Complaints

This profile includes complaints for StorageMart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  StorageMart

  215 N Stadium Blvd Ste 207 Columbia, MO 65203-1160

• 

  StorageMart

  3500 I 70 Dr SE Columbia, MO 65201-6518

• 

  StorageMart

  2506 W Worley St Columbia, MO 65203-4618

• 

  StorageMart

  100 W North Ave Lombard, IL 60148-1217

• 

  StorageMart

  110 Bell Farm Road Barrie, ON L4M 5K5

  

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:10/19/2023

  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.

  My storage unit was broken into by family members of mine. They broke the lock using bolt cutters. I was informed that this had occurred after incident happened. The manager stated my unit was left opened. I reviewed the store video footage and seen who it was, no one had my permission or any key to remove anything.
  There were times in the past that we would be at the unit together but not on this day , they did have the passcode to access premises, when I was in town and we’d move things in and out, on agree dates keys were provided.
  On the day of the burglary I was not in town and key were not asked for. Per business policy if you don’t have a key you must go to front of office and they will remove lock and is the owner of unit to replace it. I was never called from facility until everything was gone. with all the cameras in facility, I was told multiple times they had the key and there was nothing they could do, Absolutely untrue.
  This unit was insured, I paid the bill and filed a police report on family members. I provided all documentation asked and even offered to send the picture of broken lock. I was told don’t bother sending pic because my claim was denied.
  When asked for a reason in writing as to why claim was denied and information on the appeals process was not given anything.
  I was sent the name of *** ******** from **** ****, the initial contact was ********* *******. Mrs ******* denied my claim first it was was escalated to Ms **** **** women were both rude and accusatory. There was no information given an appeal process, department or anything. Nor the reason for the denial.
  As of today I’m still waiting on MR ********, have left several messages it’s been 2 weeks to no avail after speaking with him and him saying he would be in touch with me soon.

  Business Response

  Date: 10/20/2023

  Ms. ******** claim was denied due to her providing access information to users that she authorized. Per the contract Ms. ******** signed (attached) she authorized two relatives as users of the account and provided them access information to both our gate systems and her unit. Additionally, Ms. ******** informed us that she has also provided a key and access to broker who is selling items for them who she did not list as an authorized user on her account. Per the contract, the customer is solely responsible for the conduct of those that they have permitted to access the space. 

  While Ms. ******** is enrolled in our protection coverage, this is not a covered loss as it is not forced entry theft. Those who removed her property were authorized to access the unit by Ms. ********. 

  Our claims department and legal counsel have conveyed this to Ms. ******** on multiple occasions and her claim has been denied. If there is additional follow up needed by our claims or counsel, they will follow up with Ms. ********.

  We ask the BBB close this case with this information. 

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Hello,I started renting unit 206 at the StorageMart located at *********************************************************** in March 2023. On the 1st of this month I noticed there was my usual rent charge of $98.89 as well as an additional charge of $24.97 for "insurance payment" I thought this was odd as I hadn't previously noticed anything other than the typical rent charge on the 1st of the month.When I checked the online portal, it tells me my lease began on September 26, 2023 and includes charges for insurance if I don't have anything listed on my file. I thought this was odd as I haven't interacted with the company since opening my account in March 2023. I clicked on my "full payment history" on my online portal and it only lists three charges all of which occurred on 9/26/2023. The first was insurance payment for 9/1/2023 - 9/30/2023, The second is for rent 10/1/2023-10/31/2023, and the third is for insurance from 10/1/2023 - 10/31/2023. I spent all day Monday Oct. 2nd calling my insurance to get the necessary information to have these charges stopped and refunded as I've been insured the entire time my account has been open. When I sent this information to StorageMart, I also asked for a full history of charges since I opened my account in March 2023. They responded that I needed to send my insurance in a different format and that they wouldn't issue a refund the two unnecessary insurance charges that occurred in under a week of each other and ignored my request for a receipt of charges. I have since sent them the proof of insurance in the requested format.I'd like to be refunded for the insurance payments that started randomly and tried to fix within a week of being charged them. Additionally, I would like a full list of charges on my account since I began renting my unit in March 2023.I would be willing to accept these charges as a credit toward my next months rent assuming I won't be charged for unnecessary insurance in the future.

  Business Response

  Date: 10/04/2023

  In review of ************************* concern we have refunded the amount of October's Value Coverage and placed a copy of his private insurance on file. *************** will need to ensure that any updates, renewals or change in policy is provided to us going forward. I have also provided the full payment ledger here.

