Jonathan F Rcy

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Numerous Attempts to Resolve

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Good morning. I have attempted to contact and resolve a previous issue at your Spring Hill, TN location but have been basically ignored. I have sent numerous emails, called and now reached out to the BBB for assistance. We, my wife and myself, rented multiple units from your site and had been paying a significant monthly rate for 4 years when I was hospitalized unexpectedly for nearly 3 weeks last October. We communicated with the manager and agreed on a resolution to which we followed. Our last contact was a request by the site for a payment of $50 to remove from auction status which was concerning but we simply met the request with $100.00. Followed by an email request to the site to process $500.00 with attached payment info sent as well which was less than 2 weeks after the $100.00 payment. The total balance at that time was on $775.00! Two weeks after that $500 request by us to the manager I sent another email to process an additional $100 weekly until account was current! This all occurred from 02/14/23 through 04/28/2023. My wife visited the site to access the larger unit and was denied access due to the door lock had been drilled out of the door!! I attempted to access again but my access code had been changed by management over 12 months prior so I had no access and could get no assistance from the manager! We attempted to request explanation and the manager after multiple requests replied our items had been auctioned on 02/14/2023!! Not only had we made payments to meet required amount and state requirements on storage units but she had also visited the property and accessed the units after 02/14/2023!! Our unit was very much still there and our belongings were also very much still in place and accessible! This manager has denied us access, she has falsified information, and now we see it as it appears the site manager was possibly the individual whom stole our belongings or had a role in the theft! We have every single receipt of every item in the unit. We have images of the unit contents, and we have all payment history on the unit and our other unit. We have been extremely patient however this has no gone beyond acceptable behavior by your manager. We contacted the BBB and as you likely can assume we have retained legal council in the matter. We are more than prepared to go to the courts to resolve. The total value in this unit was well over $75,000. We trusted your company with our belongings for 4+ years and were extremely punctual with payments until the medical emergency that occurred. This is now up to you to decide if you wish to correct this or we can have the legal system correct it but rest assured this will absolutely not simply go away. We will continue to review your company, communicate with the BBB and lastly we will sue the company to be compensated for our items in addition to the damages caused to this point. Your manager is incompetent and should not have access to peoples units or their money! This is a horrible property with this person on-site.
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  • Accessibility
  • Management is incompetent
  • Belongings are not safe here

Preferred solution: Our belongings or file restitution

User's recommendation: Run away!

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