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

  
• 

  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:08/05/2024

  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.

  ON August 3, 2024 I went to my storage unit and was shocked to see the door to the hallway unlocked and unsecured. There had been a break in to my unit back in January of this year and my unit was damaged beyond repair. Every time I go to my unit I have to have someone unlock the door and help me get into my unit and lock my unit. I was told I would receive a key to the hallway where my unit is located. Went to the office and was greeted by a gentleman who said he was the manager of the Fairfield location and they other guys was no longer working. I informed him of what has been going on with my damaged unit, me moving my stufff into another unit, being charged more for this unit and HE TOOK MY KEYS AND LOCK TO MY UNIT AND SAID he would call me to let me know what is going on. It hasn't happened and my storage (to my knowledge) is open and ready for ANYONE to rob me.

  

  Business Response

  Date: 08/08/2024

  *****************, our District Manager, has made several attempts to reach you and address your concerns. We have been unable to do so. Please feel free to reach out to our District Manager directly at **************. We look forward to connecting.Thanks!

  Customer Answer

  Date: 08/09/2024

  
  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:08/01/2024

  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.

  This location at *******************************************************************************, represents itself on the web as being a ** certified business with an A+ Rating. In fact, it is not on the ** website at all, but lists 75 complaints associated. It should not be represented an accredited business. They are billing me for a climate controlled unit, and in fact admit that building has not has HVAC for some time back.

  

  Business Response

  Date: 08/07/2024

  Hello, ****************; thank you for reaching out with your concerns. Our District Manager has contacted you regarding the status of the Air Conditioning repair. We are in the process of replacing the Air Conditioning and have offered to transfer you to another unit. As you decided to move out, we agreed to refund the rent for August for the inconvenience. We hope your move went well and that you will consider doing business with us in the future. Thanks!

• Initial Complaint

  Date:07/09/2024

  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.

  Gave notice to vacate storage unit for 7/6/24, was charged full amount for month and told they do not prorate and had to pay full month. Gave full notice per their policy. Whatever, this place consistently increased prices over the 3 years we had a unit there without any sufficient reason other than they can, so this was not surprising. Got to facility morning of 7/6 with movers to empty our unit and was rudely told by employee named ***** to get off the property with no reason other than electrical problem. When trying to ask questions and find out when we could vacate, no answers given just rudely told to leave and walked away. During this interaction with *****, it was mentioned by ***** that we should reschedule our move, which wasnt possible since our physical address belongings were already loaded on the moving truck, which was with us when we went to vacate the unit. We have received zero contact or answers as to why we couldnt get into the property to get our stuff, and only half of our belongings are in new city as this was not a local move. Was told by corporate customer service the district manager would be contacting due to the issue and also told by employee ******(?) on 7/7 that the district manager would be contacting to address the issue. Today is 7/9 and no call or information regarding our stuff or compensating for our lost time with movers and the added cost of either hiring movers again or figuring out a self move, both of which incur more costs on us without adequate information from this place or how it may have been resolved the day we were supposed to vacate. This is poor business practice and poor customer service, and in my opinion theft as we were denied entry to get our property. We are seeking compensation for us to get our stuff that we have been denied access to the day of moving to another city.

  

  Business Response

  Date: 07/12/2024

  *******************, our District Manager, has made several attempts to reach you and address your concerns.Please feel free to reach out to our District Manager directly at ************.We look forward to connecting. Thanks!

• Initial Complaint

  Date:07/05/2024

  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 was not informed about the price increase of a storage unit I rented. I signed a contract stated that it was $73.00 per month. Nowhere in the contract did it say that the contract would be increasing in 6 months by $94.00 per month. I log into my account to make a payment and it says that it is $167.00. I called and the employee informed me that they have the right to raise the price whenever.

  

  Business Response

  Date: 07/08/2024

  Dear ******************************************, our District Manager was able to speak with you today to discuss your concern, review your account and our policy with you, and provide a resolution. Thank you and best regards!

• Initial Complaint

  Date:06/19/2024

  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.

  Business told me over 6 yrs ago they would not go up in price. Started at $55/Month now $115! I told them when moved my stuff in I was on limited budget because of cancer 4xs now since had unit. They go up on my unit every6 months in price! I have had no warning because they never have changed my address correctly. I was told when I called to complain before late on payment I only had $106 not $115. I didn't know they went up in price once again! I was told district manager would call on an ***# which he never did til AFTER they got payment then called right as I was clocking into work at 2:55 pm! I told them I worked at 3 pm. They overcharged me $125 + $15.60 +$1 super the insurance amount too now! +$115 for the last month I was waiting to hear about + $115 for ***** They cut my locks off my storage. Had 2 nice ones over $25 a piece. A loyal customer over 6 yrs & never late &cut my locks off with NO warning! They send me a bill with no explanation that they r gonna be cutting my locks off & taking pics etc in my srorsge. I'm fixing to go thru the storage & compare my pics to make sure they didn't steal something. All they had to do if this was case was cut one lock & put theirs or lock me out of gate. Cutting my locks off was unnecessary & never was told this. Not right when they knew I'd be paying for that unit! per my history. I called before late, they knew issue. I want a refund of $125 & 1 brand new lock& refund for last 5 year's of price overage. This is 510 & it's way overpriced! They advertise $29-40 a month all time. I want refund for the last yr on increase! Was given 1 used lock when I went to pay $371! UNFAIR & NOT RIGHT to cut someone's locks at 32 days & not even give them warning or email me back. I had wrote 2 emails about my complaints on the price increase &no response.They never called from an #*** The lady at desk said called from *******# They could have had on the invoice they were cutting locks&I would've drove down like I did when I call

  

  Business Response

  Date: 06/25/2024

  ********************, thank you for your feedback. We will have the District Manager contact you to discuss your concerns. Thank you.

