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:06/30/2023

  Type:Service or Repair 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.

  My mother owned the storage , she passed away in 2021 but the storage unit was still charging her after her death . I told them Im willing to pay for the expenses before her death and and employee told me that I will have to take that up with his manager sm, so I asked to speak with his manager or supervisor and he responded he cant do that . I told him that isnt legal to refuse to get me in contact with his boss and he said oh well thats how things go over here . I told him I dont want to waste time going back and forth because you guys plan to auction her things off while ** trying to settle this dispute now and he still refuses to let me talk to his supervisor , preventing me from trying to get my deceased mother things therefore wasting time for them to auction it off . I told him that I am the owner of my mother estate and I have her death certificate but he refuses to get me in touch with his supervisor so I can establish the bill upon my mother passing

  Business Response

  Date: 07/21/2023

  **** ** *** *********** *** ****
  
  ***********************
  ********* *******
  ****** ******** ******
  ******************************************
  
  Re: NYBBB Complaint #********
  ****************:
  Thank you for bringing the complaint filed by ***** to our
  attention. We have completed our investigation of the complaint.
  We disagree with **************** allegations.
  ************** was not denied the ability to speak with a manager or
  supervisor. ************** asked for the telephone number of a
  supervisor. The employee who was present advised him that he
  would take his telephone number and a supervisor would call ***
  ***** back to discuss the matter. This was not acceptable to ***
  *****. He became irate and rude. He left the facility without
  providing his contact information.
  The employee acted in accordance with company protocols. It is
  the companys policy in the instance presented to obtain the
  customers telephone number and communicate the issue and
  information to a supervisor. The supervisor will familiarize
  himself/herself with the issue and return the call within a few
  hours. This results in a more productive conversation as the
  supervisor is familiar with the issue when he/she calls the
  customer.
  
  We also disagree with **************** claim that the estate of the
  deceased tenant is not responsible for the occupancy fees for the
  storage unit post death. The estate remains responsible for the
  occupancy fees while the unit is occupied with the deceaseds
  property. Since ************** has recently been appointed the
  administrator of his mothers estate, as the administrator, he is
  responsible to pay the outstanding occupancy fees. If he wishes
  to discuss a potential compromise of the fees, we are amenable
  to such a discussion.
  Thank you for your attention to this matter.

  
  Sincerely,

   

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

   

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I tried to pay for my mothers property the same week she died but when I called they told me that if I dont present a death certificate and be the owner of her estate then I cant have access to her property until everything is obtained ( this was in August 2021 ) . Ive further read their response and automatically detected a lie because I have never visited that storage unit in my life , so when they said I left the facility without giving my information, that is far from the truth because everything was done on the phone and this was around June 24 to June 28 2023 . Also I did not ask for the supervisor at first , I told the man present at the time my issue at hand , i explained to him that I just currently did everything they ask for which was obtained the death certificate and show proof that I owned my mother estate . He then told me that I still cant go into the unit until everything was paid off so I asked him to talk to his supervisor because I dont think its fair to refuse to allow me to pay for the unit until I became the owner of my mother estate and obtained her death certificate. So he said he cant do that but he can take my number and pass it on so I asked him how long will it take to get in touch with his supervisor because you guys are threatening to sell my mothers things so I dont have too much time to wait before you guys sell it and he responded that he dont know . So I ask for him to give me an estimate and he said he cant ! So I elaborated one late time of the importance of the time frame that I have because my mother is gone and Im never going to see her again . I told him that her things dont have any money value in there its just sentimental value . I explain that its unfair to force me to go through a court process knowing that it will take time then hold me responsible for extra payments after my mothers death , I just got power over her estate and I will pay any bills before her death because a dead person cannot pay bills . But he said he cant help me so I said ok thank you and have a nice day . At no point did I get irate and how can he believe his employee if they lied about me being irate or even being at the facility. My mother has nothing in there that they can make money from so why not come to terms and allow me to pay for whatever her bill was before her death .

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  My mothers items are not at any worldly value at all . I dont even want all the things in there I only want things of sentimental importance to me . Which are things of zero value that they can make money off of . I suggest they simply allow me to look through my mothers things with their supervision and watch me take nothing over the value of then dollars .if they are looking to make money off of her things then they are wasting their time . Lets come to terms , Ill offer 500 because I know its not even 500 dollars worth of items in there , so Ill offer 500 for the locker or they can allow me to get things from the locker with sentimental value only and do what they will with the rest 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Im at the storage unit and they let me in but when I asked to see a form they rushed me to sign they said they cant let me see it.

  If you dont mind can you request any forms I signed because they are not trying to give me everything. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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