Complaintsfor10 Federal Finance, LLC

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This place is a scam. I have been a renter for over 2 years. Their posted standard rates for a 10x30 is $150 per month. They are billing me $221 per month. I have been trying to get this resolved for over 6 months. I have email correspondence from them admitting to their overbilling and that they will correct it but they never do. One day I spent over 4 hours on the phone trying to talk to some to resolve the issue. All they do is say that they are transferring me to someone in management. Absolutely fraudulent on their part. I want to be billed the correct amount and to be credited the over billed amount

  Business response

  09/16/2024

  We appreciate Mr ********** business and that is why we have already made adjustments to his rate.  We have also spoken directly to Mr. ******** in regards to his concerns.  Market conditions in real estate, including the self storage industry fluctuate up and down on a consistent basis.  While market prices do adjust almost daily, we do not raise or lower our customers rates in the same speed.  We always provide a minimum of 30 day notice on any change to a customer's account (including rental rate).  Mr. ******** is now more in line with current market conditions, but that does not mean the market will change up or down in the future.  He is currently paying less than what a new customer coming off the street would be paying.  We are also continuously improving our call center wait times and have put numerous other options in place to help with that.  We have a chatbot, email inbox, text option, as well as our call center to discuss any customer concerns.   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had rented out a storage unit at 10 Federal Storage on *******************************************. I rented this unit bc I had previously gotten evicted and needed somewhere to store all my things. I ended losing my phone. But after working at a new job was finally able to get a new phone. When I logged into my email account I seen the notice of sell for August 20th. I tried logging into my portal but it had my previous number on it. So I was blocked out of signing into make my payment. I tried calling and calling and calling to either update my number and get help logging into my account before they sold my unit but I was never able to reach anyone. I finally was able to speak with someone on the 23rd just 3 days after they sold my unit and all she said was she was sorry. I need to know why no one could answer me before I heard that devastating news. If I would have been able to log in to my account I couldve paid it before they sold it. Im truly devastated *** lost everything. Ive been living in my car but I thought I had all my place in a safe secure place I never thought that they would sell lock me out and sell my things. Im truly distraught.

  Business response

  09/06/2024

  Hello,

  It is always unfortunate when any customer goes late on their bill.  That is why we always try to get as much contact information as possible.  We not only collect multiple phone numbers, an email address, as well as allow for customer so put down an alternate contact.   We tried contacting Mrs. ****** on the following dates: 7/5, 7/6, 7/11,7/13, 7/17, 7/20, 7/29, 8/04, 8/7, 8/12, 8/14, 8/16.  This was not only by telephone, but by email as well. 

  we also sent Lien notice communication which Mrs. ****** opened on 07/16 and, 07/25. and 07/25.  

