RE: Complaint ID # [redacted] To Whom It May Concern: My name is [redacted] [redacted] and I am the Regional Manager with Stor’em Self StorageI am writing today in response to complaint ID number [redacted] This complaint is regarding the account for Mr [redacted] , with whom we have a signed contract on file withThis contract is for rental of a 10Xdrive up unit, number ***Mr [redacted] authorized [redacted] (the complainant) to access the unitIn the month of June, we received several complaints from other tenants regarding the two persons who were accessing this unitIn response to the complaints received, video and gate activity were reviewedOur findings determined that there were two individuals (an unidentified woman and MrR [redacted] ) who were accessing the unit, sometimes ten or more times a day and staying for longer than three hoursOften the door would be closed and on some occasions they had a dog presentThese individuals accessed the unit on a daily basis, not two or three times a week as MrR [redacted] statedTenants and authorized access persons are expected to comply with the terms of the leaseTerms of the lease include: · Human or animal occupancy is not permittedNO EXCEPTIONS· NO LOITERINGTenants must proceed to storage unit and load or unload in a timely fashionThese terms are strictly enforcedNot only does it create a safety concern for those involved, but self storage is for the purpose of storing personal propertyOccupancy is strictly prohibitedConsidering the size of the unit and the frequency and length of time in which these individuals accessed the unit, the Chula Vista Police Department (CVPD) was contacted for assistance As a safety precaution our onsite staff does not confront individuals who fail to comply with the lease requirementsThe CVPD were contacted on 6/21/16, and were on site for approximately minutes According to their dispatch office, the police officers determined that MrR [redacted] was not onsite for the purpose of storageThe police officers then escorted MrR [redacted] offsiteStor’em Self Storage has no authority over the CVPDAny complaints against the officers or their department will have to be filed with the CVPD directlyDespite MrR [redacted] ’s inability to comply with the terms of the lease, my staff and I made the necessary arrangements for him to come back on property after hoursMrR [redacted] claimed this was for the purpose of retrieving items he was not able to collect while police were on propertyWhen MrR [redacted] was informed that his request to come back on property was approved, he was reminded that the terms of lease are strictly enforcedHe was also reminded that if the loitering continues, it will result in either the police being contacted again, and/or termination of the lease This was the evening of 6/21/16; I have not spoken with MrR [redacted] on 6/10/or any other dateOur only concern with this account was the inability of the persons who accessed the unit to abide by the terms of the lease This would be the concern of any account, as all tenants are expected to comply with our termsThese terms are determined by the organization to protect the company, its employees and its tenants The last payment on this account made on 6/17/covered rent until 7/5/Access continued on this unit until 7/5/16, space was found empty and without a lock on 7/6/The move out was effective on 7/6/16, so there is no refund dueThe company does not find that MrR [redacted] ’s statements are based in fact, therefore the company will not be granting MrR [redacted] ’s requestsSincerely, [redacted] Regional Manager Stor’em Self Storage
To Whom It May Concern: My name is *** *** and I am the Regional Manager with Stor’em Self StorageI am writing today in response to complaint ID number ***This complaint is regarding the account for Miss *** ***, with whom we have
a signed lease on file for rental of a 5Xinterior unit for the period of 8/1/2015-10/31/This unit is located in one of our buildings that remains locked unless a tenant or authorized access has signed out a keyInterior buildings are included on our property inspections, to check for signs of damage, trash etcOn October 31, 2015, Miss *** completed an incident report stating that she had items missing from her unit. A police report was filed, and we were given the case numberDetective *** *** was assigned to the caseSecurity is of the utmost importance to us, so once we received the incident report we investigated this matter immediatelyVideo, gate activity, sign out sheets and property inspection reports were reviewed and all information pertaining to this incident was forwarded to the police department I was in contact with Miss *** on and off for about a month after the incident, to keep her informed of my contact with Detective ***In review of my email records, including junk mail, I have not received a message from Miss *** since November of last yearIn our correspondence my cell phone number was included, so if Miss *** has further questions she is welcome to contact me at