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:04/13/2025

  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 rented self service storage Three years ago with the agreement that Id have access TO MY THINGS 24 hours per day/ SEVEN DAYS PER WEEK. I told the owner I was moving out and ever since then shes made me pay my bill IN PERSON AT *****. The most inconvenient way to pay. Now I rented a truck and CANNOT GET INTO MY STORAGE. This is CRIMINAL. Its as though shes STOLEN MY PROPERTY. They advertise 24hrs/7days per week and there is NOTHING IN THE LEASE STATING THEY CAN CHANGE MY ACCESS TO MY THINGS! I think Ill call the police. How CAN I MOVE MY THINGS WHEN I DO NOT HAVE ACCESS TO THEM? This is extortion! I PAID IN FULL! And CANNOT ACCESS MY THINGS.

  Business Response

  Date: 04/13/2025

  ***** ****** rented a storage unit on 12/31/21.  Unfortunately, the statements ***** made are factually incorrect. Due multiple issues with ***** ****** on 2/8/25 we notified Allyn that her Updated Gate Access Hours are now (9:00 A.M. to 5:00 P.M. Monday-Friday) due to security/safety issues. Please remit ALL payments at the ****A-Nut 24 Hour Self-Serve Kiosk. Unit(s) may now have Online and Kiosk Restrictions. You have been notified with your updated gate access hours, also that All Unit(s) #B225 access will NOT be changed, any access will only be during the access hours listed above. 
  
  Office Hours are 9:00 a.m. to 5:00 p.m. Monday-Friday. Office will be closed on all weekends and on all major holidays.
  
  ***** has made many false claims and has been a very demanding and difficult person this year. She has stated by phone months ago that she didnt care if she trespassed thru the gate,in addition to the fact that her payment was late in February 2025. In February she sent us way too many emails and calls making several false statements, and has been a very demanding person. Many times, it appeared that ***** hadnt even bothered to read our responses, as ***** would keep repeating the same questions in different ways by sending us many multiple emails. We tried to respond as best we could, but found that Allyns false claims, and repeating same questions that were answered hard to respond to further.
  
  Today is Sunday 4/13/25 when the Office Is Closed, as ***** ****** called from the Kiosk 2xs. First time ***** called from the Kiosk she said she didnt mean to call. A few minutes later ***** ****** called from the Kiosk again, as ***** said she needed to have her lock cut on her unit. Let Allyn know again as we had spoken months ago about this, that NO lock cutting is allowed, and lock cutting time must be scheduled with us and that there was a $50.00 lock cutting fee. 
  
  I requested that Allyn call tomorrow, when the Office is back open on Monday at 9am. ***** said she knew about no lock cutting from prior conversations. ***** then spoke about having access to the gate. Responded letting ***** know that she needs to access her unit during her updated Access Hours (9:00 A.M. to 5:00 P.M. Monday-Friday). I requested that she look at her previous emails we had sent her regarding this. 
  
  ***** received multiple response emails outside of the office hours today on Sunday even when I stated to her that the office was closed, and requested ***** contact us during Office Hours from 9:00 a.m. to 5:00 p.m. Monday-Friday. Office will be closed on all weekends and on all major holidays. Shortly after we sent this email, ***** sent us several more demanding emails outside of Office hours. Unfortunately, we did respond to Allyns multiple times, but she kept repeating and repeating and getting more upset, when we answered several of her questions.
  
  Allyn has called us a liar,but we have NOT lied. 
  
  ****A-Nut Storage does have the right listed on the Allyn Parkers rental lease to update the Tenants gate access hours. 
  
  Allyn has Gate Access hours during Office Hours (9:00 A.M. to 5:00 P.M. Monday-Friday). Why is she acting like she has no gate access, when she does have gate access when her payment is not late. Today ***** ****** did have a late payment, that she did pay today on 4/13/25 and make current.  ***** ****** this afternoon did email that she wants to move out, but when ***** is asked what date unit will be vacated on, she ignores and has NOT answered us back yet. 
  
