Complaints

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• Initial Complaint

  Date:06/04/2025

  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.

  Im complaining about ridiculous and unfair price gouging. StorQUEST ********************************************************** facility They need to state in their contract that they will be increasing your rent at a rate of a particular amount so that people are aware in advance. I rented a storage unit in May of 2024 for $275 per month. Shortly after, they raised the price to $350 per month! Had I known that they were going to raise the price over 25% I wouldve never rented from them. It has been one year and now they want to increase it to $433 a month. Nearly a 60% increase in one year! StorQuest states that they can raise the rent with 30 days notice, but no one would ever expect increases a few months after renting from them and 60% in one year. I was a very long-term customer in the past for 7 years and this is no way to treat customers. I do personal Consignment for a living. I was helping a gentleman who retired from the Event rental business sell his Tablecloths. I did not expect that this would be a hard thing to sell, but in the last year I have made $1500 (not their fault) But at this point, I cannot break even due to their price increases.

  Business Response

  Date: 06/11/2025

  1.  The Customer initially rented a ********************** unit from us at our Aurora/Tower property at a Promotional Rate in May, 2024.

  2.  Pursuant to Section 5.F. of the Customer's Rental Agreement (attached hereto), the monthly rental rate may be changed at any time by the Owner providing written notice to the customer at least thirty days before the effective date of such change.

  3.  On August 3, 2024, following the expiration of the Promotional Rate, the Customer was provided notice of a $57/month rate increase, in accordance with Section 5.F. of the Customer's Rental Agreement.

  4.  In response to the Customer's feedback, we applied a two-month credit, effectively holding the customer's rent at the original rate through September 2024 and October 2024. The new rental rate then took effect starting November 2024.

  5.  On May 4, 2025, we sent a written notice of a subsequent rate increase of $85/month, effective June 3, 2025. 

  6.  In response to the Customer's feedback regarding this subsequent rate increase, we applied a two-month credit, effectively delaying the rate increase until August 2025.

  7.  Following the Customer's ******************** complaint, and in an effort to resolve this matter, we reached out to the Customer on June 6, 2025, in order to offer a 50% reduction to the rate increase. We left the customer a voicemail, and made several further attempts to reach the Customer by phone between June 6 - June 9, 2025. 

  8.  After failing to get a response from the Customer, we nevertheless applied the 50% reduction to the rate increase, effective as of August 2025, notified the customer of this via email on June 9, 2025.

  9.  Having not received any further response from the Customer, we now consider this matter to be closed.