ComplaintsforMcKenzie Lakes Storage

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I have two storage units at this facility. There was an ice storm that occurred in early March, We contacted McKenzie lake Storage and stated that we were unable to access our units due to a lack of plowing plowing that became blocks of ice in front of the doors to our units. They stated that they were unaware of this and supposedly contacted their plowing company. Due to faulty drainage and faulty plowing, water was allowed to enter the units and create a small ice lake which froze and thawed repeatedly. We did not place our things on pallets as we never anticipated this type of flooding. When we moved in, I personally moved some of the rocks from in front of our door to create a "lip". Someone filled these in.Many of our personal items were damaged beyond salvage The owner feels that he has no responsibility for this problem. He has spoken to both my wife and me about this. He feels we should have placed our things on pallets. My contention is this is water damage was due to his negligence by not adequately plowing and not a flood, or storm damage. We have asked him to reduce our rent or make it free for the next 8 months until we vacate. If they feel it is in their best interest to have an itemized list of the items that were damaged and reimburse us for those ( a way more expensive option) we can do that as well. There are thousands of dollars of damage to irreplaceable items.

  Business response

  08/03/2022

  We are deeply sorry for the situation that occurred this past winter and the effect it had on tenants of units #** & 43.  We have had discussions with them and explained that we have done all that we can regarding their concerns.  They have asked for 8 months free rent on 2 of our 45 units.  We are a very small facility and this is not possible and still pay our expenses.  It states clearly in the signed lease, that I have attached, that tenants are responsible for insuring their own belongings.  We DO NOT cover damage to stored items.  We have reviewed the situation with our lawyer and he advised us to continue as we have in the last few months since the situation was brought to our attention.   The tenants have had the option to move out at any time.  

  Regarding the occurrence itself, our self storage facility is not monitored daily.  This is obvious in its remote location and layout.  We contract with a plow company to plow when the snow falls throughout the winter.  The situation that the tenants are referring to happened when a large amount of snow came off our metal roof on a warm day and fell in front of the units.  Then as the warm days passed, it melted and then refroze.  As soon as we were notified that this had occurred, we sent our plow company over to assess.  Within a day or so a skid steer was brought in to take away as much of the snow/ice as they could.  The grading was irrelevant regarding the ice dam.  Over the last 9+ years that we have owned this facility, we have had the snow come off the roof one time and it was to a much lesser degree and caused no damage.  This was an unforeseen circumstance that we tried to rectify as soon as possible.    

  Regarding the notices from BBB, we received a voicemail and assumed it was spam.  This is the first email we have received.  I know that the ********* have been unhappy and we are very sorry that this occurred.  If we were a larger facility and had funds above our costs to help, we would. 

  Customer response

  08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again, you accepted any responsibility for your NEGLIGENCE in plowing I might be more inclined to accept you paltry response.  Hide behind your lawyer and the contract all you want.  I will be putting billboards up with pictures of our damaged items, posting on every social media site possible, speaking to anyone that tells me that they plan to rent space from you.  I will  inform them of how your respond to anyone questioning your business practices (with silence, aloofness and a clear lack of concern)  You cannot deny that this damage occurred while our possessions were stored at your facility.  I asked you to consider giving us a break on our rent to compensate for our losses.  You didn't even respond after 4 emails.  This response only infuriates me more. 

  
  

  I have insurance to cover my losses.  That is not my issue.  Why should I even be responsible for my $1000 deductible when it is your lack of adequate monitoring of your facility that caused this.  Remember I'm the one that called you about this when it first happened.  

  
  

  Simply put sir, work on your people skills, empathy, and compassion and you'll get further in dealing with customers concerns.  YOU caused this by your response to us when we were devasted by your lack of monitoring which damaged heirlooms.  Maybe you should consider letting your wife handle customer complaints.  You're a failure at it.

  
  

  By the way, I'm not going away
  
  *****************************

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