Complaints

This profile includes complaints for Self Storage Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Self Storage Plus

  PO Box 25523 Washington, DC 20027-8523

• 

  Self Storage Plus

  14690 Southlawn Ln Rockville, MD 20850-1317

• 

  Self Storage Plus

  22125 Davis Dr Sterling, VA 20164-5364

• 

  Self Storage Plus

  1325 Kenilworth Ave NE Washington, DC 20019-2711

• 

  Self Storage Plus

  18310 Richmond Hwy Triangle, VA 22172-1921

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.

• Initial Complaint

  Date:07/16/2025

  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.

  On 07/16/2025, I visited ************************************** in-order to rent a unit. Going through the web interface to do so, I was never shown a lease agreement or conditions regarding the unit (I checked several times, going back through all the pages). While I wasn't shown a lease or conditions, I was asked to provide a signature under my payment information. Upon clicking submit, I was emailed a lease agreement with my signature plastered all over it THAT I DID NOT SIGN. So, not only did I not sign it, I was never even shown the ************ cannot put someones signature on a document that you've never shown them. This is ILLEGAL, full stop.

  Business Response

  Date: 07/29/2025

  Please see attached documentation for Complaint ID ********-****** ******.

  
  

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  In May, I rented a storage unit with Storage Plus. Two days after moving my goods into the unit there was a robbery attempt on the unit. I filed a police report with ******************************* who described the location as a thieves paradise. The price for unit rentals is good, but there is no onsite attendant, the front gate is broken, and cameras don't monitor the door to the unit I rented. I contacted the business immediately and they were supportive in giving me another storage unit at a higher security facility. My core challenge is I prepaid $1,325 to lock in 6 months for my original unit, which I had to terminate because of the break-in attempt. I've had several emails communications, but they are refusing to refund my full pre-payment of $1,325. I have 2 units with them currently, they're a good provider, I just need my prepayment back from the unit I couldn't use due to the security concerns. I've attached the contact information for Officer **** who received my police report for the break-in attempt on the unit.

  Customer Answer

  Date: 06/07/2025

  BBB,

  The business overnighted a check for a refund in full. Please close this case as fully resolved, thank you!

  Business Response

  Date: 06/09/2025

  Please see attached for response to #********

  
  

• Initial Complaint

  Date:04/30/2025

  Type:Billing 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.

  I am a current tenant at Self Storage Plus (formerly Valley Storage) at ******************************************************************* When I first signed my lease, I provided valid proof of renters insurance, which exempted me from the companys insurance program.Recently, after a name and management change to Self Storage Plus, I noticed a $14/month insurance charge on my account. I was never notified in advance, never contacted by phone or email, and was not given a chance to update or resubmit my proof of insurance. I only discovered the fee after logging in to my account and contacting them myself.When I reached out, they admitted that they dont keep tenant documents, which is unacceptable and irresponsible. I offered to resubmit my insurance declaration right away, but they have not responded, and late fees continue to accrue daily. On top of that, their system does not allow partial payments, so I cannot pay only my rent amount while this issue is being disputed the balance keeps rising, making it unaffordable.I believe this is happening because of the ownership or management transition, but it is unfair to penalize existing tenants who already followed the original rules and submitted proper documentation.I am requesting:Immediate removal of all unauthorized insurance charges,Reversal of all related late fees,Ability to submit my current proof of insurance and pay only my original rent amount.This feels deceptive and negligent, especially considering Ive done everything right. Im requesting the ********************************* to intervene and help resolve this issue.Thanks for your help!

  Business Response

  Date: 05/13/2025

  Please see the attached response from the business

• Initial Complaint

  Date:03/24/2025

  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.

  I rented unit 6023 in August 2023 at the rate of $120. I was surprised a week later with a "requirement" of purchasing their insurance for $16 monthly, for a monthly total of $137. In March 2024, a short 6 months later, my rent was raised to $193. Now in February 2025, it's $240. That's almost a 100% increase! I was never notifies of this increase! If I was, I would have cancelled my unit immediately! Going rates for a 10x15 unit in the **********/Front Royal area are in the low to mid $100s. I was recently late paying my February fees and was charged $314! Why the $80 in additional fees? I paid that on 3/18. On 3/19 I was charged the $240 for March.

  Business Response

  Date: 03/31/2025

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

  Business Response

  Date: 03/31/2025

  Hello,

  This may be a duplicate information. I do apologize for my error. 

   

   

  
  3/28/2025
  Re: Complaint Case ID  ********;  ******* *******
  Thank you for notifying us about the complaint filed by ******* *******. We take all customer feedback seriously and appreciate the opportunity to address their concerns. We are committed to resolving this issue promptly and to the satisfaction of all parties involved.
  Our Response:
  Investigation: Upon receiving this complaint, we conducted a thorough investigation into the matter. This included reviewing all relevant records, speaking with involved staff members, and examining our processes and policies. 
  In response to the customer inquiry from *** *******, it is my understanding that there are four complaints, a perceived requirement to buy our insurance, a rate increase without notice, a rate increase, and late payment fees.
  Findings:
  Regarding the Insurance requirement, there is not a requirement that the customer purchase insurance from us.  The only requirement is that the customer provide insurance. They can choose to purchase it from us, or they can provide it via the insurance carrier of their choice.
  
