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Business Profile

Storage

Public Storage (Brantford Location)

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    On August 1, 2025, I attempted to pay my bill as usual to the storage facility. I was supposed to pay my bill the previous day by midnight to avoid the $50 late payment fee. I did not pay the bill because I was unable to access my account to pay it online. Upon realizing I was going to miss the deadline, I called Public Storage Canada (head office) to ask for their assistance. They informed me I could call the Brantford office in the morning to process the payment and that they would send a note to them explaining the situation. I was worried about the late payment fee, which they assured me would be waived in my favour. Fast forward to today (August 1st) when I tried to make my payment. They told me they had received a note; however, there was no mention of the 50 dollar fee being waived, and the call center had no authority to tell me it would be waived. They said they would not waive the late payment fee. I asked to speak with the manager. ***** said she was the assistant manager, and I could be happy talking to her. I insisted on talking to the manager again, and she abruptly hit a button that would connect me to the manager, I assume. I did not reach the manager, but was told by the automated system that the extension I wished to reach did not exist. I next called Public Storage Canada to apprise them of the situation and get some answers. They told me it was unacceptable that the managers were so rude to me, and wrote an email to the district manager saying I would like to speak to them about the situation. I asked about payment, and she told me to go to the location here in Brantford to make the payment, and reimbursement for the late fee could take place after I spoke to the district manager. So my parents and I went to the facility to make the payment. While I was there making the payment, they were rude to me, laughed at my dad, mom, and me, and after I made the payment, they said my new month was due and they would not let me into my storage unit.

Public Storage (Brantford Location) is NOT a BBB Accredited Business.

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