DPT Express Shipping

Complaint: ***
I am rejecting their response.Listed below, please find my additional context to the company’s response: The company offered me a storage unit change ONLY for the first complaint. The unit was much higher up and, since I did not feel safe using a ladder to move my heavy boxes, I declined their offer. No other offers were made to me at that time or at the time of the second incident. I did make two complaints: 9/10/was the termite poop issue all over my boxes and the 1/17/issue was the rat infestation. Neither gives me great confidence in their pro-active customer service contact. I only learned of both problems and the damage done to my belongings because I went to my storage unit. Why did they not contact the customers who were affected by both of these infestations? Although they claim professional pest control was implemented, it still does not answer the lack of customer service provided to those whose belongings were affected and damaged. To date, I still have not received any notice of the infestations for either incident. I was NOT offered another storage unit during the second infestation, but was provided one month’s rent 4.Insurance - The initial insurance policy was to pay months of my rent in case I got sick, injured or lost my job and income stream. The last policy they offered me after the rat infestation included damage by rats, but they did not quote a price. This, of course, was after the fact and served to increase their monthly income from my rental. I feel their customer service lacks empathy for their end clients. These infestations have caused me undue stress and has damaged childhood articles that cannot be replaced As a long-time family client of almost years, I believe the company should feel compelled to keep our loyalty and their good name
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am adding additional information that was omitted
Sincerely,
*** ***

On April 18, 2017, the complainant’s father leased a storage unit at our Honolulu / *** propertyThe account became past due and the collections / foreclosure process was initiated on June 18, 2017.On June, 29, the complainant informed the office that her father was deceased and that she was
now the point of contact at which time she was informed of the items needed for us to turn the unit contents over to her.The unit was scheduled for auction on September 27, 2017, as required documents had not yet been produced by complainant. On September 13, 2017, the complainant provided our office with documentation authorizing her to handle their father’s belongingsWe requested an additional statement of the complainant, which was received on September 16, 2017.We then discovered, however, that the contents of the storage unit were previously and inadvertently sold at auction. Upon discovery of the error, we immediately contacted the party that purchased the unit contents, requesting that all items be returned. The purchaser returned all of the items except for a couple that he no longer had in his possession. The items were then returned to the unit, which was thereafter secured.On Saturday, September 16, 2017, the complainant left a voicemail message for us to call her, which we did on the morning of Monday, September 18, 2017. We apologized for the error and offered to resolve matters with the complainant in any way that we could On September 18, 2017, our Chief Operating Officer also returned the complainant’s call to apologize for our error and any aggravation that it may have caused, and offered to help her in any way that we couldWhile we await the complainant’s response, we agreed to allow the complainant to keep her father’s unit intact, free of charge, until October 31, 2017.Tell us why here

Prior to this complaint on 1/17/18, we received a complaint from the same customer on 9/10/16 regarding a different issue with her storage unit.  At that time, the customer stated that there was no damage to the items in her storage unit.  Regardless, the customer was offered a transfer...

to another storage unit, but declined.   We have had a regular monthly pest control program in place with a professional pest control company for over eight years.  When we noticed evidence of rodents in our property on 8/11/17, we immediately notified building management and engaged another pest control company to implement an extermination program on 8/25/17.  The new company was also retained for regular monthly service and has successfully handled the pest control issue.     The customer was provided credit for one month's rent.  Additionally, the customer was again offered the opportunity to transfer to another storage unit, but she once again declined.     Since the customer declined to accept the insurance policy offered by our storage facility when she originally rented her unit, and instead chose to rely on her own insurance, we encouraged the customer to file a claim with her insurance provider immediately.