ComplaintsforAccess Self Storage
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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My storage unit that I have rented for years with access self storage had water damage from the sprinkler and they have not been willing to clean the unit from the ceiling debris or replace any of my items that got damaged. I was never called when this occurred and each time I call they have no answer. I was never offered the cleaning service by the manager ***************************** that other customers were given. When I followed up I am yelled at and told that the I had to go thru my insurance which self access dropped. However it is the fault of the business this occurred. I reached out to the general manager and there was no assistance or call back. I am at the mercy of 2 people in the office that is difficult to work with and won't give any answers.Business response
06/06/2024
We were sorry to hear about the issues you experienced at our facility. We take these matters very seriously and were committed to addressing your concerns promptly and thoroughly.
The issue with the leaking water, which we discussed with you was caused by the gym above our facility. It is our responsibility to address these issues and frustrations when they occur and try to work out the best resolution which I believe we have.
We are committed to supporting our tenants and your satisfaction is important to us. If you have any other issues or concerns, please call me directly at ************.
*******************
Access ManagementCustomer response
06/06/2024
Complaint: 21794284
I am rejecting this response because: I have tried reaching out to **** several times. There was never an answer and no voicemail to leave a msg, the call just drops. I assume the staff knows this and this is the reason why they treat customers in the poor manner they do. It is a lack of professionalism from the office and commitment to to satisfying the customer even at their fault. Once the matter is completed for cleaning my unit from the ceiling debris that could have asbestos to reimbursement of damaged items i will state the complaint is resolved.Regards,
***************************** ******Business response
06/11/2024
Our staff was able to help with the customers unit being cleared out as well as a 3rd party vendor which we were more than happy to cover the cost. It sounds like this complaint has been resolved and we can now consider this closed.
Thank you for your time and patience.
*******************
Operations Manager at Access Self Storage
Initial Complaint
09/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Unit ****: September 2 there was *** and the flood situations around the state. Received an email on the 3rd about the flooding of the first floor. September 4, I went to the location but was not allowed inside. Requested someone/management call me that day and every day since. No call yet. Questioned the payment for the month of September considering the damage and was told it is expected even though I do not have access to my unit and there has been damage. Still waiting for management to call me back. Was told that you need an appointment to go in to take pictures for insurance purposes - cannot do that with no call back, which is hindering my insurance process... but they can call me about paying the **** for September. I need some assistance resolving this. I have been using and paying them $100 a month for 3 years - $3600+ to date.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.