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Business Profile

Storage Units

SB Storage - Gardiner

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for SB Storage - Gardiner's headquarters and its corporate-owned locations. To view all corporate locations, see

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SB Storage - Gardiner has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:12/12/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      In June 2023, our non-profit rented a unit from **********. When we arrived to unload our items, the gate would not open. We did get in to unload one load as someone was leaving. However, we could not get in with the second load, and they could not open it remotely either. As we needed to unload items, we asked that they move us to another location a few miles away. We were assigned a new unit at ***** Ave location. We left a lock on the unit at ********. We were told they would have to have someone come out and fix the gate so that we could get our remaining items out of ******************** Ave unit and move it to ***** Ave unit. Once this was done and the gate was fixed, they would notify us. I called a week later, and they said that it had not been fixed. I called several more times when I never heard from them, but I was told no one had been out and they were waiting for the on-site manager. When I spoke to someone at the beginning of August, I was informed that the unit at ******** Ave had been rented out. It had been rented out for a few weeks at that point. I was also told that I could not access it and retrieve our items because it was rented to someone else. They denied breaking the lock we had left on it, and since I was unaware of it until much later I had no proof of the lock being broken. Over the next several months, I was given excuse after excuse, talking to numerous employees with **********. They insisted that they would attempt to contact the new renter about our items, but with every update they said they could not get a hold of her. This continued through August, Sept, Oct, and Nov. Finally, on November 7, due to the renter failing to pay, I was able to access the unit to see if our items were there. As I suspected, they were mostly stolen. Of the tents, chairs, and signs we had left behind, only a few signs remained. As a non-profit, any loss is detrimental. This was a loss of over $1200.00 worth of items. ********** was notified. Pictures of before and after were sent. I was told that they could offer a month free rent, which would barely cover one item. They told me to file an insurance claim. I did, as well as a police report. However, insurance will not cover it, as there is no proof of breaking and entering. I have since sent several emails requesting to speak with management, but they have stopped answering.

      Business Response

      Date: 01/16/2024

      The new management company has reached out to this consumer to say the previous management company has taken care of her complaint.

      Customer Answer

      Date: 01/16/2024

       
      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.  

      Have you heard from the company?  

      Yes, I have heard from the original owners of **********.

       

      Are you satisfied with the company's efforts to resolve this matter?  

      At this point, yes. They have agreed to pay the claim for items lost. I have not yet received the check, but I have signed a contract regarding the re-payment.

      Unless they fail to send the check, then I would consider the issue resolved.

      Thank you,
      ***************************
      ******************************************** Board


      Sincerely,

      ***************************

    SB Storage - Gardiner is NOT a BBB Accredited Business.

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