Complaints

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• Initial Complaint

  Date:12/28/2024

  Type:Facilities 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.

  Rat infestation of Storage units. Between JUL-NOV 2024 I occupied 5x units. I had over $5,000 worth of personal property damaged by rat urine, feces, and chewing. I brought this to the company's attention many times beginning in AUG with no resolution. In fact, they assured me I was the only person with a complaint, which I have found not true. Due to my work continuing to serve the Nation's Defense, I was out of country from the end of AUG until the end of OCT. Upon return, the infestation was unbelievable, with more damage than had been found in AUG, when I first tried resolving the matter with the management. It took some time, and money for me to move all five units from this location. Their remedy was for me to file a personal insurance claim. I have since found that mine, and just about all, personal property insurance don't cover rodent damage. I believe I should not be charged for inadequate storage facilities. I had personal heirlooms damaged, mattresses, my living room set, suitcases, Christmas decorations, and as shown in the picture, my Active Duty beret. These people had no interest in helping me, I had to figure out any fixes. It is a tragedy, the disregard this company has for people and their possessions.

  Business Response

  Date: 01/02/2025

  Upon receiving your report of evidence of rodent intrusion, we immediately reviewed our current pest control measures. Our standard protocol includes placing rat poison in all vacant units and maintaining bait stations around the perimeter of the buildings to proactively address potential pest issues.

  In response to your specific concern, we took additional steps to reinforce our pest control efforts:

  -Increased Bait Stations: We added 24 additional bait stations throughout the property, supplementing the 10 stations that were already in place.
  -Enhanced Measures in Vacant Spaces: Additional bait and treatments were deployed in vacant units to address any potential issues.

  We are confident that these measures will significantly reduce the likelihood of any further intrusion. However, we will continue to monitor the situation closely and remain proactive in addressing any concerns.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22741217
  
  I am rejecting this response because: When a customer accepts the terms of the contract and places their belongings in the storage unit, they do so with the expectation that those items won't be ruined in a mere 2-3 months time.  When I first identified the issue in mid to late AUG, I was first met with the candid responses from their off-shore call center to include that I was the only person who had this complaint.  I then tried, and herein lays one of the problems- that I had to take the effort, to get their person on the ground to meet me at my unit(s) to observe the issue, and to add more bait as this above response says they supposedly did.  This meeting did not happen, in fact, I drove 45 minutes to meet the guy which did not happen, nor did the call back occur before I had to leave to serve my country again.  Upon return, the infestation had increased significantly.  Again, met with the absolutely insane runaround that comes with the call center methodology, I could not get anyone with authority to contact me back.  When I finally did, I again had to come up with some sort of solution, to have their person cut my locks, and replace them after re-baiting the units. The infestation was so bad, that a couple of days later, these bait packets were chewed into and there was an increase of activity and damage to my belongings.  I believe, since I upheld my part of the contract, and paid my rent, that I should be reimbursed for the charge on storage units D14, D27, and D36 since I was not provided adequate facility and lost significant amount of personal belongings to include personal, irreplaceable items due to the rodent damage.  The company's lack of contact, delaying tactics from the call center, and allowing the environment to be such a saturation of rodents in the first place, prior to their described failed efforts above, should not come at the cost of a customer who had a reasonable expectation of adequate facility.  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/07/2025

  We apologize for this tenant's frustrations. Again, we do have rodent control and even added more after this tenant's issue. We recommend the tenant go through insurance to file a claim for any damaged items. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22741217
  
  I am rejecting this response because: Again, my insurance is separate from this.  Your location did not uphold your end of the contract in providing adequate storage facility.  I do not think I should be charged for D14, D27, or D36 from AUG through OCT.  There was no action taken after my initial report as previously described due to an inability to talk to a person with authority, and the one person I did get, couldn't coordinate for your on ground tenant to meet me, even after I took action to make it happen.  The situation got worse.  Once I came up with the idea to rectify a second failed attempt to get the on-ground person to meet me after my generous offer, the rodents caused further damage after the packets were emplaced.  This shows the tremendous infestation that existed.  I removed all my belongings as soon as I could obtain adequate transportation, and move my items. I am a 100% ****************** Retiree and this entire situation caused me physical ailments that I am being treated at the VA for, along with immense personal stress, costs incurred to rent vehicles, time off from work, etc.  I believe I should be reimbursed for those units over that time period if this business truly wants to make the situation right.
  
  Sincerely,
  
  ******* ******