My husband and I rented a storage unit(G144) on November 28th, 2020. In purchasing this unit my husband and I made the decision to purchase a climate-controlled unit for several reasons. The first and most important reason was that my Husband was being deployed with the United States Navy and though we were given an estimated time for his return, we were not certain of a specific date. We also decided to purchase a climate-controlled unit because we would be entrusting most of our possessions; including everything household related - from furniture to mattresses, small appliances, and our other belongings we had to that climate-controlled unit and we wanted to ensure it would be safe and less likely to be affected by the changing inclement weather.
After placing all our belongings in our unit, we were encouraged by the current property manager to purchase the preferred insurance to further insure and protect our belongings in the storage unit (G144). The United States Navy sent my husband on an extended tour and he was not able to return until September 2021. Upon his return, my Husband secured an apartment us and our new 11-month bundle of joy. When he visited the storage facility to retrieve our belongings, to his and eventually my total disbelief, he found that our storage unit (G144) was covered in a mold like substance that severely damaged and ruined over 90 percent of our belongings. My husband, provider and serviceman of this great country realized that he would not be able to salvage any of the items he/we stored in good faith, for our family and home. It was at this time he contacted and communicated with the Representative at the front desk at the facility. The lady next to our storage stated she had experienced the same thing within her unit. She offered no compassion or paths towards a possible resolution. My husband then immediately spoke with the property manager, I would love to say that she offered some sort of solution to our pending hardship, but she did not. Instead, he was presented with a brochure from the REFFERED AND PURCHASED insurance company. Finally, he was offered to have our storage unit exchange for another unit.
My family is currently without any of our possessions, my husband is distraught that because of some sort of malfunction with the climate-controlled storage unit and the rip-off insurance company he cannot provide for our family, and I am at my wits ends not only tending to our baby boy but emotionally supporting my husband. I am tirelessly seeking any sort of resolve for this issue that was beyond our control. Yet to date I have spoken property Manager Mesha and her Manager Michelle all of whom have been unable to offer me any real solution, any empathy and provide any real resolution to our dire concern and complaint. Keep in mind that during our conversations with Michelle I was what would I like for her to do. I requested a full refund on the until that I have paid for over the last ten months. There was obviously some sort of malfunction to the climate-controlled unit that caused the mold. The least that the company could do is refund the storage fee; we were not asking for the value of the items that we placed in their care. But Manager Michelle stated that she would be unable to provide a refund but would be willing to pay a company to haul away our damage belongings. Not only was her response cruel, but it was also condescending to say the least. Finally, to add further insult to injury, I received an email from an insurance representative informing us that our PAID coverage would only cover $250.00 due to mold being the cause of damage.
The storage facility unit, their management team and the purchased insurance all failed me and my family. The idea that a citizen of this great country would ensure their possessions and the possessions of their growing family to a storage company for safe keeping, to come back to mold, poor customer service, $250 and no other resolution is despicable and plain sad. I am humbly telling our story in not only an effort to bring these actions (or lack thereof) to light, but to find some sort of resolution. We paid the requested storage facility rent. We did not cause the mold. We properly escalated our complaint. We were met with: it happened to me, we'll remove your molded items, we won't refund you, we can only pay $250 on your $5000.00 coverage.
Thank you for your time. read more
