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:07/18/2025

  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.

  I purchased a storage unit on auction. I paid for a pro ********** membership. I worked really hard to clean everything out of the unit as per the rules and regulations. As I was cleaning up the unit at the end, there was a smaller piece of glass and so I set it off to the sidebecause I want to put it in the truck last because I didnt want it to break. I stood back, snapped a picture of the empty unit and as I did that, I didnt even see the piece of glass. I forgot aboutthe piece of glass and I left. Ive been suspended indefinitely because of this mistake, which was non-intentional Ive been accused of cherry picking which is going into a unit and only taking what want and leaving all of the rest. This was absolutely not the scenario I forgot and made a mistake and left one easily movable item into this unit. I worked very hard andhad rented a U-Haul truck to do this. *** purchased 39 units in the last 12 months. This is a very integral part of my income. I have been left not being able to pay all my bills now.

  

  Business Response

  Date: 07/28/2025

  Hello *****,

  Thank you for reaching out and for your continued participation in our online auctions. We understand how important this platform is to our bidders, and we appreciate the effort youve put into clearing units in accordance with facility policies.

  ************************** is an online auction platform that upholds the terms and conditions set by each individual storage facility. In this case, your account was suspended following a report of a unit not being fully cleared, which facilities may interpret as a violation of their rules. However, after reviewing your account history and recognizing your consistent participation and overall compliance, we have reinstated your account.
  Please note that you were previously restricted from bidding with Public Storage in July 2024. If you continue bidding on units listed by that facility group, your account may be subject to re-suspension. We recommend avoiding any facilities that have restricted your access in the past.

  If you have any questions or need assistance navigating your account, our support team is happy to help.

  Regards,

  The StorageTreasures Team

  Customer Answer

  Date: 07/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:07/16/2025

  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 contacted ST on July 16, 2025, & asked them to immediately remove a public auction listing tied to a unit at Extra Space in Arlington, Virginia. That unit contains sensitive personal property, including: Medical records, Family trauma documentation, Military sexual trauma (MST) evidence, The ashes of a deceased family member. I provided full notice that I’m a disabled vet, that the contents are connected to a pending dispute, and that the continued listing exposes me to public harm, emotional trauma, and safety risk. As of now, the listing remains active and my name is still displayed, despite my formal written request for removal. This is not about payment or collection it is about ST refusing to act after being told their platform is hosting an auction that risks irreversible harm and public exposure. ST is: Ignoring a formal request to pause/remove a listing involving personal trauma; Failing to verify that the auction is lawful or safe before hosting it; Providing no follow-up or confirmation that the issue is being addressed Desired Resolution: Immediate removal or suspension of the auction listing. ST is participating in retaliatory & unlawful procedure. Kyle **********, the Regional of Extra Space Storage, is fully aware of my protected status and the ongoing legal dispute involving this unit. Tony ****** the Site Man at the Arlington facility, is also aware. I forwarded all relevant email traffic & legal documents to their company, & they’ve acknowledged receipt. ST can’t claim neutrality or ignorance. They’ve informed in writing that the contents of this unit involve sensitive personal property, including military trauma evidence and the ashes of a family member. They’ve continued to allow listing & bidding on my property. This is not just negligence it’s retaliatory. My unit was placed under threat of auction after I disclosed disability, trauma, and protected status. I was never given a meaningful opportunity to resolve the matter with dignity.

  

  Business Response

  Date: 07/22/2025

  Hello *****,

  We understand how concerning this situation is for you, and we appreciate you sharing these details.

  StorageTreasures.com is an online marketplace that connects bidders with storage facilities conducting lien auctions. We do not own or manage any storage units, and we do not control which units are listed for auction. Each storage facility is solely responsible for its own auctions, policies, and compliance with state-specific lien laws.

  We have reviewed your request and, as a third-party platform, we must uphold the auction terms set by the facility. Any concerns regarding the contents of the unit, the legality of the auction, or requests to pause or remove a listing must be resolved directly with the storage facility managing the unit. They are the party authorized to make changes or withdrawals under applicable lien laws.

  If you need assistance navigating our platform, our support team would be glad to help.

  Regards,

  Marla *****

  Customer Answer

  Date: 07/22/2025

  Your refusal to intervene is now preserved as evidence of complicity and willful disregard of my federally protected Rights. 
  
  Your platform cannot hide behind third-party disclaimers when you actively profit from and administer access to these auctions.
  You just admitted that you enforce and uphold the storage facility’s terms which means you are not neutral, you are contractually bound and operationally involved, and you are therefore liable under any civil rights and consumer protection violations that stem from this auction.
  
  You’re not taking the auction down?  It’s harming my family. 
  
