ComplaintsforFort Knox Columbia Self Storage, LLC

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Sometime after January 1 my motorcycle trailer was hit and damaged while in storage that the Fort Knox Self Storage facility. Over the weekend of April *******, my husband and I stopped by Fort Knox to retrieve an item from our trailer. It was at this point we found that our trailer had been hit and damaged. When I went to report or ask why Fort Knox staff failed to inform me about the damage, I was rudely told to stop speaking to the guy at the front desk and that he would get the manager. Fine. I may have been loud, but I simply asked WHY I WAS NOT INFORMED THAT SOMEONE HAD HIT MY PROPERTY". I was not rude or offensive. It was a question. He then called to have the manager return to the office. I was told that she was the NEW manager and that she would file a complaint with the corporation. It is now May 6th and I have yet to hear from the corporate. So, I contacted the manager again who then proceeded to LIE to me about speaking with my husband. At this point, the facility has refused to accept responsibility for the damage, has lied when asked about cameras, refused to have Corp contact me and continues to be unresponsive about the damage.

  Business response

  06/08/2022

  Business Response /* (1000, 14, 2022/06/08) */ ***Document Attached*** June 8, 2022 Re: BBB Case#: ******** Ms. Sanchez, Thank you for bringing this report to our attention. Below you will find points of reference that outline our understanding of the situation: 4/23/22: Ms. ****** (Tenant) visited the property, noticed trailer was "hit and damaged" Internal reporting states Tenant indicated trailer was "not in the same position" Photographs depict trailer pushed out of place, but aforementioned damage is not clear Tenant requested camera footage; unfortunately, there are no security cameras in this area 4/25/22: corporate staff reminded Tenant's husband of Lease, pertaining to liability/insurance Tenant communicated we are "ultimately responsible," which is counter to the Lease (attached) Tenant required to have insurance for damages, which is the case (GEICO policy# **********) 5/7/22: Tenant was emailed a copy of their signed Lease, reminding of liability/insurance Given the above points, we feel that the Case Description submitted is misleading and does not accurately represent our level of professionalism and commitment to servicing the public; the Lease agreement specifically dictates the Operator-Tenant relationship, of which, we are fully committed to upholding. We respectfully request that this Case be removed from our record as we bare no fault or responsibility, as agreed to by both parties on 9/29/2008. Please do not hesitate to contact me if you have any questions. Sincerely, ******************Operations Manager Self Storage Services, Inc. *************** Consumer Response /* (3000, 16, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business NEVER emails a copy of the lease, they have cameras in the area they have disconnected them in recent months. They refuse to provide details on WHO did the damage, which they are required by law to provide. They were informed by my husband that any issues related to the trailer needed to be direct to me. They never contacted me nor reported it to the corporation. They have lied in every statement made in the reply. The business recently changed management and has cut services previously provided like CAMERAS, SECURITY, and proper management. MY insurance company is going after them for the damages to my trailer. I can provide photos - the leveling feet were bent beyond repair; the fender was bent but was fixable.

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