Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently rent 2 small storage units at Lighthouse Storage. I went to rent another larger unit on Sat. Jan 14th 2023 AM. There was a unit available, but there was a golf cart inside it and it was not cleaned. The manager prepared the contract, I paid and then I went to buy a lock for the unit. Manager was busy after I returned a few hours later, so I gave her my lock with the key and told her no hurry I can come back Sun and start moving my things in. She agreed and said she would leave the key to my lock inside the unit.Sunday I returned and loaded my car with items from my other unit and went to the new unit, removed my lock and tried to open the door. Unit was locked from the inside and the door would not open. Took my lock with me and left, Monday was MLK day so they were closed, returned Tue Jan 17th and went with the manager to the unit and showed her that the unit was locked from the inside and I could not get in. She said there is a old lock system on the units that was locked and went to get keys, I tried many keys and she was busy and complaining and said she had a box of old keys and she would try to get to it later, so I left again, and asked her to call me when she got it open. Wed Jan 18th I called, another lady answered and I explained I was locked out of my unit and she went to look and confirmed the unit was locked from the inside and that I did not have my lock on the unit. She said she would file a work order to have it fixed, I called left a message and sent a E-mail the next couple of days and did not hear back, so dropped by on Fri Jan 20th. Still have my car loaded w all the items from Sunday !!!Manager told me she had been sick and unit was still locked and the work order may take up to six months with this company, if I wanted to get into the unit to get a drill and bit and drill out the cylinder, that she has done it before because this has been a recurring problem w the old lock system but she did'nt have time to do it. I suggested that she could call a locksmith and she said they do not have a locksmith.She showed me many of the doors had various holes in them and some had cylinders drilled out ! I could'nt believe it, told her I normally do not carry a drill and bit with me, but would ask the neighboring unit rental guy to help me as I had met him before from renting there. Met with him there on Sat Jan 21st , he informed me he had spoke with the manager that AM and he confirmed I had been locked out and we proceeded to drill the cylinder and to my surprise the door opened. I informed the manager that we had gotten the door open and we had removed the old lock parts inside the door so that could not happen to anyone else in the future.It had been a week that I had been locked out of the unit that I paid for, and asked the manager to please change the dates and refund me or give a credit for the week Jan *****st that I did not use the unit. She refused !