Business Profile

Storage

Mini Mall Storage Properties (Canadian Head Office)

Headquarters

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Complaints

This profile includes complaints for Mini Mall Storage Properties (Canadian Head Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

14 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:20/01/2025
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.
As far as I see without looking into crazy detail my storage unit is ****** per month and was only one month to the day behind and on the contract it states to take payment on the 1st day of billing cycle... financial harassment as far as I am concerned... my bank account is not an ATM
Customer Answer
Date: 21/01/2025
As far as I see without looking into crazy detail my storage unit is ****** per month and was only one month to the day behind and on the contract it states to take payment on the 1st day of billing cycle... financial harassment as far as I am concerned... my bank account is not an ATM

Business Response
Date: 24/01/2025
Hello ******,

We are disappointed to hear of your experience. What location do you rent a unit at, we cannot find your name at any location near your address. To clarify, it is protocol for our staff that if a persons card is declined on the first, we will attempt to run it each following day in hopes that payment will go through. This is a courtesy on the part of the ** or SS to help you,the customer, avoid late fees due to their card being declined. We understand this may have been alarming to you, but would like to assure you that it was done with the best intentions.

Thank you

Mini Mall Storage
Customer Answer
Date: 24/01/2025

I am located at the storage in *******
Complaint: 22835197

I am rejecting this response because: for one the amounts were completely invalid and unreasonable, for 2 the payments were taken out before the billing cycle and different amounts everytime... and on too of that I had phone in twice to the office stating I would be in on the 20th to make a payment, therefore no payment should have even been taken out of my account when I stated I would be in to make a payment, not 6 days in a row before that day try to take payments out of my account... that being said they stole all my money and I couldn't even afford food for my special needs child or gas to are him for a doctor's appointment

Sincerely,

****** Canada
Business Response
Date: 31/01/2025
Hello,
Our site staff for this location were on holiday and we recently received the full story regarding Mr. ****** ******. This situation is far more troubling than we were led to believe. There have been many issues with ****** in regard to nonpayment,breaking into other units, by passing the office etc... He had received a lease termination notice on the 30th of October but was later told over the phone he could have access to the unit until Nov 22nd to remove his items. We have a record of this call, should the BBB require it (file type not accepted), where Mr. ****** admits to the breaking & entering incident, and eventually consents to picking up his belongings during operating hours.
We cannot abide our tenants breaking the law within our facility, and believe our staff went above and beyond to accommodate Mr. ****** considering the circumstances. We hope the BBB reviews the contents of this response and judges fairly, we can email any requested documentation to accommodate file transfer.

Thank you
Mini Mall Storage
Customer Answer
Date: 07/02/2025

Complaint: 22835197

I am rejecting this response because:
had informed the business of the reasoning and explanation as well as apologie for the doings of my actions and we had worked through that, now that being said i hwas only behind one month of payments and I was in contact with them advising them of when I would be in to make a payment. On that note therefor there is no reason for the insane amount of times attempted to withdraw money from my bank account multiple times a day and days before payments are due... no matter what there is no excuse for these actions to happen... not to mention when said payment was taken out it wasn't even the correct amount to be taken it was way above the amount as well took every ***** which I couldn't even put a ***** of gas to get back from Work, when days prior I had called stating I was going to be in to make a payment to get cleared up
Sincerely,

****** ******
Customer Answer
Date: 20/02/2025
This is a standard month invoice from mini mall storage, now the incident I am referring to is them trying numerously to take multiple payments from my bank account like an ATM... and when they finally did manage to take all my money, I had been recovering from 1 month behind... therefor that month was $248... but the next month was just a regular month but they had taken a double 248 dollar payment which would mean 2 completely late months instead of the 248 plus the regular ******** invoice I am sending you... now still to this day I haven't even gotten an invoice from those 2 months, now if you guys think that that is Part of reasonable business operation, than you should be ashamed of yourselves.. what they had done to me was Unprofessional and was financial harassment and stole money right from my child's mouth as well as treat me ND control me like I was their child, now paying full amounts of that aspect not to mention childish actions of mini mall storage, they should be held accountable for actions of this caliper. Me and my special needs child had to suffer and are still suffering from actions they are broadcasting towards us. I want justice to be served in this country
Initial Complaint
Date:09/01/2025
Type:Product 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.

Complaint: 22789653

I am rejecting this response because:
On Jan 14th, the day after I received the company's response through the BBB, I went to 12 Mile Storage (******) and phoned the number posted on the (closed) office on the site. The person I spoke with indicated that the company would e-transfer the amount owing to me. To date, no refund received, no emails, and no telephone calls on either of the two telephone numbers they have for me.
Sincerely,

******* ******
Business Response
Date: 10/01/2025
Hello *******,

We are disappointed to hear about your experience. After conferring with our local team in ******, we discovered our staff had tried to contact you several times to obtain a new address to send you a refund without result. Thankfully, our team was able to reach you today and we are told you will be supplying contact information shortly. Your refund will be sent once we obtain a current address. We hope this will help restore your confidence in Mini Mall Storage for the future.

