Complaints

This profile includes complaints for Store Space Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Store Space Self Storage has 56 locations, listed below.

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  Store Space Self Storage

  330 E Crown Point Rd Winter Garden, FL 34787-2998

• 

  Store Space Self Storage

  94 Old Tower Hill Rd Wakefield, RI 02879-3724

• 

  Store Space Self Storage

  4015 Cherry Street Cincinnati, OH 45223

• 

  Store Space Self Storage

  5242 Crookshank Rd Cincinnati, OH 45238

• 

  Store Space Self Storage

  1612 W Broadway Louisville, KY 40203-3518

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:12/06/2024

  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 emaled ***** ****** the ** of **************** I am dealing with a ******************************************* I have t odate for over 3 years. The price is extortation. The property had flood issues and never contacted. The employee turnover is *********** deal with low caliber liars. I was told by ***** to move my stuff! I am in a 5x10. It is almost $140.00 a month. I have called the City to inspect the buidling.I was told to come from the State of Florida to move the stuff to a smaller unit! The items are not even worth the cost per year. Threnetened stuff will go to auction and I am not behind in payments. I have complained aboput pricining and keeps going up. This unit is in a ********** area. I have made other state complaints.

  Business Response

  Date: 12/23/2024

  While we recognize the guest concern with the monthly rental rate-the rent that the customer is currently paying is in line with the average rent for all guest for the same unit size.

  The rental rates that are on our website are promotional rates/promotions that are offered to first time renters.  The rental agreement does state that the rates will change, and we will notify the renter 30 days in advance if any changes to the rental agreement, including price so that they may make decisions concerning their rental.  

  I do see that the Store Manager did discuss the possibility of working with them to down size to a smaller unit, and recognize that the renter is not currently in the city that this may have been possible.  It also is reflective in the renter account that a credit for the difference in the increase was applied to the account, along with a waive of the late fee in December to give the rent an additional 30 days to make some decisions about their rental.

  The current rate will take effect 1/1/2025.

• Initial Complaint

  Date:10/29/2024

  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.

  The drive through doors have been broken going on 4 months now. We cannot remove any of our large items. Every week we go in and the staff tells us it will be fixed next week. The company has raised our rent twice in 6 months. Weve also asked for someone at the corporate office to file a complaint and the staff will not give us the contact information.

  Business Response

  Date: 12/07/2024

  Unfortunately Both of the Bay Doors were hit by moving trucks making both in operatable.  The store team worked closely with a vendor to get issues resolved-however there was up to a 12 week wait for replacement parts as the door panels have to be customer made.

  We removed the back bay door after lengthy delay so that guest would have access in and out of the bay, on October 14th.

  Based on communication from the store a credit was applied to the guest account to resolve the issue.

• Initial Complaint

  Date:10/15/2024

  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.

  On April 14, 2024, I entered an agreement with Store Space Self Storage. When I went to move my belongings into the storage unit on April 21, 2024, I found that the unit that I was supposed to be renting was already in use. It was after normal business hours, so I called the ************ number for assistance. I was told that my original contract would need to be voided and that a new contract would be created for a vacant storage unit. I would need to pay the first month's rent for the new unit and that my credit card would be refunded $62.57 for the charge processed on April 14th.Close to six months have now passed and I have yet to be refunded. I have called the facility located on **************************************************************** numerous times to inquire about my refund. To date, I have received nothing than false promises that my refund is being issued or excuses on why the refund hasn't been processed. Despite multiple requests to speak to a higher level of management to help resolve my problem, the company refuses to accommodate my request.I now seek the assistance of the BBB as the company is not returning my phone calls. I have attached a copy of my credit card statement showing both charges in April.

  Customer Answer

  Date: 10/18/2024

  Hello,

  The company has finally issued me the refund.  You can close this file.

  Thank you for your assistance

   

• Initial Complaint

  Date:10/01/2024

  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 a storage space at ******************************* and they have raised my bill to over $60 more than what I'm paying. On occasions when I paid my bill I would get text messages stating I didn't pay my bill and have a receipt in hand to prove. I feel like I'm being overchargd every other month or two.

  Business Response

  Date: 11/04/2024

  Our District Manager ***** ******** assisted with lowering the rate from $144 to $92 as a courtesy. Thank you for bringing this concern to our attention and feel free to reach out directly to ***** with any other concerns. 

  Customer Answer

  Date: 11/04/2024

   
  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

  Date:09/16/2024

  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.

  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: 09/21/2024

  We will need additional information.  We have one store in ** (*******), and we were not able to locate a guest by this name at that location. 

  We also searched our data base and used email, and phone number and could not locate any guest storing with us (past or present) at any locations we operate. 

  We also searched by name, and only found two guest with that name (PA), but there was nothing in either one of their accounts that would have linked them to the incident described above.

  Please provide additional information in what facility belongings are being stores.  I would note that our facility in ******* does not employ anyone with the name of *****.

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising 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 went to the storage today to get some items, arrive my access was denied to get in the gate so I made a payment, went to the office to gain accesss, go to my unit and noticed my lock missing and it was a red lock placed. I called the office they came to open it but since I didnt have a lock they couldnt. So the manager gave me a lock, opened my unit I had items stolen, 8 pairs of sneakers, a tub of winter clothes, and picture everything totaling $4,000 or more. I had called the sheriff to get a police report and filled a claim. I do believe the office manager went in my unit and took my items, she was the only one there on Friday when my bf and I went to the Unit to get some clothes and he pulled out shoes looking at them and the camera is facing where my unit is and now all of a sudden there is no footage and they didnt even go back on the log to see when the last time my access code was accessed because I hadnt been there since last Friday and on today. The manager lives on the property as its weird how there isnt any fragments from my lock on the ground nor is the lock. I called their corporate number and waiting on the district manager to contact me, my items have never been touched the whole years Ive had my things in there. She was acting very nervous the whole while I was there and then suddenly disappeared when my boyfriend arrived, he is ****** and so am I.

