Storage Zone Self Storage

Please see the business's response attached: "July ,2016Complaint number [redacted] I received your complaint from [redacted] She stated that she was locked out of her unit with one of our locks, yes this is correct when you do not pay for your unit we do lock customers out till this is paidAlso we do not pro-rate customers outShe states that we kept calling herShe also claims that she had moved outHer unit still had her lock on the unit that we do not have keys toWe tried contacting her many times but she did not answer or return our calls.The lease that was signed states that if no payment is made by the due date we will put our lock on the unit, also when you leave you must take with everything that you brought in to the unit, leave the unit clean as it was received and take your lock off of the unitAll this was explained when she was moved in and we have the signed lease that she agreed toShe did come and take her lock off the unit.We did contact her because she did leave a couch in the unit, this is her responsibility to remove.Since we knew that she would not take care of this , we had already taken care of the couch and removed her from our system before she even contacted youShe knew this because I spoke with and told her we would take care of itShe also knew nothing was being charged to herWe took care of her as we would any customer even though we were called many names and cursed at.Thank youCathy W.Property Manager"

Revdex.com [redacted] ***ID# [redacted] To Whom it May Concern:We are in receipt of the complaint that was filed in your office by our self storage customerWe were very sorry to hear from the customer when they claimed there was damage to their furniture that was stored in her unitWe take claims of damage very seriously and take every effort to provide safe and secure storage spaces to all our customers.The steps we took as soon as the customer made us aware of her damage was to have her file a claim under her Tenant Insurance policyPer the storage lease, all tenants are required to have insurance to cover their property that is stored since we as the storage company do not take any care, custody or control of the property stored in our unitsWe do not see the condition of the property or how the items being stored are packaged.Once a customer files a claim with the insurance company, we are contacted by the claims department from the insurance company to provide information on what we are aware of regarding the situationWe looked at the past history of the particular unit to see if there was ever an issue with a leak or problem with the particular unit, especially from the last customer to store in that unitWe found no evidence of an issue ever reported with that unitWe then visually inspect the roof and areas surrounding that unit to determine if there are any issues that require our attentionOnce again we found no such issue and could not replicate any problem that would allow water to enter the unitWe reported all of that to the insurance company.The customer then contacted us after the claim was processed by the Insurance company to let us know that the claim was deniedWe were not aware why the claim was denied nor for what reason, but once the customer expressed the displeasure with that, we decided to offer the customer $300, which was approximately half the amount of money that the customer had paid to us for the months that they had stored with usThe customer was not happy with our offer and that was the last we heard until this complaint was filed.The customer states there is a problem with the unit, but we have not been able to identify or find any history of such a problem, so we do not feel, nor are we legally, liable for a customer’s property, yet we offered to refund some of the customer’s money as we felt we were trying to find some resolution for the customerWe have had no such issues at this property with customers having leaks in units, but this is not climate or temperature controlled storage and we cannot control how a customer stores their property or what type of moisture may have been present at the time the property was stored.We are providing you a number of sections from the Monthly Rental Agreement that was signed by the customerThese sections are not meant to indicate that we are in anyway not sympathetic to the loss the customer experienced, but we have a Rental Agreement in place to protect both the customer and ourselves in a transaction like ours that occurs where customers are storing property that has not been inspected and is subject to many factors that could result from forces outside our controlIf we had somehow caused damage or were in anyway aware of an issue, we would take any and all responsibility for those issuesIn this instance that is not the case and we offered what we felt was a fair resolution to an unfortunate incidence that occurred at our property.If it would satisfy the customer, we would reimburse her for months of rent at $per month plus tax which equals about $We are not in the position to reimburse for the tenant insurance premium that was paid as that belongs to the insurance company and was provided to them for her coverage.Included below are the sections from the Rental Agreement that we have referenced:Insurance: Occupant shall, at his/her sole expense, maintain insurance on all Personal Property stored in the Storage Space with actual cash value coverage against all perils, without exceptionOccupant must either provide proof the Occupant has purchased adequate insurance from a company licensed to write policies in Ohio or Occupant will be automatically enrolled in an