ComplaintsforPublic Storage- ALL LOCATIONS

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Second month was supposed to be free. My unit got moved because the local public storage didnt do their job and have my unit ready at move in. After moving into a different unit the clerk at my local public storage told me she would work the promotion transfer so Id still get the second month free.

  Business response

  04/10/2024

  Mr. *******************************, we apologize for any inconvenience that this may have caused you.

  A credit of $192.00 was applied to your account on April 9, 2024. 

  BBB please close this claim. 

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  Thank you for resolving this! 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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/13/2024 I tried to book a storage online. the website did not work. I called the number and an agent answer from *******. I was not able to create an account, the agent said i must go to the store location. I called the location and left a message. The agent called back and said she will wait for me. Anyway they have published hours. Why she has to wait for me since it was about 11 am ET. I went to the store onButtler road in MD. I loged in the portal a week later and I was not able to see invoice or a contract in documents. All I see is charges. When I click on charges there is no detailed invoice.The agent said that the price will be the same as published price online $134. Today the rent came with a new price 176 plus 15 insurance. I tried to download docs. Impossible. I made a call and **** from customer service/ technical support said that she sent 5 times invoices. I did not receive any invoices. Then I called the number in ********, ** the headquorters and the agent said that i must go to the storage and they will print invoices and contract for me. I am 70 years old and I must drive to the storage to get the paper work. I am very upset with No1 change of fees and No2 their software. I will file a court case and get a public atterney and dispute the bill and their dishonest practice.

  Business response

  04/07/2024

  BBB,
  We are responding to the BBB complaint from ************************************* regarding her Rent Increase.
  We apologize for any inconvenience that you may have incurred regarding this matter. 
  Public Storage strives to provide you the best value in self-storage, and we believe our rates are still competitively priced. We understand an increase in rent is never a welcome event and apologize for any inconvenience this may have caused.
  
  ************************** please see an insert from your Rental Agreement.  (See below)
  
  The monthly Rent, amounts and type of other Fees and/or Charges, as well as any other term of this Lease/Rental Agreement, *may be adjusted by Owner effective the month following written notice by Owner to Occupant specifying the adjustment, which such notice shall be given not less than thirty (30) days prior to the first day on which the adjustment shall be effective. Any such adjustment shall not otherwise affect other terms of this Lease/Rental Agreement and all other terms of this Lease/Rental Agreement shall remain in full force and effect.  This is all stipulated in the Rental Agreement which the consumer signed.
  
  Our District Manager ******* spoke with **************************, we were able to make a rent rate adjustment for the customer for three months only. Effective April 1, 2024 she will continue to pay $113.00 plus her insurance of $15.00, this will continue for **** and June 1, 2024.
  
  On July 1, 2024 ************************** rent will increase back to $176.00 plus $15.00 insurance, total amount $191.00 without further notice.
  
  Please write this information on your calendar as your reminder. No other notice will follow.
  
  BBB we ask that you please close this claim.

  Customer response

  04/11/2024

   
  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.

  Yes, the district manager ******* contact me and he reduced my bill for the next 3 months. Your help is much appreciated.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rented a unit at the ************* ** location for years. Scheduled a move out date for 3/24/24 to make sure we didn't go into April. Scheduled it online, no where does it have instructions when scheduling the move out that you need to keep the lock. The locks sit inside the door and appear to be their property. We assumed they cut them and throw them away. Moved everything out the day before scheduled and bill was paid up. Of course the location in ************* ** decides to call on 4/3/24 and say oh, well now it's after the first of the month and you didnt take the lock so you owe us the month of April. ....? Are you serious? Not one employee could call before or right after the move out to ensure we understood the process, see if we needed anything, thank us for our years of business ...nothing? You wait until after you can charge for the full month of April before you decide to let us know the lock should have been taken with us. They stated it was sent in an email. An email..... Not in the move out process online they have you schedule but a convenient email that lands in spam to let you know about the lock. We reached out to customer service immediately to see if they could rectify the situation and the customer service Rep ******* stated, oh well if the lock is there then I won't remove the charge. That's it. We needed another unit in the area we moved too but absolutely would never go with this company again. Over the years they jacked up the prices constantly and the end move out was just the icing on the cake. I cannot believe they didn't have one employee follow up on the move outs to make sure we were all set. Not one. I want our last bill removed and for one person at this company to show a little customer service.

  Business response

  04/07/2024

  BBB,

  ***************************, we apologies for any misunderstanding that you may have had with vacating the unit. 

  As a **************** Gesture, your District Manager ***** has agreed to waive the balance owing on the account giving you a zero balance. 

