Life Storage

January 31/February 15, 2019 the utility trailer I had stored there that was completely locked and secured, was vandalized and damaged by forced entry. My belongs were stolen and others destroyed. The vandals spent so much time in my trailer, maybe more than one occurrence, they opened the vent. The facility staff/agents/employees/ representatives knew it had been broken into and damaged and did not notify me! From October 2016 to discovery of the vandalism February 2019, each month I checked on my trailer I would report if my locks had been attempted. I was continually assured they were working on improving security, that I should not worry. That was a lie: they were doing nothing to protect my property for the rent they were collecting. They induced me to feel a false sense of security and they have so many police reports on file for just such vandalization and the theft the local PD is going to take action against them. They refuse to take responsibility and do not care about the criminals having units on the premises and others climbing over the unprotected walls at night. My locks had been tampered with numerous times and each time I reported it to the agent in the office.

I want them to refund all the rent I have paid ($3701) and $1299 to cover repair of my trailer and pay partially for the damage and loss of my property inside the trailer. I want them to have to take measures to protect future tenants. I will never use them nor refer business to them. My letter to Life Storage and their subsequent refusal to address the issues speaks for itself.

I filed a complaint with the BBB which has turned out to be a useless organization which refuses to do its job. The BBB is paid for by the business and posts faulty ratings. Basically: bought and paid for.

Letter to Life:
Jamie I. Heron
4838 Ranch Estates Court
Las Vegas, NV 89139
Cell: (916) 807-4293

February 21, 2019

(VIA FIRST CLASS MAIL)
Life Storage
Uncle Bob's
Attn: Dave Rogers, CEO
6467 Main Street
Buffalo, NY 14221

(VIA HAND DELIVERY)
Life Storage
Attn: Frank Scinta, Area Manager
Office Manager
5555 S. Fort Apache Road
Las Vegas, NV 89148

Re: Vandalism of Haulmark Trailer/Theft of Property
Space 20 - 5555 S. Fort Apache Road Facility
Date: 1-31-19 to 2/15/19
Termination of Contract

Dear Messrs Rogers and Scinta:

February 15, 2016 I rented Space 20 at the above-referenced facility for my 20' Haulmark trailer. The monthly rate was monthly rate was $103.00. At that time, no information was offered by your agents, employees and representatives with regard to vandalism, theft or security issues at this facility. This was intentional.

In October 2016 I came to pick-up my trailer and noticed that the tongue and hitch had been lowered. I immediately went to the office and reported this to the agents, employees and representatives in the office. I was advised that a group of trailers had been stolen hours before my arrival and that my trailer had in fact been a target as well. No one from your facility bothered to notify me. I was, however, assured that the matter was being duly addressed and that further security measures were being looked into. These statements were in fact made to lull me into a false sense of security, inducing me to leave my trailer at your facility for your continued financial gain. I was provided with one month free rent due to this incident, further inducing me to keep my trailer at your facility.

Following the October 2016 discovery I invested in further security for my trailer consisting of a ball lock for the hitch which joined the ball-release lock that was already in place. I again spoke to office staff and was assured that further security issues were being taken.

Over the next few months, I personally delivered by rent check (which has always been on time) I checked my trailer and every lock (three (3) on the box), two (2) on the hitch). Routinely the locks would have been lifted in an attempt to open the locks. All my locks are heavy-duty Master locks designed to prevent unlawful entry to my trailer. Each time I noted tampering I would report it to the office staff. Each time I would again be advised that further security issues were being taken to insure the safe and secure storage of my trailer.

In the spring of 2017 I ran a 65lb steel chain through the wheels along with another Master lock to prevent anyone from stealing my trailer from your facility after noticing that the trailer had been raised, the locks lifted, and my chocks moved indicating yet AGAIN that my trailer had been tamped with. By this time I have SIX (6) locks on the trailer for security, doing all I can to duly protect myself and my property.

Each time I have been assured that your company, agents, employees and representatives that you are constantly working on the security of the premises. Your employees, agents and representatives have acknowledged numerous times that people come over the walls which you have failed and refused to secure via barbed wire, razor wire, or electric fencing, or even raising the walls. Your employees, agents and representatives have further acknowledged that other tenants of your facility have engaged in criminal activities targeting utility trailers, motor homes and RV's parked in rented spaces at your facility. I have photos of your "security cameras, " which are wholly insufficient. Your "security" is in fact non-existent. I have been advised on several occasions, the latest January 31, 2019 by the bleached blond Slavic-accented "manager" that the premises is checked daily, and that the "cameras" are in fact monitored twenty-four (24) hours. January 31, 2019 she even went so far as to advise that if she sees suspect activities in the night she comes down to the unit. I find this, now, extremely difficult to believe. There should have been cameras under the canopy over the parking spaces as well.

January 31, 2019 I paid my rent in person, as usual, at the subject facility. The individual referenced in the above-paragraph, made no mention that there had been any problems recently. I noticed that one of the back locks on my trailer had again been tampered with and I reported this to her. Again, there was no mention of recent problems. At that time, I checked all the locks, particularly the side door which was intact.

