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Business Profile

Storage Units

StorQuest Self Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/16/2025

    Type:Order Issues
    Status:
    Answered
    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.
    They violated the California Self-Storage Act and the terms of the rental agreement.Storquest (***************************** location) told me I should go ahead and book a storage space 1 month ahead of actually moving in if I wanted to make sure the space was still available when it came time to move in, which I did. 1 month later, when I'm about to move in soon, they cancel the booking without warning and moved me out. The manager, **, only tried calling me once, then moved me out immediately after when I didn't pick up. He did not call more than once nor email before moving me out/canceling the space. When I called AJ about it, explained that the space was empty because his employee had told me to book early, and asked him not to move me out without warning again, he got angry and hung up on me without properly resolving the issue.This is illegal. The *********************** Storage Facility Act requires storage facility owners to provide WRITTEN notice to occupants before taking certain actions related to abandoned property - and my property wasn't even abandoned just empty for a month (because their employee recommended me to book early).This also is a violation of their own company's Rental Agreement, which states: 'Termination: With respect to month-to-month tenancy, this Rental Agreement can be terminated only in the event that the party desiring to terminate shall have given written or telephone notice of termination to the other party 7 (seven) days prior to the end of any monthly period, or in the case of such termination to be effective as of the last day of the monthly period." The end of the rental period was tomorrow.I'm worried they will retaliate and refuse to store my belongings suddenly out of personal prejudice while I am out of the country.

    Business Response

    Date: 07/17/2025

    Ji **** ***,

    I apologize for the challenges you are having with the Storquest self-storage in ***********  The complaint was routed to me, but our self-storage facilities are located in ******, ********. I suggest reaching out to the corporate office of Storquest or the owner of the property you are referring to.  Unfortunately, I am not able to assist as this is not our facility.

    Best of luck,

    ***

  • Initial Complaint

    Date:04/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    They kept charging on autopay even though the unit had been cancelled and nothing was being rented. After multiple calls and emails finally they said theyd mail a check, its been four months and nothing.I have filed complaints, with u, the ****, the store location, corporate location. Any one that could be contacted HAS been contacted. I have no one else to turn to, at this point it feels like storquest won in stealing money and no one can do anything about it.

    Customer Answer

    Date: 04/28/2025

    Im sorry but this message only asks for clarification. Im not sure what extra info u require. Id be happy to provide email screenshots or any info u need, im just not sure what it is u need.

    Customer Answer

    Date: 05/05/2025

    Im just trying my best to clarify

    Business Response

    Date: 05/13/2025

    Mr. ***********,

    I am sorry to hear of your challenges with your self-storage facility.  The complaint was addressed to me, and our self-storage units are in ******, ******** and we have confirmed that we are not the intended recipient of this complaint.  I would suggest reaching out to StorQuest directly or to the owner of the facility you are referencing.

    Best Regards,

    ***

  • Initial Complaint

    Date:04/01/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We had rats that infested our unit. The management wasn't any help. In fact, instead of trying to fix the issue, they decided to raise my monthly rent twice, to over double what I was paying less than 6 months prior. When it got to a point where it was destroying our property, we decided to move out. The management at this location, tried to charge me for an extra month's rent (after they confirmed the date I could move out without penalty - which I complied) in addition to charging me for a trash fee (even though the "trash" was the infested clothes, furniture, sports equipment) and they were just trying to hide and get rid of it before I took pictures and filed a claim. As you can see, I took pictures just before this company threw out my possessions, without consent.

    Business Response

    Date: 04/02/2025

    Mr. *****,

    I am sorry for your challenges at the self-storage in ******, *********  The property owners you have sent the complaint to does not, however, own the property where you are currently experiencing issues.  Our units are located in ******, ******** and they have confirmed you are not registered there but at a different self-storage in ******, CO.  Please reach out to StorQuest directly or direct your concerns to the proper ownership group.

    Unfortunately, I am not able to assist as we are not the owners of the property where you are having a rodent problem.

    Thank you,

    ***

    Customer Answer

    Date: 04/02/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******** ******

  • Initial Complaint

    Date:12/27/2024

    Type:Billing Issues
    Status:
    Resolved
    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 had a storage unit with StorQuest. I was behind on payments and rather than sending me a notice or letter telling me that my items would be sold, they just sold my unit without giving me a chance to pay off my balance. I never received any letters and when I called they told me nothing could be done. I lost a many things , from family photos to heirlooms that can never be replaced. Storage units should not be allowed to auction off property. This whole thing just sounds completely illegal.

    Business Response

    Date: 12/27/2024

    ****** ******, I am sorry for your situation.  I don't believe this has to do with our self-storage facilities in ******, ***  It appears you are in ********** and the ownership group this complaint went to is located in ********** and *********  If I am mistaken, please let me know, otherwise, I would reach out to StorQuest corporate office to respond to your situation.

    Regards,

    ***

    Customer Answer

    Date: 12/28/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have the wrong location and will further look into finding the correct office in ** to reach out to. 

    Sincerely,

    ****** ******

  • Initial Complaint

    Date:09/17/2024

    Type:Product Issues
    Status:
    Answered
    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.
    StorQuest in ******, ******* - We had a boat stored there for four years, made automatic monthly rent payments. Received an email from them in June 2024 stating they wanted to talk about our empty lot. I called them and basically found out that our boat had been "stolen" by a former employee back in January 2024! They never contacted us but continued to take our monthly rent payment. I filed a police report and an investigation was started. The district manager's remedy was to offer a refund for the months we paid on an empty lot and to give me the name and number of the former employee who removed the boat. After that initial phone conversation we never heard back from them and when I called several times to speak to the district manager to inquire about the refund I was never allowed to talk to him. How does an employee just walk off the property with someone's boat?!

