Complaints

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

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  SmartStop Self Storage

  10 Terrace Rd Ladera Ranch, CA 92694-1182

  
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  SmartStop Self Storage

  2380 Fenton St Chula Vista, CA 91914

  
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  SmartStop Self Storage

  2845 E. Riggs Rd Gilbert, AZ 85298

  
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  Smartstop Self Storage

  8239 Broadway St San Antonio, TX 78209

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  SmartStop Self Storage

  3101 Texas Avenue S. College Station, TX 77845

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:10/24/2025

  Type:Sales and Advertising 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 have stored my stuff at Smartstop self storage here in ********* Ont first my stuff was destroyed by a roof leak so I lost all my furniture the company moved me into a dry unit in August of 2025 then October 23 2025 I went to get what bins and boxes I had left and someone broke into my unit rooting thru all my bins and boxes that I had left stealing items of value and the storage facility is telling me it is impossible for someone to break into the unit I had When I went to open my two lock I had on the wooden door I notice the locks had been tampered with then I proceeded to open them and enter the unit to find all my boxes and bins ripped thru we have involved to police and I was told to come here and put a complaint in I feel like something else is going on here because the employees were making tons of excuses and even arguing with myself and my daughter I am not sure where to go from here but I figured someone should start looking into this company as this is the second time I have had an incident with Smartstop self storage They took my daughters Pokmon cards worth thousands of dollars and my jewelry box full of jewelry and coins and different kinds of bills from other countries Also a silver heart containing my dead fathers ashes These are the photos of the door and insurance claim the company started my daughter has more photos So if you email me I can have her send them too

  

  Business Response

  Date: 10/28/2025

  *** ********, were sorry for the distress caused. We acted quickly and investigated, filed an insurance claim, and moved your belongings to another unit. We're here to support you and will be cooperating fully with the investigation. Please reach out if you need anything further.

  Customer Answer

  Date: 10/28/2025

  
  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:10/21/2025

  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.

  My storage unit monthly fee was raised a few months ago my original monthly fee was $101 new monthly fee $158 I understand my storage unit is on a month by month basis but I should have been told about it in advance not to be a hidden fee to surprise me later with it. Also isnt that considered false advertising by the business. The second issue is they can raise my monthly storage unit fee but they cant guarantee to fix my lighting in my storage unit. **** who works at smart stop storage told me when I told him about the lighting issue in my unit **** said that if it was an easy fix they would fix it but if it wasnt an easy fix they wouldnt fix it. So now Im filling a complaint

  

  Business Response

  Date: 10/23/2025

  Mr. ********** based on your conversation with our District Manager, we understand the resolutions to the issues are being addressed.  Please let us know if you have any further questions.

• Initial Complaint

  Date:10/03/2025

  Type:Billing 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 was told by the store representative as well as on the ********************** that the payment due is on the first day of each month, and there is a five day grace ******* However when I paid my October rent on Oct 3rd, I was charged a 20% the late fee. Only then I was told the payment due date is 27th each month.This contradictory information on the *** page needs to be updated. And late fee waived.************************************ rt/faqs.The unit is G102 at **************************************

  

  Business Response

  Date: 10/07/2025

  Mr. ******* thank you for your feedback.  We understand you have spoken to our District Manager and resolved the issue.  We have also made the necessary corrections to our website to provide full clarity.  Please let us know if you have any further questions.

• Initial Complaint

  Date:10/01/2025

  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.

  One of their branches smart stop self storage located in ************************************ posted unpaid unit for auction. When we arrived to clean it manager said that temper tag doesnt match the one listed on invoice. She opened unit after making call to someone and rushed to her office. We checked photos of content with what was listed and got shocked all good stuff was gone unit was checked by someone and leftovers were offered for us to pick up. This is fraudulent misleading activity made us to ask for refund of deposit and paid money for auction. Manager was running around the property for about an hour trying to find out what to do she looked weird and suspicious like she stole stuff and didnt know how to cover herself in this situation. She came with proposal that she will give us cleaning deposit but not money paid for auction. Really? We didnt take anything she was called immediately when discrepancies with photos were found but keeping money help her to make it the way that we cleaned the unit and hide her actual theft activity there. Long story short finally she gave us written refund receipt but we never got this money back. This location must be checked for who its operated by because dishonest people running show there. Also refund us ASAP. Its little amount but its matter of principle if you messed up get our money back. She didnt want to cancel auction on website pretending she doesnt know how. We called to support and ask what to do in the situation and they confirmed that it must be canceled and if canceled refund must be issued to us. Horrible! Drove 1 hour to deal with this problem.