• Initial Complaint

  Date:05/31/2024

  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.

  The nature of my problem is that the price of the unit substantially increased after 6 months when I was told that the price would remain the same for a period of twelve months. Noting that the unit that I rented is not a standard sized 10X10 unit as it has the building support pillars in the unit and a smaller entrance door than a regular unit. I have reached out to ***** from customer service and she has failed to return my call.

  Customer Answer

  Date: 06/04/2024

  
  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:05/24/2024

  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.

  3 months ago I picked a 10 by 5. Cost including insurance and taxes 150 a month! I paid full market value at the ******** location. Now I saw the 5 by 5 advertised for 58 dollars! Went to the office to change and got that it was a promotion for new customers only. And that now the bill for a 5 by 5 is 100 and a moving charge of 80 on top ! Missleading advertising ! **** move my buzz elsewhere to a real non scamming company!

  

  Business Response

  Date: 05/30/2024

  ****************, thank you for reaching out. Our District Manager was able to speak with you and explain our promotional rates. If you have any further questions or additional concerns regarding your rate, we encourage you to reach out to him directly. Thank you.

• Initial Complaint

  Date:05/09/2024

  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.

  My bank account was debited this amount ($169.73) on 05/04/2024 for a small storage shed that was $69.99 the previous month. When I called about it I was told that there had been a price increase. I was okay with that, but it didn't come up to that amount. I was told that they had sent out a certified letter (that I never received) but it didn't have to be signed for. When asked about the refund of the extra funds I was told they don't do refunds nor do they credit it to your next months bill. I can't afford to just give them an extra $100.00 and would like a refund of my money, not credit, as I will be removing my items from said property.

  

  Business Response

  Date: 05/23/2024

  Thank you, ***************, for reaching out. We understand your frustration and hope to clarify.Your rental rent increased, and your new rent, ancillary charges, and taxes were auto-debited from your account. After you discussed your concerns with our Store Manager, the District Manager agreed to lower your rate effective 06/01/2024. Rental agreements with SmartStop are strictly month-to-month;therefore, rates are not guaranteed for any specified amount of time. With regard to rent changes, SmartStop informs customers of rent changes by the method of communication selected on their rental agreement at least thirty (30) days in advance. SmartStop regularly reviews its rental rates and makes rental rate changes to align with current market conditions. Proper notice is given on all adjustments. For the reasons mentioned above, SmartStop has followed the policies laid out in our lease agreement and, therefore, cannot guarantee rates will not be reviewed based on market changes. We apologize for any confusion and hope this clarifies the charges. Thank you!

• Initial Complaint

  Date:05/04/2024

  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 with SmartStop storage for about 6-7 months. At first my rent for a 5x8 unit was $119. Then all of a sudden they send me a letter saying it is now $175. That's more than a 32% increase in a 7 months instead of a year.

  

  Business Response

  Date: 05/07/2024

  Thank you for reaching out to us **************. We believe youve spoken with the manager and your issue has been addressed. If you need any further help, please contact our customer service team

• Initial Complaint

  Date:04/22/2024

  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.

  On 11/21/2023 I signed a Contract with Smart Stop Self Storage for an inside unit, climate control 10x5 for $87 monthly. The contract clearly stated this as the regular rate with no reference of any promotional offer or otherwise. I went to the Unit and a representative went over the unit and Agreement with me. I enrolled in Autopay which would be deducted on the first of every month. I was never late to any payment. On April 5, 2024 I received a letter in mail notifying me "We regularly review our rates depending on current market conditions. As a result we are writing to let you know that effective 5/1/2024 your promotional rate will end and the monthly rate for Unit #### will change to $140. I reviewed the contract and nowhere does it mention my rate is PROMOTIONAL. As I understand market conditions can affect pricing I checked out the Smart Stop locations website and the exact same Unit style, Indoor, Climate Control 10x5 was available for $102. The notice in the mail I received advised me should I have questions to reach out at the number they provided or the email address.I have been attempting to reach them regarding that both in multiple emails and calls with Voicemails being left unanswered. Conveniently this coincides with the contract that I am required to give a 10 day written notice of terminating my lease and their disregard and blatant ignoring has now expired that time and regardless I am not obligated to pay this price gauging price. If this were due to market conditions there would be no reason for the same unit to be offered online at $102, which is a monthly amount increase I would gladly accept. Additionally, had I signed a contract, which I was told by the person in office who sold me their required lock time, prices are locked in as long as I dont default, that my rate was promotional I should have been provided what the standard rate was. I wish that SmartStop justify this situation.

  

  Business Response

  Date: 04/26/2024

  Thank you for your feedback. Our District Manager has attempted to speak with you to address your concerns. Please give them a call at **************. We look forward to speaking with you soon.

  Customer Answer

  Date: 04/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I called and spoke with ***** who was able to address my billing concern and was satisfied with the outcome. 
  
  Regards,
  
  *************************