ComplaintsforSROA Capital, LLC

• Initial Complaint

  07/21/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I started renting a unit from the *********, ** location in October of 2023, when I had to move my family in to assist my mom in caring for my step father who needed extra care until he passed. I put our entire home into the unit which I paid ****** per month for. Everything was fine until in February I received a phone call from the unit manager explaining that my unit was broken into and needed me to come take a look to see if anything was missing. Of course, upon my arrival I found that the bracket used to lock the door had been cut and the unit had been completely ransacked. I discover many items damaged or missing including my father's ashes which were kept in a silver box. I knew it was a risk keeping everything in the unit especially since the insurance policy states not to keep such personal items in the units and that the max claim would be *******. So I accepted that I would take a loss on this (total amount of loss was in the range of 4500.00)but was hopeful to a swift resolution of the insurance claim after speaking to the manager when I returned with police report and claim form. He had mentioned that other renters were already getting offers on their claims. After a month I hadn't heard anything so I started calling the manager and requesting a status update which never came. I continued to call, stop by though there was no one ever there when I did and I reached out to the company via website chat and phone calls. Each time was the same.. that they would contact location manager to request a status update. Fast forward to June when I called in an irate manner. I was transferred to a new entity their resolution department. They informed me that the paperwork was not completed and they needed proof of how much each item cost. I fallowed the instructions and after a week I still hadn't heard, after multiple emails I got a reply saying they need 45 days for a 3rd party adjuster to make a decision... Please just finalize my claim. So I can move on.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I obtained a unit at storage rental of ******* in **********, ** and we were forced to obtain insurance to protect our items. On 8/30/23, we moved out. Upon moving our items out, we noticed there were rat and mice droppings all over our items. They were in boxes, droppings on computers, computer wires chewed through, droppings all over clothes in boxes, school books, photo albums and bags of photos. These items were ruined, therefore, we threw them all out. I went to the rental office and discussed and was advised that I need to file a claim, which was on 8/30/23. I was advised I would hear back from the manager within a few days. Unfortunately, after a week I did not hear anything. I reached back out and was advised there was a new manager ********************. I was advised to resend the form and on 9/10/23, I resent the form to ********************. I was advised to reach out in three weeks. I reached out after a month with an inquiry regarding my claim. I spoke to *******, who then advised me that yet another manager had taken over and that my claim still had not been submitted. I was advised to reach back out in a few weeks. In December, I did some research and found a number for the corporate office. I reached out and obtained a new email address, which was **************** On 12/14/23 I sent an email. I obtained a response and was asked to resubmit the form and evidence. I was advised to send the value of each item lost, in addition, it would take two months for the claim to process. On 1/12/24 an offer of $120 to cover cleaning supplies. I sent a response requesting to speak to someone. On 2/5/24, I was advised that they only communicate via email and "we rely on a third-party firm to issue claim resolutions and the Claim Adjusters based their final decision in the proofs you provided and the type of coverage you paid for". A third party that is making the decision is a SERIOUS problem. This is sad that it has been seven (7) months.

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