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:11/12/2025

  Type:Service or Repair 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 have been at self storage plus since June, at a rate of $146 per month. They just charged me $215 for the Nov 11- Dec 11 time period - a 47% increase. I did not receive 30 days notice of this increase per our rental agreement.

  Business Response

  Date: 11/13/2025

  Thank you for allowing us to address ******* concerns. Attached is our response. 
  

  Customer Answer

  Date: 11/19/2025

  [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:10/21/2025

  Type:Service or Repair 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.

  There was a mice infestation in my previous unit #**** over at Self Storage Plus Shawnee Rd in September of 2025. A gentleman over at the Industrial ** location assisted me with transferring over to unit #*** at ************* and informed me that he would get my balance (which is paid through February) transferred over to unit #***. I have attached a copy of my balance available to apply to my #*** unit which is currently $888. I am currently locked out of my new storage unit #*** at Industrial ** due to past due payment when this was supposed to be taken care of in September. I need assistance with the balance transfer so that I may regain access to my #*** unit and also have any payments erroneously applied to the unit #**** for the months of September and October credited to my new unit. I am completely moved out of unit #**** at Self Storage Plus Shawnee Rd and have been as of September 21st, 2025.

  Customer Answer

  Date: 10/29/2025

  [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,
  
  Laquelle ******
  
  

• Initial Complaint

  Date:10/14/2025

  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 am extremely distraught over what this VERY unprofessional, shady and shoddy "business" is trying to do to me! I have 2 units with this place. I am going to give some insight on the way this storage unit is ran and kept. It is dirty, very dirty, the literally rented my one storage unit out WITH SOMEONE ***** DIRTY ******* hovering in the caged portion up top in my unit. They rented me my other unit with RAT P*** EVERYWHERE!!!!! The carts are always missing, the place is what you envision in a horror movie. The manager "seems nice enough" however he is not very knowledgeable and definitely lied to my face.. He put a lock on one of my units locking me out when I was there trying to get into my unit, the manager was *** and there are no other associates there, ever.. I know they have to be there maybe in the back handling phone calls because one of the females at the location hung up on me before because she is too ignorant and lazy to do her job. However the manager kept going back and fourth on why he locked it, ultimately claimed he noticed I didn't lock it back up properly which IS A BIG LIE because my son whom is a 19 year old marine locked it and double checked it and I myself after him double checked. But I shook it off and pretended sure that happened.. NOW THE REAL BIG ISSUE IS THEY HAVE ILLEGALLY ISSUED ME A LIEN FOR BOTH UNITS AFTER ONLY 30 DAYS LATE!! Maryland law states YOU CAN'T SELL OR ISSUE A LIEN UNTIL AFTER 60 DAYS PAST DUE WHICH MEANS 61 DAYS!!!!!! My husband just passed away not even a month after getting the units. He was the main provider and with the economy being trashed too, im definitely struggling! However I typically pay within 10 days after the due date. Last month in September around 12th I was hospitalized and was in the hospital for 2 weeks. I am still recovering, all without pay. I want the ***** removed and all associated fees with it, as this is not anywhere near 60 days past due! I will contact my representatives and senators, too.

  Business Response

  Date: 10/17/2025

  Please see attached regarding ***** ********* concern. 
  

  
  

  Customer Answer

  Date: 10/17/2025

  [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: 24011786
  
  I am rejecting this response because:
  First the manager and I have had 2 face to face interactions! And 2 phone calls and an email back and fourth! Second, I didn't bring it up because I just brushed it off as I said in my first message.. I immediately checked my unit and didn't see anything out of the ordinary. Also.. my lock was on the unit. It was STILL ON THE **** even with this other lock placed on it.. suspicious, but again I let it go. I try not to be "difficult" unless I feel like im being very wronged. And MY STORAGE LEGALLY CAN'T GO INTO LIEN STATUS UNTIL 60 DAYS! So you cant CHARGE ME LIEN FEES YET! I have contacted the attorney general and my county council members as well as submitted forums to the senators office. I will be fighting this like it is my job. I can pay last months storage fees PLUS the TYPICAL late fees but that is all I am able to do. I have hospital documentation as well as doctors orders and I can get letters. I nearly lost my life! Just 2 months after my husband has just passed away! I am now left with 5 kids, 4 of them are young! While my health has been on a steep decline and I am still VERY UNWELL! I have lupus and it has caused damage to my heart. Also what about all the fees you people charged me to MAKE A PAYMENT ON MY ACCOUNT AND YOU NEVER EVER MADE IT CLEAR EVERY PAYMENT I SUBMIT WILL COST ME $6! Robbery. Thats what that is. Lets also address the double lock charges on 2030! Ive only had 1 lock on 2030! And your manager has only called me 1 time since being late for last month! And let's also touch base back on your claim of my account going into lien status at 33 days. No it went into lien status at 30 days, again you cant put my account in lien status until 60 days past due, MARYLAND LAW. Your claim of "working with me" if I choose to vacate before the auction, that consists of what exactly?

