Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  First I requested to rent a storage unit for 3mo because November 1 I had to move out by that date.. but they stated it was only for 2mo Then about 2 weeks after I started to put boxes inside only to find that the unit had a leak, destroying 2 boxes and items inside.. they stated I should have gotten insurance.. fought with them several times about the leak and they completely utterly refuse to acknowledge there is a leak even with proof of prior leaks(water marks on floor from previous renters boxes and item. Took pictures of our damage as well) therfore wasn't and couldn't place any more items until leak was fixed .... now since I could not use the united for its intended use ... I went past my rental date.

  Customer response

  10/17/2024

  The contract from Riverbend storage 

  Business response

  01/29/2025

  Claim response 
  
  Riverbend Self-Storage<*****************************************************>
  
  
  We regret the damage to Mr. ******* property. He has been our client on 2 occasions. First from 7/19/2021 to 01/31/2022 renting a 10x10 unit on both occasions.
  
   
  
  When he came to the office on 7/26/2024 and rented unit N008 he made a payment of ****** and the receipt attached to his complaint explains how the payment was distributed. It covered the deposit (***** dollars), administrative fee (***** dollars), ***** for the month of July and covered the months of August and September.
  
   
  
  Before he moved the unit was inspected and yes, there was a stain on the floor, something that the previous occupant of the unit may have spilled, some liquid that was what we observed before Mr. ***** rented the unit, a leak was never detected. Also, during the last inspection of the roof we were told that it is in very good condition and no other tenant with units in that building has reported any problems.
  
   
  
  It is worth mentioning that Mr. ****** when he says he observed a leak, did not call us to go and evaluate his complaint in order to correct the source of the leak if necessary. When we rent a unit, we no longer have access to it unless there is an emergency and the tenant himself allows us access to his unit by providing us with a copy of his key, that did not happen. We only received some photos (I attached them in this response) that really did not allow us to establish that such things had been damaged as a result of a leak inside the unit.
  
  He also attached some pictures in his claim that he sent to us but again, it didnt help us to stablish any damage caused by a leak inside the unit.

  Customer response

  01/30/2025

  I am rejecting this response because:   the information is false!

   

  1st it states that there was stains on floor possibly from a spill from previous tenant...   there is no way that a spill would of created the amount of stains where boxes, totes, and metal items sat ...  the pictures show the outline of item to the point it has to be sitting for several days and possibly was leaked on more then once

  2 it states that no other tenants reported any problem in other units... but the other units are not the one in question with a proven leak... 

  It states I observed a leak... at no time did I state that I saw said leak... 

   

  It also states I did not call... but in fact I went inside and talked to a gentleman in which I was instructed to take pictures of the damaged boxes which sat on top of each other and both boxes where damaged...  and I made several attempts to rectify the situation via txt... but they constantly refused 2 acknowledge any problem of a leak..... at no point did the company ask me to go to open the unit at any tine to view the unit to which they have keys...  they stated that I provided pictures that didn't provide them to establish that my items was damage do to a leak... then I ask how did my boxes get wet and what more proof does one need then the watwr damaged boxes and stains on floor from previous tenant 

   

  So the previous tenant water leak had shown where his belongings sat with significant rings of dried water stains

  Plus the 2 damaged boxes that was both wet and destroyed proves that there was a leak... and could not be utilized for its intended purpose... several attempts was made to rectify the leak... with txt.. in which if need I can provide..  to no avail... and I stated I would let it all go if they give my 4 boxes and totes back... (they locked the unit up with a key they have)

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