  Regarding the rate increase without notice, please note that the customer was mailed a notice 30 days prior to each rate increase and that notice was sent each time to the address of record for this customer.  Our records have verified these notices were sent *********************************************************************************************** not. 
  
  Regarding the rate increase, it is correct that this customer had a rate increase three times over the period of their rental term.  Please note that the customer started at a promotional rate and over time the rate was moved to what we have determined, via our ****************************** to be market rate.  We believe our rates are competitive and the customer has the right to no longer renew their rental agreement at any time.
  
  Regarding the late payment fees, *** ******* was in fact charged late fees when her payments were late in accordance with the rental agreement.  No fees outside of those agreed upon were charged to the customer.
  
  No customer complaint was brought to the Facility location managers at any time to be addressed. 
  
  
  Conclusion: We appreciate the opportunity to address *** ******** concerns and are committed to ensuring a satisfactory resolution. We look forward to continuing to provide excellent service to ********** and all our customers. Please feel free to contact me directly if you have any further questions or require additional information. We hope that this addresses the customer's concerns.  Sincerely,
  
  ******* ********
  District Manager
  Self Storage Plus 
  **************************************************************

  
  

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair 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.

  I rented a large storage facility and was charged $281/mo. The facility had my email, cell phone number, and mailing address. In the contract it states they will use text messages to contact you. I also received an email from them when my bank card was declined so I could contact them w/another card for the storage monthly rent (which I did when I got the email). Everything was fine until I noticed in my bank account that they were now taking an additional $100 for the rent without my knowledge. I contacted the store and the clerk told me "oh, they sent you a notice in the mail but you probably tossed it in the trash because it just looks like a little flyer or postcard and most people don't read it"". So for six months they were taking $100 more from me without my knowledge and they apparently know that what they sent isn't sufficient notice since even the clerk behind the counter told me as such. I don't understand how they can alert me w/email for when my card was declined but yet didn't do the same when they raised their rates. They also had my cell phone number and the contract stated they would use text messages if appropriate. When I reached out to the Manager , ********, she didn't do anything acceptable to help me which would have been to refund all the extra money as I wasn't notified properly . I was out of state and not able to get back right away and just now went to the unit because I cannot afford such a large increase in rent and now all my things have been ruined due to mice infestation in the unit. I would ask to be reimbursed for all of total losses as the insurance has a $500 limit for vermin destruction. It doesnt appear to be climate controlled as advertised . This storage facility isn't being taken care of and I wouldn't have trusted them to hold my belongings if I had known they don't maintain the units properly and have deceptive billing practices.I do not even feel safe getting rid of the things due to health of hazards mice f****

  Customer Answer

  Date: 01/25/2025

  I would also like to add that the District manager scolded me for using the facilities dumpster even though it was the clerk's idea for me to do so. She told me itwas horrible that our things were mice f**** infested and she came up with the idea to go ahead and use their dumpster if we wanted to throw things away. She said to pile it on the sides as someone had used it for a mattress. SO my wife and I did get rid of a few things (not very much because we became scared for our health after seeing so much mice f**** so we cut it short. But we did throw several items away and did as the clerk told us , to pile it up outside the dumpster.  Then after I emailed the district manager  to let her know the awful situation this facility has now put us in,she writes back scolding me for using the dumpster and  said they werent responsible for any of the damages and completely ignored the fact that I was never properly notified about the large increase except for her refunding me one months of the increase even though I didn't discover this increase for 5 months.  She also highlighted some part of the contract about going in and taking all of our stuff if we use the dumpster. (even though it wasn't even our idea to do so and we were TOLD by the clerk and it was her idea).

  Business Response

  Date: 02/04/2025

  Please see the attached response from the business

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I rented a storage unit at ******************************************** monthly at the rate $53.00 per month. And the rent was payable on or before the 21st. Of the following month. I was unable to physically travel to the facility,and mailed a payment to the posted address. The **** made several attempts to deliver to no avail. Reason: No one on premesis,no mailbox at location, no forwarding address. I was locked out of the unit for non payment and also charged an additional fee of $28.95. I sent payment to the.address listed on the original contract in a timely manner and should not be liable for the penalty. Refund of the fee is requested.Supporting doc. Have been separately mailed. ***** ******* ************

  Business Response

  Date: 01/15/2025

  Please see attached response to Customer Complaint Number ********.
  

  
  

  Customer Answer

  Date: 01/15/2025

  Received call from business..no resolution only communication

  Business Response

  Date: 02/06/2025

  2/5/2025
  
  Re: Complaint Case # ********
  
  Thank you for notifying us about the additional concerns filed by ***** *******. I have been able to investigate the matter and found that check# ***** was signed on 2/5/2025 and mailed on 2/5/2025 to the address on file.
  