  ADA violations due to failure to accommodate a disabled consumer under 42 U.S.C. § 12182(b)(2)(A);

  Participation in the deprivation of due process and equal access under color of business conduct;

  And potential civil conspiracy, given your coordination with an entity known to be in litigation.
  
  You’ve made your position clear. You are complicit.
  

  
  

• Initial Complaint

  Date:07/15/2025

  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.

  I placed bids on 2 units and I won them. I paid Storage Treasures their fees immediatly and went to the facility. I collected my items from 1 unit, i needed help with the 2nd because of how it was stacked in there. It was utterly difficult as the facility Uhaul at the Loop only allows access when they are there so they can let you in. Then when I went on the Storage Treasures App only to find out Storage Treasures has suspended my account because other persons at my address failed to pay all their Storage fees. An account I have no access to. I have no clue how much they owe. Just because we share an address im suspended.

  

  Business Response

  Date: 07/22/2025

  Hello ********, 

  We appreciate you bringing this to our attention and we understand how frustrating this experience has been.

  ************************** is an online marketplace that connects bidders with storage facilities conducting lien auctions. While we do allow multiple accounts within the same household, all accounts typically must remain in good standing to prevent suspended users from bidding through others.

  After reviewing your account, we confirmed that you have not violated our Terms of Service. As a result, we are willing to reinstate your account with the understanding that the other suspended individual cannot be listed on nor associated with your account moving forward.

  If you have any questions or need further assistance accessing your account, please contact our support team directly and well be happy to help.

  Regards,

  ***** *****

  Director of Customer Service

  Customer Answer

  Date: 07/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ***
  
   
  

• Initial Complaint

  Date:07/02/2025

  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.

  There was an auction on a storage unit.I bid $800.00 at the last 10 seconds & was advised I was overbid, but the unit was sold for $560.00 In addition to that the rules say that if a bid is made before the auction is closed it adds 3 minutes to the auction clock. Both the auction company & the storage company deny any responsibility. As I understand there is a max bet feature or button available to anyone. Why even have an auction then? If one person engages this button it should end the auction. But also, the winner of the auction should have bought the unit for their maximum bid or over what I bid. This makes no sense.

  

  Business Response

  Date: 07/11/2025

  Hello *****, 

  We appreciate you taking the time to share your concerns.

  ************************** is an online auction platform that connects bidders with storage facilities conducting lien sales. We understand that auction timing and bidding features can be frustrating, and were happy to clarify how the system works.

  Our platform includes a proxy bidding feature, which allows bidders to set a maximum bid. The system will automatically bid on their behalf up to that amount, just enough to maintain their winning position. This can result in a final sale price lower than another bidders maximum if the competition didnt reach that level.

  If the unit sold for $560 and your $800 bid was not accepted, that indicates it was submitted after the auction officially closed. Sometimes, a delay in screen refresh or internet connection can cause the countdown timer to appear slightly out of sync. For this reason, we always recommend refreshing the auction page frequentlyespecially during the final moments.
  Regarding the auction timer, our system is designed to extend the clock by 3 minutes when a bid is placed in the final 3 minutes. If that did not occur as expected, wed be happy to investigate furtherplease feel free to contact our support team.

  Regards,

  ***** *****

   

• Initial Complaint

  Date:06/24/2025

  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.

  I started bidding on a unit and their system was bidding against me. Im not sure if its storage treasure or public storage because as soon as I put in a bid not even seconds later Im out bid. It went back and forth with me until it went to $500.00 which is a SCAM! If no one is out bidding me why keep raising the bid? Then if I bid higher the time wouldnt change but as soon as the system worked bid against me they would add more time to bid clock to try and it bid me again which again is a SCAM!!!

  

  Business Response

  Date: 07/08/2025

  Hi D'erricka, 

  which is a standard feature on most online auction platforms. This allows bidders to enter the maximum amount they're willing to pay, and the system automatically places the lowest possible bid on their behalf to maintain their leadonly increasing if another user places a competing bid.

  What you experienced was likely another bidder using this feature, which can result in rapid automatic bids if their max amount exceeds your current bid. Additionally, our extended bidding feature adds time to the auction clock when a new bid is placed near the end, ensuring all participants have a fair chance to respond, similar to a live auction environment.

  This feature is designed to help bidders stay competitive without needing to monitor the auction constantly. We encourage all users to take advantage of Max *** for a more convenient and strategic bidding experience. We understand online bidding can be confusing, and were happy to help clarify how it works anytime. Thank you again for your feedback.

  Regards,

  ***** *****

  Director of Customer Service

• Initial Complaint

  Date:06/16/2025

  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.

