Business Profile

Storage Units

Self Storage Plus

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Complaints

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

Customer Complaints Summary

27 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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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:10/14/2024
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.
We have been customers of ******************** for six years. We moved to ********** and stored some of our belongings. We been reliable annd timely paying customers, have auto paid monthly for those six years. Recently, the cost went up (again since our initial lower fees and each year they go up). After the fact, we were notified that the cost of the unit had gone up, so our payment was no longer sufficient and they could not cash our checks for August 24 and Sept. As a result they added late fees amounting to $50 and a $115 foreclosure processing fee. They denied us access to our storage items unless we paid all of the late fees. This is unethical business practice and borderline illegal. We have sent them proof from our bank that the prior 12 months had been paid and proof from our bank that the last 2 months were mailed but they had now been cashed. They do not respond to our emails, instead they call and threaten to auction off our belongings. Our unit is currently locked until all the bogus fees are paid. We did not feel the fees were justified.
Business Response
Date: 03/05/2025
Please see the attached response from the business
Customer Answer
Date: 03/15/2025
I do not see any communication regarding this complaint from the BBB but just received notice that since I did not respond, the case was closed and listed as answered. When did this communication go out and what was the request of me?
thanks
******
Initial Complaint
Date:10/12/2024
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.
Self storage send a letter that stated my next month rent was going up. The letter was sent 2 weeks before my invoice was going to be generated. I wasnt given adequate time to find another storage unit. The notice stated they wanted to stay competitive with the rates that are being offered. I checked the rates for their area and the prices are lower. I would like to keep my previous rate. Since we are military Im supposed to have a military discount.
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:08/03/2024
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.
I was put on military orders to move to ***** in 2021. We sold our home and moved our stuff into several rental units until the military movers could pick it up. After the movers came, we decided to keep one-unit because the rental rates were reasonable. Over the next two years the rent was raised until it was double what we had initially rented it for. It went from approximately 70 dollars a month initially to $168.00 a month by March of 2023. I called and tried to work with the company to lower this or keep at a reasonable rate, but they were unwilling to work with me. When I had an opportunity to come back to the area for work, I took a day and went and cancelled that contract and initiated a different one in March of 2024. It was less than half of the price of the other one. Because of the limited time I did not move everything to a different company. For the last 5 months we have been paying approximately $70 dollars a month for our rental unit. We just received notification that the rental price is increasing again on 28 August to $124.00. They know we are military because it states it on the lease. This practice of raising the rent so much after a short period seems predatory in nature as they know that it is impractical or impossible for us to immediately return and remove our belongings with incurring a significant financial burden. Instead of supporting the military like their website suggests they are profiting off the military and causing hardships with their predatory rental price increases.
Business Response
Date: 03/07/2025
March 5, 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: Mr. ****** was upset that as a military customer he received rental increases during the time that he rented at Self Storage Plus.
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: Mr. ****** rented a storage unit on February 29, 2024, with a first month free promotion in addition to a promotional rate. The customer received a notice on July 29, 2024, 30 days in advance of the rate changing on August 28, 2024.
3. Resolution Steps: Communication with Mr. ****** that rate increases are not uncommon and are typically generated by our system. At the time Mr. ****** was benefiting from a favorable move-in promotion, with your monthly rate at $124, which is below the standard rate of $150.
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
Initial Complaint
Date:07/09/2024
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 a customer at the owings mills md self **********************. I am currently in a dv safe house and have attempted to contact the regional manager for two weeks because they are auctioning my things off and I have been trying to pay it online but they are refusing to emme pay it online saying that i have to physically come to the office. I have explained to them that i cant come tot the property becasue my abuser knows where the storage is at and i am afraid to come down to ******** alone as the safe house im at is in 2 states away. I have contacted the storage place my case worker has attempted to contact them with no avail. I recieved an email from the regional manager on the 7th of july and i replied 2 hours later and it is the 9th and i still have noresponse from ******** concerning them taking this payment. If my things are auctioned off after several attempts to jpay them I am goint to take them to civil court as i have done my due diligence in this situatuion and for a regional manager not to respind in a timey maanner and her vm be full where you cant leave a message is a problem. This storage facility is not only unprofessional, they do not accomadate thier clients... instead they seek to auction off people personal things instead of taking a payment.
Business Response
Date: 03/05/2025
Please see the attached response from the business
Initial Complaint
Date:07/03/2024
Type:Product 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.
My account was closed out on June 15, 2024; my storage space was emptied out and left in its original state when rented with my storage unit lock removed. June 15, 2024 was my original payment date, so I made a payment on that date, before entering my unit. With the help of family members removing items from my storage unit ( H221), I decided to completely clear and clean out my rented storage unit (June 15, 2024.)I phoned the Self Storage Plus Office upon their office hours opening on June 15, 2024, and explained that I was closing out my account, and had removed all items from my rented storage space, and had removed my storage lock from the unit.***, the asst. ******* assured me that my storage unit would be checked and verified and closed out on 6/15/2024, and my payment for the next month would be refunded back to my debit card. After more than five or more phone attempts to the Self storage office *************) speaking to management, I was assured that my June payment would be refunded back to my debit card within seven business days from June 15, 2024.. As of June 24, 2024, I have yet to receive my refund. As a resolution, I would like to receive my refund asap, as in good faith as a valued customer.
Business Response
Date: 07/30/2024
Please see attached documentation for Complaint ID #********.

