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 has 247 locations, listed below.

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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

  145 Wicksteed Ave East York, ON M4G 4H9

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  SmartStop Self Storage

  69 Torbarrie Rd North York, ON M3L 1G5

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:04/16/2023

  Type:Billing 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 currently rent a storage unit at their facility in ********, **. I've never been late with my payment and I was for the month of April. Although I didn't know my payment was late until I received a late notice dated 4/7/23 but I didn't get it until 4/14/23. I think they should call everyone that has a failed payment instead of sending a late notice because by that time there isn't any time to resolve the issue. Their way adds a late fee that you can't take off. You're also not able to enter your unit until it's paid in full. Had I been notified that my auto pay didn't work, I would have been able to take care of it before the late fee was accessed. I was also told that when they raise the rent (which was 2 months ago) they would also improve the times the units could be accessed. They didn't. They have horrible entry times and I can never make it there due to those times. But, they didn't come through on their promise to make the entry times better which is one reason I:'m so upset about how they handle noitifying tenants of non payment. All they had to do was call me and I would have taken care of it. M debit card was compromised so I had to get another one and I can never get into my account at this facility and I can never get there while theyre open so I didn't know my card didn't work.I just think they need to work on their business practices. Plus my handle/lock on my unit was tampered with and I can't get into it easily and theyve known about it for months. Nothing is fixed yet.

  

  Business Response

  Date: 04/24/2023

  Hello,
  
  Regarding the subject complaint, we reached out to the customer directly on April ************************************************************************************* an amicable fashion. We consider this case closed.
  
  Thank you,
  ******
  
  SmartStop.com
  *****************************
  VICE PRESIDENT OF MARKETING

  Customer Answer

  Date: 04/25/2023

  
  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:11/04/2022

  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.

  Smart stop in garden grove has too short of a grace ****** regarding late payments. They are now bypassing a late fee and charging me a $125 foreclosure fee and already have my unit prepared to auction off and it's only been 3 days late past the 1st of the month . I was late last month and have been paying partial payments when they quoted me the wrong due date making me think I had more time to pay then I actually did. I am homeless but working part time and trying my best to protect and keep my storage consisting of the only family memories I have along with personal items. I've been renting this unit for 3 years now and would just die if I lost it. I'm trying my best but they seem money hungry attempting to auction off units quickly out from under us. I am very distraught over this and have never seen a storage facility move toward auctioning off units as fast as this one does. Unbelievable.

  

  Business Response

  Date: 03/22/2023

  Customer paid and stopped auction.