This is a sad case, The clients came into SELF STORAGE on 12/15/no inventory list was given to us On 4/12/They exited our storageNothing was mentioned until 5/18/more than a month past When MrsB called I explained to her we have nothing stating what was in the unit It is self storage so you are the only one with access to the unit She was not happy and said her husband would be calling That he did on 5/23/He said he had two boxes of baseball cards one not worth much and the other a few hundred dollars I asked him if he had documentation of what was in the unit He said no, I said with out proof of the items, my hands are tied He then said they were worth thousands So my comment too him was, If they are worth thousands, I am sure you have them appraised and a insurance policy on them and picturesJust as you would an engagement ring or something? He said no none of itSo I then said again I am sorry but without something for me to base it off of My hands are tied I would love to help but I just can't do anything without proof
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Once again The response does not resolve the issue It simply skirts the issue At no point were we informed, nor does it state in the SIGNED CONTRACT that we had to supply an inventory of items At no time were we advised of this as her response implies We, at no time, requested or gained access to the storage area Obviously, someone at the company has the keys and access to the storage unit(s) Thus, his is not a SELF storage unit Also, no where in the insurance information provided by the mover does it state that an inventory must be listed for insurance purposes I paid for $40,worth of insurance - $40,000!!!! If they are unwilling to refund me the money that I have lost due to the items not being returned, they should reimburse me the $i paid in insurance over the month period I do not care about their "reputation in the community"I understand that this will not affect their business, although I am making sure that no one I know will use the company ever for moving or storage, but they should stand behind their word If they are unwilling to reimburse the insurance money, what was insurance for? This is a joke, as is this company and its representative Regards, [redacted] ***
Our Company has been faithfully serving Greater Cincinnati
and Northern Kentucky for more than years. We strive to provide
quality service to all our customers. We also take it very serious when a
customer is not happy. This is something that rarely happens,
but it does
occur from time to time. Our policy is simple we provide you with our
direct phone numbers, a return service card, customer service e mail address
and the lead man on most jobs is a owner. As in this case, It is
unfortunate that Mrs*** was unable to contact us in any of these ways
for more than days However once she contacted our office on 7/8/
I myself connected her with (Leslie) who took the call. She asked
her what was damaged and explained to her our policy, and would be speaking to
the crew leader (one of the other owners) that was on her job, at which point
we would also look over here records, and call her back. That evening I
spoke to the crew leader, and he pointed out the only damages that had been
brought to his attention, were a pole lamp and a dent in the file cabinetWhen
he had her sign off on the completion of the move he pointed out where to sign
and what she was signing See attachments that includes comment card
from customer
The board and I agreed as a good faith gesture to offer them
$dollars. I had Leslie call her on 7/10/and go over the long
laps of time and that nothing more had been mentioned and she had signed off
everything was in order and she was pleased with the move.
We offered her $dollars and she said no. On 7/13/I had Leslie
sent her a letter that we would not be able to do anything more and the reasons
are clearly stated. I never heard anything back from her or her husband
until, I received this from you (Revdex.com). It is unfortunate that Mrs
*** is unhappy with our service. I would still in good faith offer
her the $for any trouble. But, I stand behind the integrity of our
Company, employees, and on site owners. This is why we feel having a
owner on the job site is so important. We value our good name and that is
something we pride our selves on. Doing whats right and treating every
job likes it our own family
Her statement that it was a "self storage " unit is false. The company picked up the items, took them to storage, stored them, then returned them upon request (minus the items in question). At no time were we given, nor did we request, access to the storage facility. Only the company employees had or gained access to the storage area. Her statement that only we had access is a blatant lie. If only we had access, how did the company store and retrieve the items for us and without us being present? Also, we paid them $140 per month EXTRA for "Insurance". At no time were we ever told, until after the items were not returned, that we had to supply them with a detailed inventory list. This was never told to us, nor is it stated in the signed contract. Her response when told this was first to say we should have known that, then later said the movers told us this, which is another false statement. Why did I purchase $40,000 worth of insurance for $140 per month, if there response to lost items is "nothing we can do?" I know this is fruitless but the company should be held liable for the loss, and if nothing else, reimburse me for the insurance premiums I paid if they are not going to honor the insurance for lost items.
