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

  2380 Fenton St Chula Vista, CA 91914

  
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  SmartStop Self Storage

  2845 E. Riggs Rd Gilbert, AZ 85298

  
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  SmartStop Self Storage

  3101 Texas Avenue S. College Station, TX 77845

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  Smartstop Self Storage

  7989 Rossville Blvd Nottingham, MD 21236

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:11/07/2024

  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.

  My entire home was placed into the Smart Stop Storage unit in ********************************. I moved out of state to ********** ***** and returned 8/31/2024 to retrieve my household items. Initially in the first month of my move, I was waiting on my paycheck and this caused a late payment on my account as well as my unit to go into "pre-auction" which causes the management of the storage unit to cut my locks off and lock my unit with their locks. I was paid by my employer, and my account was paid and in good standing, i then continued with monthly payments until my final moveout in August 2024.Since I was in ***** for 3 years I had no access to my unit whatsoever, upon my return to my unit. It was ran sacked, broken items and nothing else. My unit was completely empty, this is a 10x18 unit and was completely full to the door with my household items, furniture, clothing, tvs, lamps etc. When returning to my unit since I hadn't had access due to the lock change, the lock on my unit had to be cut off. I requested this and signed paperwork with **** the manager. Once the locks were cut, I opened the door and the entire unit was empty except for broken items. I reported this to the manager, **** as well as contacted the regional director ***** *** with both voice mail and text of the stolen items. I did not receive a call or any type of response from Smart Stop personnel. I then called the Corporation offices to complain and file a theft report. I also contacted and filed a police report of the theft to the Colorado Springs police department. I paid an additional fee to Smart Stop for insurance of my unit.they are denying payment of the $2k policy as they state this was not a "forced entry". We'll, it's not going to be forced when your staff have the only access to my unit and have the keys to their locks placed on my unit. Smart Stop claims is denying payment on this despite pictures of the inside of my unit. I need to file a complaint and ask for your assistance

  

  Business Response

  Date: 11/12/2024

  Hi ****, thank you for reaching out. After careful review, no negligence was found on the part of SmartStop Self Storage . At your request, we are conducting a review of this matter again. A member of the claims protection department will reach out this week after this second review is completed.Please direct any future questions regarding your claim to ************. Thank you.

  Customer Answer

  Date: 11/12/2024

  This response is inept as the unit was on their property, with my additional monthly payments of an "insurance" on my unit. Although the denial was for "no sign of forced entry" this is a mute point as anyone has access to lock cutters, obviously proven by their staff who had to cut the lock off my unit as I did not have access for the past 3 years. My property was in the location and theft was committed, leaving an EMPTY unit that once occupied a 3 bedroom home. The insurance was paid monthly as an additional option I chose for my protection. I travel with my career and have had these items in ********, Greeley and Longmont storage units without ANY sort of theft, damage or removed locks. This is a first time incident and isolated to this company and specifically this location as they have pictures of the items in my unit due to "pre-auction" as well as the cutting of my personal lock on this unit that was replaced by their lock which locked me out of the unit until balance was paid. I paid the balance to stop the "pre-auction", however I was in ***** and unable to replace their lock with a new lock of my own. 

  Because my personal property was in their unit that was supposed to be secured, this is their responsibility to replace and/or pay out the claim for the stolen property while in their care, as my  monthly payments were made to ensure that my property was not only secure, but ensure that it would not be stolen or damaged while in their unit. 

  

  Business Response

  Date: 11/21/2024

  Thank you for your patience as we reviewed your claim. After a secondary review, your claim was denied because there was no sign of forced entry. For an additional monthly fee, participants in our protection plan may receive compensation for loss or damage to stored property based upon the retained liability of the owner or property manager. The details of this arrangement and the associated limitations are set forth in your lease and corresponding amendment. We regret that you remain unsatisfied with this resolution. Thank you!

