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:02/01/2024

  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.

  On Jan 31, **** beginning at approx 11:00, I was looking over my payment receipts and noticed one of my four units that I rent at the *********** location on *************** wasn't paid. I requested a payment link, per usual, to make the payment before midnight. I received the link and prepared to pay, when I clicked the link, the lead to a page that says there was NO information about my accounts. I tried several more times, sending myself the link and opening the link. (See attached email of me receiving the link) but was told that there was NO information about my accounts.So, I tried making the payment via phone FIVE times. Each time, I was told that there was NO information about my accounts. This caused my account to go into Lien status, making my payment more than double the amount. My checking account was hacked and I no longer use auto pay, but I called customer service again at approx ***** on ******, and the young man, who's name escapes me because he didn't repeat his name after I asked for clarity, he said that the system was down at the time I was trying to make my payments and he would leave a note for someone at my location to know of this.I called customer service THREE times just trying to get someone to get back with me regarding this issue to no avail.(See phone screen shots)I should not be penalized for attempting to make the payment on time. If the company's system.was down, per customers services...and or if the phone payment system was not accepting my payments as well.I tried the avenues available to me at the time to make good on my account.

  

  Business Response

  Date: 02/05/2024

  Thank you for reaching out and expressing your concerns. Our District Manager attempted to reach you but has not heard back. Please return his call at your earliest convenience. We hope to speak to you soon

• Initial Complaint

  Date:02/01/2024

  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.

  SmartStop self storage more than doubled my rent. That is exorbitant and there are other storage places for less. I assumed they enticed me with a lower price at first, but this kind of corporate greed is excessive.

  

  Business Response

  Date: 02/05/2024

  Thank you for reaching out and expressing your concerns. Our District Manager attempted to reach you but has not heard back. Please return his call at your earliest convenience. We hope to speak to you soon.

  Customer Answer

  Date: 02/11/2024

  
  Better Business Bureau:

   

  I spoke by phone with their mgr., *****, he offered a refund and monthly price reduction. I have not seen the refund on my cc acct. yet and I am waiting for that.

  
  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:01/29/2024

  Type:Order 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 monthly charges have suddenly and unannounced gone up by over 100% from just over $200 to over $317 ! There was no prior warning of that high an increase. I was advised that the initial rate would be changed within the year but not that it would more than double. In ******, I believe that large an increase is not allowed by any type of business.

  Customer Answer

  Date: 01/29/2024

  As advised online I am writing to have this attached to my complaint:
  
  This is a correction.
  
  Re: my complaint about SmartStop Self Storage
  
  When submitting my complaint and request for rate change and refund, I inadvertently typed over 100% when I meant over $100.
  Please attach this email to my complaint document to clarify the situation.
  
  Thank you for your attention to this matter.
  
  Regards,
  E.A.(*****) Canivet
  
  Sent from my iPad Pro

  

  Business Response

  Date: 01/30/2024

  ******************, thank you for reaching out and providing feedback. Our District Manager reached out and reviewed your rental increase. As an act of good customer service, he agreed to adjust your rate from $269 to $219. We are glad that you are happy with this adjustment and that our District Manager was able to address your concerns. Please understand that 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. SmartStop cannot guarantee rates will not be reviewed based on market changes. Thank you.

  Customer Answer

  Date: 01/30/2024

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:01/15/2024

  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.

  Staff and Management does not allow me get my things, ivebeen bulled and for no reason have told to leave the property, fees are beening applied for no good reason, staff look like they are on Drugs and very rude and agressive.District manager refused to call and help me with this issue over and over.

  

  Business Response

  Date: 01/18/2024

  Thank you for your feedback, ********************. Our District Manager contacted you and made an agreement that satisfies both parties and avoids a lien sale. If you have any questions, don't hesitate to contact a customer service agent at ************.Thank you!

• Initial Complaint

  Date:01/15/2024

  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.

  I was at my storage that I just that same morning Jan 14,2024,moving in. My soon to be ex wife showed up and came onto the property, how she got in I do not know. She was making a scene by yelling and then she left. The person that works there came out and told me he's kicking me out and has to talk to corporate to see about a refund but it's unlikely since I was kicked out. This employee was rude to me and very unprofessional. He had no right kicking me out I did not let her in or ask her to come there. Please help.

  

  Business Response

  Date: 01/18/2024

  ******************, thank you for reaching out. Our District Manager has attempted to reach you and address your concern but has been unable to make contact. As a courtesy to you, our District Manager has agreed to issue a refund of your first month's rental charges as you did not occupy the unit. The refund has been issued as a check and mailed to the address on file. Please get in touch with our District Manager directly if there is a change of address. Thanks.

• Initial Complaint

  Date:12/19/2023

  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.

  My problem is with all of the burglaries. My unit was broke into on December 17 2023 . This is not the first time. I am not the only one to get robbed either. After numerous break-ins the company does not do much to prevent further damage. I used to have so called"unit protection" but dropped it because after jumping through all of their hoops to file a claim I was denied. I believe this is neglect and would like to be compensated for my stolen property or a refund. I would hate for anybody to go through what I have but it seems nobody is safe at smartstop.

  

  Business Response

  Date: 12/27/2023

  Thank you, ****************, for reaching out. We further reviewed your case and your claim was denied due to lack of evidence that a break-in occurred. Security is our top priority which is why our ******** location has limited access hours so staff is always on hand. In addition, the site is monitored by a third party through live cameras at all times when our site is closed. If you have any questions or further concerns, please feel free to reach out to our customer service agents at 999.977.8672.

• Initial Complaint

  Date:10/27/2023

  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.

