Complaints

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

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  AAA Self Storage

  1601 Brookford Industrial Dr Kernersville, NC 27284

• 

  AAA Self Storage

  3702 Groometown Rd Greensboro, NC 27407-7404

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:02/03/2025

  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.

  Since I had this storage building, several times they have up my price. They forced insurance price on everyone without asking as an option, going up in price. When I realized this at time (sick with cancer so is suppose to be auto pay) and realized it went up sky high, the mgr said it was "mandatory". (against law cause i was broker and know better)... much later a manager gave me credit but was short term credit, not all due me. specially since i already had such... ******* times they increase for no reasons and get charged from 149 ish back to 125. now this month ******ish something like that this month! It's never been steady charges! just crazy.....I have another storage someplace else 3 yrs longer and Never once gone though this.I would move my things, but just been too sick dealing with cancer.I have been denied to give who owns it or main office info out, so this can, be reported to main company, anyone can talk with them. These people in this location REFUSES TO SAY AND TELL WHO ***** THIS.And I get letters saying its going to be late if i dont pay or is late, yet it is on "their" auto pay. then i have to say I better not be charged late fees because THEY DID NOT TAKE IT OUT CORRECTLY.this month yet again, i have yet a new cost. it jumped to 140's. i fussed last month, it went down to 225ish .this month the **** says 133ish...... (not looking at bank statements at moment but within dollar or two).this is not suppose to be jumping around like this!And I have NOT BEEN EVER CREDITED CORRECTLY.** THE BELOW AMOUNT IT BELOW is just a random $number because the box om form does not take different amounts on this form ** so i put 444 vs "its jumping around differently"1. refund/credits on ALL incorrect ********************* charged.2, Credits for over payments 3, If they say they taking out between 3-5th. do it! dont say I did not pay wanting late fees because of their errors.4. Stop changing my acct in these things.

  Customer Answer

  Date: 02/14/2025

  I have not heard from the business in response to my complaint.  Nothing, as if I had not filed at all.

   

  
  

  Business Response

  Date: 03/03/2025

  Dear *** **** and/or Representative of the Better Business Bureau,

   

  We are writing to formally respond to the complaint filed by ********* ******** with ID # ********. We take all customer concerns seriously and strive to give our customers the best customer service possible.

   

  *** ******** has been a customer with ********************** for 4 and a half years. Our lease agreement is month to month and we do yearly rate increases which are emailed approximately *************************************** *** ********* rental period we have made multiple adjustments to a lower rate increase which has allowed a minimal increase with a total amount of $20.95 over 4 years. Her current monthly rental rate is $133.95 opposed to our current monthly rental rate of $150.00.

   

  At the time of *** ******** move in date she was given a move in promotion of $16.00 and we proceeded to give her the month of August rent free as well. 

   

  Our lease agreement states that rent is due on or by the first of every month. 

  We can set up auto pay and automatically charge a credit card between the 1st and 5th day of the month without a late fee.  Our system automatically generates an email on the 2nd of every month that states Avoid a late fee by paying today. These are sent to anyone that a payment was not received on the 1st of the month. 

  If a payment is not received within our 5 day ***** period a 15% late fee will be applied to the account as stated in our lease.

  At this time *** ******** has been credited  $63.62  in late fees.

   

  When our protection plan changed to a different company, letters were mailed to all of our customers on or about May 20**. The letter stated that a $9.00 charge will be added to their monthly invoice, this will  provide protection on their items up to $2000.00. 

  Customers did have more than 30 days to decline/refuse or to provide proof of their own homeowners or renters insurance. We added the protection plan automatically on July 1st 20**.  In addition to this information we did not receive any return mail from the address being used implying an error with the address provided to us from *** ********.

   

  *** ******** did not respond or give any notification until  August 2, 2023. At that time she declined/refused the protection plan and we credited the $9.00 that was charged for the August plan.  The protection plan was then cancelled. 

  Invoices are emailed approximately 10 days prior to the 1st of each month. This allows tenants time to review their invoice and if they have any questions or concerns they are encouraged to  contact us.

   

  When *** ******** has had an issue or complaint, we have adjusted rates and fees within reason for her and believed these had all been resolved.  

   

   In regards to providing AAA Self Storage owners information, we simply do not practice this.

   

  Operation managers and District managers are notified if the store manager is unable to find a resolution for the customer. This has been done on multiple occasions regarding *** ******** and has resulted with all the discounts and credits given in the above statement.  

  .

  We value our customers and try to be as transparent as possible when it comes to pricing and increases. Should there be any changes to an account, our tenants are given approximately a 30 day notice by email and by our invoices being sent approximately 10 days before the payment is due allows time to review any changes they wish to make which also includes vacating the unit at any time if they wish.

   

  Our hearts go out to *** ******** in her fight to overcome cancer and we will continue to do as much as possible that a business will allow.

  
  
  

  Sincerely,

   

  *** *****

  Manager 

  AAA Self Storage #**

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

  *************** 27284

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

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