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:10/21/2024

  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.

  My storage shed was broken into the panels were removed they failed to tell me about it yet they moved my storage sheds they kicked me out the next day saying that I let somebody in the back door with a 14-day notice and they took my coat away and locked me out the next day they took 2 months worth of payments and on the 19th of October they locked me out completely with no explanation the 14-day is a voluntary submittal according to the New Mexico State law and they have no statutes and I have attached this and sent that code to them they let people stay here all night long and go through everybody's stuff they completely stole so much of my stuff I can't even tell you I plan to file a civil suit I've tried to reach the owner of the management the only people I ever talked to is the maintenance guy and he says sorry for my luck these people do this to everybody I've seen at least 15 people get thrown out and their stuff ended up in the trash except for the stuff they wanted to keep it's a scam it's a joke and they should be not allowed to have self storage and I'm not angry this is a fact I will attach documents

  Business Response

  Date: 10/28/2024

  Hello,
  

  Thank you for bringing this situation to our attention. After thoroughly reviewing the information you provided, we could not find any matching tenant information in our system, including the address and email used for this review. The email address listed, "[email protected]," also appears to be invalid, which has made it difficult for us to verify or reach out for further clarification.
  

  We take all claims of mistreatment and security issues very seriously and are committed to providing a safe, secure, and respectful environment for all of our tenants. We encourage you to contact our office directly at ***** ******** so that we can properly investigate this matter and work toward a resolution.
  

  We value transparency and fairness in all our operations and would like to address this concern if you are indeed a tenant at one of our properties.

  Thanks, 

• Initial Complaint

  Date:09/05/2023

  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 account number is *******
  I was told on may 2nd that they auctioned off my storage after receiving a email saying I had until 5/3 to pay it in full. I just now received a email stating they just now sold my storage today 9/1. I called them asking what was going on and was laughed at by the representative on the call and told to disregard that. She couldn't provide me with any explanation as to why they have been sending me emails stating I still had my storage. I also paid for 3 months for my storage while not being allowed access to my storage because they had a string of break ins there and was told they were investigating it. I was never reimbursed for the several months that was paid and could not access my own items. I've asked to speak to management and have no been able to. I would like either my items back or the insurance payment for all of my items I lost because of there negligence and refusal to communicate. I have all the emails and correspondence from them showing dates and there responses.

  Business Response

  Date: 09/27/2023

  Dear Mr. ********,
  
  Please accept our apologies for any misunderstanding
  regarding your items stored at our Albuquerque New Mexico facility as well as
  any dissatisfaction your experienced with our customer care team’s level of
  service. We would like to take a moment to clarify this matter and respond to
  your inquiry as clearly as possible so that you may understand the events taking
  place with your previously rented unit.
  
  As of the end of January 2023, your account entered
  delinquent status for payment owing. We initiated contact with you to try and
  resolve the outstanding balance, and unfortunately we were unsuccessful in
  reaching you following multiple attempts. As part of our collections process, our
  maintenance technician overlocked your unit and verified the unit’s contents
  before any auction proceedings. Your unit was found empty; we did not sell any
  personal contents at auction and removed your unit from the auction process in
  March. We did receive a phone call from you in May advising us of your personal
  reasons why you were not able to make payment. Unfortunately, our Specialist misread
  your account and provided you with inaccurate information regarding your unit being
  auctioned in March. We certainly own this, and it drives us further to coach
  the teams on our end and improve upon the quality of our customer service. We
  apologize for the sharing of this misinformation. We take this matter seriously
  and we are taking the opportunity to review the error with our Specialist
  involved and our entire team for learnings going forward.
  
  In further explanation of the circumstances with your unit,
  we customarily utilize an empty unit to store unclaimed miscellaneous items
  left behind by tenants and enter the items into auction as a Non-Lien unit. In
  this case, the unit you previously occupied was selected. This separate
  Non-Lien auction took place in early September 2023. Upon the sale of these
  contents, an email was triggered and sent to you in error, indicating that your
  unit sold. This unit sale was not associated with you or your contents. You
  account had been closed and you balance written off late March, thus this email
  trigger should not have occurred. We truly apologize for any misunderstanding and
  frustrations during our communication with you in the past regarding your
  account.
  
  We appreciate you taking the time to provide us with your feedback.
  We will utilize this information internally to continue to improve our customer
  experience and avoid any similar situations from occurring. Please let us know
  if there is anything further we can clarify for you by reaching us at ************* ** ****** ******** *** *************