  We have been polite to Allyn,and have responded to many of her many emails. However, when a ***** ****** slanders our name, stating untrue facts that have NOT happened, and makes her demands, and stated she didnt care months ago about trespassing to her unit when her payment was late in February 2025. At some point we have done what we could with her.

  Thank you for your time and understanding, as its always unfortunate when any Tenant feels like they can made their own demands, regardless if facts are untrue, and regardless of Facility safety/security issues.

• Initial Complaint

  Date:08/21/2023

  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.

  As per the lease for this 24/hr rental storage unit, I notified the business (by 8/20) that I would be coming up to vacate the unit and that would be the last and only day I could do so. Upon simply asking a question in regards to the kiosk payment, the owner told me "You need to read the disclaimer. Any change will go towards the next month". I was met with a nasty attitude every time I had called with a question. I told her the payment process had been very difficult and that they had been really rude. She then denied my 24/hr access to my unit to Monday-Friday from 9am-5pm, and hung up on me. That was Sunday afternoon on 8/20 and I had driven 2 hours to go to my unit to empty it. I explained that I had given her notice by the date requested and that the date would be my last day I could make the trip. She still refused my access, refused to answer my phone calls and sent me an email stating I needed to have the unit emptied by the end of the month or that I would be charged for additional months. I'm now unable to retrieve my property, and she has also denied my web access to my account so I have no idea what is going on there. This woman went out of her way to restrict my access from obtaining my property on the last day I could do so, knowingly, with the expectation that I would continue to pay for the unit that I would not be back to.I spent the better part of the day making the trip to Bellingham, spending $100 on gas to get there, losing about $400 worth of my property, and now with the concern that she will continue to bill me until it goes to collections. I do not owe this woman a dime more, and in fact, I would like to be reimbursed for my items, gas, and the $220 I spent at the kiosk to not have access. It is a complete disgrace that this is how a business owner functions and treats customers. This could have been resolved very simply by allowing me the access I had paid for to empty the unit. It feels a lot like fraud and theft at this point.

  Business Response

  Date: 08/21/2023

  *********************************, we politely disagree with your complaint. You did give your written notice, and then you got very upset at ** when your account was PAST DUE both a Late Fee on 8/7 and PreLien Fee on 8/15. Not sure why, when your payment went late on 8/7 you made no attempt to pay it until 8/20/23. It was explained to you that since your payment was over 15-days late, that only a cash payment could be made, and that a Credit Card payment form could be emailed that had a 5:00pm deadline to be back that day.Its unfortunate that we tried multiple times to assist you, however you were very demanding and hard to deal with. All fees and rental charges are well explained through out the lease process.
  
  On 8/17/23 we emailed you another credit card payment form, which again was not completed and emailed back to us prior to the 5:00pm deadline time. On 8/17/23 you emailed us:  I am now at work and I cannot complete this form. 
  
  On 8/19/23 you emailed us:  No, I cannot make a cash payment today as I do not live in **********.  I filled out the payment form form on Thursday to pay my bill but there is still a balance due.
  
  On 8/19/23 at 5:36pm we emailed you:  Please read your email below as you did not send any completed form, as you stated on 8/17 that I am now at work and I cannot complete this form. Yes, full cash payment can be made at the Kiosk. If you need any further assistance please call us during business hours. Office Hours are 9:00 a.m. to 5:00 p.m.Monday-Friday. Office will be closed on all weekends and on all major holidays.
  
  On Sat 8/20/23 you called after you had made your cash payment, and you were very angry when you called us that you overpaid, you said some horrible untrue things, and made demands that youd do damage onsite if we didnt comply with refunding you. I remained calm, and let you know that the Kiosk clearly stated as does your lease that there are No Refunds, and stated you could have come with exact change, which you did not do.
  
