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 fromCynthia L
Date: 01/04/2024
1 starThe Manager *****, who sent my payment back to my bank and didn't give me any notice that she done that and for two months I been paying my storage bill and they never said nothing but thanks for your payment. Now my storage unit is in late and behind in payment because she said I don't have a storage there, located in ****** **, and I told her I do have a storage unit there. Now my unit is in lien status because of their mistake. ******************Review fromJerome P
Date: 01/02/2024
1 starSTAY FAR AWAY FROM SMARTSTOP!I've been using them for three years and they have been raising my rates every six months at insane percentages of 15, 16, 17, 24, 50 and 11 percent. I put up with it the first few time because it was only a few dollars, and I was lazy to move. But they pray on this. BE DILIGENT! I finally complained when they tried the 50% raise and they backed down. Only to raise it again six months later. Again, I complained.This time I got a phone call. All I got was a bunch of excuses. They blame in inflation, operating cost, and get this...the guy actually told me there is no law against it, so they can do what they please. The gall it takes to tell a loyal, paying customer with an immaculate unit this.I challenged him to tell me one place that has DOUBLED their rates in three years. I said my cell phone hasn't. Neither has my internet, nor rent, nor parking costs. The price of gas nor groceries has doubled. He actually told me inflation! I asked him where has inflation doubled, he blamed operation costs.I asked him (he never gave his name) why he was calling me with these company lines, and no real corrections. I challenged everyone of his assertions, and he had no answers. Pretty much told me they can do it because they can. It was infuriating.He told me he couldn't respond to my email. Why, I asked? No answer. But I know the answer...they refuse to put anything in writing. I told him this...more non-answers. And, of course, he hung up on me in the end.DO NOT RENT WITH SMARTSTOP!! Do your research and find an more honourable place. These people will spend gouging you of your hard earned money.Review fromDebi L
Date: 01/01/2024
1 starMy unit is at ********** and they have increased my rent last year to over 100! to their largest unit!Now I am getting another increase!!This is terrible business - they do not respect loyal customers who pay on time.DO NOT RENT HEREReview fromNancy P
Date: 12/09/2023
1 starUnprofessional and rude. I ran late on my payment for the first time in three year. After multiple conversations on payments no one bothered to tell me they were putting a double lock on it. Drove 3 1/2 hours and a half a tank of gas to get some things and they just smiled and said it was double locked. REALLY? Spent about ****** dollars with them in 3 years!!
SmartStop Self Storage
Date: 12/11/2023
****************, thank you for reaching out. We have shared your concerns with our management team. A member of our team will reach out to you within 48 hours to address your concerns. Have a great day!Review fromMelanie B
Date: 10/27/2023
1 starThis company doesnt have an escalation process. My storage was threatened to be auctioned off everytime im late. They increase their fees with no warning. Late payment charges added on. Refuse to set up payment arrangements. Someone needs to look into thisSmartStop Self Storage
Date: 11/06/2023
Thank you for taking the time to write a review. We understand your concerns about the rental rate and would be happy to discuss your concerns. Please call us at ************** to speak with one of our storage professionals.Review fromRicardo J
Date: 10/23/2023
1 starI've been with this company for about a year, when i first sign up with them i set up a direct deposit. I didn't care to check on it because at that time i was selling on **** and the account that i set up the direct deposit always has money in the account. When it was going towards my second month i receive a call saying i did not make my payments. Just to find out they did an overhaul on their system which mess up not only me but a whole lot of other people accounts. Nevertheless i still went and made my payment, but while making my payments their keep saying i owe them over $300 which at that time i was skeptical of signing up for direct deposit. I was to also told that after 5 day i would accumulate a later fee on my $75 monthly payment. When i lost my income in July of 2023 i tried to keep up with my payment, until September when i couldn't afford to make the payments. after receiving a letter in the mail for the 2 months past due payments, i went to the storage to pay them, just to find on top of the late fees another $125. tried to explain that i was never told this at all, they are saying it was in the contract when i sign it. Now if you can say if you are late you will be charge a late fee, it takes the same effort to say you will be charge $125 If you are over ********************************************************************* because their computer system that they redid mess up my account in the first place. I would be glad to go pay my 2 month payment with the late fee and get my stuff off their property, but they accusing me of knowing about their hidden fees.SmartStop Self Storage
