Complaints

This profile includes complaints for Royal Mini Storage, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Royal Mini Storage, Inc

  1500 NE 223rd Ave Fairview, OR 97024-2600

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  Royal Mini Storage, Inc

  13328 NE Airport Way Portland, OR 97230-1039

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:09/01/2023

  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.

  I was a customer of ********************** located off airport way. My father died and I placed his belongings into their storage unit, a large rollup door unit closest to the front office. They called to get permission to access my unit by cutting my lock to do building maintenance. They replaced lock w new one, but made me purchase lock from them for $15. They told me the new keys to my new lock would be locked and secured in my customer file, located in main office. When I arranged over year later to come into office to meet w Owner to get a gate code access and new keys to my new storage lock, the owner took me himself to open up my storage unit. Thats when I saw EVERTHING of value was gone, it had been ransacked and all items stolen. I was the only one who looked shocked? The owner asked me not to call police onto his property. He told me to file a homeowners claim like everyone else, to get compensation for items stolen. I was in tears. All I had left of my Deceased father, his legacy left in storage, now gone. The owner was rude, careless and started shouting how he's not responsible. Really? I had no access to my storage unit, they held the keys and replaced the lock, I didnt even access their property. I have a stack of PROOF on this theft committed. This buisness won't get away with this criminal activity. Once they accessed my unit, changed my lock, they broke the contract, became 100% liable holding my keys and promised to protect my unit based on oregon state and federal buisness laws. Not just follow contract that was voided once accessed my unit. I paid over 20k in total for storage space, over 100k worth of items stolen. The ******** police said there's no possible way anyone could've taken that much stuff out without the buisness staff seeing it take place. They have 24/7 security cameras, entry gate code and several people illegally living on the storage property above office. The owner threatened me once I filed Police report to press full charges.

  Business Response

  Date: 09/19/2023

  Below please find the response to the baseless claims in complaint # ********, dated 9/11/23 by ***************************, a former tenant of Royal Mini Storage, Inc.  Staff and *irectors of Royal Mini Storage, Inc. strongly deny and refute these defamatory claims and will cooperate with any future investigations if necessary.  

  Ms. ****** lease for unit *-7 began on April 25, 2017.  The * building is located behind the main office building, and tenant access code is required to go past security gate. The Rental Agreement (Attachment 1), signed by **************, outlines all terms and conditions, including but not limited to: IN*EMNITY, RELEASE OF OWNERS LIABILITY, AN* INSURANCE. We ask that ************** read the Rental Agreement she signed and become familiar with terms and conditions she agreed to upon entering the Rental Agreement.  

  The cut lock referenced in the complaint was not due to any building maintenance needs. Maintenance inside units is completed when units are vacant.  Historically, the only reason staff would have to access occupied units would be for emergency reasons such as fire, spills, etc- of which there is no record throughout the duration of Ms. ****** lease.  Staff have never needed access to the unit.  The lock was cut by onsite manager, following protocol for non-payment/ default as explained below: 
  

  In January 2019, ************** was in default on her unit at Royal Mini Storage, Inc.  On January 7, 2019, the onsite manager mailed to her a Notice of Lien Sale (Attachment 2), dated January 4, 2019.  This Notice clearly stated that payment was due by 1/9/23 in order to avoid public auction on 1/26/23.  ************* made a payment on the unit after the deadline on January 11, 2019 (Attachment 3) and the onsite manager subsequently removed the Unit from the upcoming Auction list- however, due to the delay in payment, the onsite manager followed protocol and had already cut the existing lock on Unit *-7 to prepare for public Auction to be held later that month.  In reviewing receipts from that time, it looks like the previous manager waived the Auction fee as a courtesy to ************** (Attachment 3).  

  ************** was not forced to purchase a replacement lock.  Protocol is for onsite Managers to place secure overlocks on units when in default.  Once ************** made her payment, she was responsible to replace the lock.  We have locks available for purchase onsite for convenience, but tenants are not required to purchase.  ************** chose to purchase a lock from Royal Mini Storage, Inc. on January 25, 2019, receipt attached (Attachment 3).  

  The key on file is the original key, which was cut following the Notice of Lien Sale.  A new key was not kept on file after the new lock was purchased in January 2019 as keys are not held in office for long-term basis as standard practice.  

  ************** makes many false and libelous statements throughout this complaint regarding the day she came to the storage facility.  ************** has had gate access throughout the duration of her lease.  She contacted the office in June 2023, over 3 years later, requesting and authorizing her lock cut on unit *-7.  Authorization was provided June 23, 2023 to cut lock.  Royal MIni Storage, Inc. staff, following protocol, cut the lock around 3pm that same day, left the old lock on bottom right corner of unit, placed a new lock on unit, and held new keys in secure office overnight until ************** arrived the following day (Attachment 4). 