  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/28/2025

  I was able to speak to Ms. ******* last night (10/27/2025) and explain the fees and how they were applied in accordance with Maryland law.  Additionally, I was able to explain the offer that will allow her to settle the account and vacate the units.  She was acceptable to the offer and seemed pleased that we were able to work with her as she navigates the unforeseen circumstances she is dealing with.

• Initial Complaint

  Date:09/23/2025

  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 a storage unit at the now-Self Storage Plus Inwood location in June 2024 when it was still Valley Storage. I signed for $164. In November of that year, Valley Storage raised the rent $20 (12.2%)reasonable. In March 2025, Self Storage Plus bought out the location. In October 2025, they raised the rent from $164 to $234 = $70 = *****%. Not reasonable.SSP's email notification says they did this "to ensure we are offering competitive rates and exceptional storage solutions". They say they've "carefully assessed the current market rates". But if you look around the storage market in this area, Self Storage Plus owns almost every storage facility. So in other words, they "carefully assessed" the rates THEY set, and decided to raise them nearly 50%.They are operating like a monopoly to take advantage of the inconvenience and expense of moving storage units. I've reported them to the *** for monopolistic business practices, but I really think something should be done locally. This is not an honest or fair business.

  Business Response

  Date: 10/05/2025

  Attached please find response to BBB complaint #********
  

  
  

  Customer Answer

  Date: 10/05/2025

  [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: 23925571
  
  I am rejecting this response because: The company has created a monopoly in the Eastern Panhandle of ************* so any "comparable rates" are rates THEY set. If you look at other storage facilities NOT owned by Self Storage Plus (there aren't many, and they are of course all full because SSP has a terrible reputation for extorting people with multiple outrageous price hikes once they've moved their stuff in), they ARE cheaper. And there's no way their costs have gone up as much as they raised my rates. What are their costs? The land: Property taxes haven't increased that much. The utilities: Those rates haven't increased that much. Staff: They cut costs on that dramatically when they took over this facility, moving everything to a centralized call center that's so loud you can't hear what anyone is saying, and I don't believe for a second they gave all their staff 40%+ raises. But even if they did, ALL their costs would have had to go up that much to justify that high a price increase, and that's ridiculous. They're lying. They just raise the rates because they know it's difficult and expensive for you to move, so they can s**** you. But we're moving anyway, because we don't do business with people like this.
  
  
  Regards,
  
  ******** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/22/2025

  Type:Customer Service 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 paid for a Climate Controlled area in building 5 but the Climate Controlled area is NOT Climate Controlled. I enjoy the space and the customer service was amazing but help the guy out over there. I really should ask for a reimbursement as should everyone else. Please get the climate control functions fixed. Please call me at ************ when fixed or email me at *****************

  Business Response

  Date: 09/24/2025

  See attached

• Initial Complaint

  Date:09/10/2025

  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.

  April 2025 I rented 10x15 at the Self Storage Plus located in ***************************, **. I was told my unit was for auction and charge a $115 fee in June 2025. I paid the total amount $465 in person despite the unit was not posted for Auction. I also informed to continue to correspond by email since the address was no longer valid. At this time, I was told the credit would apply to the next billing cycle. September 2025 I called due to the payment receipt reflect that I was charge for the auction. Disgusted at the deception of this charge I just want to to due a pay and vacate and was told I owed the amount $668 dollars for a rent increase. I never received an email or notice of an rent increase. ***** the manger continue to quote these outrageous prices owed due to this rent increase. A week had passed and I request to speak to the District Manager. This was a waste of time since all she did was defend sending the notice to an address that was no longer valid despite the lease that stipulating the email address is a valid way to communicate. During the public auction my unit look like it was pick over my $2500 organic pixel TV and my daughter gaming chair was missing along with the Christmas tree and new toys that were never open. This District Manage had no intentions on resolving the increase of outlandish fees or helping me to maintain my storage unit.