  Due to your demands and threat to do damage if we did not refund your $15.00 overpayment you made on your own, we had no choice but to ask you to cool down and let you know your access hours had been changed, and that you could come back the next day during business hours. For over 15min you blocked the Gate Access Keypad with your car, and I called you to request that you leave the Facility and come back during your updated gate access hours the next day, which you refused to do.
  
  You stated, that if someone came and used their code youd follow behind them, which is clearly not allowed as that is considered Trespassing. For over 2 hours you stayed parked beside the Facility warehouse waiting, until you gave up and finally left.
  
  If you had not made your demands and threats to do damage, you would have had access to your unit.Unfortunately due to your actions we made the choice to update your access hours, and request you come back after you cooled off for safety/security reasons.
  
  Clearly you have until 5:00pm on 8/31/23 to retrieve your belongings, and leave the unit broom swept,and lock off. This is clearly your choice if you choose to do this, as the lease will automatically renew until unit is swept and lock is removed.
  
  We do our best to keep a safe and secure facility, and would say that the facility rules are in place for everyone's safety and security.
  
  We are kind & honest, and have hundreds of very happy customers. Hope things go better for you in the future.  (Attached we provided some proof just to show that we communicated very clearly, even when we could outside of our business hours)

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20502221
  
  I am rejecting this response because:
  

  You are an absolute liar and a *****.  I made no such comments about doing any sort of damage to your property.  Sure, I waited to see if I could get in behind somebody, but I never had any intention of destroying property.  That is preposterous.  I told you that you didn't make the payment process very easy and that you had been rude each time we had spoken, which you were.  I've read your countless one-star reviews on ****** and yelp with multiple complaints about your poor business conduct as well as your lying.  I will say, you have quite the reputation.  

  You are right, I paid a late fee (with no problem) other than the fact that I had to overpay due to your kiosk not giving any change.  Yes, I attempted to pay several times prior to the 20th, but your website is not set up for such convenience, but that is besides the fact.  This has absolutely nothing to do with the late fee and everything to do with the fact that you restricted my access after I had paid and was waiting at the gate to remove my items.  I made it very clear that I was vacating that day and that was the last day I was able to do so.  I could have just collected my items, cleaned the unit, and this would be done.  Instead, you went out of your way to be vindictive and attempt to collect more money.  You are not fooling anyone; your greed is apparent with your actions, and your reviews say it all.  Good business owners take pride in conflict resolution and honesty.  It's unfortunate that you do not conduct yourself, or your business in any such way.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/06/2022

  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.

  Hi there I have two storage units at *** a nut storage unit. August 1st we paid $1,100 to access both units so we could vacate them. The owner was present when we vacated our first unit and we told her that we had run out of time for the day and with our U-Haul and we would be back for the other. In the meantime she is currently still charging us for the vacant storage unit and claims we did not write a letter of vacating. The storage unit is in my husband's name and he is now incarcerated. *** a nut will not give me access to my other storage unit to vacate and now has a lien on it actually both storage units have a lien on them for over $600 balance. And now it being after the 5th of the month I'm sure she'll try to add on late charges. All I was asking was for her to be reasonable let me pay and let me get my items out. She's telling me I have to pay both storage units before I can access my one. Not to mention they make me schedule a ************* to come in I don't have full access after I've paid all of this money to the storage unit. She said certain days that there's nobody available to be there to assist.

  Business Response

  Date: 10/07/2022

  Both units are your husbands units and they are both LATE, and your comments are dishonest as both units need to be paid in full prior to access. We follow **************** Law which is why you were sent several notices. Why get upset at us, when your husbands account is PAST DUE.

  
  We also have not received for either of your husbands units, the Move-out notice that is required on or before the twentieth (20th) day of the month by Certified Mail or Email of Tenants intention to vacate Unit # storage space. If the required written notice has not been sent the lease will automatically renew for one (1) full month.

  
  We have many happy customers that have come back and referred many people to us, as they like our honest and friendly service. Its too bad that you have chosen not to be honest.