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Melanie's complaint against Shurgard Self-Storage
Disgusted and a let down
Complaint against Shurgard Self-Storage
I hired a storage unit at the newly built Romford branch. A few months after hiring the unit I went there with my partner and we were over come with a strong pungent smell coming from a nearby unit. We were unable to stay as the smell was affecting my asthma. We went to the office to ask what was happening and we were informed that the floors in some vacant units were being resurfaced with solvent. There were no warning signs or notifications that the work was being done despite the health risks with using solvent in an unventilated area. It was several days before my partner and I were able to get back into my unit and even then we could not stay long. The solvent used had permeated into some of my items stored there and I had to remove stuff in order to wash and air them to remove the smell. I complained to the staff at Romford but their attitude was very uncaring and apathetic. I tried to contact head office but this was almost impossible. I had to contact another branch in order for him to contact an area manager to try and resolve the matter. It was over a 2 weeks before I heard back from the company despite sending several e-mails only for them to offer 2 weeks rent refund. I felt this wasn't enough to cover the cost of cleaning and replacing the items I had to dispose of and the inconvenience caused. I had hoped that they would offer at least 1 months rent refund but have not heard anything since. I feel that their indifference and uncaring attitude to what is essentially a health and safety issue.
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