Hansen Bros. Moving & Storage

We received customer complaint #[redacted] regarding insect damage incurred
to his belongings during storage.  Thanks for giving us an opportunity to
address this unfortunate situation.  The customer initially rented one of
our Portabox self-storage containers in June 2012.  At...

that time he was
presented with a detailed storage contract which he reviewed and signed,
indicating his understanding and acceptance of the associated terms and
conditions.  He accessed his storage container at our facility one time on
October 6th, 2012 and then had the container redelivered to his residence
on 12/22/15 - we then retrieved the empty container from his residence on
1/5/2016.
He reported to us that his goods were damaged due to insect infestation.
We investigated his claim and determined the following:
In approximately 18 years of operating the PortaBox storage system we have
never previously had a report of any insect problems in any of our
containers.  The containers are stacked 3 high and 5 deep in climate
controlled warehouse.  No other containers adjacent to this customer's
container had any sign of insect presence or damage.
The customer reported he had stored rugs as part of his storage items.
Our research shows rugs are a common source of insect infestations.
Insects lay eggs in carpeting or rugs which can remain dormant for long
periods of time.  If the rugs are not professionally cleaned and treated
prior to storage, they are often a source of insect problems.  We believe
the customer's rugs contained insect larvae which hatched following his
one visit in October of 2012.  The newly hatched insects used his goods as
a food source but quickly ran out of anything to consume and died inside
the container.  No live insects were present in the container on 12/22/15
nor was there any other evidence to suggest other possible scenarios.
Regardless of whether this is specifically how the insects came to be in
the container, PortaBox carries no liability in this matter.  Our contract
clearly states, "PortaBox Storage is not liable for any loss of, or damage
to, the goods from: (I) Perishables; (II) Customer's act or omission,
include failure to keep the promises made in this agreement; (III) defect
or inherent vice of the goods; (IV) Insects, moths, vermin, ordinary wear
and tear, or gradual deterioration".  The customer was given an
opportunity to review these terms prior to signing the contract.
As a final note, the customer was presented with valuation coverage
options at the time he rented the container.  He chose the basic coverage.
Even if there was any liability on our part, which there isn't, it would
be limited to 10 cents per pound per article with a maximum value of $200
per container.  This is also clearly stipulated in the contract signed by
the customer.
While we can understand and empathize with the customer's frustration at
the condition of his goods, we had no fault in how the goods were damaged,
nor liability for the condition of the goods.
We are certainly available to answer any other questions or concerns by
the bureau regarding this complaint.
Dave J[redacted]
Quality Control Manager

Complaint: [redacted]I am rejecting this response because want copy of contract  that i  signed.& this is NOT RIGHT.Sincerely,[redacted] ([redacted]) [redacted]

I have used Hansen Bros. three times. My first two experiences were great. My third experience was not so great. The wardrobe boxes they brought were filthy, and two boxes were not delivered. One was located and delivered; the other has not yet been located and Hansen Bros. is telling me this is not their responsibility. Their email to me indicated that I am not being honest about the missing box.