  Regarding other concerns presented, please see additional information below:

  * On 9.26.23 StorageMart replaced all of their operating systems which is why the customer portal information may have not been as our customers are used to seeing. Going forward, all customer account information and history will be available. 

  * ***************** was provided to us on 10.3.23 and was not in a format that we could use. It was requested to be sent in a format we could use and *************** provided this to us on 10.4.23 and his account was immediately updated and refund issued. We do not remove our coverage until a policy is provided to us and do not back date charges/credits if the customer had coverage prior but did not present it to us. 

  * *************** signed up for our value coverage at the time of rental. I have included that here with the acceptance highlighted. He was not charged initially as we offer a promo for this that gives the customer coverage for free for the first month or two months depending on promo offered. This is why these charges showed a couple months into the rental term.  

  We believe that this response resolves this concern and that this should be closed. 

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/22/2023

  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.

  Since Storage Mart took over the company, there is no predictability anymore in the rental rates for storage rooms and the advertised rates are deceptive, since there is no information about how long they are likely to last.
  My husband and I have been customers since 2011 and we have 3 units between us.
  Under the old management, rate increases occurred in February of every year and long time customers had some ability to adjust the increase with the onsite manager.
  Now the rates are determined by a manager in Missouri (Storage Mart's corporate HQ) who doesn't pick up the phone or return calls.
  My husband's unit's price doubled this year, which seems above the rate for a comparable unit on the website. When I complained, this was lowered subsequently by about $20 per month, but who knows how long that price will last before the company determines it is "below market rate."
  I was forced to move to another unit due to mice in my previous unit. Since this was the company's problem (and I lost a day's pay due to the time spent moving), I was compensated with a month's free rent. A few months later my rent on this room was raised, again because supposedly my unit was not at market rate. I feel that this was especially unfair because I had to move to this unit due to the building's rodent issue. They appear to be trying to make back the one month that they gave me for my trouble by increasing my rent.

  Business Response

  Date: 09/26/2023

  To Ms ********'s concerns, it is correct that our policy is different than that of the prior ownership. However, In accordance with our lease (Lease is attached: Item 15 in specific of the attached) we have given required notice about pending increases. We always attempt to give our customers notice of any changes in terms and conditions so that they may make the best decision regarding their storage needs (Ie continue to rent storage at newly raised rate, transfer, vacate, etc.). In the past, we have also offered options of condense all 3 of Ms ********'s units to one larger, but overall cheaper in monthly rent, unit. At this time we would not rescind the increase as requested and ask that this case be closed.  

• Initial Complaint

  Date:09/07/2023

  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.

  StorageMart advertises on their website that all their Columbia facilities have video surveillance. The omission however being that the video is not for the entire facility. My daughter had her unit broken into and over 15K in possessions stolen. The run around we received after this from ******** at Storage Mart has been hostile, unhelpful and simply rude. They will not acknowledge the false advertising, the zero video surveillance (I was initially told they would check their cameras) or their negligence in omitting there was no surveillance whatsoever where my daughters unit was located. We were simply looking for a fair settlement to replace her items-some of which are irreplaceable as they belonged to her father who is now deceased. I want all students and parents to know that their items are not secure and if anything does happen they will receive some of the worst customer service treatment in their life! Unfortunately because of the difficulty we had in having any sort of helpful communication with ******** we have now had to hire an attorney.

  Business Response

  Date: 09/08/2023

  Thank you for conveying this concern to us. I will reach out to our claims team for more information and reply back with an update. 

  Business Response

  Date: 09/11/2023

  After review of this concern please see the following updated response

  StorageMart offers video surveillance as advertised at our sites. We do not claim that video surveillance covers each and every unit or position at our sites. 

  Our claims agent ******** attempted to convey the following to Ms. ******* regarding the coverage they enrolled in with StorageMart and its limitations. See attached documents of support. 

  While the coverage they enrolled in covers up to $7,500 for theft, the amount is conditional to the type of lock used on the unit. If a disc lock is not used, the covered amount is only offered up to 50% of coverage equally coverage up to $3,750. 

  I have also include an image of Ms. *******'s lock that secured the unit. It is not a disc lock and latch on the door is compatible with a disc lock. 

  We are happy to continue discussion regarding the resolution of claim under these terms if Ms ******* would like to continue. 

  Customer Answer

  Date: 09/11/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The following statement only confirms the omission of information given regarding the rental of the unit my daughter was assigned by StorageMart.
  "StorageMart offers video surveillance as advertised at our sites. We do not claim that video surveillance covers each and every unit or position at our sites."