this numberThat number is 858-740-In regards to Miss *** statement regarding security and staff, the company takes several measures to prevent theft at our propertiesOne of the many steps we take is that all Stor’em Self Storage employees are required to pass a full background check. There are no exceptionsAs part of our lease agreement that Miss *** signed, it states that all personal property stored within or upon the storage space by Occupant shall be at Occupant's sole risk. Owner and Owner's agents and employees shall not be liable for any loss of or damage to any personal property in the storage space or at the self storage facility arising from any cause whatsoever including, but not limited to, burglary, mysterious disappearance, fire, water damage, mold, rodents, Acts of God, the active or passive acts or omissions or negligence of the Owner, Owner's agents or employeesAlthough we have a fully executed lease with Miss *** on file and we have fully cooperated with the police department’s investigation, we sympathize with Miss ***As an effort to resolve the matter, not as an admission of liability or responsibility, we will be happy to refund what Miss *** paid on this accountTo summarize, there were three payments made, in the amount of $Unless we receive a different address by 7/26/16, we will issue a check to the address ** *** *** ** *** *** *** ** *** Sincerely, *** *** Regional Manager Stor’em Self Storage
I understand the frustration that the tenant must feelHaving one's space broken into and belongings rifled through is incredibly violatingWe take these violations very seriously as it is a reflection on our businessWe did have a string of break-ins which when discovered were immediately
communicated to the tenants that were affectedSince the belongings are not ours and the tenants stores at their own risk, the tenant must file a complaint with local law enforcement or they will not actThat being said we also made formal complaints to the authorities and have been in contact with them regularlyDuring this process we worked with the local authorities and reviewed hours of video and were able to identify a suspectSince the investigation is ongoing we cannot comment on who exactly this person is, but we recommend calling the contact that was handling the case.
I apologize if the tenant feels that we are not working hard trying to solve this problem, but this has been our number one priority since its discoveryPlease let me know if there is anything else I can provideThank you
RE: Complaint ID # [redacted] To Whom It May Concern: My name is [redacted] [redacted] and I am the Regional Manager with Stor’em Self StorageI am writing today in response to complaint ID number [redacted] This complaint is regarding the account for Mr [redacted] , with whom we have a signed contract on file withThis contract is for rental of a 10Xdrive up unit, number ***Mr [redacted] authorized [redacted] (the complainant) to access the unitIn the month of June, we received several complaints from other tenants regarding the two persons who were accessing this unitIn response to the complaints received, video and gate activity were reviewedOur findings determined that there were two individuals (an unidentified woman and MrR [redacted] ) who were accessing the unit, sometimes ten or more times a day and staying for longer than three hoursOften the door would be closed and on some occasions they had a dog presentThese individuals accessed the unit on a daily basis, not two or three times a week as MrR [redacted] statedTenants and authorized access persons are expected to comply with the terms of the leaseTerms of the lease include: · Human or animal occupancy is not permittedNO EXCEPTIONS· NO LOITERINGTenants must proceed to storage unit and load or unload in a timely fashionThese terms are strictly enforcedNot only does it create a safety concern for those involved, but self storage is for the purpose of storing personal propertyOccupancy is strictly prohibitedConsidering the size of the unit and the frequency and length of time in which these individuals accessed the unit, the Chula Vista Police Department (CVPD) was contacted for assistance As a safety precaution our onsite staff does not confront individuals who fail to comply with the lease requirementsThe CVPD were contacted on 6/21/16, and were on site for approximately minutes According to their dispatch office, the police officers determined that MrR [redacted] was not onsite for the purpose of storageThe police officers then escorted MrR [redacted] offsiteStor’em Self Storage has no authority over the CVPDAny complaints against the officers or their department will have to be filed with the CVPD directlyDespite MrR [redacted] ’s inability to comply with the terms of the lease, my staff and I made the necessary arrangements for him to come back on property after hoursMrR [redacted] claimed this was for the purpose of retrieving items he was not able to collect while police were on propertyWhen MrR [redacted] was informed that