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: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
Initial Complaint
Date:07/08/2024
Type:Order 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 rent storage unit at the ****************************** location of Self Storage Plus in ******************. My unit is 3003 under the name *********************** who is my son however I pay for it. My name is *****************************. I just found out today July 8, 2024 that my monthly total will raise from the $559.00 total I currently pay to $639.00 effective 08/01/2024 which is ludicrous. I cannot afford another increase. $559.00 is high enough with my only source of income being social security and being on extremely limited means as it is. From July 8,2024 to 08/01/2024 is in my opinion to short of time to make arrangements because due to this increase I may have to find a cheaper place. These increases occur every 6 months. I have been a customer since April 2019 and always paid promptly but these increases are absolutely ridiculous. They need to stop. Seriously something has to give. You can also rent an apartment for what these people are charging. I am absolutely livid. This needs to stop now.
Customer Answer
Date: 07/29/2024
I have received an email from the district manager and she has agreed to cancel the rate increase for the next few months. For now this is a satisfactory response and resolution for me.
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:06/26/2024
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 was not notified of an Increase of $100.00 per unit of my Storage Fees. ******, the General Manager admitted the mail was returned, but previously I received notifications of increases to my email as I am homeless which she knew. (2). ****** recommended I move my personal property to a smaller unit after she escorted me to my unit due to my disability and noted I had extra space she told me I should have a smaller unit. (3). But, I am moving more things and it's none of her business how much space I have if I am paying the amount agreed. (4). ******, admitted "Increasing my storage fees because her business is in ************* and "RICH" people live there and I couldn't afford it, I should get another unit. This is Discriminating against poor people, and her only reason for increasing my unit is because she "Targeted me" due to disabilities, she believed I was "RICH" because I have two storage units and lived in ******, but I am on Disability low income with a Section 8 Voucher her Increase is more than the monthly rent I paid the ***** Apartments under HUD Contracts.. (5). I am Homeless and I was Evicted after filing a Stalking complaint against my Landlord. VAWA Victims can't be Evicted, 24 CFR ******, and I have a Lawsuit with the ********** of ******** Violent acts against Women (6). The increase in both units will cost $790.00 a month which I can't afford, and ****** is nothing but a Scam artist and Thief, increasing my storage unit every 6 months for her personal greed and profit. (7.) I told her I can't move my things without paying movers and I can't afford it and I am crippled from the waist. (8.) I should continue to pay $170.00 and $153.00 because Self Storage is Advertising the same units for Cheaper rates on their Website, (8.) I wish I never asked for her help because once she saw my unit she became jealous of the additional space and my belongings and I believe she tampered with my lock and tried to steal from me.
Business Response
Date: 07/12/2024
---------- Forwarded message ---------
From: ***************************** <*************************************>
Date: Wednesday, July 10, 2024 at 3:42:17 PM UTC-4
Subject: Complaint Case 21822259
To: Dispute Resolution Team <***********************************>
7/10/24
Re: Complaint Case #21822259
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: ********************** feels she was targeted for a rate increase by our onsite staff.
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. I also attempted to contact ********************* personally but the number on file is disconnected.
Findings: Site staff does not have the ability to change rental rates in our system. Rate increases are handled by our ****************** team and are based on supply and demand and market rates. ********************* had two units at our location and both units, after receiving the increase, were still below the standard rate. One unit by $10.00 and the 2^nd unit by $31.00
Resolution Steps: Prior to receiving this concern, the District Manager over the location agreed to a reduced payment so the customer could vacate her items for a cheaper rate.
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,
Customer Answer
Date: 07/18/2024
The statement from Self Storage is False. ****************, reduced the amount and demanded I move both of my Units off of their Property by June 30, 2024. THIS WAS RETAILATION, AND SHE SCOLDED ME THAT" I DON'T LIKE WHAT YOU SAID" which was Retaliation.
I HAD TO PAY FOR A *****, MOVERS FOR 2 DAYS WHICH CAUSED ME A TOTAL OF $690.00 PLUS PAY FOR ANOTHER STORAGE UNIT WHICH CAUSED $80.00. ALL OF THIS EXTRA FINANCIAL HARDSHIP WAS BECAUSE I FILED A BETTER BUSINESS COMPLAINT.
I am Disabled and the Rush to move 2 Units in 10 Days caused injuries to my Disabilities. I HAD TO ORGANIZE, MOVE, PUSH DOLLIES AND LIFT MY PROPERTY. I HAD TO DRIVE THE ***** AT NIGHT FOR WHICH I HAVE NIGHT BLINDESS AND ANXIETY.
PROPERTY STOLEN BY MOVERS: Plus, my property was Stolen when **************** gave my movers the Security Code to enter the 4th Floor and have access to both units behind my back when I was in another unit and was Unaware. I have the email that she replied to where she falsely accuses me of leaving the property, when my car was parked in the front, and I was in my other unit. Therefore, I never left the property, which proves she is a liar. **************** also told the Movers that I had to move by 3 P.M. on June 29th which caused them to be careless and break items *******, when I had to confront her she lied and said she told my movers she was closing for lunch.
My deadline was June 30th by 1pm was because I filed a complaint with the Better Business Bureau, etc.
Her remarks to my movers were not necessary because clients don't need to enter the office when moving. Furthermore, the mover repeated everything **************** had demanded that I have until June 30th to move. This was not the business of my movers.
I have the right to monitor my property be moved from the Storage to the Truck, and with her giving them access behind my back caused the theft of several boxes, lamps and other expensive bags, that I can't find. I told her and she told me to file a complaint with the ****************** but she is responsible.
Sorry for the Delay, I didn't even know I had any emails, I am under so much stress and can't walk due to muscle strain. I am just recovering from the move on June 30th. I am in the library and will send the Threats, and Documents from ****************.
Customer Answer
Date: 07/18/2024
[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: 21822259

