In response to your response - I am not flexing my Yelp muscles. You called the following week after I alerted you to the problem on that Saturday afternoon well before closing time. I personally spoke to you and I even saw you unlock a unit close to mine, leave the property and come back. You chose to not have any concern and walk over at any time before you closed the office at 5 pm. You made no effort and had no urgency to even assess the filth. Your 'maintenance guy' said we have rat poison traps out there what else do you want us to do - Put more rat poison out? You asked what unit and mentioned it was a 2nd floor unit to your maintenance guy and again informed me that "you store at your own risk." You take this same attitude with another customer if you read the reviews further. Your team's MO is "it's not my problem." That sums up the action you took. If you were at all concerned with this situation you would not have waited until the following week to address it. Only after I put you on blast on Yelp do you act concerned. What am I going to do with the voicemail? Were you going to offer me a refund for storage, moving, cleaning or damaged goods? Maybe you were going to offer me a discount to continue to store there and pay you more money so I can get more rodent droppings into my remaining items. I highly doubt that you would offer anything to make it right from your lack of response the first time. You dropped the ball, just admit it.
Also, rodents can chew through cloth, cardboard, thin plastic, etc. They decided not to chew through my Rubbermaid totes, well because the plastic is a little thicker than the thin plastic I used to wrap a memory foam mattress and store in a cardboard box which had "pinky" sized holes in the corners of the box...similar to the "pinky" sized holes you mentioned they use to get into the units. They also chewed through the leather portions of the headboard and footboard of the frame of the bed. I've seen rodents chew through drywall in a building.With that being said don't try to call out that the damage I am making you aware of as being "curious" to infer that I'm being untruthful. I donated and threw out all the rest of the stuff that the Goodwill wouldn't accept. I did all this when I felt inclined to just leave the items there and treat your storage facility as the dump. Instead I figured out what was salvageable by the Goodwill's standards and dumped the rest because I'm a responsible person. For what reason do I have to lie about that for? You obviously have a rodent problem and said insurance doesn't cover it, and we don't protect you against it. Don't try and call out my ethics in your response to discredit my review. Maybe you should hire the Pied Piper. The entire city of Petaluma is overrun by vermin! Get out while you can before pestilence and plague break out! Maybe you should use a diamond certified pest control Co. and have them continuously and physically come out to treat the problem with a real plan of action and not just call them over the phone. You are cutting corners and costs, hence the reason why the rodents are still prevalent. Blaming it as a citywide problem is a scapegoat.
Also, I was present to sign the storage papers, but didn't feel it was necessary for both of us to sign being that I was actually uprooting my previous storage situation prior to renting a unit here as a solution to combine our storage needs as a couple. Over time as we minimized our storage needs and unit size, I became responsible for the unit financially since it became mostly my stuff. The email that you send the bills to was actually my email and I paid the bills even while I was living abroad for 2 years. Also a moot point, just more noise to try and deflect.
This specific interaction between us on Saturday forced me to decide to not just pull everything out and discard the damaged furniture and items and sweep the unit, but also to put into motion to store my remaining undamaged furniture and containers elsewhere. You provide a service and you personally failed in the customer service department. Maybe you had other priorities that day, maybe you were having a bad day, but not dealing with it immediately while I brought it to your attention or shortly thereafter in person just doesn't cut it in a service oriented business for me because well why do I pay money for this when I could just easily have it ruined by leaving it outside exposed to the elements. Either way it defeats the purpose of storage when those same items are going to get ruined anyways. I got your attention well after the fact, but that was a day late and a dollar short so to speak. This specific reason is why I think Yelp was originally put into place for instances of poor customer service or product quality. Not for the people inundating the platform complaining about having to wait 20-25 minutes for a table on a busy weekend at a popular restaurant. read more
