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:05/13/2025

  Type:Billing 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 am charged for insurance every month and they are trying to not pay $2000 on my claim that was from a break-in/burglary that was the storage facility's former female manager, who had the master keys to all units and they are telling me they haven't made a "determination" whether they are going to pay on my claim or not???? this complaint was filed in September 2024. I reported all this information to the police. This insurance company gives you impossible hoops to jump thru and I jumped thru them and gave them all the ridiculous forms and my police report. they should honor their customers that are insured. I certainly did not ask to be robbed and have my personal items stolen by their clients 360 storage. They should require background checks and they should be clear of any burglary reports before agreeing to insure their clients. Its those renting units that are charged a monthly rate for coverage. If they don't pay on valid claims then they are just ripping people off taking money when there isnt really any coverage on peoples property.

  Business Response

  Date: 05/29/2025

  Attached please find our response for complaint ******** for ****** ********.

  Customer Answer

  Date: 05/29/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23321376
  
  I am rejecting this response because: I am writing to bring to your immediate attention a criminal matter involving the operations at 360 Storage Centers, under your forced insurance coverage, that customers are billed monthly for, constitutes a serious breach of fiduciary and legal responsibilities on the part of Alchemy Insurance Solutions **** It is with urgency that I detail the criminal activities taking place at this facility and the integral role your insured client appears to play in facilitating these crimes, and your role in its continuation by not honoring your agreement to cover those who rent storage units. Your obligation is to the renters, not the storage facility. By not paying on valid claims, you have breached the agreement between your clients, the renters, and you are also a danger to the public at large. It is apparent that you do not cover anyone but the ones committing crimes against the public, thereby making you an accomplice. It has become obvious that management at 360 Storage Centers has been aware of ongoing criminal acts, including burglaries targeting customer units. Disturbingly, evidence indicates that management has actively participated in these unlawful activities. Specifically, the former facility manager, who retained a master key to all units, has been re-admitted onto the property. by the company's janitor who is a large part of this criminal organization. This individual previously kept a key to every locker, enabling her and a male employee, who serves as a janitor, to unlawfully access and burglarize customer units without tampering with or breaking the locks. Moreover, this male employee was observed escorting the said manager onto the property, further implicating the facilitys involvement in orchestrating these burglaries. It is evident that the entire operation functions as a criminal enterprise, systematically defrauding and stealing from unsuspecting customers. My personal experience substantiates this misconduct. After discovering that my unit had been burglarized, I immediately documented the scene with photographs, including images of neighboring units and a locker that contained my stolen property. I promptly notified the only on-site personnel present at the time, who was the male janitor. The very next day, that unit was cleared out, and my property was gone. The only person I reported that information to was the male employee. This sequence of events shows that the entire operation is orchestrated to facilitate such thefts, and Alchemy Insurance Solutions **** is 360 storage insurer. It is important to highlight that your insurance policys terms stipulate that claims are typically paid only when a verified break-in has occurred. Given the situation, it is clear that the managements scheme, allowing unauthorized access through retained keys, renders such break-ins virtually untraceable through conventional evidence. As a result, your client, 360 Storage Centers, is deliberately circumventing the requirement for proof of break-in by engaging in a coordinated effort to steal property, thereby leaving no physical evidence of forced entry, but it is nonetheless a burglary and constitutes a break-in. Your interpretation and definition of the word "burglary" is not only inaccurate, it is a made-up version on your part, to attempt to release your obligation to pay on claims. Furthermore, it appears that your company has knowingly or negligently accepted 360 Storage Centers as clients, despite their active participation in criminal activities. As the insurer of their operations, you have a legal obligation to uphold the integrity of your policies and to fulfill claims for losses caused by theft and burglary, regardless of whether conventional evidence exists. When an insured entity engages in criminal conduct that results in property theft, the insurance company is responsible for compensating affected customers, especially when the insureds own actions directly contribute to the loss. This situation demonstrates a collusion between your insured client and the facility management to deny legitimate claims by exploiting policy provisions. Allowing a client to operate in such a manner not only undermines the purpose of insurance but also exposes your company to legal ************ conclusion, I demand that your company take immediate responsibility for the losses incurred due to these criminal activities. I urge you to review this matter thoroughly and to honor all valid claims arising from the thefts associated with 360 Storage Centers. Should your organization choose to continue insuring such an operation, it is imperative that appropriate measures are implemented to prevent further abuse and to uphold your legal obligations to policyholders. I demand to be compensated $2300 for my loss within 5 business days or I will be forced to include you in my lawsuit against ***********. Please consider this my formal complaint and a call for urgent action. I expect a prompt response outlining the steps you will take to address this matter comprehensively.
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/02/2025

