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:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Please review the enclosed letter of evacuation to said business To Whom it May Concern, Please receive this email as official documentation informing you of our decision to vacate your facility. Not that this communication will encourage any intentional actions of improvement, Id still like to express our extreme displeasure with the unkept business grounds and poorly maintained storage space bins. It is shameful and a complete travesty to require hard working citizens to spend their hard-earned money on such meager accommodations. From the lack of temperature control; to the consistently inoperable access points; to the rodent infested building; to the urine saturated perimeter I dont know what factor was the most alarming and infuriating. While it is understood that initiating a business agreement was a personal option...respect, value, and a positive business acumen was clearly not within reason or prioritized. Upon vacating your premises, we couldnt help but notice clear evidence of a rodent infestation as ***** droppings were present in EVERY box and storage tote we had in your lousy establishment. Items have had to be salvaged, cleaned at our own expense. To have paid the monthly fee (and surprise increase) for over a year is unsettling and unfair. Clearly, this is a situation that the BBB of Maryland should be made aware of. Regretfully, ****** and **** ******

  Business Response

  Date: 01/14/2025

  Dear BBB,

  This tenant has been with us from October 24, 2023, to October 5, 2024. During that time, she never informed the team of any issues with her unit or expressed dissatisfaction with our services. The only issue she raised was regarding a keypad not working, which we promptly addressed by providing a credit on both accounts. She opted out of our protection plan, provided her own coverage, and was informed at the start of her rental that any claims would need to go through her insurance company. We also clarified that we are not responsible for any losses incurred while storing here. She signed both the declined coverage form and the lease agreement, which explicitly states that she stores her belongings at her own risk. Throughout her rental period, the tenant did not raise concerns about the unit, property conditions, or our services until her recent email. If she had reported any issues earlier, as she did with the keypad problem, we would have addressed them immediately. We will continue to address issues as they arise to our attention.