  Business Response

  Date: 09/19/2025

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

  
  

• Initial Complaint

  Date:09/03/2025

  Type:Product 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 stored my personal belongings at this facility for approximately two months. During that time, my storage unit was broken into and several itemsincluding a television, other electronics, and luxury apparelwere stolen. The lock provided by the facility (a disc lock) was easily bypassed, and I later discovered that these types of locks are known to be vulnerable to skilled thieves. I strongly advise others not to rely on the locks supplied by this company.Upon discovering the theft, I attempted to contact the company immediately. Unfortunately, I received no response. It was only after relocating and unpacking my items that I realized the full extent of the lossover $2,000 worth of property had been stolen. I submitted photographic evidence showing the condition of my unit before and after the break-in. The insurance policy offered by the facility proved to be ineffective, as it only covers incidents where "forced entry" can be clearly demonstrated. In cases like mine, where the lock was picked without visible damage, the insurance does not apply.Additionally, I have personally accessed the facility multiple times without having to use the required entry PIN, which raises serious concerns about the adequacy of their security and surveillance systems.I have made repeated attempts to contact the company via phone and email over the past several weeks. *****, a representative, initially stated he would review surveillance footage related to my claim, but I have not received any follow-up communication since. Despite the companys public response to my online review encouraging me to reach out, they have failed to reply to my emails.

  Business Response

  Date: 09/11/2025

  See attached business response.

  Customer Answer

  Date: 09/18/2025

  [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: 23835397
  
  I am rejecting this response because:

  The companys response does not accurately reflect the timeline or the substance of my experience. 
  

  While the company states they conducted a thorough investigation, I was not provided with any documentation or findings from this investigation. I was told there would be follow-up, but this did not occur in a timely manner. For example, I called District Manager **** ****** on Monday, 9/15/25, and his voicemail stated he would return calls within 48 hours. As of Thursday, 9/18/25, I had not received a response. This lack of follow-through mirrors the same issue I experienced when I first reported the theft.

  The company claims there were no signs of break-in, but this does not explain the disappearance of my belongings. I was not offered any meaningful explanation, only a denial of responsibility.
  
  While I was advised to contact a third-party insurance provider and file a police report, this essentially shifts responsibility away from the company despite my belongings being stolen while in their care. I explained to **** the insurance communicated that they would not pay out on the claim due to no proof of forced entry.
  

  Despite ***** mention of offering to absolve delinquency and allow removal of remaining items without charge, which does not address the actual loss I suffered, I continue to receive default notices and received a Final Notice of Lien Sale on September 15.
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/27/2025

  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.

  Self-Storage Plus ********************************************** is harassing me via a 3rd party collection agency for the sum of $1890.00 for a storage unit that I vacated on 31 August 2023 at the end of a Title 10 military tour of duty. I vacated the space and my former partner, ******* ***** took over the space. I signed a release at Self-Storage Plus with the property manager, *** **** and gave him my keys and locks turning it completely over to the control of ******* ***** and the property manager. Because my active duty orders ended and I had new official orders PCSing me to ****************, I vacated the Unit on 31 August 2023.******* ***** then took the unit over got my old keys and locks after she met with *** **** at Self-Storage Plus. However, in January ******************************************************** paid on the storage unit again. Self Storage Plus has continued to harrass me even after I signed a release of the unit, gave them my keys and locks, gave them a copy of my official Title 10 Active Duty orders, and provided them with a notarized letter stating I moved and turned the unit over to ******* *****.Self-Storage Plus is violating my rights under the Service Members Credit Relief Act (SCRA) by fraudulently demanding that I pay for a storage unit even after I vacated the unit, signed the unit over to their property manager and ******* ***** effective 31 August 2023. I'm prepared to take legal action against them for fraud and violation of my SCRA rights pending the outcome of this complaint with the Better Business Bureau.

