ComplaintsforThe Storage Mall of Wheatfield

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their automated line never works correctly. I've tried to pay online with the link provided in email and it says I don't exist. I've been going through this for the past 3 months with nobody' willing to help me on the storage makes end. I've been asking for stone to be placed at the end of our storage trailer. I've been asking for 7 years. Because I ask constantly, I now have to put insurance on the trailer, pay additional storage unit fees for whatever insurance they provide and forced me into paying. My units have been broken into with no compensation from the storage mall. This is the worst storage are available. I wouldn't recommend it to anyone. I'm currently working on trying to remove my storage trailers out of here This is unfair how I've been treated!

  Business response

  12/17/2023

  Here at The Storage Mall we take customer satisfaction very seriously and aim to provide all customers with a positive experience. The complainant in this case has two parking spots at the storage mall - wheatfield, and according to our records, has never signed up for, or attempted to sign up for an online payment account. At no point have they reached out to property management regarding the inability to make online payments, however our managers are always more than happy to assist customers whenever possible.  The tenant has, on more than one occasion attempted to make prohibited modifications to the property surrounding his parking spots, including building stairs, which he was told that he was not permitted to do. There are not currently any issues that would require us to add any additional stone or regrade the parking area.  Unfortunately, the tenant's trailers have fallen into disrepair and begun sinking into the ground due in full to the neglect of the owners and the significant amount of items he has been storing inside the trailers.  The complainant was not required to pay for insurance due to asking for additional stone, but for being out of compliance with the regulations in our lease that require all tenants to have property protection on items and vehicles. The tenant is more than welcome to provide personal proof of coverage in order to opt-out of the plan offered by the company, however, to date, he has not done so. Several notices were sent over the past year regarding these requirements on multiple occasions. We were made aware of a potential theft or break-in over 5 years ago, however, the complainant never filed a police report to pursue the matter and we are unable to do that on their behalf.  This tenant is not in compliance with our lease and has been made aware on several occasions that all vehicles must be in road-worth condition as well as insures and registered at all times (which his are not). All of our leasing is on a month-to-month basis so if the complainant is unhappy with the services provided or the lease requirements needed by The Storage Mall they are not stuck and can choose to remove their items at any time and end their lease.  Unfortunately, it has become clear that this complaint is simply retaliation for our repeated attempts to get this complainant into compliance and rectify his current violations which, as of this far, he has refused or been unable to do.  We feel at this time that, due to multiple repeated violations, and Mr. ********** clear dissatisfaction with the service provided by our facility, that it is in everyone's best to end this professional relationship. He has been notified of this decision and we wish him the best of luck finding a facility better suited towards his needs,  

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