ComplaintsforPublic Storage- ALL LOCATIONS

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a unit in September of 2023. I came in on a special that I know believe is a bait tactic. Because of the time of month the payment would be due and my paydays, I knew I would be paying a late fee monthly. $197.40. Yeah, steep, but you do what you have to do right? Plus it seemed clean and secured. Cool. Tell me why on this monthApril 2024, I go to pay my bill and its $274.40!!! $77 increase! Are you kidding me? Obviously not because I had to pay it. I go online and guess what I see? This isnt something new. It looks like Im caught in one of the biggest scam deals in *******. Storage units. Its not like I can just up and leave because Id have to come up on uhaul fees, laborers, deposit and fees for another unit. This is awful. One of those moments when you can neither laugh or cry when you want to do both. ***y got me. Man! Public storage should be ashamed. Peoples look at murderers and thieves as the worst kind of evil. No sir. *** worst kind is that of false kindnesses and hidden agendas. $77 May not be much to some but for me? Is there nothing that came be done?

  Business response

  04/12/2024

  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. 
  
  BBB, ************ had a 10x20 which is one of our larger units.
  
  Rent Rate Notice was send out on January 29, 2024 advised her that on April 1, 2024 her rent would increase to $217.00 this does not include her $15.00 insurance total $232.00
  
  After reviewing ************ complaint with the BBB, we were able to make a rent rate adjustment for **** June and July 1, 2024, take your rent rate back to $232.00 including insurance.
  
  On August 1, 2024, your rent will increase to the amount that was send to you via rent increase notice on January 29, 2024 advising you of the rent increase to $232.00.
  
  Please **** your calendar of this changes, no other adjustment will be made. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been renting storage from this location for years now before , Public storage took over. Currently Im paying way more then what the company is advertising the same unit for , it shows online for $148 currently but I was paying almost $300.ni filed a complaint with customer service and they lowered it to $200. My other issue is that the company doesnt let you pick a day to pay , and I have no choice but to pay late fees because I have other bills to pay on the first.they have gone ** in price almost 3-4 times in less than a year with out warning. They need to regulate their prices and should make it easier for the consumer to pay them

  Business response

  04/10/2024

  BBB,
  We are responding to the BBB complaint from *************************** regarding his 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.
  
  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. 
  
  Please see your Rental Agreement under Fees and Charges
  
   "Monthly Rent" (due on the 1st of each month)
  
  BBB, ************ has a 10x10 which is one of our larger units.
  
  ************ we were able to make a rent rate adjustment for  six (6 )month  May, June, July, August, September and October 1, 2024, keeping your rent rate at $188.00 plus $15.00 insurance total $203.00
  
  On November 1, 2024, your rent will increase to the amount of $221.00 plus $15.00 insurance total amount due $236.00.
  
  If you wish to move into one of the units going for lesser rent, you can speak to the Property Manager and she/he will be glad to assist you.
  
  No other adjustment will be made on your rent rate.
  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.
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a storage unit for a FULL 30 days 3/10/24 - 4/9/24. I moved into the unit on 3/10/24, which was paid in full. I received a new bill approx. 3/19/24 stating that I had another bill due 4/1/24 though I stated and planned to terminate my use of the unit by 4/6/24 due to me moving. When I spoke to the manager at the location I was told regardless of move in date all billing was done for 4/1/24. i explained to the manager that I had just moved into the unit why would i be receiving a new bill with a due date of 4/6/24 if I had not completed my full month cycle in which was paid. I was told that i did not pay the new bill my things would be subject to eviction THOUGH I had only been in the unit at this time for a week. The manager also stated that in order to avoid said issues I would have to be out before 4/1/24 since that is the date of billing. When you read the contract it states nothing in regards to protection against eviction if you terminate services by/before your contact billed date, it only provides details of if you continue service and how billing is done.

  Business response

  04/11/2024

  Customer rented unit from 3/10/24-3/27/24 and only paid for the first month. We would not refund the $110 that she is requesting, that was the total for the time frame that she rented. I called and customer told me she was at a funeral and would call me back. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a storage unit on 4//1/2023 my monthly was initially $ ****** it went up in June to $****** they then went up again in October without notice so they adjusted it back down to ****** because I was never notified of an increase or that it was possible. They gave me a 90 day notice in February 2024 it went up to $209.00 2 months later it's gone up again to $278.00 and I have a late fee. I feel this is unrepeatable business practices you just do rate increases when you feel like it, i had a storage in the past with you and it never went up period for the entire 2 years. I feel like you do this because you can. When I spoke with the lady at the facility she said they raise rates every 6 to 12 months it definitely doesn't fall in that category. This is price gauging and bait and switch.

  Business response

  04/10/2024

  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. 
  
  BBB,
  
  ************************* got a rent rate adjustment back in November for 3 month at a lower rent rate ending in January of 2024.
  
  Unfortunately we are not able to make a rent rate adjustment at this time.  ************** is currently renting one of our larger unit 10x13.
  
  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 regret that we are unable to make any further accommodations in this situation. 
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a unit over there. When I moved in there was a huge hole the size of my head on the wall. And there was no lock. I requested that a manager reach out regarding the damage. And nobody reached out. When I finally spoke with someone she said she would not give any compensation because I shouldve just moved it. I put in a request for it to be fixed 3 months later it still wasnt fixed but they want me to pay still for a unit that had a hole as well as no lock. She simply said she put a bored in front of it but that is no real solution it wasnt nailed in or glued on to properly. No manager has reached out. And they will give my unit away if I dont pay. But I dont want to pay if all my stuff is damaged and just sitting out vulnerable to the weather or other people. Very dissatisfied I dont know if this is a franchise but the lady at the front is very rude and no help at all.

