Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in email correspondence with this insurance company to no avail. They make up nonsense reasons (that are blatantly untrue) to deny damage coverage that happened because of their own storage company they ensure. So I need to file a complaint as they keep insisting damage to my furniture is mold when I have pictures and confirmation from ********* that its from their SANDBLASTING - ie not mold or anything water related. ********* in Durham off 15501- where Im forced to pay for this useless insurance- is where my furniture is and was damaged. They (*********) hired a 3rd party contractor (of which I should be insured against 3rd party contractor negligence and shoddy conditions of the units that allowed this) to sandblast and spray paint the outside doors. That paint and sand and dirt got all over my items. Damaging my vaccuum cleaner, couch, desk and other furniture. Cornerstone has refused to pay damages citing "mold"- and from all my understanding of contract law this seems against the contract to make up a blatant lie - and completely unethical. Especially when the managers at the site can confirm the sandblasting happened and I have pictures. I would like compensation for this damage and for the items i have had to professionally clean and or replace because of this company negligence. They shouldnt be able to get out of damages by making up false statements. Also even more recently, I found further damage to my couch from rodents building a nest in it. (and I do not have any food etc stored in unit). All the pictures of which I will include.

  Business Response

  Date: 11/07/2023

  November 6, 2023

  Dear *** *******,
  

  We are in receipt of your inquiry for information about the above-mentioned complaint. This involved *** ****’s storage unit located in Durham, NC.
  

  In her complaint she mentions we denied her claim for mold. That is not the case. When her claim was first reported on 11/10/2021 the wrong letter went out to her. We clarified this with *** **** at that time and apologized for the error.
  

  We agree the claim was reported for sandblasting done at the facility. *** ****’s claim was denied on 5/23/2022 because under her named peril policy the results of sandblasting is not a named peril. The denial was not for mold. Additionally we are not responsible for the 3rd party contractor hired by the facility. Her complaints regarding the work of the 3rd party contractor or facility would need to be addressed with them.

  *** **** mentions rodent damages more recently discovered. We do not have a claim for her rodent damages. She would need to report the claim to us. I attempted to contact her to get a report but her number was not in service. She is requesting a refund. We would not be able to refund her insurance premiums. 

  Please let me know if you need anything further from Cornerstone. I can be reached at ###-###-#### x****.
  

  Sincerely,
  ***** ********, CPCU, AIC
  Claims Manager

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I :*********************;*******. Was required to pay for this insurance through ** Self Storage in order to store my belongings. While my belongings were in storage the facility hired an extermination company during their extermination my belongings became chemically saturated was told by the manager of said storage facility to file a claim with the insurance that i was forced to pay for as part of my monthly rental fee, upon filing this claim CORNERSTONE OPERATIONS GROUP LLC sent me a list of things they required to replace/reimburse. Take time off work jump through their 'Required hoops' for them to say sorry this is not covered; I need to file a claim against the 3rd party contractor the facility hired.They only cover sink hole, fire, tornado, missile, falling object from the sky, but would still have to provide pictures and documentation of items damaged, value at time of purchase bank records receipts.This company is running a SCAM!As for the rodent damage to my belongings it is the same issue with the same outcome. Provide them with what the ask to for/require for them to say that is not sufficient, I asked the representative I talked to if they would like me to send them my snow pants a rodent had chewed through and died would be sufficient evidence of damage and she stated no it wouldn't. this LLC needs to be investigated for fraud and running a scam.

  Business Response

  Date: 09/21/2023

  September 9, 2023
  
  Dear *** *******,
  
  We are in receipt of your inquiry for information about the above-mentioned complaint.  This involved *** *******’s storage unit located in Camas, WA.   
  
  Both losses were reported to us on September 05, 2023. Claim ****-***** was reported with the date of loss of July 22, 2023, for the fumigation of the unit. The second claim for rodent damages was reported with a date of loss of September 02, 2023.  The complaint speaks of reimbursement for insurance premiums paid. We cannot reimburse payment for coverage provided. 
  
