Complaints

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

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  West Coast Self-Storage DuPont

  1585 McNeil St DuPont, WA 98327-9608

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  West Coast Self-Storage DuPont

  808 134th St SW Ste 211 Everett, WA 98204-2300

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:07/03/2025

  Type:Customer Service 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.

  On April 18, 2025, I discovered that my storage unit at West Coast Self Storage in Dupont, ** had been broken into. I immediately filed a police report with the Dupont ***************** and began working with the on-site manager, *****, to investigate the situation. Despite multiple follow-ups over the course of several months, I have been repeatedly told that there is no surveillance footage of the theft or vandalism of my unit.This raises serious concerns about the facilitys security measures and their ability to monitor and protect customer property. Ive also learned that similar incidents have occurred at this same location, suggesting an ongoing pattern of break-ins and a failure to implement effective security ************ make matters worse, a staff member named ***** suggested that either myself or my wife may have willingly given our keys to someone else. This implication was completely false and extremely inappropriate, especially considering we are the victims in this situation.When I attempted to escalate the matter, I spoke with the district manager, ******. Rather than providing support or taking accountability, she was dismissive and unprofessional. When I expressed frustration about the lack of surveillance footage and the handling of the incident, her only response was, We can get your move-out date scheduled today. This response was not only unhelpful but also disrespectful and insensitive to the seriousness of the situation.I am filing this formal complaint to express my deep dissatisfaction with how this has been handled. I am seeking:A full and transparent investigation into the break-in and damage to my storage unitAccountability from the staff and management involvedA clear explanation for the failure to provide any surveillance footageIdentification and prosecution of the perpetrator(s) responsible for this theft and vandalism.

  Business Response

  Date: 07/16/2025

  Dear BBB & To Whom It Concerns,

  Thank you for bringing Mr. ***** ******* concerns to our attention. At West Coast Self-Storage DuPont, we are deeply sorry for the distress caused by the reported theft or vandalism of items from his storage unit. We take such incidents seriously and strive to support our customers to the best of our ability.

  Mr. ****** reported an issue with missing items, with dates varying from the beginning of February to April 2025, initially mentioning only a green bike and later expanding to a significant loss. Our team has dedicated countless hours to reviewing footage, a challenging task given the volume of data involved, **** to finding a needle in a haystack given the range of the timeline. Despite our thorough efforts, we have been unable to identify any evidence at all of theft or vandalism. We would welcome the opportunity to provide concrete evidence to support Mr. ******* claims, but unfortunately, no such footage exists at this moment in time.

  We requested a police report to assist with the investigation, but to our confusion, no report has been presented as of date, nor has an officer visited the facility in response. Following the incident, we suggested that if Mr. ****** was dissatisfied, he could explore other storage options while we continued our research. He chose to remain with us, continuing to use our services by his own choice. We also offered our premium Storage Defender feature to try at no cost, which would alert both the tenant and the facility to any motion at the unit. Regrettably, this security enhancement was declined by the tenant. We offer these features in hopes to provide peace of mind in these situations.

  We understand how upsetting this must be for the ****** family, and our hearts go out to them. We would like to believe that all parties are here in good faith and have made the best efforts possible in good faith of the situation. Our facility requires insurance to cover rare events like this, and we hope their policy addresses their losses, as this would need to be also a matter for their insurance provider. While we go above and beyond to exceed customer expectations, we cannot generate footage that does not exist, and the financial expectations outlined by the ******* seem unjustified given the choice to continue using our service, the offered security features, and insurance requirement. All tenants are required to have insurance on their unit for these rarest of circumstances in order to store here.

  Moving forward, if the ******* continue using our service, we are committed to exceeding expectations with good faith from all parties. Thank you for your assistance in facilitating a resolution.

  Sincerely,
  West Coast Self-Storage DuPont

   

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23554633
  
  I am rejecting this response because: 

  The implication that I originally reported only a green bike and later expanded my claim is not only false, but frankly insulting. From the outset, I made it clear that multiple items were missing from my unit, including household goods, tools, and other valuables. The green bike was simply one of the more immediately noticeable missing itemsit was never the only one mentioned. To suggest otherwise is a complete mischaracterization of my statements and diminishes the seriousness of the loss Ive experienced.
  
  
  Furthermore, the claim that I am choosing to continue storing my belongings at their facility is inaccurate and assumptive. The only reason my property remains there is because I have not yet secured a new storage facility. I have no desire to continue doing business with West Coast Self-Storage, and I am actively seeking a company that values integrity, accountability, and the safety of its customers property.
  
  
  Whats most disappointing is the facilitys failure to take real responsibility. Despite my repeated concerns and the significant amount of time that has passedfrom February through April 2025there has been no meaningful resolution. Their reliance on a lack of video evidence, the deflection to insurance, and the dismissal of my concerns show a disturbing lack of empathy and professionalism.
  
  
  I remain deeply frustrated, and I continue to stand by my claims. I am requesting fair treatment, not excuses.
  
  
  Thank you for your time and support in helping resolve this issue.
  
  

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