Storage Direct Self Storage

My husband and I were tenants here for two and a half years. The staff has always been very helpful and kind. We never had any problems with our climate control storage unit. When we went to move out of our outdoor unit (after the purchase of our home) we discovered that it had been completely destroyed by rodents. There was urine and feces everywhere. I immediately called the office. They were very helpful and assured not to worry that we had their “Protection Plan” with up to $3,000 in coverages. She emailed me the forms right away and told me to photograph and document everything. I pulled out our copies from the file cabinet and saw that we did initial their plan and proceeded to file the claim. This particular unit housed all of our decorations for the holidays and all of our outdoor stuff. Homemade ornaments and gifts from my girls, inflatables for the yard that upon discovery had been eaten and nested in by rats. Our above ground pool had even been eaten… the whole liner destroyed by bite marks urine and feces. After having to dispose of almost every item and tirelessly documenting, we sent over our claim. This is where the trouble began. The storage facility was quick to hand over our claim but beware. The processing/insurance company they deal with have SEVERAL complaints through the BBB and online for bad business. They first said that they did not receive the pictures. I resent them multiple times, multiple ways and it took a week for them to confirm receipt. A week went by and still nothing. I checked the claims portal they provided us with and it had not been updated since the submission of our claim. I emailed again for an update. The claims agent finally responded saying the storage unit never turned in their side of the documents. I asked them why it took them weeks to notify us of this with no response. The storage unit manger replied and sent over their side. Then, within the hour the claims agent responded saying “we are prepared to offer $500 as per your protection plan” I was shocked and appalled. I once again pulled out our paper copies. No where was it stated. I began to scroll through the documents that the storage manger provided. And there buried was an electronic form with the full contract. In the fine print it disallows any coverage over $500 rodents or pests. Upon reading it further, this policy that we’ve paid on every month for two and a half years pretty much covers nothing for anyone. I feel completely taken advantage of. We have been essentially paying for our stuff to sit, rot and be urinated and defected on by rodents. There are some extremely shady and dishonest business practices going on here.

We had an amazing experience! The person who helped us Jennah was extremely kind and polite, which made us feel very welcome from the start. We truly loved the place, and the tour was absolutely amazing-very informative and enjoyable. Everything exceeded our expectations, and we would definitely recommend this place to others. We can't wait to come

This storage facility is always clean and staff is always helpful. Jenna in particular went above and beyond when I was moving units, which is always a lot of work and emotional. She was incredibly patient when I kept changing my mind. She provided amazing customer service!