Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 5, and find that this resolution is satisfactory to me I do hope they fix this on going issue since its been more then two monthsThank you Regards, [redacted] ***
I'm aware of the second elevatorWhich I used and it took a very long time to load a few things into my unitAlso I'm aware this is a "climate controlled" facility although when I was moving things in there was NO a/c running it was probably over degrees at 9pmThe front desk operator was extremely rude and uncaringPretty much blew me offThe elevator was broke for a few days but those few days were the days I was moving my items into the unitThe remaining days I only need it to hold my items and have no need to access itAgain no business should operate this wayI work in customer service and know the importance of communication and kindness regardless of the day you may be havingI'm very upset with this company and the way things are being handled
Re: Uncle Bob’s Self Storage #229, located at 3551 Bessemer Super Hwy, Bessemer, AL 35020 [redacted] Complaint ID # [redacted] Dear Ms. [redacted] We are in receipt of your letter... dated November 7, 2016 and we respond as follows. All relevant documentation is attached. On or about May 15, 2015, the customer entered into a self-storage rental agreement at the above referenced location. Section 4 of the rental agreement states, “All personal property is stored by the customer at the customer’s sole risk. Insurance is customer’s SOLE RESPONSIBILITY. CUSTOMER UNDERSTANDS THAT OWNER WILL NOT INSURE CUSTOMER’S PERSONAL PROPERTY. As a condition of leasing an enclosed storage Space, Customer must provide insurance protecting the personal property stored within the enclosed storage Space against fire, burglary or other damage. Customer expressly releases Owner from any losses, claims, suits and/or damages or right of subrogation caused by fire, theft, burglary, water, rain storms, tornado, explosion, riot, rodents, civil disturbances, government action, insects, mildew, mold, black mold, dust, sonic boom, vehicles, unlawful entry or any other cause whatsoever whether property is stored in an enclosed or open storage Space, nor shall Owner be liable to Customer and/or Customer’s guests for any personal injuries or property damage sustained by Customer and/or Customer’s guests while on or about owner’s premises.” Ms. [redacted] initially purchased insurance through Bader, which is offered at our stores as a convenience. She later canceled the Bader insurance because she stated she had her own insurance through USAA and provided insurance policy information to the store for their files. We therefore recommend that Ms. [redacted] contact USAA to resolve her claim for furniture damage. Our Area Manager provided Ms. [redacted] a credit for two month’s rent ($124.00) in an effort to assure her we do have concern regarding her situation. It is my understanding that the customer has been moved to a climate controlled unit, which should be more suitable for her storing needs. If you require any additional information, please contact the undersigned. Thank you, Anne H [redacted] Paralegal
Re: Life Storage LP, Store #849, Located at SSemoran Boulevard, Orlando, FL [redacted] | Complaint ID # [redacted] Dear Ms [redacted] We are in receipt of your letter dated May 2, and we respond as followsI have attached all relevant materials On or about October 14, 2016, Customer signed a self-storage Rental Agreement at the above-referenced facility On November 17, 2016, the customer indicated that she had moved out, however, her lock remained on the space until February 2017, when the space was scheduled to be auctioned On the morning of the auction, the space was found opened with debris in it The store manager spoke with the customer regarding the space in January and February regarding the space and the customer was aware that the space would be auctioned if the items and lock weren’t removed If you require any additional information, please contact the undersigned Thank you, Anne H [redacted] Paralegal, Legal Operations
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 Regards, [redacted]
Good Morning,I am having difficulty finding this customer in our systemIf he could give me the facility address and what name the account was under or the storage unit number, I will be able to look into the matter for him.Thank you,Anne H***, Paralegal
Re: Life Storage LP, Store #282, Located at 9145 Jones Rd, Houston, TX 77065 [redacted] Dear Ms. [redacted] We are in receipt of your letter dated September 17, 2017,... and we respond as follows. On or about January 23, 2017, Customer signed a self-storage rental agreement at the above-referenced facility. At the time Customer began renting, she elected to have Bader insurance. There was an error in data entry and the Customer was not charged for the insurance. However, Life Storage will pay the insurance fees on the customer’s behalf and the Customer is now signed up for Bader insurance and can submit a claim for her property damage due to the ceiling leak. Please note, moving forward the Customer will be charged an additional $10.00 per month for insurance coverage. As the Customer’s account is current, there will be no negative affect on her credit rating. If you require any additional information, please contact the undersigned. Thank you, Anne H [redacted] Paralegal, Legal Operations
