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:08/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  filing a complaint against Extra Self Storage, located at ************************************* Aug 7th at 10:10 A.m. I won on storagetreasures.com a 10x30 unit. Normal circumstance the buyer has 72 hours to remove all property from the unit however it is up to the discretion of the manager to grant extra time due to unforeseen issues.Upon completion of handing over a $100 deposit I went to load up my new treasures and To my dismay, I discovered the unit was in an unsanitary and hazardous condition, bottles of human pee, human feces, cobwebs, maggots dead mice, droppings, moldy food, grease marks on the walls, used needles. Lots of piles of everything everywhere, The fridge inside the unit emitted a strong and unbearable odor. Over the course of two full trips, I made awesome progress. Aug 9th with 24 hours left. I started feeling extremely ill from inhaling the toxic odor and the heat was way over 100 degrees. I knew I needed to either rent this unit or get an extension The following morning I woke up and could hardly brethe I left a voicemail at the facility requesting either to rent the unit or have a couple days. I received no response so the next day I went ahead and pushed myself to finish with my unit clear out Upon arrival my code had been deactivated, my lock cut replaced with their red and the manager on duty informed me that I wasnt receiving back my deposit and time was over to clear out the unit I was appalled by the lack of professionalism displayed by the manager.I am requesting that the Better Business Bureau investigate this matter and assist me in reaching a resolution with (extra self storage) I believe the facility has acted in bad faith and taken advantage of the situation. Im asking for the opportunity to complete the cleaning process of the storage unit I won and my deposit returned.I have attached photographs of the storage unit's deplorable condition.Thank you for your ***************** in this matter.Sincerely,*************************

  Business Response

  Date: 08/21/2024

  Thank you for affording us the opportunity to respond to this complaint. We conduct our Lien Sale auctions via online auction through a third party company, Storage Treasures. Buyers who purchase units through the Storage Treasures website must agree to Storage Treasures terms, as well as to the terms of an Auction Bidder Agreement that is signed at the facility between the buyer and Extra Self Storage. The Storage Treasures Terms of Use can be found at *******************************************************************************-Terms-of-Use. For reference, I have attached a copy of the Auction Bidder Agreement signed by this customer as well as the signed paid invoice received from Storage Treasures that clearly states the cleanout time deadline.The customer is reminded multiple times of the clean out time deadline, which in this case was Sat, Aug 10th at 10:11 AM. The manager of the facility returned the message left on Aug 9th (referred to in the complaint) on the same day and let the customer know that we would allow them until Sat, Aug 10th by 5 pm to clear out the unit. We did not hear back from the customer on Saturday after that message was left on Friday. Our office is closed on Sunday and Monday so at 5 pm on Sat, Aug 10th after not hearing back from the customer regarding the renting of the unit or any update at all, the unit was vacated and red locked for disposal.  On Sunday, Aug 11th around 5:30 pm, this customer attempted to access the property through our gate and after recognizing that their gate code did not work, they waiting for someone else to enter with their code and followed them onto the property. Our manager observed them circling the property and went out on her day off to speak with them. She explained that since no arrangements were made with her to rent the unit and the clean out period and extended time given expired without her hearing from them, she had vacated the unit and deactivated their code as is the process when a buyer does not meet the agreed upon clean out deadline. As far as the unit contents, the procedure for selling units online is that photos are taken, usually from outside of the unit and uploaded to the Storage Treasures website as part of the sale advertisement and buyers bid on the unit based on these photos. The terms of Storage Treasures auctions is ALL units are sold AS IS and bids are at the buyer's own risk. They are responsible for clearing out the unit completely and leaving it broom swept within the clean out period unless other arrangements are made with the manager BEFORE the clean out deadline arrives. We do our best to identify any hazards, but in most cases, we can only see what the buyer sees in the photos. We do not enter the space and remove items or move things around to ensure the integrity of the sale. Unfortunately, there is not an option for us to allow them access to complete the job. Had they been more forthcoming and rented the unit prior to the clean out period ending on Saturday, Aug 10th, they could have received their cleaning deposit back and become a regular tenant until they completed the clean out. Since, that was not the case, they were considered a buyer in default and since the items will have to be disposed of at our expense, the cleaning deposit is withheld per the terms of our buyer agreement with them.

  Customer Answer

  Date: 08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

  And to the storage facility I wanted to say  Thank you for not suspending my bidding auction account.

  Sincerely

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