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:07/02/2023

  Type:Product 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 made a reservation online with More Storage Space in *******, **********. I did look at their pictures online and I can tell you it looks nothing like that in there it is very deceiving..The building is in skid row right in the middle of downtown ******* with many homeless people on drugs literally just sleeping all around the place it's disgusting there's trash graffiti it is not a place that you feel safe to go.When I got down to the place I was shocked and actually afraid to go into the building but I did and there was just one girl in there and it smelt really bad. The elevator is old something out of a Frankenstein ********** is a gate that you have to pull up and use a lever to go up and down... I did not feel comfortable nor safe... it had no walls and as you're going up and down you can see through the wood strips and the elevator makes a lot of noise and it's not stable and the rooms are like arches made of brick and just empty dark areas.The storage units were made of untreated particle board which can rot and mice and rats can get through that real easily there are no actual walls. The smell was so putrid I couldn't stand it I couldn't breathe I have allergies and I have a skin condition I cannot be in that type of environment nor did I want my belongings to smell like that and no doubt rat and mice are in there and the storage units are made of untreated particle board ??After the medieval tour and I couldn't wait to head for the nearest exit I requested my $25 refund back and the girl said oh I told you there are no refunds but, she never said such a thing if she did I would never ever rent online with any company that does not allow refunds. I have rented before and I have had to cancel and I've always gotten a refund and they need to put it in writing so therefore if they don't want to give my money back then I'm going to let people know through my reviews and my complaints that this is how this company operates, scrupulously in my opinion.

  Business Response

  Date: 07/17/2023

  We are terribly sorry to hear of this situation. Unfortunately, we do not have control over the homeless downtown ******* is currently dealing with. It is a serious problem facing all business owners in the area and one we pay for severely. We have been working with ************ and the House of Charities on the impact they are having on small business owners for years, with little improvement. We have a great relationship with the police department and have increased security due to the downtown location. We offer 24/7 video surveillance monitoring, security patrols, and our facility is protected with a user code door meaning only tenants are able to access the building. Our building is a historic factory,and is thoroughly maintained for safety. The freight elevators go through strenuous inspection and maintenance to ensure the safety of our customers.Again, we are a historic building, so the expectation cannot be of a brand new facility which is what it sounds like the customer was expecting. We spoke with the customer on the phone, prior to her arrival letting her know we do not refund reservation fees and she decided to move forward with the reservation.It states on our website that reservation fee's are non-refundable. Typically if a customer makes a habit of requesting refunds for a reservation fee or has specific needs, I would suggest they go ask for a tour prior to reserving a unit. We let her know before she left again, reservation fees are non-refundable and she acknowledged and left the property. We do believe in top notch customer service, and understand our facility isn't for everyone. The customer need an appreciation for old buildings and an understanding we focus on a clean, safe, economical option vs a brand new class A facility. We also have pictures on our website of the facility and what the customer should expect including a video of the building and pictures of the units themselves. Nothing about our policies are scrupulous. We encourage and are happy to give a tours to our customers. Our polices are stated plainly on the phone, and on our website. Our description of the property is plainly advertised on the website. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20266765
  
  I am rejecting this response because:

  Girl can say all she wants verbally that she told me no refund but, unless she has it on recording to prove it, it's all hearsay.   I on the other hand, uploaded my confirmation reservation through my email and nowhere do you see where it says "NO REFUNDS."   Maybe she doesn't know the law? The company has to put it in writing in order for it to be legal or hold ** in a court of law.

  The  pictures on their site are deceiving the hallways are dark the lights are never on  she says you have to flip them on when you come on to the floor so it's pitch black dark,... it smells  musty and has a cheesy smell that indicates mildew.  Inside of the storage units are only made of untreated particle board.  There's no actual real walls like there are in other storage units.

  She claims that the elevator and other areas of the building have been intensely maintenanced but, it didn't appear that way. I would like to see them post the documentation for that because that elevator was very crickety and felt and looked very unsafe to me and other areas of the building were dark and damp and musty and just open that is a breeding ground for rodents.

  I was just trying to make a point in my complaint that there are a lot of homeless people drugged out laying on the street all around this building. It's a very dirty filthy area on a dead end Street. 

  Sincerely,
  Torah Wolf