• Initial Complaint

  Date:11/02/2024

  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 was notified or told after not being able to go in to my property or view my property at the storage unit. My rent was increased by 50% I received no notification no mail or no email letting me know of a rent increase. I was in the office October 4. I never received any information. I spoke with the district manager and was never informed of an increase, and I was denied access to my property which was locked within their facility after I paid my rent, and I am not the only person they have done this to others

  

  Business Response

  Date: 11/07/2024

  Thank you, ****** for reaching out. We understand your frustration and hope to clarify. We realize that changes in rental rates can be unsettling. After you discussed your concerns with our District Manager, he agreed to lower your rate effective 11/04/2024. Please note, rental agreements with SmartStop are strictly month-to-month; therefore, rates are not guaranteed for any specified amount of time. With regard to rent changes, SmartStop informs customers of rent changes by the method of communication selected on their rental agreement at least thirty (30) days in advance. SmartStop regularly reviews its rental rates and makes rental rate changes to align with current market conditions. Proper notice is given on all adjustments. For the reasons mentioned above, SmartStop has followed the policies laid out in our lease agreement and, therefore,cannot guarantee rates will not be reviewed based on market changes.We apologize for any confusion and hope this clarifies the charges. Thank you

• Initial Complaint

  Date:10/30/2024

  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.

  On May 31st, 2024, I rented a storage Unit from the Smart Self Storage location at ****************************************** (I was told ************ location was headquarters by BBB ***** The agreed monthly rate for the 5x10 unit is stated at $110 per month. In addition, I am paying $24 insurance, for a total of $134 per month. In October 2024, I received a notice that my rent was increasing to $176 per month, along with the continued insurance coverage of $24 (same amount), bringing my monthly total to $200 per month.I contacted SmartStop and spoke to the **************** employee (*******) and ask why is my rent increasing so much, and what justification do they have for such a huge increase. I haven't had the unit 6 month to begin with. I was told that the $110 monthly rate was a "Promotional Rate". I advised SmartStop that this so called "Promotional Rate" is not noted on my Contract! Also told SmartStop that when I decided to use them, I asked the questions if this was "a temporary promotional or special rate". Back in May 2024, I was told "NO, this is the monthly rate." Hearing this allowed me to choose SmartStop. I keep being told that this was a "Promotional Rate" by SmartStop. Also that they have the right to raise the rent, per their contract, so long as they provide a notice. I can understand a small increase in rent after a year (for inflation). But this hasn't even been 6 months! I complained. I was then offered a modified rate of $143 plus the $24 insurance. I still find this too high! There is no valid justification. My contract says nothing about a "Promotional Rate". This feels like a BAIT AND SWITCH position by SmartStop Self Storage. I noticed many BAD reviews for this business on the BBB website regarding the UNETHICAL Business practice from Smart Stop Self Storage. Please help! Thank You!PS: To avoid any late fees, I paid the $200 amount for November, but would like resolution & reasonable rate (plus adjustment)

  

  Business Response

  Date: 11/04/2024

  Thank you for contacting us. Our District Manager has attempted to reach you. Please feel free to return the call at your earliest convenience. We look forward to connecting with you.

• Initial Complaint

  Date:10/02/2024

  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.

  Hello,My husband, ***** ******, rented a storage 2171 for me for a wonderful price and I was promised I would get the best deal for a long time. I understand the increase of the price and except it. But 150% increase? I am a loyal customer and its not easy for me to move. I just divorced, lost my job and this change is catastrophic for me. The advertising is misleading and dishonest.

  

  Business Response

  Date: 10/04/2024

  Hello, ******. Our District Manager has tried to reach you and address your concerns. We have been unable to do so. Please feel free to contact our District Manager directly at *************. We look forward to connecting. Thanks!

• Initial Complaint

  Date:09/18/2024

  Type:Billing 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.