  Please see attached response. 

  Customer Answer

  Date: 06/05/2025

  They hide behind policy provisions to deny valid claims.  Their reason for denying my claim was because there was no evidence of a break- in.  This is a ridiculous and bad faith decision because the management of the storage facility had the master key to every customers barrel lock and illegally enters customers units burglarizing people.  To not cover such a Breach of contract removes your evidence policy provision because the burglary occurred due to your clients negligence. I think an investigation or an audit is in order to see what percentage your records show about your claim denials.  You are part of the orchestrated criminal cabal between 360 and your fake insurance.. I've never heard of a legitimate insurance company with an LLC. How many claims have you gotten from your client 360 storage.  It's an orchestrated criminal organization and you are a part of it. 

  
   Complaint: 23321376
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/19/2024

  Type:Billing 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 closed out my account that was for storage rental for storage space unit number 585 located at the Istorage-8697 at ****************************************** by someone at the Istorage-8697 facitlity without my fault for missing a payment, and I was told by the storage proerty manager T. Tenearia to wait for T. Tenearia to get approval from her manager to reopen my account to active so that I could complete the payment for the storage rental for storage space unit number 585, but I never received a return response from T. Tenearia regarding my account has been placed to active and I had to miss the payment for the month of October 2024 because my account had been closed by someone at the Istorage-8697 facility in ********************. My storage space unit number ********************************************************************* storage space unit 585 at Istorage was stolen from the storage space. My personal propery that I stored in the storage space unit 585 was an Amana washer machine and an ************** dryer. I filed a Incident report for the burglary with the Washington County *************** located at ******************************************************* and the telephone number of *************. I reported the burglary to the managers at Istorage-8697 and I gave the managers at Istorage-8697 a copy of the Incident report and a copy of the receipts for the Amana washer machine and the ************** dryer. I file a claim for the burglary with the Cornerstone Insurance Producers LLC located at *******************************************************, and submitted a copy of all the requested documents that Cornerstone Insurance Producers requested I send to them. Cornstoner Insurance Producers LLC denied my claim even though Istorage-8697 was the reason for my account being closed causing me to miss the monthly payment. someone at the facility closed my account and then stole my property out of my storage space that I rent from Istorage-8697.

  Business Response

  Date: 12/26/2024

  Please see attached response.

  Customer Answer

  Date: 12/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22711413
  
  I am rejecting this response because: The Istorage's insurance coverage is what the Cornerstone Operations Group is and the Istorage's managers is at fault for my insurance premium not paid in October 2024 and November 2024 because the Istorage's managers closed my account without my permission or a missed payment and then then Istorage's managers instructed me to wait until they approval my account to be reactivated at the Istorage before I could make another payment to the account for rental space and caused me to miss payment on the account for rental and insurance. The Cornerstone Operations Group LLC should have investigated the Istorage's cameras located at the Istorage facility and searched to see whether or not the burglary and theft of my property stolen from storage unit number 585 was caught on camera at the Istorage and who was recorded on camera breaking and entering into storage unit number 585 and stealing my property from the storage unit at Istorage.
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/31/2024

  Mr. ******,

  The concerns you express regarding your payment being missed with Istorage needs to be addressed to Istorage.  If you have any documentation to support you paid your premium for the period in question, please submit that to us.  Once you straightened out your account issue with Istorage, you should have been able to pay the past due amount to include the premium.  That being said, the claim would still not have been covered due to no force noted, including video.  

