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Business Profile

Storage Units

Metro Self Storage - Wesley Chapel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/16/2024

    Type:Facilities Issues
    Status:
    Answered
    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.
    As of the beginning of August 2024 my account with ********************** self storage was in lien status and had an outstanding bill of $400 including the $100 lien fee. I arrived to ******* from ************ the first week of August. My daughters father and I went to metro self storage. I asked the manager **** if he could wave the lien fee and I pay the rent due and move out that day. He said he had to ask his boss. He spoke to his boss on the phone as I was in the office. He said getting $300 was n waiving the **** **** they move out he strongly advised to approve. We paid $300 and we was instructed to meet **** at the unit it was no longer my lock on unit as it was in lien status. Later that night going through bags I noticed I was missing items. Adult entertainment items. I had several lingerie brand new with tags toys In boxes unopened an SD accessories unopened. I immediately sent an email to metro , Ive been recording our conversations via ************** I have not gitten any information I asked for. I asked for documentation of notes of events for my unit with times and dates my unit was opened without my presence or knowledge I asked for my insurance information I asked to speak to district manager. I left numerous of voicemails n now u think they hope I just give up. Please help me

    Business Response

    Date: 10/31/2024

    Tenant: ****** *******
    Tenant Move In 3/6/24; Tenant Move Out 8/8/24
    Facility access logs show access to facility on 3/6 during Move In and another access on 4/18. Unit became delinquent on 5/16 and remained that way until 8/8. On 8/8 we agreed to a settlement agreement allowing tenant to pay $300 on a $399.11 balance and vacate the unit.

    On 7/26, as part of the delinquency and auction process, two employees together cut the lock off the unit so the contents could be viewed and pictures taken in preparation for auction. This is our procedure within our company to have at least two people present when doing a lock cut. An inventory sheet and pictures were taken at the time of the lock cut. The unit was re-locked and a seal tag placed on the unit. In order to access the unit again the seal tag would have to be broken. Pictures of the inventory sheet, contents and seal tag are attached. 

    On 8/8 when tenant paid and began removing items, the seal tag was removed and the customer vacated all of her goods. There was a person that was with her that was assisting with vacating the items. It wasnt until the next day that she informed us that she believed things were missing.

    We followed procedures to properly inventory items and this was verified with one of the employees that was present at the time of the lock cut. The other is no longer with our company.We have provided pictures that were taken during this process as documentation. We do not have any way of knowing what the tenant placed in the unit and whether it was or wasnt there upon vacate. There were no other signs of forcible entry to the unit.

    We are sorry Ms. ******* believes her items were missing. As part of our lease it does state that tenants store at their own risk. We do also require that tenants carry some form of insurance and Ms. ******* did have our tenant insurance, yet it was cancelled after 60 days of being delinquent due to non-payment.

    We hope this statement resolves the matter.
    Sincerely,
    ***** ******** District Manager **/GA Metro Self Storage

Metro Self Storage - Wesley Chapel is NOT a BBB Accredited Business.

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