insurance policy selected by Owner with contents coverage at a $2,actual cash value policy limit and said premium shall become Additional RentOwner does not insure Occupant’s property against loss or damagesThe only insurance on Occupant’s property is insurance purchased by OccupantInsurance specifically written for self storage contents is available for purchase from Owner’s office and can be paid with Rent, or for any licensed insurance provider in the State of OhioOccupant’s failure to maintain such insurance shall mean that Occupant shall assume all risk of loss or damage that would have been covered by such insuranceMold: Occupant understands that there is a risk of the growth of mold and/or mildew on Occupant’s Personal PropertyOwner does not warrant the Storage Space to be water-tight or dryMold is a naturally-occurring substance and it is possible to have mold appear or grow on Occupant’s Personal PropertyOccupant releases Owner from all liability for mold damage to the Personal PropertyTo help avoid mold, Owner recommends storing Personal Property off the concrete floor, such as on pallets or shelves (do not attach to the Storage Space), wrapping certain Personal Property in plastic and keeping goods susceptible to mold from touching the walls of the Storage SpaceOccupant understands that any Personal Property brought into the Storage Space that is damp or wet will likely grow mold or mildew because of its wet or damp condition when brought into the Storage SpaceOwner requires periodic inspection of the Storage Space and the Personal Property by OccupantRelease of Liability: Occupant releases Owner, its employees, agents, successors, and assigns from any and all liability for Personal Property damage or loss of Personal Property; for damage or loss from, as examples, fire, water, the elements, mold or mildew, Acts of God, theft, burglary, vandalism, malicious mischief, mysterious disappearance, and rodent damage; or the acts or failure to act or negligence of Owner, its employees, or agentsOccupant further releases Owner, its employees, agents, successors, and assigns from any and all liability for personal injuries or death to persons including Occupant and Occupant’s family or invitees arising out of Occupants use of the Storage Space and FacilitySelf storage contents insurance is strongly recommendedThe only insurance that covers the Personal Property stored in the Storage Space is that purchased by OccupantOccupant understands that this Release of Owner’s liability is a bargained for condition of this Rental Agreement and Owner’s consent to enter into this Rental Agreement, and that if Owner were not released from liability as set forth in Provisions and 18, a much higher Rent would have to be agreed upon or Owner would not enter into this Rental AgreementOccupant’s Acceptance of the Storage Space “AS IS”Occupant inspected or had the right to inspect the Storage Space and Facility before signing this Rental Agreement and finds the Storage Space to be suitable for the purpose for which Occupant rents such the Storage Space and accepts the same “as is.” Owner makes no express warrantiesOwner disclaims and Occupant waives all implied warranties, including but not limited to implied warranties of merchantability and fitness for a particular purpose to the fullest extent permitted by lawOccupant acknowledges that Owner’s Agents have no authority to make warranties, express or implied

Initial Business Response /* (1000, 15, 2015/10/08) */
Sorry for the delay in our response
Storage Zones response below:
In response to the complaint by Ms***, we have reviewed her account and Ms*** rented unit Eon March 7,
At that time she signed a lease summary
that stated:
The storage unit must be vacated on or before the last day of
the month for which rent has been paid and all terms and conditions of this
agreement are met by the tenant
She also signed a lease that stated:
Rent is Due on the First of the Month: Rent shall be
in the amount specified above, payable monthly to Lessor in advance, without
demand or notice, on the first of each month during the term of this
Agreement and any renewals thereofLessee may request monthly
invoices by checking the box marked monthly billing aboveA $service
charge shall be included in each bill for this option
It is expressly agreed that Lessor does not send monthly statements or
reminders of rental due datesAny invoice or bill sent, unless selected as
an option and paid for, are sent if at all, solely as a courtesyLessor
does not prorate any rent, except for the first month, and rent is
non-refundableLessor may require payments of Rent to be in the form of
money order, cash, cashier's check or credit card, in the event Lessee has
any payment due Lessor returned for any reason, including insufficient
funds
She was provided a copy of these documents at the time of her lease signing and I can provide copies if need be
She was prorated when she moved in and paid from the 7th through the 31st of
March
Ms*** was also a tenant in and moved out on the 17th of July and was not
credited or prorated at the time of move out at that time because of the same lease requirements
Therefore, we do not feel that we had an obligation to provide Ms*** with a prorated refund, as that would go against the lease specifics that all our tenants are subject to enforcement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Revdex.com[redacted]ID# [redacted]To Whom it May Concern:We are in receipt of the complaint that was filed in your office by our self storage customer. We were very sorry to hear from the customer when they claimed there was damage to their furniture that was...

