ComplaintsforMetro Self Storage LLC

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When i rented my storage unit, with ******, because I did not have a copy of my personal property insurance declaration page with me that day. I was told to sign that I would take the insurance with metro self storage and when aI brought in my proof of personal insurance (declaration page) that the metro self storage insurance would be removed and I would not be charged for their insurance. I brought in my personal property insurance declaration page a week following my first rental date in 2022 and gave it to ****** who at that time had me sign a new document removing/declining metro self storage insurance. Somehow, no one can find those documents. I have submitted the documention again to their local office declining their insurance again and again provided proof of my personal insurance declaration page again, yet im still being charged for their insurance fees which is erroneous and dishonest. I have called practically ever month asking to have the metro insurance fees removed and credited back. They have not yet done so, although Ive spoken to 4 different representatives at my local metro self storage office (****************************************** and now *****). ***** states that she was able to finally get the future $12.00 a month insurance fee removed but but I still see that im going to be charged for it in February ****, she is also stating that they cannot remove the past insurance charges and now im being charged an additional $31.00 late fee although ***** told me recently that she would let me know when the recent (January ****) $12. insurance fee was removed in order to pay my bill for January ****. I would like all the insurance charges reversed as I have been asking from the very beginning and now the recent $31.00 late charge. This company is not honest or credible because they have several complaints for charging customers extra money for their insurance and other fees. Ive attached recent texts with ***** and billing & proof of insurance documents

  Business response

  02/06/2024

  Our District Manager contacted Ms. ********* to discuss her complaint, and also completed a thorough review of her account. Although we don't completely agree with all aspects of the complaint, we took the following actions to address her concerns and rectify the issue:

  Waived the late fee, credited January and ******************* and made sure moving forward there was no insurance on the account.

  Since she inquired about the insurance back in August, provided an additional 4 months credit (Aug, Sept, Oct, Nov).

  Credited her an additional $52 for the inconvenience of dealing with the situation.

  She seemed satisfied with these actions.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I ***************************** upon arrival on-site on November 3, 2022, viewing my storage unit 467, my items damaged by mold, wetness, mice vermin excrement. I went into the office to terminate my tenancy for that unit immediately. Metro Self Storage completely blew off my order, never had the manager ***** contact me, ignored my phone calls thereafter and continued to harass me for payment on my 467 unit I closed. They are billing me, for rent,late fees, denying me my insurance I paid fir on thar unit, as well as locking me out of the premises to gain access to my two other units 72&113 that are paid in full. I've had 3 units total there fir 15 years and never have been late. My treasured family items are destroyed and they neglected to do their job, 1- canceling my unit 467, denying acknowledgement at all about all of the above. Refusal to pay me my insurance coverage fir my loss. And now locking me out of my other two units paid in full , that since I'm disabled I need to attain help in getting my ruined belonging life belongings from those two units. They also had the nerve to increase my rent on units 72& 113 I ve had there for 15 years. A total loss and a hazmat situation due to vermin rodent infestation. Metro is holding my paid for belongings denying me& my help access to my paid & insured items. I've paid well ****** a month for three Storage units at Metro for 15 years. They offered no help, guidance refusal to do their job upon my request. Treating me like trash as I have been a valuable customer fir 15 years. I expect a full investigation and **** needs to be made aware as this is a now health issue. Metro needs to stop stealing my money I'm disabled on fixed income and homeless. Immediate access to my belongings that are paid for, they need to give me my measly insurance coverage payout ( I paid for) and they need to get a hazmat team fir me since I'm disabled. They are the worst business I've ever dealt with. I will contact OSHA, AND the office of attorney *****

  Business response

  02/27/2023

  We understand Ms. ******** situation and frustration. We did communicate with her and did provide some accommodations. However there are aspects of this complaint that are governed by the terms of the lease agreement and rental insurance. First, the storage insurance is NOT through Metro Storage,nor administrated by Metro Storage. We cannot and do not determine if a claim is paid or not. This is between ****************** and her insurance company. Secondly, ****************** left a significant amount of belongings in her unit when she vacated it. Our lease terms specifically state that all items must be removed. This was the cause of much of the issue; as long as the unit still has items in it, it is not considered vacated, and the tenant is still responsible for the rent. Eventually we worked through this. We had her unit emptied and cleaned and accommodated the remaining rent.

  Customer response

  02/27/2023

   
  Complaint: 19348002
  
  I am rejecting this response because:Metro Self did not close my unit 467 on November 3, 2022 and continue to charge me rent with added late fees totalling ********. Metro Self Storage canceled my insurance thar I have thru them, it's not my private insurance. They canceled my insurance on my unit and continued calling me, sending me mail and locking denying my access to my two other units that are paid in full( #**&#***). And not only are they denying my access but they raised my rent on these two units. As far as unit 467 I sent a cleanout person there to empty my unit on November 5, 2022and he was denied access. So they have poor business practices they totally disregarded my instructions from day 1 November 3, 2022. They know exactly what they're doing stealing my belongings,  they are shaking me down continued to bill me fir a unit they neglected deliberately to close. All of my belongings are ruined, I'm devastated they need to constitute my insurance coverage I pay with my monthly bill through them Metro Self Storage.  They lie, and are taking advantage of me because I'm disabled. I ve paid them ****** and more per month fir the last 15 years . I demand action , I will call Action News6. They need to pay me what I paid for my damaged items in all 3 units for the last 15 years and that doesn't cover not a,bit of the tens of thousands of dollars worth of my life belongings in those units. Metro Self Storage needs to be professional if they want to run a business with people's life belongings and take accountability.  They need to pay me restitution for my damaged items, items that are missing from my other unit ( mink coat). And not bill me for my two units I have there and intend to close out. They need to be investigated, fined and charges filed I was robbed yes I have items that are missing. And my locks were to easy to open ( they were lubricated) . I'm just sick over this the loss damage the harassment and threatening locking me out keeping me from my belongings that are paid for that I need to sort thru with professionals mover/cleanout company and that's another expense fir me who is sick. Why are they lieing about the insurance coverage they provide and that I pay for monthly. They have serious deceptive business practices there with their employees at Metro Self Storage *************************************************************************. Please help me , we cannot allow this them to get away with such deception.  Thank you ***************************;
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Every single item of everything I own was stored in the storage unit when I went to go get everything, everything was infested with mouse c*** my boxes were chewed every item that belong to me was soiled in f**** the manager did nothing for me the insurance would not do anything for me and now come to find out they have a history of mice and other people have complained and by law theyre supposed to let me know if anything happens there whether it be in my unit or not and they did not. They refuse to reimburse me in anyway. They refused to cover any other damages. I will be meeting with my attorney and filing a lawsuit as they do not do what they say they are going to do there are no traps on their property at all I have pictures of every single inch of *********** location and not one trap is visible.

  Customer response

  10/28/2022

   
  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,
  
  *************************************

*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. ↩