Storage World, LLC

To Whom It May Concern, Our office has been in communication with [redacted] since the date of the incidentI have reviewed her complaints and would like to respond to her statements as follows: [redacted] is correct in her comments that she rented two storage units at our Etters, PA locationAs she stated in her complaint a tree fell across the entrance of the facility while she was at her storage units on June 24th, Upon exiting the facility the tree was blocking their pathIt was omitted in the complaint that the tree fell from a neighboring property, and it was determined to be a result of a freak accident due to wind and weatherWe do show some discrepancies on our call logs form Saturday June 24th, as our incoming call records show that [redacted] called on behalf of [redacted] and their first and only call to our office was placed at 10:44:AM on 6/24/2017, the duration of which was 12:I was personally contacted by [redacted] at *** our third party sales and service center following that call Upon being informed of the incident I reached out to [redacted] and [redacted] to gather some more informationAfter being brought up to speed and being texted pictures form [redacted] it was determined the tree needed to be cut in order for them to exit the facilityDue to the urgent nature of this work I immediate contacted and dispatched Newberry Township Fire and Rescue, who arrived on site to clear a pathI verbally and in writing apologized to [redacted] multiple timesLetting her know that we are sorry this accident occurred, and unfortunately there was not much we could do to prevent something like this form occurring, however we would review the situation with our neighbor and ask them to have a tree professional look at the trees along the property lineOn the date of the incident no request for a refund or credit was madedays later I was forwarded an email form [redacted] demanding a credit for rent, reimbursement for furniture she left behind at her old house, and wages for her daughter's minutes of work missedAt which point I offered to credit her storage unit accounts for the month of August 2017, and reimburse her daughter for the lost timeI did inform [redacted] that a reimbursement for used furniture she left behind is not possible to value those itemsTwo days later I received notification from [redacted] that she was no longer using the spaces and would like us to refund her credit card for the month of July 2017, and that her daughter said no to worry about the lost minutes of wagesI then politely informed [redacted] , that rent cannot be refunded per the terms of her rental agreementI then received a email treating to contact the Revdex.com and post to social media, to which we informed her she has the right to do so, and again we are really sorry this freak accident delayed her, and asked her to keep her statements accurate and truthfulSince this incident, we have cleaned up the mess, and repaired damage to our entranceIn addition we have informed our neighbor in writing of what occurred, and asked them to have a tree professional review the trees along our entrance and property.If you have any questions please feel free to contact meI have attached a screen shot of our incoming call log form 6/24/Sincerely, Kyle * G*** Vice President Storage World LLC P [redacted] | [redacted] @storageworldonline.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I was told my account would be credited for a free month's rent. It was not stipulated that it would not be a credit to my credit card. Since I no longer occupied the units I expected a credit for July be made to my credit card. They told me that can't credit me so I then asked them to send a check as they offered to do for my daughters lost wages. We declined this offer as it was only 15 minutes. The furniture I had to leave behind was far more valuable. I understand that it was not their tree and it was a freak accident. My point is I was given an emergency number to call and no one answered and then when someone did answer it was many rings later. It took us over an hour to get connected with Kyle. My point to Storage World is that it may not have been their tree but I was their customer on their property and their customer service was less than interested in acting with a sense of urgency until we were put in contact with Kyle.
Thank you
[redacted]

To Whom It May Concern, Our office has been in communication with [redacted] since the date of the incident. I have reviewed her complaints and would like to respond to her statements as follows:  [redacted] is correct in her comments that she rented two storage units at our Etters, PA...

location. As she stated in her complaint a tree fell across the entrance of the facility while she was at her storage units on June 24th, 2017. Upon exiting the facility the tree was blocking their path. It was omitted in the complaint that the tree fell from a neighboring property, and it was determined to be a result of a freak accident due to wind and weather. We do show some discrepancies on our call logs form Saturday June 24th, 2017 as our incoming call records show that [redacted] called on behalf of [redacted] and their first and only call to our office was placed at 10:44:14 AM on 6/24/2017, the duration of which was 12:04. I was personally contacted by [redacted] at [redacted] our third party sales and service center following that call.  Upon being informed of the incident I reached out to [redacted] and [redacted] to gather some more information. After being brought up to speed and being texted pictures form [redacted] it was determined the tree needed to be cut in order for them to exit the facility. Due to the urgent nature of this work I immediate contacted and dispatched Newberry Township Fire and Rescue, who arrived on site to clear a path. I verbally and in writing apologized to [redacted] multiple times. Letting her know that we are sorry this accident occurred, and unfortunately there was not much we could do to prevent something like this form occurring, however we would review the situation with our neighbor and ask them to have a tree professional look at the trees along the property line. On the date of the incident no request for a refund or credit was made. 17 days later I was forwarded an email form [redacted] demanding a credit for rent, reimbursement for furniture she left behind at her old house, and wages for her daughter's 15 minutes of work missed. At  which point I offered to credit her storage unit accounts for the month of August 2017, and reimburse her daughter for the lost time. I did inform [redacted] that a reimbursement for used furniture she left behind is not possible to value those items. Two days later I received notification from [redacted] that she was no longer using the spaces and would like us to refund her credit card for the month of July 2017, and that her daughter said no to worry about the lost 15 minutes of wages. I then politely informed [redacted], that rent cannot be refunded per the terms of her rental agreement. I then received a email treating to contact the Revdex.com and post to social media, to which we informed her she has the right to do so, and again we are really sorry this freak accident delayed her, and asked her to keep her statements accurate and truthful. Since this incident, we have cleaned up the mess, and repaired damage to our entrance. In addition we have informed our neighbor in writing of what occurred, and asked them to have a tree professional review the trees along our entrance and property.If you have any questions please feel free to contact me. I have attached a screen shot of our incoming call log form  6/24/2017. Sincerely, Kyle * G[redacted] Vice President Storage World LLC P [redacted] | [redacted]@storageworldonline.com