  We rely on our customers to update their information so that we can get a hold of them as efficiently as possible.  We also have multiple avenues for any customer to get a hold of us.  If call center wait times are long, we have pay by phone, tenant connect, chat bots, and emails to communicate with us.   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got behind in storage payments due to medical issues. I had to have part of my right leg amputated. Was told by a 10 federal employee that I had until close of business on the 3rd of July 2024 to make payment in full. I started trying to make said payment on July 1st. They refused to answer a phone call, nor did they have anyone staffed for the self help kiosk inside this location. Then sold my belongings. From what i understand, that is theft by trickery to make a deal, not allow payment so you can sell the other persons property in hopes of a larger payment. I need help resolving this as the business has told me that they were 100% in the right and they would not even release the name of the party that purchased my belongings so I could attempt to purchase them back from that individual. They were of no help and even tried to tell me that I was lying to them about attempting to reach them for payment. Please help with this matter. The supervisors I spoke with are *******, and I believe that the other ladys name was *****. Thank you for Any help you can provide on this matter.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My fianc and I rented a storage unit in **** *******. Every time we showed up to the facility to put stuff in our unit a man that was the quote the security guard was there within 20 to 30 minutes every time we showed up harassing me and my fianc. He even went as far as threatened my fianc with a gun The first time and even accused my fianc of doing meth in a roundabout way. My fianc promptly asked him. Are you accusing me of doing drugs.? The man responded with well. We have problems with people doing drugs up here thats why the corporate office pays me the big bucks to patrol that the facility! One day we were there we had to put an awning up. It was raining we had to pull stuff out to put stuff in, so basically rearrange everything. The man shows up as usual filming us. Says to us it is clear youre breaking your lease. Youre living here, we told him no were not were making room to put our stuff in the storage unit he said youve been here since 4 oclock this morning at this time it was close to 930 maybe 10. I promptly responded with so what I didnt know we were on a timeline. The place is 24 hours. We call corporate office we complain on him. Nothing was ever done. We go back to the facility about a week later our lock has been cut off and changed the man happen to be on the property at the same time. My fianc went and ask him. Did you change our lock he said, with a smug, smart remark. Yes, I did ! I said why he said **** were told **** had to get out I said for what no ones told me anything. He then proceeded to lie to corporate office and tell them that we were doing drugs that we were running from the police, that one was baffling! Well, I have tried nonstop to try to get a hold of someone at corporate office one of the three owners, **** , ***, or believe his name is **** I have a left a voicemail on all three voicemails. No one and I mean no one has called me back. This is after now my unit was cleared out a week later after my fianc was threatened with a knife when we found out our lock had been messed up and it was changed . We called the police and reported it the police did nothing of the threat! So as I was saying about week later our unit was cleared out and that unit was paid for. No one has even attempted to get in touch with me or my fianc do not whatsoever rent from 10 federal storage theyre crooks and crooked, also horrible people! Very unprofessional! And still to this day no one has gotten a hold of me. My deceased daughters stuff was in there, my fiancs tools. All of his Snap-On Tools thousands of dollars worth of tool were in that unit, family hand me downs things that cannot be replaced they have taken three Mr. ******* from us they took fans clothes, dog beds, etc. , we have exhausted all means before taking legal actions, which I am very much in the process of doing! Crummy company!Date of experience: May 04, 2023

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  5/24/2023 date I moved into my storage, within the week it was broken into I haven't heard from Corporate or the Manger regarding my concerns.Trying to file a claim through insurance I purchased and no one is answering.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother died in ***************, VA. in Dec. 2016. I was abroad. My younger sister, my mother's care-taker, removed my possessions from my mother's home without my knowledge and consent. She hired a local storage facility, ***** ** *****, to pack and take my possessions to its facility, ***** ******* She rented a storage unit for one year. She lifted my mother's bank accounts. She stole the funds of my trust account. She registered a fraudulent deed to the home. I had to remain abroad because one of my children is very ill. From Mar. 2018, I paid ***** ** ***** myself. Because I had not renewed my credit card, I arranged with the facility manager, ****** ******, to pay by ******* *****. Another company, 10 Federal Self Storage, based in *******, NC, took over the storage facility in Jan. 2019. I arranged with the owner, **** *******, to pay by bank transfer (*****). I sent several payments before I received a credit card from my bank. Since 2019, I paid by credit card. In Nov. 2022, I planned to return to the U. S. I cancelled my credit card. I intended to get a new one in the U. S. But an emergency delayed me. Thus, I could not pay the Dec. 2022 and Jan. 2023 storage rental fees by credit card. I assumed that I could make an arrangement with ******** as before, but he refused payment by *****. He was inflexible and stubborn. He referred me to 10 Federal regional managers, **** ****** and ********, who were also inflexible. I will not have a new credit card before Feb. I have not encountered such hostility from a business establishment before. Four years ago, ******* was polite and accommodating. I am shocked by his present attitude and behaviour. If I do not pay by credit card by 21 Jan. 2023, my possessions will be removed from the storage unit and put on public auction. My family have not experienced this big a loss of property since WW2. It will be devastating. I would hope that the BBB could persuade ******* to accept payment by *****, as he did before.

  Business response

  01/13/2023

  Hello,

  As of 2/17/22 the property where Mr. ***** rents a storage unit was sold to another entity.  10 Federal Storage Management operates this property through 3rd party management.  We are only able to take credit or debit cards as payment which is stated in the change of ownership form and on the bill, which I have attached.  He is aware of this and we have communicated with him many times concerning this  Mr. ***** has not made a payment to us since 10/27/22 and has been delinquent since 12/2/22.  He currently owes a balance and is scheduled for auction on 1/25/2023 at 10:30AM unless full payment is made.  I do appreciate Mr. ****'s situation, but even in Thailand you should be able to purchase a pre-paid VISA or Mastercard which you could use for payment.  That would be my recommendation until his other credit card arrives.  Please let me know if you need any further information.