Customer Answer
Date: 07/30/2024
[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: 21895464

I am rejecting this response because: Storage Plus attempted to debit an additional $78.00 from my bank account on July 29, *****************!

Regards,

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

Customer Answer
Date: 07/30/2024
Storage Plus attempted a debit to my bank account on July 29, 2024, however, it was not authorized. I am trying to receive a refund of $78.00 for storage space I did not use. My account should be CLOSED as of June 15, 2024.
Customer Answer
Date: 07/30/2024
Storage Plus attempted a debit to my bank account on July 29, 2024, however, it was not authorized. I am trying to receive a refund of $78.00 for storage space I did not use. My account should be CLOSED as of June 15, 2024.
Customer Answer
Date: 07/30/2024
Storage Plus attempted a debit to my bank account on July 29, 2024, however, it was not authorized. I am trying to receive a refund of $78.00 for storage space I did not use. My account should be CLOSED as of June 15, 2024.
Customer Answer
Date: 07/30/2024
Storage Plus attempted a debit to my bank account on July 29, 2024, however, it was not authorized. I am trying to receive a refund of $78.00 for storage space I did not use. My account should be CLOSED as of June 15, 2024.
Customer Answer
Date: 07/31/2024
On July 30, 2024, I received a phone notation from my bank. There was a credit applied to my account in the amount of $78.00 from Storage Plus.
This amount was all I was requesting to settle this matter.
Although Storage Plus tried to debit my account on July 27, 2024 for this amount; the company has reversed that amount as a credit to my bank account. I pray that no other transactions are attempted to my bank account, because my account should have been closed out on June 17, 2024.

This is not good business, & this matter could have been resolved in ten business days as promised; not almost two months later. However, I received the $78.00 requested.
Thank you BBB for your assistance..
Initial Complaint
Date:07/03/2024
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.
Self storage has charged me a additional fee of $115 just for a unit of 32 days. *** made several attempts to pay. Which now brings my total for 32 days $273 on a ***** unit. The online & telephone payment method does not allow me to pay for the one unit Im attempting to empty. The DM Ms. ********* refused to wave an fees which keep accumulating making it hard to remove my items. I explained Im off for the Summer unemployed & cant afford the bill. Alone with health issues & being told I hear your story but cant wave any fees. I asked was proof needed still no response.
Customer Answer
Date: 08/05/2024
A representative from corporate headquarters contacted me stated hes reviewing the charges. Stated hes going to make & adjustment so far only a $32 adjusted amount on present storage unit. But unit in question that I made ridiculous fees for no response as of 8/5/2024.
Business Response
Date: 03/05/2025
Please see the attached response from the business
Initial Complaint
Date:06/04/2024
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.
Received Card in Mail (see two attachments). I called the organiozation on 2-27-2024 to let them know I received the card, but what about the 30 day notice for the increase in storage payment. The vender informed me that they mailed out the cards either on February 2 or 3, 2024. I received the card in the mail after the February 4, 2024 date. My wife checks the mail box every day. Ghe Maikl boxes are in the middle of the apartment complex. The vender told me to check with the *********** to find out why I received my mail late. I thought they mailed out the cards late and are covering their erriors. When there is a price increase a 30 day notice is needed, There is no postage ***** (Day sent) on the card, so no one can determine when they mailed the card. I asked why they didn't sent the informationm on the **mail. No answer. The lady was working hard to get to other customers on the phone in her office so she cut my phone call short. In the past I usually get a certifice letter from, my rental office stating changes in rent for the appartment. I usually get the rent increase notice about two to three months out so I can plan the payment. I do not know why the vender didn't sent the cards eariler, thjeuy did not use certified mail, use 1st class postage, and/or followed up with phone call and **mail. Good frendly service goles a long way for a good relationship between the vender and the customer. I did tell them I received the card. They are having business problems organizing their staff and deadlnes (business practices). What I would like is more time established maybe 60 to 90 days when they can get their business operations in order.
Business Response
Date: 06/26/2024
---------- Forwarded message ---------
From: ***************************** <*************************************>
Date: Wednesday, June 26, 2024 at 7:38:48 AM UTC-4
Subject: Complaint ID ********
To: *********************************** <***********************************>
Cc: Sierra Celesky <***********************************>

To Whom It May ***************************** am writing in regards to Complaint ID ******** for *********************.

The concern is that we did not notify him with 30 days notice per our lease agreement. Our records indicate that the Rental Increase Postcard was mailed on 2/2/24, with an increase date of 3/4/24.

I have also included a screenshot of the lease agreement that was signed which indicates that we will give a 30 day notice with any changes to the rental agreement.

I am happy to provide any additional information you may need regarding this complaint.

