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4 months ago
I was a customer of BRI Storage for approximately 14 years. For most of that time, I had a positive experience and never had any significant issues. When I was located at the Old Goff Mountain Road facility, things were handled professionally, and if there was ever a payment issue, Jim would simply process the payment manually since he had my card on file and knew I was a long-term customer who always paid. The problems started after BRI changed its payment system. Their online portal repeatedly had issues processing my payments. I was told I wasn't the only customer experiencing problems with the new system. Despite those issues, I always had the money available and every payment was ultimately made. For years, Jim had simply processed payments manually when the system failed, but that flexibility seemed to disappear. After more than 10 years at the Goff Mountain Road location, I transferred to the Washington Street facility. Because my previous experience had been positive, I trusted that my belongings would be safe there. Shortly after moving into the new unit, I relocated out of state and relied on BRI to securely store my property. When I finally returned to empty the unit, I was shocked by what I found. There was extensive water damage throughout the unit, evidence of what appeared to be a significant rodent infestation, dead mice, droppings throughout the space, and damage to many of my belongings. Nearly everything I had stored was ruined and had to be discarded. What makes the situation even more frustrating is that photographs from when I moved in compared to when I moved out appear to show that the roof had been replaced at some point during my tenancy, suggesting there may have been water intrusion issues. I was never notified of any problems that could have affected my property. After 14 years as a customer, I was unexpectedly told I needed to vacate the unit and was never given a clear explanation as to why. Combined with the condition of the unit and the damage to my belongings, the entire experience left me disappointed and with more questions than answers. I remained a loyal customer for well over a decade because I trusted BRI Storage. Unfortunately, the final chapter of that relationship was defined by damaged property, communication issues, payment system problems, and a level of customer service that fell far short of what I had experienced during my first decade with the company. read more
13 years ago