  

  Business Response

  Date: 10/03/2025

  *****,
  Thank you for your patience while we reviewed this matter with our District Manager. We can confirm that the cleaning fee has been refunded, and the auction cost has been credited back to the original payment card. Please dont hesitate to reach out if you have any further questions.

• Initial Complaint

  Date:09/29/2025

  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.

  - Started renting a storage unit on 6/26/2025 from SmartStop with no mention of a promotional rate. They stated their promotion was to get the first month off rent which came to be about the same cost as the move in fees.- I received a letter in the mail where they claimed the "promotional rate" will end on October 26th, 2025 which took the rate from $36.00 to $82.00. When I moved in, I told them that I was preparing to head to training for the *****************************. They knowingly planned this for a time I would be out-of-town and nearly tripled my rate.

  

  Business Response

  Date: 10/03/2025

  Mr. ******* as our District Manager discussed with you, all of our tenants are on a month-by-month rental agreement which rates are subject to change as outlined in section 24 of the rental agreement. This is not some kind of a specific targeted attack on any individual but is a policy applied to all of our tenants and is a common practice in self-storage. Our District Manager has worked with you on the increase and our store is available to assist with any future concerns you may have. Thank you.

• Initial Complaint

  Date:09/28/2025

  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 have been a customer at this ********************** facility for over 5 years, through multiple ownership changes, and unfortunately my recent experience with SmartStop has been the worst.When I went in to pay an overdue balance along with another unit, **** (the manager) misled me about how my payment was being applied. He told me the second unit would not go up for a bid and that I had until the 26th but he never disclosed that my belongings would be put up for auction before hand, or that there was a strict cutoff time on the 26th. Because of this lack of transparency, I was blindsided.Not only was I misinformed, but the way I was treated was unacceptable. When I first walked in, **** ignored me, continued his personal phone conversation, and then treated me with absolute disrespect. This is not how customers should be treated, especially long-term ************ items are not just stuff they include family photos and sentimental belongings that cannot be replaced. The abuse of power, dishonesty, and lack of customer service here is shocking.I am filing a complaint with the Attorney General and pursuing media coverage so others are warned. **** does not own this facility, and he should learn what true customer service means **** does not deserve a management position. How embarrassing

  

  Business Response

  Date: 10/02/2025

  Ms. ********* we understand you have been able to connect with our District Manager and have resolved the issue.  Thank you for your feedback and please let us know if you have any further questions or concerns.

• Initial Complaint

  Date:09/21/2025

  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.

  On September 20, 2025, I accessed my storage unit and found it to be severely contaminated with rodent f**** and urine. The droppings were widespread clustered throughout the floor and on multiple personal belongings, including upholstered furniture and mattresses. Several boxes were soaked with what appeared to be rodent urine, and multiple wooden furniture items had visible bite marks.Upon accessing the unit, we were shocked by the extent of contamination. I was the first to access the unit and saw that there appeared to be f**** everywhere. I had originally planned to just junk all the items myself. However, the mover stopped me, stating it was unsafe for me to touch anything. We had to ask for masks and gloves just to enter the unit. SmartStop staff did not offer any ***, nor did they warn us of the biohazard risk. At one point, rat urine was visibly dripping off the edges of my personal belongings. The infestation was so severe that the professional mover I hired refused to touch or transport the items, stating that the conditions posed a serious health risk. He became visibly upset on my behalf and directly told the facility manager that it was unacceptable for me to be exposed to that kind of hazard.When I informed the staff I would not continue paying for a contaminated, unusable space, the manager threatened that SmartStop would sue me. My mover immediately challenged this, stating that I had lost thousands of dollars in destroyed belongings, and that their legal threat was outrageous.The manager then backtracked and claimed I would not be sued, only blacklisted.This situation poses a serious health risk. I have photo and video documentation clearly showing:Rat f**** 23x the size of a grain of rice, scattered across the unit.Saturated cardboard boxes and urine-stained furniture.Extensive contamination on mattresses and personal household items.A strong, pungent odor consistent with rodent urine.

  

  Business Response

  Date: 09/24/2025

  Since assuming management of the site, we have implemented a consistent monthly pest control program. These visits are conducted regularly, and we are committed to maintaining a clean and pest-free environment for all our customers. We are committed to resolving the situation, and our District Manager has reached out to you directly to discuss the issue.