  Sincerely, 

  ***** ********, CPCU, AIC

  Customer Answer

  Date: 12/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22711413
  
  I am rejecting this response because: My property was stolen out of the Istorage storage space unit number 585 located at the address of ******************************************. The Istorage managers did not inform me of when the storage space unit 585 was opened and my property was stolen out of the storage space unit 585. The storage space unit 585 was kept with a Brinks master lock on the door of the storage space unit 585 to keep the storage space unit locked with my property locked inside the storage space unit 585. The Brinks master lock was placed on the storage space unit 585 by myself. The Brinks master lock was removed from the door of the storage space unit 585 and the door of storage space unit 585 was opened by lifted up completely to remove my property out of the storage space unit 585 without my consent for my property to be removed and my without permission for my property to be taken and without my knowledge that the storage space unit number 585 was opened and  without my knowledge of my property being taken. The property was stolen in a burglary that took place at the Istorage located at ****************************************************************************  The managers of the Istorage did not inform me that my storage space unit that I rented had been broken into and the property that I owned that was stored inside the storage space unit had been taken. The managers of the Istorage did not report the incident to the local police department so that the local police department could file an incident report. I found the storage space unit broken into and emptied of the property that was inside of the storage space unit after the burglary had taken place on the Istorage property and reported the burglary to the Washington **************************** myself. Yes there was a burglary that took place at the Istorage that was forced enterance into storage space unit number 585 by removal of a Brinks master lock from the door of storage space unit 585's door without the consent to have the Brinks master lock removed by the owner of the Brinks master lock and the renter of the storage space unit number 585 and without the consent of the renter of storage space unit number 585 to be entered into by another person.  My property was stolen from the storage unit and no one at Istorage reported the burglary at the time the burglary occurred, I reported the burglary after I found the storage space broken into and opened and property stolen. The managers at Istorage located at ****************************************** knew what property I had kept stored inside of the storage space unit 585.  The storage space unit 585 was broken into by burglary.

  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/13/2025

  Mr. ******, 

  While I sympathize with your situation, your claim didn't have the evidence to cover your loss.  There are differences with burglary (which requires evidence of force) and theft.  

  Any of the comments mentioned in your response that pertain to the facility must be directed to them. 

  Thank you.

  *****

  Customer Answer

  Date: 01/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22711413
  
  I am rejecting this response because: The storage space unit number 585 was lock removed and opened without the constent of the renter and the personal property inside the storage space unit 585 was taken without the permission of the owner of the personal property. The Istorage facility closed my account without notice therefore no payment could be made to the account and the payment was missed. Istorage was responsible for the missed payment occurring. No notification was given to me by Istorage before Istorage closed the my account, the ********************** admitted that the my account was closed by mistake committed by the Istorage facility and not because I had a past due payment that had not been paid. I was not at fault for the missed payment for the claim filed. Istorage was the fault for the missed payment. I was not supposed to have had my account closed by Istorage and my property stolen out of the Istorage facility and then receive a denied insurance claim because of what Istorage did to my account that meant my ********************************************* was defaulted by the Istorage facility's action to close my account without notice of a past due payment issued to me and Istorage refused to accept the monthly payment due on my account because Istorage had closed my account and refused payment to the account.
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/16/2024

  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 rented a unit from sparebox storage and paid for the insurance. My unit was broken into and items stolen. The insurance said they dont think it was a burglary and will not be covered. I am recovering from a full knee reconstruction and couldnt check it everyday. Which I shouldnt have to because I am entrusting them to protect my property. I have been trying to contact the insurance sboa to fight the issue and I get the run around and no answer or call back. My items were stolen and personal documents are missing. This is unacceptable and from the reviews this happens often and I dont understand how either the insurance or sparebox is still in business if they refuse to protect peoples property.