Thank you

Mini Mall Storage
Business Response
Date: 24/01/2025
Hello *******,

We received word from our local team that you have been contacted and provided your banking information to receive a refund. We will consider this matter resolved and hope you are satisfied with the outcome.

Thank you

Mini Mall Storage
Customer Answer
Date: 29/01/2025

Complaint: 22789653

I am rejecting this response because:
This matter is not closed because, although Mini Mall has had my banking information for 5 days, I have not received the refund.
Sincerely,

******* ******
Business Response
Date: 07/02/2025
Hello,

Richard's refund was processed this morning, we have internal processes that take some time. We regret any inconvenience.

Thank you
Mini Mall Storage
Customer Answer
Date: 14/02/2025

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,

******* ******
Initial Complaint
Date:02/12/2024
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.
Whilst the response to this matter was said in good faith, it's actually useless due to the Canada Post strike and due to the 3 months I've already waited for 2 separate cheques to "get lost" in the mail.
I also received a phonecall December 2nd saying they would finally offer me a direct deposit refund and a week later, still nothing.
Business Response
Date: 02/12/2024
Hello ****,

We understand your frustration and want to remedy this situation. We are expediting your refund internally via cheque.With the current Canada Post strike we anticipate some delays in delivery however.

We recommend reaching out to the Regional Operations Manager for that location, ****** ********* - ************** to further expedite this process and to ensure we have up-to-date contact information for you.

We are disappointed your experience with Mini Mall Storage has gone awry, and wish to rectify the situation in any way we can.

Sincerely,
Mini Mall Storage
Initial Complaint
Date:15/07/2024
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.

Complaint: 21991622

I am rejecting this response because: As the email that I attached to the original complaint shows, mini mall storage acknowledged that I was paid up until June 30, 2024. They also know that I was NOT leaving on good terms as they were advised by me in the same email chain. The fees that they were trying to charge me, after I had already prepaid the rent in full for the year ending June 30, 2024, were for Payment processing fee and administration fee. I paid cash for the rental, so neither should apply anyway. It's just another way for large corporations to ***** everyone. I am also attaching a statement showing that they acknowledge I was paid up until June 20, 2024. as well as all the extra charges that they decided to add after the fact. I have tried to work this out with the local facility, but just keep getting the same response that it was sent in to head office.
This amount of money is certainly not going to decide my future, however, it is a matter of principle that good customers should never be treated like this.

Sincerely,

*************************
Business Response
Date: 19/07/2024
Hello

Mini Mall is committed to providing reliable and secure storage solutions, while maintaining competitive pricing in the market, but we have had to address the increasing operational costs influenced by recent global factors.

We introduced these service fees to make sure we can continue to deliver a superior rental experience. It is normal policy that we do not prorate out or refund promotions when a customer moves out as stated in our lease. Despite that, we waived the fees in May to try and make this situation right with the customer.

At the time of the customers move out, May 7th, 2024, we assumed we were parting ways in good faith. The customers term was to expire May 31st, 2024. Our team acted according to policy, and even went above and beyond in waiving **** fees.

If the customer wished to speak further, we encourage him to reach out to us at **************************************** ************** so we can assist him better.

Thank you.
Business Response
Date: 22/08/2024
Hello
I have added the payment receipt(s) for *************************.

Receipts attached :
Payment receipt, **** paid online - July ****** - May ******* ( 11 months )
PROMO Buy 11 get 12 month FREE ( June Month Free )
MMSP Credit for the NEW FEES introduced in Dec 2023 -April 2024
MMMSP Credit for NEW FEES May 2024

**** moved out May 7th We do not prorate the rent. He wouldn't get the month of June rent refunded, as it was a FREE MONTH with the promo.

Please reach out if you have any questions.
Thank you
Initial Complaint
Date:22/02/2024
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.

Complaint: 21326798

I am rejecting this response because:
Thank you very much for your time and diligence in this matter.
We are still waiting on their response to **.
I did send a follow up-mail this morning, however, have yet to hear back.
Super unprofessional and extremely disappointing.
Thank you again for your help. We continue to wait for word and an update from Mini Mall Storage.
***

Sincerely,

***************ceived no response.On February 20, 2024, I, ***'s partner, contacted ***************************** of Mini Mall Storage - Winchester. ******** provided she had no update as to the matter. She also did not have any contact particulars for the head office, nor could she provide me with the police report # from the theft.After using ****** to locate ************* Storage, I contacted the Canadian Head Office in *******. I was transferred back to ******** after being informed this was not the head office.******** was not able to explain how she was going to contact head office when clearly, I can't contact head office and she stated to have no direct line or means of communication with head office. ******** suggested she will contact the insurance department. I was not given the requested contact information for this department as they do not deal with the public.Generally, I would wait for a response, however, I'm done holding my breath.
Business Response
Date: 29/02/2024
Hello ***,

We are disappointed to hear about your experience. After investigating the matter, it appears that there was a communication breakdown between a former employee and the insurance company. A representative will be reaching out to you shortly to remedy this issue.