  Thanks,

  **** ******

  Regional Director

  Customer response

  01/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***** 

   

  I wrote a letter of reply directly to **** ******. 

  Below is a copy of the letter.

   

  ****** ***** **********************   ************************ 
  Sat, 14 Jan at 3:33 am
  

  ****** ** *****
  Residential address:
  **** ********* *** ***** *** ******** ********* ****** ******** ***** 

  DO NOT WRITE TO MY RESIDENTIAL ADDRESS
  

  Temporary address;
  ******** ********* ***** *** ** ******* ****  ********  ****** ***** ** * ** **** ****  ****** ********************
  
  PLEASE REPLY BY EMAIL
  

  Sent by electronic mail to *********************
  

  13 January 2023
  

  **** ******
  Regional Director 
  10 Federal Self Storage
  *******, North Carolina
  ****** ********************* ***** ***** ********
  

  Mr. ******,
  

  Subject: Mode of payment
  

  The Better Business Bureau (BBB) forwarded to me your letter of 13 February instant.

  I cite below a section of the document that you included with your reply to the BBB earlier today:

  
  ‘1/13/2023 Re: New Owner Introduction Unit(s):
  

  Dear , We are writing to inform you that as of February 17th, 2022* ***** **** ***** *** *** transferred its ownership interest to . All rights of 1**** **** ***** *** *** under your lease have been assigned to the new owner, including your security deposit (if any). This facility will continue to be managed by 10 Federal Storage Management, LLC.’
  
  Please note the following:
  

  According to the document, Change of Ownership Form, ***** **** ***** **. LLC transferred its ‘ownership interest’ eleven months ago on 17 February 2022.
  

  ? However, the document omits the name of the new owner.
  The sentence is incomplete.
  

  ? I was NOT informed of the transfer of ownership until today. I received no notification of any sort.
  Would you be so kind as to provide the name of the new owner?
  

  Your letter of reply to the BBB states that the storage facility is managed by 10 Federal Storage Management, LLC. 

  Is the new owner of the ‘ownership interest’ the owner of the lot or the owner of storage facility operation   -   or both? 
  
  In your letter of reply to the BBB, you stated:
  
  ‘10 Federal Storage Management operates this property through 3rd party management.’
  
  What is the name of the ‘3rd party management’? You did not mention it in your letter.  
  

  You also stated:
  
  

  ‘I do appreciate Mr. ****'s situation, but even in Thailand you should be able to purchase a pre-paid VISA or Mastercard which you could use for payment.’
  
  
  I was unaware that a ‘pre-paid’ VISA card could be purchased. I have never heard of it. 
  
  To obtain my VISA credit card several years ago, I had to open a fixed account at my bank. Also, I had to fill out many forms and sign many documents. I had to provide many financial details. Getting a credit card took weeks. 
  
  I shall check with my bank on Monday. If it is possible to buy a credit card on the spot, to cover a single payment, I shall do so. If I can pay 10 Federal with this ‘pre-paid’ credit card, I shall do so immediately. 
  
  Note that many financial services available in the United States are NOT available in Thailand   -   at least not yet. Many services available are limited. There might be different conditions. 
  
  In any case, the restriction of payment to credit cards only is not a common business practice, even by small businesses worth $25 million like 10 Federal.  
  

  Furthermore, in urgent cases such as this, companies that limit payment to credit cards do make exceptions. ****** ****** of ***** ** ***** made the required exception in 2018. **** ******* made the exception in 2019. I paid by other means.

  I am, of course, aware of 10 Federal’s policies. I did not realise that getting a new credit card would take so long. 
  
  Kindly agree to accept payment by *****. I shall send the money on Monday. You should have it before the end of the week   -   before 21 January.
  

  I shall pay $569.38 (the overdue bill) plus $204.51 (February bill) for a total of $773.89.
  

