Complaints

This profile includes complaints for Acacia Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Acacia Management LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Acacia Management LLC

  314 Old Inland Empire Hwy E Grandview, WA 98930

• 

  Acacia Management LLC

  PO Box 247 Grandview, WA 98930

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:12/01/2022

  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 was renting a self storage unit, from Grandview Mini Storage in Grandview Wa, and I was behind on my payments for almost 3 months, and was locked out from my unit. On November 14, 2022 I headed over to the storage units, I was suprised with two gentlemen and two trucks with trailers attatched to them. Then I noticed my unit was open, so I pulled in front of their trucks. I got off my vehicle and walked up to them, I asked what they were doing, and at that moment I noticed my unit was empty. All of my belongings were loaded onto their trailers. suddenly the unit manager ********************* walked up and advised me that my unit had been auctioned off over the weekend. I informed her that i hadn't been given notice, and she claims she tried texting me. I asked her why I didn't receive notice thru postal mail, she just said it wasn't her decision on my unit getting auctioned off. I asked her if I could just pay what I owed, and she said no.At home I right away, open up my emails and searched for auction notice for my unit, and one search result popped up on Nov, 14 2022, but it wasn't notice of my unit going to state of auction, but a notice of my unit already sold. I look into more emails from Grandview Mini Storage and all emails, but one, were invoices. One was actually a preliminary lien notice sent to me on October 17, 2022. So, not even a month later my stuff gets auctioned off. I did some research, and learned that there's a process when getting notices before a unit actually gets put into auction. I then emailed them and advised them they hadn't followed procedure. The very next day on November 15, 2022, I received an email with a call back number. I spoke to *********************, operations manager for Grandview Mini Storage, she admitted they committed an error, apologized, and offered her full cooperation in resolving the matter. she said she was working on getting ahold of the buyer of my unit, trying to get all my stuff back, since she knew it should'nt have been sold.

  Business Response

  Date: 12/06/2022

  Response to Better Business Bureau complaint by ***************************:
  
  Compiled 12/04/2022
  
  Below you will find our response to the matter. It is our hope that the Better Business Bureau will consider all the facts of the matter and not just one. This is being tried in the court of public opinion and we hope to receive a fair hearing. As you will see in my explanation it was a mistake and we have owned up to it and made arrangements for her to receive fair compensation. Additionally there are multiple factors that fall on the side of **************** failure to abide by the lease or exhibit responsible behavior.
  
  First I want to admit that Grandview Mini Storage did fail to send **************** the Final Lien Notice as required by law. Below you will see the events.
  
  Next I would like to say that we have turned this matter into our insurance provider for the claim she is making so that she can receive a fair and adequate settlement from them.
  
  Now I would like to address the other comments she has made and share the facts **************** did not mention.
  
  She entered the facility on November 14, 2022 although she was locked out by using her fathers gate code. This is a violation of lease terms. A copy of her signed lease is attached. We did not know her father was a tenant with us. We believe she rushed to the storage because she received the notification that a payment had been made on her account. This was the auction buyers payment. It was a mistake on the part of the manager that notifications had not been turned off. I later did this.
  
  **************** makes a true statement that she was three months behind on her rent. During that three months we did not hear from ****************. She made no effort to contact us to set up a payment plan or resolve the unpaid balance. 
  
  **************** was locked out as of 09/08/2022 due to non-payment of rent. Late notices and late fee notices were issued to her through email. Someone opened these emails. I have no doubt that **************** knew her rent was overdue. She has never offered an explanation to us as to why she made no effort to reach us. A copy of her account history is attached.
  
  **************** received a pre-lien letter from the office in her email on 10/17/2022. She states in her complaint that this letter was indeed received although it appears she did not see it until after the unit was auctioned. This letter was also mailed to her address on file. This postal letter was returned on 10/22/2022 because it was not deliverable as addressed. The responsibility for maintaining a correct address on file with Grandview Mini Storage lies with the tenant. Please see 3B in the lease agreement for this contract term. **************** later stated that if we had mailed anything to her at that address it would have gone to her PO Box. The attached image of the outside of the envelope that contained her pre-lien letter is proof that the US ************** did not forward anything to her PO Box. A copy of the returned envelope is attached.
  
  On 11/2/2022 ************, the manager at the facility at the time, called **************** sister, who was listed as an alternate contact on her lease agreement profile. The sister told ************ that **************** did not have a phone at this time. Her sister told ************ that she would relay the message. We had no control over the results. Later on **************** said that her sister did not tell her about the phone call. Again, this is a violation of the lease terms. You will see in the Customer Notes that ************ recorded this effort in real time. A copy of these are attached.
  
  The lock on Unit 326 was cut on 11/07/2022. According to our written procedures this is done to BEGIN the Final Lien process. It was at this point that the Final Lien Notice should have been sent by email, postal mail and certified mail to the address on file. Our written procedures also indicate that if we have an alternate contact we should attempt to mail it to that person also. However, this was where the error occurred. ************ listed the unit on the auction site and overlooked sending the Final Lien Notice. The auction should have been listed 15 days after the Final Lien Notice was sent. A copy of our written procedures is attached.
  
