Complaints

This profile includes complaints for Dymon Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dymon Self Storage

  1830 Walkley Rd Ottawa, ON K1H 8K3

• 

  Dymon Self Storage

  2 – 1830 Walkley Road Ottawa, ON K1H 8K3

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:25/12/2024

  Type:Service or Repair 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Ohaeme for reimbursement for the damaged furniture of $170 and, as a goodwill gesture, a three-month waiver on my storage unit. I would appreciate it if someone from Dymon could contact me regarding my reimbursement claim.

  Business Response

  Date: 02/01/2025

  Hi **** Ohaeme,
  
  I wanted to reach out and apologize for the experience you had at Dymon. We deeply regret any inconvenience this may have caused you.
  
  To ensure that we address your concerns promptly, I requested ****** *********, our Manager at Dymon Transportation & Logistics, to contact you and work towards finding a satisfactory resolution. ****** has informed me that he was able to resolve the situation and provide you with an outcome that meets your expectations.
  
  Thank you for your patience and understanding. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out.
  
  Thank you,
  
  *** *****
  Senior Vice President
  
  Dymon Group
  ******************************************
  Cell ************
  Email *********************************************************
  

• Initial Complaint

  Date:26/07/2023

  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.

  
  
  Complaint: 20379865
  
  
  
  I am rejecting this response because: My new credit card information was given in ****h and the incorrect one was processed in Apr, May, June AND July... All of which the correct card was processed after multiple attempts made to my old card failed. Finally in July, they couldn't figure anything out and needed to contact me stating that my payment method failed. NO IT DIDNT! YOUR EMPLOYEES DID! Every last one of them that processed my old card since *****!

  You response states that since the old card was FINALLY removed in JULY - despite my new information being given in *****... that I should be satisfied? Your company HARRASSED me! Finally removing the card in July doesn't fix anything. The card should have been removed in ***** when the new information was given! No wonder **** thinks this behavior is ok. IT IS NOT! This could have affected my credit score and impact other areas of my life. HOW DARE YOU!!!!!!

  DO BETTER!!!!

  
  Sincerely,
  
  
  
  ***** *******

  AGAIN requested the dates processed. After another few rounds of back and forth, **** ********** FINALLY sent me the dates. They had processed the wrong card monthly - multiple times each month - and that was why my payment date kept changing.
  
  Their customer service at the management level is BEYOND disgusting. They could have caused my credit to be affected had they not processed the right card before the end of the month. Then they accused ME of not having my finances organized. I ASSURE YOU ****... My credit score is almost DEFINITELY better than yours.
  
  They claim that they tried to contact me via telephone, but I never received any correspondence - written or call. This was the first time that I was even notified that my payment hadn't gone though despite them processing the wrong (canceled) card for months. To be accused when it was their mistake is absolute ridiculous and then to not even receive an apology once it was determined that it was their fault? SHAME ON YOU!!!!

  Business Response

  Date: 29/07/2023

  ***** *******
  ********* ** ****** ******
  
  I apologize on behalf of
  Dymon for the experience you had with one of associates. I have read all of the correspondence of your
  complaint and reviewed the incident in detail with the Dymon employee.
  
  It appears your credit card
  on file had expired and a new card was not provided to correctly process the
  payment. We attempted to process the payment on the credit card on file 8 times
  and the card was declined.  
  
  We have updated your credit
  card on file as per your instruction. This will resolve the payment going
  forward and should result in successful transaction.
  
  I believe this situation has
  been resolved and no further action is required.
  
  Please call me if you would
  like to discuss further.
  
  Kind Regards,
  
  *** ***** 

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair 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.

  DYMON STORAGE HAS ALLEGEDLY SOLD MY ITEMS IN A STORAGE AUCTION WHEN MY ACCOUNT WAS FULLY PAID - CRIMINAL OR GROSS NEGLIGENCE? ***BEWARE*** On May 29th 2023, I discovered my belongings were missing from my storage locker at 323 Coventry Rd. It was the almost the entire contents of my apartment minus furniture. My account was fully paid. I discovered four of my items a few days later being sold by a woman on ******** who refuses to give them back or seek reimbursement from Dymon as she allegedly bought them in a storage auction May 28th. The Ontario Police has seen this Dymon storage locker receipt. This is the SAME DAY I informed Dymon in writing, I would likely come to collect my belongings. Since discovering my items were missing May 29th, Dymon Storage allegedly still doesn't know what's going on and and has NOT provided the security footage to the police. They have ignored my requests for their third party insurance information also. Their ******** *******, ******** ********, said she still didn't know what was going on, two weeks after the items were discovered missing.

  Business Response

  Date: 26/06/2023

  Good morning,

  I have connected with **** ***** and am currently working on her complaint. 

  I am confident that we will come to a resolution.

  Thank you,

  ***

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am rejecting this response because while I was contacted by Dymon representative, there was no plan or resolution that was presented to me.

  I was asked to now communicate with Dymon's insurance directly. This is a problem for two reasons. First of all, from the onset of the incident I have asked to be involved in insurance conversations and walkthroughs. I was specifically rejected on this request indicating that Dymon will handle all insurance interactions and customers were not permitted. Therefore, this is either a way to further delay the settlement or the original statement was a blunt lie by Dymon to their customers. Second of all, I have indicated to Dymon several times that my contract is not with their insurance. Dymon presents on their website that all contents are covered by their free insurance for up to $25,000. Therefore, I find this request highly irrelevant - while I understand that Dymon wants to recover part of the losses, I believe they should be doing this on their own while executing on their promise to their customers. Further, as I have stated to the Dymon manager who spoke to me - some items that were damaged in the incident were damaged by water and some were damaged by careless of the employees who opened my locker without my authorization in the first place. I have not seen any proposal on the latter part and it is clear that those items would not be covered by insurance. While I am happy to cooperate with their insurance, I am not sure how this is helpful and why I wasn't allowed to do so in the first place. 

  As indicated several times before, Dymon has entered into a contract with me where I have diligently paid my fees monthly. Part of the contract is providing the content insurance for up to $25,000. Dymon is in breach of contract as they have clearly not provided 24/76 monitoring services in the facility considering a person was able to live there and started a fire. Therefore, Dymon needs to execute on their contract and provide a settlement. Phone calls that lead to nothing are not a resolution. It has been 10 months and it is more than an appropriate time frame to settle.

   

  
  Sincerely,
  
  ********* ********
  
  

  Each item was inspected by 3 of them and noted on the list to be submitted to insurance. I further noted to Dymon that I was planning to move in May due to a new property closing. I was assured the case would be closed by then. It is now September 2022 and I have not heard anything from Dymon. I have attempted to contact them multiple times and have gotten various promises which did not materialize. I have been forced to replace all broken & damaged items, as Dymon took possession and removed my access to the unit. This event took place due to Dymon's neglect and breach of their 24/7 monitoring policy as the flood occurred due to a tenant living in the unit and using a microwave. Management is ignoring their customers and is not willing to provide any settlement. The replacement value that was provided to Dymon along with backup and pictures was $26.5K. I have fulfilled my obligation and paid my fees monthly. it is time for Dymon to fulfill their obligation and pay the claim in full.

  Business Response

  Date: 30/09/2022

  Good morning,

  We have contacted the guest and are the process of resolving the items she has listed in her complaint.

  Thank you,

  *** *****