stored in her unit. We take claims of damage very seriously and take every effort to provide safe and secure storage spaces to all our customers.The steps we took as soon as the customer made us aware of her damage was to have her file a claim under her Tenant Insurance policy. Per the storage lease, all tenants are required to have insurance to cover their property that is stored since we as the storage company do not take any care, custody or control of the property stored in our units. We do not see the condition of the property or how the items being stored are packaged.Once a customer files a claim with the insurance company, we are contacted by the claims department from the insurance company to provide information on what we are aware of regarding the situation. We looked at the past history of the particular unit to see if there was ever an issue with a leak or problem with the particular unit, especially from the last customer to store in that unit. We found no evidence of an issue ever reported with that unit. We then visually inspect the roof and areas surrounding that unit to determine if there are any issues that require our attention. Once again we found no such issue and could not replicate any problem that would allow water to enter the unit. We reported all of that to the insurance company.The customer then contacted us after the claim was processed by the Insurance company to let us know that the claim was denied. We were not aware why the claim was denied nor for what reason, but once the customer expressed the displeasure with that, we decided to offer the customer $300, which was approximately half the amount of money that the customer had paid to us for the 5 months that they had stored with us. The customer was not happy with our offer and that was the last we heard until this complaint was filed.The customer states there is a problem with the unit, but we have not been able to identify or find any history of such a problem, so we do not feel, nor are we legally, liable for a customer’s property, yet we offered to refund some of the customer’s money as we felt we were trying to find some resolution for the customer. We have had no such issues at this property with customers having leaks in units, but this is not climate or temperature controlled storage and we cannot control how a customer stores their property or what type of moisture may have been present at the time the property was stored.We are providing you a number of sections from the Monthly Rental Agreement that was signed by the customer. These sections are not meant to indicate that we are in anyway not sympathetic to the loss the customer experienced, but we have a Rental Agreement in place to protect both the customer and ourselves in a transaction like ours that occurs where customers are storing property that has not been inspected and is subject to many factors that could result from forces outside our control. If we had somehow caused damage or were in anyway aware of an issue, we would take any and all responsibility for those issues. In this instance that is not the case and we offered what we felt was a fair resolution to an unfortunate incidence that occurred at our property.If it would satisfy the customer, we would reimburse her for 5 months of rent at $126 per month plus tax which equals about $675. We are not in the position to reimburse for the tenant insurance premium that was paid as that belongs to the insurance company and was provided to them for her coverage.Included below are the sections from the Rental Agreement that we have referenced:10. Insurance: Occupant shall, at his/her sole expense, maintain insurance on all Personal Property stored in the Storage Space with actual cash value coverage against all perils, without exception. Occupant must either provide proof the Occupant has purchased adequate insurance from a company licensed to write policies in Ohio or Occupant will be automatically enrolled in an insurance policy selected by Owner with contents coverage at a $2,000.00 actual cash value policy limit and said premium shall become Additional Rent. Owner does not insure Occupant’s property against loss or damages. The only insurance on Occupant’s property is insurance purchased by Occupant. Insurance specifically written for self storage contents is available for purchase from Owner’s office and can be paid with Rent, or for any licensed insurance provider in the State of Ohio. Occupant’s failure