Complaints

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Go Store It Self Storage, formerly Rover Self Storage $81/month for 10 months to store our household items and valuables. Friday, June 24th - My wife and I went to the Go Store It Self Storage (formerly Rover Storage) Unit, and we discovered our items were damaged by water and covered in mold and mildew. We called Go Store It's customer service line and one of the agents over the phone informed us that a few of the floors flooded a couple of months prior. No action was taken to notify us or anyone else who may have been impacted. No one in management responded to our calls and emails for a couple of weeks and the main office never opened for us to talk to anyone in person. We ended up calling the ************** who was not able to talk to anyone at the office during business hours. The officer at the ************************* eventually got through to HQ. They sent a regional manager into the office after a couple days. We met with the manager, ***********************, and his associates the next day. He assured us that we would be reimbursed for our damages with or without insurance, but that it might take a few weeks. Go Store It Storage Management, LLC District Manager, *********************, and his colleagues also mentioned in person/in the office (after weeks of contacting the storage unit facility by call/email) that because the former property manager passed away in the months prior and was not able to fulfill his duty of maintaining the facility or be in the office to notify us of the flooding.Weeks passed, and nothing has been done to reimburse us for our damaged items.Company Location Address: ************************************************************* Note: As mentioned above, we did not receive any type of notification that a flood happened and we found out that the property manager passed away. The storage unit manager was negligent for not notifying us when the flooding happened, which would have prevented discovered damage.Amount of Loss (not including payments): $4,097.98

  Business response

  09/15/2022

  To Whom It May ************** style="margin: 0px;"> 

  Im responding to case number 17732259.  I personally spoke with *********** prior to receiving this letter and advised him he needed to go through his own personal insurance for any type of reimbursement regarding his claim.  Based on our Go Store It self-storage lease agreement, we do not cover tenants belongings when they carry their own personal insurance.  The District Manager was on site with other Go Store It employees when ****************** approached him regarding what had occurred.  The District Manager advised ****************** that he will need to submit a claim through his personal insurance.  At no point during the conversation did the District Manager say his belongings would be replaced or given reimbursement.  The District Manager did not know if Mr. ******** personal insurance would cover his items based on his claim.  We apologize for the inconvenience around this situation.      

   

  Thank You,

  ******

   

   

  ***********************

   

  Director of Operations

  Go Store It Management, LLC

  6805 ********************* Ste. 250
  *********, ** 28211

  Phone: ************

  Email: *************************************

  Website: www.gostoreit.com

  

  

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