Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:23/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Sentinel Storage facility in North Lethbridge for more than one year. On Nov. 21st, 2023 I went to the facility and found that four small boxes had been emptied, and I was missing two larger boxes. These were behind lock and key in the storage facility in a locker I rent and pay insurance to this company for. When I spoke to the management of the facility they told me that because there was no damage to the lock and the latch, that my losses were not able to be processed through the insurance that I pay to this company. I called the police who investigated, but was told that because there were no security cameras in the area of my storage unit (#***), they couldn't do anything about it. My complaint is this: I pay them approx. $80.00/ month, which includes insurance, to securely store my stuff, and now after having been robbed I am denied access to insurance that I have been paying, because the facility itself doesn't have proper security mechanisms. The reason why the police cannot do anything, and the reason why the company said I cannot utilize the insurance I pay them to help cover the costs, is because there is no video recording proof and there is no damage to the latch and lock. My contention is that the reason I am being denied insurance and help is because of the lack of security features that this company has utilized, while charging me to keep my stuff secure. It is not acceptable that there are no security cameras to keep my stuff secure. The lack of a decent locking mechanism, whereby the lock can be bypassed by simply unscrewing the latch it attaches to, its also not secure. I would like to resolve this issue through the insurance that I pay to this company, but to be denied because the lock was too easy to pick, or the latch didn't have sufficient damage, or cameras were not in use is unacceptable. I am being denied help that I pay for because of their mistakes. Lethbridge Police Case number : ******** Const. ***********************.

  Business Response

  Date: 04/12/2023

  Hello,

             We would definitely like to help our client in this situation. To answer some of the questions laid out, There are security cameras on the outside of her hallway door so we can see who goes in and who comes out of that hallway. Unfortunately ****** does not know when this supposed theft happened. We checked our cameras and our gate codes for two days of which we cannot see anyone go in that hallway after Atashi was in there. Also ****** mentions that the latch can be unscrewed when in fact it has nuts and bolts with no way to unscrew the latch. ****** does have insurance with us but unfortunately with no damage to her lock, unit or latch there is no proof of a break in. We can gladly send in an insurance claim for her but there is also a deductible of $500.00 and we are not sure she would be putting a claim in for more than that amount and it would probably not be approved due to lack of damages. If we can help in any other matters please reach out.

   

  Thank You

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

  Regional Manager Sentinel Storage