ComplaintsforSuperior Storage

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We live in an RV while building our new home. We keep overflow household items (refrig, w/d, seasonal items, etc.) in an outdoor storage unit. We rented from Superior Storage at **** * ******** **, Springdale, AR. Our unit was a 10x10 space and could be rented as one large unit or two 5x10 units. We rented the large unit in 2021 and was advised to put OUR LOCK on one roll-up door and the facility had a lock on the other roll-up door (we had no key to the facility lock). On 12/20/23, we put multiple toolboxes and totes with tools in the unit because we were leaving town for the holidays and didn't want them sitting out by our RV. We returned on 1/10/24, to get the tools and discovered we had been burglarized. The facility lock was gone and inside the unit, totes were opened, items tousled, and all the tools were gone. We immediately notified the facility. Their response was a brochure about the mandatory insurance we had purchased. We asked that they get a lock back on their side of the facility. We returned on 1/11/24, our unit was still unlocked. We then asked for a lock and placed it ourselves. We inquired about video recordings that might show when the unit was burglarized, but never received any information. We made multiple calls to try and reach a manager of the facility, to date, nobody has returned our calls. We filed a claim with the insurance (StorSmart Bader, IPG) and also filed a police report. Both the insurance adjustor and the detective said the facility was uncooperative when trying to get information. The tools and items taken total more than $11,000. The policy coverage was $2,000. The claim was DENIED because there was "no forced entry." The facility lock was removed, therefor no damage to the locking mechanism. It seems to us and the police dept. that there was foul play and possibly someone at the facility is involved. We would like the facility to cover what the policy would have covered with forced entry. We definitely have a loss!

  Business response

  03/12/2024

  In regard to Complaint #********
  R **********
  
  To Whom it May Concern,
  
  Situations involving break-ins and theft are both unfortunate and extremely rare.  After a careful review of this incident, we were unable to find any wrongdoing by any staff member at this location.  Analysis of the relevant video recordings was inconclusive in determining any fault due to the lapse of time that had occurred.
  
  As part of the rental process, tenants have the opportunity to inspect their units and the property ahead of the rental to determine that the unit meets their security requirements.   They also agree to have their goods insured in case there is a theft.  We instructed the tenant to properly file a claim with their insurance company to potentially recover any monies for this occurrence.
  
  Following this incident, we have initiated additional measures to ensure the continued security of our customers' stored items including increased camera coverage as well as additional property patrols.  We are also continuing to work with the local police who will hopefully apprehend the person or persons involved and facilitate the return of the missing items.
  
  We remain confident that this matter will be resolved quickly.

   

  Customer response

  03/12/2024

  
  Complaint: ********
  
  In other words, you take no responsibility for your mishandling of our property.  As I said in my original complaint ... we DID insure our belongings with your insurance ... which will not cover any loss BECAUSE YOUR LOCK was removed !! We, as renters, took every precaution to protect our property. The blame lies with the facility ... You were unaware that your lock was removed and when brought to your attention,  you still did nothing. Obviously, nobody ever checks the facility to make sure things are secure. And why did it take you 60 days to even address the issue - never answering any of my calls ...  and why did we have to ask AGAIN 24 hours after the reported break in for you to put a lock on the unsecured door.  

  You absolutely should make some effort to compensate your renters when the fault falls squarely on the facility's shortcomings.  We will pursue compensation in court.

  Sincerely,
  R **********

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