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Business Profile

Storage Units

Rocket Self Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 booked a storage unit over the phone 5/31. I was reassured that everything would be ready to go when I got there. When moving in 6/1 there was no locking mechanism on the unit (auto locking device with keypad). When calling the company for assistance, they told us to put a padlock on the unit. Putting a pad lock on the unit does not secure it as the mechanical pieces would still slide with a padlock in place. Representative told us it would "appear" locked, to deter anyone from entering. I spent over 30 hours on the phone with over 17 different representatives, who all told me different things in order to get a resolution. I was told numerous times over the course of the last 4 days that a representative would go over to the facility and install a locking mechanism to secure the unit and give me a call back. I have not received a call back and my items have been sitting in a storage unit with no way to secure them. Every time I call back, I am told that there hasn't been any updates to my ticket and they have no way of giving me a number to contact someone directly. Every time I call, they say phrases like "No worries about that", "Pretty Much", "I think so", "Probably Not", "I am not sure", "I have no way of contacting them", "You don't sound like who you say you are", etc. They tell me the owner will be there in an hour to install each time I call. I am definitely being strung along. This company has been incredibly unprofessional to work with and charges about 3 times as much as other storage companies in the area. I now have to fly someone from ** to ********* to remove our items from Rocket Self Storage in **********, to another location that provides customer service. I will be cancelling our storage unit with Rocket Storage and demanding a refund. I do not expect this will be an easy process.

Rocket Self Storage is NOT a BBB Accredited Business.

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