  Sincerely yours,
  

  ****** ** *****
  

  Enclosures:
  Copy of my letter
  Letter of **** ******
  Change of Ownership Form
  
  

   

  Business response

  01/14/2023

  A pre-paid Visa or Mastercard does not have to come from a specific bank.  In less than 5 minutes online you can purchase a digital one that can be emailed to anyone with the card numbers to use to pay the account.  Once again, we can only take payment by credit or debit card.  

  Customer response

  01/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

   

  COMPLAINT I. D.: ********
  
  REPLY FROM ****** ** *****, 16 January 2023
  
  
  Credit cards are NOT the best mode of payment.
  
  Credit cards do NOT always work.
  
  I have made some forty payments to 10 Federal by credit card since 2019.
  
  There were problems with twenty to twenty-five percent of the payments.
  
  The problems were technical. Some could have been prevented,
  
  Once, the problem was due to an error caused by my bank, the Bangkok Bank. The bank, for no reason, had stopped payments by my credit card. The bank quickly discovered the mistake and corrected it.
  
  The other payment problems were caused by 10 Federal.
  
  The problems were caused by technical glitches. The 10 Federal computer or payment system did not always work. My credit card was not accepted. But one or two days later, the payment went through.
  
  The technical problems were sometimes caused by 10 Federal’s computer system, which cannot enter overseas addresses.
  
  My address is ******** ********* ***** ** *** ******* *****, Thailand. I tried many times with 10 Federal receptionists to enter the address. The system could not do it.
  
  Thus, my address, according to 10 Federal, is **** ******** ***** **** **** ****** ******* *********** How someone at 10 Federal got that, I do not know. ***** **** **** ****** is the short name of ****** **** ***** ** ***** ****** **** ** ******** ** ******** ** ***** ** ********** **** *** **** ****** ** *** ********* *************** **** ***** ** ***** ******* **** ** *** ******** ************ ** ******* ** **** *** ******

  
  Many times, when I called 10 Federal to make a payment by my Visa credit card, the payment did not go through because the company’s computer system did not accept my actual address. Also, it took a long time and several tries to get the other address through. This could take several days.
  
  I spoke with a 10 Federal telephone receptionist yesterday. The receptionist recalled that payments by Visa or MasterCard credit cards did not always go through.
  
  After forty years in the region, I planned to leave Thailand last November. I emptied my local bank accounts and cancelled my credit and debit cards. However, there was an unexpected last-minute delay, caused by an accident. Thus, I could not pay 10 Federal by credit card.
  
  I had this problem before, in 2019.
  
  But in 2019, **** *******, co-founder of 10 Federal, accepted my offer to pay by bank-to-bank wire transfer (*****) and asked ***** *****, the company’s operations manager, to arrange the transaction with me.
  
  
  Re: Payment Procedure
  ***** **** ******* ******************** *** ****** ****** ***** ****** ******* ***** ******************** * ********************* ********************
  Fri, 8 Mar 2019 at 8:58 am
  
  Mr. ****** I understand and we will try to work with you.
  
  T****, please see below- can you provide Mr. ***** with ACH transfer information for **** ***** ******?
  
  Mr. ****s, please advise ***** how much you send and notify her when you send it and please provide sufficient funds to cover the period of time to receive a credit card... *****, please make the manually entry to Mr. ****s' account once the payment is received.
  
  Thank you all -
  
  **** ******* **** ******** ****** ***** **** ******** ** ***** ** ************ ** ************ ******************

  
  Thus, 10 Federal accepted my offer to pay by ***** until I received a credit card from the Bangkok Bank. 

  
  Getting a credit card from the Bangkok Bank is not a quick and simple procedure.
  
  Letter from the Bangkok Bank 

  *** ******** **** *** ********** ****** ***** ***** **** *********** ********************** *** ******************** ***** ******* ** ******* **** ** ***** ** *****
  Dear Sir and Madam,
  
  Thank you for contacting ******** *****.
  
  Referring to your email, if you would like to make a transaction via credit card from the Bangkok Bank. please contact to apply for a credit card via the Bangkok bank website or our branch.
  
  For the Bangkok Bank credit card. For foreigner to apply for a credit card, you have to open the fixed account and allow the Bank to hold the certain amount of your account for guarantee. The holding amount starting at 20,000 Baht and the credit limit will be granted the same as the holding amount.
  
