Complaints

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• Initial Complaint

  Date:11/09/2022

  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.

  In June 2022, our nonprofit contracted with the NEW Beach storage facility for a climate control unit. Paid 6 months in advance. In August we discovered that our unit had been compromised and mold was evident on a number of our belongings. Of greatest concern is the materials that we use for an exhibit. The frames had mold and the posters inside were damaged. The manager at the South Beach facility was so rude and combative. She repeatably talked about not seeing the level of damage that is in the photos and when she came to the unit she only saw minimal damage. She just refused to hear that it took us time to go through 60 frames and posters and that her quick inspection didn't allow her to see everything. She was quick to state there was no water damage in the unit. How does she know that? She gave me two moisture traps. If you knew that climate control was not sufficient, why didn't she say something or give moisture trap at signing? How do you explain so much damage in a climate controlled unit of a facility that is BRAND NEW. Did they lose power? Do they have back up power? Something happened and it is evident by the mold. It is not fair to our nonprofit. We had an insurance policy with the storage facility. Our claim was denied because the policy didn't cover mold and mildew. Some of the wood frames were even distorted. So hard to believe. The contract states that it doesn't cover mold and mildew but consideration to our damage property must be taken into account. The facility should do the right thing. Clearly something happened and they are at fault, if a climate controlled unit at $225 a month failed to protect our property. The items were bought with state grant ***** and will need to be replaced. Our resolution is that the facility DO THE RIGHT THING and bear some responsibility to aid us in replacing what was lost. Frames can be replaced for $1200 if we can purchase in a 6 pack. Printing of 24x36 posters at ****** ****** in color average $20+ (per)

  Business Response

  Date: 11/30/2022

  ************************* came in the office on 9-9-2022 advised the Asst. Manager  that there was mold on some of her stuff. She stated that she had moved her items from a non-climate control drive-up unit at another facility to our facility. She rented a temperature-controlled unit at our property.
  The Asst. Manager called me and I (Area Manager) went straight to the office to meet with the tenant. ****** and I walked down to the unit to look at the items. There was one bag with about 4 frames in it and two of the frames had fuzzy mold on them. It wiped off with my fingers. The posters in the frames had no evidence of any water damage when we inspected the unit together. She also advised me at that time that she had moved the items from her garage to our property. We opened totes to make sure there was no damage and checked for water. Nothing was wet and there were no signs of water damage. We continued to check other items in the unit and found no more mold.
  I went to the office and gave ****** two damp checks and wipes to wipe the items down. When ****** vacated the unit a few weeks later there was no moisture in the two damp checks. The Manager and Asst. Manager went to the unit the day before she vacated and inspected the unit again. At that time they still saw no sign of any water damage. The property did not lose power at any point and all heating and air units were working properly.  Per our contract the temperature remains constant, and does not go below 50 or above 80 degrees.  
  
  For your reference, please see below numbers 12 and 13 of our contract.
  12. Temperature Controlled Space. Maryland law does not define the term “temperature controlled”. This Provision seeks to define the responsibilities of Owner for providing temperature control. If the Premises leased under this Agreement between Owner and Occupant is a temperature controlled Premises, only if indicated as such in the “Terms and Conditions” section of this Agreement, then this Provision shall apply. It is agreed that Owner shall use all reasonable efforts to maintain a temperature in the building containing the Premises of between fifty (50) degrees and eighty (80) degrees Fahrenheit by heating in the Winter and cooling in the Summer. Occupant recognizes that under certain circumstances including, but not exclusively, mechanical failure of heating and cooling, material shortages, electrical or other utility blackouts, brownouts, or other failures, acts of God, labor or materials shortages, strikes, malicious mischief, extreme weather conditions, and fire that the temperature may deviate from the stated limits. Further, while the building temperature will be maintained in the range stated herein, the individual Premises temperature may vary from the building temperature. Occupant agrees to release Owner from any and all liability arising from any such failure of the temperature control system which occurs as a result of a failure outside of Owner’s direct control.
  13. Mold: Occupant understands that there is a risk of the growth of mold and/or mildew on Occupant’s stored property, even in a temperature controlled Premises. Owner does not warrant the Premises to be water-tight or dry. Mold is a naturally-occurring substance and it is possible to have mold appear or grow on Occupant’s property. To help avoid mold, Owner recommends storing property off the concrete floor, such as on pallets or shelves (do not attach to the Premises), wrapping certain property in plastic and keeping goods susceptible to mold from touching the walls of the Premises. Occupant understands that any stored property brought into the Premises that is damp or wet will likely grow mold or mildew because of its wet or damp condition when brought into the Premises even if Owner controls humidity in the Premises. Owner recommends periodically inspecting the Premises and the property and taking any and all actions necessary to protect Occupant’s property.