Storage Direct

We apologize for not responding sooner, we only received this second notice at the site location on March 23, Ms [redacted] began her lease with us on 01/18/ I have attached a copy of her signed lease, with highlighted sections pertinent to this situation Ms [redacted] does belong to our StorSafe Lease Protection Plan, and she was made aware of the need to complete the claim process for any damaged itemsThe first mention of an issue with her unit was on February 19, 2017, when she left a message with our call center On February 20th, Ms [redacted] spoke with one of our site staff members, who documented her encounter in our system on 2/20/at 12:13pm She noted that Ms [redacted] declined completing the claim form, the man she was with citing the items were irreplaceable The Area Manager, [redacted] , called and left her a voicemail on February 20th to discuss the situation with her, and the tenant returned his call the afternoon of February 20th On March 3rd, during a conversation with the Area Manager, Ms [redacted] threatened to press charges if someone from our corporate office didn’t call her I had already left the office for the weekend, so the Area Manager told her I would have to contact her on Monday This upset her and she hung up on him Because it is our policy to keep all communication in writing once threats are made, I personally sent an email to the tenant on March 6, (attached), to which there was no response I sent a second email on March 22nd (attached), prompted by a call she made to our call center (attached) You will see that, in both emails, I encouraged her to speak with our site staff about completing claim paperwork for the damage We do not allow use of the moving van to move out, for any reason Our insurance does not allow for it, as we have no recourse should the truck be damaged or stolen While we are wholeheartedly sympathetic to her grieving, we cannot be responsible for rodents or their damage We take every precaution possible to secure and protect our tenants’ belongings, but we cannot control items they may store that attract rodents Essentially, no matter how sentimental in value, our lease agreement with Ms [redacted] is specific To date, she has not responded to either of my emails I mailed a copy of the most recent email to ensure she was receiving our correspondence Only yesterday did I learn about her complaint filed with your organization, and I see she listed an address and email address that we do not have in our systemTenants are responsible for providing updated contact information At this time, we are willing to waive her late and lien fees should she email me, but rent and the protection plan premium will be due to access her belongings She will need to arrange for her own moving transportation We again encourage her to file a claim with the SSL protection plan, which will in part compensate her for loss in accordance with the plan, and counter other expenses she would incur during a move

We apologize for not responding sooner, we only received this second notice at the site location on March 23, 2017.   Ms. [redacted] began her lease with us on 01/18/16.  I have attached a copy of her signed lease, with highlighted sections pertinent to this situation.  Ms. [redacted]...

does belong to our StorSafe Lease Protection Plan, and she was made aware of the need to complete the claim process for any damaged items. The first mention of an issue with her unit was on February 19, 2017, when she left a message with our call center.   On February 20th, Ms. [redacted] spoke with one of our site staff members, who documented her encounter in our system on 2/20/17 at 12:13pm.  She noted that Ms. [redacted] declined completing the claim form, the man she was with citing the items were irreplaceable.   The Area Manager, [redacted], called and left her a voicemail on February 20th to discuss the situation with her, and the tenant returned his call the afternoon of February 20th.    On March 3rd, during a conversation with the Area Manager, Ms. [redacted] threatened to press charges if someone from our corporate office didn’t call her.  I had already left the office for the weekend, so the Area Manager told her I would have to contact her on Monday.  This upset her and she hung up on him.  Because it is our policy to keep all communication in writing once threats are made, I personally sent an email to the tenant on March 6, 2017 (attached), to which there was no response.  I sent a second email on March 22nd (attached), prompted by a call she made to our call center (attached).  You will see that, in both emails, I encouraged her to speak with our site staff about completing claim paperwork for the damage.   We do not allow use of the moving van to move out, for any reason.  Our insurance does not allow for it, as we have no recourse should the truck be damaged or stolen.   While we are wholeheartedly sympathetic to her grieving, we cannot be responsible for rodents or their damage.  We take every precaution possible to secure and protect our tenants’ belongings, but we cannot control items they may store that attract rodents.  Essentially, no matter how sentimental in value, our lease agreement with Ms. [redacted] is specific.   To date, she has not responded to either of my emails.  I mailed a copy of the most recent email to ensure she was receiving our correspondence.  Only yesterday did I learn about her complaint filed with your organization, and I see she listed an address and email address that we do not have in our system. Tenants are responsible for providing updated contact information.   At this time, we are willing to waive her late and lien fees should she email me, but rent and the protection plan premium will be due to access her belongings.  She will need to arrange for her own moving transportation.  We again encourage her to file a claim with the SSL protection plan, which will in part compensate her for loss in accordance with the plan, and counter other expenses she would incur during a move.