We are in receipt of your letter dated June 7, and respond as follows.Customer entered into a self-storage rental agreement with Uncle Bob's on November 23, 2013. At that time, customer was advised that pursuant to paragraph of the rental agreement, all personal property is stored by
customer at customer's sole risk. Insurance is customer's sole responsibility. Because the customer did not have proof of homeowner's insurance, she was enrolled in the tenant insurance provided by *** Insurance through Uncle Bob's. On or about January 9, 2014, customer faxed over a copy of her *** *** declaration page indicating that she was insured by them. This action triggered her *** policy to be cancelled. On or about April 2, 2016, customer called the Uncle Bob's store to report that her movers reported water and mold damage to her sofa. The sofa was already off the premises so store personnel could not inspect it. After receiving the call, store personnel went out to the space to look for any water damage. He did not find any.The following day, the store manager also went to the space to see if there was any way water had entered the space. She did not find any visual water damage either. The insulation was not torn and there was not any water stains on the ceiling, walls or floors. She further inspected the roof to see if there were any holes or damage that would cause water to enter the space. She did not find any.Therefore, we cannot provide a statement to the customer stating that there was a leak in her space due to the fact that our personnel did not witness any. We apologize for any inconvenience this may have caused but we find that Uncle Bob's was not negligent in this regard
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Re: Life Storage LP, Store #321, Located at Broadway Street, San Antonio, TX *** *** * *** ** * *** Dear Ms*** We are in receipt of your letter dated September 15, 2017, and we respond as followsCopies of all relevant materials are attached. On or about March 15, 2017, Customer signed a self-storage rental agreement at the above-referenced facilityI have attached a copy of the agreement for review. The rental agreement expressly states that rent is due on the first of each month and that a lien attaches if the account is in continuous default for a period of days. Customer’s account was in default and the contents of the storage space were sold at public auction on July 12, for non-payment of rent and other charges according to Texas self-storage statutes. Furthermore, I have attached a copy of the pre-lien notice dated May 22, 2017, as well as the lien notice dated June 6, 2017, that were both emailed to the customer’s last known email addressIt should be noted that Texas self-storage statues allow for notices to be emailed. The lien notice states that the auction would take place on July 12, at 9:a.m. If you require any additional information, please contact the undersigned. Thank you, Anne H*** Paralegal, Legal Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Re: Life Storage LP, Store #275, Located at Hixson Pike, Chattanooga, TN *** *** | Complaint ID # *** Dear Ms*** We are in receipt of your letter dated
September 14, 2017, and we respond as follows. I can offer $1,to the customer to cover the deductible. If this is acceptable to the customer, please have him provide an address to send the check. Our company policy is that we cannot release a surveillance video without a subpoenaIt is a company-wide policy. If you require any additional information, please contact the undersigned. Thank you, Anne H*** Paralegal, Legal Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Re: Life Storage LP, Store #731, Located at S Van Brunt St., Englewood, NY 07631 *** *** | Complaint ID # *** Dear Ms***: We are in receipt of your letter dated
October 8, 2017, and we respond as follows. On or about December 10, 2016, Customer entered into a self-storage rental agreement at the above-referenced facility. Section 3c of Customer’s signed agreement (attached) states, “If Customer does not pay in full any monthly payment before close of business in the FIFTH (5th) day of the month, Customer shall pay Owner late charges for each delinquent installment as follows: (Late charges will be deducted from any payment received late and credit the balance.)First late charge: $late charge after the close of business on the 5th day of the Month.Second late charge $late charge after the close of business on the 20th day of the Month.” I have attached a copy of Customer’s transaction reportThe store has credited the customer’s late fee on two different occasions (7/11/and 10/3/2017). These credits were done as a courtesy, as it is my understanding that the customer was overseas. It should be noted that through the course of business, late fee credits are provided as a one-time courtesy and we have credited his account twice. It is my further understanding that the customer has vacated his space effective October 10, Section 2a of customer’s signed agreement states, “There will be no proration for the last month of occupancy.” It should be noted that the facility does have preventative pest control. I have reviewed Customer’s file there are no customer notes regarding rodent damage to his vehicle. Section of customer’s agreement states, “All personal property is stored by Customer at Customer’s sole riskInsurance is Customer’s sole responsibilityCustomer understands that Owner will not insure Customer’s personal property.” For all reasons stated above, Customer’s request for reimbursement for damages and rental fees is denied. If you require any additional information, please contact the undersigned. Thank you, Anne H***Paralegal, Legal Operations