  Business Response

  Date: 08/29/2024

  Attached please find our response to the above referenced complaint. 

  Customer Answer

  Date: 11/04/2024

  I dont understand how this company can make their own definition of burglary. My life was stolen and I pay insurance for them to protect my belongings I am dealing with a serious injury and was unable to walk. I need to know what I can do to get them to rectify this situation. 

  Business Response

  Date: 11/22/2024

  Good Morning, 

  We responded to the initial complaint on 8/26/2024.  We made our coverage determination based on the policy language and evidence obtained in the investigation (policy was provided with denial along with explanation of coverage). If there is any new information for us to review, please let me know. 

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

• Initial Complaint

  Date:04/22/2024

  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 have been forced to pay this insurance for over 3 years by my storage unit. I was moving out and discovered water damage from a leak in the roof. I went to office and the employee came and saw the damage and verified leak in roof. I filed a claim on line the next day online 12/11. When I heard nothing from company, I filed again by email 12/18. They sent me a reply listing all the things they exclude, but did not deny my claim. They asked me to file more forms. I sent in more forms. 3/18 they sent a letter saying they would close case as they needed more forms. I called in and it was verified they had all forms.. I have written many times since and am getting no response. A customer service rep told me the *************** said there was no leak. I have paid this company for over 3 years for coverage. I would like my claim for $2,000 paid. I am worried this is inusrance fraud as it seems they never pay any claims based on reviews online.

  Business Response

  Date: 04/30/2024

  Please see attached response.

  Customer Answer

  Date: 04/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21611181
  
  I am rejecting this response because: Their denial and delays of this claim are not legitimate.  I paid for insurance on time, every month for 3 years.  I deserve to have my claim resolved as quickly, without asking me for items I can not humanly supply.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/30/2024

   

  The response letter appears to be a corrupted file.  It can not be opened and everything else is easily accessible.

   

  Customer Answer

  Date: 04/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21611181
  
  I am rejecting this response because they are asking for proof a a leak.  I submited pictures of items wet from the leak.  Multiple boxes, Individual items with water beaded on them.  The local employee verified the leak with me.  That is the proof of leak.  There is no other way items in a closed warehouse can get wet.  

  This company has a long history of not paying claims for anything.  How do they maintain a license to provide **********************.  

  
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/06/2024

  Dear ****************,

  While you did show pictures of wet items.  We did not receive verification of a roof leak.  Additionally, the facility did not find any roof leak when they inspected the unit. If you ahve any photos showing damage to the ceiling, which would support a roof leak, I am happy to revisit our coverage decision.  We need the verification as not all water claims are covered under the terms of the policy.

  Sincerely,

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

  Customer Answer

  Date: 05/16/2024

  This complaint has not been resolved.  I do not understand why it is being closed.  This is an unresolved complaint

  Customer Answer

  Date: 05/16/2024

  This damage WAS caused by a leak in the storage unit.  There is no physical possibiltie other than this.  The items were too wet for it to be humidity damage.  The local employee I reported the damage to upon discovery told me it was a roof leak and the insurance would cover the damage.  This complaint is not resolved.

  Business Response

  Date: 05/16/2024

  Dear ****************,
  While you did show pictures of wet items.  We did not receive verification of a roof leak.  Additionally, the facility did not find any roof leak when they inspected the unit. If you have any photos showing damage to the ceiling, which would support a roof leak, I am happy to revisit our coverage decision.  We need the verification of a roof leak which has not been the case in your claim.  Not all water claims are covered under the terms of the policy.
  Sincerely,
  
