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:08/25/2024

  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 paid for a 10 x 10 storage room #** with Stor It from February 2024 until 8/14/24 when I moved my belongings out after giving a 30-day notice of move out. I also provided Stor it with a picture of the undamaged empty storage room although this was apparently not enough for them as they have now emailed me a September 2024 payment request for $85.00 even though my belongings are now longer there. This is not the only problem I've experienced with Stor It who initially refused to give me an agreed upon first month free rent nor to recognize my private insurance coverage. Stor It is not only poorly managed , it's main goal seems to be to get as much money out of a customer as possible whether they owe it or not. This company should be sanctioned for their shoddy business practices.

  Business Response

  Date: 08/29/2024

  With all due respect to the customer, we do not understand where the $510.00 amount is coming from.The free month that she is claiming was given to her back in March. She did not pay for March's rent. 

  On Feb 23, 2024 her invoice for March's rent was generated by the system, 7 days prior to the due date and on 02/26/24 we voided the invoice due to March being her Free month. Please refer to the note section for that transaction. She did NOT pay for March's rent. Her next payment was received on 3/29/24 and that payment was to cover the fee for April's rent. 

  As per her move-out notice, as stated by the customer, she was going to be moved out of unit #** by 8/31/24 and that is the date we entered in our system. However, we do have an automated system that will send payment reminders to all customers 7 days prior to the due date, we do this as a courtesy reminder and the customer always have the option to opt out from receiving text messages.  In this case, her account was still active by the time the reminders went out. Once the move out is registered through our system, it automatically voids the invoice. I am attaching a copy of the move-out received by the customer and a copy of the move-out confirmation generated by the system where it clearly stated that her balance with us was zero. 

  On 4/11/24, customer was notified via email of the Tenant Coverage Requirement notice where it clearly states that if she didn't provide proof of self-insurance she was going to be enrolled in the minimum coverage plan. She never submitted proof of self-insurance, for that reason she got billed for the insurance coverage, however, all of this charges got voided because she kept insisting she had self-insurance, she just refused to submit proof of it. We voided the insurance charges to avoid any conflict and mark her account as self-insured.

  Please refer to the payment and charges history to see all of the voided charges and her final balance being zero. 

  I hope that the information provided helps to clarify the situation and prove that we are being wrongfully accused by a customer that is not happy to pay for services rendered and conveniently forgets that we held our part of the deal by giving her a free-month. We, as a Company appreciate the opportunity to explain our side of the story and respond to the dispute. 

   

   

  Customer Answer

  Date: 08/29/2024

  To begin with , I not only provided proof of insurance to Stor It, my insurance agent called  to verify my coverage yet you continued to bill me and maintain I was not covered until I filed a complaint.  Further, although I did FINALLY receive the free month's rent promised me, that also didn't happen until I filed a complaint. As for the $510, that is simply what I paid you for your HORRID CUSTOMER SERVICE, and I expect nothing back from you as it's enough to be rid of you and be able to leave appropriate reviews of your toxic company all of which are below. At least you admit that I owe you NOTHING FURTHER which is a miracle from scripture. You people are unconscionable

• Initial Complaint

  Date:05/02/2024

  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.

  I have a storeage unite in ********************************* bought last year first they put rent up a lot. I know they can but now there making me buy insurance on my 10x10 unite, they said will and it on my bill. If I don't get my own insurance. I don't think that fare I been at that place when it was shoehouse storeage for over 10 yrs. I didn't worry about insurance then. I don't know if they ever check there grounds at all,since no ones there at all. I really don't want insurance, if they keep there building up, the roof, the other person that owned it too care of everything except what was in storage sheds.. why should. We have to pay there insurance, that there problem not mine. If roof leaks and the other person put mice bate in rafters, you can see rafters when in sheds, all it is is ****** blocks and rafters and roof and a light. So animals can get in like mice. They collect all that money every month they can at lest keep up there building, if something leaks. Plus they gave us papers IF WE WANTED INSURANCE. When they took over the business NOW THEY SAID WE HAVE TO TAKE IT after we been with them.

  Customer Answer

  Date: 05/06/2024

  I got a call from Store It they said that extra Insurance is for new persons renting, not a shoehouse Rd. Address. Well I had a friend that had one unit there, he got a texted about getting, I told store It he got it, she said she will fix his too. So everything for me is fixed. Thanks we got things straight