Melissa
I wish I had written this review sooner, but this experience has honestly been so upsetting that it has taken me almost a year to put it into words. I had just moved here from out of state and stored nearly everything I owned at this facility. My clothes, shoes, jewelry, TV, computer, electronics, toolbox, personal photographs, cards, letters… essentially my entire life was in this unit. It was only supposed to be temporary, but I felt comfortable leaving my belongings there for a few more months because my unit was directly within view of the security cameras. After not visiting for about a month, I came back to find that most of my belongings had been stolen. The units on both sides of mine were empty. Someone had cut through the chicken wire at the top, climbed into mine, and removed the nut from the lock that I had purchased from the office. After stealing nearly everything, they put the lock back in place so it appeared untouched. This was not a grab and go. It would have taken multiple trips. When I reported everything to Patrick and asked if there was anything he could do, including reviewing the security camera footage, I was told it would take months to review the recordings. He quickly dismissed me and went off to help another customer. I knew this guy wasn’t going to do anything and I felt helpless. I filed a police report immediately and went through my insurance, but insurance only reimbursed a small fraction of what I lost. Some of the items could be replaced. Many couldn’t. Family photographs, letters, and other personal belongings are gone forever. There were also a couple of things that still don’t sit right with me. When I first rented the unit, Patrick initially gave me a lock that wasn’t even in its original packaging, and it didn’t fit. I had to ask another employee for a different one. That was always really weird to me. After the theft, Patrick told me I needed to completely empty the unit before canceling my rental. I did exactly that and called to cancel. He told me he would take care of it, but I was charged for another month anyway. When I called again, another employee helped me and refunded the charge. I understand that theft can happen anywhere, and I don’t expect any business to prevent every crime. What disappointed me most was how unsupported I felt afterward. Losing nearly everything you own is devastating. Feeling like there’s little urgency or willingness to investigate only makes it worse. As you can see, my unit was in cameras view and it was conveniently located near one of the exits. I truly hope no one else has to experience what I did.
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