  When she arrived onsite on June 24,2023, she arrived with a cheerful disposition, requested hugs from staff and brought cookies to share in gratitude of the excellent customer service she had received.  She then immediately claimed all things of value had been stolen upon opening storage unit and asked to speak to Owner.  ************** pressed Owner about whether business insurance would cover loss, but would not provide detail about what exactly she claimed was missing.  Owner informed her that per her signed Rental Agreement the business is not liable for contents inside unit.  Owner reminded her of Rental Agreement terms and  suggested she file a police report and reach out to her homeowners or renters insurance for coverage.  This is the extent of Ms. ****** interaction with Owner- brief, limited and cordial.  Owners response to ************** is standard industry practice.  Rental Agreement is attached, and applicable sections highlighted below:

  11.  IN*EMNITY. Occupant will indemnify, hold harmless and defend Owner from all claims, demands, actions or causes of auction (including attorneys fees and all costs whatsoever that are hereafter made or brought about as a result or arising out of Occupants use of premises.
  12.  RELEASE OF OWNERS LIABILITY.  As a further consideration for the use and occupancy of the space and premises, Occupant agrees that Owner, his agents, employees and assigns shall not be liable to Occupant, his agents, guests, licensees or invitees for any loss or damage, injury or death caused to them or to their property, as a result of the use and occupancy of the space and premises.  It is further agreed that any stored property is placed in the space at Occupants sole risk and Owner and Owners agents, employees and assigns shall have no responsibility or liability for any loss or damage to said property from a cause whatsoever.  Occupant acknowledges that Owner does not warrant or represent that stored property will be safely kept, nor that it will be secure against theft, nor that the premises and space are secure against hazards caused by pests, water, fire or the elements of weather or earthquake.  It is agreed by Occupant that this release of Owners liability was a bargained for condition of the rent set forth herein, and that were Landlord not released from liability as set forth here a much higher rent would have to be agreed upon.  By placing initials here X______, Occupant acknowledges he has read and understands paragrant 12.
  13.  INSURANCE:  Owner does not provide insurance covering Occupants stored property.  Occupant acknowledges that insurance is available from independent insurance companies to protect Occupant in the event of theft, damage, or destruction of his stored property.  In the event Occupant now has or later acquires insurance coverage on his stored property, Occupant expressly agrees that the carrier of such insurance shall not be subrogated to any claim of Occupant against Owner, or Owners agents or employees for any liability released herein.  Occupant agrees to indemnify and hold harmless Owner from any expense, costs or damage incurred by reason of any claim or action based in whole or in part upon such subrogation, including all attorneys fees incurred by Owner in connection with such claim.  By placing his initials here X________, Occupant acknowledges he has red and understands paragraph 13. 

  Please note: Sections 12 and 13 require an additional acknowledgement by Tenants by placing initials upon reading.  This is to make certain all parties are aware of terms and conditions, specifically related to liability and insurance.  On ****************** Rental Agreement, attached, you will find her initials on both sections, acknowledging the terms.  

  Furthermore, Per section 8 INSPECTION of attached signed Rental Agreement, the business may access unit when inspection is necessary.  However, as mentioned above there were no emergencies that required staff to have any reason to access the interior of Ms. ****** unit throughout the duration of the Lease.  The inside contents of this unit were never accessed by staff and the business never gets involved with assessing items in units.  

  Royal Mini Storage, Inc. has been operating in Portland-metro for over three decades.  We pride ourselves in the integrity of our work and providing the highest level of customer service. We have countless testimonials and references from current and past clients, and happy to share upon request.  This is the first accusation of this nature that has ever been made towards this business and it is fabricated, full of inconsistencies, and completely false on all counts.   

  As of the writing of this response, ******** Police has not been onsite or been in contact with staff or directors of Royal Mini Storage, Inc.  If a Police Report is filed as ************** was advised to do by Owner, Royal Mini Storage, Inc. will cooperate in full.    

  This is not a 24/7 facility and has never been advertised as such.  Posted gate hours are 9am-6pm, seven days a week, subject to change with notice (Attachment 5).

  There is an apartment onsite available for manager use.  It is not occupied at this time but has been available to past employees with written contracts.  Ms. ****** claim is a false assertion,  maliciously intended to damage the longstanding credibility of this business with this baseless claim.  

  Royal Mini Storage, Inc. has a zero tolerance policy for threatening and bullying behavior.  As mentioned above, interactions with Owner have been brief, limited, and cordial.  Following the initial interaction on June 24, ************** came onsite a few more times to make payment and clear contents of her Unit.  Contrary to her written claims, she made it a point to introduce her son and other family members and share her gratitude for the level of customer service she had received on numerous occasions.  Each interaction was no more than a few brief moments.  The ***** contrast in Ms. ****** actions in person compared to her written complaints are perplexing.  We understand ************** is experiencing unimaginable grief following the death of her father and are sincerely sorry for her loss; however, under no circumstance is it acceptable to fabricate such awful accusations.  The staff and directors of Royal Mini Storage, Inc. strongly deny the truth and validity of Ms. ****** claims.
  

  Thank you for your time.  Please reach out if we can provide any additional information.  
  

  Regards
  Management
  Royal Mini Storage, Inc.