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:02/01/2023

  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.

  I rented with this business from May 2019 until jan 9 2023 at over $400 a month Anybody can do the math I paid him good money. My issue started on Christmas Eve December ********************************************************************************************** there was no email or no phone call sent out, the codes had been changed just to enter the unit I came back a couple days later and spoke to somebody who mentioned the previous manager had been vacant and disappeared the day before or two of Christmas Eve, and that management had changed, and they change the code. Again nobody notified me I drove from Tacoma The code had an extra three digits added to it, and when I moved out on January 9, 2023 because I bought a home I cleared out the whole unit made it very beautiful. They charged me payment up until that day even though I mentioned that on Christmas my presents for my family had been held up and that they had not notified me. I am moved out on the ninth and when I came home I have come to realize that a huge number of my belongings had been stolen. Including two turntables about 60 rare records my iPad and my two iPods a bunch of personal items that were important to me for my family and a great number of vintage clothes as well as stereo, equipment and musical equipment.and found out the lock was different and I know this because I had marked it to begin with So whoever clips the original Lock, which was generic in nature, made it obvious because they failed to mark the new lock. I have called them every day since January 12 until today, January 31 I have called multiple times every day and have been dodged. Nobody is ever answer my call and then in three incidences actually hung up on me, leading me to believe that I have been blocked I have done nothing in nature to this business however, I would like to see some sort of restitution or accountability. Anybody and I mean anybody looking to store personal items, please dont use this business

  

  Business Response

  Date: 02/13/2023

  Tell To whom it may concern,
  
  In late October we identified ****************** access code was not in compliance with our security requirements. We updated his code to include additional digits as it was too short and was a security risk. We contacted ************** on multiple occasions and also have an email on 10.16.22 outlining this communication. 
  
  There were no records of any force entry or theft occurring to ****************** unit. 
  
  ***************** account went into auction status, requiring us to complete necessary auction steps. All notifications were sent via certified mail, regular mail and many attempts via phone and text were also communicated. This is the reason for a new lock.
  
  We are very sorry if ************** didn't receive our attempts to communicate the changes with the gate code. There is an after hours number posted on our front door so that customers may call us in the event of an after hours situation. We did not receive any calls on this day from ************** as we would have responded. 
  
  We do have a new manager at this location. In review of inbound calls, we do not see any missed calls from ************** however, maybe he attempted to call from a different phone number. 
  
  We are available at any time to discuss this matter and have not blocked *************, we just haven't been successful in reaching him. 
  
  Sincerely, 
  Auburn Way Self Storageus why here...