I am rejecting this response because: ****************, the General Manager "FORCED ME TO MOVE IN 10 DAYS BY JUNE 30TH AT 1PM. I HAD TO BE OFF THE PROPERTY. THIS IS RETAILATION AND CAUSED TREMENDOUS UNEXPECTED FINANCIAL HARDSHIP. I HAD TO PAY $690.00 IN MOVING *****S, MOVERS AND A NEW STORAGE SPACE. I AM DISABLED AND HAD TO MOVE BOXES, PUSH DOLLIES AND WALK EXCESSIVELY WITH A CRIPPLED SPINE.
**************** INFORMED MY MOVERS THAT I WAS BEING DEMANDED OFF HER PROPERTY LIKE AN EVICTION. THE MOVERS STARTED ******* AND BROKE SEVERAL OF MY ITEMS UNTIL I TOLD THEM I HAD ANOTHER DAY WICH WAS UNTIL JUNE 30TH.

**************** ALLOWED THE MOVERS ON THE ***** WITH MY PERSONAL SECURITY CODE, BUT SHE SAID SHE USED HERS. THEREFORE, I DIDNT KNOW WHAT THEY WERE PUTTING ON THE ***** OR HOW THEY WERE SECURING MY FURNITURE. I WAS IN THE OTHER **** WHILE THEY WERE LOADING THE *****, SHE ALLOWED THEM UPSTAIRS WITHOUT MY KNOWLEDGE. SHE ALSO SAID SHE CAN TALK TO ANYONE IN THE BUILDING WHICH SHE HAS NO BUSINESS SPEAKING WITH MY MOVERS ABOUT MY PROPERTY. **************** FALSELY ACCUSED ME OF LEAVING THE PROPERTY, WHERE MY CAR WAS NEVER MOVED AND I WAS IN MY OTHER **** GETTING IT PREPARED FOR THE MOVE, SHE HAS NO BUSINESS LOOKING FOR ME ANYWAY. ALL IF HAVE TO DO IS CLEAN OUT MY ****, AND INFORM HER 'AFTER IT'S DONE." I HAD 2 DAYS TO MOVE AND SHE WAS ******* ME AND WALKING BEHIND ME WITH A BROOM, SHE WAS HARRASSING ME!!
ON JUNE 30TH I CAME BACK AND THE OTHER MANAGER WAS FAR MORE PROFESSIONAL, HE NEVER INTERFERRED IN MY MOVE AND STAYED IN THE OFFICE. WHEN I WAS FINISH HE INSPECTED THE **** AND THAT WAS IT.
MY FURNITURE WAS DAMAGED, MY EXPENSIVE BAGS WERE STOLEN, MY LINEN AND OTHER PROPERTY WAS STOLEN. I HAD TO DRIVE AT NIGHT WITH NIGHTBLINDESS WITH AN INJURED SPINE BECAUSE OF HER DEADLINES WHICH IS UNFAIR.

