StorageMart

Our claims department keeps trying to call to see what else we can offer, but are only able to leave messagesNo one is answering her call or calling her backPlease respond to her message so that we can work this out with you

Initial Business Response /* (1000, 11, 2016/02/24) */
Good afternoon,
I have gone over the Mr***'s incident and feel that we have been more than fair in compensation to himMr*** was correct that we didn't initially tell him about needing pictures, but he was informed within a week
of his initial contact about he incident - See attached account notes
Mr*** is correct that we do not cover art through our premium lease but we do cover vehiclesUnfortunately according to the lease in Article Section b sub-point 2, we require a copy of the title which was never provided to usThis put the vehicle in violation of the lease terms and we cannot cover items in violation of the leaseDespite that, we provided Mr*** compensation in the form of a free month of rent to help cover his costs on top of the $that we paid out to cover the snow blowerPlease see his attached lease and premium lease to verify
We could not cover the DVDs that Mr*** claimedHe made no mention of them on the police report or the claims reportThey did not come up until months after he accepted the agreement from our regional managerAs such our claims department denied paying out for these items as the case was closed, and Mr*** had already agreed to our termsPlease see attached incident and police reports
We also cooperated with the police to the best of our abilityShould you have any further questions please don't hesitate to contact me regarding this incident

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meStorage Mart responded very quickly and resolved this matterI couldn't be happeier
Sincerely,
*** ***

*** had two units with usShe has become delinquent with her rentOne unit she let go past the time period and it was sold at auction per the attached lease agreementHer second unit is on the same pathWe have since offered to let her move her things out of the second unit without payment
just as long as she moved out before the auction date that is scheduledShe has refused this offer and there is no more we can do for herI understand she is upset, but we followed procedureWe called her several times and she never returned one of our calls

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12739191, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I have two units rented *** and ***They were not rented at the same timeHowever When paying for the rentals on the website they have to be paid together as one rental with one credit cardI want to pay with two separate credit cards one to pay for one and another to pay the otherThe website will not let me do thatSometimes the website does not even accept the one credit card payment and I am charged non-payment fees and late feesI have to call the office to pay separatelyEven if I call in to make the payments sometimes the office makes mistakesOnce when they tried to charge some how they made my credit card company put a hold on the payments without charging my cardMy credit card company took the available balance out of my credit card waiting on the charge to go throughStorageMart was unable to receive the payment until the hold was liftedEven though this situation was created by StorageMart which made it impossible for me to access the held amoun Refund of all fees charged and discounts deductedAbility to make partial payments onlineAutomatic Waving of fees and deducted discounts when website is not working

A check is being sent to the store payable to Mr. [redacted] in the amount of $2,500 under the plan that he has with StorageMart. The check will be available at the store Wednesday of next week for him to pick up.

We credited Mr. F[redacted]'s account after he had made this complaint, but before we received the notification. His account is credited $120 to take care of all the fees he had accrued. We feel that this is a satisfactory compensation for this situation. We cannot reverse the rent increase, however....

This is well within our policy as you can see from the attached lease in article 11. Rent increases occur to help our business stay well maintained and updated as well as keep up with the changing market. Mr. F[redacted] is still paying below the current market rate. In other words he is paying less than if he rented that same unit today. For this we are upholding the rent increase and feel we have done our best to rectify the situation. However, we will also try to make sure that any future rent increases are smaller since he has two units that are affected.

Complaint: [redacted]
I am rejecting this response because:
I am not satisfied with this, 1500 does not begin to cover my damages... I have a total loss, that upwards of 25,000 to 30,000 dollars.
Sincerely,
[redacted]

We have reviewed Mr. [redacted]'s account. In the past we 7 months we have waived late fees twice for him and feel that we are not responsible for the hold on his credit card. So we will not reverse these charges. We cannot hold funds; we either charge or do not charge and suggest that he speak with his credit card company regarding this issue.Customers cannot make partial payments to us. They need to make the entire payment. However, we can split the units up into 2 accounts so that Mr. [redacted] can pay them separately. Our store manager will be contacting him to provide an additional email address in order to create two separate accounts.We cannot automatically waive fees. Our system is not built that way as all transactions need to be reviewed. Also issues like this are typically on an individual basis versus affecting all customers. So many times we do not know something is wrong unless the customer lets us know. However, should anything come up as a direct result of something being broken with our website, we will be happy to work with Mr. [redacted] to correct the issue.To make things easier paying us, we also suggest going on EasyPay. With this option we can automatically charge the appropriate card each month and there is no fear of late fees. Our store manager can explain this further and set him up if he is interested.

