Tom Thumb Self Storage

As you describe in your complaint, you felt violated, robbed and heartbroken, I can certainly understand and...

this situation is very unfortunate.  We are a company that tries to work well with all our customers in hopes the experience they have will a good one. 

To my knowledge this is the only complaint with the Revdex.com that has ever been filled on our company since we started in business over 20 years ago.  While doing business all these years we have understood that we cannot make every customer happy, but we still strive to do so. 

It is always tragic when you rent a storage unit and move your contents into it, expecting they will be safe and secure as long as you have the unit and that is not the final outcome.  Let me start by explaining, when you started the process with our company and rented your storage unit, you gave us certain information such as; the name of the person who will be responsible, their address, and phone numbers, who is allowed access into your unit and a secondary contact in case we cannot reach you, as well as their phone number. All these things are needed and important to rent a unit from us at the beginning of your rental cycle.  It is also very important for updates of any new information to be communicated between us.  Our part would be to communicate any rate changes, new phone numbers for our business or gate code changes for your accessibility into our property.  Your part is to inform us with new and current changes you may have along the way as well.  You should inform us as soon as you change your phone number(s), address or people who have access to your storage unit and changes to your secondary contact person.   

Unfortunately, on July 25th when we noticed that your lock was not on your unit and tried to make you aware, making attempts to contact all the phone numbers we had for you, we were unable to reach you.  Your home phone had been disconnected and a person at the business number you listed told us you no longer worked there.  We were however fortunate enough to leave a voice message with the secondary contact person you gave us, but it appears they did not inform you nor did they respond back to us.

On July 30th after attempts to contact you failed and based on our policy; (if unit is found without a lock, it is considered abandoned and we have the right to dispose of the contents).   We did move your contents out and disposed of them.

On Aug 4th you called and an employee did speak with you.  You gave him a new phone number and sometime later I called you. We spoke on the phone and I tried to explain the situation and how we had tried to reach you.  You were understandably very upset and still could not understand why this happened. 

Now I will try and respond to your specific complaint to the Revdex.com.  After reading your complaint, it generally looks like you may have misunderstood some of what I actually told you. We do not move abandoned contents into other storage units before we dispose of them and I did not tell you we do.  I do remember telling you, I did not know where your contents were taken after they are picked up by our garbage disposal company.  You claim, I said you had not paid since May, I do not remember saying that, however our records indicate that you paid your storage fees through July.  You also claimed that you were on time every month; our records show that you were late numerous times, but you only incurred late fees five times; and those were waived out of curtesy to you.  You also said, all I could say is I’m sorry.  I did say to you, I was sorry this unfortunate and avoidable situation had occurred.

*You state in your desired settlement that you want your property back. This is beyond my power and ability to accomplish.  *You also state, you want your payments back for the months the unit was empty.  To my knowledge your unit was not empty until we disposed of it sometime after July 30th.  *You state that your last payment was July 7th; our records show we received your payment on July 3rd.  Your next payment was due on August 1st.  *You finally claim that you are sure we don’t have your property and it would take a lot to replace what has been stolen from you and your family.  You are correct; we do not have your property.   Let me reiterate, your property was disposed of not stolen.

At this point, I truly wish we could have reached you, but it was impossible without good, current, updated contact information.