February 15, 2019 I intended to put air in the tires of my trailer. Upon usual inspection I noticed that the side door locking bracket had been CUT with what must have been bolt cutters. My belongings had been ransacked; containers opened and dumped; boxes ripped open and collectible items thrown and destroyed in the trailer. Several items had been thrown in the trailer including a 50+ lb camp stove which landed on antique furniture stored in the trailer causing damage; golf clubs had been thrown onto the pile; and several items STOLEN including a custom luxury camp latrine (built by my deceased husband), camping equipment, an RC boat which my husband had built and its crate; a Bass Pro Shop camp chair; various tools from our shop, and other items which were stored in the nose of the trailer which I will provide an inventory for at a later date. The vent on the roof of the trailer had been opened: either the vandals attempted to gain entry through the vent or they were in my trailer long enough and perhaps on several occasions to feel the need for ventilation! They also opened custom crates containing a large custom RC pickle-forked hydro boat and trailer my husband built. The vandals punched a hole in the top of the boat and shoved the antenna (attached to the remote control) into and through the body of the boat destroying it and any value: it had an estimated value of over $300! It cannot be replaced nor repaired.

I immediately went to the office and spoke the above-referenced woman. She immediately started spewing excuses and lies, contradicting herself at least 8 times from the time I confronted her until the time I hitched my trailer up and removed it from your facility at approximately 2:25 p.m. February 15, 2019. Your agent, employee and representative started saying that she knew my trailer had been broken into. I asked her why she did not contact me and she started with a poorly rehearsed bunch of lines:

• She called me. This is a lie as I never received any call from anyone at your company and I have the phone records to prove it. She stated this several times.

• It happened January 20, 2019, and she told me when I paid my rent January 31, 2019. Another lie: if I had noticed my trailer had been broken into I would have removed it then and a police report filed January 31, 2019. She stated this several times as well.

• She told me that there had been break-ins along the wall and all affected tenants were notified. She NEVER mentioned this to me.

• She told me further security measures were being taken (January 31, 2019). Again, this did not occur. We talked about her dog that she let die from being left outside in the summer heat!

• "Melissa" was in the office and heard her make these statements to me. Yet another lie or plain confusion of how many times she has told this story to other people. I paid my rent at 1:28:18 PM January 31, 2019 and there was no one else in the office but the two of us. I have no need to lie.

I asked this employee, agent and representative if she had looked in the trailer when she determined it had been broken into. She stated that she didn't because it was my "personal…" which made no sense, particularly in light of the fact that she stated she knew my trailer had been broken into yet did not notify me. I made her go to my trailer on the 15th so I could show her the damage. She refused to get into my truck, walking as slowly as she could while she texted like mad. She refused to come near or look in my trailer. She walked back to the office and I met her there in my truck. She immediately started furiously emailing someone which I assume was a superior at Life. Yes, I was infuriated and not holding back. She distanced herself from the whole thing yet she is supposed to be the manager!?

What is very alarming is: had this happened to my trailer on January 20, 2019 and I had not received any notice from your agents, employees, and representatives, I would have been just as enraged as I am right now. The fact that my trailer was broken into sometime after January 31, 2019, and your agent, employee and representative acknowledged it and no on bothered to notify me is beyond comprehension. The close proximity to the January 20, 2019 incidents proves further your lack of concern for security and my interests as a tenant.

I find it interesting as I was in the office dealing with your inept employee February 15, 2019 she hastily offered to close my contract and refund the month's rent. It is obvious that this too was rehearsed in order to deprive me of entry to the property and any right to investigate your "security" measures. I declined to protect my interests.

I have filed a report with the Las Vegas Metro Police Department ("LVMPD"). I am advised by Officer Salas of the LVMPD that your facility, 5555 S. Fort Apache, is constantly having theft and vandalism issues and well known my law enforcement. The fact that I was given false and fraudulent assurances of security in order to keep my rent coming in is in fact fraud and criminally malicious since you benefit from not only the rent but the criminal activities. Had your agents, employees and representatives been honest I would have removed my trailer from your facility and prevented the damage and loss I have to deal with. The items stolen and destroyed are IRREPLACEABLE.

I was forced to take my trailer directly to trailer repair facility to have the door locking system repaired, at a cost yet to be determined, in order to secure it since there was no way to lock the door and protect the items remaining in the trailer.

I have called Frank Scinta three times (twice 2/15/19 and once 2/16/19): as of this date, a week later, he has failed and refused to return my call or acknowledge me in any manner. I called your main office twice and was told that I would be hearing from Mr. Scinta or someone else. I have received no communication other than a notice via email January 25, 2019 that my rent was being raised for March 2019 (no mention of my trailer being vandalized) advising: "Your new rate is still lower than our current rate at the time of your adjustment...", and another notice that my rent for March is due (still no acknowledgment of the crime).

