Complaints

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

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  Dymon Self Storage

  1830 Walkley Rd Ottawa, ON K1H 8K3

• 

  Dymon Self Storage

  2 – 1830 Walkley Road Ottawa, ON K1H 8K3

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:20/08/2025

  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.

  Hired Dymon Moves for our move on May 13, 2025. They had my credit card on file to secure my moving date. After the move that day, I immediately showed the movers all the damage that occurred. They took photos and said someone would contact me. May 15th they charged me on my card for the whole amount (see attached). I immediately reached out about the damage and compensation and they said I needed to fill out the claims form sent by their Transportation & Logistics Claims Department. I submitted it May 15th. I went back and forth with a few people at Dymon, visited their HQ to get answers and nothing. They lost hardware for my furniture (some was found, but not all), my kids art easel, damaged my king size headboard and a few walls. Looking to get compensated for our loss, asking $250 from Dymon Moves.

  Business Response

  Date: 25/08/2025

  Subject:
  Addressing Your Recent Experience at Dymon
  
  Dear ********* *******,

  Thank you for letting us know about your experience at Dymon. We
  sincerely apologize for any inconvenience you may have encountered.
  
  I requested Mike McMullen, Dymon Transportation Manager, to contact you
  on Friday after receiving your complaint. He confirmed that he was able to
  rectify the situation to your satisfaction.
  
  Please don't hesitate to reach out to us should you have any further
  questions.
  
  Sincerely,
  
  *** *****
  Senior Vice President, Dymon
  

   

   

  Customer Answer

  Date: 25/08/2025

  
  
  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:25/12/2024

  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.

  On June 20, I was told that the Whitby store manager filed a complaint regarding damages to my furniture caused by the Dymon movers. I have since requested reimbursement for the damages done to my furniture, but no one followed up.On July 6, I went to the Whitby store to follow up regarding the reimbursement claim submitted by the store manager. I spoke with ***** ******, who stated that he would send a follow-up email with pictures. I was cc'd on the email, but no one followed up.On August 29, I sent another follow-up email to *********************************************** but no one responded.On October 11, I went in person to the Whitby store to follow up on this matter; I spoke with ****** ***, who assured me that he would follow up himself and call me back on October 16, but he did not. I called him on October 24 and left a voice message. Since November 17 I have been communicating with ******** Ekollo to resolve this issue, but no response until ******** this point, I am looking for reimbursement for the damaged furniture of $170 and, as a goodwill gesture, a three-month waiver on my storage unit. I would appreciate it if someone from Dymon could contact me regarding my reimbursement claim.

  Business Response

  Date: 02/01/2025

  Hi **** Ohaeme,
  
  I wanted to reach out and apologize for the experience you had at Dymon. We deeply regret any inconvenience this may have caused you.
  
  To ensure that we address your concerns promptly, I requested ****** *********, our Manager at Dymon Transportation & Logistics, to contact you and work towards finding a satisfactory resolution. ****** has informed me that he was able to resolve the situation and provide you with an outcome that meets your expectations.
  
  Thank you for your patience and understanding. If there is anything else we can assist you with or if you have any further concerns, please do not hesitate to reach out.
  
  Thank you,
  
  *** *****
  Senior Vice President
  
  Dymon Group
  ******************************************
  Cell ************
  Email *********************************************************
  

  Customer Answer

  Date: 05/01/2025

   
  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,
  
  **** Ohaeme

• Initial Complaint

  Date:26/07/2023

  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.

  I've had a unit in Brampton since Apr 2021. I had no issued until I changed the credit card on file in ****h 2023. The staff at this location are absolutely AMAZING! (***** is ALWAYS there!)
  
  I noticed that the payment was being pushed further back despite the agreement that the payment would be taken at the start of each month.
  