It is true we have storage units and self storage. We move things into self storage for customers all the time, they may not have help moving things or the right transportation for large items or many items at once. All of our customers have the right to get into the storage units that they are paying for. We can recommend to customers what to do, and advise them on self storage and inventorying the items, but in the end they are the ones that have to give us the content list. Our movers DO NOT have keys to any storage unit!!! I have calls weekly were customers can't find something or they think they are missing items, Our reply is give it some time and if it doesn't show up call me back. Example one family had a area rug and she thought something happened to it. 3 to 4 weeks later the dry cleaners called her and said it had been there and they thought it was forgotten. We have been in business since 1932 and stand strong in the community, We are the first to fix the problem if there is one. But without proof of something I can't move forward. I wish they could provide anything showing me it was even in storage so I could help them. Unfortunately this is the hard part of my job. I am sorry for any hard feelings but pray they find them.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Once again. The response does not resolve the issue. It simply skirts the issue. At no point were we informed, nor does it state in the SIGNED CONTRACT that we had to supply an inventory of items. At no time were we advised of this as her response implies. We, at no time, requested or gained access to the storage area. Obviously, someone at the company has the keys and access to the storage unit(s). Thus, his is not a SELF storage unit. Also, no where in the insurance information provided by the mover does it state that an inventory must be listed for insurance purposes. I paid for $40,000 worth of insurance - $40,000!!!! If they are unwilling to refund me the money that I have lost due to the items not being returned, they should reimburse me the $700 I paid in insurance over the 5 month period. I do not care about their "reputation in the community". I understand that this will not affect their business, although I am making sure that no one I know will use the company ever for moving or storage, but they should stand behind their word. If they are unwilling to reimburse the insurance money, what was insurance for? This is a joke, as is this company and its representative.
Regards,
[redacted]
This is a sad case, The clients came into SELF STORAGE on 12/15/2015 no inventory list was given to us. On 4/12/2016 They exited our storage. Nothing was mentioned until 5/18/2016 more than a month past. When Mrs. B called I explained to her we have nothing stating what was in...
the unit. It is self storage so you are the only one with access to the unit. She was not happy and said her husband would be calling. That he did on 5/23/2016 He said he had two boxes of baseball cards one not worth much and the other a few hundred dollars. I asked him if he had documentation of what was in the unit. He said no, I said with out proof of the items, my hands are tied. He then said they were worth thousands. So my comment too him was, If they are worth thousands, I am sure you have them appraised and a insurance policy on them and pictures. Just as you would an engagement ring or something? He said no none of it. So I then said again I am sorry but without something for me to base it off of. My hands are tied. I would love to help but I just can't do anything without proof.
This is a sad case, The clients came into SELF STORAGE on 12/15/no inventory list was given to us On 4/12/They exited our storageNothing was mentioned until 5/18/more than a month past When MrsB called I explained to her we have nothing stating what was in the unit It is self storage so you are the only one with access to the unit She was not happy and said her husband would be calling That he did on 5/23/He said he had two boxes of baseball cards one not worth much and the other a few hundred dollars I asked him if he had documentation of what was in the unit He said no, I said with out proof of the items, my hands are tied He then said they were worth thousands So my comment too him was, If they are worth thousands, I am sure you have them appraised and a insurance policy on them and picturesJust as you would an engagement ring or something? He said no none of itSo I then said again I am sorry but without something for me to base it off of My hands are tied I would love to help but I just can't do anything without proof
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Once again The response does not resolve the issue It simply skirts the issue At no point were we informed, nor does it state in the SIGNED CONTRACT that we had to supply an inventory of items At no time were we advised of this as her response implies We, at no time, requested or gained access to the storage area Obviously, someone at the company has the keys and access to the storage unit(s) Thus, his is not a SELF storage unit Also, no where in the insurance information provided by the mover does it state that an inventory must be listed for insurance purposes I paid for $40,worth of insurance - $40,000!!!! If they are unwilling to refund me the money that I have lost due to the items not being returned, they should reimburse me the $i paid in insurance over the month period I do not care about their "reputation in the community"I understand that this will not affect their business, although I am making sure that no one I know will use the company ever for moving or storage, but they should stand behind their word If they are unwilling to reimburse the insurance money, what was insurance for? This is a joke, as is this company and its representative Regards, [redacted] ***
Our Company has been faithfully serving Greater Cincinnati
and Northern Kentucky for more than years. We strive to provide
quality service to all our customers. We also take it very serious when a
customer is not happy. This is something that rarely happens,
but it does
occur from time to time. Our policy is simple we provide you with our
direct phone numbers, a return service card, customer service e mail address
and the lead man on most jobs is a owner. As in this case, It is
unfortunate that Mrs*** was unable to contact us in any of these ways
for more than days However once she contacted our office on 7/8/
I myself connected her with (Leslie) who took the call. She asked
her what was damaged and explained to her our policy, and would be speaking to
the crew leader (one of the other owners) that was on her job, at which point
we would also look over here records, and call her back. That evening I
spoke to the crew leader, and he pointed out the only damages that had been
brought to his attention, were a pole lamp and a dent in the file cabinetWhen
he had her sign off on the completion of the move he pointed out where to sign
and what she was signing See attachments that includes comment card
from customer
The board and I agreed as a good faith gesture to offer them
$dollars. I had Leslie call her on 7/10/and go over the long
laps of time and that nothing more had been mentioned and she had signed off
everything was in order and she was pleased with the move.
