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:06/07/2023

  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.

  During a move we needed to store some of our belongings. In September 2023 we rented a unit from Valley Storage. In October 2023 we received a call that the lock was missing from our unit, and multiple others. The unit manager placed a zip tie on our unit until we could come look to see if items missing. We noticed right away that a pressure washer was missing and after further investigation there was also a massage gun and VR set missing. Not only were we told there was surveillance on site, we were told for 2 days after the incident the footage would be watched, until they admitted those cameras are not operational. We purchase an insurance policy on this unit (and the 3 others we were renting) and Valley is trying to get out of paying out. First they told the insurance that we didn't use the lock they provided. This is true, but only because the lock they provided did not fit in the slot on the unit and they instructed us to use our own lock. Now they're telling the insurance company that we only put a ziptie on the unit. That is false, they placed it there, as well as on other units that were broken into that day, to prevent anyone else getting in until we could arrive.

  Business Response

  Date: 06/21/2023

  This tenant rented his unit online he never physically came in the office and talked to anyone about the property. When you go  to the website to rent under the features listed it does not say there is surveillance at the property. Because we do not tell them that there is because we know that there are not any there. The previous owner did have fake cameras up to try and deter people. On 9-14-22 as doing our walk thru of the property and checking the locks  we did notice that is unit was locked in the open position. We gave Mr. ******** a call and left a voice mail that it was locked in the open position. It was corrected but on 9-28-22 it was noticed that the unit had zip ties we called Mr. ******** at Corey did speak with him. He asked Corey to cut them off and put a overlock on the unit until he could get a new lock put on and to look at his unit , so that's what we did for him. He did tell us a pressure washer was missing. We did not put zip ties on his unit or any other unit's . There was no other units that had zip ties on them and if there would have been we wouldn't give him that information any way. As far as him saying we do not want to pay out it is not us. We go thru a third party company for the insurance they decided on what they our going to pay out not us. We send all our notes that we have for his unit over to the insurance company and they go from there a determine what to pay him.