Red Dot Storage

On Friday, July 1, 2022 at the Beech Road Lot of Red Dot (1104 Lincolnway W Hwy, Osceola, IN 46561) I arrived to put furniture from my apartment into my storage unit. However, when I got there, the gate code box was not working, and the gate would not open. I called Red Dot and explained the problem hoping they could help—the help I received was a hollow apology for the inconvenience and fake regret that they could offer nothing further. I was shocked by the callous disregard for my situation, being stuck with a truckload of furniture in a town I did not live in and not being able to access the unit I paid for. When I asked what I should do, I was told a technician was “in route” and I could wait if I chose to. It’s Friday, 4th of July weekend, I don’t live in Osceola, IN and someone on the phone told me so sit in a parking lot by a railroad track and “wait.” To make matters worse, I was also told there was no guarantee when the technician would arrive. When I begged for a temporary unit to put my furniture in until I could access the unit I paid for, I was told “No, not unless I rent another unit.” While on the phone, it rained, and my furniture got wet. After 2 hours, a Red Dot employee arrived, opened the gate, said they weren’t fixing it until after the holiday, and then left leaving the security entrance gate wide open for anyone to enter at any time of the day or night. I paid for good service and a secured storage facility and received only the worst kind of each. If it is Red Dot’s policy to leave their customers stranded and un-helped in a lot in front of a broken gate while the useless agents on their company line disregards paying customers so insensitively then it is my suggestion that everyone avoid Red Dot from this time forward. Abhorrent customer service like this, and policies, if treating paying customers like this is indeed their policy, cannot and must not be acceptable. I attempted to telephone Corporate but only got another recording redirecting me to their useless customer service department. Shop around and spend your good money elsewhere. I know I will in the future. Red Dot no longer deserves my future business, and no one, including you, should risk being mistreated as I was.

Today 11/24/2020 I went to our storage unit because they said they placed one of theirs on our unit and I wanted to make sure it worked properly...as I pulled up I noticed there was debris just outside our unit and several others...upon opening our unit it was COMPLETELY TRASHED! all of our christmas , camping equipment, numerous memoribilia, family heirlooms were GONE! we looked around and there were several units with debris outside as well as several locks scattered throughout the property...also several of the surveillance cameras were turned in odd directions...contacted customer service to file a report and requested to have someone local look over the video for us but OF COURSE there is NEVER anyone to be found!...all they could tell us is that we would be contacted once the police received the report from the property manager with no approximate time frame...I have made several calls before about suspicious activity and gates not closing properly to no avail! we have lost things that we worked hard for to pass down to our kids...I am COMPLETELY HEARTBROKEN and dont know what to do now because they have handled this HORRIBLY and as of it means nothing!...we got the unit THINKING it was secure enough to put our belongings there and it turned out to be a heartbreaking, gut wrenching experience! I would NEVER suggest anyone go there!...SAD AND HEARTBROKEN mother of four

Initial Business Response / [redacted] (1000, 6, 2015/10/01) */ Upon receiving notice that the certified check was not received, our payment processing team went to the post office to determine the location of the checkThe post office was able to search for and retrieve the checkThe payment processing team was then able to apply the payment to the customer's account After this issue was resolved we reached out to the customer on October 1st to advise the check has been received and the payment has been appliedThe customer advised that they have received the leasing agreement as wellWe confirmed with the customer that there were no additional concerns with the account Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/12/03) */ Failure to collect and credit payment at kiosk at loc [redacted] Red Dot has failed to collect and credit payment for space [redacted] twice in three monthsprevious complaint # [redacted] (9/25/15)On 10/29/I deposited check # [redacted] for $into kiosk at RD#**this chck has NOT yet cleared my bankReceived email on 11/1/from RedDot that I owed two months rent plus late fees please correct billing errors and send hard copy of contract(third request) Final Business Response / [redacted] (4000, 20, 2015/12/23) */ The customer informed us that they had placed a check in the kiosk that was not processedWe explained to the customer why the payment did not go through due to how it was placed in the kioskWe educated the customer on how to make a payment going forward At this time we advised the customer we will retrieve the check in question and apply it to the accountBefore we were able to apply the check the customer had paid using a card Due to the issue we waived the late fees that the customer paid and have waived the remainder of the January rent on the account During a previous interaction with the customer we were informed they have received the lease however we have mailed another copy as of 12/23/

