Complaints

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

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ClearHome Self Storage has 16 locations, listed below.

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  ClearHome Self Storage

  303 S Broadway Ste 200-606 Denver, CO 80209-1558

• 

  ClearHome Self Storage - Coastal

  3818 Community Rd Brunswick, GA 31520

• 

  Clearhome Self Storage

  801 S Old Corry Field Rd Pensacola, FL 32507

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  Clearhome Self Storage

  1500 Freedom Self Storage Rd Unit 7 Fort Walton Beach, FL 32547

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  Clearhome Self Storage

  2614 W Highway 98 Mary Esther, FL 32569

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:03/09/2025

  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.

  Subject: Consumer Complaint ClearHome Storage Unfair Pricing Dear BBB,I am filing a complaint against ClearHome Storage (***********************************************************************************) for unjustified and excessive price increases on self-storage units.This company has a pattern of raising rental prices at least annually, sometimes multiple times a year, with no valid justification beyond "rental inflation." When customers question these increases, they are met with dismissive responses and no willingness to discuss reasonable pricing adjustments.I am requesting that the BBB review this companys pricing practices and consider rating adjustments or issuing a consumer advisory. These unfair practices take advantage of customers who have little flexibility to relocate their stored belongings.Please let me know the next steps or if further details are needed (The attachment shows the most recent rate/price increase for the storages we have had for many years now. We have remained loyal to this company, but constantly receive this increases sometimes multiple times a year. It is a consumer budget nightmare.)

  Business Response

  Date: 03/11/2025

  Dear *******, 
  
  Thank you for reaching out and sharing your concerns regarding pricing adjustments for your storage units. I appreciated a chance to speak with you over the phone. We truly value your long-term relationship with ClearHome Storage and appreciate the opportunity to address your concerns.
  
  At ClearHome Storage, we carefully manage our pricing structure to remain competitive while ensuring we maintain high-quality, secure facilities for our customers. While we understand that rate adjustments can be frustrating, these changes are necessary to cover rising operational costs, property maintenance, and ongoing facility improvements.
  
  We also want to clarify that, in most cases, the rates offered at move-in are promotional, meaning they are intentionally set lower than standard market rates. Over time, as the promotion period ends and adjustments occur, customers may perceive an increase in pricing, but in reality, these changes align the rate closer to market value. Even with these adjustments, your rental rates have remained below the current market value for comparable units in the area.
  
  That said, we have reviewed your account and have made the following adjustments:
  
  Your 10x20 units have been adjusted to $169.99 each (previously $182.99 and $173).
  Your 10x10 units have been adjusted to $95.99 each (previously $97 and $101).
  We hope these adjustments help alleviate your concerns. Additionally, if you are looking for further cost-saving options, we would be happy to explore alternatives, such as downsizing to a smaller unit if that better fits your needs.
  
  We appreciate your continued business and the opportunity to clarify our pricing practices. If you have any further questions, we would be happy to discuss them with you. 
  
  Sincerely,

  ******* *******

  Customer Service Manager

• Initial Complaint

  Date:12/14/2024

  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 reading his unit from clearham storage and we got locked they locked us into the unit for 3 hours and would not let us out so a Mexican with our way out of the unit and they try to charge us 1300 and said we broke the gate but the camera did not show me or my spouse breaking in her out of the storage unit however there's no police report filed on them to us the only way they let me back in my unit is my father if I find a piece of paper saying that I did it and I was partially responsible for it so I didn't felt peer pressure into doing this not to mention that I have disabilities then they put myself up for auction because of been so long for us to fall to get understanding about who did the gate thing from there the auction not go through so they call me and told me to see me invoice tell me that they make a payment and so I start making payments to him again want me to go over my storage unit to make the payment my stuff was missing so employee told me to follow the plane follow through support to get working with me fill out for the insurance get all that then come back into the office to send the paperwork back to him and they fired the girl and tell me that I cannot get the insurance claim and that's where I am with it now I want to lose my stuff and they stole all the rest of my stuff what do I do

  Business Response

  Date: 12/18/2024

  Thank you for allowing us some time to review your complaint before response. I wanted to ensure that the most accurate information is being provided as part of this response. 

  -After 10, the gate automatically locks until access hours start again at 6am. ******* was informed at time of move in, on 4/10/24 and 4/11/24 about the access hours both before and after her move in about the access hours. ******* was aware she should not be on property after 10pm.

  -On Tuesday, 8/20/24 ******* and her partner attempted to exit the property through the gate after 10pm. ******* has called that night to our call center to try and reach someone to get her out of the facility, and the call center reached back out to her but didn't reach her. Footage of the incident was reviewed and it was clear that ********* partner had tampered with the gate to get out of the facility. This video was sent to *******. 

  -Due to the tampering of our gate, a vendor has to be contacted to repair the gate. These charges were charged back to *******. ******* told ClearHome that she could not pay it, and worked with our asset management team to come up with a payment plan that ******* stated she could stick to. This is the document she signed. At the time of working with our asset management team, ******* is the one who provided the amount she was able to pay monthly to reimburse us for the damage to the gate. 

  -On 11/23/24 ******* informed the onsite manager that items were missing from her unit. The onsite manager provided her the Customer Report of Loss. However, it is unclear how the loss would have occurred since the unit was locked, the tamper tag was on the unit, and there was no evidence of a break in attempt. 

  -On 11/25/24 ******* completed the customer report of loss and provided the police report needed to file the claim. The Manager at that time did not complete the Manager Report of Loss, but did inform ******* that it is likely this claim would be denied because there is no evidence of a break in. The protection plan does not cover mysterious losses. 

  Despite ********* belief, the Property Manager working with ******* has not been fired, only transferred to another location out of state due to an available opportunity at another store. 

  We found that we need to help ******* complete her claim, so we have completed the Manager Report of Loss and have submitted the claim on 12/16/24. We apologize for the delay in submitting the claim, as ******* did provide the appropriate paperwork timely. We are currently waiting for confirmation on whether the claim is approved or denied. We will follow up with ******* on the decision this week, or early next week at the latest. 

• Initial Complaint

  Date:07/01/2024

  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.

  I never signed up for auto pay. They took $413 out of my account. June 5th I paid $175, I said do not save the card on file. there has been no contact between now & then. I never authorized anything to be taken out of my account. I have never been on auto pay. I never called them and said I wanted to change. June 15th they sent an email stating I was behind.. I never responded by phone or email. They took money out of my account.

  Business Response

  Date: 07/01/2024

  Hi ******* - Thank you for taking my call - it was a pleasure to speak with you and better understand your situation. To resolve this issue, I have voided out the $413.33 credit card payment that should be returned to your tomorrow. I also turned off autopay for future payments as discussed with you. As promised, I will look further into the phone call between you and ***** on June 5th to address the customer service experience concerns you brought to my attention.

  We have agreed to the following to get you caught up and avoid future issues regarding your account. You will make a payment today of $265.27 to get your account paid through June 30. **** will be giving you a call today to collect that payment from you before 6pm ET, when the office closes. On the call today, **** and you will determine a date next week, after your payday, to collect what is owed for July and to bring your balance down to $0. If you make your payment on the promised date, we will waive the July late fee. 

  You now have my direct number in case of any issues with this discussed plan. Wishing you a safe and happy holiday this week. 

  *****************************

  Customer Service Manager, **********************