Re: Life Storage LP, Store #498, Located at Mathis Ferry Rd, MtPleasant, SC *** *** Complaint ID # *** Dear Ms***: We are in receipt of your letter
dated December 3, and we respond as follows We apologize for the confusion with pricing of the rented truckI spoke with the store and area manager and they stated that the $pricing was per time slot ($with taxes included). It is my understanding that Mr*** used the U-Haul truck for the equivalent of two time slots. Perhaps this wasn’t explained thoroughly, if this was the case, then we do apologize We are willing to offer the customer a refund of $21.51, the cost of one time slot. If Mr*** agrees to this, he can email me directly at *** with the address he would like the refund check sent to If you require any additional information, please contact the undersigned Thank you, Anne *** Paralegal
We have been unable to come to an agreement with the customer directly; therefore we have submitted her complaint to our insurance company for their review
Dear Ms***, We are in receipt of your letter dated July 28, 2016, and we respond as follows. On June 30, 2016, *** *** entered into a truck rental agreement at the above-referenced facility. The agreement clearly st*** that the truck must be returned with a
full tank of gasolin** It is company policy that if the truck is not returned with a full tank of gasoline, the customer will be charged for seven gallons at $per gallon ($45.50). Ms*** not only signed the agreement, she also initialed two separate areas which emphasized that the truck would need to be returned with a full tank of gas and detailed the amount she would have to pay if it wasn’t returned as such. If you require any additional information, please contact the undersigned Sincerely, Anne ** H*** Paralegal
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I understand that I signed a contract, but I was under pretense because the facility was not monitored via security cameras like promised and there was no pest control
Regards,
*** ***
Dear Ms***: As stated in my previous email, per the terms of the rental agreement, it is required that the customer give notice to vacate in writingHowever, we are willing to make an exception for this customer. On Friday, January 13, 2017, the store manager mailed the customer a Notice to Abandon Property formIf the customer signs and sends it back to the store, we will dispose of his property and we will not send his account to collectionsPlease let me know if this will be satisfactorySincerely, Anne ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 5, and find that this resolution is satisfactory to me I do hope they fix this on going issue since its been more then two monthsThank you Regards, [redacted] ***
I'm aware of the second elevatorWhich I used and it took a very long time to load a few things into my unitAlso I'm aware this is a "climate controlled" facility although when I was moving things in there was NO a/c running it was probably over degrees at 9pmThe front desk operator was extremely rude and uncaringPretty much blew me offThe elevator was broke for a few days but those few days were the days I was moving my items into the unitThe remaining days I only need it to hold my items and have no need to access itAgain no business should operate this wayI work in customer service and know the importance of communication and kindness regardless of the day you may be havingI'm very upset with this company and the way things are being handled
Re: Uncle Bob’s Self Storage #229, located at 3551 Bessemer Super Hwy, Bessemer, AL 35020 [redacted] Complaint ID # [redacted] Dear Ms. [redacted] We are in receipt of your letter... dated November 7, 2016 and we respond as follows. All relevant documentation is attached. On or about May 15, 2015, the customer entered into a self-storage rental agreement at the above referenced location. Section 4 of the rental agreement states, “All personal property is stored by the customer at the customer’s sole risk. Insurance is customer’s SOLE RESPONSIBILITY. CUSTOMER UNDERSTANDS THAT OWNER WILL NOT INSURE CUSTOMER’S PERSONAL PROPERTY. As a condition of leasing an enclosed storage Space, Customer must provide insurance protecting the personal property stored within the enclosed storage Space against fire, burglary or other damage. Customer expressly releases Owner from any losses, claims, suits and/or damages or right of subrogation caused by fire, theft, burglary, water, rain storms, tornado, explosion, riot, rodents, civil disturbances, government action, insects, mildew, mold, black mold, dust, sonic boom, vehicles, unlawful entry or any other cause whatsoever whether property is stored in an enclosed or open storage Space, nor shall Owner be liable to Customer and/or Customer’s guests for any personal injuries or property damage sustained by Customer and/or Customer’s guests while on or about owner’s premises.” Ms. [redacted] initially purchased insurance through Bader, which is offered at our stores as a convenience. She later canceled the Bader insurance because she stated she had her own insurance through USAA and provided insurance policy information to the store for their files. We therefore recommend that Ms. [redacted] contact USAA to resolve her claim for furniture damage. Our Area Manager provided Ms. [redacted] a credit for two month’s rent ($124.00) in an effort to assure her we do have concern regarding her situation. It is my understanding that the customer has been moved to a climate controlled unit, which should be more suitable for her storing needs. If you require any additional information, please contact the undersigned. Thank you, Anne H [redacted] Paralegal
