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

  
• 

  SmartStop Self Storage

  2845 E. Riggs Rd Gilbert, AZ 85298

  
• 

  Smartstop Self Storage

  8239 Broadway St San Antonio, TX 78209

• 

  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:02/01/2024

  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.

  On Jan 31, **** beginning at approx 11:00, I was looking over my payment receipts and noticed one of my four units that I rent at the *********** location on *************** wasn't paid. I requested a payment link, per usual, to make the payment before midnight. I received the link and prepared to pay, when I clicked the link, the lead to a page that says there was NO information about my accounts. I tried several more times, sending myself the link and opening the link. (See attached email of me receiving the link) but was told that there was NO information about my accounts.So, I tried making the payment via phone FIVE times. Each time, I was told that there was NO information about my accounts. This caused my account to go into Lien status, making my payment more than double the amount. My checking account was hacked and I no longer use auto pay, but I called customer service again at approx ***** on ******, and the young man, who's name escapes me because he didn't repeat his name after I asked for clarity, he said that the system was down at the time I was trying to make my payments and he would leave a note for someone at my location to know of this.I called customer service THREE times just trying to get someone to get back with me regarding this issue to no avail.(See phone screen shots)I should not be penalized for attempting to make the payment on time. If the company's system.was down, per customers services...and or if the phone payment system was not accepting my payments as well.I tried the avenues available to me at the time to make good on my account.

  

  Business Response

  Date: 02/05/2024

  Thank you for reaching out and expressing your concerns. Our District Manager attempted to reach you but has not heard back. Please return his call at your earliest convenience. We hope to speak to you soon

• Initial Complaint

  Date:02/01/2024

  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.

  
  Better Business Bureau:

   

  I spoke by phone with their mgr., *****, he offered a refund and monthly price reduction. I have not seen the refund on my cc acct. yet and I am waiting for that.

  
  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,
  
  ***************************
  
   

  
  

  

  Business Response

  Date: 02/05/2024

  Thank you for reaching out and expressing your concerns. Our District Manager attempted to reach you but has not heard back. Please return his call at your earliest convenience. We hope to speak to you soon.