  When the lock was cut a video was taken of the procedure from the moment the grinder began to run to the opening of the door. Then photos were taken of the contents. These photos were posted on the auction web site. I will attempt to attach the video of the lock cut. Please note that the video is lengthy and I have been unsuccessful in sending it to anyone by email.
  
  Later when I was communicating with **************** I sent her the photos that were taken immediately after the lock was cut. Her comment was: It didnt look like this the last time I saw it. I suggested she find out who was in her unit. She later reported that no one was in her unit and implicated us as the ones who tossed her unit. It does look tossed. Typically when people put their items in storage they take a little bit of care with how they are placed into the unit. This unit did not show any such care.  The photos are attached to this reply. 
  
  When the improper sale was first discovered I did contact the auction buyer and asked him if he still had anything. I was prepared to offer him his full price back plus $250 for his trouble to return the items. He had already taken everything to the local landfill and sold only the speakers that were clearly visible in the photos and the basis for his auction bid. The auction buyers statement of contents is attached. Fair warning: It contains some derogatory and embarrassing information. We hope you will consider his statement in your review but not post it on the web site because this would be unnecessarily embarrassing to ***************** 
  
  **************** claimed that she had $15,000 worth of goods in the storage unit. I would like to direct your attention to Item 2C of the signed lease agreement which states: ****** agrees not to store property with a total value in excess of $5,000.00 without written permission of the Lessor. **************** never requested such permission, therefore the maximum value of her contents cannot exceed $5,000.00. A copy of the signed lease is attached.
  
  Before we submitted the matter to our insurance company as a claim for them to handle we contacted an attorney who suggested we attempt to negotiate with **************** to resolve the matter privately.
  
  **************** first email back to me was a demand for $15,000 which she was sure we would accept so as not to go to court. She claimed to have contacted an attorney who told her she had a case. 
  
  Over the course of several emails we established our admission of error, and pointed out the other facts of the matter to her. We offered her $1,100 as compensation for the contents. This offer was based on the value of the contents received by the buyer, $550, times two. We could not see anything in the photos that would lead us to believe her contents were worth more than that. She has rejected that offer.
  
  I have attached all the emails between Grandview Mini Storage, *********************, and **************** that have occurred as a result of this improper lien sale.
  
  To date, **************** has never produced one single receipt to validate her claim of the very valuable contents she claimed were in the unit. She did list items that she thought were in the unit. However, we can see some of those items, but they lack the value **************** claims, based on what is shown in the photos.
  
  For your review I have attached information that shows:
  
  Text messages from our management software to *****************
  
  Notifications from our management software to ****************. (One exception is the Notice of Final Lien Sale which was generated after the fact at the request of the owner of Grandview Mini Storage so she could forward it to her attorney. This was actually emailed to me, *********************, so that **************** would not be bothered and confused by our efforts to resolve the matter.)
  
  All the emails which were exchanged between **************** and *********************, as representative of Grandview Mini Storage.
  
  A copy of the Settlement Offer, which was refused by *****************
  
  The text messages exchanged between **************** and *********************. I screenshot the pages and linked them by showing the last text on one page as the same text on the next page.
  

  I am only permitted to attach four items. If you do not see a referenced item here I will be glad to email it to you. 

  The manager who committed this mistake is no longer employed by the facility.

  
  

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18444137
  
  I am rejecting this response because:
  The buyer didn't give a list of all the contents from the unit, instead he chose to give his opinion about some of the things he got from his purchase. He left out all of the things I provided receipts for, and some other items of value. The buyer can not deny that he got any of those things, because I know they were in the storage, and I can actually point some of those things out from the pictures they took when the lock was cut.  How can they possibly feel their offer is reasonable, just because the buyer claims that the only thing of value were a couple of speakers that he sold for $550. He didn't mention a playstation 5, in it's box, or a VR system, also in it's box. I'm very sure he made good money for those two items alone. Even more money after selling my other things. I do not understand why the buyer didn't at least mention other things of value in which I provided proof of receipt. Besides the speakers the buyer claims to have taken everything else to the landfill, so that means everything else he forgot to mention plus all my documents and a lot of pictures that, by law, were supposed to be returned to me? I can not accept the offer, it's nothing close to reasonable. Everything I owned was sold, and everything I should have gotten back was disposed of.

  Sincerely,
  
  ***************************

  Business Response

  Date: 12/12/2022

  First please be advised that our insurance company has already reached out to **************** to settle this claim. We took the most responsible action we could take and filed a claim and paid our deductible. 

   

  Second, please be advised that **************** has not provide a single receipt to validate her claims. Everything is just words. I have never seen a receipt. I do not understand how she can claim these specific losses without proof.

   

  While this is an unfortunate event we took steps to resolve it, first by attempting to settle with her, secondly by turning in the claim to our insurance provider. 

   

  If the role of the Better Business Bureau is to get business and consumer to talk then that has been done. Since she is not willing to talk with  us it is in the hands of our insurance company. What more does the BBB think we should do?

   

  Thank you,

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

  Operations Manager

  Grandview Mini Storage