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:08/03/2023

  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 been a customer for two years in this facility and because of the domestic violence and I am a survivor I need to place some of my stuff to this storage. And I dont really go to this storage unless I need something. And because of financial hardship and couldnt afford I decided to sell some of my stuff in the storage and went back and forth to this facility meeting individual from offer up to meet up and pick up my stuff from the storage. On May 2023 I got a call from district manager name ******** and telling me that I damaged the door of the facility which I dont remember things happened like that. Then ******** told me that she called me On May 1st and leave a message which I didnt received any missed calls nor voicemail. When I spoke with her she said that they fixed the door that I broke and I need to pay about $2,200 something like that and she will send me an invoice. She said that the door fixed a month ago and I have to pay this amount which did not contacted me on the time of event. I asked if theres any proof and she said Yes and I am willing to see the video and I asked if she can send it to me and she said she can but I decided to meet her up to facility and I brought a friends to watch the video and I am trying to record it but she refused not to take any videos of the incident. I requested to show before and after video but she said that she cant! Theres no such proof and when we saw the video is a sensor malfunction on the door which everyone knows that in a public business with sensor doors that is very common to malfunction. She said that I broke the door but I didnt hit anything and their sensor door closes too soon which I experienced the same thing last year but theres no issues. I been waiting for the other requested videos from them but never heard. And after three months I got a letter and calls harassing me to pay which Ridiculous and they locked up my storage which I am paying on time. Please Help!

  Business Response

  Date: 08/23/2023

  On April 17, 2023, while accessing your storage unit; you ran into the automatic sliding door resulting in damage to it. The sliding door was pushed off its track while also being propped open. The sliding door was fully operational prior to the collision.Our maintenance team made an attempt to fix it but was not successful, so we needed to bring in an outside vendor. We've tried to connect with you by providing video footage in person or an electronic copy of what happened, but you have declined. We are very much ready and want to work with you but are asking you help cover the cost of the damage. We're only asking you to help cover the cost of the outside vendor and not the work our maintenance team did trying to repair. I've enclosed still images from the security footage showing your cart hitting the door while it was closing and then the door off track. We do appreciate you as a customer but are asking you help fix the issue that was created.