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:06/22/2023

  Type:Billing 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.

  ********* Legislature: ****** Withholding from and return of security deposits. These people refuse to return my security deposit. It's been 43 days and counting. They are Crooks who do not abide by the following WI law:(4) Timing for return. A landlord shall deliver or mail to a tenant the full amount of any security deposit paid by the tenant, less any amounts that *** be withheld under subs. (1) and (2), within 21 days

  Business Response

  Date: 06/27/2023

  We have received the complaint that you emailed us about. This individual damaged a brand-new storage unit while renting the unit.  The location manager spoke with ***** on 6-26-23 to explain that the damage has not been fixed yet.  After talking with *****, the manager decided to send the security deposit back now instead of waiting until the unit was fixed.  The metal in the unit is damaged and cannot be repaired.  The metal sheet will now need to be replaced to fix this issue.  The truck he stored did not start and ended up having to be towed.  The location manager did assist ***** when he called asking for assistance to jump his truck's battery when the truck did not start.  When the truck's battery could not be jumped, ***** explained he would have to have the truck towed.  The marks on the concrete are from not placing the truck in neutral before they started to pull the truck out of the unit.  This will also need to be continued to be removed from the floor.  We have been more than fair to ***** with what has happened to our unit.

  
  

  
  

  Have a great day,

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Lucky Hills must have me confused with another customer. Upon retrieving my truck from **********************, I did not have any trouble starting my truck and it did not have to be towed.  My wife can attest to this fact.  

  At no time in the past 44 days did Lucky Hills ever contact me about damage to the unit nor did they ever ask me to repair it.  I have absolutely no idea what they are referring to.  If I do not receive my full $120 security deposit back, I ******************** In all my days I have never run into such a shady and corrupt and lying group of people.  

  
  Regards,
  
  *********************

  Business Response

  Date: 06/27/2023

  As explained he was mailed his security deposit back. 

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below

  Everything that Lucky HIlls has said is either a lie or they have me mistaken with someone else as I previously suggested.  Here is an excerpt from their latest communication:

  The truck he stored did not start and ended up having to be towed.  The location manager did assist ***** when he called asking for assistance to jump his truck's battery when the truck did not start.  When the truck's battery could not be jumped, ***** explained he would have to have the truck towed.  The marks on the concrete are from not placing the truck in neutral before they started to pull the truck out of the unit.  This will also need to be continued to be removed from the floor.  We have been more than fair to ***** with what has happened to our unit.

  Correction! My truck started and did not need a tow on May 10 when I removed it from the Lucky Hills premises!  Try checking your gate log when I entered and when I left.  The 15 minutes I was on premises is not enough time to have tried to perform all the tasks I'm accused of.  Also, I never was assisted by the location manager and I certainly did not ask for help jumping the truck!  More lies.  My truck was never towed and therefore did not leave marks on the concrete or anywhere else.  I truly believe they have me mistaken with someone else or they are great storytellers.  Lies have consequences.

  What year, make, model, color was the truck that Lucky Hills helped jump?  Certainly you they must have CC TV video of this grand event.  I bet it's not me or my truck.  Now, let's assume Lucky Hills isn't lying and they are truly mistaken, I certainly don't expect an apology for this horrible experience.  Good riddance.  I will spend thousands elsewhere for my classic vehicle storage needs in the future.  Remember, word of mouth is the best advertising - too bad for you.

  Regards,
  

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