ComplaintsforStorage Rentals of America

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for 3 months of storage unit use on February 13, 2024. I called the very next morning to cancel the service and get a refund. They stayed it was no problem and I would get my refund in 4-6 weeks. It's been well over that time period and I have contacted the office several times. They give me a run around or ignore my calls/don't call back.. I just want my money back for something I never used!

  Business response

  04/15/2024

  Thank you for allowing us to respond to this review. It was a great help in ** seeing that we did not handle the situation properly. We apologize on behalf of the company and the former District Manager. In speaking with **************** Manager, they have resubmitting the refund request and we have asked that person to call you personally to apologize as well.

  Thanks and have a great week.

  The SROA Team

  Customer response

  04/17/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have at storage unit at ******************************************* cant access my unit because someone attempted to break into the unit and its stuck.*** reached out to the storage manager on numerous attempts and the problem has not been resolved or she doesnt communicate to even fix the problem she just says she has reached out and isnt getting a response

  Business response

  04/12/2024

  Good day! Thank you so much for providing us an opportunity to review this complaint and work with ******************** on a resolution. Based on the conversation with our District Manager at that property, we do consider the matter closed and hope that ******************** would too.

  The issue was due to a broken latch. SROA had the vendor on site yesterday and replaced the latch and provided ******************** with new locks for this unit. Additionally, our District Manager met with her and issued a credit for the issues with her unit. We believe that she feels that this was rectified quickly and to her satisfaction.

  Thanks again and have a wonderful weekend.

  The SROA Team

  Customer response

  04/12/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am upset as I reserved a rental self storage unit but it never let me complete the reservation and for the reservations it is supposed to be free well the old owners sold out and transferred the new owners storage rentals of america $117 febuary 1st 2024 but the property manager is claiming I wasn't actually charged that well I also paid a $29 admin fee pro rated rent for a month moving in with less then half month left and $14 for the property protection and then been charged again $117 for March 6th 2024 and then again April 1st 2024 for $131 a month of rent then the $14 property protection plan my problem is they advertise 2 free months and free lock no lock was ever provided as well as the 2 free months and they refuse to refund me the money owed instead putting it on the account as credits but they know now I have 3 storage units I'm being evicted from by tomorrow 4/9/24 @ 9am i have to be out and because wrongfully being charged I don't have the funds to get the movers to do it so I have to do it myself and pay a babysitter ontop of not having the funds to pay for a uhaul rental truck and have to use my new car as well as now I can't get a 3rd unit anywhere so I don't know where to take my stuff so I'm sure I'm about To lose alot of it and I don't even understand how or why I would be getting charged all those times when I barley moved in them mid March a little over 2 weeks ago account credits doesn't fix this storage lock that was supposed to be provided for free also was not and they refuse to compensate it like a worker at rhe customer service line says they have to

  Business response

  04/09/2024

  Thank you for allowing us to respond to this complaint. Ms.Little rented the unit with the former owners *** on January 31, 2024 through their website. There was no move in specials, rather it was the normal rental.  Then, when she received welcome emails and collection emails from us after the acquisition, she was made aware that we (SROA, not ***) offered two months free and a free lock at time of rental.Since she hadnt moved in yet, she felt she should get that. She had since paid for March & Aprils rent before this was on our radar. 
  
  Due to personal situations unrelated to our company, Ms. ***************** us to turn the credit our District Manager agreed to give her for two months rent (as a customer courtesy) into a cash refund that she can pick up from our office right away.  After our District Manager explained to her that we would not be offering a refund of any type (certainly not cash on the spot today) she became very upset and stated that she was going to *** us because we were not authorized to charge her card in the first place.  I explained, again, that her original rental was with *** and the payment she made with them was made to them and simply carried over to us. The first payment to us was over the phone with our *********** on 3/6/24 and was properly authorized.
  
  Unfortunately, we are not able to come to a 100%satisfactory agreement with the customer, however do believe that by crediting her unit the two months she felt was unfairly charged by ***, we have gone above and beyond.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lease a Storage Unit From Storage Rentals Of America in ******************:************************************************ ************** A NightMare from the Beginning.They wouldn't take my payments I couldn't log in to my account Then The Manager Harassed me while I'm sick and disabled mercilessly on a daily bases with non stop phone calls and emails. I missed important Doctors appointments and other important events trying to keep up with their non stop harassment . One they after a month of being harassed non stop I was able to reach someone in a regional office who got me on the phone with the site manager.I made a payment online:Next thing I know they took it upon themselves to store my banking information without my consent and then committed fraud by later placing charges to my debit card SURE AS H*** WITHOUT CONSENT as I never allow anyone to do this!!Sheriff **** is Coming out to take a formal statement!100% Crime 100% Fraud

  Business response

  04/01/2024

  We've been unable to contact him lately as he only responds between midnight and 5 am.We've been trying to communicate with him via email but after he sent some disrespectful emails to our manager, we've stopped emailing him.
  
