Hank Investigates: Self-Storage

That green stuff on the desk is mold.

Rene Read
"We couldn't believe it happened."

Those black things on the couch are rodent droppings.

Elizabeth Messier
"It was gross, it was definitely gross."

The white fuzz on the dresser is mildew.

Lee McNeil Read
"It was heartbreaking."

This vermin-infested, mold-covered, mildewy furniture wasn't dumped and forgotten in someone's damp basement or mouse-ridden attic.

It was carefully stored in a place the owners thought would protect it…a self-storage unit.

Elizabeth Messier
"I spent several thousand just storing all the belongings."

But our investigation found that behind the locked doors and expectation of security is a big money business with little government oversight. It’s one that can leave customers more sorry than safe.

Rene Read
"Total loss. None of it was salvageable"

Look what Rene and Lee found when they rolled back the door of their unit:

Lee McNeil Read
"The smell hit you first. It was that moldy mildewy smell. It was a complete disaster."

Their expensive furniture was ruined.

Rene Read
"There was no way we were gonna put it in the house."

Hank, 7News
"What did you finally do with it?"

Rene Read
"I actually brought it to the dump."

Doesn't anyone inspect these places? We found that not only is there no state inspection--

Hank, 7News
"Are they licensed bonded by the state?"

Diane Lawton, Mass Attorney General's Office
"No. For self-storage places, no."

The attorney general's office warns:

Diane Lawton, Mass Attorney General's Office
"This is a space you're renting and it's your responsibility to make sure it's a good space."

What’s more - even the Self-Storage Association admits that it’s store at your own risk.

Jim DiNardo, Mass Self-Storage Association
"The renter packs it, controls what is going in and out, and puts his own lock on the storage room and therefore is responsible for what’s inside."

Problem is - only insiders really know what's inside.

Former self-storage facility manager
"It was awful. I didn't like lying to them."

This former manager of one facility - we've concealed her identity - admits she knew the place was teeming with mold and mildew-but she was instructed not to tell.

Former self-storage facility manager
"Basically it was all about getting the final sale…anything that would get them to rent, we were told to do."

So you're probably wondering: why didn't these renters get insurance? They did.

Elizabeth Messier
"I think it was a was a rip off."

Elizabeth Messier's stuff was destroyed with rodent droppings and urine.

Elizabeth Messier
"It was everywhere."

The only salvation was that she figured the insurance policy the storage company sold her would pay for the vermin damage. But her denial letter says, ‘Sorry. There's no coverage for vermin.’

Elizabeth Messier
"I don’t think its fair and people should know that."

We checked dozens of policies--and found many more items are excluded than included.
Missiles, earthquakes, volcanic eruptions were all covered.
But mold, mildew, and rodents were not covered.

Steve D'Amato, Center for Insurance Research
"In a situation like this, you have two choices, not buying the product, or buying a bad product. You can’t win. "

This insurance expert says: if you don’t read the fine print, you’re only buying a false sense of security.

Hank, 7News
When you looked at all these policies, what’s your bottom line?

Steve D'Amato, Center for Insurance Research
"My bottom line is these are exactly the kinds of policies insurers make a ton of money on."

So if you're storing your prized possessions, don’t just lock them away and forget about them. If you do, you may eventually find an unpleasant surprise.

Jim DiNardo, Mass Self-Storage Association
"You would want to check in every so often on your goods to make sure everything looks OK. It’s in everyone’s best interest."

Our investigation found a broad range of quality in these self-storage facilities. Because of that, experts warn that it’s critical to shop around before you turn over your possessions.