Lock & Leave Storage

RE: ID#***Dear ***,In response to your communication dated January 29, regarding the above referenced complaint, we wish to submit the following:The customer rented a unit on December 4, She only came in on one occasion to rent the unit, and never was on the premises after
that.When the tenant's belongings were initially moved into the unit, it was discovered, during a regular security check, that the adjacent unit had its lock removed and replaced with a new lock(In our industry, this is a common way to steal a tenant's belongings)The window of opportunity for Someone to switch the lock was limited, and according to our gate access logs and video Surveillance, the individual using the tenant's code was the only one inside the building.Aside from that, the following violations of our policy also occurred:O Individuals other than the tenant were using her gate access CodeO Tenant's brother was caught on video hopping our automated gateo Tenant's sister-in-law was caught tailgating another tenant's vehicle into our facilityo Tenant's sister-in-law left a bunch of trash and debris in the front parking lot of our facilityO Tenant left trash in and around the unit when she moved out.These actions are not indicative of typical tenant behavior.Our move in special is $for the first month with a two-month minimum stay requiredSubsequent to the tenant moving in, we learned her sister-in-law moved in on the same special but did not fulfill the minimum required stay.As a matter of security our staff does their best to make their presence known throughout the property whenever tenants are on the premises.We do not feel tenant's request for a refund is appropriate as she had access the entire time her belongings were at our facilityThe tenant and her guests were problematic, never following our policies despite repeated requestsWe discussed all of the issues with the tenant and came to a mutual agreement that the best thing was for her to move her belongings elsewhereTo help facilitate her move we even discounted the agreed upon second month's rateWe did everything we could to work with her.Sincerely*** ***