Complaints

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• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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.

  On June 13, 2022 I rented a storage unit to store my shoes, clothes and art supplies. On January 28, 2023 I entered my storage unit to retrieve some items, only to find out my unit was mouse infested. February the 4th while entering to take my things out the unit I found it to be worse than I thought and contacted Senior Manager “***** *****” who advised us that they had removed a tenant who was storing food in close proximity to my storage unit, but never notified us so that other precautions could be made. The mice bit holes all through my brand new shoe boxes, chewing shoes strings and paper inside boxes and Left dropping’s all over new undershirts and T-Shirts as well in the unit. I have tried contacting the Area Manager ****** ****** @********** and emailed her various times @ ********@advantageconsultingmanagement.com which she refuses to respond. Now we’re being required to clean up the mice feces or denied access to our other unit.

  Business Response

  Date: 02/21/2023

  A+ Self Storage, Columbus, would like to thank the tenant for reaching out to us regarding her concerns. We always welcome the opportunity to clarify any situation to help a customer understand their lease agreement.

  A+ Self Storage requires a signed lease agreement to enter into a self-storage contract, and we encourage the customer to read the agreement fully to avoid any misunderstanding of liability or other concerns.

  The Customer’s complaint was received by management on Saturday, February 4th, 2023 in person at the management office, where she was instructed to contact her insurance company to file a claim. Area Manager was contacted and reached out to the customer on Wednesday, February 8th, 2023 to discuss her concerns. Area Manager spoke with customer and explained the lease agreement in detail and offered to assist with insurance claim filing. Customer also shared with Area Manager that she held a secondary renter’s policy above and beyond the Owner offered policy that we were aware was in force. Area Manager suggested that customer also file a claim with that secondary insurance carrier for additional potential claim assistance.

  A+ Self Storage, Columbus employs commercial pest control management on a monthly basis to monitor and prevent issues, and any complaints are handled timely. If areas of concern are identified, additional measures are put in place as soon as reasonably possible. We had no reason to believe that this customer had any problem in her unit until she notified us on February 4th, 2023. Her complaint also notes that she first noticed an issue on January 28th, 2023 but did not bring it to the attention of management.

  We do require all customers to insure their stored property to protect them against any circumstances beyond our control. In Section 10, Our lease agreement states: Occupant agrees, at Occupant’s sole expense, to maintain contents insurance on all personal property stored in the storage space with actual cash value coverage against all perils…  Occupant is required to provide proof of insurance at the time of the signing of the rental agreement or Owner shall enroll Occupant in an insurance policy offered by Owner…which premium shall be paid with rent…Occupant is advised to review the Terms, Conditions, and Exclusions of the insurance policy offered by Owner.

  Further, in Section 16, the lease agreement states: Occupant releases Owner, Owner’s employees, agents, successors and assigns from any and all liability for Personal Property damage or loss of Personal Property; for damage or loss from, …and rodent damage.

  This customer continues to rent an additional self-storage unit from A+ Self Storage, Columbus. We encourage the customer to continue to work with her insurance carriers (2) and follow the claims process for each to explore any potential compensation. Although A+ Self Storage, Columbus, does not handle processing, claim determination, nor compensation for insurance claims, we are happy to continue to assist the customer by providing any relevant documentation to either of her personal property insurance carriers.

  Thank you for allowing us the opportunity to address this concern.
  A+ Self Storage, Columbus Management