Initial Business Response /* (1000, 5, 2016/01/07) */
We feel that we are operating within our lease that the customer signed. I will submit their signed lease. Under article 3 it explains that we are not obligated to accept partial payments. Under article 5, it explains our liability when a unit...

goes to auction. We do, however, ask all purchasers of auctioned units to return any personal paperwork and other such effects to the office. In this case the purchaser did return a box full of the renter's paperwork and it is still waiting to be picked up at the StorageMart office should the renters still want to pick it up. The renter has already cleaned out their mailbox. They came in asking to retrieve mail because there was a check they were going to use to pay what they owed, but they did not pay. Since that day all mail has been marked return to sender and there is no mail left.

See attached photos

Initial Business Response /* (1000, 5, 2015/06/01) */
StorageMart attempted to contact Mr. [redacted] but his voicemail could not accept messages. Our regional manager succeeded in contacting Mr. [redacted] on 6/1/2015 to speak with him about his claim.
The claim form that Mr. [redacted] submitted only...

stated that several boxes were damaged. The StorageMart regional manager provided Mr. [redacted] with the paperwork to fill out with items and estimated values of damaged items so that we can proceed with our claims department having the correct information.

I can be contacted to answer any questions regarding this matter. Thank You.

Dear Ms. [redacted], First and foremost, we are truly sorry that your storage unit was compromised. We do everything we can do prevent this kind of activity at our stores, and are taking your comments, here, very seriously.We spoke directly with our Regional Manager for this area and were assured...

we're doing everything we can to help progress your claim through the claims-process. Originally, there was a bit of a delay until the police report had been filed. Once our Regional Manager received the police report number, the necessary claim paperwork was submitted.Checking directly with the administrator of our claims, the claim was received on 1/04/18, and a message left according to the details provided at 1/04/18 at 6:35 PM CST.It was noted that an email was not provided; if you would like us to provide your email to our claims administrator, we would be happy to do so.The administrator indicated to us that she would again reach out to you on 1/10. It's my hope that you received from her, the information you needed regarding your claim. I understand your frustrations with the timeline of the claims process. Upon investigation, everything appears to be moving along properly and in accordance to when the proper documents (including police report) were received and submitted.We can always be reached at [redacted].com, if there are any additional details you would like to share. Sincerely,StorageMart Help Team

We wanted to apologize that this process has been so slow for the [redacted]s, but are now in the process of making amends. Our regional manager was able to get a hold of Mr. [redacted], and sounds like we were able to come to an amicable resolution. The regional manager was able to coordinate...

with our claims department and expedite process. We should be able to make this right to Mr. [redacted] as quickly as possible.

We apologize to Ms. [redacted]. All of our documents are now currently under review to be compliant with Minnesota law. I believe our CEO and Ms. [redacted] reached an agreement, and we are waiving her fees and paying to move her into another storage facility.

We are very sorry that [redacted] had this experience at our store. Unfortunately, we are not liable for damages from rodents or other pests according to our lease and our value coverage addendum. Please see attached lease in section 5. Despite this we offered Ms. [redacted] $1k...

to help her with her losses. She declined. We are still working with Claims Department to see if there is anything else we can do and hope to have an answer to her within a week.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will forward to my attorney for further review upon awaiting the arrival of the check. Depending on my attorneys response whether I except the check or not. The web site states it is a secure site with cameras, lighting and fencing. It also states it gives you peace of mind for storing your items. This has yet to be proven true.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
At the current time we have not been able to speak with the claims department as she is a part time employee and you can only leave a message. Voicemail states a returned call in 24v hours and we still have yet to hear back from claims after leaving a message. Will not accept response until matter has been handled to its fullest.
Sincerely,
[redacted]