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:01/03/2023

  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.

  My trailer was stolen from the ************* location in **************** on 12/29/2022. I notified the El Paso County Sheriff and filed a report. ******************* is on leave and the person filling in couldn't even give me a corporate number, insurance information or who the regional manager even is. He was not able to find any video footage of someone steeling my trailer. I looked up their corporate information and contacted someone named ********. She informed me that they have no insurance to cover theft and to take it up with my insurance.

  Business Response

  Date: 01/13/2023

  Our facility is gated with surveillance cameras throughout the property, and every effort is made to ensure the security of our tenants belongings. We cannot control the actions of the general public, so it is a requirement of our lease agreement that all tenants carry insurance to cover their vehicles in the event that damage or loss occur while storing with us. In this situation, the customer did not have the required insurance coverage when a loss occurred, so he demanded that our business compensate him. Our company had no involvement in the loss that the customer suffered, so we are not obligated to compensate him. Per the terms of the lease that the customer signed, this matter would need to be handled by filing a claim with his own insurance provider.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18680185
  
  I am rejecting this response because:

   

  It has now been 3 weeks since my trailer was reported stolen. It was taken within a 48 hour time period so it should have been easy to find surveillance photos or video of my trailer leaving their premesis. Unfortunately,  after three weeks they still cant find any pictures or video. I could have watched the video at single speed in less time.

   

  I was also alerted over the weekend that yet another trailer was stolen from this yard and once again, they have no surveillance video to help. Obviously there is a theft problem at this location and management has been zero help. Even the response to my complaint tried to pin the blame on me. Their facility is a joke with no help or accountability. I recommend using another company to keep your belongings safe.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/03/2023

  As stated in our initial response to this complaint, we cannot control the actions of the general public, which is why all tenants are required by contract to insure the vehicle(s) that they are storing to protect themselves in the event that damage or a loss occurs. In regard to this loss, we have fully cooperated with the authorities during their investigation and will continue assisting them in every way possible, but If the tenant is seeking financial compensation to recover from this loss, they will need to file a claim with their own insurance carrier.