Thank you,
Initial Complaint
Date:04/03/2024
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 called this business to reserve a storage unit with plans to arrive to store my belongings on the Saturday March 16th or Sunday March 17th. At the time of reserving the unit I was informed that someone was available 7 days a week and that Id have gate access 7 days a week from 6AM until 10PM. When I was calling on Sunday the 17th to get my gate code I was informed I wouldnt be able to receive it that day as the office was closed and they wouldnt provide it over the phone. I had a Uhaul full of belongings traveling from ************** that had to be unloaded that day in order to return the rental in the morning. I informed the customer service rep I wanted to cancel my unit and receive a refund as I had not arrived and was not going to be using the unit and never checked into the unit. They told me the local management team would handle the process. Here we are a week later and the Manager *****, is refusing to refund my money stating that it wasnt an error on their part and that I should have received an email with the office hours although this doesnt align with the call I received from her assistant manager the day prior saying they were verifying the unit was never checked into and then the manager would process the refund. This is an issue because that email ***** the manager is referencing is not sent until after they provide false information and collect your money. This is borderline contract fraud as I was deceived and given false information to enter in to their contract but not given the correct information until after the money was collected and the deal was executed. I never given the opportunity to review said documentation. I am also being refused my money back for a unit that I never used and tried to cancel with them. This is unacceptable for a business to act in this manner and I would like my money refunded immediately.
Business Response
Date: 05/06/2024
Hello,
Complaint resolution.
In response to complaint, the customer ************************* as refunded $222.00 on March 26, 2024. **************** was notified on that date that the refund had been processed to the credit card that was used for payment. Attached is proof of reversal and document of conversation.
In update to our previous reply, we are including a copy of the reply made through the BBB website. We would also like to include that although we have attempted to contact the customer, we were not able to reach him. We are continuing to attempt contact to address any additional needs, or concerns.
Initial Complaint
Date:01/26/2024
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.
This is in regards to the Springfield location. I am an attorney and I have been a customer at this location since 2020. In November, I switched into a different unit with my first payment due on Christmas Day, 12/25. I went online on Christmas Day, the day after, and a few days later and no online account was created to make my payment, which I have always made online. I received a late fee notice on January 2 and called the office explaining that there was no account set up for me to make the payment the times I logged in and sent over photos corroborating what I saw when I logged in on Jan. 2. I asked that the late fee be removed or sent for approval to be removed so that I could make the payment and move forward. Nothing was done. I emailed and called several times since Jan. 2 asking to be put in contact with about this matter, if the location managers' couldnt be the individual approving the late fees' removal. I have not received any communication from any area manager or the office about this matter. This morning I received an email saying that now I am also being assessed a lien fee for the unit, saying I owe $239: $52 for Dec and Jan each, the $20 late fee, and the $115 lien fee. Had I been put in contact with management before the 25th, my monthly due date, this lien fee would not have been assessed and I could've made the late payment necessary. No account was created for me for this new unit until after the new month had begun and late fees were added and it seems entirely unfair that I should be penalized when part of the process of me signing the lease agreement is that the office will create/transfer/add accounts so that I can access the online payment options. That is also a part of the agreement. I am prepared to pay the $104 in the monthly rent but I refuse to pay the late fee or lien assessment and would like to avoid small claims court/arbitration over poor customer service
Business Response
Date: 02/12/2024
Hello - After review of customers account the appropriate credits/allowances have been applied. Concern has been resolved.
Business Response
Date: 02/12/2024
Upon review of customers account appropriate credits were applied.
Initial Complaint
Date:08/15/2023
Type:Product 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 moved my items out of the unit on Feb. 6. I informed the staff of my intent to check out, but was still moving boxes when they left for the day. Staff informed me I could check out the next day. When I returned the morning of Feb. 7 to check out, the office was still closed after 10:00 AM (should have opened at 9:00 AM). I could not wait longer for the office to open, since I was driving out of the region that day. So I was not in the area to come by again. I called both the local office and other Self Storage Plus telephone numbers over the next few days, but never got hold of a human during this time. I left multiple messages explaining my need to check out, leaving my name and telephone number. No one ever called back. The Self Storage Plus web site did not allow me to check out. I finally got hold of someone on Feb 16, which is now the official check out date. During the period when I was unable to get hold of anyone, I was charged an additional months rent for the now empty unit. On Feb. 11 I was charged $633. I performed due diligence in my many attempts to properly follow check out procedures. The fault lies totally with Self Storage Plus. As a result, I am requesting a refund of the $633 credit card charge from Feb 11. I wrote a letter to Self Storage Plus dated April 18, 2023. I have not heard back.
Business Response
Date: 09/18/2023
Customer *********************** is being issued a refund in the amount requested of $633, which charged to his credit card on 2/12/23. Refund will be issued by check from corporate office located at Self Storage Plus PO Box ***** ************** *****, of Self Storage Plus and mailed to address confirmed by customer ***********************, which is ****************************************************
Customer Answer
Date: 09/25/2023
[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,

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

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Self Storage Plus is NOT a BBB Accredited Business.