  Thank you for your attention to this matter.
  

  
  

  Customer Answer

  Date: 02/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair 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.

  This location has a rat infestation in the entire building! We lost over $2500 in furniture & clothing due to vermin & the insurance policy will not accommodate our request of refund. They limit payouts to only $500. The management team is aware of this problem & simply ignores the *************** of their clients

  Business Response

  Date: 01/24/2025

  We have identified the case ******** with ***** **** has not been responded to. Please find our response to this customer's concern attached. 

   

  Best, 

  **** *******
  Director of Operations
  Phone: ************
  Email: *************************************************************
   ******************************
  

• Initial Complaint

  Date:11/19/2024

  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.

  rat and bug infestation and open areas or drafts to storage

  Business Response

  Date: 03/05/2025

  February 28, 2025

  Re: Complaint Case # ********

  Thank you for notifying us about the complaint filed by ***** ************. We take all customer feedback seriously and appreciate the opportunity to address their concerns. We are committed to resolving this issue promptly and to the satisfaction of all parties involved.

  Customer Complaint Summary: Ms. ************ has made complaint of bugs and would like to see invoices of pest control and repairs.

  Our Response:

  1. Investigation: Upon receiving this complaint, we conducted a thorough investigation into the matter. This included reviewing all relevant records, speaking with involved staff members, and examining our processes and policies.

  2. Findings: There has been no evidence of rodent or bug infestation. We have reviewed the pest control logs monthly with no findings. Ms. ************ has not filed any claims through self-storage insurance company, ****** or addressed her concerns with the onsite staff.

  3. Resolution Steps: A pest control company services the property monthly.

  4. Conclusion: We appreciate the opportunity to address ***** ************ concerns and are committed to ensuring a satisfactory resolution. We look forward to continuing to provide excellent service to all our customers. Please feel free to contact me directly if you have any further questions or require additional information. We hope that this addresses the customer's concerns.

  Thank you for your attention to this matter.

  Sincerely,

  **** ****** District Manager

• Initial Complaint

  Date:11/04/2024

  Type:Billing 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.

  Attempted to make Monthly Rent Payment for Storage Unit #**** on 10/04/24, prior to Lateness. Payment Amount was Incorrect via automated Phone system and included a New Fee. Contacted Property Manager - (******) and District Manager - (******** *****) to resolve Payment issue. On 10/06/24 a Late Fee of $32.40 was charged, as a management response was not received until 10/11/24! Monthly Payments are no longer able to be made online or by phone without a Fee, making Autopay or In-person the Only options! Since every effort was made prior to the Unit becoming Late the Fee Amount Paid should be immediately Refunded! I have been a Customer of Multiple Units for numerous years with an Excellent Payment History!

  Business Response

  Date: 11/20/2024

  Hello,
  
  I have responded to **** ********* and have attached the email.
  
  I will update once I receive a response from the customer.

  Business Response

  Date: 11/22/2024

  I have attached my written review of the BBB complaint for **** *********.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair 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.

  I am having ongoing problems with the storage unit staff and its' corporate office. The business changes the rent and charges additional fees without notice, The staff at corporate office are of no help to resolve issues and have a take it or leave it attitude. The local office does not respond to emails, telephone calls/voicemail messages, and is not on the premises. They refuse to respond. They lost my check payment, charged me a late fee, locked me out of my unit and refused to work out the matter with me. Three weeks later, they found my check, removed the late but I am still locked out of my storage unit. No one will respond to me.

  Business Response

  Date: 03/05/2025

  February 28, 2025

  Re: Complaint Case #********

  Thank you for notifying us about the complaint filed by ***** ********. We take all customer feedback seriously and appreciate the opportunity to address their concerns. We are committed to resolving this issue promptly and to the satisfaction of all parties involved.

  Customer Complaint Summary: Ms. ******** was upset that mail service did not deliver payments made by check in a timely fashion and did not want to pay late fees. Ms. ******** did not like that there where rate increases during her time renting with us.

  Our Response:

  1. Investigation: Upon receiving this complaint, we conducted a thorough investigation into the matter. This included reviewing all relevant records, speaking with involved staff members, and examining our processes and policies.

  2. Findings: One of the two checks said to have been mailed was found at the office. Contact with Ms. ******** was made on several attempts to bring account current.

  3. Resolution Steps: The resolution was removing all late fees and to extend the time frame for Ms. ******** to vacate.

  Conclusion: We appreciate the opportunity to address ***** ******** concerns and are committed to ensuring a satisfactory resolution. We look forward to continuing to provide excellent service to all our customers. Please feel free to contact me directly if you have any further questions or require additional information. We hope that this addresses the customer's concerns.

  Thank you for your attention to this matter.

  Sincerely,

  **** ****** District Manager

  Self Storage Plus *******************************************************************************************************************************************************************

  Customer Answer

  Date: 03/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22463210
  
  I am rejecting this response because: they are unethical and steal from its clientele by raising rates without advance notice and charging additional fees. This is a horrible business and its business practices are worse.
  
  Regards,
  
  ***** ********