Complaints

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

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  SmartStop Self Storage

  10 Terrace Rd Ladera Ranch, CA 92694-1182

  
• 

  SmartStop Self Storage

  28322 Airoso St Rancho Mission Viejo, CA 92694

  
• 

  SmartStop Self Storage

  7611 Talbert Avenue Huntington Beach, CA 92648

  
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  SmartStop Self Storage

  580 E Lambert Rd La Habra, CA 90631

  
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  SmartStop Self Storage

  13788 W Greenway Rd Surprise, AZ 85374

  

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:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I rented a storage unit from this location, one of the perks was they said its a secure location and close to my work. My unit was broken into and a lot of belongs were stolen. Even handmade keepsakes from my children. This business makes you pay for insurance which I understand but now the insurance is denying the claim saying they are not liable. There are no cameras in the back which is where my unit was and there are homeless all over that area. It was their job to keep things secure. Someone cut the lock off my unit and stole my belongings. How are they not liable?

  

  Business Response

  Date: 04/30/2025

  Dear *** *******,

  As there was no evidence of a break-in, your claim was denied. You indicated that you would come to the site the next day to file a report, but did not do so. The store manager called and reminded you to contact us. You said you would be there the next day, but did not appear. We left a voicemail asking you to contact us with details, but we have not received a response.

  Customer Answer

  Date: 04/30/2025

  I never received a phone call other than the original that told me the unit was found unlocked and they had placed one of their locks on my unit so I would need to come into the office the next time I wanted inside my unit, to get a key. That was the only phone call I ever received from the business. I was out of town due to work and couldn't come in to check on the items. I told the manager that at the time and he told me he would make sure it was locked up to just come see him when I was available.  When I was able to go in, he told me they never found the lock and that they had a very bad homeless issue. Which is evident when you walk around the facilities. There are numerous holes in the fence and areas where the fence is broken from people climbing over. The manager told me they had many break ins especially on the backside, which is where my unit was located, due to low lighting and no cameras in that area. As that is the path the homeless walk to get to a close encampment. Regardless,  I paid for insurance for this reason. My unit was robbed, my belongings were taken without my knowledge. 

  

  Business Response

  Date: 05/08/2025

  Ms. ******** per our records the unit was found unlocked on 6/22/24. During our call with you, you stated you had forgot to place lock on unit. One of our red locks was placed on the unit until such a time as you could come by and replace the lock. On 7/21, we changed our red lock to a customer lock and held the key in the office for you. You paid for that lock on 11/29/24, and the possible break in was called in the next day.Please feel free to contact the store directly if you have any questions .

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I am writing to express my serious disappointment with the treatment I’ve received from your staff, specifically Assistant Manager Chris and the Store Manager.
  
  I began renting unit 2105 on March 10, 2025, and from day one, I felt uncomfortable due to Chris’s attitude. Instead of treating me like a valued customer, he spoke in a condescending, authoritative tone that made me feel as though I was being investigated.
  
  The first incident happened after a long workday and two-hour drive. I entered the facility through an open gate, and Chris confronted me rudely, saying, “Don’t do this next time.” His tone was disrespectful and unnecessary. When I expressed how his behavior made me feel, he continued to speak in a dismissive and commanding way. Even if I had made a mistake, I deserved to be addressed respectfully.
  
  On April 11, 2025, I was again made to feel uncomfortable. Chris approached me and stated, “We are closing in 25 minutes,” once again in a confrontational tone. I chose not to engage further and instead called the manager. Unfortunately, she was even more aggressive and refused to listen to my concerns. She stated, “I don’t have time for a customer like you,” and threatened to close my account, saying she’d “find my info which was alarming given the sensitivity of my personal information.
  
  This type of behavior is completely unacceptable. I’ve never experienced such treatment in any other storage facility. As a result, I am vacating my unit and requesting a full refund for the most recent month’s charge.
  
  I urge you to address this matter seriously and take appropriate action. No customer should be treated with such this way
  
  So I will be happy to be charged prorated for exactly about days I stayed

  

  Business Response

  Date: 04/16/2025

  ***** we are sorry you were dissatisfied with
  the level of service you received at our store.  We pride ourselves on
  delivering exceptional customer experiences and take your feedback
  seriously.  We have processed your refund (4/12/25).  Please let us
  know if there is anything further you need. 

