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:08/08/2023

  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.

  This company falsely advertises as climate controlled when they are not. I chose this facility to store my baby grand piano for several months because they advertise their units as climate controlled, and paid a piano moving company $535 to move it there. Upon move in, the piano movers said it felt hot and humid and that I needed to buy a hygrometer to test the temperature and humidity. I returned a few days later with a hygrometer when it was 90 degrees outside and it was 88 degrees inside the facility. I called the office and was told that the AC could not be adjusted, that the inside temperature is reliant upon the outside temperature. I looked at the contract I signed and on page 8 of 11, it specifically states that the facility is not climate controlled and that they are not responsible for damages that occur due to climate. I had to get movers to move the piano out of the facility as it would get destroyed in that environment. I asked the manager for reimbursement for the two weeks my piano was there and I was denied. I tried leaving a negative but honest google review and it was deleted within minutes. My lawyer and husband also tried leaving negative reviews and they were also deleted. Go Store It is paying huge money to a content removal company to monitor and delete and anything negative from google so that the public thinks they have a shiny 4.9 rating. My lawyer also let me know that they also had me sign something that said I wouldn’t take them to small claims court for damages. So this company falsely advertises that they are climate controlled, then has the renter sign documents making it impossible to sue them for damages due to it not actually being climate controlled, and then blocks the public from knowing truth about the product. I want the money back from moving the piano once and the storage fees for having it there two weeks due to false advertising. And I want them to remove climate controlled off their website so more people aren’t duped.

  Business Response

  Date: 08/17/2023

  Since this claim is two different parts, Operations and Marketing, I am providing two different responses from these departments.

  Operations: District Manager:

  I have read the complaint from *** ****. and I have investigated the situation with the Property Manager. I have verified the temperatures were set at 80 degrees on all three floors; that is an industry standard for self-storage. Even though the HVAC units were set to 80 degrees on all three levels for cooling purposes, it was found that one HVAC unit on the 3rd floor was not working. This caused that specific floor to be hotter than normal, but the humidity level was reading 50% per the instrument that *** **** showed in her picture. Also, something else to note was the fact that an extreme heat wave was occurring in this area at the same time. This was a series of unfortunate events that occurred at the same time. Our Property Manager has been coached to advise of the standard temperature settings in the building if a customer asks. I have refunded the total amount, $52.16 on August 11, 2023, from the original storage rental charge (receipt attached). The claim by *** **** of our facility not being climate controlled, per the contract, is inaccurate. In fact, the contract does say the facility is climate controlled and the contract does go over the climate control policy. I have attached the lease and highlighted that section along with other sections pertaining to specific lease terms. The lease summary is also attached for further reference.

  Business Response

  Date: 08/17/2023

  From: **** ********** ***************************
  Date: Thu, Aug 17, 2023 at 3:15 PM
  Subject: Complaint ID: ******** - Additional response to complaint
  T** ****************** ********************

   

  Dear BBB,

   

  Since the text field was limited to 2000 characters, I cut the second portion of the response out from our Marketing Director so the response could send. However this is the response to the other part of *** ****’s claim.  Can you please add the following text as the remaining part of the response to the complaint.

   

  Marketing: ******** ***** * ******** ** **********

  In response to *** ****’s claim that her ‘negative, but honest Google review was deleted within minutes’ – this is something that we do not have the capability to do and is only controlled by Google. We do utilize a review tracking system called Birdeye, but the only ability of this program is to gather and assist us with responding to reviews. While there are companies that claim to be able to delete or remove Google reviews, this is not true, nor a capability that Google allows to remain unbiased. They do, however, flag reviews through their algorithm that they deem illegitimate, fake, part of a spamming operation, illegal, etc. Those reviews are not put online, but that is at the discretion of Google, and we have no say in whether they are removed. They do this for both overly positive reviews (review spamming to make a company look good) or overly negative reviews (review spamming to make a company look bad). My assumption is that because they had so many reviews come in from *** **** and other associated individuals (friends, family members, work colleagues, etc.) that Google deemed those reviews as illegitimate or fake and removed them. I’ve worked with Google and review platforms for over 10 years, and they have become increasingly more strict on sourcing legitimate reviews from customers. They have implemented a lot of technology to properly vet these reviews for companies, to ensure that they are not able to skew the numbers either positive or negative.

  Thank you.

   

  **** **********

  District Manager – Mountains / Midwest

  Go Store It

  *** *********** **

  ******** ** *****

  Cell: ************
  
  ******** *****************