Re: Life Storage LP, Store #849, Located at SSemoran Boulevard, Orlando, FL [redacted] | Complaint ID # [redacted] Dear Ms [redacted] We are in receipt of your letter dated May 2, and we respond as followsI have attached all relevant materials On or about October 14, 2016, Customer signed a self-storage Rental Agreement at the above-referenced facility On November 17, 2016, the customer indicated that she had moved out, however, her lock remained on the space until February 2017, when the space was scheduled to be auctioned On the morning of the auction, the space was found opened with debris in it The store manager spoke with the customer regarding the space in January and February regarding the space and the customer was aware that the space would be auctioned if the items and lock weren’t removed If you require any additional information, please contact the undersigned Thank you, Anne H [redacted] Paralegal, Legal Operations
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 Regards, [redacted]
Good Morning,I am having difficulty finding this customer in our systemIf he could give me the facility address and what name the account was under or the storage unit number, I will be able to look into the matter for him.Thank you,Anne H***, Paralegal
Re: Life Storage LP, Store #282, Located at 9145 Jones Rd, Houston, TX 77065 [redacted] Dear Ms. [redacted] We are in receipt of your letter dated September 17, 2017,... and we respond as follows. On or about January 23, 2017, Customer signed a self-storage rental agreement at the above-referenced facility. At the time Customer began renting, she elected to have Bader insurance. There was an error in data entry and the Customer was not charged for the insurance. However, Life Storage will pay the insurance fees on the customer’s behalf and the Customer is now signed up for Bader insurance and can submit a claim for her property damage due to the ceiling leak. Please note, moving forward the Customer will be charged an additional $10.00 per month for insurance coverage. As the Customer’s account is current, there will be no negative affect on her credit rating. If you require any additional information, please contact the undersigned. Thank you, Anne H [redacted] Paralegal, Legal Operations
We are in receipt of your letter dated June 7, and respond as follows.Customer entered into a self-storage rental agreement with Uncle Bob's on November 23, 2013. At that time, customer was advised that pursuant to paragraph of the rental agreement, all personal property is stored by
customer at customer's sole risk. Insurance is customer's sole responsibility. Because the customer did not have proof of homeowner's insurance, she was enrolled in the tenant insurance provided by *** Insurance through Uncle Bob's. On or about January 9, 2014, customer faxed over a copy of her *** *** declaration page indicating that she was insured by them. This action triggered her *** policy to be cancelled. On or about April 2, 2016, customer called the Uncle Bob's store to report that her movers reported water and mold damage to her sofa. The sofa was already off the premises so store personnel could not inspect it. After receiving the call, store personnel went out to the space to look for any water damage. He did not find any.The following day, the store manager also went to the space to see if there was any way water had entered the space. She did not find any visual water damage either. The insulation was not torn and there was not any water stains on the ceiling, walls or floors. She further inspected the roof to see if there were any holes or damage that would cause water to enter the space. She did not find any.Therefore, we cannot provide a statement to the customer stating that there was a leak in her space due to the fact that our personnel did not witness any. We apologize for any inconvenience this may have caused but we find that Uncle Bob's was not negligent in this regard
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Re: Life Storage LP, Store #321, Located at Broadway Street, San Antonio, TX *** *** * *** ** * *** Dear Ms*** We are in receipt of your letter dated September 15, 2017, and we respond as followsCopies of all relevant materials are attached. On or about March 15, 2017, Customer signed a self-storage rental agreement at the above-referenced facilityI have attached a copy of the agreement for review. The rental agreement expressly states that rent is due on the first of each month and that a lien attaches if the account is in continuous default for a period of days. Customer’s account was in default and the contents of the storage space were sold at public auction on July 12, for non-payment of rent and other charges according to Texas self-storage statutes. Furthermore, I have attached a copy of the pre-lien notice dated May 22, 2017, as well as the lien notice dated June 6, 2017, that were both emailed to the customer’s last known email addressIt should be noted that Texas self-storage statues allow for notices to be emailed. The lien notice states that the auction would take place on July 12, at 9:a.m. If you require any additional information, please contact the undersigned. Thank you, Anne H*** Paralegal, Legal Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Re: Life Storage LP, Store #275, Located at Hixson Pike, Chattanooga, TN *** *** | Complaint ID # *** Dear Ms*** We are in receipt of your letter dated
