Complaints

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:05/12/2025

  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 have been renting at this self storage for years. West Coast self storage just bought this facility and after 3 months of owning it want to raise my rent and everyone else's by 35.9%. Legally I thought that a self storage facility in ****** can only raise rent by 10% in a 12 month period. I'd like them to follow the law.

  Business Response

  Date: 05/20/2025

  Hello,
  
  Attached are both the response and supporting documentation.
  Please let us know if anything else is needed.
  
  Thank you, 

  **** ******
  West Coast Self-Storage

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair 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.

  Im renting storage units at West Coast January and February. We moved many items from my unit at a different storage company. I rented 2 additional units (3 total) at West Coast. One of the units smells of urine. The worker informed me to move everything out by end of February. Im unclear exactly why. I paid for a key drill for the 5'x10' unit since i was unable to find the right key. The other 2 units are 5'x5'. I was having problem with the key at one of the 5'x5' units. I asked the worker to check that unit with 3 different keys; none of which worked. I asked him if he has a master key or if the lock was changed. He said no. My things and keys are now settled but he informed me to move everything out by end of February. Total cost is approximately 166 which does not include hiring mover or using the very good extra large ********* apps.

  Business Response

  Date: 02/14/2025

  Dear Ms. **** & The BBB,
  
  We received your complaint filed on 02/08/2025 regarding the cited Service Issues. Our recollection of events and how they unfolded are outlined below.
  ***** originally began renting with us on January 6th,2025, after which we immediately noticed some concerning information and behavior.
  For example, the name she provided on the lease for her online rental did not match the name on her ID and when she added an additional two units via our online rental system, each account had a different spelling of her name as well as different emails and phone numbers.
  Furthermore, in late January and early February ***** visited our office regularly asking to transfer to different units always stating that there was an issue with her current location. The issues relayed to us ranged from other people allegedly living out of their units, to problematic smells, to needing a more secure location and wanting to be in specific areas of different buildings.
  When our team questioned her about these issues in hopes of correcting them or providing a solution, we were met with several responses including that we may not be able to hear the people she described living in their units because she meant spiritually. We also had more than one team member investigate the smells being described to us and not one was able to identify any issues in or around her area. I myself spent approximately ***** minutes with her one day in order to help her identify a spot she would feel better transferring to and after multiple units viewed and an agreed spot to transfer to, she later came down to the office and stated she wanted to cancel the transfer.
  The next day Ms. **** stopped into our office to say that she had rented another unit online to transfer her items. It was at this time I informed her she had actually rented three new units; however, she stood firm that she only rented one.
  At this point I had a conversation with Ms. **** and informed her that unfortunately due to the severe lack of clear communication, abundant waste of our teams time and resources, as well as consistently incorrect account information West Coast Self-Storage would no longer be a good fit for her and requested that she move out of all units by the end of the month of February.
  That same day, we closed the accounts of the last three online rentals and issued full refunds as well as telling her directly that she would receive a full refund of Februarys payment for 2 of the 3 current units since the 3rd account was not paid.
  
  
  Sincerely and respectfully,
  **** ******
  District Manager | NW ******
  West Coast Self-Storage

  Customer Answer

  Date: 02/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **

  Not to point fingers or make accusations...however after we drilled my lock with manager ******* i was walking behind her and smelled traces of urine.  Although they deny such odor this smell at my unit #.. 29 prompted me to seek other units.  Not charging feb rent for 2 of 3 units should help to move out.