his request to come back on property was approved, he was reminded that the terms of lease are strictly enforcedHe was also reminded that if the loitering continues, it will result in either the police being contacted again, and/or termination of the lease This was the evening of 6/21/16; I have not spoken with MrR [redacted] on 6/10/or any other dateOur only concern with this account was the inability of the persons who accessed the unit to abide by the terms of the lease This would be the concern of any account, as all tenants are expected to comply with our termsThese terms are determined by the organization to protect the company, its employees and its tenants The last payment on this account made on 6/17/covered rent until 7/5/Access continued on this unit until 7/5/16, space was found empty and without a lock on 7/6/The move out was effective on 7/6/16, so there is no refund dueThe company does not find that MrR [redacted] ’s statements are based in fact, therefore the company will not be granting MrR [redacted] ’s requestsSincerely, [redacted] Regional Manager Stor’em Self Storage
To Whom It May Concern: My name is *** *** and I am the Regional Manager with Stor’em Self StorageI am writing today in response to complaint ID number ***This complaint is regarding the account for Miss *** ***, with whom we have
a signed lease on file for rental of a 5Xinterior unit for the period of 8/1/2015-10/31/This unit is located in one of our buildings that remains locked unless a tenant or authorized access has signed out a keyInterior buildings are included on our property inspections, to check for signs of damage, trash etcOn October 31, 2015, Miss *** completed an incident report stating that she had items missing from her unit. A police report was filed, and we were given the case numberDetective *** *** was assigned to the caseSecurity is of the utmost importance to us, so once we received the incident report we investigated this matter immediatelyVideo, gate activity, sign out sheets and property inspection reports were reviewed and all information pertaining to this incident was forwarded to the police department I was in contact with Miss *** on and off for about a month after the incident, to keep her informed of my contact with Detective ***In review of my email records, including junk mail, I have not received a message from Miss *** since November of last yearIn our correspondence my cell phone number was included, so if Miss *** has further questions she is welcome to contact me at this numberThat number is 858-740-In regards to Miss *** statement regarding security and staff, the company takes several measures to prevent theft at our propertiesOne of the many steps we take is that all Stor’em Self Storage employees are required to pass a full background check. There are no exceptionsAs part of our lease agreement that Miss *** signed, it states that all personal property stored within or upon the storage space by Occupant shall be at Occupant's sole risk. Owner and Owner's agents and employees shall not be liable for any loss of or damage to any personal property in the storage space or at the self storage facility arising from any cause whatsoever including, but not limited to, burglary, mysterious disappearance, fire, water damage, mold, rodents, Acts of God, the active or passive acts or omissions or negligence of the Owner, Owner's agents or employeesAlthough we have a fully executed lease with Miss *** on file and we have fully cooperated with the police department’s investigation, we sympathize with Miss ***As an effort to resolve the matter, not as an admission of liability or responsibility, we will be happy to refund what Miss *** paid on this accountTo summarize, there were three payments made, in the amount of $Unless we receive a different address by 7/26/16, we will issue a check to the address ** *** *** ** *** *** *** ** *** Sincerely, *** *** Regional Manager Stor’em Self Storage
I understand the frustration that the tenant must feelHaving one's space broken into and belongings rifled through is incredibly violatingWe take these violations very seriously as it is a reflection on our businessWe did have a string of break-ins which when discovered were immediately
communicated to the tenants that were affectedSince the belongings are not ours and the tenants stores at their own risk, the tenant must file a complaint with local law enforcement or they will not actThat being said we also made formal complaints to the authorities and have been in contact with them regularlyDuring this process we worked with the local authorities and reviewed hours of video and were able to identify a suspectSince the investigation is ongoing we cannot comment on who exactly this person is, but we recommend calling the contact that was handling the case.
I apologize if the tenant feels that we are not working hard trying to solve this problem, but this has been our number one priority since its discoveryPlease let me know if there is anything else I can provideThank you