  We are simply asking for a fair payout regarding the loss that occurred due to the omission/negligence of StorageMart advertising.  We will continue to move forward with retaining an attorney to handle this. The assigned "Risk Specialist" is employed by StorageMart and therefore is concerned with only her employer and not reaching a fair agreement.  She has also encouraged my daughter to not include me in any discussion's despite requests to do so in writing and verbally.  We have her correspondence and voicemail to back up the unprofessional and hostile communication we have received.  

  Sincerely,
  
  
  
  ***** * ********* *******

  Business Response

  Date: 09/12/2023

  At this time, we look forward to discussing the matter with Ms.
  *******’s legal representative as she has indicated this is how she wishes to
  handle this matter and request that the case be marked closed. 

  Customer Answer

  Date: 09/18/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The representative with StorageMart has refused to provide us with a contact for anyone in a supervisory role.  Our attorney has reached out to find out who their legal representation is with no answer.  There is no licensed insurance agent we can contact either.  At this point we don't know if the owner/franchisee is even aware of what has transpired with this.  We feel the representative is only buying time by refusing to provide any information.
  
  
  Sincerely,
  
  
  
  ***** * ********* *******

• Initial Complaint

  Date:08/25/2023

  Type:Sales and Advertising 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.

  My aunt and me moved out of our house and we had *** *** *** * ***** move and they did a great job left paths move in and out of and two weeks later we opened our storage and boxes were thrown everywhere and food everywhere and foot print on my painting where there was a hole in ceiling and someone came through and I’m missing crystals and heirloom and furniture thrown away because someone standing on it also my lawnmower, microwave, crystal, tv, jewlrey stolen and they tried to lie tell me my claim been denied when there was never anything filled by them I had detective who said thinks it’s inside job then.they moved my rent up so I’m paying for another unit that has another hole, I have stolen items 3000 worth of stuff missing or damaged and they not trying to pay me for all my property damage I got pictures,detectives paperwork

  Business Response

  Date: 08/28/2023

  Thank you for the information. We have passed this to our Regional Manager for a resolution. 

   

• Initial Complaint

  Date:08/24/2023

  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.

  Without warning the business increased the monthly charge from $145 to $229 dollars a month for a storage locker.

  Business Response

  Date: 08/28/2023

  Thank you for reaching out to us. Please provide us with the location of your storage, so we may look into and address your account. Thank you!

• Initial Complaint

  Date:08/02/2023

  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.

  I have been using this business for more than 10 years. All my business and personal matters, I have securedly store my items in this location.
  Since they have been acquired by Storage mart, they hava raised the prices significantly. From one month to the other $70 and $50 dollars.
  It is outrageous, especially after having lost everything with Covid, that they raise the prices in such manner. The units are per se 300 or 400 dollars, it is an abusive increment.
  And they don't care, their response was insulting and dismissive. They don't care that I have had more than 10 years my units with them.
  They are now providing less services, and less customer service.
  Someone should inspect their numbers and their facilities.
  Shameful

  Business Response

  Date: 08/04/2023

  Ms. ***** spoke to the
  Store Manager at the end of June in regard to her 2 units and the rate
  increase, Store Manager waived the increase for July on both units as a one time
  courtesy granting a credit in the amount of $99.00 total. The customer was
  informed moving forward the new rates would be enforced. Customer called 8/2/23
  requesting the same credit and it was denied. Unfortunately, we will be unable to waive the rent increases.  

• Initial Complaint

  Date:07/27/2023

  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.

  Ever since Storage mart took over GC storage in caldwell they have been nothing but horrible & rude people.Wev been locked out of our storage units because of them paying which is taking 4 weeks I'm told. While still paying 100% fees for this!The locked out access all day sunda and only had 3 to 4 hour access Saturdays and the units where supposed to be open during their office hours. We'll they were not on several times. I was unable to get into my unit several days in when it was supposed to be open. The office house are work hourse so yo be able to get in id have to take time off work. I tryed to get in because all of my sons birthday gifts whete in thete and couldnt. I asked to talk to a manager. A man named ****** called me a week later who said he was the regional manager for all of Storage Marts. He was horrible I explained my issues and what was going on he stopped me and said are you going to continue to yell and complain or can I talk now. I said excuse me I'm not yelling I am just trying to tell you what is happening and why I am upset. I tried to explain that it was hard to get in when it's only open during my working hours and sometimes when it was supposed to be open it wasn't. He then said well none of the other 500 people have issues so you can go somewhere else. I was shocked at this. How can a company have a regional manager who treats people like this. I myself am a regional manager of a different kind of business and I assure you I would never treat paying clients like that!!!! Storage mart should be ashamed of how they treat people and ashamed of how they let their regional manager speak to somone .They have only managed my storage unit not even a month and this is how they act. It's horrific and that man should definitely not be in charge of helping people at all. I will be leaving this place along with my family and friends units and it will be on our podcast and blogs for good quality business of Idaho and tell everyone don't rent from them.