  This problem started a few months ago when he was late with his payment and reacted poorly by calling names and making false claims. He even wrote a negative review, but removed it the same day after we waived his fees. We believe this is the same day he filed a complaint with the BBB. **** keeps claiming that someone is adding his card to auto-payment. His latest claim was on Saturday when he said he spoke with someone at 4 am who took his payment and illegally added him to auto-payment. However, our call center isn't open at 4 am.
  
  During our conversations with ****, he mentioned that he is a disabled war veteran and can be forgetful at times. We are at a loss on how to assist him, as we are limited in finding an appropriate time to contact him and also to follow up correctly on his claims when he can also be disrespectful with our team.

  Customer response

  04/04/2024

   
  Complaint: 21507985
  
  I am rejecting this response because:

   

  they did not provide a response to the complaint. they merely lied and spouted diatribe to the point that it is ridiculously obvious!

   

  lol Disabled war veteran , very funny

   

  while I am disabled Ive never been to war, in the military and certainly not a veteran  

   

  Everything has now been forwarded to an attorney for multiple debt collection violations, and multiple online  accessibility *** violations  

   

  
  
  Sincerely,
  
  **************

  Business response

  04/12/2024

  Everything is okay with the tenant. He has our District Manager's direct line and email for future communication. Mr. ***** claimed that the website was not accepting some of his prepaid cards and because of that is an ADA ********** but **** was able to assuage his concerns. He mentioned that he will bring down the claim, but requested us to respond so that he can proceed with the removal process.
  
  Moving forward, he will call me before making any payment, and I will assist him on my end.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Oct. 4, 2023, I paid my storage rental of $221 for space #P609 to Storage Rentals of America at their web site portal, www.sroa.com. However, I was double-charged. I didn't realize this until I saw the double-charge at my online banking site. I immediately contacted the company on Oct. 12. After declining to allow the payment to roll over onto my Nov. rent, I requested a refund. I did not receive a refund into my bank account until Jan. 4, ************** the company claims they immediately "reversed" the double charge on Oct 13.I paid my rent for Nov. and Dec. on time. On Jan. 4, 2024, I paid my Jan. rent. On Feb. 4, 2024, I paid my Feb. rent. On Feb 26, I was notified by the property manager, ***, that my Feb. payment was returned for non-sufficient funds. This was paid with a debit card (as are all my payments) and immediately came out of my checking account! After supplying the company with bank statements and other documentations, *** said it was not Feb's rent, but ***'s, that was "returned."Apparently the company was confusing the refund of Jan. 4 and my rent payment of Jan 4. They claimed I "disputed" my Jan. rent and they returned it! Nothing was returned to my bank account.On March 4, I paid my Mar. 2024 rent. This was applied to the "late" rent of Jan. 2024! I then received a late charge for my March rent, NSF charge for the Jan. rent, auction fees, totally $387.40--and all for rent that was already paid!!March 7, 2024, I supplied the property manager, ***, with copies of my bank statements, receipts, invoices, etc. She said she would send it all to the district manager, *****, who would be in contact with me. As of today, I have not received any contact. I have called *** as well as the call center at SROA numerous times. They try to be very helpful and have written up at least 3 "escalated" tickets, but no one has called me. I only receive computer-generated collections emails. Now my storage space is scheduled for auction on April 11, 2024!

  Business response

  03/28/2024

  Good day and thank you for the opportunity to respond to ****************** complaint. We worked with the property manager and there was an issue with her payment back in October 2023. ************** paid online as she regularly does. Unfortunately, she was double charged. The account was refunded but apparently there was an accounting error which caused her account to be incorrect. She is not in auction status and her account has been adjusted, placing her back on track and in good standing. She is aware of this and we are uncertain as to what drove her to come to the BBB for a resolved issue.

  Thanks and we consider this matter closed.

  The SROA Team
  

  Customer response

  03/29/2024

  Yes, my account is now clear, but I would still like to complain about the business practices of Storage Rentals of America. I filed my original complaint with the BBB because I was getting absolutely nowhere with this company and I was at my wit's end.  I filed the complaint March 13, 2024--NOT March 28, 2024.  This was BEFORE it was resolved.  Apparently the resolution and my complaint crossed paths.  *********** handled this case HORRIBLY.  They kept ACCUSING me of not paying my rent and threatening me with an auction.  I only found out about the resolution because I checked (as I had been doing daily) my account on their website and saw that suddenly my balance was "zero." NO ONE called or emailed me.  NO ONE apologized for the stress and aggravation they put me through for WEEKS.  I realize I didn't ask you to request the company contact me, but it would just seem the courteous thing to do and good customer service. Once I saw my account was zero, I went over to my storage space and saw the company's lock was still on my door!  The property manager, ***, admitted that this was her error and she promptly removed it.  But it was just one more aggravation I've had in my dealings with this company.