    Business Response

    Date: 09/18/2024

    Mrs. ********,

    I'm sorry to hear of your unfortunate circumstances.  Our ownership with StorQuest is located in ******, ** so I'm afraid your complaint with BBB went to the wrong ownership group.  I would suggest contacting the ******, ****************** or StorQuest directly.

    Regards,

    ***

  • Initial Complaint

    Date:07/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 rented a storage a month ago as of today and i had gotten a email and a text from the Business saying they're not gonna renew my lease i asked them why and they told me because there was a very little small amount of dog food in my Unit so that means they have concrete Unit without informing me my stuff was RAM socks my Store is just like a mess i did take Pictures like this is not cool now I'm here in the Heat with my dog having a walk with All my stuff

    Business Response

    Date: 07/08/2024

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

    I apologize for the situation.  We do not allow people to store food in their units because it attracts rodents and bugs.  This policy is is the rental agreement.  The property manager was doing a lock check and found the unit without a lock. When he opened it to see if it was empty, he found dog food, a bowl with dog food in it and a water bowl for a dog.

    The manager was unable to contact you as it seems the number he has for you does not work. It is due to the storage of dog food, and the fact, he could not get in touch with you that he did renew the lease for another month.  

    Regards,

    ***

     .

  • Initial Complaint

    Date:06/13/2024

    Type:Billing Issues
    Status:
    Answered
    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 June 13th 2024, I visited my local Storquest facility 1083 in ************* to discuss billing and rate charges to my account. I spoke with **** who said he was the property manager onsite. As I stood in front of him to ask him about the recent increase in my bill/rate. ****, very rudely stated "we can increase your bill whenever we want". I proceeded to tell him that my bill has been increased twice in 2 months. There was also an insurance policy placed on my account I don't approve of. He was very rude and disrespectful and said, "You signed for it nothing I can do", I would like some clarity and assistance with these charges.

    Business Response

    Date: 06/13/2024

    I am sorry for your issues but the complaint was directed to my Self Storage business for a property in *****, ********  Our units are located in ******, ********, so I believe this should be directed to the proper owner/operator.  This complaint is not appropriate or directed to me.  Please correct and report to the correct owner/operator.

    Regards,

    ***

  • Initial Complaint

    Date:01/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Kept taking money out of my bank account after cancellation of services. Have yet to return the money. Causing multiple overdraft fees they promised it would be resolved within a few hours. Its been days. Everyone keeps pointing the finger at each other with no resolution to me while my acct is getting killed. Also wasnt able to access my unit for months due to broken elevator. My family have gotten stuck several times as well as dozens of other ppl. Some have been cut out but the fire department. The stairs in the back are broken. Very unsafe establishment.

    Business Response

    Date: 01/08/2024

    In response to the complaint from ***************************, we are unable to find his name on an account at one of our two self storage facilities.  In addition, we do not have any elevators at either of our locations so I would like to ask for additional information in order to address this situation, if we are, in fact, at fault.  I also noticed *************************** address is in ******** and our facilities are located in ******, ********.

    If possible, *************************** should contact our manager for the area, ********************* at ************ to discuss further and ensure this issue is for our self storage units and to resolve.  Unfortunately, we can't do anything until we have more information from *******************

    Thank you,,

    ***

  • Initial Complaint

    Date:11/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    When I purchase this unit it advertise is 24 hours a day 7 days a week. So I have been using this facility for quite some time and I always had access. And then one day I was told you only get 24 access if we take money from your account on a automatic basis. So I had to automatically deduct a monthly fee on my account or I'm only given access until 6:00 p.m. Never ever has that been stated anywhere. Why do they say the 24 hours if you can't even access your stuff 24 hours unless you pay a certain way. It was never an issue before but all the sudden it comes up.

    Business Response

    Date: 11/29/2022

    I believe you have the wrong self-storage facility.  I see you are located in ********** and our storage facilities are located in ******, ********.  I had the management company that operates these (StorQuest) and there is no listing of a renter in your name at our two facilities.  If this information is incorrect, please advise.

    Thank you,

    ***

  • Initial Complaint

    Date:10/10/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Our StorQuest storage unit in *******, ** flooded on 9/14/22. We were not notified until a WEEK later, BY EMAIL. Everything in the storage unit was ruined. Everything. We have been told that insurance wouldve gone into effect next month.. it goes by alphabetical order. Excuse me? What?? And that nothing could really be done to compensate for what had been ruined. Before it was StorQuest (previously great value storage) I paid for monthly insurance.. the price remained the same when StorQuest bought the location. I cannot get a returned call or ANY information on what is being done about this flood and the less than professional notice given to the tenants.

    Business Response

    Date: 10/10/2022

    I am sorry for  your challenges with the storage unit in ***********.  I wanted to let you know that you have contacted the wrong ownership group.  Our self-storage units, managed by StorQuest, are located in ********.  

    Please contact the correct owner for resolution.

    Thank you,

    ***

    Customer Answer

    Date: 10/11/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***************************

StorQuest Self Storage is NOT a BBB Accredited Business.

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