Red Dot Storage provided a lease to the customer on 2.6.17, in addition to the lease a Red Dot Tenant Protection notice was sent on informing the customer that they would be enrolled in the Red Dot Tenant Protection Plan if no proof of insurance was provided by the enrollment datePer Red Dot Storage policy all tenants are required to have some form of protection on their accountIf the customer no longer wishes to be enrolled in the Red Dot Tenant Protection Plan, they can provide proof of coverage and will no longer be billedRed Dot Storage does not provide refunds for being enrolled in the plan when a tenant has not provided proof of coverage to a Red Dot Storage representative

Red Dot Storage takes the security of every property very seriouslyIn some cases there may be issues that occur with gate equipmentIn these cases Red Dot Storage representatives work to maintain security at the propertyRed Dot Storage is aware of the issue with this gate and is working diligently to resolve the issue as quickly as possible Red Dot Storage apologizes for the concerns this has brought up for this customer and will continue to make resolving this a priority

On the customer went to the property with the intention of entering the unit despite the account being overdueThe due date on the account is the 2nd of every monthWhen the customer went to the facility the account was days overdueWhen getting to the property the customer did speak with the Facility SupervisorAt this time, the Facility Supervisor did place a lock on the customer’s unitThe Red Dot Storage Facility Supervisor was not acting with malice to the customer by placing the lock on the unit, she was following Red Dot Storage policy as stated in the leasing agreementAs of the customer has not paid the balance on the account and access is still denied to the unitRed Dot Storage representatives have been in contact with this customer on multiple occasions and have advised the customer that upon payment for the balance on the account, the lock will be removedPer Red Dot Storage policy as described in the leasing agreement, payment must be received for access to the unit to be provided

Red Dot Storage regrets the customers concerns regarding the gate at this propertyWhen the gate began to malfunction, Red Dot Storage representatives worked to resolve the issueBecause of the security concern, Red Dot Storage increased its patrols of the facilityIf there is ever an issue with a gate or with security at a facility, Red Dot Storage makes security the priorityOn 2/13/17, Red Dot Storage received an email from this customer stating that they had vacated the premisesIn the email the customer requested that they receive a full refund for the month of MarchRed Dot storage processed this request at that time and also prorated the month of February’s rent as wellA check was issues to the customer for the prepaid fundsRed Dot Storage regrets that the issue with the gate caused this customer to feel that their belongings were unsecureRed Dot Storage takes the security of all of its properties very seriously and is continually working to ensure the security at this and all properties

On a red Dot Storage representative was completing a walk through of the facility and found unit Lwithout a lockThe representative created a task in the Red Dot Storage system to determine what the status of the units wasOn the task was updated by another Red Dot Storage representative, determining that the unit had been abandoned by the customer as it was open and payment had not been made on the account and there was not a lock securing the unitThe items were removed from the unit on by the first Red Dot Storage representativeOn A Red Dot Storage representative was completing an audit of the walk through at the facility and determined that there had been a mistake made regarding the unitAt this time the representative contacted the customer to inform them of the mistake madeAt this time the representative was also attempting to determine what was in the unit so Red Dot Storage could identify the best course of action to takeAfter reviewing the information from the customer and the internal process that led to the issue being present, Red Dot Storage provided the information to an external insurance representative for Red Dot StorageThis third party representative reviewed the information and determined that the appropriate course of action was to file a claim for the customer’s lossThe third party representative then took the information provided and delivered it to their own internal departments to resolveDuring this time the customer contacted Red Dot Storage to determine what the status of the problem wasAs this was with the third party company, Red Dot Storage was unable to provide any updatesOn a representative of the third party reached out to again determine what the cause of the loss wasAt this time a Red Dot Storage Representative provided all information to the third party representativeThis third party representative has taken over the case and stated they will reach out to the customerIf they have not contacted the customer, Red Dot Storage can provide their contact information to the customerRed Dot Storage greatly regrets the chain of events that have compiled to create such a level of frustration for this tenantFurthermore Red Dot Storage is dissatisfied with the length of time that has passed to find a solution for this customerBecause of these issues Red Dot Storage has updated its policies and procedures to ensure that an issue of this nature does not occur again

On July 25, Red Dot Storage received a call from the customer stating that they were vacating the unit and during the process discovered there was damage to some of their items in the unitThe Red Dot Storage policy when damage is discovered to items in a unit is for the customer to file a claim with their insurance providerIn this case the customer should have been advised to contact their provider to make a claimRed Dot Storage sincerely regrets the damage to this customer’s items and in an effort to resolve the issue to the customer’s satisfaction, Red Dot Storage will issue a check to the customer for two month’s rent