We apologize for the inconvenience,

Mini Mall Storage
Customer Answer
Date: 01/03/2024
Thank you very much for your time and diligence in this matter.
We are still waiting on their response to **.
I did send a follow up-mail this morning, however, have yet to hear back.
Super unprofessional and extremely disappointing.
Thank you again for your help. We continue to wait for word and an update from Mini Mall Storage.
***
Business Response
Date: 05/03/2024
Hello,

*** visited our team in-store on February 23rd,at which point our team explained that his claim is in process with the insurance company, and we are waiting on a claim number to be issued. This was also reconfirmed in an email to **** wife at the same time. At this point the matter is out of our hands, and we feel our team has done everything in their power to rectify this unfortunate situation. We would be happy to speak to *** again if necessary, he can call the store at **************.

Thank you

Mini Mall Storage
Initial Complaint
Date:14/02/2024
Type:Billing 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.

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,

***********************d again with my debit and drove up there and unloaded. After I took the truck back I tried call mini mall storage again and finally got a hold of some and said I want a refund back for the storage I rented and didn't get to use. And I explained why and they said they normally don't do refunds but they can refund ****** and they couldn't refund the hold amount. Which the hole amount was $208.72 and $26.31 on Dec 7th 2023. Which was debited from my bank account. Which really ****** me off. But they said it wouldn't be put back into my account for 4 weeks which I thought was wired. So I've been waiting and it's now Feb 14. ****. And I keep calling them and I've ****** a hold of two people and they just patch me through to the ************** office and of course no one answers and I've left messages and still no response. It's bad enough that I have to deal with my mother just passing away and on top of that I have 5 kids and don't have the money to throw away. Please help me get my money.
Business Response
Date: 16/02/2024
Hello *****,

We have confirmed that the check request was submitted and has been processed, you should be receiving it in the mail within **** business days.

Thank you

Mini Mall Storage
Initial Complaint
Date:10/01/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.

Complaint: 21115788

I am rejecting this response because:
The attempts by the local Mini Mall to resolve the issue have been completely unprofessional. I have lost more than $15,000.00 CAD in value from the facility's failure to have industry appropriate and reasonable security protocols, with NO functional camera system (at a STORAGE FACILITY), and so I am now pursuing all legal remedies available to me. The fact that I was told to remove a ****** review in order to be paid my insurance deductible is disgusting and tells you that the only goal here is corporate greed and public perception. I will not allow other patrons/tenants to endure this treatment so I will go public with this dispute with all local media conduits.

Sincerely,

*************************
. I returned to the facility at **** hrs on the same date to find my entire dump trailer missing. It had been stolen from the yard. In speaking with the **** it has now been determined NONE of the cameras were recording on the day of the theft of my $15000 trailer. I have asked for a refund of my rent for the 3 months I have been victimized while parked there and them to cover my deductible. I done a ****** review and in response to this Constantios (regional manager) told me he saw my ****** review and if I took it down he would see about paying the deductible. There is no accountability for them and they are not offering what they advertise.
Business Response
Date: 12/01/2024
Thank you for taking the time to give us a review, ****.

We sincerely apologize about the issues you experienced, and we hope to make this right. We understand you have been in contact with local management and urge you to continue working with them. Customer service is our top priority, and we hope you give us another chance to rectify any issues you may be facing.

Thank you.
Business Response
Date: 23/01/2024
We are truly sorry your experience wasnt great, ****. We pride ourselves on high-quality service and are disappointed with this situation. Despite our staff following proper procedure, it appears that you are still displeased with the outcome.Please give us a call at **************, or contact us at **************************************** and we would be happy to discuss this further.

Thank you,

Mini Mall Storage
Customer Answer
Date: 29/01/2024

Complaint: 21115788

I am rejecting this response because:
I have sent you guys an email on my reasonable request and havent heard back. I have also dropped one off in person and you are still lacking customer service that you claim you strive for.
Sincerely,

*************************
Initial Complaint
Date:03/01/2024
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.
I have gone in several times and spoken to the office manager **** to have my payment date on the 15th. According to her that is my date. The first never worked for us. The storage unit was for the 15th and the outside unit for our boat was for the first. And I have bank statements to prove my big unit has always been paid on the first. I spoke with **** on the 2nd and was informed the owner over rode the system and has changes all customers to tje first without informing anyone. And they still took 3 payments mid month in Dec and a payment on the first
Business Response
Date: 04/01/2024
Hello,

The customer is confusing her move-in date ********** her payment date (1st), as reflected in her contract (attached). A representative will be reaching out to the customer to rectify this dispute.

Thank you

Mini Mall Storage

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Mini Mall Storage Properties (Canadian Head Office) is NOT a BBB Accredited Business.