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:16/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We rented a storage unit from September 2024 to June 2025. Our items were moved in by professional movers and furniture was all wrapped. Upon move out there were mice droppings all over the unit and holes in the 2 sofas and a golf bag. Dead mice were found in the unit and in the sofas. The facility promises that customers are to “Experience elevated storage standards”, but neglects to inform tenants of known mice issues. When speaking with the staff about the issue, they were not surprised by the mice due to a forest that has recently been cut down near the area, which again was never disclosed. If we had known, we would have never used the facility.
  We have been trying to peacefully seek resolution with the regional management, but their offerings are inadequate compared to what has been lost. Paying to store furniture that we had to put in the garbage is devastating. Management first offered us $1,000. While appreciated, it doesn’t come close to our costs. We know full comp is unlikely, we are hoping for reasonable comp to purchase new furniture.
  We countered with the following costs: Sofas were $8,890 after tax; Golf bag min $200; To hire to disinfect all our belongings that came into contact with mice feces would cost a min of $500 - we have 2 young children (ages 3 and 1) to consider when assessing risk of Hantavirus; Unit rental of $342/month for 10 months = $3,420; In total approx. $13,000.
  Management then offered $1,500 and 6 rentals of free storage – still not sufficient nor wanted, we would never want to rent with them again! We countered with $6,000, and they said they are sticking with the last offer. We told them we would be contacting BBB.
  We are hoping that BBB can help us find a better resolution, one that can ensure that we aren’t out of pocket for the purchase of new sofas and a new golf bag, it doesn’t have to be the prices of our previous furniture, but it needs to cover a full cost of two proper sofas and golf bag after tax and delivery.

  Business Response

  Date: 27/06/2025

  Dear Mr. ******,

  Thank you for contacting Apple Self Storage.
  I want to begin by acknowledging the inconvenience the customer has experienced. We understand how important it is to feel confident in the safety of stored belongings, and we regret that this situation has occurred.
  
  While the tenant insurance policy we offer—like those across the storage industry—does not cover damage caused by rodents, we remain committed to maintaining clean, professionally serviced facilities. Despite our best efforts, no storage environment can be guaranteed to be entirely rodent-free.
  
  That said, our priority now is to resolve this matter constructively. To that end, we are increasing our goodwill offer to $2,200, along with a voucher for six months of free storage at any of our Moncton-area facilities. This voucher is fully transferable, should the customer not have an immediate need for it.
  
  We believe this revised offer brings us very close to the amount requested and reflects our commitment to finding a fair and timely resolution. Please let us know how you’d like to proceed.
  
  Warm regards,
  
  ******* *****
  ** **********
  Apple Self Storage
  
  

  Customer Answer

  Date: 02/07/2025

  To the Better Business Bureau and Apple Self Storage:
  
  Thank you for your response. I appreciate Apple Self Storage’s acknowledgment of the rodent infestation incident in Unit 741 and the attempts to resolve this matter. However, I must respectfully decline the final offer of $2,200 plus a storage credit, as it does not come close to covering my actual losses, nor does it address the core issues I’ve raised.
  
  First, I want to restate the facts to ensure complete clarity: I rented Unit 741 at Apple Self Storage – Moncton from September 2024 through June 2025. During that time, my unit became infested with mice, which destroyed two sofas and a golf bag that I had stored, and defecated on many more items, necessitating extensive cleaning. I discovered the damage upon accessing my unit, and I have provided photographs showing the extensively chewed fabric, mouse droppings, and irreparable harm to my belongings. The estimated value of the ruined items is approximately $8,890 (based on their replacement cost). These were not inexpensive “old” items – they were quality pieces of furniture and equipment that I now must replace entirely.
  
  Importantly, throughout my rental, I paid for the optional Tenant Insurance that Apple Self Storage offered. Every month, I paid an extra $20 (in addition to the rental fee) specifically for insurance coverage. I have attached receipts illustrating these insurance payments. I trusted that this insurance would protect my property against precisely the kind of unforeseen damage that occurred. At no point was I warned that a rodent infestation was a serious risk at the facility. Had I been informed of this, frankly, I would have chosen a different storage option. Instead, as a customer, I was led to believe that I was storing my items in a safe, secure, and professionally maintained environment, with an insurance safety net for extra peace of mind.
  
  Second, the compensation offered – even after being raised to $2,200 – unfortunately does not reflect the reality of what happened. I recognize and appreciate that Apple Self Storage increased the offer from the initial $1,000, but $2,200 still amounts to barely one-third of the direct replacement cost of my destroyed items. What is more, the offer entirely ignores the other substantial costs I incurred because I relied on Apple Self Storage’s assurances:
  Storage rent: $3,420 in fees (10 months at $342 per month) paid solely to keep these now-ruined belongings in your facility.
  Tenant-insurance premiums: about $220 in additional premiums that were supposed to protect me from exactly this kind of loss.
  Cleaning Expenses: about $500 to properly clean and disinfect all other pieces of furniture.
  Taking these figures together, along with the fact we also paid professional movers to pack and bring our belongings to Apple, my total out-of-pocket loss is well over $10,000, not the $8,890 replacement value alone. Accepting $2,200 would, therefore, leave me thousands of dollars short and would effectively require me to bear the vast majority of the financial burden for an incident that occurred entirely within Apple Self Storage’s control.
  