  Customer Answer

  Date: 09/05/2025

  To: ******* ********:

  Your response is both hypocritical and a blatant misrepresentation of your company, Self-Storage Plus in *******, VA.

  First and foremost, it is your employee's grave mistake to give ******* ***** keys to the unit without her signing documents to fully take over the Unit. I did her a huge favor by moving out and signing the Unit completely over to *** ****/Self Storage Plus entirely at the end of my military orders and prior to moving to ******** permanently.

  Your staff at Self-Storage Plus has harassed me incessantly since January 2024! Your staff is extremely unprofessional and you have been harassing me, a then active duty military service member, now reservist and federal government employee for over 24 years and counting!

  ******* ***** started to pay for the storage unit on your property and engaged with your staff, *** **** and others between August 2023 and December 2023. This issue always was and will be a matter between your incompetent staff and ******* ***** and not me!!

  What do I get for all of my time writing email after email and making call after call to Self-Storage Plus to get this matter resolved and had absolutely no luck from August 31, 2025 until today, 05 September 2025?

  The way that I was treated by the staff and the company, Self-Storage Plus is truly disgusting and absolutely and totally unacceptable! No military service member should ever be harassed financially like this when I did nothing wrong and everything right and arranged to move 45 days minimum before I vacated my storage Unit!

  Sincerely, 

  ***** *. Lucas 

• Initial Complaint

  Date:08/12/2025

  Type:Facilities 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 just left my storage unit and it was disgusting. Mold everywhere, rodent droppings, bags chewed through, and items are missing. I have tried to pay in person multiple times via money order and the unit closes earlier than promised. My belongings were to be set to auction on 8/13/2025, I left my job early, got in trouble at work, got a money order for $900, went to pay at 4:15pm and the door was locked. The Storage isn't set to close until 6pm. After waiting outside for 30min someone came and opened the door after me yelling at them to open the door from the parking lot. My lock has been cut and there's a lock on my unit that I don't have the key to provided by the storage. Once I was escorted to my unit, the office personnel advised me that they now close at 5pm and they don't have any locks in inventory. My belongs in unit 2102 has been up for auction twice but it never made it to the actual auction. Someone has been un my unit at ;east twice and didn't advise me of the mold nor my lock being cut prior to me showing up.THINGS THAT ARE MISSING: ***** SNEAKERS Y-3 SNEAKERS **** AF1 SNEAKERS HIGH **** AF1 SNEAKERS LOW ****** DUB ZERO HP RYZEN COMPUTER SILOUHETTE CAMEO 4 MACHINE ****** ***** SNEAKERS BAPE-SNEAKERS

  Business Response

  Date: 08/18/2025

  Please see the attached response from the business

• Initial Complaint

  Date:08/08/2025

  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.

  Self-Storage Plus of ******* offers the first month rent-free for new storage unit contracts, which is typical in this industry. Monthly rental fee (Unit #****) would then be $85.00 per month following. Second month, I paid $85.00 for the storage unit #**** and then agreed to the rental of a second storage unit (Unit #****) at the same additional fee of $85.00 per month after the first month free on the second unit.After 5 months, I received a postcard indicating based on reevaluation of current market conditions, my first unit #*** would be increased from $85.00 per month to $165.00. I immediately called the local number of the storage company, only to be directed to their customer service department and told that there was nothing that I could do other than cancel my contract. I explained that there should be no way that the rent should double after five months. I went into the local office asking for an explanation, and I was told by ***** that my initial $85.00 rate was an introductory rate. I offered to pay a year in advance at the $85.00 per month current rate and was told they ONLY do business on a month-to-month basis. So, which one is the truth if either?One month later, I received a second postcard indicating again that, due to current market conditions that my second unit #**** would be increasing from $85.00 to $132.00 per month.Both units are the same size (10'x15'), and yet now they are charging me two different prices! How can this even be legal? This is nothing more than bait-and-switch/price-gauging business tactics, and if not illegal, should be made illegal by the state of *************Could you please help me with this situation?

  Business Response

  Date: 08/20/2025

  Please find the response attached.