  ***************************
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  On 3/22/2024 I received a call from my storage unit that my locker was broken into and I immediately came to the location to find my word combination lock removed, and replaced with a company lock. I was asked when my unit was broken into and when the management found out before they called me. They told me they found out my unit was broken into 3/21/2024 but only called me the next day at 5p to notify me which was my first red flag. On top of that, after speaking to ***** the manager, I was also notified that there were five other similar break ins on the property. My second concern is why wasn't anyone with active storage units notified, because I would have immediately removed my belongings. I called the police at the property to file and report and described a list of things missing, as well as receipts and photos of my items that were taken. After filing a claim with the insurance for the storage unit, my claim was denied stating there wasn't any evidence of forcible entry. The evidence of forceable entry was my lock being removed, and belongings throw all over the place without notifying the management company I was moving out. I had just paid my balance before I was notified of the theft so there was NO WAY I planned on moving any of my things and I haven't swiped into the storage unit since February 2024. When I left, my storage unit was secured with my lock and all my belongings were present. They need to accept my claim and pay my funds to replace my stolen property. I've since moved my storage unit and secured it with two tamper proof locks but I still need to be compensated for my things that were taken. I am highly upset and frustrated, and to make matters worse this happened around my birthday. This was not a pleasant way for me to celebrate at all....

  Business Response

  Date: 04/18/2024

  Please see attached response.

  Customer Answer

  Date: 04/28/2024

  Hello,

  I have not heard back from anyone at all regarding this complaint and I am still waiting.

   

  MB

  Customer Answer

  Date: 05/03/2024

  Id like follow up. I am completely unsatisfied 

  Customer Answer

  Date: 05/10/2024

  Good evening,

  I have read over the response from the company, as well as their section of their policy describing no payouts if there wasn't a "noticeable" break-in. My issue at this point is I was told ONE entire day after the management found out my lock was missing about the situation. I have asked for cameras to be replayed proving I did not remove my own belongings, because at this point, the response seems as if I am the one responsible for the loss of my belongings when I took the reasonable steps to protect my things and leave them a place by which I thought they were safe.

  This was not the case at all.

  When I spoke with management, they mentioned there were FIVE more similar break-ins in other units inside the facility. The company did not do their due diligence in notifying or protecting my things. The lock they've seen from every audit was missing, I did not give them any notice of moving out but they called me about my payments any time they were in late. I am upset about the service I received, and the fact that I literally had thousands of dollars worth of things taken for me that I worked very hard to get in the first place.

  The reasonable notice of break in was the fact that my belongings were missing and things thrown all over the place when the company has NEVER known my unit to look this way at all without a lock for the last 7 months after I began storing my things with them. I expect my concerns to be taken more seriously. There were LOTS of things taken. My unit is right in the corner by the exit. If they can't replay and go through the cameras, no matter how many hours someone is hiding something. I want my things replaced immediately. It has been months and as soon as I found out my things were missing I took the reasonable steps right away. I left work in the middle of the day once they finally called me because I could not believe what I was hearing. I need compensation now.

  Business Response

  Date: 05/22/2024

  Good Afternoon, 

  Many of the issues noted in ********************** rebuttal are directed at the facility.  She would need to address her concerns with the facility itself.   We do not own or operate the facility.

  Regarding the coverage for the claim, based on the investigation there was no evidence of force which is required under the terms of the policy.  ********** Report states the unit was found without a lock and occurred sometime between 3/5/2024 and 3/21/2024. No evidence has been submitted to overturn the denial issued on 4/16/2024.

  Thank you.
  
  ***************************

  Customer Answer

  Date: 05/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21582588
  
  I am rejecting this response because:
  
  with them being the insurer for the facility, it is their responsibility to insure any losses that have taken place at their location. Otherwise what is the insurance for? I worked in insurance for 4.5 years, and never have I seen anything so unacceptable. The notice of forceable break-in was the facility notifying me of my lock missing stating things had been thrown and tossed around as if someone was in a hurry. I will keep fighting and I will report their insurance company as I should receive compensation for the things I spent my hard earned money on. If it werent at the location they insure and perhaps the company took the reasonable action and notified its tenants of the ongoing issue I wouldnt have to ask for anything at all because I would have all of the things I came in with
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/02/2024

  Type:Order 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.

