Complaints

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• Initial Complaint

  Date:02/29/2024

  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 paid to store my stuff at there facility it was broke into 3 times and alot of my stuff was taking and every time they did not cover my loss the whole reason I got insurance was in case I had theft but they won't compensate my loss they just take my money

  Business Response

  Date: 04/03/2024

  Please allow this correspondence to serve as the response from the Bader Self-Storage Insurance Program 
  (“Bader Insurance Program”) to the above referenced complaint filed by you, **** ***********, with the 
  State of California - Department of Insurance (“CADOI”) on March 12, 2024, and received by 
  Pennsylvania Manufacturer’s Association Insurance Company (“PMAIC”). The Bader Insurance 
  Program is the marketed name of the stored property insurance program managed by Property First Group 
  LP (“PFG”), which is the authorized agent to issue and administer the PMAIC policy discussed below. 
  *** **** ****** *** ***** ** ******

  The above referenced claim ************* arose from a PMAIC Commercial Inland Marine Policy (the 
  “Policy”) issued to A-American Self Storage Mgt Co Inc. A-American Self Storage Mgt Co Inc operates 
  a self-storage facility where you, the claimant, are a tenant renting a storage unit for the storage of 
  personal property. You were enrolled in coverage under the Policy up to the amount of $2,500 for 
  property being stored at A-American Self Storage - Rialto; located at 220 W. Valley Blvd., Rialto, CA, 
  which is a scheduled facility location under the Policy.

  The Bader Insurance Program received notice of the loss on January 17, 2024, from you, the claimant. In 
  your notice of loss, you stated that the date of loss was January 16, 2024, at which time it was discovered 
  there was missing property from the storage unit that now had a different lock on the storage unit door
  that did not belong to you. The claim was assigned to International Programs Group (“IPG”), the 
  exclusive claims administrator for the Bader Insurance Program, for processing and adjusting. A record 
  of the timeline of the events that followed are detailed below:

  ? On January 17, 2024, IPG assigned the claim to the adjuster, Erin B***, at which time she 
  emailed you, **** ***********, acknowledgement of receipt of the claim and included the 
  claims processing information and required forms and documentation needed to process the 
  claim.
  ? On January 26, 2024, you, **** ***********, emailed the handling adjuster, Erin B***, photos
  regarding the loss of stored property and confirmed they were the same photos submitted by 
  you to IPG for a prior burglary claim with the Bader Insurance Program -- ***** ************* *
  - which you submitted on September 13, 2023.
  ? On January 29, 2024, the handling adjuster, Erin B***, requested, via email, that you obtain a
  police report for this loss due to burglary and advised that a copy of the full report with the 
  police narrative was needed to move forward with handling the burglary claim. 
  ? On January 30, 2024, the handling adjuster, Erin B***, mailed you a reminder letter that photos 
  supporting forced entry into the storage unit and a copy of a police report were needed to 
  process the burglary claim. 
  ? On February 5, 2024, the handling adjuster, Erin B***, emailed you a reminder that a police 
  report is needed to process the claim.
  ? On February 11, 2024, you emailed the handling adjuster to indicate that a police report will not 
  be provided because there is a fee charged by the local police department to obtain a copy of a 
  report.
  ? On February 14, 2024, Evonne, a facility employee at A-American Self Storage - Rialto, confirmed 
  to the IPG handling adjuster, Erin B***, there were no signs of forced entry at your storage unit 
  and the video surveillance footage at the facility only shows you, **** ***********, at or 
  around your storage unit. At this time, Evonne also stated that no other storage units were 
  affected by a burglary, and no other tenants renting storage units at the subject facility reported 
  any burglaries. Evonne also confirmed that you, **** ***********, did report a burglary of your 
  storage unit to facility personnel on three separate occasions. Evonne indicated that each 
  occasion prompted an inspection of your storage unit by facility personnel, and there were no 
  signs of forced entry into your storage unit on any of these occasions. 
  We refer you to the STORED PROPERTY - ENROLLMENT DISCLOSURE SUMMARY OF 
  COVERAGE provided to you, which states in part:
  2. Additional Coverages: We will also provide the following additional coverages up to the amounts 
  stated below. These additional coverages do not increase the “Limit of Coverage”.
  B. BURGLARY: “Burglary” m***s the act of stealing Covered Property by forcible entry into a storage 
  unit or space described in the “rental agreement”; provided such storage unit or space is securely locked 
  at the time of forcible entry. The mere absence of a lock or padlock does not constitute visible marks of 
  forcible entry. You or the facility owner must immediately report loss under this coverage to the 
  appropriate law enforcement authority. Theft or unexplained disappearance is not covered unless caused
  by “Burglary”. Payment under this additional coverage will not increase the applicable Limit of 
  Insurance.
  EXCLUSIONS:
  2. We will not pay for direct physical loss or damage caused by or resulting from any of the following:
  A. Theft, except “burglary” as defined and covered herein.

  To the best of our knowledge, we have provided an exact timeline of the claim history, written 
  correspondence, claim investigation, as well as facts of the claim resulting in our decision that we have 
  outlined above. 

  We appreciate your assistance in this matter and if I can be of further assistance to the CADOI, please feel 
  free to contact me at ************, or via email at **************************

  
  Sincerely,
  Pamela L****
  Director, Insurance Account Services