• Initial Complaint

  Date:01/31/2024

  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 year I am back at it again thanks to this Storage Facility , which has caused my family a lot of time, thousands of dollars and heartache.A few weeks ago I sent my Son up to the unit to get my durable Medical equipment and my leg pupms (which belong to a Medical Facility, and need to be returned and are valued at over $3,000) out for me, he video calls to tell me it smells terrible in elevator, when he made it up the 2nd floor, he gagged and said is worse, as he walked closer to our unit he pushed his jacket sleeves tighter to his face, once in front of our unit, He opens storage and as soon as he pulls door there's a big dead Mouse, he lets's out a scream and starts saying Mother there's stuff moving in there, look here, look there, and it looks like something must've spill, in my head, am thinking nothing could've spill there's nothing liquid inside the unit. He shows me the floor,it was a big yellowish wet spot, I yelled at my son as he moved closer to try to get a closer look to stop and not take another step because it was rodent urine. I told him to back up and come out cause just smelling that could get him sick.I went to the office for help, when I said excuse me, it smells terrible, the deeper you go, the worse it gets, it actually hits you when you open elevator, lady said you must be on 2nd floor, are you near unit so-and-so, I said yes, she said yeah we know, but the tenant who cause this problem hasn't been located, we have been trying to get in contact with him, for weeks but have been unsuccessful. The exterminator has come out to treat the mice. I said it's not just mice, there are RATS in my units, there is p*** and urine everywhere, what am I supposed to do. She looks at the other worker and say well I don't know, call your insurance company if you have your own or if you have ours here is where to reach them, we are not liable nor responsible for your belongings, we can't help you, I asked why no one contacted Us if our unit is near the problem unit? So we could've checked on our stuff, they didn't have, nothing else to say.Management should've handled it differently, specially when it comes to rodents, a simple Call, text, email heck even one of them post cards they be sending out could've prevented the severe and irreversible damage to not only our stuff, but every one around.I believe they should be held liable and responsible if not all at least partially. This is negligence on their part. Because due to their negligence we lost thousands of dollars yet again. I f they would've warned us as soon as they found out and assess the problem weeks prior instead of brushing it off with the oh well, we not liable, it's on them, and try to blame us saying - you shouldn't have important, expensive or meaningful stuff in a storage unit, it's not our problem, and we are not responsible or liable for it.The only help they offer was a trash bag to put dead mice we find in. I asked what suggestion they had, because I wasn't going in there and I sure wasn't going to allow my children in there either, that's when she started telling me what will be charged if I don't pay for my unit, clean out and sanitize my unit. Which to exterminate, clean, sanitize, pull all my stuff out, sort tru it in keep, contaminated & trash, will have to bee done by a Biohazard professional, cheapest quotes $4,000...I was told that since it seems as I didn't want the stuff in my unit, that the unit needs to be cleaned out, disinfected and returned the same way they gave it, ready for another Tenant. In case I left the unit in the state it is, I will have to pay a lien fee, cleaning fee, moving fee, trash truck fee and some other fees I can't remember.They told me that, the only thing I could really do was to get another unit to move the salvageable stuff little by little while I clean, sanatize and go thru my storage , that trash couldn't be trashed there, I would need to take it to dispose it or rent junk truck. BUT I would still be liable for the rent fees for both units. They will request for exterminator to come back out and they would let us know when. For me to call around to see who offer rodent cleaning services.Some people are just plain heartless and don't have any costumer service sense nor skills. Good caring *** service would've been, MAYBE, I am sorry this happened to you, due to policy or what ever it is, we aren't able to... Or I can see what I can do to help you.Not just hand over a trash bag and expect us to go inside an infested unit with droppings everywhere and urine puddles to pick up dead rodents. I have cried myself to sleep many nights remembering everything we have already lost previously. To lose the rest of our stuff due to someone else's negligence. I just wonder why Management think/believe that they didn't have the need, honestly more so an obligation, to contact us (everyone near the problem unit) specially after many fail attempts to reach the tenant of the problem unit which is what Management told Me. To advise /warn us of a potential problem that could possibly directly affect us. That way it would've let US decide/choose, what to do, which in turn could've saved ALL or most of our property. Instead, they made the choice for us, and allowed our unit to be infested by mice/rats, allowed our property to get destroyed. How? When they didn't let us choose & decided not to do anything, make contact, ignore the problem and let the problem continue to spread and get bigger which in turn is making us lose our property we worked hard for and money. Now they are harassing us multiple times a day via calls, texts and emails because I canceled auto-pay. It should've been up to us whether we should come by and check on our stuff as a precautionary measure. They knew there was a problem, but just because they believed they aren't responsible or liable for the units after they rent them, they feel like they don't have the need or obligation to stop and/or prevent.Services wore NOT rendered:We paid monthly fees of over for over 3 yearsfor a clean, secure, climate control unit that supposedly have 24hr surveillance. They also claim that Our belongings are valuable and they help to keep them safe, clean and secure but have failed MANY times to provide the services they claim and stand by. The same day I spoke to the office about the problem, we went out to buy mask,gloves, and other items to be able to get close to the unit to look at the extent of the damage. They must've seen us leave and locked us out. We tried to enter our code to regain entry but wore unable to, I had to call costumer service since the Manager # posted wasn't answering. The *** was confused as to why the local office marked/block access to the unit, because it didn't have any notes attached to it, he said usually this only happens for non payment, or if there's going to be service done. He gave me an emergency access code which work.The Law...Contrary to the posts made by the storage owners, rat infestations ARE the responsibility of the storage facility. You are paying to store your goods in a clean, dry, secure space. This is the only service they are providing. They are required to maintain the space. By allowing rodents to incumber the space they are in breach of contract. Rodents carry a variety of diseases and can cause damage to personal property and health. This would deem the space as neither clean nor secure. The property management should be doing routine maintenance and repairs. If they fail to do this then it shows negligence on their behalf & are liable for the damage, no matter what. Even if our contract states they are not liable for damages & we were required to carry our own insurance they are still liable! According to m/nwa general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in his or her favor at the time of executing the release and that, if known by him or her, would have materially affected his or her settlement with the debtor or released party. I interpret that to mean that you can not enforce a contract that waives your liability for a future matter. Therefore, their contract would be unconscionable & unenforceable.

  

  Business Response

  Date: 02/05/2024

  Thank you for reaching out and expressing your concerns. Our District Manager attempted to reach you but has not heard back. Please return his call at your earliest convenience. We hope to speak to you soon.

• Initial Complaint

  Date:01/29/2024

  Type:Order 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.

  As advised online I am writing to have this attached to my complaint:
  
  This is a correction.
  
  Re: my complaint about SmartStop Self Storage
  
  When submitting my complaint and request for rate change and refund, I inadvertently typed over 100% when I meant over $100.
  Please attach this email to my complaint document to clarify the situation.
  
  Thank you for your attention to this matter.
  