  We have not denied any claims for the reported incidents. The report to us for claim ****-***** indicated that insured went to unit and there was a bad odor and that facility had fumigated the unit. Fumigation of the unit or damages caused by the fumigation of the unit is not one of the named perils covered under the terms of the policy.   The rodent damage claim ****-*****, is still open and awaiting a response from insured.  We spoke to *** ******* on 9/15/2023 and we informed her of the above.
  
  If/When *** ******* responds to the claims we will handle the claims according to policy language. *** ******* will have to address issues directly with the ownership of the facility, regarding the fumigation of the unit and damages caused by work performed. 
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ###-###-####.
  
  Sincerely,

  Claims Manager
  

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased burglary/theft for items stored in a public storage in space *** at ********** Self Storage in Ceres, Ca. I was burglarized and the insurance refused to pay the claim. The crime was reported to the *******Police Department.

  Business Response

  Date: 08/25/2023

  August 25, 2023

  Dear *** *******,
  
  We are in receipt of your inquiry for information for the above referenced complaint.  This involved *** ********’s storage unit located in Ceres, CA.   
  
  This loss was reported to us on April 24, 2023 with a date of loss of April 24, 2023.  The report indicated there was a theft to *** ********’s belongings stored at ********* Self Stoarage.  *** ******** has an ACV policy covering his contents with a limit of $2,000.00.
  
  Based on our investigation we denied coverage for this incident.    The insured stated on his Statement of Loss form that he went to his unit and his key didn’t work.  He had the facility cut the lock and discovered items missing. We confirmed with the facility the insured came into the office to advise a different lock was on his unit.  There were no signs of forced entry into the unit.  
  
  Based on the facts presented, we denied the claim.    The policy is clear with its definition of Burglary and defines Burglary as follows:
  
  “Burglary:  100% of the amount of insurance for each insured loss by burglary or holdup.  The term “Burglary” shall mean the act of stealing property by forcible entry in the storage space described in the Rental Agreement; however, this coverage only applies when such storage space is securely locked at the time of the forcible entry. The mere absence of a lock will not constitute forcible entry.”
  
  The policy states under Exclusions: 
  
  We do not insure:  
  
  i.Loss or damage caused by theft or mysterious disappearance, except burglary   as covered herein.
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ************ x****.
  
  Sincerely,
  
  ***** ********, AIC
  Claims Manager 
  

  Customer Answer

  Date: 08/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  As far as forcible entry, the lock was changed. That means the original  lock I placed on the storage space was forcibly (bolt cutters  and electric  saws, etc.) removed without my permission. In addition, when I opened  the door my stuff was disturbed, boxes/items missing, holes torn into boxes. The burglar changing  the lock prevented me access and gave them the ability  to return. What the insurance company stated was because I  could not produce  the damaged lock and the door was not damaged, they denied  the claim. I believe it is not uncommon  for  burglars that cut off locks to remove the old lock completely to conceal the incident  occurred. The insurance company is out of touch with such losses in the storage industry. When I visited  my storage space and found the conditions, I reported it to the management, police and insurance company. What more can a victim in this case do to prevent this crime? This scenario can happen  anywhere. I feel  abandoned  and vulnerable to burglars that seek an opportunity  to go "shopping". Where is the protection? The assertion that there is no evidence of forcible  entry is a weak argument. 
  