• Initial Complaint

  Date:09/14/2025

  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.

  *************************************************/13/25SmartStop Self Storage Corporate ***************************************************: Unsafe and Improper Use of Storage FacilityTo Whom It May Concern,I am writing as a current tenant at your facility located at: ******************************************************************** States I have serious concerns regarding ongoing, unsafe, and unauthorized activity occurring on the premises. These issues materially interfere with the use of the storage unit for which I have contracted and paid.On numerous occasions, I have personally witnessed individuals residing in storage units in clear violation of both safety standards and contractual use. I have observed people sleeping in open storage spaces, loitering inside the facility, and lingering in the parking lot. Frequently, people follow vehicles into the lot, gaining access without proper credentials. The net effect is an environment that is unsafe, unprofessional, and wholly inappropriate for a secure storage business. I have already made my complaints directly with management and problems continue to rise.SmartStop has a duty to provide a reasonably safe facility and to prevent tenants from being subjected to foreseeable risks arising from mismanagement or failure to enforce policies. The present situation represents a breach of that duty and places tenants property at risk. It also creates a legitimate concern for personal safety when accessing the *********** this point, I am seeking a reduction in rent and partial refunds for the previous 3 months to compensate for the ongoing disruption and diminished value of the service provided. Relocating my property to another facility is an obvious alternative, but doing so would involve significant cost and inconvenience. A fair adjustment to my rental fees would be an appropriate measure until such time that SmartStop can demonstrate it has restored the facility to a secure standard.Sincerely,****** ****

  

  Business Response

  Date: 09/18/2025

  Mr. ***** as discussed with you in May, we did investigate your assertions and found no evidence that customers have stayed on site after access hours.  Our facility is gated and security monitored and provides safe conditions for our tenants and their belongings and have not experienced any issues in relation to this.  If you have any further questions, please feel free to speak to any of our store staff.

• Initial Complaint

  Date:08/26/2025

  Type:Sales and Advertising 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.

  see Attached document

  

  Business Response

  Date: 09/03/2025

   Mr. *********, Thank you for your message. Could you kindly resend the attachment, as it was not included in your initial message?

• Initial Complaint

  Date:08/12/2025

  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.

  Moved into a 10x15 climate controlled storage unit in late Oct 2024 and noticed upon move in that unit was hot upon move in. Complained then and was told ** was being repaired at the moment. Came back a *** days later and remained hot but told parts were on order and work would be completed soon. Had not returned to unit unfortunately until this past week August 10, 2025, ten months later, to find that unit and entire building remains excessively hot and all my items now stored there have obtained odd smell and dirt along with possible mold. All monthly fees and imposed insurance are up to date on my end of $112.86/month but they are not providing the service contracted for. When I called and questioned such today, I spoke with ****** who claims to have been working there since I moved in, the only solution is that I move to another potentially cooler unit with zero compensation nor help moving. I paid professional movers to get all my items there and have recently had major abdominal surgery impeding any heavy lifting to which she said the company will not accommodate moving my items for me. She claims the ** has been in repairs apparently for 10 months and no notice to clients has been made. I find this unprofessional as had I known, I could have made arrangements to go elsewhere. Now I am physically in a hard place and I have spent quite a bit of money at that location. Please help.

  

  Business Response

  Date: 08/15/2025

  Ms. ************ we acquired the site in 2025,therefore SmartStop cannot speak to circumstances prior to the acquisition.  Our District Manager has been made aware of the **** issue and is addressing it.  We are happy to move you to a different unit;however, it is not our policy to cover costs of customers moving from one unit to another.  In reference to the property damage you mentioned may have occurred, we would be happy to accompany you into the unit and take pictures to help facilitate an incident report for your Tenant Protection Plan

  Customer Answer

  Date: 08/16/2025

  If you acquired the business in 2025, that gave you now almost 9 months to fix said issue and yet nothing....how is that acceptable when you are charging monthly fees for something you are not delivering or making the customer aware of when you are clearly aware of?

  

  Business Response

  Date: 08/28/2025

  Ms. ****** we apologize for the delay and have confirmed with the District Manager that the issues have been resolved, and the ** is operating efficiently.  We are happy to move you to a different unit; however, it is not our policy to cover costs of customers moving from one unit to another.  In reference to the property damage you mentioned may have occurred, we would be happy to accompany you into the unit and take pictures to help facilitate an incident report for your Tenant Protection Plan.  Thank you