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:03/31/2023

  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.

  to ******.Claims *********************** PO BOX *** HEPHZIBAH, GA ***** RE: Claim No: ****-***** Unit No: ***   The moving team packed my unit so that I could go there at any given time to get things, go inside my totes and check on my property. No I didnt go to the unit daily because I travel for work but every time I come in I go to the unit. I went to the Unit on Nov 12, 18th and 22nd. On the 22nd of November I went to get a tote and the items got wet inside. I called the office we witnessed damaged totes, mattresses and clothes damaged. I called my boss and asked for a moving voucher to get my things moved. She apologized for the inconvenience and advised me to file a claim to replace my items. I called the District Mgr and left msg about the issues. They had to locate the correct number to file a claim with. I got the number on Dec 3rd with the holidays and staff is off. I called the number and left a msg. I called the District Mgr I called ********** which wasn't the right number then they gave me another 800 and then **********. The company had been purchased by another company so the delay was having someone call me back. They told me to keep calling until I speak with someone. So during all this I was frustrated because my property is damaged and now I getting the runaround. I filed the claim once I got the correct number from the office, and got someone on the phone at Cornerstone. I'm unsure if the office at ******* knew the correct insurance company for the claim to be filed. ******* didn't tell me that my insurance had lapsed, they didn't express that I had seven days to file for a claim, and I never had any information about Cornerstone Insurance; All of this is so unprofessional and unfair to my family and I. We entrusted this company to take care of our belongings. Some things are sentimental and money can't replace it. I'm enclosing my documents below. Requesting full payment/claim paid

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  Dear *** *******,
  

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

  This loss was reported to us on December 29, 202.  The BBB complaint speaks of specific issues with ******* Augusta customer service. *** ***** will have to address those issues directly with the ownership of the facility. We cannot speak about the complaints of what occurred with their customer service.   We can however address the reason for our denial.    
  

  The insured policy cancelled on 12/9/2022.  The insured initial reported this loss on 12/29/2022 with a date of loss of 12/29/2022.  When receiving paperwork the facility and insured  there are differening statements as to when the loss was discovered.  Assuming the loss occurred prior to 12/9/2022 (the policy end date), the insured did not prove a covered water loss. The unit was inspected.  We have provided the insured with the denial on 1/19/2023.  She requested we review and she asked for another review of her claim.  At that time I reviewed the claim and agreed with the coverage denial.  We sent an additional letter to her on 2/7/2023.  There has been no proof submitted to support a covered water damage claim.  Due to no coverage, we are unable to make payment to *** *****.
  

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

  Sincerely,
  
  ***** ********, AIC

• Initial Complaint

  Date:03/28/2023

  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 rented a storage unit from ******* **** USA in Fort Pierce Florida. ******* **** charged me for insurance on my unit and **** Tenant Insurance is the carrier of my insurance. I was out of the country for six months and when I visited my unit it was infested with rodents. I called the property manager on site at the storage facility, and she took picture of the damages. I filed a claim with the **** Insurance and the company denied my claim stating that my policy does not cover rodents. According to my contract rodent damages is included. Besides when I did my I lost over 4000$ in damages. I moved from a ******* **** Facility on US 1 where **** was the manager, I stayed for 1 year and I had no rodent problem there. I moved to this other ******* **** facility where I encountered rodents. **** is collecting $10.00 a month from me for insurance. I need ******* **** to compensate me for damages. The Rodent issue has been there before I moved to the unit. I must be compensated for damages done.

  Business Response

  Date: 04/14/2023

  April 10, 2023
  
  Dear *** *******,
  
  We are in receipt of your inquiry for information about the above-mentioned complaint.  This involved *** *****’s storage unit ****, located in Fort Pierce, FL.   
  
  This loss was reported to us on March 13, 2023, with a date of loss of March 10, 2023. *** ***** reported she has damage to her belonging due to rodents.  On the date of loss, *** ***** had a policy with a $2000.00 coverage limit, excluding coverages for rodents  (policy attached).
  