  This business at ********************************************************************** sold my belongings illegally. They did not send me any paperwork to my residence that I provided a new address on the new lease I had signed several months ago. They sent paperwork to somewhere I lived 3 years ago. I provided them with my new address. I never received anything not even a email. I want this issue addressed asap. Iam contacting consumer affairs next for bad business practices.

  

  Business Response

  Date: 10/31/2023

  Thank you for reaching out, ************. We value your feedback. Our Regional Manager will reach out to discuss your concerns.

  Customer Answer

  Date: 10/31/2023

  I haven't heard from anyone

  

  Business Response

  Date: 11/03/2023

  Thank you for your follow-up, ************. We have followed up with the Regional Manager, and he should be reaching out today to discuss this matter further. We appreciate your patience. Thank you.

  Customer Answer

  Date: 11/08/2023

  They spoke with me one time and now have not answered my calls. I have screen shots of a company employee on chat stating where they sent notices and it wasn't to my address even tho they had my new address. They sold my protected property which is prohibited by law. Now my family and myself have to worry about identity theft. 

  

  Business Response

  Date: 11/20/2023

  Thank you for your follow up *************. Our Regional Manager has contacted you and provided you with his direct phone number. Thank you.   

  

  Business Response

  Date: 11/29/2023

  Hello,

   

  We are an accredited business and wanted to follow up on Complaint ID: ********. I have been closely monitoring this complaint, and today, it showed that action is needed on our end, dated 11/18/2023, requesting additional clarification. However, we have already responded on 11/20/2023. Our team has spoken multiple times with the customer to resolve the issue, and she mentioned she will call them back to discuss this after she can get her thoughts together and speak with her husband. Please let us know if we need to clarify this in our response.

   

  Thank you!

• Initial Complaint

  Date:10/26/2023

  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 had gotten a storage unit for my family and all our belongings but the manager said that I had to put it in someone else's name because she didn't want to get in trouble for getting a unit there since I had previously had one. So my friend put it in his name for me but I paid for it. I had fallen behind because I ended up homeless for a brief time and couldn't make the payments. As soon as we got a place to stay I started making payments for the unit. They just took a $500 payment on October 16 2023. Had a reaming balance of $473. On October 24th I had told them I was going to pay the balance and get my stuff out of there. They put my unit up for auction I had bid on my own stuff and won, they canceled my winning bid and gave my unit to someone else but still took my $500. All my belongings were in that unit personal things stuff for school, my son's clothes so now he doesn't have any clothes but the few things he manage to get out. I would like help getting my belongings back because they did this auction illegally. I wasn't posted like it should have been and my friend never got notice that it was going to be auctioned since it was in his name. I had the money to pay for my unit but they couldn't wait for me to get the funds out of the bank. They never have given any one my friend of my self a printed out contract. So we don't even know who signed for the unit.

  

  Business Response

  Date: 11/03/2023

  Thank you for reaching out, **************. We have notified the District Manager, who has attempted to reach the leaseholder (tenant) listed on the account to discuss the matter. To protect the privacy of our customers, we are only able to discuss account information with the tenant. Please have the tenant contact us at ************ if they would like additional assistance.Thank you.

• Initial Complaint

  Date:10/26/2023

  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 purchased a storage unit, unit ****, 10x10 in March 2023 from Smartshop Self Storage in ********* ** when I was preparing to move to **. My job took me to ** in May and I kept my bill paid. I paid over $561 to the property on 10/14 to stop auctioning off on my property in the storage unit. I received a voicemail from the property stating that my unit was empty. I am in ** and did not give anyone access to my unit. Due to their negligence, my belongings were taken out of my unit without my permission.

  

  Business Response

  Date: 11/03/2023

  Thank you for contacting us ******************. Our District Manager reached out and settled this matter directly. If you require additional assistance, please reach out to us at ************. Thank you.

• Initial Complaint

  Date:10/13/2023

  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 numerous issues with this facility. First of all, the storage facility is disgusting. It is a pretty new building with a lot of fancy security (you must enter your code everywhere), but it is gross. There is trash EVERYWHERE. There was a soiled diaper in the parking lot someone ran over. The elevators are so grimy, they look like they haven't been cleaned in weeks. The floors are also equally disgusting. Also, imagine my surprise when I had to ride in a pitch-black elevator because the light was out. There were also people propping the doors open. Tell me again why we care so much about entering access codes everywhere if the doors are propped open? Let's not forget the restrooms. I attempted to use the restroom once, and I immediately regretted that decision. It was in terrible condition. Now you have to use your code to use the restroom. But if staff has gone home or isn't working (ie Sunday) the restrooms won't open. Completely ridiculous. Now today I get a phone call from ******* at Smart Stop reminding me my payment is late. I always pay on the 15th because it's when I get paid. I told him I was aware, and I knew I was incurring a late fee of $15. That's what it is every month. I pay $115. Todday ******* tells me I owe $135. For what, I ask? He doesn't know. He can't explain anything to me other than, "that's what it says on my screen." I ask for the Manager. She's out. Just like every other time I have asked for one. This place is a joke. The facility is poorly managed and maintained POORLY. And the employees lack the knowledge they should have, before calling customers.

  

  Business Response

  Date: 10/18/2023

  Hello ****************,
  
  Thank you for reaching out to us. We understand that you spoke with *****, our district manager, who explained the rent increase and addressed the vandalism that has occurred at the location, including the elevator. We pride ourselves on keeping our facilities clean and safe for our customers and are dedicated to repairing any damaged equipment. Unfortunately, in order to reduce the chances of vandalism to the restrooms, weve had to limit access to store hours. We apologize for any inconvenience this may cause.