Millennium Self Storage

On 9/8/2016 the Assistant Manager was placing overlocks on units when she noticed a unit with no lock on it. She came back to the office and looked up the unit and called the tenant and told her that thelock on her unit was missing. She also told her we had seen entries on the gate log with her...

name. The tenant said she was going to come and check her unit..  The Assistant went back to take off the over lock andsaw that she had made a mistake and it was not that tenants’ unit that did not have a lock on it. It was a new tenants’ unit that had not put their lock on . She immediately came back and called the tenant back and let her know that she had made a mistake. She assured her that her unit had not been broken into.  She very sincerely apologized to the tenant . The tenants’ Boyfriend came in that afternoon and made the payment. The payment was made and posted at 2:07 PM. The entries on the gate log were computer generated notes. We didn’t realize it at the time but when the late fee was added the computer generated those entries. We also waived her late fee that day. On the morning of 10/3/2016 the tenant called me and told me that she had taken her things out and that she thought someone had broken into her unit because everything was in disarray and items were missing. I advised her to call the Insurance Company. On 10/1/2016 there was still a lock on her unit. We check the units several times every day to make sure they all have locks on them. We were there until 3:00 PM that day. We are closed only on Sunday. The tenant did make an Insurance Claim. That is the procedure for making a complaint.. I am sincerely sorry that she is unsatisfied with our service. A mistake was made. An apology was made. As for the alleged break-in procedure was followed when she made the Insurance claim.Sincerely,[redacted]