  Customer Answer

  Date: 04/17/2025

  I am writing to formally request a full refund for my rental, including the remaining insurance balance, due to extremely poor conditions and unacceptable treatment at your facility.
  
  
  The storage unit was unsanitary and poorly maintained, leading to damage to several items, including books affected by rats. I had to sanitize many belongings, which cost me time, energy, and ruined my weekend.
  
  
  More concerning, I was subjected to unprofessional and intimidating behavior by staff. I was told my personal data would be collected just for requesting a cart, which felt like a clear misuse of information and a violation of privacy. Additionally, I experienced verbal threats from a manager and felt ganged up on by multiple staff members, creating an unsafe and hostile environment. This behavior felt targeted and discriminatory, and may constitute a hate crime.
  
  
  I am therefore requesting the following:
  
  
  A full refund for the rental and the pending insurance refund.
  A written apology and explanation of steps being taken to prevent such issues.
  Confirmation that my personal data is no longer being accessed or misused.
  
  
  
  
  If I do not receive a satisfactory response within 7 business days, I will escalate this matter to consumer protection authorities
  
  

  

  Business Response

  Date: 04/23/2025

  Hello - An additional refund of $17.90 has been processed. Our district manager attempted to reach you, but your voicemail was not set up, so he was unable to leave you a message.

  Customer Answer

  Date: 04/25/2025

  I did not receive any missed calls from the self storage business and I am insisting to speak with the district manager

   

  please reschedule out to me **********

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  This is the second complaint I am filing. Initial complaint was 11/30/24 to the BBB. There is a problem with the ****** location, and not only with me. Every time I go in there someone is complaining about something. They cant keep their books straight. Even when I showed proof of payment with receipts and bank statements they still told me I didnt pay. After hours on end, e-mails, phone calls, office visits, contacting the BBB. They ended up owing us money! I am 87 years old and had to spend endless hours including driving from ***** to ****** to go into the office with receipts and documents. Now after over two years of paying for TWO storage units 630 and 580 at the same time every single month they mistakenly only took payment for one. I gave them my debit card and told them I was paying for both units and the girl only charged my card for one without my knowledge or consent. They made a mistake and even said they made a mistake. When I went to move my stuff out of storage after living in motels I couldnt get into my unit because they told me I didnt pay! I had to cancel the moving truck we paid. They added all kinds of late fees because of their mistake once again and I didnt have the money. I have the money to pay the units but not enough for all the fees that they accumulated and tacked on due to their continuous mistakes in the office. Again, I am 87 years old, I moved into an apartment a month ago but have no bed, no furniture, no clothes, no utensils. I am sleeping on a blowup bed in severe agony. They are set to auction all of my life belongings on 4/23. If this happens I will contact every news station and social media to let people see what this company has done to me. I have all of my receipts and documentation of every clerk I spoke to.Surely there has to be some kind of medium we can reach here due to all the mistakes made from the office. This is unfair, unprofessional, unacceptable and inhuman. How can you do this to people.PLEASE HELP ME.

  

  Business Response

  Date: 04/11/2025

  Ms. ****** we have confirmed that you were able to connect with the store and District Manager and have resolved your issue.  Please let us know if you have any questions.

• Initial Complaint

  Date:04/06/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  They are not respond to phone messages or calls or emails. those last things that's my kids own. Company managers and auction site were repeatedly told and have been aware of this being illegal auction and the opposition to lien sale form was sent and it needed to be taken to court to sale. The company policy states that sales are to be cancelled if tenant shows intent to cure but yet they try to sale anyways then threaten to throw things away. Documents available, including opp to lien letters copy's and proof of services emails and signed statements from businesses and individuals who mailed out the opposition to lien sale forms. storage company as they are not responding. A disabled person in wheelchair no power no phone hit by a car In a tent. But company won't communicate in only way to communicate. Company has been offered two coming up payments of 1. $200 2. $500 totalling $700. Of the $1300 owed leaving $600 to be paid three weeks after second payment plus an additional year payment when her $100,000 settlement check arrives. So payment in full in five weeks give or take plus a years rent on top of that. Have has been trying to move storage to smallest unit to not only save money from accusing but to also free up the unit for income as it will be available to rent to someone else's since January but to no avail. ************

  

  Business Response

  Date: 04/08/2025

  Ms. ******* our store has notified you of the auction dates and did work with you to allow for several payment promises to be fulfilled. Unfortunately, we did not receive any payment and had to proceed with the sale of the unit.  Our District Manager would be happy to speak with you and can be reached at the store if anything additional is needed.