  If you agree please contact the convenience branch to fill in the application form and the contract. The Loan officer will consider your application and you will be informed when the consideration is finished. The
  documents requested are as follows:
  
  1. Your Passport
  2. Proof of your income, such as: a payroll slip, a letter certifying your income, a tax withholding slip, or the latest receipt for your annual personal income tax.
  3. A copy of your savings or fixed account statement for the past six months from a bank or financial institution.
  4. Monthly statement from current credit card (if any) for the past three months.
  The consideration of your application will take approximately 2 weeks after we receive your application from the branch.
  
  Should you have inquiries, please do not hesitate to contact us directly at ****** *** ****
  
  Faithfully yours,
  
  Bualuang Phone
  Bangkok Bank Public Company limited
  
  
  In fact, more documents are required. An attestation of financial stability must be notarized by an American consular official. More time is required.  
  
  
  In a reply to the Better Business Bureau on 13 January 2023, **** ******, 10 Federal Regional Director, urged that I get a ‘pre-paid’ credit card:
  
  Excerpt from reply:
  
  ‘. . . I do appreciate Mr. ****'s situation, but even in Thailand you should be able to purchase a pre-paid VISA or Mastercard which you could use for payment.  That would be my recommendation until his other credit card arrives.  Please let me know if you need any further information.
  
  Thanks,
  
  **** ******
  
  
  Today, Monday, 16 January, is a holiday in the United States. Today is not a holiday in Thailand.
  
  I went to Bangkok Bank headquarters in Bangkok. 
  
  Apparently, **** ****** was misled.
  
  There is no such ‘pre-paid’ credit card as he mentioned in his letter to the BBB on 13 January.
  
  I asked the bank if I could purchase, on the spot, over the counter, with cash, a pre-paid credit card to make a payment of $612.78 to a company in the U. S.   
  
  The answer: I must apply for a credit card, just as before. Same procedure.
  

  
  **** ****** also sent a letter to the BBB on 14 January. He said:
  
  ‘A pre-paid Visa or Mastercard does not have to come from a specific bank.  In less than 5 minutes online you can purchase a digital one that can be emailed to anyone with the card numbers to use to pay the account. Once again, we can only take payment by credit or debit card.’
  
  I checked with the Bangkok Bank.
  
  Again, there is no such service.
  
  In Thailand, this Online pre-paid credit card, which **** ****** mentioned, is available ONLY for the payment of purchases of petrol (gasoline).
  
  The answer will be the same from Citibank.
  
  I should add that debit cards issued in Thailand are valid only in Thailand. It is not possible to make a payment overseas with a debit card.
  
  I shall send the above to **** ******.
  
  We are not automata.

  I hope that common sense and logic will prevail.

  The company should accept my request to pay by *****. 

  I am,
  
  Sincerely yours,
  
  ****** * ****s
  
  
  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/23/22 I contacted 10Federal Storage because of a theft that occurred. I did purchase additional insurance and was told that ***** *** would be responsible for processing and handling my claim. I contacted 10Federal Storage and ***** *** and to date (10/3/22), no one has attempted to resolve my issue.

  Business response

  10/03/2022

  We have researched this tenant's information. It appears the tenant called our Contact Center today and spoke with our team about the claim. Our team is in the process of reviewing the tenant's claims and information. We are in communication with this tenant currently. Once we've determined what is going on with the tenant's account we will provide all information to the tenant as necessary for them to complete their claim (if valid and approved to proceed with the claim). Claim processes require extensive information including receipts from the lost items. It may take some time to process the claim but we are resolving it with the tenant directly. 

