Complaints

• Initial Complaint

  17/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello my name is ******* ******* and I started renting a storage unit h22 at access storage on 56 bongard avenue Ottawa just over a month ago. Six days after I rented the unit and moved all my belongings in, I was informed it had been broken into. There are 2 glass doors on either end of the hallway where my unit and seven others are and all eight units had been broken into. A very upsetting situation to begin with and when I had spoken to the team about some kind of compensation(a month of storage for free at least) I was informed that it was not their fault this had happened. As a customer paying for a service that has not adequately been provided, the situation is unjust. I am not sure what I hope to gain if anything from writing this, but I think this information should get out and at the very least increase security. This company is providing a service that involves the storing of peoples valuables and the doors on their hallways are not even secure.

  Business response

  07/06/2023

  Hello, Thank you for the email.  We had an unfortunate event occur at Access Storage located at 56 Bongard Ave, Ottawa.   We took the break-in occurrence very seriously, and immediately took action to added additional security; such as  contracted overnight security and filed police report. We have also ordered additional security motion censored monitoring alarm systems to be installed on the site grounds, in conjunction with the current security cameras already on site. The site if fully fenced and gated. Access code is required to enter.  It was to our disbelief that after reaching out reaching out to a neighboring competitor business to advise of the break-in, they confirmed they too had the same unfortunate event occur.  We worked together with Ottawa Police and private security to catch the thief. Last week the Ottawa Police Detective assigned to the case, confirmed they apprehended and charge the individual who broke in.  We are deeply sadden that we as a community we have to face such crime in our city.

  April 24, 2023, Ms ******* spoke with the ******** ******* stating no items were stollen, however she would further confirm with us. No response has been noted since.  Ms. ******* did received 5 days at no cost during her move out.  Ms. ******* only requested that we should change our hallway doors.  We did advise Ms. ******* we had overnight security patrolling and filed the incident with the police. 

  April 24, 2023 Ms ******* spoke to the ******** *******, and did not request any monetary compensation nor was there any claim of lost items filed. We assumed this matter was closed. After receiving this concern from the, *** we have further reviewed Ms. *******'s account, and believe there was a call placed to our reservation center from Ms. ******* on May 15, 2023 asking for compensation due to the break in. The team misunderstood, and thought Ms ******* was calling about an insurance claim, which they do not handle.  We are happy to further review Ms. *******'s request and provide a customer service gesture in the amount reflecting the last paid cycle of rent.  

  Please let us know how to proceed.

  ***** ******** * ************ * **************************

*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. ↩