  Third, the storage credit being offered as part of the settlement is not of meaningful value to me. While I again acknowledge the gesture, I have lost confidence in storing anything further at this facility (or any other Apple Self Storage location), given what happened. The trauma of finding my property ruined by rodents – and the subsequent realization that it wasn’t covered – has understandably made me reluctant to use a storage unit in the foreseeable future.
  
  Offering me free or discounted future storage does not address my actual financial loss. In fact, it’s an offer that primarily benefits Apple (by keeping me as a customer) rather than making me whole. I hope you can understand that a voucher for more storage is not an adequate remedy in this situation.
  
  Fourth, I want to emphasize that my stance is not an attempt to be difficult or to seek anything beyond fair compensation. I am simply asking for the actual value of what I lost due to this incident. I entered into an agreement with Apple Self Storage, trusting that my property would be stored safely. I also trusted in good faith that the insurance I purchased through Apple would cover me if something went wrong. In hindsight, it appears the insurance had a major exclusion hidden in fine print (for rodent/pest damage) that was never clearly disclosed. Fine print aside, I believe Apple Self Storage, as the service provider, has a responsibility here – either through its insurance partnership or as a matter of customer service – to adequately compensate a customer when the facility’s environment (a mouse infestation) causes severe damage.
  
  To be candid, I feel that Apple Self Storage has not treated this issue with the level of accountability it deserves. Yes, the company has expressed regret and has offered something, but the offers have been relatively small considering the scale of the damage. From my perspective, $8,890 is the amount that would allow me to replace my destroyed sofas and golf bag with items of similar quality. That is what I have lost. Accepting $2,200 would leave me significantly out of pocket and essentially penalized for something I had no hand in. I do not think that is fair or reflective of the high standards that a company like Apple Self Storage presumably holds itself to.
  
  Lastly, I want to remain open and constructive in this process. My goal is not to escalate this conflict, but simply to resolve it fairly. I am still willing to negotiate and find a middle ground if Apple Self Storage cannot meet the full $8,890. However, the current offer is too low for the reasons I’ve outlined. I genuinely hope Apple Self Storage will reconsider its position. I value the communication we’ve had so far and I’m optimistic we can reach a solution that we both find reasonable. I hope a resolution is within reach if the value of my destroyed belongings is properly acknowledged.
  
  Thank you for taking the time and for your understanding. I look forward to your response and a positive resolution to this complaint.
  
  Sincerely,
  
  ***** *****r (Customer of Apple Self Storage Unit 741)
  
  

  Business Response

  Date: 10/07/2025

  Dear Mr. Mabood,
  

  I am writing in response to the recent complaint. First and foremost, we want to acknowledge the customer's concerns and express our commitment to addressing them with the seriousness they deserve.
  

  Apple Storage remains firm on our offer of $2,200. According to the rental agreement, customers store their belongings at their own risk. While we take comprehensive measures to maintain clean and rodent-free facilities, it is important to understand that absolute guarantees cannot be provided.
  
  We genuinely do not want to see our valued customers in a difficult situation. Therefore, as a gesture of goodwill, we are offering this amount to assist with the cleaning and replacement of any affected items. We believe this offer is a fair and reasonable resolution.
  
  Thank you for your understanding and cooperation.
  Please feel free to reach out if you have any further questions or need additional assistance.

  
  Best regards,
  ******* *****

  Customer Answer

  Date: 22/07/2025

   I am rejecting this response because:
  
  
  To the Better Business Bureau and Apple Self Storage:
  
  Thank you for your latest response. While I appreciate Apple Self Storage’s acknowledgment of the incident, I am disappointed to see that your offer has been reduced to $2,200 with no storage credit, especially after you had previously included six months of free storage.
  
  My losses now exceed $10,000 (replacement of two sofas and a golf bag, professional cleaning, ten months of rent and insurance, and moving fees). Nevertheless, in the interest of reaching a swift and amicable resolution, I am prepared to accept a settlement of $4,252, broken down as follows:
  

  • $2,200 – Apple’s current goodwill offer toward replacement costs.
  • $2,052 – Monetary equivalent of six months’ rent/insurance (I paid $342 × 6).

  This figure still leaves me personally absorbing thousands of dollars in losses, but it would allow me to move on.
  
  If Apple Self Storage is willing to meet this compromise, I will consider the matter closed and will refrain from pursuing additional remedies. If Apple Storage cannot meet me here, I will have no choice but to explore further options, including New Brunswick Small Claims Court, a formal insurance-coverage complaint with the General Insurance OmbudService, and submitting a consumer-protection complaint to t** ********* *** ******** ******** ********** ** *** *********.
  
  Sincerely,
  Casey Pender
  

  Business Response

  Date: 28/07/2025

  Dear Casey,

  Hope all is well.
  My apologies for the late reply. I was away on holidays.
  
  Unfortunately, we do not refund storage fees for time used. If there were any prepaid terms; we'll happily refund those back to you.
  That said and in order to get this resolved without further delays; we're willing to increase the amount of goodwill gesture to $3,000; if you're good with this, please provide us updated address and we'll have the funds couriered to you as soon as possible.

  Once again, we sincerely apologize for the inconvenience and grief this incident has caused you and your family.
  
  Thank you
  
  ******* *****
  ** **********
  Apple Self Storage

  Customer Answer

  Date: 01/08/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23467768, and find that this resolution is satisfactory to me.
  

  Please have Apple Storage send the $3,000 check to:

  ***** ******
  ** ********* ****
  ********** **
  *** ***