POUCH Self Storage & Records Management

Please refer to the documentation sent dated December 11, 2014, in response to Mr [redacted] 's complaint Please have Mr [redacted] contact his insurance company, ***, for resolution.Sincerely, [redacted] ***

Please refer to the documentation sent dated December 11, 2014, in response to Mr [redacted] 's complaint Please have Mr [redacted] contact his insurance company, ***, for resolutionSincerely, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted] Please have roxann contact her insurance company because neglect was on her employees for not having proper ventalation ...

I am receipt of a complaint you received from a past customerPleasereview our response as follows:We received a complaint on September 4, 2014, at approximately12:00pm, stating a tenant had mold on some of his itemsThe complaintwas, "there was a white residue on his amplifier"The staff memberadvised customer, "Per section 12, "Insurance Obligation", paragraph 1, ofthe rental agreement he signed on January 28, 2014, states "Owner doesnot provide insurance covering Occupant's stored goods" and paragraph 2,states "Occupant assumes all risk of loss to stored property"(seeattached)In addition, at the time of rental, he was offered insurance coveragethrough Bob Bader Insurance Agency, at which time he declined statinghe had his own insurance with "Pemco", which is evidenced by signatureto the Bob Bader participation form(see attached).On September 18, 2014, at approximately 6:31pm, asking why he receiveda late notice (California Preliminary Lien), he then stated he wanted to becompensated for his supposed damaged itemsHe was again reminded, hedeclined insurance and would have to contact his own insurance company,at which point he requested to speak to someone in the corporate officeand would be contacting an attorney.On September 19, 14, Property Manager, [redacted] returnedhis call at approximately 2:12pm.On November 1, 2014, customer called the facility requesting the 100%satisfaction guarantee and stated he spoke to Property ManagementTheProperty Manager, left another message, but did not receive a return call.On November 7, 2014, he called the facility again, requesting one monthfree and stated Property Manager offered him one free monthPropertyManage advised staff, the satisfaction guarantee is only offered tocustomers in "good standing, whose rents and other charges are currentand paid in full"(see attached)During this time the occupant was not in good standing and had not paidrent since August 2, 2014, and was in fact being sold at auction as a result.Also, be know that:Section 8, states, "Occupant acknowledges that it has examined thestorage unit and fully accepts the same as being in good condition andacceptable to occupant for use as required y Occupant"(see attached)Section 13, states, "Occupant agrees that all personal goods stored isstored at Occupant's soly risk under this agreementOwner and Owner'sagents and employees shall not be liable to Occupant for any damage to orloss of any personal property while on the rented premises arising fromany cause whatsoever, Occupant acknowledges that Owner does notwarrant or represent that the premises and space are secure againsthazards, caused by pest, water, fire, or the elements of weather orearthquake(see attached)Lastly, POUCH Self Storage makes every effort to fairly accommodateevery customerIt is our goal to create, repeat business and to havecustomers leave out facilities "Happy"Although we realize, it isimpossible to please every customer to his or her satisfactionEven so, ~ehave practices in place that require, every employee from our front linemanagers to upper management to investigate every complaint and dealwith each situation fairly and in line with our Mission Statement.As such, every 90mplaint investigated requires proof of damageOtherthan verbally, we have yet to receive evidence to neither substantiate hisclaim, nor have we received other complaints before, during or after hisstay regarding mold/mildew damage.If you have any questions please feel free to contact me directly.Sincerely, [redacted] ***Yelland Properties Inc.Property/District Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
to whom   there was no help from pouch service try to call them by looking for there phone number they dont give it out ... I had to trick some one just to get the phone number for the main office... just try to find it on the website ... that is why I was behind in my payments it took that long to get to talk to some one.. then they took over a month to respond back to me .. I am sure that other people are going to complain about this place... time will tell  the only reason no one else has complained is because they cant get the phone number to complain  to some one about there lack of responsibility ... I am 1000 miles away from there and I want my stuff I had back ...

Please refer to the documentation sent dated December 11, 2014, in response to Mr. [redacted]'s complaint.  Please have Mr. [redacted] contact his insurance company, [redacted], for resolution.Sincerely,[redacted]

Please refer to the documentation sent dated December 11, 2014, in response to Mr. [redacted]'s complaint.  Please have Mr. [redacted] contact his insurance company, [redacted], for resolution.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Please have roxann contact her insurance company because neglect was on her employees for not having  proper ventalation ...

I am receipt of a complaint you received from a past customer. Pleasereview our response as follows:
We received a complaint on September 4, 2014, at approximately12:00pm, stating a tenant had mold on some of his items. The complaintwas, "there was a white residue on his...

