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:06/12/2025

  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.

  ***** Grove chose to wait over 14 hours before contacting tenants of ************************** after becoming aware of the roof damage. During this time, it rained multiple times, and no action was taken to protect the tenants' belongings. When ***** Grove finally called to inform the tenants, he reportedly laughed and mocked them, showing disregard for the fact that their possessions were left exposed to the elements without any attempt to cover them.

  Business Response

  Date: 06/18/2025

  To Whom It May Concern:

  This is a response to the Better Business Bureau ID # ********.  

  My company that is referenced is a ****************** along with property management services for residential, commercial, and storage unit clients.  The incident referenced in this event was pertaining to a storage unit client. 

  The series of events is as follows:
  Inclement weather event happens after 7pm. 
  Property manager is notified after weather event is over that there is roof damage to a structure.
  Property manager notifies owner and leaves messages with multiple roofers in the evening with hopes for immediate response.  But more than likely response by next business day.
  After ensuring site is secure and no person is injured later into the evening, property manager gets up and drives by this site as well as all others managed prior to business hours starting to ensure we didnt have other damage to report and ensure security of this site.
  8am when business open and we call tenants.  All messages sent to tenants.  For this event there were 3 impacted.  Roofer was on site by 7am that morning prior to a new weather event.
  The person this incident is referencing, ***, did not pick up the phone when called.
  Upon his call back he spoke to ***** Grove; who upon learning that he was not local but had just moved to ****** offered to have local people move his stuff to a secure unit with no damage at no charge.  The coincidence of this person moving less than a week ago and this happening was the source of what *** felt being laughed at.  In reality it was just ***** attempting to commiserate with this person at their bad luck; while providing options to ensure his property was secured.  
  In closing all 3 storage unit renters had their property moved in less than 24 hours from notice and approval, including ***, and for this specific unit **** family member oversaw the process ensuring nothing was damaged in the move.  The only water found inside the unit was on top of a plastic tote. 
  Due to quick thinking, property management and resources.  Our owners of the unit that hire us and our storage unit clients were both able to have their issues resolved.