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:11/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/20/2024

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

  Business Response

  Date: 11/22/2024

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

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/05/2025

  February 28, 2025

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

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

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

  Our Response:

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

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

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

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

  Thank you for your attention to this matter.

  Sincerely,

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

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

  Customer Answer

  Date: 03/09/2025

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

• 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:10/14/2024

  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.

  Hello. I rented a Storage Unit May 1 2024 for $47 . A month. I noticed my September bill on the day it was due was for $58 . I called the office to ask why I was told a Long story as I should have not Been giving that Rate . I disagreed as my income is SSI and I didn't have the full $58 in my *********** don't get a payment till first of the Month. I was then given a Supervisor Email address to address my concerns as the office clerk couldn't change my bill. I wrote to ******* ***** .I explained I was a previous customer for many years and I had Not had this happen. Maybe once a year you have an increase but not for $11 . Plus I only been renting less than 6 Months .I also ask her to show me where in the Contract with out Advance notice they can raise my rent . And will I be getting another rate raise in a few Months . She said she'll check . We'll I had to go out my way to drive & get extra money as my card is on ******** didn't want an overdraft charge. Ms ***** never got back to me . No one has addressed my Concerns but my account was debited $58 . Without my agreement. I really need help as I can move to another company as this is not what I agreed too and I needed Advance notice . Just because you have my **** card on file doest give any business the right to charge me as they please Without an explanation . Thank you

  Business Response

  Date: 11/20/2024

  Please see response to Case Number ******** attached.
  

  
  

  Customer Answer

  Date: 11/20/2024

  [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. I have spoken to ***** & he agreed to give my my Original payment back starting November 2024 & an increase next April 2025 a yearly increase. Thank for helping me 
  
  Regards,
  
  ******* *******
  
  

• 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:09/16/2024

  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.

  Last month I started a rental at the ******************************************* location. during the process of moving, my wife and I had our own carts that were similar to the carts at the facility. She mistakenly grabbed the facility cart. I received a phone call that day from ***** to return the cart and I was told as a courtesy I would not be charged a fee. That day I ended up in the hospital because I blacked out while moving. After I got out the Hospital I went to go return the cart and move additional items into our storage. While we were at the door with the cart, 10pm hit and we were locked out and our unit was still open. We left the cart at the door in range for the camera to see it and came back at 6am when the facility opened up to secure the cart. When we received our bill we were still charged $400 even though we were told it would be waived. We were later told by ***** he never made a guarantee and threatened criminal charges. All we wanted was to pay our monthly rent no we are showing as late and over locked.

  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: Mr. ******** is upset that he was charged for taking the companys property offsite and would like to get the fee waived.

  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: Manager had reached out to Mr. ******** after reviewing cameras when cart was discovered missing from property. Mr. ******** had stated that he was returning to the property that evening to bring it back. The next day a call was made again to inform Mr. ******** that the cart had not been returned, and he would have until 4pm that day otherwise fees in the amount of $400, the cost to replace would be added to the account. Mr. ******** did bring the cart back to the property at 9:30pm and left it unsecured when the office was closed.

  3. Resolution Steps: Mr. ******** was charged the fee for removing property and paid the account.

  4. Conclusion: We appreciate the opportunity to address ****** Robinsons 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.

• Initial Complaint

  Date:08/11/2024

  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.

  Self Storage Plus - Faraday ***************************************************** ************* ********************************** This storage place started charging me 50 dollars extra with no warning. I was already paying 140 every month, and now they just started charging 190 starting July. This is just ridiculous. No courtesy email or anything. Such a blatant disregard for the customer and their finances. Im not even mentioning that half of my books were eaten by mice there.

• 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:07/30/2024

  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.

  We rented a storage space for $89.99 a month in March of 2024. We were sent a letter four months later stating our rate would increase by close to 45% only four months into our unit being rented. They cited they are allowed to do so but said they raise rates every 6 months. It has not been six months and the rate increase is exorbitant.

  Customer Answer

  Date: 08/10/2024

  We settled the dispute by agreeing on a lower monthly rate

• 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