  So a couple of days ago, I had spoken ***** to over turn my denial(dispute) for burglary that happened to my storage unit, Im not going to lie I got really upset cause her and the other adjuster and the company considered my case to be a theft even if the police report said it was a burglary and the entry was force. You have 3 witness that says the same thing. Me the police officer even the manager of the facility. I was not the only victim that day. In reality they dont go by the police report. If we want to go by law and the statute of a burglary in ******* I definitely qualify. But the term of Burglary means that someone has to break a lock, the door, wall etc!! This person(s) force their way into the top of my storage and damage/stole things in my storage!!! However, the coverage only applies with such storage space securely lock at the time of the force able entry. The mere absence of a lock will not constitute force able entry, states from there contract that I sign. Nothing said since the lock not broke we are not going to pay you!! This is what I sign in the lease agreement with yall for the property protection as aboard. I was already told from the manager they cover up to $5000 come to find out only $2000. That fact that they dont honor there policy they made is bizarre to me!!! Basically I have to take a loss of everything that was stolen and damage. At this point its pointless to have there service in which Im not paying for no more!! I just want to get a refund for the payments I made towards the unit I payed since I started this unit!!!

  Business Response

  Date: 03/06/2024

  Attached please find our response to Ms. *********** BBB Complaint.

• Initial Complaint

  Date:10/14/2023

  Type:Order 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 have been in email correspondence with this insurance company to no avail. They make up nonsense reasons (that are blatantly untrue) to deny damage coverage that happened because of their own storage company they ensure. So I need to file a complaint as they keep insisting damage to my furniture is mold when I have pictures and confirmation from ********* that its from their SANDBLASTING - ie not mold or anything water related. ********* in Durham off 15501- where Im forced to pay for this useless insurance- is where my furniture is and was damaged. They (*********) hired a 3rd party contractor (of which I should be insured against 3rd party contractor negligence and shoddy conditions of the units that allowed this) to sandblast and spray paint the outside doors. That paint and sand and dirt got all over my items. Damaging my vaccuum cleaner, couch, desk and other furniture. Cornerstone has refused to pay damages citing "mold"- and from all my understanding of contract law this seems against the contract to make up a blatant lie - and completely unethical. Especially when the managers at the site can confirm the sandblasting happened and I have pictures. I would like compensation for this damage and for the items i have had to professionally clean and or replace because of this company negligence. They shouldnt be able to get out of damages by making up false statements. Also even more recently, I found further damage to my couch from rodents building a nest in it. (and I do not have any food etc stored in unit). All the pictures of which I will include.

  Business Response

  Date: 11/07/2023

  November 6, 2023

  Dear *** *******,
  

  We are in receipt of your inquiry for information about the above-mentioned complaint. This involved *** ****’s storage unit located in Durham, NC.
  

  In her complaint she mentions we denied her claim for mold. That is not the case. When her claim was first reported on 11/10/2021 the wrong letter went out to her. We clarified this with *** **** at that time and apologized for the error.
  

  We agree the claim was reported for sandblasting done at the facility. *** ****’s claim was denied on 5/23/2022 because under her named peril policy the results of sandblasting is not a named peril. The denial was not for mold. Additionally we are not responsible for the 3rd party contractor hired by the facility. Her complaints regarding the work of the 3rd party contractor or facility would need to be addressed with them.

  *** **** mentions rodent damages more recently discovered. We do not have a claim for her rodent damages. She would need to report the claim to us. I attempted to contact her to get a report but her number was not in service. She is requesting a refund. We would not be able to refund her insurance premiums. 

  Please let me know if you need anything further from Cornerstone. I can be reached at ###-###-#### x****.
  