to maintain such insurance shall mean that Occupant shall assume all risk of loss or damage that would have been covered by such insurance.15. Mold: Occupant understands that there is a risk of the growth of mold and/or mildew on Occupant’s Personal Property. Owner does not warrant the Storage Space to be water-tight or dry. Mold is a naturally-occurring substance and it is possible to have mold appear or grow on Occupant’s Personal Property. Occupant releases Owner from all liability for mold damage to the Personal Property. To help avoid mold, Owner recommends storing Personal Property off the concrete floor, such as on pallets or shelves (do not attach to the Storage Space), wrapping certain Personal Property in plastic and keeping goods susceptible to mold from touching the walls of the Storage Space. Occupant understands that any Personal Property brought into the Storage Space that is damp or wet will likely grow mold or mildew because of its wet or damp condition when brought into the Storage Space. Owner requires periodic inspection of the Storage Space and the Personal Property by Occupant.17. Release of Liability: Occupant releases Owner, its employees, agents, successors, and assigns from any and all liability for Personal Property damage or loss of Personal Property; for damage or loss from, as examples, fire, water, the elements, mold or mildew, Acts of God, theft, burglary, vandalism, malicious mischief, mysterious disappearance, and rodent damage; or the acts or failure to act or negligence of Owner, its employees, or agents. Occupant further releases Owner, its employees, agents, successors, and assigns from any and all liability for personal injuries or death to persons including Occupant and Occupant’s family or invitees arising out of Occupants use of the Storage Space and Facility. Self storage contents insurance is strongly recommended. The only insurance that covers the Personal Property stored in the Storage Space is that purchased by Occupant. Occupant understands that this Release of Owner’s liability is a bargained for condition of this Rental Agreement and Owner’s consent to enter into this Rental Agreement, and that if Owner were not released from liability as set forth in Provisions 17 and 18, a much higher Rent would have to be agreed upon or Owner would not enter into this Rental Agreement.32. Occupant’s Acceptance of the Storage Space “AS IS”. Occupant inspected or had the right to inspect the Storage Space and Facility before signing this Rental Agreement and finds the Storage Space to be suitable for the purpose for which Occupant rents such the Storage Space and accepts the same “as is.” Owner makes no express warranties. Owner disclaims and Occupant waives all implied warranties, including but not limited to implied warranties of merchantability and fitness for a particular purpose to the fullest extent permitted by law. Occupant acknowledges that Owner’s Agents have no authority to make warranties, express or implied.

Please see the business's response attached: "July
12 ,2016Complaint
number [redacted]I
received your complaint from [redacted]. She stated that she was locked
out of her unit with one of our locks, yes this is correct when you do not pay
for your unit we do lock customers out till this is...

paid. Also we do not
pro-rate customers out.. She states that we kept calling her. She also claims
that she had moved out. Her unit still had her lock on the unit that we do not
have keys to. We tried contacting her many times but she did not answer or
return our calls.The lease that was signed
states that if no payment is made by the due date we will put our lock on the
unit, also when you leave you must take with everything that you brought in to
the unit, leave the unit clean as it was received and take your lock off of the
unit. All this was explained when she was moved in and we have the signed lease
that she agreed to. She did come and take her lock off the unit.We did
contact her because she did leave a couch in the unit, this is her
responsibility to remove.Since we knew that she
would not take care of this , we had already taken care of the couch and
removed her from our system before she even contacted you. She knew this
because I spoke with and told her we would take care of it. She also knew
nothing was being charged to her. We took care of her as we would any customer
even though we were called many names and cursed at.Thank
youCathy W.Property
Manager"