Reviews

Review Details

• Review fromAbigail S.

  Date: 11/17/2022

  1 star

  Abigail S.

  Date: 11/17/2022

  Corporate Office
  Morningstar Properties, LLC
  725 Park Center Dr
  Matthews, NC XXXXX
  
  Do not use Morningstar Storage. Go elsewhere because this place is not it.
  
  I've had nothing but trouble dealing with the staff here. They have been unhelpful, rude, and dismissive ever since the first issue occurred.
  
  Telling me the units are climate controlled in the B building, but then tell me way later that after I give multiple complaints about the heat issue that the thermostat is inaccurate? And you tell us that it is accurate because here are your readings? Oh, okay. Makes perfect sense.
  
  I bring up the fact that the B building has a mold and mildew problem. "Sounds like an insurance claim." Guess what, it's not. My claim was denied.
  
  Morningstar is wanting to do nothing about the issue. They just brush it under the rug. My livelihood that I had in that storage unit is gone. I have complained to the corporate office and to the property manager at this location. Nothing gets done. They did not fulfill their end of the contract and let their B building become worse after it was brought to their attention multiple times. Not to mention, the break in that happened in the eight units, one unit from mine, looking for a firearm and not being told about it? Just a "Well, we didn't feel you needed to know"? And when asked who is the person above the property manager, you mumble a male name and when asked if said male name is correct, you correct yourself and rush through the phone call, ending with, "Hey listen, I have a customer here so I have to get off," and hang up before I get a word in? Extremely unprofessional and dismissive.
  
  There seems to be no point contacting the corporate office to escalate higher than the property manager because they just send it to the property manager. And no, Tilex will not clean fabric and leather.
  
  When I did get someone higher up, they called the wrong phone number than the phone number that I gave when I escalated. And I still have yet to hear back from Brandee Porterfield after I called her back and left a voicemail.
  
  They deserve zero stars, not this one star I have to give them. This place is a scam. Save your money and go elsewhere.

  MorningStar Storage

  Date: 11/30/2022

  Ms. S, I've spoken to you via phone and email multiple times in the last several months, so it's not accurate to say you haven't heard from me. We have honored all aspects of our contract with you and both the property manager and I have attempted to help you resolve your claim. There has never been a mold or mildew issue in the building, nor had you made any claims of temperature or humidity concerns prior to moving your items out and demanding a full refund plus damages. The first time you alerted us to any concern was after you moved out, and at that time we recommended you file an insurance claim, per the lease you signed. As we have explained on several occasions, we have provided appropriate levels of heating and cooling in the building to protect stored items from extreme outside temperatures. We've had no temperature or humidity issues and showed you the readings from our regular monitoring of the building, which have always remained within the industry standard guidelines and would not have allowed mold or mildew to become an issue. You told us your insurance claim with Cornerstone was denied, but this is not true. We reached out to the insurance company on your behalf and were told that as of 11/22/22 although they had all the information they needed from us, they cannot complete your claim because you haven't provided the necessary information to move forward. I shared this with you by email that same day and advised you to send to them the documentation they were requesting so they could assist you. However, prior to this, believing your statement that your insurance claim had been denied, I made you two separate offers in September and October, which you declined. We don't know what a customer is storing or the condition of the items being stored, and we can only ensure the appropriate climate conditions inside the building, which we have done. Since you never alerted us to any concerns during your tenancy or allowed us to view the items you claim were damaged, our offers to you were more than fair considering there has been no negligence on our part. I would again advise you to complete the insurance claim with Cornerstone. Morningstar is committed to providing a safe and secure place for storing your items and we go above and beyond to provide excellent customer service. Considering we have always ensured the appropriate climate conditions of the building, provided information to your insurance company on your behalf, and made two offers to you despite no failure or negligence on our part, I'm not sure what else we can do for you.