I hold Life Storage/Uncle Bob's and its agents, employees and representatives responsible for all the damages and loss caused to me and my trailer. Life Storage/Uncle Bob's is and was intentionally and flagrantly negligent. You know you have an ongoing problem at this facility, and perhaps others, for which you do nothing to rectify. You charge your tenants "insurance fees" if they choose to go with your insurance that is engineered to generate financial gain by you. I have my own insurance but I will not be forced to file a claim against my insurance when you knew, or should have known, that this was going to happen.

You, your agents, employees and representatives fraudulently induced and manipulated me, on several occasions, into trusting that you were in fact taking steps to protect me and my property against theft and vandalism while on your grounds. I have photographs of all the damage to the exterior of my trailer and the inside of the trailer, as well as many of missing items. I also have photographs of your "security" cameras.

The constant change in office personnel over the time that I have rented a space from this facility, and the blatant ineptness/incompetence and lack of integrity by management and staff speaks volumes. Life Storage/Uncle Bob's seems to have lost sight of the consumer, and obviously looks to its agents, employees and representatives to constantly lie to tenants for monetary gain. You victimize and allow the victimization by others of your tenants.

I have paid you in excess of $3, 701 for a parking space with no security from February 17, 2016 to February 2019: I will pay you no more. You have cost me greatly in damages that far exceed and compound that amount of money. You have intentionally failed and refused to provide the promised security for financial gain. You are a multi-million, if not billion dollar company built through your customers: built on ME. I am giving you a reasonable opportunity to address this issue with me. If you further fail and refuse to act in good faith, I will not hesitate to pursue all avenues to make sure that no one else goes through what I have.

I look forward to your response within fifteen (15) days from the date of this letter. I expect you to be forthright and show me that you do at least an ounce of integrity.

Sincerely,

Jamie I. Heron

Emails:

Life Storage Response
Anne Hughes
Fri, Mar 1, 6:43 AM
to me

Dear Ms. Heron,

We are in receipt of your correspondence dated February 22, 2019 regarding the vandalism and theft of your property.

We are sorry to hear that you experienced such frustrating series of events and felt that the situation wasn't addressed correctly. We pride ourselves on excellent customer service, and it is distressing to hear when a customer feels that they didn't receive full attention to their concerns.

Although we do have security measures, we do unfortunately experience thefts from time to time.

Your customer notes reflect that you would like a refund of the last month of rent. Is this accurate? If so, please confirm your mailing address and I will get a check out to you right away.

Again, we apologize that you felt that your experience with us has been less than excellent. I look forward to hearing from you.

Sincerely,

Anne E. Hughes
Senior Paralegal | Life Storage
6467 Main Street | Williamsville, NY 14221
ahughes@lifestorage.com | LifeStorage.com

Jamie H.
Attachments
Fri, Mar 1, 12:37 PM
to Anne

Dear Ms. Hughes,

You are mistaken. You have the highest rate of theft and vandalism in Las Vegas. Your flagrant disregard in your response is reprehensible. Your failure and refusal to address the issues and points in my letter are unacceptable. "We are sorry to hear that you experienced such frustrating series of events and felt that the situation wasn't addressed correctly. We pride ourselves on excellent customer service, and it is distressing to hear when a customer feels that they didn't receive full attention to their concerns", REALLY?

I want a settlement of the matter which includes refund of every dollar of rent ($3701.00) I have paid you, in addition to fees for repairing my trailer, and the loss amount from damage and theft of the contents. I strongly suggest you read the letter I sent carefully. I am hoping that Life Storage will not force me to pursue legal action but I indeed will. I have talked with several current and former tenants who also have sustained damage or suffered theft at your facility who have suffered damage and loss. The intentional and gross negligence of Life Storage, its agents, employees and representatives is unforgivable. The intentional failure to provide security and the lies about it speak for themselves.

It has taken you TWO (2) weeks to even acknowledge me. I am demanding $5, 000 in settlement; not enough for the continual anguish and resulting loss and damages. I have thirty-six (36) years in the legal profession.

Please respond no later than March 8, 2019 (the original 15 day period noted in my correspondence of 2/22/19). If a forthright and equitable result is not forthcoming from you I will pursue all avenues of remedy.

Sincerely,

Jamie Heron

ps: I have attached

2 Attachments

Anne Hughes
Fri, Mar 8, 6:20 AM
to me

Ms. Heron,

I understand that this is a frustrating situation; however, this life storage facility Life Storage has video surveillance and security system to deter these kind of criminal acts.

Further, as you are aware, your signed rental agreement expressly states that insurance is a requirement, as we do not cover losses relating to theft and/or vandalism.

I cannot approve your settlement demand of $5, 000.00.

Jamie H.
Fri, Mar 8, 1:55 PM
to Anne

Ms. Hughes,

Thank you for your response. You have made no forthright and meaningful attempt to negotiate a fair and equitable settlement the damages caused by your company's intentional negligence and outright fraud. Your "security system" is merely for show and nothing else as noted in my initial letter of 2/22/19. Therefore, you leave me no choice but to pursue remedy through further avenues.

Sincerely,

Jamie Heron