  Business response

  04/17/2024

  BBB,

  
  We apologized to *************************** regarding his concerns, as it pertain to the hole that was in his unit that he requested to have repaired.

  And that the Property Manager did not follow-up regarding the scheduling of having it repaired. 

  He was frustrated with the lack of communication. He understands that he lost his unit because he did not pay. Customer just wanted to file a complaint because he felt like the ** did not show any concern for his complaint and was very unprofessional. Stated ** said that she was going to send customer a picture of the unit and follow up on 3/28 but that she never did. 

  This matter is closed.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Public Storage charged me storage fees for the full month of April 2024 even though I moved out completely April 1st. Public Storage was closed on March 31st 2024 due to the Easter Holiday per their holiday schedule. I am requesting that they reimburse me my $65 dollars.

  Business response

  04/16/2024

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

  Out District Manager ****** tried reaching out to you on April 8, 9, and 10th also an e-mail was send requesting a call back. 

  BBB, it was agreed that a refund in the amount of $65.00 would be credit to Mr. ******* other unit#**** for the month of May.

  If you have any questions, please return your District Manager ******.
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb. 27th, I went to this Public Storage location to pay for a storage auction I had won. The employee had me pay for the unit, and I proceeded to empty the contents into my vehicle. Just before I left, the employee approached me and told me that he made a mistake when he processed my payment and he needed to process it again. So, I accompanied him back to the office where he processed my payment again and assured me that the previous charge would be refunded within 48 hours. The charge was not refunded. I have called this location multiple times trying to get them to process my refund as promised. They keep promising me that it will be processed within 5 to 10 business days, but it never is. I live 3 hours away from this location so I cannot drive down to confront them personally. I need help getting them to refund me as promised.

  Business response

  04/17/2024

  BBB,

  *********************************, our District Manager ***** has reached out to you a couple of times leaving a message for a call back.

  Please see part down below:

  When I was researching it he paid $74.90 for the unit, $100 deposit (which was returned), $10.50 to Storage Treasures as the fee. 

  I do not see where we owe him anything or he was charged him twice.  

  If customer returns my call, we can review this concern. 

  BBB we asked that you please close this claim. 

• 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

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Complaint: Negligence and Unsafe Conditions at Public Storage 1817 *******************************, ******, ** ***** This is regarding the unsafe and negligent conditions of their storage facility.On March 1, 2024, I rented a storage unit at Public Storage, expecting a safe and secure place to store my belongings. However, on or around March 12, I discovered significant water damage to my belongings due to a leak and corroded pipes in my unit. it posed a health and safety risk due to water and contamination, particularly as a disabled individual.Upon discovering the damage, I immediately attempted to contact the management of Public Storage for assistance. However, despite my efforts, I was unable to reach anyone on-site or receive a response to my calls and messages. The storage unit was left unlocked, clean and open, as part of compliance with the moveout policy. Furthermore, despite completing the move-out process through their app and receiving confirmation via email, I have been unjustly asked to pay for another month's rent. I believe that Public Storage has failed to fulfill their obligations as a storage provider.Therefore, I am requesting the following actions to be taken:Conduct a thorough investigation into the safety and maintenance practices of Public Storage located at ***************************************************************************, Unit C003 Provide full compensation for the damages incurred to my belongings as a result of the water leak and unsafe conditions.Cease any further attempts to collect payment for the additional month's rent, as I have already completed the move-out process in accordance with their policies.I appreciate your attention to this matter and trust that the Better Business Bureau will take appropriate action to address these concerns and ensure accountability on the part of Public Storage located at ****************************************************************************Sincerely,******************* ******************************************************** ************

  Business response

  04/04/2024

  BBB,
  
  We are replying to the complaint filed with your office by ******************* regarding water damage to her items.
  
  We are disappointed to learn that Ms. ***** has experience damage to her items.
  
  After reviewing ************ account we show that she took out insurance at the time of rental with *********************.
  
  At the time of rental ************ 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.
  
  BBB,
  Our District Manager ******* reached out to you today April 4, 2024 leave you a message for a call back.
  
  ************ our gate code shows that you vacated out on March 30, 2024 and there is no balance due.That was removed by you District Manager ******* and you now have a zero balance.
  
  ************. If you still need assistance please return your District Manager ******* @ ************.
  
  BBB we ask that you please close this claim based on our final assessment.  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 31st I moved out of my storage and returned the key before closing. I just received a letter saying that I have a credit of $178.00 dollars then I got a second letter saying I owed $178.00 dollars. So I called the manager and she said since we moved out after hours there is a one day charge of $178.00 dollars. But it wasn't after hours we were gone before closing. My bill is $200.00 a month and one day your charging $178.00 dollars and it wasn't after hours we left before you closed.. this is not good what can you do about this? I thank you for your time.

  Business response

  04/04/2024

  BBB,

  ***********************, we apologize for the inconvenience that this matter may have caused you.

  After reviewing your account we see that the balance owing was adjusted to zero.

  This account is closed. 

*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. ↩