Rollins Mini Storage

I am sending this email to review the conversation we had last week I manage Rollins Mini Storage We had a complaint submitted to you because [redacted] who claimed there was mildew on her son's items when he moved out of his unit (none of our units are climate controlled) [redacted] did not rent a unit with us, her son rented a storage unit with us after he moved his items out of his college apartment At that time he signed a contract that clearly explains the rules Under number we inform the renter that "We do not assume liability for the goods you store Adding stored goods to an existing policy is generally quite inexpensive; we recommend contacting your insurance agency." We do not examine the goods our renters store before they are placed in the unit and we can not enter the unit after the renter has placed a lock on the unit So we have no way of knowing if the renter has placed wet items or items that already have mildew damage on them in the unit Further more we have had no other complaints of mildew from any other renters Also, [redacted] nor her son had made complaints of any kind during the years that her son rented a unit They did not complain until her son moved out They also have a copy of the signed contract (signed by [redacted] ) I discussed it with them both and I thought it was resolved because the contract clearly stated it was the renters responsibility to get renters insurance or expand their home owners insurance to cover the items in the storage unit At this point [redacted] (her son) stated there was nothing more to do because he did not take out insurance on his items I have attached a copy of the renters contract Please let me know if you have any questions and thank you for all of your helpThanks!Rollins Mini Storage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.My husband, *** ***, and I rented the storage unit from Rollins Mini Storage to contain our son's items in May We were good renters in that we paid the monthly rent for years on time I would not have spent $over a year period to rent a storage unit for previously mildewed, molded and rat eaten items only so I could file a complaint and be distressed two years later Nor would I have spent $to rent a moving truck to transfer mildewed, molded and a rat eaten mattress and box springs to a newly purchased home Rollins Mini Storage doesn't address the rat eaten items in their response to the Revdex.com The mattress, box springs and mattress cover had been chewed through by rodents Rollins Mini Storage states that I never complained previously about the condition of the stored items Perhaps, that is because I did not go to the unit on a regular basis - hence the reason of a storage unit Also, if I remember correctly, the inside of the unit did not contain any overhead lighting and was dark It is also quite difficult to inspect the bottom of stored items in a tightly stored unlit unit The mildewed, molded and rat eaten items were more profoundly damaged on the floor touching end of the stored items If the damage had been noticed before move out day my concerns would have been made known immediately to the manager of the storage unit During the move out process of my stored belongings, Rollins Mini Storage manager accused me of not being up to date on payments I had to prove with cancelled checks that my account was paid in full During this time and when I had became aware of the profound damage it took numerous phone calls and personal trips to the storage unit's main office before I could get a response It is my understanding that the Revdex.com had the same difficulty Rollins Mini Storage management do not feel that they are to be held accountable to anyone for their actionsOnce I was able by phone to reach the manager of the storage unit to address my concerns I was treated rudely and unsympathetic I asked to speak to the owner and was denied by the manager and was told that it was her responsibility to take care of concerns She would not tell me the owners name nor phone number The manager, upon more conversation did agree to have the owner call me to discuss my concerns That conversation took place the beginning of June and I have never received a returned phone call to address my concerns I understand that a lease was signed but it is the responsibility of a business to provide" reasonable" care of a customer's belongings and act in a reasonable manner to protect stored items They did not do either A business in good faith can not state that we will ruin your items with water damage, mold and rats They must in good faith provide "reasonable" care to the contents of their rental units They did not provide reasonable care to my items It also needs to be addressed about the health concerns of moldmildew and rat feces Perhaps the health department needs to visit the storage unit to determine if the mold, mildew and rats provide a safety hazard to the other occupants and the community. Regards,
*** ***

I am sending this email to review the conversation we had last week.  I manage Rollins Mini Storage.  We had a complaint submitted to you because [redacted] who claimed there was mildew on her son's items when he moved out of his unit (none of our units are climate controlled)....

 [redacted] did not rent a unit with us, her son rented a storage unit with us after he moved his items out of his college apartment.  At that time he signed a contract that clearly explains the rules.  Under number 9. we inform the renter that "We do not assume liability for the goods you store.  Adding stored goods to an existing policy is generally quite inexpensive; we recommend contacting your insurance agency."  We do not examine the goods our renters store before they are placed in the unit and we can not enter the unit after the renter has placed a lock on the unit.  So we have no way of knowing if the renter has placed wet items or items that already have mildew damage on them in the unit.  Further more we have had no other complaints of mildew from any other renters.  Also, [redacted] nor her son had made complaints of any kind during the 2 years that her son rented a unit.  They did not complain until her son moved out.  They also have a copy of the signed contract (signed by [redacted]).  I discussed it with them both and I thought it was resolved because the contract clearly stated it was the renters responsibility to get renters insurance or expand their home owners insurance to cover the items in the storage unit.  At this point [redacted] (her son) stated there was nothing more to do because he did not take out insurance on his items.  I have attached a copy of the renters contract.  Please let me know if you have any questions and thank you for all of your help. Thanks!Rollins Mini Storage