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

  605 S Ball St Arlington, VA 22202-3205

• 

  Self Storage Plus

  11105 New Hampshire Ave Silver Spring, MD 20904-2605

• 

  Self Storage Plus

  9107 Gaither Rd Gaithersburg, MD 20877-1455

• 

  Self Storage Plus

  14560 Lee Rd Chantilly, VA 20151-1684

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: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.
  

  
  

• 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:06/29/2025

  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.

  Our current storage lease explicitly says that we are supposed to get 30 days notice when they change the price that they are going to charge us for our unit. The letter we recieved has no date of when it was mailed out and we received it on June 24th, 2025 and it says There will be an increase in rent for your storage until 9503 effective 07/15/25 . I went in the office on 06/27/25 to talk to the manager named *** and he refused to work with me and he refused to give me his manager's phone number nor someone at corporation HQ who I can speak with about this.

  Business Response

  Date: 07/09/2025

  Date: July 8th, 2025
  Re: Complaint Case #************A

  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.

  Findings: We have determined that despite following the requirements to send notice of the rental increase within the time limit, that Mr. ******** did not receive the notification in time to satisfy the 30-day requirement for preparation of the rate increase.
  
  Resolution Steps: Self Storage Plus will be removing the rental increase for this time frame and maintain the rate as it was paid before the notice for the increase was sent until proper notice of a rental increase can be sent.
  
  Conclusion: We appreciate the opportunity to address Mr. ********** 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.

  Customer Answer

  Date: 07/19/2025

  I never got any request to follow up n this. yes the compliant has been resolved. 

• Initial Complaint

  Date:06/02/2025

  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.

  Asked to close and get my things, each time it seemed to be an issue with the rate being raised and fees applied so I can't get my things, it makes me think that my things have been scoped out, I have a lot of collectibles, brand new housewares appliances, dishes etc... worth a lot of money, management poor communication and poor language towards customers, they shouldn't be in business or need better training on management and employees and how customers are treated with these ridiculous rates and fees to prevent people with nice things from having access to their things without being charged ridiculous rates with bogus charges.

  Business Response

  Date: 06/13/2025

  I have attached my response for the complaint filed by ********* *****, 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 #********