I EXPECT MY $690.00 REIMBURSED FOR HAVING TO MOVE AND PAY FOR THE STORAGE WAS NOT EXPECTED ON MY SOCIAL SECURITY INCOME. **************** DID THIS TO FINANCIALLY EMBARRASS ME. I STILL OWE THE MOVERS, AND THE ***** HAS OVERCHARGED ME FOR 2 DAYS. THIS WAS RETAILATION AND PURE HATE.

Regards,

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

Customer Answer
Date: 07/18/2024
[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: 21822259

I am rejecting this response because: ****************, the General Manager "FORCED ME TO MOVE IN 10 DAYS BY JUNE 30TH AT 1PM. I HAD TO BE OFF THE PROPERTY. THIS IS RETAILATION AND CAUSED TREMENDOUS UNEXPECTED FINANCIAL HARDSHIP. I HAD TO PAY $690.00 IN MOVING *****S, MOVERS AND A NEW STORAGE SPACE. I AM DISABLED AND HAD TO MOVE BOXES, PUSH DOLLIES AND WALK EXCESSIVELY WITH A CRIPPLED SPINE.
**************** INFORMED MY MOVERS THAT I WAS BEING DEMANDED OFF HER PROPERTY LIKE AN EVICTION. THE MOVERS STARTED ******* AND BROKE SEVERAL OF MY ITEMS UNTIL I TOLD THEM I HAD ANOTHER DAY WICH WAS UNTIL JUNE 30TH.

**************** ALLOWED THE MOVERS ON THE ***** WITH MY PERSONAL SECURITY CODE, BUT SHE SAID SHE USED HERS. THEREFORE, I DIDNT KNOW WHAT THEY WERE PUTTING ON THE ***** OR HOW THEY WERE SECURING MY FURNITURE. I WAS IN THE OTHER **** WHILE THEY WERE LOADING THE *****, SHE ALLOWED THEM UPSTAIRS WITHOUT MY KNOWLEDGE. SHE ALSO SAID SHE CAN TALK TO ANYONE IN THE BUILDING WHICH SHE HAS NO BUSINESS SPEAKING WITH MY MOVERS ABOUT MY PROPERTY. **************** FALSELY ACCUSED ME OF LEAVING THE PROPERTY, WHERE MY CAR WAS NEVER MOVED AND I WAS IN MY OTHER **** GETTING IT PREPARED FOR THE MOVE, SHE HAS NO BUSINESS LOOKING FOR ME ANYWAY. ALL IF HAVE TO DO IS CLEAN OUT MY ****, AND INFORM HER 'AFTER IT'S DONE." I HAD 2 DAYS TO MOVE AND SHE WAS ******* ME AND WALKING BEHIND ME WITH A BROOM, SHE WAS HARRASSING ME!!
ON JUNE 30TH I CAME BACK AND THE OTHER MANAGER WAS FAR MORE PROFESSIONAL, HE NEVER INTERFERRED IN MY MOVE AND STAYED IN THE OFFICE. WHEN I WAS FINISH HE INSPECTED THE **** AND THAT WAS IT.
MY FURNITURE WAS DAMAGED, MY EXPENSIVE BAGS WERE STOLEN, MY LINEN AND OTHER PROPERTY WAS STOLEN. I HAD TO DRIVE AT NIGHT WITH NIGHTBLINDESS WITH AN INJURED SPINE BECAUSE OF HER DEADLINES WHICH IS UNFAIR.