  I went to storage facility on June 15, 2025 who is a client of storage treasure to make payment for two units . One of my units was missing a lot of stuff . I spoke to the employee I tell her I am missing a lot of stuff from the other unit I want her to cancel that auction and give me refund . After I finish to clean the first unit the lady want me to clean the second one , I tell her I m asking her to cancel it because it's not the same i saw that picture and I need a refund . The lady said she not going to cancel the auction and I have no choice but to take the stuff I see . I tell her I will notify storage treasure in the chat my second unit was stolen . When I start texting with an agent from storage treasure I was asking her for my invoice Id number because they agent was asking me for it. The lady took another customer and she was asking me to step outside because she will leave the office to show the other person a unit . She's very poor customer service, unprofessional . After I step outside 5 minutes I saw on sheriff officer come to me and ask me what happened. I explained to them my unit missed a lot of stuff stuff I just ask the lady to cancel the auction and give my money back , she refused to help me with my invoice id number. . The lady doesn't help me to find out who take my stuff , she said she will suspend my because I didn't clean it . Now my account are suspended . I never have that problem before . I always empty all my units , clean them . I need help with storage treasure for reinstate my account

  

  Business Response

  Date: 06/24/2025

  Hi ****,

  Thank you for taking the time to share your experience.

  Were sorry to hear that one of the units you purchased did not appear as expected upon arrival. As outlined in our Terms of Use, all units are sold as-is, where-is, and bidders are responsible for reviewing and comparing the units condition to the auction photos before submitting payment or handling any items. We strongly recommend that all buyers have a copy of the original auction photos with them during pickup to help identify any discrepancies before proceeding with payment.

  Once payment has been made and items have been moved or removed, the facility is generally unable to cancel the auction or issue a refund, as the original condition of the unit can no longer be verified. In this case, our support team reached out to the facility to better understand the situation. According to the facility manager, you began cleaning out one unit, then moved on to the second unit and informed them of missing items. At that point, you had already started handling the contents. Because of this, the manager explained they could not cancel the auction or offer a refund. The facility also reported that law enforcement was called due to escalating behavior during the interaction, and they have since restricted you from participating in auctions at their locations.

  That said, we recognize this is the first issue noted on your account, and we appreciate your prior history of successfully completing cleanouts. As a courtesy, we will waive the standard 30-day suspension and reinstate your StorageTreasures account. Please note that this reinstatement does not override your current ban from Public Storage, which is their discretion.

  Sincerely,
  StorageTreasures Team

  Customer Answer

  Date: 06/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:05/31/2025

  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.

  I purchased a storage unit and the card that I have on file was no longer valid. I receive one notification that my unit was beingoffered to a back up bidder. I immediately went to go make a payment however before making a payment I message the chat system, making sure that I still purchase a unit and go pick it up which I was told I could. After calling the storage facility, they advised that the storage has been given already to the back up bitter, however I still made a payment and was charged for the storage. I asked, can I just get my refund? Im OK with my account being suspended because I paid for this unit online however I never received the unit so itwas the responsibility of the other winner to pay. They still kept my money. They told me that I will not be getting a refund and were extremely nasty doing so I dispute my refund with my bank. If I did not win the storage, why am I still paying for it? Also 24 hours to make a payment is insane. They used do it way different than that since theyve upgraded a StorageTreasures. It has been such an issue with doing anything with them that was my firsttime having an issue And they shut my account down right away for the first time Ive never made an error with them before what about first time leniency for a company to do that its absolutely insane

  

  Business Response

  Date: 06/11/2025

  Hi Tomeke,

  Thank you for your submission. ************************** is a third-party online auction platform used by storage operators to conduct lien sales. All bidders agree to our Terms of Use when registering and placing bids.

  Per the Auction Rules, which are displayed on each auction listing and confirmed at the time of bidding, winning bidders are responsible for payment regardless of whether the unit is claimed. Payment must be submitted within the required 24-hour time frame. If not, the unit may be awarded to a backup bidder. Once reassigned, the sale is considered final, and refunds are not issued.Additionally, the Terms of Use state that initiating a chargeback against StorageTreasures will result in account suspension.

  Our standard policy requires a 30-day suspension for violations of these terms. However, since this was a first offense, we will waive the 30-day suspension. The account will remain restricted from bidding on CubeSmart Storage auctions, and chargebacks may not be submitted moving forward.

  Sincerely,
  ************************** Support Team

• Initial Complaint

  Date:05/26/2025

  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.

  I went to a client of Storage Treasures to pick up items won at auction on the 24th of May 2025. I was treated to poor customer service and when the facility clerk was asked for a contact number for complaint she informed me that e mails had been sent to both Storage Treasures and her company.I was professional and polite throughout and had a helper there who witnessed all along with the property camera footage. The clerk had her infant daughter for the six hour duration of my stay.I am now banned from the Storage Treasures platform and from the property site for my "actions." There has been no contact with me about what the actions might be and what I have supposedly done.I am 67 a veteran and have never been arrested. I don't know what this clerk e mailed but it without verification has exposed me to some of the worst customer service I have ever had.