  ******* **** decided to offer an enhanced product starting March  1st (or after) depending on when  payment is made for the enhanced features. *** *****’s policy under the Standard program was a month to month policy.  Her policy under the Standard program expired on 3/12/2023.  She paid for the enhanced policy and her rent on March 23, 2023.  The policy she paid for on March 23rd runs from 3/13/2023 to 4/12/2023 which includes from there on out,  the Enhanced Policy (which has a sublimit for Rodent coverages).  Since the enhancement of the policy was not in place at the time of loss (3/10/2023), we denied her rodent damage claim.   Prior to her discovery of the rodent damage on 3/10/2023, *** ***** had not been to her until in approximately 6 months according to her statement of loss. 
  
  Please let me know if you need anything further from Cornerstone.  I can be reached at ************ x****.
  
  Sincerely,
  
  ***** *********

  Claims Manager  
  
  AIC
  

  
  

• Initial Complaint

  Date:03/08/2023

  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.

  09/25/2022:I lost 1/3 of my belongings from my home that I acquired of 50 years & they only paid me $599 out of my $2000 insurance policy. My loss was probably 3 times that amount if not more. However this was supposed to be the most secure storage in Amarillo so I didn't get additional insurance. I just want to get paid completely!

  Business Response

  Date: 03/14/2023

  March 14, 2023 
  Dear *** *******, 
  We are in receipt of your inquiry for information for the above referenced complaint. This involved ***  ********’s storage unit located in Amarillo, TX.  
  This loss was reported to us on October 21, 2022 with a date of loss of September 25, 2022. *** ******** has an *** policy covering her contents with a limit of $2,000.00. 
  *** ********’s claim is a covered loss. We made payment to her on 1/11/2023 based on the information  she submitted supporting the value of her claim. She questioned the payment and we requested  additional information from her in January. We never received additional information. She then  reached out to us March 1st inquiring about additional payment. She also filed her BBB complaint. We  reached out to *** ******** and obtained additional information which resulted in an additional  payment. *** ******** has now received her full policy limits. 
  Please let me know if you need anything further from Cornerstone. I can be reached at 800-792-0345  x****. 
  Sincerely, 
  Erika C*******, AIC, CPCU 
  Claims Manager 
  
  

• Initial Complaint

  Date:12/02/2022

  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 filed an insurance claim with this company for damages to my property after the ceilings insulation inside the storage unit I rented fell on my belongings. The insulation stuck to some items and I was unable to recover them. The representative told me they'll only reimburse if water damage. I explained how there was dampness within the insulation. I spoke with contact ********************* who stated that she spoke with the manager of the Metro Storage unit here in Chicago, they told her that my belongings were inspected and found no damages which is false.

  Business Response

  Date: 12/08/2022

  December 7, 2022

  Dear *** *******,
  
  We are in receipt of your inquiry for
  information for the above referenced complaint. 
  This involved *** ******’s storage unit located in Chicago, IL.  
  
  This loss was reported to us on November
  11, 2022 with a date of loss of October 19, 2022.  The report indicated there was insulation
  damage to *** ******’s belongings stored at Metro Stld Storage- Chicago- * ***** **, Unit ****.  *** ****** has an ACV policy
  covering her contents with a limit of $2,000.00.
  
  We have not made a final coverage
  determination for this incident.  The
  insured stated on her Statement of Loss form that she visited the unit October
  19, 2022 and discovered the ceiling had caved in and the insulation was all
  over her belongings. She said the insulation was damp and stuck to her items.
  We emailed *** ****** on 11/29/2022 and requested she send pictures of the loss
  to show if it falls under a covered peril named in the policy. To date, insured
  has not provided additional photos.
  
  Also on 11/29/2022 we followed up
  with facility management to confirm if there were any confirmed leaks in the
  unit. They responded the very same day and advised they inspected the unit and
  did not see any water on her items, or evidence of any leaks,  just debris from the insulation. They also
  sent pictures of what was observed at the time of initial inspection.  We did ask if they have any additional photos.
  