amplifier". The staff memberadvised customer, "Per section 12, "Insurance Obligation", paragraph 1, ofthe rental agreement he signed on January 28, 2014, states "Owner doesnot provide insurance covering Occupant's stored goods" and paragraph 2,states "Occupant assumes all risk of loss to stored property". .. (seeattached)In addition, at the time of rental, he was offered insurance coveragethrough Bob Bader Insurance Agency, at which time he declined statinghe had his own insurance with "Pemco", which is evidenced by signatureto the Bob Bader participation form. (see attached).
On September 18, 2014, at approximately 6:31pm, asking why he receiveda late notice (California Preliminary Lien), he then stated he wanted to becompensated for his supposed damaged items. He was again reminded, hedeclined insurance and would have to contact his own insurance company,at which point he requested to speak to someone in the corporate officeand would be contacting an attorney.
On September 19, 20 14, Property Manager, [redacted] returnedhis call at approximately 2:12pm.
On November 1, 2014, customer called the facility requesting the 100%satisfaction guarantee and stated he spoke to Property Management. TheProperty Manager, left another message, but did not receive a return call.
On November 7, 2014, he called the facility again, requesting one monthfree and stated Property Manager offered him one free month. PropertyManage advised staff, the satisfaction guarantee is only offered tocustomers in "good standing, whose rents and other charges are currentand paid in full". (see attached)
During this time the occupant was not in good standing and had not paidrent since August 2, 2014, and was in fact being sold at auction as a result.
Also, be know that:
Section 8, states, "Occupant acknowledges that it has examined thestorage unit and fully accepts the same as being in good condition andacceptable to occupant for use as required y Occupant". (see attached)
Section 13, states, "Occupant agrees that all personal goods stored ... isstored at Occupant's soly risk under this agreement. Owner and Owner'sagents and employees shall not be liable to Occupant for any damage to orloss of any personal property while on the rented premises arising fromany cause whatsoever, .. . Occupant acknowledges that Owner does notwarrant or represent that the premises and space are secure againsthazards, caused by pest, water, fire, or the elements of weather or1 earthquake. (see attached)
Lastly, POUCH Self Storage makes every effort to fairly accommodateevery customer. It is our goal to create, repeat business and to havecustomers leave out facilities "Happy". Although we realize, it isimpossible to please every customer to his or her satisfaction. Even so, ~ehave practices in place that require, every employee from our front linemanagers to upper management to investigate every complaint and dealwith each situation fairly and in line with our Mission Statement.
As such, every 90mplaint investigated requires proof of damage. Otherthan verbally, we have yet to receive evidence to neither substantiate hisclaim, nor have we received other complaints before, during or after hisstay regarding mold/mildew damage.
If you have any questions please feel free to contact me directly.
Sincerely,
[redacted]
Yelland Properties Inc.
Property/District Manager

I am receipt of a complaint you received from a past customer. Pleasereview our response as follows:We received a complaint on September 4, 2014, at approximately12:00pm, stating a tenant had mold on some of his items. The complaintwas, "there was a white residue on his amplifier". The staff...

memberadvised customer, "Per section 12, "Insurance Obligation", paragraph 1, ofthe rental agreement he signed on January 28, 2014, states "Owner doesnot provide insurance covering Occupant's stored goods" and paragraph 2,states "Occupant assumes all risk of loss to stored property". .. (seeattached)In addition, at the time of rental, he was offered insurance coveragethrough Bob Bader Insurance Agency, at which time he declined statinghe had his own insurance with "Pemco", which is evidenced by signatureto the Bob Bader participation form. (see attached).On September 18, 2014, at approximately 6:31pm, asking why he receiveda late notice (California Preliminary Lien), he then stated he wanted to becompensated for his supposed damaged items. He was again reminded, hedeclined insurance and would have to contact his own insurance company,at which point he requested to speak to someone in the corporate officeand would be contacting an attorney.On September 19, 20 14, Property Manager, [redacted] returnedhis call at approximately 2:12pm.On November 1, 2014, customer called the facility requesting the 100%satisfaction guarantee and stated he spoke to Property Management. TheProperty Manager, left another message, but did not receive a return call.On November 7, 2014, he called the facility again, requesting one monthfree and stated Property Manager offered him one free month. PropertyManage advised staff, the satisfaction guarantee is only offered tocustomers in "good standing, whose rents and other charges are currentand paid in full". (see attached)During this time the occupant was not in good standing and had not paidrent since August 2, 2014, and was in fact being sold at auction as a result.Also, be know that:Section 8, states, "Occupant acknowledges that it has examined thestorage unit and fully accepts the same as being in good condition andacceptable to occupant for use as required y Occupant". (see attached)Section 13, states, "Occupant agrees that all personal goods stored ... isstored at Occupant's soly risk under this agreement. Owner and Owner'sagents and employees shall not be liable to Occupant for any damage to orloss of any personal property while on the rented premises arising fromany cause whatsoever, .. . Occupant acknowledges that Owner does notwarrant or represent that the premises and space are secure againsthazards, caused by pest, water, fire, or the elements of weather or1 earthquake. (see attached)Lastly, POUCH Self Storage makes every effort to fairly accommodateevery customer. It is our goal to create, repeat business and to havecustomers leave out facilities "Happy". Although we realize, it isimpossible to please every customer to his or her satisfaction. Even so, ~ehave practices in place that require, every employee from our front linemanagers to upper management to investigate every complaint and dealwith each situation fairly and in line with our Mission Statement.As such, every 90mplaint investigated requires proof of damage. Otherthan verbally, we have yet to receive evidence to neither substantiate hisclaim, nor have we received other complaints before, during or after hisstay regarding mold/mildew damage.If you have any questions please feel free to contact me directly.Sincerely,[redacted]Yelland Properties Inc.Property/District Manager