  

  Business Response

  Date: 05/28/2025

  Hi *****,

  Thank you for bringing this to our attention. We appreciate the opportunity to address your concerns.

  ************************** is an online marketplace that connects bidders with independently operated storage facilities. While each facility manages its own auctions and onsite interactions, we do assist in facilitating communication between bidders and facilities when disputes arise.

  In this case, we received a report from the facility regarding conduct during pickup at Metro Self Storage for Auction ID *******, which led to your suspension from both their site and our platform. While we cannot override a facilitys decision to ban a bidder, we do review all reports carefully.

  As this is the first issue noted on your account, we are happy to reinstate your StorageTreasures account with the understanding that you will no longer be able to participate in auctions hosted by Metro Storage.

  If you need help accessing your account or have further questions, our support team is here to assist.

  Regards,

  The StorageTreasures Team

  Customer Answer

  Date: 05/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:05/20/2025

  Type:Customer Service 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.

  Hello,Im submitting this complaint regarding a permanent ban placed on my ************************** account, now owned and operated by *****************. I strongly believe this action was either mishandled or overly rigid, and Im seeking a fair review by senior leadership.The reason cited for the ban was the existence of multiple accounts and alleged violations of policy. However, I have reason to believe my identity may have been compromised, possibly leading to fraudulent accounts being created in my name. I was never provided a full opportunity to explain or offer evidence regarding this.Its also important to note that StorageTreasures updated their policies after ***************** gained full control in 2024. The alleged infractions occurred under the previous structure, and my understanding of the rules was based on policies in place at that time. Since then, I have demonstrated full compliance with the current system. My most recent and sole active account remained in perfect standing until it was suddenly banned without warning or the chance for appeal.Ive contacted customer service but have received no resolution or escalation path. I am now requesting BBB assistance in getting this matter reviewed by a higher authority within the company.This ban has negatively affected my ability to conduct legitimate business, despite showing compliance and good faith. Im fully willing to undergo identity verification or account audits and welcome any steps toward reinstatement.Thank you for your time and support.

  

  Business Response

  Date: 05/28/2025

  Hello *****,

  Thank you for your submission. ************************** is an online auction platform that facilitates lien sales for storage facilities. As outlined in our Terms of Use, bidders are expected to maintain a single account, fulfill payment obligations, and vacate units in accordance with facility policies.

  A review of your account history shows that over the past three years, multiple accounts were created under your name. Across five accounts, you won ************************************ vacate five of thema 26% no-show rate. These actions are in direct violation of our Terms of Use.

  While the infractions occurred in 2023, we are willing to reinstate your most recent account under ********************** under the following conditions:
   1. No additional accounts may be created under your name or associated contact information.
   2. Any future failure to fulfill auction obligations will result in permanent suspension.
   3. Due to repeated no-shows with Extra Space Storage, you may not bid on any auctions listed by Extra Space Storage.

  Please confirm your agreement to these terms if you wish to move forward with reinstatement.

  
  Sincerely,
  ************************** Team

• Initial Complaint

  Date:05/02/2025

  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.

  April 29th at 12:10 pm I won a storage auction. It says I have 48 hours to clean the storage out. On April 30th at 12:15 the invoice says I went default on this because I didnt show up in the time frame. My call history shows that I called the facility at 12:14 on April 30th. I spopoke to a male employee and confirmed with him I was heading down there later and would need entrance. On way way down there I received a call from a female employee stating that the tenant paid the rent and the unit was no longer available. I accepted that. The issue is that it says I defaulted and Storage Treasures LLC isnt refunding my $25.20, instead they froze my account as if I didnt something wrong. I emailed them with the invoice that clearly shows they defaulted my unit in 24 hours and 5 minutes. I was well in my time to clear out the tiny unit.

  

  Business Response

  Date: 05/08/2025

  Hi ******,

  Thank you for sharing your concerns. We understand how frustrating this experience must have been and appreciate the opportunity to address it.

  ************************** is an online auction platform that facilitates lien sales for storage facilities, which each manage their own policies, including cleanout timelines and bidder default processes. In this case, we recognize that the storage facility began the Backup Bidder process earlier than expected, which understandably caused confusion.

  Once our team confirmed the cleanout time had not fully expired, we reached out to the facility multiple times to address the issue. After receiving confirmation from them, we issued a refund and reinstated your account on May 3rd. We apologize for any inconvenience caused and are glad your account is now in good standing.

  If you have any further questions or need assistance, our team is here to help.

  Regards,

  ***** *****

  Director of Customer Service