Complaints

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• Initial Complaint

  Date:09/23/2022

  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.

  Trails RV and Storage (******** ID ************ is owned by *********************** (who also owns ***** ****** LLC which has ******** ID ***********). In the year 2020 I interviewed ****** about storing my trailer at Trails RV. ****** told me that, in over 20 years in business, Trails RV had never had a single robbery, and that 3 separate video cameras monitored the gate to the business 24/7. ****** reiterated that not a single problem in 20 years, which I agreed was excellent, because I live 8 months of every year in ****** and therefore can not check on my trailer. But then on May 31, 2022 the ****, ******** ***************** (Incident 22-1199) phoned me when I was in ****************, and broke to me the news that my trailer had been stolen and left at another property more than one mile away, the trailer's locked doors busted open and ransacked. When the **** ***************** learned the trailer had been stolen from ******************* they transferred the case to the ******************* ***************** (Incident *********). On May 31, 2022 I immediately phoned *********************** to say I was in ****************, did he know anything about a break-in at his storage yard. ****** said "no" and that nothing was amiss. ****** a couple of days later changed the story to say the main gate lock had been broken, but he said this was strange... because (now) in 22 years the Trails RV had never had a single break-in. ****** then told me the security cameras on the main gate were all phonies, that they never did work, ever, since I began storing my trailer there. ****** insisted I get my trailer returned to his storage yard so that he could continue collecting my monthly rent. But the towing facility wouldn't release the trailer to anyone but me... and I was in **************** for another 6 weeks. I did a *************************** search for reported robberies at Trails RV and they reported to me there were three (3) robberies at Trails RV in the month of May, 2022 alone

  Customer Answer

  Date: 09/26/2022

  I would like Trails RV to send notification to all clients at the facility (around 175 vehicles) to tell them that 1) all security cameras on the property are fakes and never have worked, and 2) notify all clients (around 175 vehicles) that in fact robberies of entire trailers is a common occurrence, with three trailers robbed in May, 2022 alone (the robbers driving two of these trailers away from the property after cutting their coupler security locks).  Also, I would like $10,000 in compensation ($2,271.74 to repair trailer damage + $1,651.82 for towing my stolen trailer back to a secure storage lot + reimbursement for the value of my stolen property that was inside my secure trailer).

  Business Response

  Date: 10/17/2022

  The Trails RV Storage lot was broken into in May of 2022. I do not know the exact time or date. I was out of town 
  between 05/21/22 to 05/29/22. When I returned, I received a call from this customer, asking if his trailer was there. 
  Customers remove their trailers all the time, this is not monitored by Uf I looked in his spot and it was not there, so I let him know. 
  

  Customer states that I had told him that we had never had a single problem in 20 years ... ! have never said that to any customer in 20 years, nor would I. 
  

  I told another customer about this incident and his response was "that's why I have insurance". We require that all storage customers are insured, as stated on the lease. This customer signed that lease (attached}, but did not have 
  insurance. If this customer would have carried the required insurance on his trailer that he values at $10,000, he 
  likely could have recovered his losses. 
  

  Customer states that I INSISTED that he get that trailer back so that he would continue to pay me. Customers pay for their spaces whether their trailers are there or not. He might have misinterpreted my email, which is also attached. When I offered to pick it up from the police for him; I was just trying to help him. The $60 per month was not a 
  consideration at all. 
  

  A total of 3 trailers were stolen during this time frame, and 3 separate customers filed police reports. When I spoke with the ***************** I learned that the business across the street was also broken into during the same time 
  frame. An officer told me that trucks, tools and all of their surveillance equipment were taken from that business -
  these thieves were pros! 
  

  I am providing you with copy of his lease, the email that I sent him, and picture of the cut locks that another 
  customer sent me. Please let me know if you have further questions or concerns, my information is below. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18037827
  
  I am rejecting this response because:

  On ****** is does deny his three (3) security cameras have never worked.  ****** does not deny that before I signed the lease he assured me that no one could get past his security cameras.  On May 31, 2022 ****** told me by phone (updated information after I initiated my lease in 2020) that by 2022 he had never had a single problem with theft in twenty-two (22!) years.  This was a phone call, not an email.
  

  But there was theft at this storage yard *before* ****** went on vacation.  Yet ****** just went vacation and didn't notify any of his approximately 175 customers that a theft had occurred.  ****** knows I live in ******, and that if I had heard burglars were cutting locks at his storage yard -- I would have moved my trailer immediately!  Two trailer thefts had occurred before my trailer was stolen.  ****** did not tell me about the first or even the second theft.  I had to find this information from the police.  Every theft involved more than $10,000 in losses.

  ****** refuses to tell his customers about three separate thefts from in storage yard in the month of May alone!
  

  
  Sincerely,
  
  *******************