Complaints

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• Initial Complaint

  Date:10/04/2024

  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.

  I would like to file a complaint with the ************************************ experience with Shelley's storage C3 Unit ************************* Shelley, ID ***** was extremely poor. Upon visiting my C3 unit, on 9/26/2024, I discovered a severe mouse infestation, damaging many personal belongings. F**** were everywhere, and several dead mice were found near or on my items. When I contacted the facility, the representative was rude, claiming it was my responsibility to clean and manage pests, and that they wouldn't take action or do anything to resolve the issue. (There were also several dead mice next to the units outside close to mine which, only shows the owner did not take reasonable precautions to make sure the units were safely taken care of with pest control.)I have over $2,500.00 worth of personal items which include, furniture, computer equipment, expensive clothing, and other items that were destroyed by mice chewing on it or leaving f**** all over my property. (I was told by my doctor that, Rodent f**** can lead to many deathly diseases and that, none of the property that was contaminated would be saved and only cause harm to health which I was diagnosed with cancer, would only cause more problems to my health.)In addition, I have been paying for 2 years now to keep my storage unit safe and secure and paid $70.00 per month a total of $1680.00 ?A total Loss of $4180.00 I would like to request some kind of Refund, and loss of my property, including assistance from the staff to help me clean out the storage unit, I do not want my life and health at risk.

  Business Response

  Date: 10/08/2024

  To Whom it may Concern, 

  We were contacted by Shanon on 9/26/24. She let us know that there were mice inside of her unit. She was very demanding and rude to our receptionist who was trying to figure out what the problem was or what it was that She was requesting of us. There are 78 units in our storage facility and we have been operating for 4 years and have not had any complaints about mice. This is the first one. So naturally we proceed to ask her questions if there is any food or things attracting the mice. Shannon proceeded to deny that and get angry that we would not issue her a refund right away. We proceed to ask her what she was requesting of us and she said she wanted someone from our company to come and clean out the entire unit as it was now contaminated. Our representative told her that she could send someone next week to take a look at the unit. SHannon insisted that she was moving out and needed it done by someone else. Our Representative told her that if she proceeded to move out and then left belongings there that we would have to enforce our $40 cleaning fee upon move out as per our lease agreement.  Shannon proceeded to use profanity and call our Representative and evil person. On October 1 we had an owner show up and look inside her unit to find the unit completely disorganized and filled with loose closing and boxes with clothing and blankets that had no lids or anything to help keep rodents out. It was conducive to mice. Our lease agreement states we are not responsible for contents. We have had no prior knowledge to a mice problem. This same day we returned phone calls to Shannon and tried to get clarity out of what she wanted and see if we could offer some help in sorting though her stuff as she was concerned that a lot of it was contaminated with mice feces and she said she had cancer and could not be around any of that. We agreed that we would send down an owner who would help her go through her stuff and clean out any mice poop she had in her unit to help her move out. We scheduled a time for Thursday october 3rd at 10am. One min before arriving to the facility we received a text from her asking if we could reschedule to 11:30 as she was "running behind". She did not know that we were already there. We confronted her as she already had her unit open and had well over 1/2 of her things loaded in a dump trailer with the help of someone she had hired. Upon seeing the owner she then proceeded to claim that everything she was leaving in the unit was contaminated but that the stuff she had already loaded was good. I told her that if she was healthy enough to go through half of it she could go through the rest. She was trying to get us to take care of stuff that she no longer wanted and leave it for us to deal with like a lot of people do. Her claim to damages is completely false as she already took welover half of what was in there. The stuff she left behind is no where near the dollar amount she claims and we can get the pictures to prove it.  We have enforced the $40 cleaning fee and will make provisions for mice abatement now that we know it is an issue. We can not fix an issue we have no idea exists. 

  Customer Answer

  Date: 10/16/2024

  I am writing to address the numerous issues I have encountered with the storage facility.
  
  Maintenance: The agreement should clearly outline the facility's responsibilities regarding maintenance and pest control.
  
  Furthermore, I found the manager to be extremely rude and lacking in basic customer service skills. He showed a complete disregard for my health and well-being when I had to access the facility and was disrespectful towards me in front of the person I had hired to assist with my move. The manager frequently changed the access times, causing significant inconvenience due to the hired help's schedule.
  
  I was explicitly informed by the City of Shelley, Idaho, and the Public Department of Health that the storage facility should conduct monthly maintenance to prevent mice and rodent infestations. Customers should not be burdened with the responsibility of maintaining the facility or providing notice about pest issues. I expected the facility to uphold its end of the agreement by ensuring the protection of my personal items.
  
  I incurred a substantial loss of over $1650 for 2 years of storage and suffered damages of over $1500 to my items due to the mice infestation. I refrained from moving my belongings due to the presence of mice feces. The manager was demanding and insisted that I enter the facility, threatening to charge me for cleaning it himself. Despite my concerns about health risks associated with the dead mice and feces, the manager displayed a lack of empathy and was uncooperative.
  
  The boxes in my unit were opened because on September 16th, I discovered dead mice when I notified Shelley Storage about my intention to move out. I requested maintenance to remove the dead mice before my move-out date, but the representative was unhelpful and did not provide the manager's contact information. I made numerous attempts to reach out, but received a response only after filing a complaint with the Better Business Bureau.
  
  The facility manager, Luke, was aware of the mice issue since my initial report on September 16th but failed to take action until October 3rd. Furthermore, he attempted to shift the blame onto me for the mice problem, which was not contained within my unit. The increased mice activity this year can be attributed to the storage facility's proximity to a potato field, and they failed to implement measures to prevent rodent infestations.
  
  I am demanding a partial refund of $1650, which amounts to $825 for the storage unit rental and $825 for the damages caused by the mice infestation. I firmly believe that Shelley Storage Facility is liable for the loss of my personal belongings and should have maintained the facility and prevented rodent infestations as per our agreement.
  
  I will also be providing a note from my doctors, confirming that the exposure to dead mice and feces has contributed to my health issues, including a rash and breathing difficulties when entering the facility.