  On July 19, I received an email stating that my payment was still outstanding. I replied letting them know that they should process the card on file as they have been doing for 2 years. We went back and forth a number of times. I became frustrated realizing that they MUST be processing the OLD card. I told them to process the new one and requested dates and receipts of all of the times that they processed my old card. They accused me of having my finances out of order. Once they finally processed the correct card, I received a receipt (that I also had to request), but was told that they could not provide any of the receipts for the declined attempts. I AGAIN requested the dates processed. After another few rounds of back and forth, **** ********** FINALLY sent me the dates. They had processed the wrong card monthly - multiple times each month - and that was why my payment date kept changing.
  
  Their customer service at the management level is BEYOND disgusting. They could have caused my credit to be affected had they not processed the right card before the end of the month. Then they accused ME of not having my finances organized. I ASSURE YOU ****... My credit score is almost DEFINITELY better than yours.
  
  They claim that they tried to contact me via telephone, but I never received any correspondence - written or call. This was the first time that I was even notified that my payment hadn't gone though despite them processing the wrong (canceled) card for months. To be accused when it was their mistake is absolute ridiculous and then to not even receive an apology once it was determined that it was their fault? SHAME ON YOU!!!!

  Business Response

  Date: 29/07/2023

  ***** *******
  ********* ** ****** ******
  
  I apologize on behalf of
  Dymon for the experience you had with one of associates. I have read all of the correspondence of your
  complaint and reviewed the incident in detail with the Dymon employee.
  
  It appears your credit card
  on file had expired and a new card was not provided to correctly process the
  payment. We attempted to process the payment on the credit card on file 8 times
  and the card was declined.  
  
  We have updated your credit
  card on file as per your instruction. This will resolve the payment going
  forward and should result in successful transaction.
  
  I believe this situation has
  been resolved and no further action is required.
  
  Please call me if you would
  like to discuss further.
  
  Kind Regards,
  
  *** ***** 

  Customer Answer

  Date: 01/08/2023

  
  
  Complaint: 20379865
  
  
  
  I am rejecting this response because: My new credit card information was given in ****h and the incorrect one was processed in Apr, May, June AND July... All of which the correct card was processed after multiple attempts made to my old card failed. Finally in July, they couldn't figure anything out and needed to contact me stating that my payment method failed. NO IT DIDNT! YOUR EMPLOYEES DID! Every last one of them that processed my old card since *****!

  You response states that since the old card was FINALLY removed in JULY - despite my new information being given in *****... that I should be satisfied? Your company HARRASSED me! Finally removing the card in July doesn't fix anything. The card should have been removed in ***** when the new information was given! No wonder **** thinks this behavior is ok. IT IS NOT! This could have affected my credit score and impact other areas of my life. HOW DARE YOU!!!!!!

  DO BETTER!!!!

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

• Initial Complaint

  Date:12/06/2023

  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.

  DYMON STORAGE HAS ALLEGEDLY SOLD MY ITEMS IN A STORAGE AUCTION WHEN MY ACCOUNT WAS FULLY PAID - CRIMINAL OR GROSS NEGLIGENCE? ***BEWARE*** On May 29th 2023, I discovered my belongings were missing from my storage locker at 323 Coventry Rd. It was the almost the entire contents of my apartment minus furniture. My account was fully paid. I discovered four of my items a few days later being sold by a woman on ******** who refuses to give them back or seek reimbursement from Dymon as she allegedly bought them in a storage auction May 28th. The Ontario Police has seen this Dymon storage locker receipt. This is the SAME DAY I informed Dymon in writing, I would likely come to collect my belongings. Since discovering my items were missing May 29th, Dymon Storage allegedly still doesn't know what's going on and and has NOT provided the security footage to the police. They have ignored my requests for their third party insurance information also. Their ******** *******, ******** ********, said she still didn't know what was going on, two weeks after the items were discovered missing.

  Business Response

  Date: 26/06/2023

  Good morning,

  I have connected with **** ***** and am currently working on her complaint. 

  I am confident that we will come to a resolution.

  Thank you,

  ***