We offered her $dollars and she said no. On 7/13/I had Leslie
sent her a letter that we would not be able to do anything more and the reasons
are clearly stated. I never heard anything back from her or her husband
until, I received this from you (Revdex.com). It is unfortunate that Mrs
*** is unhappy with our service. I would still in good faith offer
her the $for any trouble. But, I stand behind the integrity of our
Company, employees, and on site owners. This is why we feel having a
owner on the job site is so important. We value our good name and that is
something we pride our selves on. Doing whats right and treating every
job likes it our own family
Her statement that it was a "self storage " unit is false. The company picked up the items, took them to storage, stored them, then returned them upon request (minus the items in question). At no time were we given, nor did we request, access to the storage facility. Only the company employees had or gained access to the storage area. Her statement that only we had access is a blatant lie. If only we had access, how did the company store and retrieve the items for us and without us being present? Also, we paid them $140 per month EXTRA for "Insurance". At no time were we ever told, until after the items were not returned, that we had to supply them with a detailed inventory list. This was never told to us, nor is it stated in the signed contract. Her response when told this was first to say we should have known that, then later said the movers told us this, which is another false statement. Why did I purchase $40,000 worth of insurance for $140 per month, if there response to lost items is "nothing we can do?" I know this is fruitless but the company should be held liable for the loss, and if nothing else, reimburse me for the insurance premiums I paid if they are not going to honor the insurance for lost items.
It is true we have storage units and self storage. We move things into self storage for customers all the time, they may not have help moving things or the right transportation for large items or many items at once. All of our customers have the right to get into the storage units that they are paying for. We can recommend to customers what to do, and advise them on self storage and inventorying the items, but in the end they are the ones that have to give us the content list. Our movers DO NOT have keys to any storage unit!!! I have calls weekly were customers can't find something or they think they are missing items, Our reply is give it some time and if it doesn't show up call me back. Example one family had a area rug and she thought something happened to it. 3 to 4 weeks later the dry cleaners called her and said it had been there and they thought it was forgotten. We have been in business since 1932 and stand strong in the community, We are the first to fix the problem if there is one. But without proof of something I can't move forward. I wish they could provide anything showing me it was even in storage so I could help them. Unfortunately this is the hard part of my job. I am sorry for any hard feelings but pray they find them.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Once again. The response does not resolve the issue. It simply skirts the issue. At no point were we informed, nor does it state in the SIGNED CONTRACT that we had to supply an inventory of items. At no time were we advised of this as her response implies. We, at no time, requested or gained access to the storage area. Obviously, someone at the company has the keys and access to the storage unit(s). Thus, his is not a SELF storage unit. Also, no where in the insurance information provided by the mover does it state that an inventory must be listed for insurance purposes. I paid for $40,000 worth of insurance - $40,000!!!! If they are unwilling to refund me the money that I have lost due to the items not being returned, they should reimburse me the $700 I paid in insurance over the 5 month period. I do not care about their "reputation in the community". I understand that this will not affect their business, although I am making sure that no one I know will use the company ever for moving or storage, but they should stand behind their word. If they are unwilling to reimburse the insurance money, what was insurance for? This is a joke, as is this company and its representative.
Regards,
[redacted]
This is a sad case, The clients came into SELF STORAGE on 12/15/2015 no inventory list was given to us. On 4/12/2016 They exited our storage. Nothing was mentioned until 5/18/2016 more than a month past. When Mrs. B called I explained to her we have nothing stating what was in...
the unit. It is self storage so you are the only one with access to the unit. She was not happy and said her husband would be calling. That he did on 5/23/2016 He said he had two boxes of baseball cards one not worth much and the other a few hundred dollars. I asked him if he had documentation of what was in the unit. He said no, I said with out proof of the items, my hands are tied. He then said they were worth thousands. So my comment too him was, If they are worth thousands, I am sure you have them appraised and a insurance policy on them and pictures. Just as you would an engagement ring or something? He said no none of it. So I then said again I am sorry but without something for me to base it off of. My hands are tied. I would love to help but I just can't do anything without proof.