  Business response

  04/02/2024

  We apologize for the human error and once *** at the property saw that the lock was still on there, she took ownership and admitted that it was an error on her part. We are sorry that she feels this way and hope that over time we can correct this and bring the relationship back to one that is positive.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 5, 2024, I went into the office at Storage Rentals of America (SROA) to prepay for another year of storage rental. The woman taking my payment stated that it was a good thing to renew for a year at $54.00 because there would likely be an increase if I waiting. I gave her my AMEX to pay for the yearly rental of $648 ($54 times 12 months). When the receipt printed, it showed the I paid $94 per month for 6 months and $84 of the $94 for one month. She didn't understand what happened and tried calling someone to help. No one was available and I was told to call customer service. When I called customer service, the person (who was very rude) said that a notification of the increase was sent out in January. I told her that I haven't received anything with an increase notification. The customer service agent stated that someone would be in touch from a management position. In fact, I did receive the notification of increase on February 14, 2024 or nine days after my payment. The remedy that I am looking for is for SROA to honor the $54/month rate that I went into the office to pay for the entire year (March '24 through Feb '25) or pay for a mover to move my items to another storage facility since I don't have a moving truck to move my items then refund the money that I paid. This is an obvious bait and switch tactic since I was told by the person at the ************* facility that I was paying for 12 months @ $54/month but the receipt was at a higher rate.

  Business response

  02/20/2024

  Thank you very much for allowing us to respond to this complaint.  It appears that our Rental Rate Increase note went out on January 23, 2024 effective March 1, 2024.  Our records indicate that the customer paid on February 5, 2024, which was after the note had already been posted to the account. ********************** shared that he did get the note on February 14, 2024.  However, in the interest of wanting to build trust with the customer, our ********************** Team will be returning the rent rate back to $54 for the remainder of the time that the rental is paid through.  We believe that this will satisfy ********************** and should help to close the complaint. Our property manager will contact ********************** with the date of when a future rental rate will occur.

  Thanks

  The SROA Team

  Customer response

  02/20/2024

  Does SROA's proposal allow the payment of $648 to be applied for the next 12 months?  I was not directly stated in their response.

  Business response

  02/23/2024

  In reducing the rent back to the previous amount, the total paid will be what was paid in full.  No additional monies will be due.

  Customer response

  02/29/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a storage unit with istorage in ************ **. Storage Rentals of America just bought out the storage unit on 120 ***********., ************ **. I received an email telling me that the property had been sold and the new company, SROA, may decide to keep my storage unit or not. I was told I had one week to make arrangements to pay my storage units. However, when I called all week, the phone was busy, no mater what time of the day I called, the phone was busy all week. I now have 2 days to sign a contract I don't understand or have anyone to speak with about my units and I am currently out of state. I cannot go into the office to make a complaint or discuss the situation with an employee.

  Business response

  02/13/2024

  ******,

  I am sorry if the acquisition expectations were not clearly shared with you.  We are not wanting to rush you with past due notices and such.  We did acquire this property on February 1st and it took about 8 days for us to get systems to talk and transfer over all of your tenant information minus credit cards (for security). We generally send you a welcome letter that announces what the next 30 days looks like.  We do try to get our "housekeeping" in order such as having a new lease drawn up and alert you that payment can now be accepted.  As we do not secure credit card information, we are unable to take your current month rent without a conversation with you and/or you signing up for auto pay.

  We are not going to auction off your items or wish to cause you any stress.  The goal is to connect with you and discuss our services. I am sorry that you have not received a callback from our site liaison and have asked them through an internal email to contact you today. While we are hectically trying to get everything in order, we do need to work on our onboarding communications.  You should expect a call today.  I again apologize for this inconvenience and will follow up accordingly to ensure that the follow up happened.

  Thanks

  The SROA Team

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a large storage unit from sroa in ******* for about 8 months while relocating from **** to ******* and trying to purchase a house here. My storage unit held the contents of my 5 bedroom home. The unit was equipped with a regular door no lift door and only option to lock was using the keyed door handle they provided. In April I received a call from an associate telling me they found my door open and thought my unit had been broken into. Odd since the door had to be propped open or it closed automatically. They wanted me to come then but I couldnt leave work so I made an appointment to meet the property manager the next day. The next morning the manager called and said the associate had counted the units wrong and it wasnt mine. My stupidity I didnt drive over and go thru the unit then. In July I moved into my new home and as my husband and I are moving the items from the storage unit we noticed some large items missing. (Kitchen items, vacuum, record player, lawn mower, futon and more). I called the company they started a complaint had me do a police report and fill out paper work. Never said anything about taking pictures though Im not sure what I would have taken pictures of. Waited for months calling and getting no response until I finally threatened a lawsuit. Then get a call saying oh sorry the person handling your case no longer works here and the ball got dropped. 6 weeks later I get a response saying they wont cover it because I dont have sufficient evidence so paid for insurance with the unit they the company and got nothing from them either. When filing the police report the lady said they have had numerous reports filed for theft at this supposed secure storage facility