  I reserved my storage unit in March, 2024. I didn't move in until April, 2024. My first payment made to Smart Stop was $83.91 on April 4th, 2024. In May 2024, my bill was $124. In June 2024, I paid $147.60 including a ***** late fee. The payment was late, as I couldn't access my account. There is a 5 day ***** period before you get charged a late fee. I tried to pay on the 5th day but was unable to access my account, due to a discrepancy with my name. The district manager agreed to take off the late fee for the next month if I paid the full $147.60. I noticed that my insurance fee went up by $1.00 but I never received an explanation as to why. I just paid the amount. My payment for July, 2024 was $125. August payment was also $125. Now in September the bill is $225. That is a 100% increase. That is insane. My husband spoke with the manager and the district manager of the store in ******, De to see if we could get that Sept bill reduced, as my husband has a unit at this location as well. He was told an increase letter was sent to the house which we didn't receive. We recently moved and have mail forwarded services in place. We have received multiple notices from smart stop since moving, but non of them mentioned any increase. The district manager offered to wave the late fee for this month and to reduce the payment for next month to $170 + but that doesn't help with this months payment. In my rental agreement, increases are mentioned. However, no percentage is given. A 100% increase is INSANE. I feel like I'm being robbed. I can understand $20, maybe $30 but $100 dollars is unreal. The manager told me the units are not meant to rented long term, and that they don't have any space left. So, I guess since they don't have the space to rob new customers with a higher price...We have to pay the higher price. This is wrong on so many levels. I plan to have my things moved out before this month is over. This increase happened on the 5th month of me renting my unit.

  

  Business Response

  Date: 09/20/2024

  Dear ***************. Our District Manager was able to reach you and resolve the issue. Should you require any further assistance, please dont hesitate to contact our District Manager directly. Have a wonderful day.

  Customer Answer

  Date: 09/20/2024

  
  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,
  
  Hanatu K-*****
  
   
  

• Initial Complaint

  Date:09/10/2024

  Type:Product 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.

  Leak/Repair Issue. Long-time tenant who relocated storage unit to 1014 on 4/28 & reported ceiling leak 2nd day of move in and again during 5/5 rain storm to Asst. **** at the time ********************. Subsequently reported and followed up with Asst *** ******, ***, ****, ? can't recall name & most recently with *****. Hydraulic crane/lift was onsite for weeks at that time for other repairs but failed to repair our unit 1014. Given ins claim pamphlet when reported again in August. Demanding repair be done before rain begins. SmartStop is also trying to increase rent $84/mo to $400 (6 mos.) later without repairing which we hereby object to and will not be paying. Email attached for reference.

  

  Business Response

  Date: 09/13/2024

  Hi ****, thank you for getting in touch. We appreciate your feedback. Our district manager will reach out to address your concerns. Thank you for your patience.

  Customer Answer

  Date: 09/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have reached out to me on 9.16 to address 1 (repair) and resolved issue 2 (rent increase) and find that this resolution would be satisfactory to me at this time.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

  Customer Answer

  Date: 02/13/2025

  Need help getting ProtectionPlus SmartStop Storage to pay out 2 pending claims for damages sustained after reporting leaking issues and discussing with Regional Mgr & their subsequent exacerbation with roof inspection but no repair after 11/3 reported incident from both SmartStop Site Ass't Mgr now Mgr ****** and myself. 2nd claim 11/11 after severe storm and contact again by SmartStop and videoed raining in unit and also witnessed by Reg. Mgr. Trainee. All items reported suffered extreme water, electrical, bird/rat p*** and even had wet, dead rats in washing machine and possibly dryer (didn't look) and need replacement. We've been long term tenants that moved to a larger unit that they apparently fully knew had leaking/water issues as they moved the former tenant to a unit across the way after multiple issues (personally spoke with her multiple times & also confirmed with SmartStop Mgmt). Eight weeks has passed from the filing and their response for ETA resolution and have gone dark and nonresponsive to my follow up attempts. Your assistance is requested and would also appreciate other suggested avenues to resolution. I'll be contacting Consumer Affairs as well. Thank you.

  

  Business Response

  Date: 03/31/2025

  Ms. ********* we have reviewed your account and according to our records, the payments for the 2 pending claims were sent on 2/20 and the checks have been cashed.  If this is inaccurate, please contact our store directly and speak to the District Manager who can assist you in resolving this issue. Thank you!

  Customer Answer

  Date: 04/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and can confirm payment was finally made & received after filing various complaints.  Unfortunately this is the action I had to take in order for Smart Stop & Protection Plus to resolve issues and make payment after waiting 8 weeks processing time. 

  
  Regards,
  
  **** ********
  
   

  
  

• Initial Complaint

  Date:08/22/2024

  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.