  Regards,
  E.A.(*****) Canivet
  
  Sent from my iPad Pro

  

  Business Response

  Date: 01/30/2024

  ******************, thank you for reaching out and providing feedback. Our District Manager reached out and reviewed your rental increase. As an act of good customer service, he agreed to adjust your rate from $269 to $219. We are glad that you are happy with this adjustment and that our District Manager was able to address your concerns. Please understand that 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. SmartStop cannot guarantee rates will not be reviewed based on market changes. Thank you.

  Customer Answer

  Date: 01/30/2024

  
  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:01/16/2024

  Type:Order 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.

  
  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,
  
  *************************
  
   
  

  

  Business Response

  Date: 01/19/2024

  Thank you for contacting us ****************. Our District Manager has made an attempt to contact you over the phone, but unfortunately, has not been able to reach you. We have reviewed your account and are pleased to inform you that we have some options available regarding your storage unit. Please feel free to call us at ************, and our team will be happy to discuss these options with you.

• Initial Complaint

  Date:01/15/2024

  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.

  Staff and Management does not allow me get my things, ivebeen bulled and for no reason have told to leave the property, fees are beening applied for no good reason, staff look like they are on Drugs and very rude and agressive.District manager refused to call and help me with this issue over and over.

  

  Business Response

  Date: 01/18/2024

  Thank you for your feedback, ********************. Our District Manager contacted you and made an agreement that satisfies both parties and avoids a lien sale. If you have any questions, don't hesitate to contact a customer service agent at ************.Thank you!

• Initial Complaint

  Date:01/15/2024

  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.

  I was at my storage that I just that same morning Jan 14,2024,moving in. My soon to be ex wife showed up and came onto the property, how she got in I do not know. She was making a scene by yelling and then she left. The person that works there came out and told me he's kicking me out and has to talk to corporate to see about a refund but it's unlikely since I was kicked out. This employee was rude to me and very unprofessional. He had no right kicking me out I did not let her in or ask her to come there. Please help.

  

  Business Response

  Date: 01/18/2024

  ******************, thank you for reaching out. Our District Manager has attempted to reach you and address your concern but has been unable to make contact. As a courtesy to you, our District Manager has agreed to issue a refund of your first month's rental charges as you did not occupy the unit. The refund has been issued as a check and mailed to the address on file. Please get in touch with our District Manager directly if there is a change of address. Thanks.

• Initial Complaint

  Date:12/31/2023

  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 3 units with this company and have been there since may of 2023..my son goes there more than i do and has notified the office several times in the past couple of months that the access doors remain open when they are supposed to close after exiting the building then you press your code on the keypad to regain access. for the past 2 months the doors open by themselves and he says it seems like an issue with the sensor above the door and has complained to the front office numerous times and they keep telling him that they put a ticket for someone to come fix it..then a few days ago i went in because our rent was raised for no apparent reason which is unacceptable. they told me that they leave the doors open because people coming in and out alot... what am i paying for exactly if anyone can just walk into the building without a code and break into units. where is my peace of mind and security i was promised when i signed the contract...not to mention when i started there i was told rent would not increase for at least a year..then i get letters in the mail about market value...theres no such thing as market value raising rent on a storage unit,..this isnt a house or an office building. i want a credit on my account for the 3 units and i want my rent back to the way it was unless there is proper justification for the increase..the way i see is your employees at that location are lazy and all they do is ride around in a golf cart all day.

  

  Business Response

  Date: 01/05/2024

  Thank you, ******************, for reaching out. Our district manager has contacted you discuss your concerns. He will be personally addressing your concerns. As a good act of customer service he has agreed to adjust the rates for two of your units. Please understand that 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. SmartStop cannot guarantee rates will not be reviewed based on market changes.. We appreciate your feedback and look forward to continue having you as a customer. Thank you.
  

• Initial Complaint

  Date:12/19/2023

  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 problem is with all of the burglaries. My unit was broke into on December 17 2023 . This is not the first time. I am not the only one to get robbed either. After numerous break-ins the company does not do much to prevent further damage. I used to have so called"unit protection" but dropped it because after jumping through all of their hoops to file a claim I was denied. I believe this is neglect and would like to be compensated for my stolen property or a refund. I would hate for anybody to go through what I have but it seems nobody is safe at smartstop.

  

  Business Response

  Date: 12/27/2023

  Thank you, ****************, for reaching out. We further reviewed your case and your claim was denied due to lack of evidence that a break-in occurred. Security is our top priority which is why our ******** location has limited access hours so staff is always on hand. In addition, the site is monitored by a third party through live cameras at all times when our site is closed. If you have any questions or further concerns, please feel free to reach out to our customer service agents at 999.977.8672.