  Business Response

  Date: 08/01/2023

  When I called this customer to discuss access to the
  facility, she was very angry and told me we never notified her of
  construction.  The notes on the account show there was a conversation and
  email correspondence show she has opened all of our emails.  I verified
  email address, and it was correct.  She then went into how rude the the manager has been to her because she wanted access on a
  Sunday.  I again tried to explain it was a short-term safety issue
  allowing people on the property at this time.  She again started yelling
  at me saying she was never going to pay for her unit.  At that time I did ask her when she would be
  moving out since we couldn’t provide her with the needs she had.  Jennifer
  told me she would not be moving out but would not be paying for her unit. 
  I told her she was on autopay and asked her if we needed to remove it. She asked me my name and told me and then hung up on me.
  
  There was an issue getting her bill correct with the
  proration, manager opened a ticket got it fixed in a couple days, called
  ******** back and got her paid and set up on auto pay.  This is sometime
  ******** complained about, her bill was incorrect but was fixed before we took
  her payment.

  Attached is the account ledger. 
  

  
  

• Initial Complaint

  Date:07/22/2023

  Type:Billing 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.

  First, they raised my rate $50 after 2 months without even an attempt at telling me. Second I was paying their insurance for 12 months when my storage unit was robbed. The gates were constantly left open and the side door was broke so anybody could get in. Come to find out that the cameras for my unit, conveniently , didn't work and I was DENIED my claim. Sara the manager, nailed the door railings back on to the unit and then lie to the claims department and said that there was nothing wrong with the door. So you tell me....made two complaints about the roaches that I did not have when I got there. Upon leaving my things were infested. Spent hundreds to get rid of them. The staff is rude and I've never been talked to and treated this way! They've given nothing to me but lies and disrespect. When speaking to the district manager he told me I was being ridiculous and told me this would never make it past him. The fact of the matter is I was robbed on their watch. It's not my fault that the cameras didn't work on my unit or that I even got robbed for that matter. I'm not going away I'm out front picketing as we speak.

  Business Response

  Date: 08/03/2023

  Ms. ******* filed a claim for theft and had the $3750/7500.  There are several issues.  At first Ms. ******* claims that her gun and other items were stolen on 03/20/23, in fact she had reported the gun stolen earlier in 03/2023 to the store manager (she asserted that the father of her child might have been the thief but then said it wasn’t him because he was in jail), her unit was checked after she reported the stolen gun and there was no damage to the door, frame or lock.  When she reported the theft on the 20^th someone had pried the lower portion of the door track away from the wooden wall but did not damage the track, lock or the latch, the door could not have opened.  I explained this to her and the inconsistencies to her story and that the claim would be denied.  Photos of the damages to door are below.

   

  No human (or most animals) could have fit through the small space between the door track and the wall where it had been pried especially with the items she had stacked up on the right side of the unit (see photos).

   

   

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

  Customer Answer

  Date: 08/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  For a few reasons. 

  1) My possessions were taken earlier than 3/20 however, I could never catch up with the manager to report it. She didn't even know about the theft before 3:20 to even have the ability to say that there is nothing wrong with the door at that time. She only came to see the door on the 20th and that's where she saw the damages.

  Really, I wanted to report to her and see the cameras. When I got upset about camera on my unit not working, SHE is the one who told me to file a claim. That's when I filed on 3/20.

  2) My statement about maybe it being my children's father was taken out of context there. I was simply brainstorming with it the manager. We were having a conversation. She said it had to have been somebody that I knew and I told her the only person that knew my storage unit was my kid's father. 

  There are no discrepancies. There is proof of damages to the door, and my stuff was infact stolen. I don't know how or who did it but that is why I paid for the coverage. I would have also had the cameras as proof. That is on Storage Mart. The whole insurance thing is a scam and I want what's mine.
  
