Complaints
This profile includes complaints for SmartStop Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 105 total complaints in the last 3 years.
- 50 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/02/2025
Type: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 storage unit was broken into in a company refused to reimburse me.
Business Response
Date: 02/07/2025
Thank you for reaching out. Our district manager would love to discuss this matter further with you. Please give him a call at ************. Have a great day!Initial Complaint
Date:01/23/2025
Type: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.
I rented a storage unit from them in **************** ca. 2 hours after that the manager kicked me out for no reason. He said I was causing problems because my ex-wife showed up there and made a big ordeal over something and caused a lot of commotion. So I asked for a refund he told me no then I called and talked to their corporate office they said they would refund me and they haven't sent me anything at all and this has been longer than 9 months contacted him again today on January 21st 2025 left a message they do not call back please help me get my moneyBusiness Response
Date: 01/28/2025
Hello ***********, thank you for reaching out. To assist you more effectively, could you please confirm the name under which the unit is rented?Customer Answer
Date: 01/29/2025
Smartstop self storage has sent me a refund check once already but it was stolen out of my mailbox so they know that the unit was rented in my name this is why I'm asking for the refund check to be sent again it was never the first one was never accepted or cashed they said they were going to send another one and they have not and they keep stringing me along when I call please submit a refund check immediatelyBusiness Response
Date: 02/03/2025
Mr. **************** research into your issue uncovered the error that delayed the receipt of your refund. The refund was processed and sent to the correct address via *** and should have arrived on Saturday. If you have further questions, please contact us at ************.Customer Answer
Date: 02/05/2025
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,
*********** ******
Initial Complaint
Date:01/22/2025
Type: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 1971 **** truck was stolen from there property and they are doing nothing to help meBusiness Response
Date: 01/27/2025
Hello ******,
We understand that you spoke with one of our District Managers regarding your grandfathers truck and he confirmed that we do not provide coverage for vehicles. If there is anything else we can assist with, please reach out to us at ************.
Initial Complaint
Date:01/02/2025
Type: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 have been discriminated against in the worst way, at least I feel that way. Smart shop Self Storage has been the worst storage company I have came across in my 40 years of living. I have been asking and waiting on a call back in upper management to give me a call about the way there AZ district manager is treating people of color. I have also requested for a manager to give me a call for the past two months now but not one has. Instead of giving you a call back they just keeping adding fees to my account. They also have employees who will lie to you about your bill as well and over charge you. I would also like the calls screened for the way employees treat paying customersBusiness Response
Date: 01/07/2025
Hello *********, We understand that you spoke with one of our District Managers yesterday and will stop by the store on Friday to make a payment. Please call our customer service # at ************ if you need further assistance. Thank you!Initial Complaint
Date:12/02/2024
Type: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 From This Storage Unit For Only Two Month & Literally Everything Me And My Child Owned Had Rodent Facies Inside And On It . Ive Been Waiting On A Insurance Claim That Was Suppose To Take 5-6 Weeks And Still Nothing Theres No Way It Should Take That Long To Look At Images To ***** The Damage Seeing As You Only Pay Out Up To $500 For Rodents (I Paid For ***** Insurance) And Its A Guarantee Mice And Rats Will Be In And On Everything You Own No Matter The Storage You BuyBusiness Response
Date: 12/06/2024
Thank you for reaching out ******. The claims department reached out to you via email on 12/02 advising that the claim is still pending review. If you need additional assistance, please contact the claims department directly at ************.Initial Complaint
Date:11/30/2024
Type: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.
There is an error in the accounting of my 2 storage units. Both units have been paid in full for over a year. All of a sudden they are telling me I missed 3 months payment. I am missing this, that and the other thing. I emailed receipts of payment and yet there is still an issue. They finally got it together and said they had to re-adjust the account and take off all the added fees they put on. They wont accept my payment and no one seems to know what they are doing in this office. I have been calling every day, sometimes 2-3 times a day. Ive also called the corporate office and no one gets back to me. At this point my storage is up for auction. If I lose ONE item this will be grounds for a lawsuit and exposure of said incident. This is unacceptable and unprofessional and has caused way to much time, energy and stress in my life. We were told from the office that this is not the only such problem this company has. How can anyone trust their belongings in a place like this. I expect this to be resolved at once. I am done trying to resolve this on my own, this has been going on for over two months.Business Response
Date: 12/04/2024
Hello *****, Thank you for reaching out. To assist you more effectively, could you kindly provide the name, email address, and phone number associated with the rental units? thank you!Initial Complaint
Date:11/24/2024
Type: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 needed to cancel my storage contract for unit #C247 at **************************************** due to relocation. The contract, which started on 07/28/2024, required cancellation in person. I visited the location on 10/28/2024, the final day of my rental period, and successfully canceled the contract without issue. However, my card was charged $32 for the next month (November) on 10/27/2024 due to the autopay setup.The staff assured me that I would receive a refund for the November charge, and the move-out receipt confirmed this. Unfortunately, I have yet to receive the refund. I also sent a message through the locations online contact form to follow up, but I never received a response.Business Response
Date: 11/26/2024
Thank you for reaching out, your refund has been processed and you should see it back on your account within the next 5 business days. We appreciate your patience and hope you have a great day.Initial Complaint
Date:11/19/2024
Type: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.
We purchased a unit in August 2023 to remodel our entire house. Now after Hurricane ****** in November 2024 knocked out the power for almost a week all of the 2nd floor smelled like moisture and mildew, we opened our unit and there was mold on all of our things as I suspect the unit next to ours as well because it was all along the ceiling where an a/c pipe was running. Without an inspection being done they refuse to take any responsibility and I now have to remove all of our non-recoverable belongings and throw them out. Manager **** refused to give me corporates phone number as he didnt know it. This is extremely devastating to our family of 5 with 3 small children under 6 years old as weve lost all of our things due to nothing wrong on our part and I will be actively pursing a civil case against the negligence of this company.Business Response
Date: 11/22/2024
Hi ********, thank you for your feedback. Our District Manager will reach out to you to discuss your concerns. We look forward to speaking with youInitial Complaint
Date:11/14/2024
Type: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 went to their website to get a storage unit. I filled out the form and I did give them my credit card number. I thought that everything was complete, but they sent me to another page and fill out another application with the same information. It was too tedious, so I left the page. A few minutes later, there was a charge on my credit card, even though I did NOT sign the contract. I called their 800 number and told them that I wanted a refund, and the gentleman told me that I would have to go to the local facility to get a refund. I told him that if they are willing to accept payment online, then they can refund me the money the same way. He said that won't happen, even though he also said that I still won't have access to a storage unit until I sign a contract. This is fraudulent and I do not wish to deal with this company anymore.Business Response
Date: 11/19/2024
Hello, Naramsin. Thank you for contacting us regarding your refund. The refund has been approved and should be on your card within 5 business days. If it is not on your card by 11/26/2024, please reach out to our District Manager directly at ************. Have a great day!Initial Complaint
Date:11/13/2024
Type: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 being assured that if I moved out of storage unit early I would receive a refund for time not used I paid for a year in advance. after vacating unit 371 and receiving a move out receipt on 9/30/2024 that stated I was due a $372.50 refund it has now been six weeks and I haven't received my refund. I have called several times and have been told I would be receiving it soon.Business Response
Date: 11/19/2024
*******, thank you for reaching out! A check was cut and mailed via **** to the address listed on this complaint on Friday, November 15th. If you do not receive the check within two weeks, please check with your local post office. Please check back in with us if the check hasnt arrived after 30 days. Have a great day!
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