  Regards,
  
  ***************************

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim No:2023-04373 Insured: ************************* Storage Facility: **** SecurCare Self Storage *************, ***** Unit No: 344 Date of Loss: 5/28/2023 Policy Limit: $2,000 Name of the Insurance Company: Cornerstone Operations Group, LLC (Cornerstone Insurance Producers, LLC)- ************************************************************************************** Phone: ************ Fax: ************ To whom it may concern: I purchased insurance through the storage company, and recently my storage unit was burglarized. They denied the claim stating there was no proof that it was a burglary. However, the insurance company did not do their due diligence in investigating, nor did they view the camera that is sitting directly outside of my storage unit. Nor did they speak to the site manager. I spoke with the site manager. I was informed that the back gate was only used by the fire department, was open and the chain had been broken off. They do a lock check on the storage units and my unit had the lock on it. After receiving the denial, I have tried to contact them several times. They have not provided a full explanation regarding an investigation, they have not called me back, I have left several messages, as well as sent emails. I provided them with all the evidence, in addition to a police report. This is a breach of the contract.

  Business Response

  Date: 07/19/2023

  July 18, 2023
  
  Dear *** *******, 
  
  We are in receipt of your inquiry involving *** *******’s storage unit located at 3031 Equestrian Lane, Grand Prairie, TX 75052.
  
  This loss was reported to us on May 28, 2023, with the same date of loss.  The report indicated there was a Burglary/Theft to *** *******’s belongings stored at **** Securcare Self Storage Grand Prairie.  *** ******* has an ACV policy covering his contents with a limit of $2,000.00.
  
  Based on our investigation we denied coverage for this incident.  Please see both the Manager Incident Report (filled out by the facility manager) as well as the Statement of Loss (filled out by the insured). The insured stated on his Statement of Loss form that as he drove closer to his unit, he noticed that his lock was not on his unit.  In the complaint insured mentions that we did not review camera footage. We did request that information from the facility and it was not available. Lastly, please note in the police report the insured advised police that the lock was missing. No damage has been done to the latch or door.  There was no evidence of forced entry.
  
  Based on the facts presented, we denied the claim.    The policy is clear with its definition of Burglary and defines Burglary as follows:
  
  “Burglary:  100% of the amount of insurance for each insured loss by burglary or holdup.  The term Burglary shall mean the act of stealing property by forcible entry in the storage space described in the Rental Agreement; however, this coverage only applies when such storage space is securely locked at the time of the forcible entry.”
  The policy states under Exclusions: 
  
  We do not insure:  
  
  Loss or damage caused by theft or mysterious disappearance, except burglary   as covered herein.
   
   I have included a copy of our policy language and coverage denial letter issued on June 19, 2023.
  of unit ***.
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ************ x****.
  
  Sincerely,
  ***** ******** CPCU, AIC

  Claim Director

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  to ******.Claims *********************** PO BOX *** HEPHZIBAH, GA ***** RE: Claim No: ****-***** Unit No: ***   The moving team packed my unit so that I could go there at any given time to get things, go inside my totes and check on my property. No I didnt go to the unit daily because I travel for work but every time I come in I go to the unit. I went to the Unit on Nov 12, 18th and 22nd. On the 22nd of November I went to get a tote and the items got wet inside. I called the office we witnessed damaged totes, mattresses and clothes damaged. I called my boss and asked for a moving voucher to get my things moved. She apologized for the inconvenience and advised me to file a claim to replace my items. I called the District Mgr and left msg about the issues. They had to locate the correct number to file a claim with. I got the number on Dec 3rd with the holidays and staff is off. I called the number and left a msg. I called the District Mgr I called ********** which wasn't the right number then they gave me another 800 and then **********. The company had been purchased by another company so the delay was having someone call me back. They told me to keep calling until I speak with someone. So during all this I was frustrated because my property is damaged and now I getting the runaround. I filed the claim once I got the correct number from the office, and got someone on the phone at Cornerstone. I'm unsure if the office at ******* knew the correct insurance company for the claim to be filed. ******* didn't tell me that my insurance had lapsed, they didn't express that I had seven days to file for a claim, and I never had any information about Cornerstone Insurance; All of this is so unprofessional and unfair to my family and I. We entrusted this company to take care of our belongings. Some things are sentimental and money can't replace it. I'm enclosing my documents below. Requesting full payment/claim paid

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  Dear *** *******,
  

  We are in receipt of your inquiry for information about the above-mentioned complaint.  This involved *** *****’s storage unit located in Augusta, GA.   
  