  In *** ********’s complaint,
  insured states that the insulation was stuck to some items after the insulation
  fell on her belongings. Neither the facility management nor claim
  representative told the insured there was no damages to her belongings. We did
  advise insured we need additional information to determine if the loss is
  covered under the policy.  
  Insulation falling from the ceiling would not be covered under the named
  peril policy unless caused by a covered cause of loss.  

  At this time we are waiting for
  additional information from the insured 
  before making a final determination.   We also requested the facility take photos of
  the ceiling and forward to us.
  
  Please let me know if you need
  anything further from Cornerstone.  I can
  be reached at ************ x****.
  
  Sincerely,
  
  Erika C*******, AIC, CPCU
  Claims Manager 

• Initial Complaint

  Date:11/03/2022

  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 paid for insurance as part of my storage unit rental agreement with ************* which utilizes Cornerstone Insurance for their tenant coverage. On January 26th, 2022 I received a call from ******** informing me that my lock was missing on my unit and that I needed to come down and inspect for damage. I arrived on the scene to find my lock was in fact missing and filed a police report for everything stolen, in excess of $8,000 worth of items. I then filed a claim with Cornerstone as per my instructions with ******** only to find out they only provide $2,000 of coverage. On 10/26/2022 I received a letter from Cornerstone stating there was no sign of forcible entry and, due to this, they are not paying my claim. Even though the police report clearly notates that the storage unit was in shambles and the officer attempted to lift fingerprints. Because the criminal that burglarized our unit did not damage anything related to the door or care to leave behind the cut lock, Cornerstone is refusing to pay out on the policy to cover this relatively small portion of our overall loss. I feel like this is simply a scam and a simple way to for them to get out of paying out the majority of claims they receive. I would love for them to simply pay my claim, but after my discussions it appears they are firm in that decision. If that is not an option I think that, at a minimum, I should be refunded the insurance cost that I paid over the term of the lease.

  Business Response

  Date: 11/09/2022

  November 9, 2022

  Dear *** *******,
  
  We are in receipt of your inquiry for
  information for the above referenced complaint. 
  This involved *** ********’s storage unit located in Waco, TX.  
  
  This loss was reported to us on February
  15, 2022 with a date of loss of January 26, 2022.  The report indicated there was a theft to *** ********’s belongings stored at ******** #** Waco Speegleville- TX, Unit ****.  *** ******** 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 he was called by the facility when they
  found his unit without a lock. We confirmed with the facility the unit was
  found without a lock and there were no signs of forced entry to *** ********’s
  unit. Police report also supports statements from both facility management and
  named insured, no forced enty noted.
  
  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 October 21, 2022.
  
  Lastly, in *** ********’s
  complaint, insured requested full premium reimbursement for the time he
  rented.  Unfortunately we are unable to give him a refund for his
  insurance.  Any type of refund on his rental fee would have to be
  requested from the facility itself.
  
  Please let me know if you need
  anything further from Cornerstone.  I can
  be reached at 800-792-0345 x****.
  
  Sincerely,
  
  
  Erika C*******, AIC
  Claims Manager 

• Initial Complaint

  Date:09/19/2022

  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 purchase a monthly storage unit from Metro Self Storage in Marietta Ga. The insurance I purchased for my unit is insured by this company. On 08/24/2022 My fianc went by our unit and notified me immediately rain was pouring into the unit and destroyed a cherry oak table and other items. A claim was immediately filed. August 29, 2002 I received a response from ******.Claims@ *********.com stating the notice of loss they received indicated that he damage to the property may have resulted from a peril that is specifically excluded in the policy. The pictures and video provided in my response clearly showed water pouring into my unit from a hole that was cut and not properly patched in the back of the unit. The water was pouring onto a cherry oak table with removable spacer and numerous tools used for our business. All the electrical tools were ruined. I have called this company numerous times and to date , no response

  Business Response

  Date: 09/27/2022

  September 27, 2022

  Dear *** *******:
  
  We are in receipt of your inquiry
  involving *** ******’s storage unit located in Marietta, GA.  
  