  
  
  Sincerely,
  
  
  ****** *******

  Business Response

  Date: 08/10/2023

  Ms. ******* appears to agree that she completely forgot
  about what happened earlier in 03/2023 and then filed a claim for everything on
  03/20/23.  In my conversation with her she never mentioned anything being
  missing prior to 03/20/23.  She actually claimed the gun was stolen
  03/20/23 and only changed her story after I told her that according to her
  statements to employees it was gone before 03/20/23  Even after she
  reported the incident on 03/20/23 the door, latch, lock, and door rail were
  still working as they should and would not have allowed anyone to have entered
  or to have exited the unit with the large quantity of items she is
  claiming.  If you look at the photo of the unit with the door open, you’ll
  see camping chairs standing upright and other items on the left side of the
  unit that are not knocked down or tossed out of the way which they would have
  had to have been moved if someone could have squeezed through the few inches of
  space between the door track and the wall.

• Initial Complaint

  Date:07/21/2023

  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.

  I have been a customer for 2 yrs and recently saw various bugs when I go to my unit. I brought it to the attention of one manager and he dismissed me. I then found it increasingly bothersome each time I went in until I gathered there was a FULL FLEDGED INFESTATION. I told them again and they said I could move to a diff floor. That's the remedy????
  
  I then came to my unit this week and was locked out (they had put the overlock on). I am pretty sure this is illegal. ... not for non-payment but for what they said was "paper by my unit" calling it trash and it was grounds for eviction. I explain that I put down roach powder because of all the bugs around and they then started to scream and yell at me. I have had it. It's now in the hands of my attorneys.
  
  One bright spot is the manager ******. He has always been kind, courteous and helpful when I have questions. He should be running the facility, in my view. He's been there for years and knows the ins and outs. Problems placed in his hands are fixed immediately.

  Business Response

  Date: 07/28/2023

  Dear ******* *********, 
  
  
  
  We
  want to acknowledge your complaint and review this with you. You have two parts of the complaint; one is the issue associated with “bugs
  - infestation” and two is the issue associated with the overlock of your unit.  
  
  
  
  First,
  I want to review the concern about the overlock. There have been
  situations when you come and check the items in your storage space 10-7-72 at
  our 29th Street
  facility, when you leave the area, we found debris left over. We
  wanted to make sure on your next visit to
  the store you came to the front desk to
  talk to us. We did not deny you access to the space since we removed the overlock after
  you talked to us. Please refer to Section 6; Section 12a and 12b; and Section 13 in the Electronic Record of Contracts signed on March 3, 2022. 
  
  
  
  In
  regards the situation where you have bugs in your space. We
  have a Pest Control Vendor that comes twice a
  month to treat and protect the property. As you mentioned, we have offered you
  to transfer to an area that does not have
  a problem so we can have control of the space you are renting. We
  are a self-storage company, and we don’t have access
  to the space. The offer for you to transfer to a different unit is still available, so we could have the Pest Control Vendor
  investigate the space.  
  
  
  
  If
  you have any concerns, please contact the Regional Manager Marlon Moreno. His email
  address is *************************************** and
  his office number is ###-###-#### Monday
  – Friday 9:00 am to 5:00 pm.  
  
  

  Customer Answer

  Date: 07/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  1. If you need to speak to me, you have my phone number and email address. I will be happy to speak with the powers that be on ANY subject at ANY time. However over-locking someone out of their unit so they have to come and speak to you is unacceptable (and illegal). It is also a bit aggressive. What if I was there after the attendants left and needed a vital document that day? 
  

  2. Yes, you told me I may change units. I have 24 hours to do so. I have not proceeded as of yet because I have not had the time. It is a massive undertaking and something that needs to be planned. I understand this is your job and therefore your first responsibility, but not mine. So I need ti to plan this storage move. 
  

  3. I have never left trash or trash bags. I always make sure I discard my trash off premises when I have said trash. How are you  so sure it is mine? There are 18 units that share the block with me and why is it assumed it is mine? Also, may I please have the volume of trash and the frequency of trash you reference? 
  
  
  4. You have not had any problems with me until I brought the issue of bugs to your attention. These recent actions are retaliatory. I ask that you please treat me with respect and courtesy and please stop singling me out. The only thing I would like is to not bring bugs back from your establishment. I do not think that is asking too much. 
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 08/03/2023

  Dear Mr. Michael
  *********, 
  
  At this time, we have addressed
  all your questions and concerns regarding the account. As mentioned before, you
  will need to refer to Section 15 of the lease. 
  The Regional Manager Marlon
  Moreno will contact you to the number you have in file. 
  
  Thank
  you.