  This loss was reported to us on December 29, 202.  The BBB complaint speaks of specific issues with ******* Augusta customer service. *** ***** will have to address those issues directly with the ownership of the facility. We cannot speak about the complaints of what occurred with their customer service.   We can however address the reason for our denial.    
  

  The insured policy cancelled on 12/9/2022.  The insured initial reported this loss on 12/29/2022 with a date of loss of 12/29/2022.  When receiving paperwork the facility and insured  there are differening statements as to when the loss was discovered.  Assuming the loss occurred prior to 12/9/2022 (the policy end date), the insured did not prove a covered water loss. The unit was inspected.  We have provided the insured with the denial on 1/19/2023.  She requested we review and she asked for another review of her claim.  At that time I reviewed the claim and agreed with the coverage denial.  We sent an additional letter to her on 2/7/2023.  There has been no proof submitted to support a covered water damage claim.  Due to no coverage, we are unable to make payment to *** *****.
  

  Please let me know if you need anything further from Cornerstone.  I can be reached at ************ x****.
  

  Sincerely,
  
  ***** ********, AIC

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a storage unit from ******* **** USA in Fort Pierce Florida. ******* **** charged me for insurance on my unit and **** Tenant Insurance is the carrier of my insurance. I was out of the country for six months and when I visited my unit it was infested with rodents. I called the property manager on site at the storage facility, and she took picture of the damages. I filed a claim with the **** Insurance and the company denied my claim stating that my policy does not cover rodents. According to my contract rodent damages is included. Besides when I did my I lost over 4000$ in damages. I moved from a ******* **** Facility on US 1 where **** was the manager, I stayed for 1 year and I had no rodent problem there. I moved to this other ******* **** facility where I encountered rodents. **** is collecting $10.00 a month from me for insurance. I need ******* **** to compensate me for damages. The Rodent issue has been there before I moved to the unit. I must be compensated for damages done.

  Business Response

  Date: 04/14/2023

  April 10, 2023
  
  Dear *** *******,
  
  We are in receipt of your inquiry for information about the above-mentioned complaint.  This involved *** *****’s storage unit ****, located in Fort Pierce, FL.   
  
  This loss was reported to us on March 13, 2023, with a date of loss of March 10, 2023. *** ***** reported she has damage to her belonging due to rodents.  On the date of loss, *** ***** had a policy with a $2000.00 coverage limit, excluding coverages for rodents  (policy attached).
  
  ******* **** decided to offer an enhanced product starting March  1st (or after) depending on when  payment is made for the enhanced features. *** *****’s policy under the Standard program was a month to month policy.  Her policy under the Standard program expired on 3/12/2023.  She paid for the enhanced policy and her rent on March 23, 2023.  The policy she paid for on March 23rd runs from 3/13/2023 to 4/12/2023 which includes from there on out,  the Enhanced Policy (which has a sublimit for Rodent coverages).  Since the enhancement of the policy was not in place at the time of loss (3/10/2023), we denied her rodent damage claim.   Prior to her discovery of the rodent damage on 3/10/2023, *** ***** had not been to her until in approximately 6 months according to her statement of loss. 
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ************ x****.
  
  Sincerely,
  
  ***** *********

  Claims Manager  
  
  AIC
  

  
  

• Initial Complaint

  Date:03/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/25/2022:I lost 1/3 of my belongings from my home that I acquired of 50 years & they only paid me $599 out of my $2000 insurance policy. My loss was probably 3 times that amount if not more. However this was supposed to be the most secure storage in Amarillo so I didn't get additional insurance. I just want to get paid completely!

