Reviews
This profile includes reviews for SmartStop Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 62 Customer Reviews
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Review fromSteven M
Date: 07/23/2024
1 starLast place you want to put your belongings. Five days late on rent your locked out and charged a late fee.. they just raised the rent $60 without notice they have an outrageous late fee of $80 . Your legally only allowed on property for three hours at a time to many rules.. threatened to be trespassed for being there over three hours.. the corporation take advantage of individuals who cant fight back against there polices that are not in the customers interest at all.. u have no rights and the corporation can do whatever they want not the position you want to put yourself in, once your signed up , your hands are tied..Review fromAudrey S
Date: 06/27/2024
1 starSmartstop - is a terrible business. If you are late or miss a payment. They start harassing you by phone, text and email. They also fine you $70.00 on the 7th. Then start sending threats that you will be fined $125.00 by the 1st of the following month. This is for a $140.00 storage unit. The calls are relentless and of a threatening nature. Telling you youre being fined. It doesnt matter if you tell them not to contact you. The continue to call, Tex and harass anyway. They also will not allow you to change your storage unit to get a better price. They are ripping people off and apparently have the ability to charge outrageous fees and harrass you several times a day.Review fromSusan F
Date: 06/07/2024
1 starMy rental fee increased by $50.00 and supposedly a letter was sent. I never received one. The lady on site said she sent in my concern to corporate last Saturday but no one has responded. I want an explanation for the increase because this is the second one in a year. This is not good business. ********************
SmartStop Self Storage
Date: 06/10/2024
Thank you for reaching out, ********************. Our team has attempted to contact you regarding your rental increase but has been unable to reach you. Please reach out to them directly at ************ so they may discuss your rate. Thank you!Review fromRobert B
Date: 06/03/2024
1 starBasically they are the epitome of gouging. I received a 62% rate increase without notice. Supposedly they sent a letter about 5 days before the monthly increase. It appears they think they have a captive market. The location of the storage has rarely had anyone available to answer questions or provide any services over the last 2 years. They will not allow anyone to remove trash from a unit and throw it away on premise. That rule apparently was instituted within the last 2 years. Find another rental facility. I would select no stars if it was available.SmartStop Self Storage
Date: 06/11/2024
**********************, we want to assure you that your concerns are of utmost importance to us. Our District Manager has personally contacted you and addressed these concerns. We are glad you were able to connect and come to a resolution. Thanks!Review fromDiane H
Date: 05/30/2024
1 starThey advertise video surveillance: there is none. My unit was broken into same day as police came for another one. Live chat not working on corp website; left message with corp & filed a complaint with branch office - no response or follow up from either. ***** in office nice & tries but not responsible his boss is who never calls. Do Not Rent There,SmartStop Self Storage
Date: 06/11/2024
We look forward to assisting you with your claim. Please call ************ or email your contact information to [email protected] Claims Specialist will be in touch to discuss your claim. Thank you for your cooperation.Review fromPatricia H
Date: 05/04/2024
1 starFunny how nearly EVERY customer review here is overwhelmingly negative, yet they maintain a 4.5 rating on ****** reviews and an A+ rating here.....I went through the ****** reviews and immediately spotted some questionable 5 star reviews that were obviously created with a fake account.DO NOT DO BUSINESS WITH THIS PLACE. Just don't do it. They give you an initial rate that is reasonable but don't inform you that the rate changes in 6 months or so. And it doesn't go down...no, it goes WAY up. No notice or warning....I signed up for Auto-pay, so one month all the sudden I'm paying nearly double. When I talked to the employee at the front desk, he informed me there was nothing he could do and that the rates are automatically programmed in the computer to go up after a certain amount of time. Does that sound like good business to you?Oh, and forget about customer service, especially at the ***********, ** location. *******, or whatever her name is, is NOT helpful or caring....no, I describe her style as more judgmental and combative. But, hey, she does do a great job cleaning the bathroom, so there's that.The hours ****, the air conditioning is either broken or just not on, and the way they have the building set up is inconvenient, especially if you're unit is all the way in the back. There's only two ways in and both are at the front, so in that case you would be dragging everything down long, narrow hallways that go on for days.Conclusion: This storage location, and the entire company is just a shameless cash grab. They are essentially slum lords. Rich people don't normally get storage units, for the most part. The middle/lower economic classes do get them....so to rip off people's HARD EARNED money in such a callous, slimy way....it's disgusting. DO NOT WASTE YOUR MONEY!!! PLEASE!!!SmartStop Self Storage
Date: 05/07/2024
Dear ************,Thank you for reaching out. Our district manager has tried to contact you. Please return their call at the number they provided.Review fromSTEFANI K
Date: 05/03/2024
1 starTERRIBLE CUSTOMER SERVICE THEY SHOULD CLOSED THIS PLACE DOWN . THEY COMMITTING FRAUD USED MY CREDIT CARD TO PAY THEIR BILLS . WHEN YOU CALL TO DISPUTE THEY ACT LIKE THEY DON'T KNMOW WHO YOU ARE AND THEY TO BUSY TO LOOK INTO IT AND NOT CARE ENOUGH TO BOTHER .SmartStop Self Storage
Date: 05/06/2024
Hi ******* - We understand you spoke with our District Manager this afternoon and were able to find a resolution. If you have any questions, please reach out to our customer service team at ************.Review fromWILDA P
Date: 05/02/2024
1 starthe worse customer service. requested to have my mailing address changed. the change i had made to the website, does not update the office! told me the only way to update the office records was for me to come to office. so the mail they are sending will continue to go to wrong address, despite the smartstop website showing my correct address. totally foolish "policy". i cannot come to office as I am out of state for extended period. i have contacted over 100 entities via phone, website, emails telling my new address. only smartstop tells me i must come in person to there office in ***** to change my address. smartstop sounds more like dumbstop.SmartStop Self Storage
Date: 05/13/2024
Thank you for reaching out ****************. Our online portal doesnt currently allow a change of mailing address. The portal will allow you to change the billing address for any credit card you use for payment. We are happy to mail you a change of address form with prepaid postage. Once we receive your signed form we will update your address in our systemReview fromJackie W
Date: 04/20/2024
1 starThey are false advertising they are not BBB approved They change prices once you get your stuff in Small 4X5 is not $86Review fromDaniela S
Date: 04/16/2024
1 starMy husband an I rented a unit at the ***** location for many years until the rent went up to close to $300. It was fine until my storage unit was broken into and SmartStop didnt do anything about it but encouraged to file a police report. We did but SmartStop didnt have any cameras functioning or alarms of the sort so anyone can go and steal. We decided to leave the unit and after attempting to leave the unit, the lady in the front desk said we couldnt go without paying when we had already cleared before the month ended. Fast forward to now, they tell me we need to clean the unit, its been abandoned and they emailed my husbands ARMY job looking for him. Terrible customer service and if theyre looking for any payment, they should really use the thousands of dollars my husband and I lost the night of the burglary as their payment since they had no cameras for us to even pursue anything. Questioning if hes in the army and sending dumb a** emails asking for him is so low. 0/10 recommend this place
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