  Business response

  02/07/2024

  This claim is rather unique in its circumstances. The police report is so heavily redacted, that few useful pieces of information could be obtained from it. The original denial was provided in November. Due to the tenant reaching out to us, our ***************** will be working with the local area DM and will be reviewing your claim again. A member of our ***************** will be reaching out to ******************** to discuss and review the claim again.  

  We hope that this satisfies your request and an adequate response for this BBB complaint.

  Thanks

  The SROA Team

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SROA bought my unit from EZ self storage in ********** **. After doubling the price of my unit ($225/month) for a 10x10 and constant problems with the gate being left open inviting criminals in, I decided to evacuate the unit. Thats where the problem started. **************** is a disgraceful joke from property management. Ive even spoken with REGIONAL management and they are just as conniving! Liars, rude, sassy, ghetto are just a few terms I will use. I spoke with the previous owner in which he disclosed that he had sold ***** units to SROA, with attached security deposits. He sounded pretty down that he even did business with this ***** of a company. They REFUSE to give ANY security deposits back of the ***** units they acquired. Ive been trying for TWO years to get my money back to no avail. Thats $150,000 theyve pocketed at $50 per unit security deposit. They state that they dont have anyones security deposit from the business transaction, when in FACT, Ive spoken with the previous owner (also based in **) stating that at the time of sale he definitely transferred security deposits. Ive escalated this matter numerous times with SROA threatening legal action. I was also told by the previous owner that SROA would now be ordered to pay DOUBLE as well as any attorney fees incurred with the filing of legal proceedings. These THIEVES are trying to pocket over $150,000 of customers funds without any penalty. If every customer didnt receive their security deposit back, this company is on the hook of owing $300,000 plus attorney fees to its customers who were tenants prior to SROA acquiring the units. THIS SHOULD BE A CLASS ACTION LAWSUIT! Give me my money plus interest now. Pure unadulterated thieves.

  Business response

  02/06/2024

  Thank you so much for allowing us to respond. We are slightly confused about this BBB complaint, as our records and the attachment show that the check for $45 was paid out in September 2023.  Our District Manager contacted ************** on September 6, 2023 and the $45 deposit.  The DM informed ************** that the refund would be approved but does take up to 30 days to receive via check. The check was sent to the address we had on file.  We considered this matter closed and hope that ************** finds that he was refunded the amount asked for in this complaint.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern,I have a storage unit at SROA location at *****************************************************. I don't have the exact dates,but I was notified earlier in January **** that they require insurance or I needed to provide a copy of my homeowners insurance that would cover any damages of contents in my unit. I submitted documents and spoke with property manager to confirm her receiving these documents. Paraphrase; yes I have them,but you still need to come in and sign an opt out of insurance form. Me: ma'am can you email me the form? Her: no I can't. Really in this day and age come on. So, I go by the location on 29th or 30th of January around 12pm CST and no one is there and the entry gate is wide open. I called the number on website and filed a ticket for the property manager to contact me. Representative on the phone informs me that property manager is at another location cutting locks. Normally pay bill on the first of the month. Login in to account and the charge for Insurance is added to my bill. I chat with a representative through their app and no one can remove this charge except property manager. My biggest issue is that I couldn't speak with the boss of this property manager because chat representative or call center rep didn't have his or her contact info. Tickets and trying to catch someone at the location to get this removed. I feel that this is a very unprofessional company and their just out to charge extra money for something you don't need. In this age of technology why couldn't this property manager remove the insurance charges before my bill came out?I have had this unit for over 3 years and I submitted home owners insurance periodically when asked via email and I don't recall having to sign an opt out form, but I could be wrong. Storage Rentals of America, may be the second or third name for this location. I will be reaching out to the property manager to try and get charges removed, but I would like everyone to be aware.

  Business response

  02/07/2024

  Good afternoon and thank for allowing us to respond to this BBB complaint. We have alerted our District Manager, who has since been in contact with ***************  We have canceled his TPP plan and a credit had already been previously issues for the charge he previously paid for.  After speaking with him, we issued him an additional credit and believe that he is not satisfied with the outcome.  

  We consider this matter closed and thank ************** for his business.

  Thanks

  The SROA Team

  Customer response

  02/07/2024

   
  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.
  
  Sincerely,
  
  *****************

*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. ↩