I FEEL OTHERS SHOULD KNOW MY EXPERIENCE. They claim "Storing other peoples stuff and taking good…read morecare of it." which is ABSOLUTELY FALSE.
My unit (and 2 others) were broken into at 5am on a Sunday morning in July. I did not find out about it until almost 3 days later on Tuesday, by email, after 10pm when NO ONE was available to speak with personally since the office was closed. 3 DAYS after the burglary. I was told that another tenant noticed that the door of my unit was open and items were scattered about the corridor on Sunday morning, and that he called the office around 11am that Sunday, only to have to leave a message about the situation. Yet, NO ONE from the facility bothered to check messages and physically check the facility until the next morning after 9am. So my unit and remaining items were exposed for at least 28 HOURS. I got my list of missing items to them, with pertinent serial numbers, within days. I could have had it to them sooner had I known sooner of the burglary.
I REPEATEDLY checked every few days w/ management if evidence and video had been sent to the Travis County detective and was told it wasn't, but reassured that it would be sent very soon. I started checking in with the detective and found out she still had not received anything. Almost 2 weeks after the break in, I asked management again, and was told something to the effect that "I have been working 60 hours a week" and "maybe I am trying too hard to be the detective myself", and that the data would be sent. If one was working 60 hours a week, for almost 2 weeks after the burglary, I would feel that would be ample time to get evidence compiled and handed over to the detective; ESPECIALLY if the "other two victims never provided any information regarding their units or traceable stolen items", and since I "ended up being the only participant." So what was the delay? Management said they had been busy making improvements to the property since the burglary. But why wasn't evidence turned over to the detective ASAP to investigate SAID BURGLARY which prompted them to make these MUCH NEEDED improvements to the facility? I was beginning to feel that if there was a chance to recover my stolen equipment, that that opportunity was evaporating.
At over 3 WEEKS after the burglary, I was out of town and I checked in with the detective, and was told "The storage facility did not provide any footage", and again, that I "ended up being the only participant", and that the case was "suspended pending leads". This was UNACCEPTABLE. I had to send a VERY TERSE email to the manager and the general email of Morningstar Storage (which got the attention of the District Manager) telling them that they were obstructing/impeding the investigation, and that I expected evidence to be given to the detective within the day. This FINALLY got the gears turning, and even then, it took them 2 MORE DAYS to get the data to the detective. It had been almost 4 WEEKS before evidence had been turned over by management, and I felt that the investigation and possibility of recovering my equipment had just about evaporated. They had camera footage of the vehicle, but the lighting was NOT GOOD ENOUGH to get the license plate. What is the point in having cameras if there is not enough light to properly identify burglars? It was also admitted to me that my particular unit had an inferior door latch, and that they hadn't gotten around to change it with a stronger, more secure one that many other units had. The burglars had to cut off the door latch of my unit as they could not get by my discus lock. I also had to repeatedly call the office to tell them that the back gate was left wide open while I was tenant.
This kind of management from a business is ABSOLUTELY ATROCIOUS, NEGLIGENT, and IRRESPONSIBLE. The manager was even patronizing and EXTREMELY UNPROFESSIONAL writing, "I hope the free lock and rent discounts provided through September have helped offset the compromise...along with your insurance claim." I would ABSOLUTELY NEVER RECOMMEND using this storage company.