  Business Response

  Date: 03/14/2023

  March 14, 2023 
  Dear *** *******, 
  We are in receipt of your inquiry for information for the above referenced complaint. This involved ***  ********’s storage unit located in Amarillo, TX.  
  This loss was reported to us on October 21, 2022 with a date of loss of September 25, 2022. *** ******** has an *** policy covering her contents with a limit of $2,000.00. 
  *** ********’s claim is a covered loss. We made payment to her on 1/11/2023 based on the information  she submitted supporting the value of her claim. She questioned the payment and we requested  additional information from her in January. We never received additional information. She then  reached out to us March 1st inquiring about additional payment. She also filed her BBB complaint. We  reached out to *** ******** and obtained additional information which resulted in an additional  payment. *** ******** has now received her full policy limits. 
  Please let me know if you need anything further from Cornerstone. I can be reached at 800-792-0345  x****. 
  Sincerely, 
  Erika C*******, AIC, CPCU 
  Claims Manager 
  
  

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed an insurance claim with this company for damages to my property after the ceilings insulation inside the storage unit I rented fell on my belongings. The insulation stuck to some items and I was unable to recover them. The representative told me they'll only reimburse if water damage. I explained how there was dampness within the insulation. I spoke with contact ********************* who stated that she spoke with the manager of the Metro Storage unit here in Chicago, they told her that my belongings were inspected and found no damages which is false.

  Business Response

  Date: 12/08/2022

  December 7, 2022

  Dear *** *******,
  
  We are in receipt of your inquiry for information for the above referenced complaint.  This involved *** ******’s storage unit located in Chicago, IL.  
  
  This loss was reported to us on November 11, 2022 with a date of loss of October 19, 2022.  The report indicated there was insulation damage to *** ******’s belongings stored at Metro Stld Storage- Chicago- * ***** **, Unit ****.  *** ****** has an ACV policy covering her contents with a limit of $2,000.00.
  
  We have not made a final coverage determination for this incident.  The insured stated on her Statement of Loss form that she visited the unit October 19, 2022 and discovered the ceiling had caved in and the insulation was all over her belongings. She said the insulation was damp and stuck to her items. We emailed *** ****** on 11/29/2022 and requested she send pictures of the loss to show if it falls under a covered peril named in the policy. To date, insured has not provided additional photos.
  
  Also on 11/29/2022 we followed up with facility management to confirm if there were any confirmed leaks in the unit. They responded the very same day and advised they inspected the unit and did not see any water on her items, or evidence of any leaks,  just debris from the insulation. They also sent pictures of what was observed at the time of initial inspection.  We did ask if they have any additional photos.
  
  In *** ********’s complaint, insured states that the insulation was stuck to some items after the insulation fell on her belongings. Neither the facility management nor claim representative told the insured there was no damages to her belongings. We did advise insured we need additional information to determine if the loss is covered under the policy.   Insulation falling from the ceiling would not be covered under the named peril policy unless caused by a covered cause of loss.  

  At this time we are waiting for additional information from the insured  before making a final determination.   We also requested the facility take photos of the ceiling and forward to us.
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ************ x****.
  
  Sincerely,
  
  Erika C*******, AIC, CPCU
  Claims Manager 

• Initial Complaint

  Date:11/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for insurance as part of my storage unit rental agreement with ************* which utilizes Cornerstone Insurance for their tenant coverage. On January 26th, 2022 I received a call from ******** informing me that my lock was missing on my unit and that I needed to come down and inspect for damage. I arrived on the scene to find my lock was in fact missing and filed a police report for everything stolen, in excess of $8,000 worth of items. I then filed a claim with Cornerstone as per my instructions with ******** only to find out they only provide $2,000 of coverage. On 10/26/2022 I received a letter from Cornerstone stating there was no sign of forcible entry and, due to this, they are not paying my claim. Even though the police report clearly notates that the storage unit was in shambles and the officer attempted to lift fingerprints. Because the criminal that burglarized our unit did not damage anything related to the door or care to leave behind the cut lock, Cornerstone is refusing to pay out on the policy to cover this relatively small portion of our overall loss. I feel like this is simply a scam and a simple way to for them to get out of paying out the majority of claims they receive. I would love for them to simply pay my claim, but after my discussions it appears they are firm in that decision. If that is not an option I think that, at a minimum, I should be refunded the insurance cost that I paid over the term of the lease.