Date: 11/06/2023
Thank you for sharing your feedback. If you would like to discuss late payment issues, please contact us at ************** to speak with one of our storage professionals.Review fromRobert G
Date: 07/28/2023
1 starThis company I would rate a ZERO if I could.They allowed someone to sleep in unit **** in ********* ** for almost 2 months. Then I had enough and had to report it to locals. Manager actually stuck up for apparently a friend or relative and now I am suing them for civil rights and Landlord ******* violations of Law mainly proper notification etc.They will refund every ***** back to me asap.I have filed numerous complaints against a District Manager ***************************** who deceived the public by violating an FTC warning on Deceptive Practices and False Advertising in this incident this clown actually posted as a consumer on ****** review complimenting his minions or people he works with FAILING TO ID HIMSELF AS AN EMPLOYEE! ?? This conduct is actually prohibited by LAW but this guy sane guy who violated my civil rights of notice by not supporting a consumer but his employees who are allowing SQUATTERS TO SLEEP IN UNITS!NO JOKE! On several occasions I caught a man entering bldg on foot no car and staying overnight. Seems like this DM is trying to cover someone's ***, but this DM is a clown, a fool to think that I didn't document everything with ********* Police etc.Furthermore there are very potentially dangerous issues there, elevators malfunctioning every week or 2 weeks leaving people unable to get to upper floor units (happened a few times already but they did not reimburse?Why not? You raise rents illegally not properly giving notice?)This company could actually potentially be sued class action but people acquiesce because of their fear of retaliation I don't fear these bloated and manipulating cons, I'm suing them for very tangible reasons Furthermore not only are elevators malfunctioning they lack inspection stickers etc. Also WHY ARE LIGHT CENSORS TIMED WHEN PEOPLE COULD POTENTIALLY TRIP WHEN LIGHTS GO OUT IF LOOKING THROUGH STUFF INSIDE A UNIT? WHY WOULD ENGINEERING ALLOW LIGHT CENSORS AND NO CENSORS ON DOORS? ABSOLUTELY NO SECURITY WITH LIMITED CAMERAS?Review fromBrittany B
Date: 07/08/2023
1 starI wish there was a way to give 0 stars!Backstory: I went to pick up my trailer last time and my spare tire was all cut by a knife. I had to go get another one quick and it was not cheap.Now today: I just got a call from my storage place. The guy says, "Hey, do you still have the spare tire that was cut and you replaced it last time?" Me: "No, why" Him: "Well, ya, umm, you're missing a tire, it's not there." Sooooooo stupid. You pay for a service and now I am paying double because I have to buy my trailer a new tire. SmartStop Self Storage SUCKS!!!!! Waiting for the region director to call me. Let's see if he even does. I am beginning to think storage places just **** in general. However...I DO NOT recommend SmartStop Self Storage!!! Especially not the one on *******!!! ????????????????????#SmartStopSelfStorageReview fromKellie O
Date: 07/02/2023
1 starThe most horrible, prejudiced business I have ever been to! The blonde woman who runs it discriminated profusely and is rude and cruel. No human kindness here I warn you take your business elsewhere. This is a horrible storage unit should be shut down. They overcharged us and purposely would lock us out to charge us for more ! So cruel. We got heat stroke from trying to move out in time came back to ask for a little grace,still no kindness still trying to charge more money. Disgusting.SmartStop Self Storage
Date: 07/03/2023
Dear **************,Were sorry to hear about your experience. In order for us to investigate your complaint, we need a few details including the location of the store and approximate dates. Also, if the unit was rented under a name other than your own, well need that name.Once we have received the necessary details from you, we will commence a thorough investigation into the matter and provide you with a response as soon as possible. Thank you,SmartStop Self StorageReview frommelanie s
Date: 05/03/2023
1 starSTAY AWAY FROM THIS PLACE. They ended up charging me 2 days in a row after i moved out and even cleaned their area for them! No call back, they overdrafted my account with the TWO payments and will not do anything about that. Not to mention the day i was getting my stuff out they call me 3 min after i leave to ask if all my stuff is out. FIRST OFF i never told them id be out at any certain day SO MIND YOUR OWN...i paid for the full month and this was ONLY the 17th! Their prices are OUTRAEGOUS and they deactivate your code after 10 pm. WTF???? its completely fenced in, you need a code to get in and cant even get in to get anything you need after 10 pm????? RIDICULOUS
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