  Business Response

  Date: 09/06/2024

  A member of our management staff has made an attempt to contact this guest on 9/5.  A message was left, and she is waiting on a return call to further discuss the guest concerns.

• Initial Complaint

  Date:08/14/2024

  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 put in a claim for damaged items, they denied my claim saying that they couldn't file the claim because it was too far back, my items was destroyed due to rat dropping something I had no control over, the only thing they told me was to take pictures of the damaged items. It took a while because I didn't know how to go about the process. They have nobody to go over the items, Nowhere to get rid of the damaged items, so I had to save up money to hire a contractor to take photos of the damaged items and dispose of the items and still have to pay storage for items I couldn't use anymore. I took pictures of items that was in front of the unit, because I didn't know I had to hire a contractor to do it, they gave me a check worth 500 for the first set of pictures I took. I was told to take pictures of the rest of the items and file another claim and that's what I did. I paid storage fees every month if I didn't I would have forfeited everything that was in storage. I paid a contractor $2100 to take pictures and dispose of everything after I was done I filed another claim for the rest of the items and was denied. I feel as though I should be reimburse for my contractor expense and the items that was damaged.

  Business Response

  Date: 08/29/2024

  The District Manager for this location has been unsuccessful in connecting with the guest.  He has left a message, but has not heard back.  He will continue to reach out in hopes to be able resolve this issue.

• Initial Complaint

  Date:07/26/2024

  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.

  In May of 2024 I rented a unit at store space self storage in ****** tx. On June 20th I went to drop off some items and when I opened the unit the smell was disgusting. I saw water on top of some of my totes and boxes. I took a pic. I went to the front office and told the woman working (whose name is *******) that I needed to move units because mine was leaking and my things were wet. She was nice but told me it would cost me $20/30 to move units. I explained to her that its not my fault my things are wet and that Im not even up there complaining about that. I just wanted to switch units. She typed some things on the computer and then told me it would be $30 to move units and Id have to complete my move within ************************************************************* to argue so I tell her Ill be back in the morning with my decision on whether or not Im going to pay and switch units. I go to my unit and get the things that were wet to take them home to clean them up. The smell was still just unbelievable. I am realizing I cant go thru the doorframe to get anything out the smell is so bad. As Im taking video of the unit where water had come thru the ceiling onto my stuff I see a dead rat on the floor. I call the office and ******* comes with the janitors cart. She uses some grabbers and gets the rat of the floor to dispose of it. Her and I are talking when she tells me to go to the store and buy rodent repellent spray to spray my unit. She then tells me she knows it works because she sprayed it on the unit next to mine when shed seen baby rats in mine. She said the rats ran right past the unit she sprayed. My stuff is still in there and the smell is awful and you can see where the dead rat was. Does my stuff need to be sanitized? Ive written this company on July 3rd and on July 5th, called customer service on July 6th and was told to escalate it to the district manager but have heard nothing. Ive called at least 2 other times and still no help.

  Business Response

  Date: 08/22/2024

  Our representative (Area Manager) has reached out to try to resolve the issue with the guest.  She left a message on 8/22/24 and is waiting for a call back.

• Initial Complaint

  Date:07/22/2024

  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 stored my furniture here, and when I moved out, it looked like something had chewed on it. Additionally, many of my belongings were stolen, and my bed was completely destroyed. The bed was wet, infested with bugs, and appeared chewed on as well. Despite purchasing protection, they had the nerve to question if my bed was even in storage. Needless to say, I have not heard from them regarding my claim.

  Business Response

  Date: 09/08/2024

  Unfortunately, the person who the BBB complaints were funneling to is no longer with Store Space, and this one was missed in that transition.

  I have reached out to get some more information from the TPP administrator, and found the following information concerning the denial of claim:

  The claim was denied due to the tenant was unable to provide valuable requested information.  The guest was not able to produce pictures of the damaged belongings placing them at the storage space, and the property manager was not contacted while on site to advise of the damages.

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22022915
  
  

  
  

  I am rejecting this response because I am in the process of gathering evidence to support my case. Additionally, I need to retrieve a police report. The company has claimed that my belongings were not stored there, and I would like to know if they have surveillance cameras on the premises. I have proof from the individuals who moved my items from my home healthcare facility to their storage unit.

  
  

  Sincerely,

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

  Business Response

  Date: 09/21/2024

  In reference to the guest claim that we are stating that claiming that the guest belongings were not stored in the space is incorrect.  The *** adjuster is stating the guest has not provided proof that the items that were damaged were in the space (ie pictures or videos showing the items when found at the space).  As for the items that the guest is stating that are missing-a police report should be filed, and we will cooperate with the police in their investigation. 

  Customer Answer

  Date: 10/03/2024

  I am in the process of retrieving the police report and also letters regarding the movers who helped me move my things in the storage unit. 

• Initial Complaint

  Date:06/21/2024

  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 have you a storage unit with this company and they are trying to terminate my services stating I urinated in the unit. I have a medication condition and feel they are discriminating against me for this. They want me to get my items out of the unit but I do not have enough time to find another unit.

  Business Response

  Date: 06/27/2024

  Good Afternoon, we've attempted to contact this guest and haven't received a response.  Per the terms of our lease continued use of our services requires adherence to those guidelines, please reach out if you have any further questions.  **************