  BBB we ask that you please close this claim. 

  Customer response

  04/11/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved out of my storage unit and turned in the key with the lock by the first of April. This public storage employee (they are always different and too new to be safe) told me I owed for the month. I disagree and refuse to have my safety jeopardized for their incompetency any further.They had so much violent toxic crime on that site by crazy people that all my stuff was pilfered and contaminated and ruined by obsessive creepers over and over. They even sold a "look see" to creepers in my storage unit. I don't owe them, they owe **** want a refund for all of the money I spent on that storage unit rental over the months. I want $700.00 refunded to me.

  Business response

  04/04/2024

  BBB,

  
  *************************************** we apologize for any inconvenience that this may have caused you.

  
  After speaking with your District Manager **** we were able to review your account, as a customer service gesture we will waving the $72.00.

  You currently have a zero balance. 

  
  BBB can you please close this claim. 

  Customer response

  04/11/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,This has happened to me before but because I was in ********** and my storage was in ***************, *******, I couldnt do anything about it.I moved back to ***** mid-October 2023 and on November 18, 2023, I rented a 5x5 Public Storage unit at location *******************************************Today, in just after 4 months of renting the space, I have received an email informing me that as of May 1, 2024, my rent payment will go up from $68.81 to $92.02! Thats a hefty increase for a tiny little space. It is clear to me that this is a case of daytime theft, false advertising - tricking customers to spend their money on movers, offering 1 st month free and then shocking you with a soon-after big price increase. So now I am forced to either pay what they want, or pay for moverseither way, they are forcing me into additional expenses. How is this allowed? Someone must stop this.As I said, this happened to me with Public Storage before, but this is first time I am filing a report.Thank you for your time.With regards,***********************

  Business response

  03/29/2024

  BBB,
  We are responding to the BBB complaint from *************************** regarding her Rent Increase.
  We apologize for any inconvenience that you may have incurred regarding this matter. 
  Public Storage strives to provide you the best value in self-storage, and we believe our rates are still competitively priced. We understand an increase in rent is never a welcome event and apologize for any inconvenience this may have caused.
  
  ************** please see an insert from your Rental Agreement.  (See below)
  
  The monthly Rent, amounts and type of other Fees and/or Charges, as well as any other term of this Lease/Rental Agreement, *may be adjusted by Owner effective the month following written notice by Owner to Occupant specifying the adjustment, which such notice shall be given not less than thirty (30) days prior to the first day on which the adjustment shall be effective. Any such adjustment shall not otherwise affect other terms of this Lease/Rental Agreement and all other terms of this Lease/Rental Agreement shall remain in full force and effect.  This is all stipulated in the Rental Agreement which the consumer signed.
  
  We were able to make a rent rate adjustment for ************** for three months only.  Effective May 1, 2024 she will continue to pay $68.81, this will continue for **** June and July 1, 2024.
  
  On August 1, 2024 ************** rent will increase to $73.00 plus $15.00 insurance, plus tax $4.02 total amount ***** without further notice.
  
  ************** please write this information on your calendar as your reminder. No other notice will follow.
  
  BBB we ask that you please close this claim.

  Customer response

  03/29/2024

   
  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. To clarify, you are not keeping the same rate - you have emailed me that you are giving me $22 Customer Appreciation Promotion, which now makes my monthly payment of $70.02. My monthly payment was $68.81.

  In my opinion, you are still in the wrong to be hiking up prices by 20-30% in the first year of renting a unit, or frankly, ever. This is a very steep increase that legally should not be allowed. Would you like someone increasing your rent at such rate? I dont think so. 
  

  I will keep my items at the unit until end of July, after that, I will be sure to find an alternative accommodations for my belongings. 
  

  I am truly disappointed that companies are allowed to be so, cruel is the word. 
  This situation has inspired me to study Public Storage profits, I have a feeling myself and thousands of others customers yet again are paying dearly for someone elses comfort. Its healthy for a company to make a profit, that is the name of the game - but do so in a transparent and dignified way. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I think its ridiculous how the prices/rent increases yet my unit and items are covered in mouse piss/poop and the gate never works. I havent even been at this facility for a year yet and Ive had two increases. I am now expected to pay $239 and it can just increase whenever they feel like it? On what grounds? Its not even maintained properly like the other storage units in the area.

  Business response

  03/29/2024

  BBB, we are following up with a complaint filed with your office by ********************************* regarding damage to her items and a Rent Increase.  
  