September 14, 2017, and we respond as follows. I can offer $1,to the customer to cover the deductible. If this is acceptable to the customer, please have him provide an address to send the check. Our company policy is that we cannot release a surveillance video without a subpoenaIt is a company-wide policy. If you require any additional information, please contact the undersigned. Thank you, Anne H*** Paralegal, Legal Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Re: Life Storage LP, Store #731, Located at S Van Brunt St., Englewood, NY 07631 *** *** | Complaint ID # *** Dear Ms***: We are in receipt of your letter dated
October 8, 2017, and we respond as follows. On or about December 10, 2016, Customer entered into a self-storage rental agreement at the above-referenced facility. Section 3c of Customer’s signed agreement (attached) states, “If Customer does not pay in full any monthly payment before close of business in the FIFTH (5th) day of the month, Customer shall pay Owner late charges for each delinquent installment as follows: (Late charges will be deducted from any payment received late and credit the balance.)First late charge: $late charge after the close of business on the 5th day of the Month.Second late charge $late charge after the close of business on the 20th day of the Month.” I have attached a copy of Customer’s transaction reportThe store has credited the customer’s late fee on two different occasions (7/11/and 10/3/2017). These credits were done as a courtesy, as it is my understanding that the customer was overseas. It should be noted that through the course of business, late fee credits are provided as a one-time courtesy and we have credited his account twice. It is my further understanding that the customer has vacated his space effective October 10, Section 2a of customer’s signed agreement states, “There will be no proration for the last month of occupancy.” It should be noted that the facility does have preventative pest control. I have reviewed Customer’s file there are no customer notes regarding rodent damage to his vehicle. Section of customer’s agreement states, “All personal property is stored by Customer at Customer’s sole riskInsurance is Customer’s sole responsibilityCustomer understands that Owner will not insure Customer’s personal property.” For all reasons stated above, Customer’s request for reimbursement for damages and rental fees is denied. If you require any additional information, please contact the undersigned. Thank you, Anne H***Paralegal, Legal Operations
Re: Life Storage LP, Store #498, Located at Mathis Ferry Rd, MtPleasant, SC *** *** Complaint ID # *** Dear Ms***: We are in receipt of your letter
dated December 3, and we respond as follows We apologize for the confusion with pricing of the rented truckI spoke with the store and area manager and they stated that the $pricing was per time slot ($with taxes included). It is my understanding that Mr*** used the U-Haul truck for the equivalent of two time slots. Perhaps this wasn’t explained thoroughly, if this was the case, then we do apologize We are willing to offer the customer a refund of $21.51, the cost of one time slot. If Mr*** agrees to this, he can email me directly at *** with the address he would like the refund check sent to If you require any additional information, please contact the undersigned Thank you, Anne *** Paralegal
We have been unable to come to an agreement with the customer directly; therefore we have submitted her complaint to our insurance company for their review
Dear Ms***, We are in receipt of your letter dated July 28, 2016, and we respond as follows. On June 30, 2016, *** *** entered into a truck rental agreement at the above-referenced facility. The agreement clearly st*** that the truck must be returned with a
full tank of gasolin** It is company policy that if the truck is not returned with a full tank of gasoline, the customer will be charged for seven gallons at $per gallon ($45.50). Ms*** not only signed the agreement, she also initialed two separate areas which emphasized that the truck would need to be returned with a full tank of gas and detailed the amount she would have to pay if it wasn’t returned as such. If you require any additional information, please contact the undersigned Sincerely, Anne ** H*** Paralegal
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I understand that I signed a contract, but I was under pretense because the facility was not monitored via security cameras like promised and there was no pest control
Regards,
*** ***
Dear Ms***: As stated in my previous email, per the terms of the rental agreement, it is required that the customer give notice to vacate in writingHowever, we are willing to make an exception for this customer. On Friday, January 13, 2017, the store manager mailed the customer a Notice to Abandon Property formIf the customer signs and sends it back to the store, we will dispose of his property and we will not send his account to collectionsPlease let me know if this will be satisfactorySincerely, Anne ***
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