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: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:05/28/2025

  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.

  They company gets you in the after a year works on doubling their storage rate on people already in while offering the original rates to new customers. They know that it's harder to move out once you move in and take advantage of you doubling rates. This is company wide and warrants a class action lawsuit by the ****************** for ongoing price gouging and predatory practices.

  Customer Answer

  Date: 06/09/2025

  [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: 23387016
  
  I am rejecting this response because:
  
  

  This is incorrect. They sent refund to ****** *******. That is not me

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

  
  

  Business Response

  Date: 06/09/2025

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

  
  

  Business Response

  Date: 06/23/2025

  See attached

• 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:03/21/2025

  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 have three billing issues: 1) Self Storage Plus (SSP) increased my storage fee from $56 to $83 without any notification. 2) SSP inappropriately charged me for insurance for two months 3) SSP charged me late fees for not paying a bill they admit was wrong 1 - SSP's rental agreement says they can increase rent with 30 days notice in writing. Although I receive and respond to every communication received from them, I did not receive any notification of a rent increase. Although all communications with SSP, including invoicing and other notices, such as the need for insurance documents, are conducted via email, SSP claims to have sent a rent increase notice via mail. They provided no evidence of this, and I have not received anything. 2. On January 29, SSP emailed a notice that they didn't have insurance on file. It was titled "Last Notice," although it was the first notice. It said that I needed to send them a copy of my insurance before the next billing date (2/22/2025) to avoid being charged for their insurance. I sent a copy of my insurance the following day, January 30, but I was charged for ***'s insurance in February and March. 3. I was not refunded the insurance charge for February. In March, I tried to pay my bill, but partial payments are not accepted, so I had not mechanism by which to pay my storage fee without also, again, paying the erroneous insurance fee. I spoke with a representative who said he would work to have the charge removed and call me back. I was later told they would remove the insurance charge but not the late fee. I don't believe it's appropriate to put anyone in a position of being forced to pay a bill with inappropriate charges. If there is no mechanism to make a partial payment for the correct amount owed, it is unfair to assess late fees while the businesses' internal error is worked out. I would like a refund of the unannounced rent increase, insurance charge, and late fee, as well as a plan to avoid this in the future.

  Business Response

  Date: 03/28/2025

  Attached is the response to the complaint filed by ******** *****. Please let me know if any additional information is needed.
  

  
  

• 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:11/20/2024

  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 made online reservation for a storage unit at Self-Storage Plus in Reston, ** on August *******. My decision to lease there was based on previous POSITIVE experience at their facilities in ********* and in ******. Next day an employee called asking me to come over to choose in advance of my moving date a unit. On August 14 I went to the facility, chose a unit and informed them that my moving date was pushed to August 18, 2 days later than the date on reservation. While there, the employee convinced me to complete paperwork that day. At the time of signing lease, I asked a lot of times for reassurance that lease will start on August 18 and not August 16. I made it clear to employee that these 2-day difference could impact an extra payment at the time of moving out. I started moving on August 18 and moved most of the stuff on August 19. I left town on August 20. On September 2024, I went for a couple of pieces since my new place was not ready. During that process I noticed evidence of RODENT ***** DROPPINGS AND URINE CONTAMINATION. In a visit to the storage, I suddenly became very ill. And then it happened again twice. Third time I was ill for over a week. At that point it was clear that exposure to contaminated items was the source of this illness. I rushed to move my stuff ****. On October 14, I sent notice indicating plans to vacate by-end of the current month. Hours later I received a reply saying, I have scheduled to be out by 10/31/24. One factor seems to be miscommunication, to me current month = current billing cycle. Not only did I get severely ill 3times plus incurred in $600+ moving expenses, plus $2,000+ in losses due to rodent infestation but made 14 consecutive on-time payments to this facility and yet, they didnt allow me to remove a few remaining items, had issued extra charges + put a lien for $333 with a threat to auction my stuff on 12/01! On October 18 I sent notification to HQ, but they have never responded or established contact.

  Business Response

  Date: 02/04/2025

  Please see the attached response from the business

  Customer Answer

  Date: 02/12/2025

  Unable to see the document or response from the business. Please provide file in a different format plus a new 10 day extension for my response. 
  

  best regards.

  Customer Answer

  Date: 02/25/2025

  On February 4, 2025 BBB issued a message with the the business response. The file was posted in .odt format and I was unable to open the file and see the information on it.

  On February 12, 2025 I informed BBB about the issue to open the odt file and asked not only to issue the response in pdf format but also to allow 10 days from the date the pdf file was made available to me to respond. See attachment.

  On February 19, 2025 BBB sent the business response in pdf format through email which has not been uploaded to the claim communication records. See attachment.

  On February 22, 2025 THREE DAYS after releasing the business response in a pdf format, BBB closed the case without giving me enough time to submit my response.

  Its troubling and frustrating that BBB had no issue allowing the business from November ******* until February ******* to finally issuing a response but BBB closed the case only three days after information was made available to me!

  No wonder why businesses do not care about addressing issues when they know theres no accountability and liability for them.

   

  Customer Answer

  Date: 02/25/2025

  The response issued by **** ******, the district manager at Self Storage Plus further demonstrates lack of transparency and vicious practices at this company.
  
  On the first paragraph **** ****** writes we take all customer feedback seriously. If that were true then Self Storage Plus would had addressed all the issues immediately, when:
  
  #1 In the first semester of *********************************************************************************** writing through the company website ***********************************************
  #2 And followed up with a call to the corporate number and left voicemail asking to get in contact with me to discuss the lease but NEVER HEARD BACK FROM THEM .
  
  And when the rodent issue happened I tried to get in contact with Self Storage Plus corporate office after failed attempts to resolve the matter with onsite staff:
  
  #3 In mid October 2024, I sent a new message through the corporate website.
  #4 I called the corporate office multiple times and left voicemail. The outcome was the same as the previous attempts: Self Storage Plus CHOSE IGNORED MY INQUIRIES BY CHOICE!
  
  Additionally, the description presented under bullets one through three by **** ****** is NOT only INCOMPLETE but NOT ACCURATE.
  
  Staff at Self Storage Plus NEVER tried to RESOLVE any of the issues. 
  
  It was until January 30, 2025, SIXTY NINE DAYS since BBB sent Self Storage Plus the notice of my complaint, when I received the very first and only call from **** ******. 
  
  On his voicemail, **** ****** points the matter as he is trying to MAKE ME A FAVOR by saying wanted to talk through it with you and see if there is anything I can do to HELP YOU OUT. Really? 
  
  Self Storage made INTENTIONAL decision to harass me, to discriminate against me, to bully me. They wanted to pin me down and create harm by lying about the insurance process, locking me out, accusing me of trespassing and taking control of my possessions. They made an INTENTIONAL CHOICE of putting my stuff for auction rather than addressing my concerns.
  
  The only reason why Self Storage Plus is responding to BBB is because their plan of selling my belongings BACKFIRED.
  
  In the closing paragraph, **** ****** writes We look forward to continuing to provide excellent service to all our customers. If this is what excellent service looks like for them, then they should be out of business.
  
  All what Self Storage has to do to solve this matter is reimburse me for damage plus expenses. Simple and crystal clear. 

• 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