Imperial Beach Self Storage

Review: I rented a storage unit from this place that was assured to me of the security measures with cameras and onsite employee that lives on the premisis with sensors that notify the front desk if any units were opened without punching in the access code to enter the property. NOT!!My unit was broken into, OC Storage claims their security system had changed and no longer have access to the cameras and do not have the data on when the unit was opened or closed and the employee that signed me up is no longer with the company. I filed a police report the day I found out, the police could not find any force of entry, and the lock was changed which happens to be the same lock brand that the storage unit sells which is not your common type lock that you see at your local stores. They asked me if I wanted to purchase insurance when I signed up but I denied to purchase due to the security that was assured to me with 24 hour surveilance etc. I have about $25,000.00 worth of collectibles that cannot be replaced with police report on file. I have been trying to set up a meeting with the District Manager [redacted] who was avoiding my calls for a few months and finally when she called me back and investigated this case further, she wanted to meet to discuss possible compensation. Why? Hmmm.. On top of this, I set up a direct payment in November of 2012 and even paid for November and December 2013 in November 2012 but their Manager Maria who set up the direct payment did not set it up properly and then she has the odasity to send me a message that they may auction my unit of what is left inside and now, [redacted] is telling me that she will not waive late fees for a direct payment that should have been in the first place but their internal error for not setting it up? This is an inside job, they are aware of it, but will not admit it and I want it to be known so other people do not fall into the same situation that I did.

Product_Or_Service: Rental storage unitDesired Settlement: DesiredSettlementID: Refund

I would like a formal letter stating what had happened which was never sent to me, an apology for what has happened, and compensation for my losses. I understand that $25,000.00 may not be refunded but I think some kind of resolution or compensation must be made and agreed upon. There are priceless barbies, beenie babies, vinyl records, comics with most in collectible cases that cannot ever be replaced.

Business

Response:

Dear [redacted]

In Response to Customer Complaint by Current tenant, as a facility we have taken security measures to insure the safety of the belongings stored on property at Imperial Beach self Storage. However, nothing is 100% Guaranteed, per the contract signed on 6/15/2012 by the Tenant. Item 9 states Occupants are encouraged to maintain a policy of fire and extended coverage with burglary, vandalism, and malicious mischief endorsement for 100% full replacement value. Item 10 is a Release of Owners Liability – releasing owner of liability with a clause Stating that in the event that for any reason occupant attempts to assert a claim for damage to occupants stored goods against owner it is expressly agreed that because Owner has no way of knowing what occupant has stored it would be impractical or extremely difficult to determine the actual amount of damages. Therefore, it is agreed that Owners liability shall be limited to a sum equal to 30 days rental hereunder. This limitation constitutes a material part of the consideration for this agreement.

Customer had been delinquent many months prior to accusation of theft and paid current on December 1st, 2012 when customer paid unit current, he went to his unit and could not open lock with his key. He came to the office and explained that he could not open the lock; we then cut the lock for him, before cutting the lock Tenant stated I hope I didn’t get ripped off. Upon opening his unit, He stated, “I DID GET RIPPED OFF!” He noticed items missing he said. We asked for a list and for him to file a police report and that we were taking this accusation of theft very serious. Staff and Management all tried to work with Mr. [redacted], to determine what goods were taken and every effort was made to investigate the accusation, and rectify this situation with the Tenant. Mr. [redacted] refused to give us a list of any specific items that were missing and kept giving us a number of $25, 000.00 of which was irreplaceable memorabilia. We have proof that management and staff repeatedly tried to contact Mr. [redacted] and work with him to resolve this issue with no return phone calls from Mr. [redacted]. The complaint that we would not waive late fee’s is false as we have records showing WE DID in fact waive over $145.00 in late fees over the course of the year. This was done in good faith efforts to show we were trying to work with him. Tenant at one time asked to be set on Auto debit payments, but failed to return the necessary authorization form allowing us to do so. The tenant has not paid any rent on time, and has always avoided his late fees by bringing up this theft issue when it is time to pay his bill. We try to offer the best customer service and resolution to any issues that arises. The accusations that this is an inside job or the attack on our reputability as a company and/or individuals is frustrating to say the least. We believe that we have made every effort to rectify any complaint this tenant may have had in the past, and the fact that he still stores his goods here, should be enough to prove our innocence.

After one year of trying diligently to work with this customer toward a resolution, as a company this is what we will offer. At this time we are willing to honor our contract and pay him a sum equal to 30 days rent ($79.00), at which time we would ask the tenant to vacate his unit and sign a Release of all Claims.

[redacted] / Fac. Mgr.

[redacted] / As. Fac. Mgr.

Thank you,

Imperial Beach Self Storage

La Habra, Ca. 90631-6418

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imperial-beach-self-storage.com

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