Complaints

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• Initial Complaint

  Date:09/09/2024

  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.

  This storage provider is trying to keep my elderly father's security deposit. We have time-stamped pictures showing that the unit was spotless after completing move out. The owners of this storage unit are stating that it was not cleaned. They sent pictures of a storage unit with debris in it (no storage number listed in the pic to prove it was my father's unit) When calling to dispute this charge, the owner immediately became irate and began yelling (not even knowing the unit number we were calling about). She knew she was wrong and stated that as the owner she can do what she wants and proceeded to rudely hang up. My father was a faithful patron of this company for YEARS and this is how they treat him. DO NOT DO BUSINESS WITH THIS COMPANY.

  Business Response

  Date: 09/12/2024

  I'm sorry that she sent the complaint but she's not being honest about anything.  In our contract with move-outs, and I tell everyone verbally that they have to empty everything out and sweep out the unit to get there deposit back.  We have been in business since 1988 and with everyone that moves out ,if the unit is swept out and everything is moved out I always return the deposits back to the customers probably 99% of them.  If I have to clean out a unit and sweep it or pay my maintenance guy to clean it out they do not receive their deposit back.  This was the first customer that I thought "I'll take a picture of the dirt that was swept up in the unit so they won't tell me they swept it when clearly they didn't".  She was the only one that moved out that week I had no other units to clean out I didn't think of taking a picture of the unit # (which now I will) but the problem is I have several buildings A-I and each building has the units numbered so even if I took picture of the unit # she could say how do I know what building it was from.  I do not have to even send a picture but I thought it would be prove that I did sweep all that dirt up and there was a little mouse that was alive but not doing good, which broke my heart so i picked up the little mouse (with a shovel and broom) and put it in the area where there were trees and grass.  I was very polite with her and told her that I had to sweep it out and she kept yelling at me saying prove it prove it, I told her the picture was my proof then she kept arguing that I could of taken a picture of any unit like that so I wouldn't have to give her deposit back.  I would never do that nor have the time to go to the trouble of doing that.  We have had our business for many years and I have never had any one complaining I didn't give their deposits back.  I did hang up on her because I would be trying to talk to her and she would talk over me so she really wasn't hearing what I had to say she said she had pictures of the unit cleaned and I told her to send them to me.  I have yet received them. I am at home now responding to this letter I received in my mail.  I made a copy of my picture and attached it to her contract.  I will be going into the office tomorrow and will get the picture and send it to you.  Those units get very dusty and dirty when people rent for many years you have to wear a mask sometime because sweeping up the dust and dirt that has settled in unit year after year gets bad.

  Business Response

  Date: 09/13/2024

  I wrote you back yesterday 9/12/2024 I’m at the office today so here is the picture of unit that I cleaned out after I put little mouse under some trees.  I sent her this picture, my first time doing this to prove it wasn’t swept.  After she complained i explained why and she got nasty and kept saying prove it and that she has pictures of clean unit I told her to send me these pictures which I have never received   she wanted to talk to my boss I said I was the owner and tried to tell her again that I would not do that she kept talking over me I dont have time to keep arguing and repeating myself since I have other customers calling me so I hung up because she wouldn’t let me speak.