  Customer response

  10/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I have rented a storage unit with this business since last August. We initially had issues setting up our autopay to pay on the 1st of the month, but always paid before the 15th. We got autopay set up so it would cease being an issue by October or November of last year. Since February of 2022, they have not processed a single autopay and have assessed a $35 late fee. However, when I paid manually, it always went through without having to adjust or re-enter any additional information. I have verified my autopay settings, and even removed and re-added my payment methods to ensure it would not he a problem. Last month, we started moving our property out of the unit as we have purchased a home and completed renovations. While going through our stuff, we found evidence of rodent infestation, and afterwards found that they had known about the infestation without alerting any tenants so they could check on their stored property. We filed a complaint with them, because one piece that was damaged was a couch we had purchased two months prior to moving to NC, worth $6,500. Their indemnity clause limits their liability to $500 for rodent damage. This month, the autopay failed to go through, again, but they messaged indicating they were beginning the lein process on our remaining property. When I went online to pay, it indicated we are delinquent as of September 1st of thos year. I have pictures of the mouse droppings on the couch, as well as a picture of the mouse that made residence in our king mattress.

  Business response

  08/06/2022

  This tenant is routinely delinquent, but generally pays their account current around the same day of the month each time. We suspect this tenant may be having trouble paying their bill on the 1st of each month, so in an effort to get their monthly payment date to be the 8th and not the 1st, they've been reporting that our system isn't working properly. We have not received reports from any other tenant experiencing this and our management software has not reported a glitch of any kind.
  From researching notes on the tenant file it was found that the tenant is indeed removing themselves from autopay. The system tracks account changes and user edits, which is showing that this tenant removed themselves from autopay on a few occasions. We have not experienced this issue with anyone else and confirmed the autopay system is working properly. Proof of that change being completed by the tenant is attached.
  
  
  Additionally, we do not feel the claim or rodent damage is valid in this case. The tenant did not report this issue right away. We never received proof of the damage and did not receive any response to our attempt to figure it out. We noticed the tenant signed up for the protection plan shortly after discussing the mice and saying they needed to submit a claim. Regardless we are more than happy to discuss this further with the tenant if needed so we may have the chance to make it right.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented 2 storage units from this facility and one day I went to the unit to get something out and realized ALL of my clothing had mildewed. I got them all out and went home to wash them without any success in removing the smell. I had thousand of dollars worth of clothing, bedding, curtains, towels, etc. I went back to the same unit to try and savage my other items and put what I could save in my other unit. When lifting ALL of the boxes, they fell apart and all of my items that were in the boxes fell all over the storage unit. I did this the 1st week of October, because I didn't want to pay a monthly payment on a unit that basically had my destroyed items in there due to the facility. Again, being frustrated, I grabbed what I could and went to my 2nd unit where, I found that my ***** ** ** furniture, and other furniture had molded and changed colors! I went home to call the facility, and they basically gave me the run around, 1st stating they would help me. I got an email later basically stating they would waive the late fee on the Unit that had the items that were molded, but I would have to pay for the month..ON A UNIT THAT HAD ITEMS THAT WERE WORTH NOTHING!!! They also stated I would have to file my insurance, with the company they basically work with, to get a solution. I have called corporate, and of course no one answers the phone. I have been trying to get in touch with the insurance company(***** *** ****) almost daily without success..2 storage units with everything I own, and my items are not any good. This company never had difficulty collecting my money monthly for storage and insurance, they should not have difficulty correctinG this matter

  Business response

  08/03/2022

  10 Federal reached out to ******** (Indemnity Waiver Program Provided that tenant elected $1,000 of coverage with) and they confirmed that the tenant's claim was denied due to no source of leak being identified by the tenant.  We have contacted tenant and left a voicemail requesting a call back regarding her BBB complaint.  When we speak with tenant, we will advise her that we will re-evaluate her claim if she can provide information to substantiate the source of the leak that caused mold to her items.  Section 9 of tenant's original rental agreement, signed by tenant on June 3, 2019 does set forth that the "exclusive care, custody, and control of any and all personal property in the leased space shall remain vested in the Occupant, and all property stored within or on the space by Occupant or located at the facility by anyone shall be stored at Occupant's sole risk.  Occupant must take whatever steps he deems necessary to safeguard what is at the facility or in or on the space."  The agreement further states that we "shall not be liable for any loss of or damage to any personal property while at the rented premises arising from any cause whatsoever, including, but not limited to, theft, mysterious disappearance, vandalism, fire, smoke, water, mold, mildew, hurricane, rain, tornados, explosions, terrorist acts, rodents, insects, Acts of God, the active or passive acts or omissions or negligence of the Owner, Owner's agents or employees."  Tenant's signed rental agreement should you need it is attached.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