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  I am writing to file a formal complaint against SmartStop Storage located at ********************************************** regarding a burglary at my storage unit and the companys subsequent lack of response. The incident took place between July 2024 and February 17, 2025. My unit was somehow broken into despite having a very secure lock on the door. Following the burglary, I promptly reported the incidents to the ****************************************. Concurrently, I contacted both the local management and the corporate office of SmartStop Storage to initiate claims for my stolen belongings. Despite numerous attempts over several weeks, I have not received any acknowledgment or response from the company. Upon reviewing online feedback, (through Yelp) it appears that burglaries are a frequent occurrence at this facility. The frequency of these thefts and the lack of forced entry suggest potential internal involvement. Reports from other storage facilities have highlighted instances where employees manipulated records or misused access privileges to facilitate thefts. The companys failure to respond to my repeated inquiries is both unprofessional and distressing. This location needs to be shut down. The insurance company associated with the storage facility has been unresponsive. They lack a direct contact number for live representatives, and my voicemails and emails have gone unanswered. This aligns with reports from other customers who have faced difficulties when filing claims, raising concerns about the legitimacy of the insurance coverage provided. I seek the BBBs assistance in:1.Promptly addressing my claims for the stolen belongings.2.Investigating the storage facility and its associated insurance provider for potential fraudulent practices.3.Implementing enhanced security measures at the facility to prevent future incidents.

  

  Business Response

  Date: 03/17/2025

  Ms. *******,
  Our District Manager has made several attempts to reach you and has left voicemails with his direct contact information. We would like to assist you in resolving this issue. Please contact the store directly, and they will connect you with the District Manager for further assistance.
  Thank you, and please let us know if theres anything else we can do to help.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Rented storage unit through US storage for several months , went to retrieve items and noticed some of my things were damaged , i reached out to property manager **** in regards to this to file claim *** submitted all information needed called to check on status of claim for reimbursement and they had changed the name of company or sold to another owner without notice i have reached out to both companies and no one has seemed to help me with us saying they no longer own storage so would have to file through Smart stop self storage since they have took over property and all records. Reached out to them and they stated i would need to file claim with US STORAGE since they were who i were paying and it happened while renting from them , it has just been a bunch of back and forth and no one can help me and ive paid my money AND IM STUCK WITH MOLDED MATRESS AND DAMAGED TV DUE TO STORAGE UNIT HAVING HOLE IN ROOF AND MY KIDS AND I STUFF HAVE BEEN RUINED

  

  Business Response

  Date: 03/12/2025

  Mr. **************** you for reaching out to us. We're sorry to hear about the issue you're experiencing. Unfortunately, since the damage occurred while the property was still under the ownership of US Storage and your coverage was through them, we are unable to assist with this claim. 
  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  After repeated attempts, and repeated calls, I cannot log in to my account.

  

  Business Response

  Date: 03/06/2025

  Hello Mr. *************** you for reaching out. To better assist you, could you please confirm the name and email associated with the account?

   

  
  

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  I am writing to formally report an issue I have encountered with Smartstop Storage in Concord Ca regarding the handling of my storage unit following a break-in at their facility.
  On December 28, 2024 , my storage unit was broken into, and I did not become aware of the incident until January 4,2025 when I showed up to the storage. They had changed the locks and my unit was locked with one of there locks. Upon learning of the robbery, I decided that I no longer wished to continue my business relationship with the facility due to the breach of security and the theft of my belongings.
  Instead of providing me with the opportunity to retrieve the rest of my items, the facility locked me out of my unit and continued to charge me rent, assuming that i intended to maintain my account. I was not given a chance to make that decision, nor was I informed of my rights in this situation. I do not believe it is
  fair to charge me for rent on a unit from which i was denied access, especially after I was a victim of theft.
  Furthermore , I was informed that I needed to pay late fees before being allowed access to my belongings. Ultimately, the facility sold my storage unit, leaving me without my things and without compensation from the insurance company, which has yet to provide payment for my losses.
  i am now facing potential collections for unpaid rent and late fees that I believe are unjust. i kindly request your assistance in resolving this matter and ensuring that Smartstop storage is held accountable for their actions. I believe that I should not be liable for charges incurred after I was denied access to the rest my belongings.