  We are disappointed to learn that ************** has experience damage to her items.
  
  After reviewing her account we show that she took out insurance at the time of rental with *********************.  
  
  At the time of rental she executed a Rental Agreement where she agreed and understood in section six (6).
  
  Insurance: Release of Liability: All personal property is stored by the Occupant at the Occupants sole risk. Insurance is Occupants sole responsible. Occupant understands that Owner will not insure occupants personal property. And in Section 7,Limitation of Owners Liability: Owner and Owners Agents will have no responsibility to occupant or to any other person for any loss, liability,claim, expense, damage to property or injury to persons (loss) from any cause.
  
  ************** please reach out to ********************* @ ************, regarding damage to your items and compensation.
  
  Public Storage strives to provide you the best value in self-storage, and we believe our rates are still competitively priced. We understand an increase in rent is never a welcome event and apologize for any inconvenience this may have caused.
  
  ************* please see an insert from your Rental Agreement.  (See below)
  
  The monthly Rent, amounts and type of other Fees and/or Charges, as well as any other term of this Lease/Rental Agreement,*may be adjusted by Owner effective the month following written notice by Owner to Occupant specifying the adjustment, which such notice shall be given not less than thirty (30) days prior to the first day on which the adjustment shall be effective. Any such adjustment shall not otherwise affect other terms of this Lease/Rental Agreement and all other terms of this Lease/Rental Agreement shall remain in full force and effect. This is all stipulated in the Rental Agreement which the consumer signed.
  
  BBB, Ms. ****** had a 10x10 which is one of our larger units.
  
  We were able to make a rent rate adjustment for ************** for three months only.  Effective May 1, 2024 she will continue to pay $185.00 this will continue for **** and July of 2024.
  
  On August 1, 2024 ************** rent will increase to $212.00  plus $15.00 insurance total $239.72 without further notice.
  
  ************** please write this information on your calendar as your reminder. No other notice will follow.
  
  BBB we ask that you please close this claim.
  
  
  

  Customer response

  03/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is okay to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Offering half rate online, then upped my rate on a 10x5. When I asked why, they lowered the rate back down for 6 months. (Still double what they are charging online) Then hiked the rate $40 in 2 months with no notice. When asked why its because they built a new building. The only recourse that was offered was to move me to a new unit, the same size at another location. I live 5 hours away, thats not optional. They are pushing me out of my unit that has been faithfully paid every month for almost 10 years by doubling and raising my fee. This is not right.

  Business response

  03/29/2024

  BBB,
  We are responding to the BBB complaint from ******************************* regarding her rent increase.
  We apologize for any inconvenience that you may have incurred regarding this matter. 
  Public Storage strives to provide you the best value in self-storage, and we believe our rates are still competitively priced. We understand an increase in rent is never a welcome event and apologize for any inconvenience this may have caused.
  
  ****************** please see the Terms and Rent (See below)
  
  The monthly Rent, amounts and type of other Fees and/or Charges, as well as any other term of this Lease/Rental Agreement, *may be adjusted by Owner effective the month following written notice by Owner to Occupant specifying the adjustment, which such notice shall be given not less than thirty (30) days prior to the first day on which the adjustment shall be effective. Any such adjustment shall not otherwise affect other terms of this Lease/Rental Agreement and all other terms of this Lease/Rental Agreement shall remain in full force and effect.  This is all stipulated in the Rental Agreement which the consumer signed.
  If price is an issue, we can always revisit what youre currently storing to see if we can find another less expensive storage unit that meets your needs. To do so, please contact your Property Manager who would be happy to help you. 
  
  ****************** we were able to make a rent rate for you taking your rent rate down to $114.00 this does not include your $9.00 insurance, the total will be $123.00 effective as of April 1, 2024.
  
  Please mark down this information on your calendar, no other reminder will be send.
  As a valued Public Storage customer we appreciate your business and look forward to continuing to meet your storage needs.
  
  BBB we ask that you please close this claim based on our final assessment.
  