  Sincerely,
  ***** ********, CPCU, AIC
  Claims Manager

• Initial Complaint

  Date:09/15/2023

  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 required to pay for this insurance through ** Self Storage in order to store my belongings. While my belongings were in storage the facility hired an extermination company during their extermination my belongings became chemically saturated was told by the manager of said storage facility to file a claim with the insurance that i was forced to pay for as part of my monthly rental fee, upon filing this claim CORNERSTONE OPERATIONS GROUP LLC sent me a list of things they required to replace/reimburse. Take time off work jump through their 'Required hoops' for them to say sorry this is not covered; I need to file a claim against the 3rd party contractor the facility hired.They only cover sink hole, fire, tornado, missile, falling object from the sky, but would still have to provide pictures and documentation of items damaged, value at time of purchase bank records receipts.This company is running a SCAM!As for the rodent damage to my belongings it is the same issue with the same outcome. Provide them with what the ask to for/require for them to say that is not sufficient, I asked the representative I talked to if they would like me to send them my snow pants a rodent had chewed through and died would be sufficient evidence of damage and she stated no it wouldn't. this LLC needs to be investigated for fraud and running a scam.

  Business Response

  Date: 09/21/2023

  September 9, 2023
  
  Dear *** *******,
  
  We are in receipt of your inquiry for information about the above-mentioned complaint.  This involved *** *******’s storage unit located in Camas, WA.   
  
  Both losses were reported to us on September 05, 2023. Claim ****-***** was reported with the date of loss of July 22, 2023, for the fumigation of the unit. The second claim for rodent damages was reported with a date of loss of September 02, 2023.  The complaint speaks of reimbursement for insurance premiums paid. We cannot reimburse payment for coverage provided. 
  
  We have not denied any claims for the reported incidents. The report to us for claim ****-***** indicated that insured went to unit and there was a bad odor and that facility had fumigated the unit. Fumigation of the unit or damages caused by the fumigation of the unit is not one of the named perils covered under the terms of the policy.   The rodent damage claim ****-*****, is still open and awaiting a response from insured.  We spoke to *** ******* on 9/15/2023 and we informed her of the above.
  
  If/When *** ******* responds to the claims we will handle the claims according to policy language. *** ******* will have to address issues directly with the ownership of the facility, regarding the fumigation of the unit and damages caused by work performed. 
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ###-###-####.
  
  Sincerely,

  Claims Manager
  

• Initial Complaint

  Date:08/20/2023

  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 purchased burglary/theft for items stored in a public storage in space *** at ********** Self Storage in Ceres, Ca. I was burglarized and the insurance refused to pay the claim. The crime was reported to the *******Police Department.

  Business Response

  Date: 08/25/2023

  August 25, 2023

  Dear *** *******,
  
  We are in receipt of your inquiry for information for the above referenced complaint.  This involved *** ********’s storage unit located in Ceres, CA.   
  
  This loss was reported to us on April 24, 2023 with a date of loss of April 24, 2023.  The report indicated there was a theft to *** ********’s belongings stored at ********* Self Stoarage.  *** ******** has an ACV policy covering his contents with a limit of $2,000.00.
  
  Based on our investigation we denied coverage for this incident.    The insured stated on his Statement of Loss form that he went to his unit and his key didn’t work.  He had the facility cut the lock and discovered items missing. We confirmed with the facility the insured came into the office to advise a different lock was on his unit.  There were no signs of forced entry into the unit.  
  
  Based on the facts presented, we denied the claim.    The policy is clear with its definition of Burglary and defines Burglary as follows:
  
  “Burglary:  100% of the amount of insurance for each insured loss by burglary or holdup.  The term “Burglary” shall mean the act of stealing property by forcible entry in the storage space described in the Rental Agreement; however, this coverage only applies when such storage space is securely locked at the time of the forcible entry. The mere absence of a lock will not constitute forcible entry.”
  
  The policy states under Exclusions: 
  
  We do not insure:  
  
  i.Loss or damage caused by theft or mysterious disappearance, except burglary   as covered herein.
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ************ x****.
  