  This loss was reported to us on August
  25, 2022 with a date of loss of August 24, 2022.  The report indicated there was water damage to
  the belongings stored in unit ****.  *** ****** has an ACV policy covering her contents with a limit of $3,000.00.
  
  The response *** ****** received
  on August 29th, 2022 was an initial letter.  This letter states that it is a Reservations
  of Rights letter and it is not a denial. 
  We state in the letter that we need the insured to provide further
  documentation before a final decision can be made.  
  
  *** ****** received this letter
  because under the policy some water losses are covered and some are not.  As an insurance carrier we are obligated to
  send a Reservation of Rights letter in such instances.
  
  Upon receive of the complaint we
  called and explained this to *** ******. 
  She is going to send the required paperwork so we can investigate her
  loss.  At this time a final coverage
  decision has not been made.
  
  Please let me know if you need
  anything further from Cornerstone.  I can
  be reached at 800-792-0345 x****. 
  
  Sincerely,
  Erika C*******, CPCU, AIC
  Claims Manager 

• Initial Complaint

  Date:08/30/2022

  Type:Product 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.

  Since February 5th, 2022, I have been more than patient with ******** *********, Forest Park, Ohio, and Cornerstone Operations Group. After this correspondence, I will expect to receive the check for $1630.58, as promised by letter I received from CORNERSTONE , regarding my claim #****-*****. Because I was in the process of moving, I made sure to provide a temporary address. In the event this check was somehow lost in the mail, I have contacted CORNERSTONE at least once a month, for the past four months, confirming the address, and inquiring as to what has happened to my check. After this burglary was discovered & reported, it has been a heartbreaking ordeal, as many memories and collections from my three children's "growing up" years- as well as precious photos and hand-me-downsfor for my grandchildren - are all gone. This apparently was an ongoing & prevalent series of burglaries at this ********, and NO ONE in the office posted warnings, or alerted us as renters of the problem. This delay in receiving the check only serves as insult to injury. When I spoke to other renters I encountered there, some suggested this was an "inside job", with some or all employees of ******** being complicit or otherwise involved in the burglaries. For this unit, I was asked to itemize or describe the contents upon occupancy. Foolishly, I did honestly, and now the thieves were able to take the furnishings, collectibles, sports equipment, and toys, in order to resell online, at resale shops, or flea markets. In February 2022, I carefully itemized and documented the items lost, many which are irreplaceable. CORNERSTONE estimated and offered about half the value, so I had an expectation of receiving this check for $1630.58 in a TIMELY MANNER. It has been HALF A YEAR. In the event this check was lost in the mail or misdirected, PLEASE REISSUE THIS CHECK AND MAIL IMMEDIATELY

  Business Response

  Date: 08/31/2022

  August 31, 2022

  Dear *** *******:
  
  We are in receipt of your inquiry
  involving *** *******’s storage unit located in Forest Park, OH.  
  
  This loss was reported to us on February
  11, 2022 with a date of loss of February 11, 2022.  After investigating the loss, it was
  determined her claim was covered under the terms of the policy.  We issued payment on March 14, 2022. 
  
  Based on the complaint, *** ******* hasn’t received her check.  We
  tried to call her yesterday as well as email her.  We confirmed the check has not been
  cashed.  Since we have not heard back
  from her, we will be issuing a check today based on the address she submitted
  with the BBB complaint (which matches what we have on record).   We will send the check two day mail.
  
  Please let me know if you need
  anything further from Cornerstone.  I can
  be reached at 800-792-0345 x5986. 
  
  Sincerely,
  
  Erika C*******, CPCU, AIC
  Claims Manager 

  Also, I should point out that we don't own the storage facilities.  If ****************** wants clarification on the facility not posting warnings etc, that would need to be addressed to the facility.