I EXPECT MY $690.00 REIMBURSED FOR HAVING TO MOVE AND PAY FOR THE STORAGE WAS NOT EXPECTED ON MY SOCIAL SECURITY INCOME. **************** DID THIS TO FINANCIALLY EMBARRASS ME. I STILL OWE THE MOVERS, AND THE ***** HAS OVERCHARGED ME FOR 2 DAYS. THIS WAS RETAILATION AND PURE HATE.

Regards,

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

Customer Answer
Date: 07/18/2024
i HAVE ATTACHED THE "PAY AND QUIT" RETAILATION WITH DEMANDS TO LEAVE PROPERTY BY JUNE 30TH @1 PM CAUSED FINANCIAL HARDSHIPS & INJURIES OF STRAIN BY MOVING UNDER PRESSURE.
EMAILS FROM ****************, MANAGER ****** SELF STORAGE

Forwarded message ---------
From: Tulip <**********************************>
Date: Tue, Jul 9, 2024, 3:54 PM
Subject: Fwd: I never left the property. My car is video at that location. I was in my other unit.Shared Security Code with Movers caused Theft estimates at $1,612.00.
To: <************************>, <*************************>, Tulip <**********************************>, Sweetheart Luv <************************>

---------- Forwarded message ---------
From: Tulip <**********************************>
Date: Tue, Jul 9, 2024, 3:40 PM
Subject: Re: I never left the property. My car is video at that location. I was in my other unit.Shared Security Code with Movers caused Theft estimates at $1,612.00.
To: Self Storage Plus - Tysons <***************************************>

Hello ***************,

Regardless you had no authority to give Movers my Access code.

They have to wait until I return. I am paying them not you.

Furthermore, I don't need any interaction with you while I am moving out.

I came in June 30th and the manager never came out of the office.

You intentionally caused the Theft, I asked them "How did you get my code" they said it was you!!

This is "Get back" you do have access to the codes.

Clients have the right to monitor their move to ensure nothing is damaged and everything is removed and loaded correctly as specified.

Your interference caused my inability to monitor my PROPERTY.

YOU ARE RESPONSIBLE.

PLEASE SEND THE RENTAL INSURANCE CLAIM FORM IMMEDIATELY.

I AM STILL DISAPPOINTED IN YOUR UNPROFESSIONALISM!!

YOUR CEO WILL BE ADVISED FOR YOUR TERMINATION UNDER INTERFERENCE.

RESPECTFULLY
*************************************;

On Tue, Jul 9, 2024, 3:28 PM Self Storage Plus - Tysons <***************************************> wrote:

Good Afternoon,

I never shared your gate code with your movers since it is against policy. I opened the door for them using my own code to use the bathroom several times since you did not give them an access code or request one for them.

I informed your movers that I was leaving for lunch for ************************************** case you returned since you left the property while your movers were moving your belongings. I suggest you contact your insurance company that covers your personal property.

I have every right to communicate with movers that come to this facility.

Have a nice day.

********
General Manager

Tysons
Phone: ************
Email: ***************************************

*********************************************************************************
www.selfstorageplus.com
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From: Tulip <**********************************>
Sent: Tuesday, July 9, 2024 3:13 PM
To: Self Storage Plus - Tysons <***************************************>
Subject: Shared Security Code with Movers caused Theft estimates at $1,612.00.

You don't often get email from **********************************. Learn why this is important
Hello ****************

On June 28, 2024, You gave my movers my security code to access the 4th Floor and my Unit 4100 without my consent.

Therefore, I couldn't monitor what was put in my You Haul truck!!

You also confirmed you informed my movers I had to leave by 3 pm, and you were going to lunch when that was none of their business.

I will have the movers testify and I have my ex husband as a witness to the conversation from the mover you had with him!!