  Sincerely,
  
  ***** ********, AIC
  Claims Manager 
  

  Customer Answer

  Date: 08/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  As far as forcible entry, the lock was changed. That means the original  lock I placed on the storage space was forcibly (bolt cutters  and electric  saws, etc.) removed without my permission. In addition, when I opened  the door my stuff was disturbed, boxes/items missing, holes torn into boxes. The burglar changing  the lock prevented me access and gave them the ability  to return. What the insurance company stated was because I  could not produce  the damaged lock and the door was not damaged, they denied  the claim. I believe it is not uncommon  for  burglars that cut off locks to remove the old lock completely to conceal the incident  occurred. The insurance company is out of touch with such losses in the storage industry. When I visited  my storage space and found the conditions, I reported it to the management, police and insurance company. What more can a victim in this case do to prevent this crime? This scenario can happen  anywhere. I feel  abandoned  and vulnerable to burglars that seek an opportunity  to go "shopping". Where is the protection? The assertion that there is no evidence of forcible  entry is a weak argument. 
  

  Regards,
  
  ***************************

• Initial Complaint

  Date:07/01/2023

  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.

  Claim No:2023-04373 Insured: ************************* Storage Facility: **** SecurCare Self Storage *************, ***** Unit No: 344 Date of Loss: 5/28/2023 Policy Limit: $2,000 Name of the Insurance Company: Cornerstone Operations Group, LLC (Cornerstone Insurance Producers, LLC)- ************************************************************************************** Phone: ************ Fax: ************ To whom it may concern: I purchased insurance through the storage company, and recently my storage unit was burglarized. They denied the claim stating there was no proof that it was a burglary. However, the insurance company did not do their due diligence in investigating, nor did they view the camera that is sitting directly outside of my storage unit. Nor did they speak to the site manager. I spoke with the site manager. I was informed that the back gate was only used by the fire department, was open and the chain had been broken off. They do a lock check on the storage units and my unit had the lock on it. After receiving the denial, I have tried to contact them several times. They have not provided a full explanation regarding an investigation, they have not called me back, I have left several messages, as well as sent emails. I provided them with all the evidence, in addition to a police report. This is a breach of the contract.

  Business Response

  Date: 07/19/2023

  July 18, 2023
  
  Dear *** *******, 
  
  We are in receipt of your inquiry involving *** *******’s storage unit located at 3031 Equestrian Lane, Grand Prairie, TX 75052.
  
  This loss was reported to us on May 28, 2023, with the same date of loss.  The report indicated there was a Burglary/Theft to *** *******’s belongings stored at **** Securcare Self Storage Grand Prairie.  *** ******* has an ACV policy covering his contents with a limit of $2,000.00.
  
  Based on our investigation we denied coverage for this incident.  Please see both the Manager Incident Report (filled out by the facility manager) as well as the Statement of Loss (filled out by the insured). The insured stated on his Statement of Loss form that as he drove closer to his unit, he noticed that his lock was not on his unit.  In the complaint insured mentions that we did not review camera footage. We did request that information from the facility and it was not available. Lastly, please note in the police report the insured advised police that the lock was missing. No damage has been done to the latch or door.  There was no evidence of forced entry.
  
  Based on the facts presented, we denied the claim.    The policy is clear with its definition of Burglary and defines Burglary as follows:
  
  “Burglary:  100% of the amount of insurance for each insured loss by burglary or holdup.  The term Burglary shall mean the act of stealing property by forcible entry in the storage space described in the Rental Agreement; however, this coverage only applies when such storage space is securely locked at the time of the forcible entry.”
  The policy states under Exclusions: 
  
  We do not insure:  
  
  Loss or damage caused by theft or mysterious disappearance, except burglary   as covered herein.
   
   I have included a copy of our policy language and coverage denial letter issued on June 19, 2023.
  of unit ***.
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ************ x****.
  
  Sincerely,
  ***** ******** CPCU, AIC

  Claim Director