  Business Response

  Date: 11/09/2022

  November 9, 2022

  Dear *** *******,
  
  We are in receipt of your inquiry for information for the above referenced complaint.  This involved *** ********’s storage unit located in Waco, TX.  
  
  This loss was reported to us on February 15, 2022 with a date of loss of January 26, 2022.  The report indicated there was a theft to *** ********’s belongings stored at ******** #** Waco Speegleville- TX, Unit ****.  *** ******** has an ACV policy covering his contents with a limit of $2,000.00.
  
  Based on our investigation we denied coverage for this incident.  Please see both the Manager Incident Report (filled out by the facility manager) as well as the Statement of Loss (filled out by the insured). The insured stated on his Statement of Loss form that he was called by the facility when they found his unit without a lock. We confirmed with the facility the unit was found without a lock and there were no signs of forced entry to *** ********’s unit. Police report also supports statements from both facility management and named insured, no forced enty noted.
  
  Based on the facts presented, we denied the claim.    The policy is clear with its definition of Burglary and defines Burglary as follows:
  
  “Burglary:  100% of the amount of insurance for each insured loss by burglary or holdup.  The term Burglary shall mean the act of stealing property by forcible entry in the storage space described in the Rental Agreement; however, this coverage only applies when such storage space is securely locked at the time of the forcible entry.”

  The policy states under Exclusions:
  
  We do not insure: 
  
  Loss or damage caused by theft or mysterious disappearance, except burglary   as covered herein.
  
   I have included a copy of our policy language and coverage denial letter issued on October 21, 2022.
  
  Lastly, in *** ********’s complaint, insured requested full premium reimbursement for the time he rented.  Unfortunately we are unable to give him a refund for his insurance.  Any type of refund on his rental fee would have to be requested from the facility itself.
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at 800-792-0345 x****.
  
  Sincerely,
  
  
  Erika C*******, AIC
  Claims Manager 

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a monthly storage unit from Metro Self Storage in Marietta Ga. The insurance I purchased for my unit is insured by this company. On 08/24/2022 My fianc went by our unit and notified me immediately rain was pouring into the unit and destroyed a cherry oak table and other items. A claim was immediately filed. August 29, 2002 I received a response from ******.Claims@ *********.com stating the notice of loss they received indicated that he damage to the property may have resulted from a peril that is specifically excluded in the policy. The pictures and video provided in my response clearly showed water pouring into my unit from a hole that was cut and not properly patched in the back of the unit. The water was pouring onto a cherry oak table with removable spacer and numerous tools used for our business. All the electrical tools were ruined. I have called this company numerous times and to date , no response

  Business Response

  Date: 09/27/2022

  September 27, 2022

  Dear *** *******:
  
  We are in receipt of your inquiry involving *** ******’s storage unit located in Marietta, GA.  
  
  This loss was reported to us on August 25, 2022 with a date of loss of August 24, 2022.  The report indicated there was water damage to the belongings stored in unit ****.  *** ****** has an ACV policy covering her contents with a limit of $3,000.00.
  
  The response *** ****** received on August 29th, 2022 was an initial letter.  This letter states that it is a Reservations of Rights letter and it is not a denial.  We state in the letter that we need the insured to provide further documentation before a final decision can be made.  
  
  *** ****** received this letter because under the policy some water losses are covered and some are not.  As an insurance carrier we are obligated to send a Reservation of Rights letter in such instances.
  
  Upon receive of the complaint we called and explained this to *** ******.  She is going to send the required paperwork so we can investigate her loss.  At this time a final coverage decision has not been made.
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at 800-792-0345 x****. 
  
  Sincerely,
  Erika C*******, CPCU, AIC
  Claims Manager