As previously stated Red Dot Storage is working to resolve the issue with this gate as soon as possibleRegarding the conversations, the customer has had with the customer service team, there is no other information the Customer Service representatives can provideRed Dot Storage is working to resolve the issue with the gateThe customer’s concerns have been escalated to the appropriate departmentsRed Dot Storage realizes and regrets that there has been an issue with this gate for an extended period and will continue to work on this issue and get a solution as quickly as possibleRed Dot Storage apologizes for the issues this has caused for this customer

Final Consumer Response / [redacted] (2000, 7, 2015/07/23) */ Have cleared up the problem, somewhatThey made a direct payment plan so I wouldn't have to send a check inSent the first payment, they said they would send confirmation when receivedNo replyNow new problem, They activated the security gate and didn't send a code to meCalled and got a real person and they gave me a codeIts was too many numbers Lucky for me another person came there an let me itThe code is only numbersWhat a place Cant believe they are in business

Complaint: [redacted] I am rejecting this response because: A lease was never sent to me, nor was any such stipulation ever mentioned to me when I called to set up my direct debitI request that they provide me with any lease I may have signed Sincerely, [redacted]

After purchasing this property, Red Dot Storage spoke to the customer and discussed the change in ownership for the facilityDuring this discussion, the lease was sent to the customerThe lease it states that per Red Dot Storage policy, some form of protection must be placed on the accountIf no coverage is provided by the tenant then they will be enrolled in the Red Dot Storage Protection PlanNo coverage was provided by the customer and they were automatically enrolled in the Red Dot Storage Protection PlanPer the guidelines of the lease, tenants are required to have coverage on their itemsIf the customer provides proof of their own coverage the Red Dot Storage Protection Plan will be removedPer the Red Dot Storage policy, the customer will not be refunded for the auto enrollment of the Red Dot Storage Protection Plan

Hello,This person is no longer a tenant of oursThanks,

When Red Dot Storage rents out a unit to a tenant, it is required for the unit to have a lock on it, if any belongings are placed in itPer Red Dot Storage policy, a Red Dot Storage Facility Supervisor checks all units and if there is one without a lock, it will be overlocked, to ensure the protection of the tenant’s goodsOnce the tenant puts their own lock and notifies Red Dot Storage, the Facility Supervisor will remove the overlock during their next site visit Due to the issue that was created Red Dot has placed a credit on the tenants account for the requested amount of $As for the request of speaking with management, the representative the customer spoke with is a Property ManagerRed Dot Storage apologizes for the account and unit issue and any inconvenience it has caused Sincerely, Red Dot Storage Customer Management

Per Red Dot Storage policy if a tenant does not place a lock on their unit, a Red Dot Storage representative will place a lock on the unit to secure the items insideThis lock will not be removed until the tenant places a lock on their unitIn this case the tenant did not have a lock on the unit when the Red Dot Storage representative visited the propertyRed Dot Storage has been in contact with the customer and is working toward a resolution to this issue with the customer Sincerely Red Dot Management

When the customer rented a unit from Red Dot Storage the onsite kiosk did malfunction and the payment was not correctly applied to the accountWhen the customer spoke with a Red Dot Storage representative they were informed that the payment would be applied to the account once the cash in the kiosk was reviewedDue to the error in the kiosk the cash was not reported and was not applied to the customer accountThis brought the account past due and the unit was locked due to thisThe customer contacted Red Dot Storage and the representative had the fees removed from the account and the lock was removedRed Dot Storage apologizes for the error that caused the lapse in the customer account due to the kiosk error

When Red Dot Storage purchased this property, the existing gate system did not match the Red Dot Storage requirementsDue to this, Red Dot Storage removed the existing gate system and began the process of replacing itThis process does take time to complete and in order to provide customers with access to their belongings, the gate is left openRed Dot Storage realizes that this is a concern for this tenant and is working to resolve the gate issue for this facility as soon as possibleDespite the gate being open, Red Dot Storage works to ensure that the site remains secureRed Dot Storage apologizes for the length of time this gate has been open and is focused on completion of this system

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. How soon can we expect the check? Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, at no time did the company attempt to independently contact me regarding the situation I had to repeatedly call them whenever I received an alert that my account was past due and that my access to storage was suspended I suggest a more proactive approach if a similar situation occurs in the future
Sincerely,
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