Complaints

This profile includes complaints for Metro Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Metro Self Storage has 4 locations, listed below.

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  Metro Self Storage

  10 Lovett Lake Court Halifax, NS B3S 1B8

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  Metro Self Storage

  160 Thornhill Dr Dartmouth, NS B3B 1S3

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  Metro Self Storage

  25 Walker Ave Lower Sackville, NS B4C 3M1

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  Metro Self Storage

  42 Glendale Ave Lower Sackville, NS B4C 3M1

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:28/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Have been a tenant at metro self storage( walker drive location) for about 2 years. Recently went to access my storage unit to condense it all into one unit as I have a bigger unit in the same complex as well.
  Come to find my furniture covered in rat fesces to which I immediately notified them of the issue, sent them videos and corresponding pictures. They get back to me within a day, telling me their insurance policy does not cover rodent damage.
  
  
  Once I was told this I sent them an email requesting to cancel the lease effective immediately, I was told in order to terminate the lease I must move all of the furniture out of the unit in order for it to be considered terminated, failure to do so would result in the lease not being terminated.
  
  So in a nut shell they ruined all my furniture and now expect me to empty the unit with majority of the belongings covered in rat piss and shit just in order to cancel my lease.
  
  This has to be at the very minimum unethical and a health concern; in order to properly clean that unit and remove the belongings in there would require some personal protective equipment.
  
  Only business I’ve ever filed a complaint against in my life.
  
  When it comes to metro self storage: RUN

  Business Response

  Date: 12/09/2025

  Metro Self-Storage takes all tenant concerns regarding the condition of stored property very seriously. The complaint in question was first reported to staff approximately two hours prior to the review being filed. In accordance with company procedure, the matter was immediately escalated to the Operations Manager, who contacted the tenant the same day. The tenant was advised at that time to leave the affected items in the unit so that a proper inspection and assessment could be conducted.
  An investigation has been formally opened to determine the source and extent of the issue. These investigations require careful review in order to ensure an accurate determination of responsibility. Once the investigation is complete, the tenant will be notified of the findings.

  Customer Answer

  Date: 12/09/2025

   I am rejecting this response because:
  
  
  I understand in the lease we all store things at their facility at our own risk. However after requesting to cancel the unit I was told that I had to remove all of my items and take an empty picture of the storage unit in order to effectively cancel my unit.

  It’s one thing that all of my belongings are ruined, but I am not navigating through rat fesces and discarding my items for them. It’s not sanitary and I am not equipped to do that. I payed rent on this unit for about 2 years, the least they can do is remove my items and discard them. 
  

  What are we paying for? They can’t even guarantee your items not get ruined and then when they do get ruined it’s on us the tenant to handle it? I understand that legally this is fine because it is in the lease that I signed that it’s at my own risk, but when incidents like this happen and they do little to nothing to rectify the situation and look at you the consumer to right their wrong by emptying the unit yourself is wildly unethical. 
  

  I’m not the “Karen” type and have never complained about any business that I’ve dealt with in my life. But this is poor business and deems raising awareness surrounding their brand.

  
  

  Business Response

  Date: 15/09/2025

  When a client submits a notice to terminate their rental through our online form or with a staff member, an automated email is generated stating that the unit must be fully vacated and the lock removed. In this particular situation, when the staff member discussed the matter on the phone shortly after the concern was brought to our attention, it was instructed that impacted items should remain in the unit during the investigation. This approach ensures that Metro Self-Storage can accurately assess the source and extent of the issue.
  All impacted items have remained in the unit throughout the investigation. Once the review is complete, Metro Self-Storage will arrange for the removal of these items at no cost to the customer.
  

  Customer Answer

  Date: 15/09/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23809560, and find that this resolution is satisfactory to me.