Ellis Self Storage

In reference to customer complaint filed on January 29, 2015:Here at Ellis Self Storage we strive to provide superior customer service and believe that our service makes a difference. Any question of a breach of our facility concerns us greatly. When we heard thatour
tenant discovered that there was an issue with her belongings we immediately began researching access logs and camera footage. We treat any tenant matters with the utmost care and concern Our commitment to service begins long before a customer becomes a renter. From the initial storage inquiry and even long after a tenant vacates their space, we work at keeping our patrons content. It isbecause of our dedication to exceptional customer service that many of our tenants return.When one visits our facility we take them on a tour of the grounds. We point out access keypads, camera locations, how to operate the latch on the storage doors and explain that we are here to serve. We do not offer nor do we advertise any security features with which we are not equipped. Once a customer is prepared to rent we will go over the contract paperwork and offer our insurance program. Many tenants purchase this if for nothing more than peace of mind. One remarkable point of our insurance program is that at any time during tenancy a client can oto purchase insurance; one is not limited to an “at moonly” insurance purchase. Unfortunately, the complainant declined insurance coverage and did not take advantage of the insurance option during their stay. Attached is a copy of our Rental Agreement (Paragraph #5) outlines the Rental Agreement terms regarding Tenant’s responsibility to insure and the Release of Owner Liability. At Ellis we believe in taking care of matters right away; we respond as quickly as possible to any customer concerns We are currently in contact with this tenant and her proxy Although the circumstance listed is not the norm we have deep concern for all of our tenants We will continue to work with the complainant to the best of our ability

I am rejecting this response because: this facility besides saying alot is not helping in any way to recover my propertyMy family and I have put together a reward and tried posting a flyer up on the unit and were threatened to take it downThe facility wont even let me make an effort to find my own thingsIts disgusting the amount tthey lack responsibilityThey dont care and are keeping me from make a last ditch attempt to do what they wont and get me stuff safely back

Review: I paid for a unit at ellis storage and from all advertising thought all my things would be safe. Placed my belongings in a unit in feb. Of 2014 and went on holiday/a vacation out of the country. Paid my bill every month on time. The unit was checked on pretty regularly. It was checked in may and everything was still there in January of 2015 it was check and was found to have someone elses lock on it the lock was cut, the unit opened to find most everything gone. The look of things is that someone has been coming and going as ghey pleased without setting off any alarms or flags to the facility. Come to find out there is no one watching the facility at night, there are no cameras showing down the halls, tthere are no alarms on the units themselves and the security cameras only go back one week so I was told there is absolutely nothing they can do. Also that was after a week of being passed around and told to call again , a different time or a different person before I finally got ahold of someone by email.Desired Settlement: There sole job is to keep ahold of my belongings for me. I was paying for that service and they couldnt even do that.

Business

Response:

In reference to customer complaint filed on January 29, 2015:Here at Ellis Self Storage we strive to provide superior customer service and believe that our service makes a difference. Any question of a breach of our facility concerns us greatly. When we heard thatour tenant discovered that there was an issue with her belongings we immediately began researching access logs and camera footage. We treat any tenant matters with the utmost care and concern. Our commitment to service begins long before a customer becomes a renter. From the initial storage inquiry and even long after a tenant vacates their space, we work at keeping our patrons content. It isbecause of our dedication to exceptional customer service that many of our tenants return.When one visits our facility we take them on a tour of the grounds. We point out access keypads, camera locations, how to operate the latch on the storage doors and explain that we are here to serve. We do not offer nor do we advertise any security features with which we are not equipped. Once a customer is prepared to rent we will go over the contract paperwork and offer our insurance program. Many tenants purchase this if for nothing more than peace of mind. One remarkable point of our insurance program is that at any time during tenancy a client can opt-in to purchase insurance; one is not limited to an “at move-in only” insurance purchase. Unfortunately, the complainant declined insurance coverage and did not take advantage of the insurance option during their stay. Attached is a copy of our Rental Agreement (Paragraph #5) outlines the Rental Agreement terms regarding Tenant’s responsibility to insure and the Release of Owner Liability. At Ellis we believe in taking care of matters right away; we respond as quickly as possible to any customer concerns. We are currently in contact with this tenant and her proxy. Although the circumstance listed is not the norm we have deep concern for all of our tenants. We will continue to work with the complainant to the best of our ability.

Consumer

Response:

I am rejecting this response because: this facility besides saying alot is not helping in any way to recover my property. My family and I have put together a reward and tried posting a flyer up on the unit and were threatened to take it down. The facility wont even let me make an effort to find my own things. Its disgusting the amount tthey lack responsibility. They dont care and are keeping me from make a last ditch attempt to do what they wont and get me stuff safely back.