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:07/28/2023

  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.

  The issue happened October 7th 2022 and has been ongoing since. Our storage unit broke and I told them the door on the unit broke the first time using it, they told me multiple times that they will be fixing it and have never fixed it. Because of this mice have gotten into my unit and destroyed a good bit of my items including an expensive mattress. To date we have paid about $1,000 to this business and they have done nothing to try to resolve the issue.

  Business Response

  Date: 08/03/2023

  Dear BBB,
  I hope this letter finds you well. I am writing in response to the complaint filed against Hinesville Affordable Storage regarding the issue that occurred on October 7th, 2022, and has been ongoing since. I would like to provide a comprehensive overview of the situation and address the concerns raised by the customer.
  We deeply regret the inconvenience and frustration that the customer has experienced due to the broken storage unit door and subsequent damage to their belongings. We take these matters seriously and would like to extend our sincere apologies for any inconvenience caused. 

  
  Upon being informed about the broken storage unit door after the initial use, our team promptly logged the issue and initiated a repair request. Out of policy, we offered the tenant another storage unit which the customer denied. We immediately tried to get a service company to fix the door but they will not service the door with the customer’s belongings inside the storage unit due to inadequate working space. This delay is not an excuse but rather an explanation of the situation that contributed to the extended time frame for resolving the issue. 

  
  We have refunded and discounted the customer in the amount of $300.00 during her stay. Every month the customer requests another discount or refund but the customer will not cooperate to resolve the issue. 

  
  Customer has left our business 2 negative ****** reviews. This not only breaks ******** terms of service but is detrimental to any small business that receives 2 negative reviews from the same customer. We feel this is her way to extort more money from our company without cooperating to resolve the issue. (****** Review Screenshots Attached)

  
  We understand the customer's frustration regarding the mice infestation and the resulting damage to their belongings, including the expensive mattress. We currently have rodent control services at this facility. Our team on 1 May 2023 instructed the customer to file a claim with ********* (tenant protection plan) that covers rodent damages. The customer has yet to file a claim since we advised, despite the ****** review insinuating a claim was processed but denied due to lack of receipts. This is a friendly reminder that these units are non climate controlled units. It’s advised to not store belongings such as an expensive mattress in a non climate controlled facility due to the ******* heat and humidity these suggestions come from mattress manufacturers. 

  
  Our current lease is month to month. She is allowed to leave freely if not satisfied or decides it’s time to move. We hold the right to evict customers with a 10 day notice. 

  
  In light of the customer’s financial investment and the damage to their items, we are committed to finding a fair resolution to this matter. To address the customer’s concerns:

  
  Immediate Action: Due to a month to month lease we will exercise our right with a 10 day eviction notice.  This will be sent via certified mail to the customer’s address on file. This is the only way forward in order to allow our company to adequately make the repairs necessary.
  Compensation: We understand the customer’s financial loss of the expensive mattress. Our policy is that customers utilize the tenant protection plan that we require them to have. We will also reimburse this customer for the month of August seeing we will exercise the eviction notice. 
  Preventive Measures: To prevent similar issues from occurring in the future, we are implementing enhanced pest control measures throughout our storage facility. We will also enforce that future customers vacate the unit in a timely manner so we can complete necessary repairs.
  Communication: We recognize that effective communication is key to resolving this matter. Our team will maintain open lines of communication with the customer to keep them updated. I have attached a log that shows a history of communication with this customer and our team. 

  
  We value our customers and their satisfaction is of the utmost importance to us. We deeply regret the inconvenience that the customer has faced and assure them that we are taking immediate steps to rectify the situation.

  
  If you require any further information or have additional questions, please do not hesitate to contact me directly at ************ or ****************************.

  
  Sincerely,
  **** *******, General Manager

  
  Items Attached: 
  2 Negative ****** Reviews
  Call Log (communication with customer from our team)