  Date of Burglary July 7th, 2024
  On this day thieves broke into my unit and stole more than 9,000$ worth of tools and tool boxes after cutting my storage unit lock latch.
  I paid the storage facility 49$ a month for 3 months totaling 147$
  The business promised to provide me with 2,000$, which is all they said my insurance qualified for.. I told them that would not even cover for half the tools they stole from me and they said 2,000$ was the most they could do as I pay 15$ insurance monthly.
  The nature of the dispute is Smart stop facility not being responsible and not having legit operatable cameras facing hallways/doors. They leave there fence open daily for the strangers to go in and steal whatever they can find, I have filed a police report and they said they will be checking pawn shops, online, etc. I was a victim targeted for my 1 out of 20 tool boxes in the world. Mac Tools Brand. What a shame and how disgusting that they do not have working cameras, security patrol, and leave fence wide open for anyone to enter storage facility without gate code.
  The storage facility has not tried to resolve the issue since the 7th and we are now going on the 22nd.
  Insurance agent said check would be sent out 4 weeks after I filed complaint. I messaged insurance agent and she says she will be going on vacation till the 27th, these people think this is a joke that is how I make a living! With my tools. For them to steal my whole life savings, and the Storage facility not even showing a care in the world, unacceptable!! I should be receiving my full 9k+ for emotional distress. I will not stop until justice is served.

• Initial Complaint

  Date:08/13/2024

  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 have a storage unit at their garden grove location on Western. I have an issue with the increase in the unit that I wasnt informed will double in cost after a short period. And the unit is infested with rodents. I have a phobia of rodents and been advised I have to file a claim and figure out what the rodents have damaged. Im not entering the unit!!! I have requested multiple times to speak to a manager and yet to receive that call.

  

  Business Response

  Date: 08/19/2024

  *************************************, our District Manager, contacted you today to address your concern and provide a resolution. Should you require any further assistance, please feel free to contact him directly. Thank you

• Initial Complaint

  Date:08/11/2024

  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 missed a payment on my storage due to the ******************** breach which caused me to be over 30 days late on my payment. When I gained access to my bank account I tried to make a payment to Smart Stop on July 2nd to find that my account had been assessed a lien and my storage would go up for auction. I explained my situation to an employee who told me to send an email and they would forward it to their district manager. Two weeks passed and I didn't hear anything so I contacted the store again on July 16th and spoke to ******* who assured me she'd send my information to the district manager. I didn't receive a call or email so I contacted the store again on August 6th and spoke to someone named ******* who I belive worked at a centralized call center, not necessarily the location I called directly. He stated they weren't answering and possibly helping other customers. At that time he took my information and issued a service ticket *****. It is now August 10th and still nothing. My items go up for auction in the next 10 days and I have been trying to resolve the account since July 2nd. I've sent an email with the letter from Patelco, I've called multiple times and still no resolution. There isn't anything of monetary value in the storage however there are personal items of sentimental value. I just want someone to email or call me back and kindly remove the lien charges and I can pay my account current. I've been trying to pay since July 2nd.

  

  Business Response

  Date: 08/15/2024

  Hello *******, our District Manager, has made several attempts to reach you and address your concerns. We have been unable to do so. Please feel free to reach out to our District Manager directly at **************. We look forward to connecting.Thanks

• Initial Complaint

  Date:08/06/2024

  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 signed a lease agreement with Smart stop storage facility at ***************************************** 5 2024 for a 10x20 storage unit in ********The fee was $279 + tax On August 1st 2024 I was charged $378 + tax I called smart stop and was told by their employee (**************************) that their is a clause in the agreement that they may raise the rent with 30 days notice in writing (by mail).But:1. This clause is 'cleverly' hidden at the end of a paragraph discussing extra fees due to late payment, damage to unit, cleaning fees etc. When I signed the lease I asked what is the monthly rent and was told it is 279 + tax. I was NOT told this is month by month etc and that it may be raised.2. I did not receive any mail from smart stop.3. I opted in (on my lease agreement) to contact by EMAIL. I have not received a single email from smart stop since I leased the unit.

  

  Business Response

  Date: 08/09/2024

  Hello, *******; our district manager was able to address your concerns and provided a resolution that proved satisfactory to you. If you would like to discuss your situation further, don't hesitate to get in touch with our district manager directly at ************. Thank you