How does your lunch hour cause a client is***s with moving?

Therefore you were engaging in unauthorized communication with my Movers that I hired without my attendance or consent.

My cell phones, Leather bags, Waterford ******* candlesticks, Suede sofa, Dining room table, Glass Chess game and 3 boxes of Designer Linen has been stolen.

I blame you and if you don't is*** reimbursement by July 15, 2024, I will *** you under Theft as Individual Capacity and Self storage for damages of Conspiracy to Steal Personal property under Retaliation for $400,000.00.

Respectfully
*****************************************

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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:05/09/2024
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.
Upon my brothers passing on April 16th, on April 18th I drove to his storage facility and requested access to his storage units to obtain family photos and heirlooms. After going to the facility and being told I could not pay his balance and obtain access to his units, I was told to send them an them an email to the general facility inbox at this facility in ********, **. They after several requests forwarded the email to , ****, the district manger. A few days later on April 25th she called me and said that his units would not go up for auction despite his being in arrears and that she would talk to her VP and call me back the next week. She never did and I called her May 6th and May 9th and left detailed voicemails. No return call, no way to contact her manager. When I drove out the facility 2 days after my brothers passing on April 18th, I was told by clerk at facility I could not pay his balance owed as the units were going up for auction. When **** called she said I could pay and gain access to his units. I told her desk clerk said no I couldnt. I told her I want to know all and any options I have to obtain my family possessions/photos as I had stated in my original email. Thats when she said she would talk to her VP and call me next week but did not. My brother had planned to get these items for me but became too sick battling his chemo/cancer. I didnt even know where the units were until he passed.
Business Response
Date: 06/14/2024
Please see the attached response from the business
Initial Complaint
Date:04/24/2024
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 began renting a storage unit (#****) from Self Storage Plus on 5/13/2021 at a rate of $131/month. Self Storage Plus has increased my monthly rate every 6 months. My rate on 8/11/23 was $161/mo and I was notified on 4/11/24 that effective 5/11/24 (9 months later) was increasing to $232/mo, a 44.1% increase. Since inception, my rate has gone from $131 to $232 an increase of $101, or 77.1% in 3 years. I responded to Self Storage Plus 4/11/24 email inquiring of the 44% increase & reminding them that I have been a good customer, never late on payments, & have referred many neighbors in my Reston high rise. I asked them to please advise on reducing the rate & increase to something more reasonable. I have not received a response to my email.I will add that as I was leaving the storage facility on 10/27/22, the large metal gate malfunctioned & did not stay open long enough for me to get under & through it. As I saw through my moon roof that the gate was coming down on me, I floored the gas. While avoiding the gate, I instead hit the metal curb on the other side of the gate. My wheel was destroyed & my tire went flat & I had to be towed. I reached out to Self Storage with pictures & asked how they cover incidents with the gate malfunctioning. They did not respond. I went to their ************* pulled up the camera footage that supported my report of the incident. They agreed of the accident & that the repairs would have been much WORSE had I not avoided the gate. Although I inquired often as to how they would handle the cost of the repairs, they never responded. I had to pay for both new ************* & cost of a rental car to get to work.I have avoided leaving the facility, as I work full time & a move would require time off, hired help, and use & cost of a rental truck. My unit is very organized & would take more than 3 full work days to relocate. I want a rate reduction, assurance of reasonable future rate increases, & tire damage reimbursement response.
Business Response
Date: 01/29/2025
See attached
Customer Answer
Date: 01/31/2025
[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: 21585823

I am rejecting this response because:

I am very appreciative of ***** efforts and professionalism to address my rate increases and resolve accordingly.

What has not been addressed is the malfunction of the gate at the facility and the subsequent damage to my car, as I made efforts to avoid the gate crashing onto my car and causing extreme damage to my car and to my person.

I would appreciate a response, as I had originally addressed these concerns and provided pictures and evidence of the gate malfunction.

Regards,

***** ******

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Self Storage Plus is NOT a BBB Accredited Business.