Homeowner and Albuquerque storage facility disagree on partial refund

Homeowner and Albuquerque storage facility disagree on partial refund

Member complaint

I moved my personal belongings into a unit at Devon Self Storage in Albuquerque, New Mexico. Three months later, I returned and found the unit had been broken into. Several boxes had been tossed around, and two boxes had the tape ripped off. One box was completely emptied, and its entire contents were stolen.

I called the front desk and received an answering service. Forty-five minutes later, I received a call from a staff member who advised me to call the police. I did, and the officer filed a report.

The staff member still hadn’t arrived, so I went to the front office. He was serving another customer and had me wait 20 minutes. It felt like I was the last priority. We started walking to the unit when a different customer was having trouble with the keypad. He stopped everything to help. Finally, we walked back, and I showed him what had happened. We discussed the video camera, and it turns out their camera only stores video for a week, so we found nothing.

I explained that I wanted to move out and felt a partial refund was in order because they hadn’t delivered on the promise of security. I was told to talk to the manager. They offered me use of their truck for moving out. I asked him to have the manager call me when he got in. I loaded the truck with everything left in my unit and drove it home.

Five hours passed, and I still hadn’t heard from the manager. I called him and explained my position about a partial refund. He said he was just a property management company, and he’d have to talk to his regional manager. The regional manager said he felt there was no lapse on their part and explained that legally he wasn’t responsible. I told him I understood and that I wasn’t trying to make a legal case. It was a matter of customer service. He didn’t agree. I want a partial refund of $250.

Craig Alinder, Albuquerque, New Mexico

Provider Response

This is definitely not something that ever happens at our property. There was absolutely no evidence of a break-in, and we did everything possible to direct him to the insurance company and to the police. As a company, we do not insure customers’ personal property, and that’s clearly stated in the lease he signed.

Christopher Rodgers, general manager



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