Business ProfileforValley Storage

After phoning and making sure there was 24/7 video surveillance and the staff checked the facility every day for any issues, we moved our belongings into Valley Storage, (V.S.), Akron, Dec 2019. Thankfully, nothing occurred for two years. But in February 2022 we received an email from V.S. asking if we were aware our padlock was broken. This was news to us, so we requested they placed a new lock on the unit at once. Roughly a month later we went to ***** to check on the unit and make a police report. The Police officer said this storage facility is constantly being robbed. Especially in winter months when snow piles up in front of the entrance gates so the gates can't shut. The officer said that the facility never makes an effort to remove the snow and so the gate doesn't close for days at a time. Our unit had been completely ransacked. More than half our belongings were gone, and what was left had been vandalized. The thief ripped through our boxes choosing what to steal. Drawers had been dumped out, & clothes were stolen off their hangers, leaving the hangers behind. While there an employee told us there is video surveillance for the facility, but only certain areas are videotaped. She told us our unit had never been videotaped, even though we were told it was. VS advertises 24/7 video surveillance with signs everywhere as well as on their web page. The signs say video surveillance, no caveats. These unacceptable business practices resulted in our unit not being videotaped and sometimes not completely unprotected due to the freezing of the front gate. The staff at V.S. misled us. And V.S. did not provide sufficient protection for our possessions. Valley Storages false advertising, faulty equipment, and allowing snow banks to remain, thus leaving the front gate open has resulted in an unprotected storage facility where our property was stolen. ************

Our facility has camera's that capture all entry and exit points we have over 1000 units not all unit are shown on video that would be impossible we offer Choice protection to all tenants the most affordable for most is $2000 they have the option to purchase a higher amount, the lease also states that you can't store anything worth more than $5000.00 we took the proper measures with this tenant. We can't control Ohio weather it does effect the gates sometimes but the snow is always plowed and doesn't reach the gates. We are in an industrial parkway and the video remains for weeks pending traffic. We followed all measures for this tenant they have left negative reviews several times in the past year and now again with this. again we followed all measures with this tenant.

I apologize for not responding sooner. First, thank you for your reply, as this situation has been going on for a year, and this was the first time someone has supplied explanations for Valley Storage. Other than, of course, the two district managers that we spoke with that were both confused as they promised wed receive a video of our unit.Unfortunately, the matter of false advertising is still unresolved. On your entrance gate, you have a sign with a video camera in the top left corner with the words 24 HOUR SECURITY. Another sign with a video camera in the top corner that states video equipment in use to aid in the prosecution of crimes committed against this facility.1. If it is impossible as you say for Valley Storage to provide camera coverage for the entire facility, why do the signs displayed on your entrance gate say, video equipment in use to aid in the prosecution of crimes committed against this facility? Valley Storage was unable to aid in the prosecution of the criminal that burglarized our unit against your facility. This statement is not accurate, it is only partially accurate. A straightforward statement would say, some units are covered by video surveillance.2. Youve written that you do have video of the entrances and exits. Were not quite sure what you mean by saying the video remains for weeks pending traffic. We are going to assume you are confirming there would have been video available if this matter was dealt with promptly. The moment we were notified of the burglary we requested Valley Storage to place another lock on the unit. The same day Valley Storage sent a picture showing our unit with a new lock on it. It is possible that, as your employees do not inspect your facility on any regular basis, our unit could have been burglarized days or weeks before we were notified. As a result, a pertinent video would not be available. But if your employees found the break in quickly, then Valley Storage should have been able to provide a video, if not to ** then definitely to the police, to be used for prosecution of criminal activity (as the sign on your entrance gate states).We phoned so many times requesting a copy of your video surveillance that we believe the staff at Valley Storage stopped answering our calls. After a week passed without being able to make contact with a Valley Storage employee, we reached out to a district manager, ***, to request this video. He promised we would receive a copy of the video within a few days. His promise never materialized. We can think of only two reasons why a video from Valley Storage was never provided: Valley Storage staff may have no idea whether video even exists that could be used for prosecution. Being able to provide a video would be dependent upon the units being checked on a routine basis. And as you wrote, the video can last over two weeks, pending traffic, then it seems fair to conclude the units arent checked at least once every two weeks. Our other thought was a video did exist, however, Valley Storage possibly recognized something on the video they prefer to not reveal.Regardless, your signs advertise video surveillance, further stating your video surveillance is used to prosecute criminal activity.In our situation, that statement is completely untrue.Your deceptive advertising remains the reason for generating this complaint. But as you mentioned your gates in connection with snow, stating that "the snow does affect the gate sometimes", it is relevant that you are aware of who disclosed this information to **. Regardless of who controls the weather the ***** police officer who came to Valley Storage to write out our burglary report told ** your gate has frozen in the open position on several occasions during the past few years. The officer also informed ** that the ***** police are called to your facility on a regular basis to take criminal activity reports. We believe the police officer provided ** with accurate information.To summarize, these represent the reasons we absolutely believe you are using deceptive advertising.The two signs on the front entry gate imply Valley Storage is secure as there is video surveillance. But as youve written, you have more than ***** units so it would impossible to provide video coverage for the entire facility.For whatever reason, Valley Storage could not or would not provide ** with the extremely limited video surveillance that they claim to be able to furnish.Any one of these reasons for not properly securing the property entrusted to your care is unacceptable. Potentially, all three situations could occur simultaneously. Is this what led to our unit being burglarized? Well never know for sure as there is no evidence a video exists and Valley Storage stopped responding to our messages.Yes, we have posted negative feedback on many various websites. We feel we were misled and foolish for believing what the Valley Storage person said.