  
  

  Customer response

  04/03/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rent a storage unit 465 on Feb 24th 2024 which was to be prorated but paid full month of ****** ,the on March 5th went in office told i owed only the prorated amount for the month of March at ****** which i paid.The i was emailed of a past due amount of 59.and some change .which i should have no balance due .I called left message got call back and was told they would have property manager call but to no avail.on Monday 3/24/2024.So i went to chat with live agent.who look at my account and stated that the ****** was prorated and they only charged 47.and some change which they did not because i paid the total ****** in cash upon renting unit .Then ,i went in office and paid the ****** for the month of March which was the prorated amount since i paid in full in Febuary.The i recieve email staing i had a past due balance for March of ***** ,they were going to auction my property so i paid the ***** to stop the lien the agent in the chat ***** that the ****** was a credit but it was not i paid that amount aswell.so now this is what they tell me and the property is closed to the public and im not able to get this situation corrected with anyone from Public storage. No contact from anyone.i stated they need to refund me my ***** or apply to next months rent .but they are saying the ****** was a credit but i paid that amount too.Please help for documents you would need to contact office for my account info .acct #******** unit 465

  Business response

  03/29/2024

  BBB,

  
  We were able to speak to ************ as it pertained to her concerns. 

  
  ************ came into the office this morning 3/29/2024 to show that the payment was made on March 4, 2024 in the amount of $99.67. It was applied to the wrong account.

  
  We do apologize for the error. 

  Customer response

  03/30/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October 2003, I rented a 10 X 10 unit number 0064 drive up unit from the Public Storage on, **********. The same day of the rental, I realized, the unit was too small. So, I spoke with the property manager and she found a larger unit, 0082 and she informed me to return the keys first thing the next day because it was late and I hadn't moved into the unit.The next morning, I returned the keys and moved into unit 0082.After a week, I didn't see the Refund in account.So,I spoke with the property manager, again, she told me, she will call **************** and see what's the hold-*** and she'll get back with me. Of course, that never happened.So, I waited for the call that never happened. I called the **************** on February 2024 and I was told, the account will be reviewed by one of the Supervisors (the declining ****** Someone would follow up with me within 72 hours. Of course, that never happened.After finding out today, my Refund request was denied because of the date discrepancies and the fact that the property manager did not submit the information in accordingly.That apparently led to the decision of me not getting my refund on a unit that I never had access to moving in.Less than 24 hours after I retrieve the keys, I had the keys returned to the property manager. And now, I need to get my refund!

  Business response

  03/26/2024

  BBB,
  We are responding to the BBB complaint from *********************** regarding her refund.
  We apologize for any inconvenience that you may have incurred regarding this matter. 
  ************** spoke with her District Manager ********* regarding the error, if should have been a transfer not a new unit.
  
  She will reversed charge card payment back to charge card. 

  Customer response

  03/28/2024

   
  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.
  

  I was told by Ms. ********** my Refund was processed, and it should reflect on my account in 5 to 7 business days.

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

• Initial Complaint

  03/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a storage unit on 11/9/2023 beginning 11/11/2023; paid $51.09 for the remaining days in November 2023. I paid for all of December 2023 on the first business day of December 2023 in the amount of $86.80. I notified Public Storage of my cancellation via their app on 12/17/2023 (>2 days before the next billing period); and received a call from Public Storage # **************, at exactly 09:44 AM confirming my cancellation and move out date of December 22, 2023 (I have email proof of this date).I was wrongfully charged on January 3rd for the January 2024 rental even though I had emptied my items from storage and removed the lock as instructed. I have proof of this charge. When I was notified on January 12th of an upcoming charge for February 2024, I turned off the auto-pay, thinking the previous charge may have been my fault.When I was notified on February 6th of an unpaid balance of $109.00 I promptly called Public Storage @ **************; precisely at 10:07 AM and spoke with a gentleman who I informed this was wrong and it needed fixed. The man said he fixed it in the system and would mark the account for reimbursement for the January charge.Then I received a letter dated March 10, 2024, from ****************** LLC, claiming I have been turned into collections for an unpaid balance of $109.00. Not only do I NOT owe them money, they owe me $124.00 for the wrongful charge supposedly for January 2024. Again, I had a confirmed move-out-date for December 22nd and I have email proof of that. I can also send screen capture images of the December 18, 2023, and February 6, 2024, phone calls from, and to, Public Storage.

  Business response

  04/03/2024

  BBB,

  *******************************, we do apologize for any inconvenience that this matter may have caused.

  Our District Manager ******* spoke with ****************, regarding his account.

  The January payment in the amount of $124.00 was reversed back to his charge card . And the balance owing for February was waived. 

  BBB this claim is closed.

  Customer response

  04/04/2024

   
  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.

  Also, I appreciate how professional the new property manager was, at Public Storage, while speaking to me over the phone and working through this dispute.  Thank you.
  
  Sincerely,
  
  ***************************

*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. ↩