  

  Business Response

  Date: 03/03/2025

  Ms. ******, we have reviewed your account and wanted to clarify the
  following.  Your lock was replaced due to damage and delinquent payment
  status. Your unit has been accessible to you during office hours to bring
  the account current and replace the lock. The unit has not been auctioned, and
  your items are still available.  We have made several attempts to reach
  you but have been unsuccessful. Please contact our office so that we can resolve your issue. Thank you!

  Customer Answer

  Date: 03/03/2025

  Im writing to express my dissatisfaction with the handling of my storage unit situation and to clarify my position regarding the charges. On DECEMBER 28, 2024 , the facility was broken into, and I discovered the incident  on January 4, 2025.

  Given that my rent was Due January 1, 2025, I felt it was unreasonable to pay for a storage unit when my belongings had been stolen. Unfortunately , I was not given the opportunity to communicate my intentions regarding the storage unit during this time. I understand the lock was changed due to the break-in, but the inability to access my items has compounded the situation. When I was finally able to visit the facility, I was locked out due to the late fees, I find this particularly

  unfair as my payment was up to date prior to the break-in and the circumstances are beyond my control.

  At this point , I am requesting that you allow me to retrieve my belongings without further charges for January, February and now March. I  believe I should not be responsible for any late fees or additional bills, as I have already paid for the month of December and cannot utilize the storage unit due to the theft.

  Additionally, I would like to know about the claim I have with the insurance company for my losses. I have not heard anything about the claim , and for the record the times you have reach out was only to charge me for the unit storage and when I tried to explain the manager or who ever I talked too was always rude and unhelpful , I even got hung up on . I wrote a email expressing my concern and feelings and never received a response. 

  Thank you

  ***** ******

  

  Business Response

  Date: 03/10/2025

  Ms. *******
  We are happy to work with you to find a resolution to this
  matter.  We have made several attempts to reach you but have been
  unsuccessful.  Our District Manager will continue to try to reach
  you.  Please feel free to contact the store and they will be able to
  connect you to the District Manager for a speedy resolution.  Thank you.

  Customer Answer

  Date: 03/16/2025

  
  
   I am writing to express my continued dissatisfaction with the outcome of our recent discussions. Unfortunately, I feel that there is nothing more to work out at this point.
  
  What I truly seek is not a call to negotiate a solution, but rather a clear resolution. Specifically, I am requesting confirmation that I will be relieved of all payments, that I will not be sent to collections, and that I can retrieve the remainder of my belongings. I also expect an apology for the rude and unprofessional customer service I have experienced.
  
  If these conditions cannot be met, I want to make it clear that I do not wish to discuss any further agreements.
  
  Thank you for your attention to this matter. 
  
  Sincerely,  
  ***** ******
  
  

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  My rv had the catalytic converter stolen at the ******************************** facility. Apparently several rv catalytic converters were stolen and several storage units were stolen. I want the storage facility to be held responsible for the damage to my rv. The company stated it was the fault of the police and security monitoring system for the incident.

  

  Business Response

  Date: 02/28/2025

  Ms. ******* our District Manager confirmed for you that this is a police issue and would need to be filed and processed through your vehicles insurance coverage.  Our policy states that all vehicles must be insured by the owner when stored at our facility and we do not assume the liability.  Thank you for reaching out and please let us know if there is anything else you require.

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising 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.

  My storage unit was broken into and no one told me until I was about to pay for it which was March 1st. I couldn't get to the storage right away due to the shooting and I had no vehicle so I had to wait until I could a vehicle. So I finally came and the lady I talked to told me also to get a police report done as well. Her and I wrote everything down that was stolen. So I went to the library had all the documents printed out and emailed to the claim department which was *****. The last time I heard from her was back in Dec saying that it will 6-7 weeks to process the check. Today I get an email saying if the claim is approved. I've been calling her and emailing her and she is the only one in the claim department. I have even called the main number asking for someone hire then her and they told me no one.

  

  Business Response

  Date: 02/18/2025

  Ms. ******** we are glad you were able to connect with our District Manager and determine the issue was an update on your claim.  As discussed, our District Manager will follow up with you once he receives an update on your claim.  Thank you for reaching out.

  Customer Answer

  Date: 02/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *******