ComplaintsforU STOR Self Storage

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I've rented from U-Stor here in ************ for over 3 years. And I've always been informed if I was delinquent and the time frame before my items would go auction or anything adverse. Well I went to pay my bill after logging in last month to see what I owed. And my information was empty. I contacted my unit manager and he informed me that my unit went to auction last month. I wasn't notified of this occuring. Now all of my belongs i had in the unit were sold or disposed of without notice. This isn't a good practice. The unit manager said there was nothing else that could be done. But that shouldn't happen to anyone. I'm out of my belongs without a being notified or given a chance to pay in time. This shouldn't happen to anyone.

  Business response

  12/21/2023

  Dear ****************,

  I am very sorry your unit was sold at auction, it is never the outcome we want.  The last payment made on your account was made July 24, 2023.  That payment was made when your unit was 115 days past due and about to go to auction. At the time your unit was sold on November 28th, it was 120 days past due.  The telephone number we have on file was called but the person who answered told us it was a wrong number.  Notices were sent to the address on file including the notice for auction informing you the date the unit would be sold. We also posted the notice of sale in a publication twice in accordance with ******* laws.  Per ******* lien laws we are permitted to sell after 30 days but we gave you an additional 90.  Again, we are in the business of storing, not auctioning and would prefer never to auction units, however in this instance we had no other alternative.

   

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

  President

  Customer response

  12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I am thankful for prompt response and extra time always given to me to make payments. That was always a blessing. I didnt update my number and thats a fault of mine and I understand ** was followed as well. But I always received an email notification or correspondence about the when I delinquent and the auction date. I work for the Navy and travel so yes I cut it close but I always paid it if I knew. Are emails notifications only an option or no longer used? I know no amount of complaining will change whats happened but nor get most of my clothes or ************ items back from when I got out of the service. Just help me understand the why no email was sent? That has been valid the whole time. Again thank your for earlier response. It did show how nice the company is with people renting. Especially me. 

  
  Regards,
  
  ***********************

  
  

  Business response

  12/29/2023

  Again we are sorry your items went to auction as this is never the result we would like.  In September we changed to a new software that automatically generates monthly email invoices.  You may have missed our emails because they now come from "StorEdge".  From the notes on the account, we did try to reach you and gave you a significant amount of extra time to bring your account current.  While I am sure this is of little consolation, I have reached out to the buyer of the unit to see if they might have any of your items to return.  I will personally email you if I hear back from them.

  Customer response

  01/03/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  Regards,

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

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been renting 2 storage units at this location for about 4 to 5 years, most of which was paid online. However, this month it let me pay 1 online but not the other. My son went to pay the other unit today and was told that one of the units next to ours caught fire in November and damaged our unit as well. We they were still taking my money for both units sine then and I want a Full Refund for the last 5 months.

  Business response

  03/14/2023

  **************,

  Thank you for reaching out.  I do apologize for your payment being taken in error. I believe my staff tried to reach you to let you know about the fire but they were unable. Because you were paying online we were unable to let you know at time of payment and did not want to move you out of the system without speaking to you first.  I issued you a credit for December  myself on 11/30/22 so you would not be charged.  You paid in January, February, and March.  The March payment was reversed so we do owe you 2 months rent in the amount of $107.50.  I will have the check issued from corporate immediately and sent to the address we have on file.  

   

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

  Customer response

  03/25/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  03/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To speak with corporate representatives about no communication until last minute knowing they lied

  Business response

  03/19/2023

  Please contact the corporate office during business hours (Monday through Friday 9am to 5pm) ************.  Ask for me (***********************) and I would be happy to assist you.

   

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The payment website hasn't been working for almost 2 years now. The website used to work. I was told by office personnel that the issue was being handled, but It's January 2023 and U-Stor has YET to fix the website so that customers can make payments online instead of having to call into the office and make payments with the office personnel. Having to call in to make payments over the phone is out of touch with today's landscape. Not everyone can remember to call in to the office at the beginning of the month, especially when that's not how a majority of us pay our bills. The majority of us pay our bills online. I need to know when U-Stor is going to fix their payment website so that ******************* can be restored to customers.

  Business response

  01/05/2023

  I am very sorry to hear you are having issues with the site.  It is an issue with the software site we use for rentals and payments that sometimes gets bogged down.  However, we take payments through the website monthly from a large portion of our customers with very little issues.

  We are in the process of converting to a new software which is a long process but once we do we hope this will alleviate these problems.  

  I do apologize for the inconvenience and hope to have the new software running very soon.

   

   

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

  President

  Customer response

  01/09/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I would like for someone from U-STOR's upper level to have a talk with the personnel mgr. at Yardie as well though, because they were very discourteous with the Mgr. when he was trying to find a solution as to why the payment website was not loading. 
  
  
  

  Regards,

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Visited office twice last couple days to pay brothers monthly unit fee as he had a stroke October 4th and is completely disabled. Office was closed 1st (Sunday closed), 2nd and 3rd at lunch 1-2, I needed to be in ****************** at 2:20pm for a meeting at the nursing facility my brother is being cared for. I am doing all I can but have been met with fees and told I can pay in cash or money order. There is no way to pay like that and the location says it will not take cash anyway, so I paid 5 months in advance to avoid seeing this miserable human being.I then looked for a corporate office location to file complaint, found the * Washington information, called, spoke to Joy and received a fax numberI can not express enough how upset I am as their website offers no corporate info and I believe have a very negative corporate policy, manner of doing business and morals. I wish to be refunded the late fees paid on account since his stroke. Dealing with a stroke victim is not a laughing matter, its very serious, I dont wish it on anyone, but I can think of some business owners and one guy in particular who could use some education of the severe tragedy this can cause for family, friends and the community it affects. God bless.

  Business response

  01/05/2023

  I just finished speaking with **************** regarding his *************.  There did seem to be a series of unfortunate events that caused **************** undue hardship which is never our intention.  Our stores were closed for the holidays the 1st and 2nd.  *********** returned to the office on the 3rd during the posted lunch hour.  When he tried to find our contact information, he had difficulty, but I have since given him the corporate number which is posted on the counter in all stores.  He was also unaware he could pay over the phone because his brother is the tenant. 
  My store manager was following policy by not waiving the late fee however, the manager could have escalated the issue to his supervisor,and this could have been resolved in a better way.
  I believe I have resolved ****************** issue and have let him know he can call me directly if there are any more problems in the future.
  
  
  
  **************************
  President

  Customer response

  01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  *********************** called, we spoke. She said shell write we came to terms but I was not refunded the late fee(s). I suggested if she close business then extend the past due date. I also stated ** remove my brothers things and was advised Id not be refunded my advance payment upon leaving as they do not refund payment for services not rendered. This proved they have poor business morals. The managers are not really managers and can not do anything but make people miserable. But hey as long as *********************** wins according to her terms. I did not see the agreement we discussed posted here so Im sure there is no agreement. This is whats wrong with this business. Poor morals. Refund the late fees, you have my email, send the agreement written or post here and Ill accept it. This is a matter of principal, do not call me again so I can listen to how you are going to do things, I am not the poor confused ignorant little man you think I am who can not read posters on the wall. Thank you for the insults.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am trying to pay my bill. The website for this business does not work in any of the browsers that I use. It has not worked. I have tried to complain by calling their central office and was met with AI services and no resolution.

  Business response

  11/11/2022

  Thank you for contacting us. I am sorry you are having issues with our website.  I would like to make sure you are going to the right one as there are other companies with similar names.  Our website is www.u-stor.com In addition, we do not have AI services at our corporate office.  The telephone number to reach us is ************.  I would be happy to help you myself if you call and ask for me so we can resolve this issue as quickly as possible.

   

  Thank you

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

  President

• Initial Complaint

  10/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The itemized list and photo documented contents of my storage unit was seized put up for auction ( Bid 13 online auction site unit # *** ) with the lease paid in full actually X 2 . Aug. check # **** with bank ******************** check #**** with bank conformation to ***************************** account # ********* plus **** CC payment mid Oct to halt auction $363.00 for 2 months rent, penalties, late fees and auction fee included of which nune stopped the auction. Legalized extortion would be a fitting description rather than a high customer service rating or A+ rating from the BBB. They say my contact information phone, email, street address failed , how convenient. There are just too many convenient circumstances. Faulty contact information, no account credit given two months in a row ( no red flag after first occurrence ) and claiming to requier my help to resolve the problem. how ***** the excuses from management. Management knew it stood to recoup many times their supposed lost after itemizing the contents. I submitted a ****** dollar reserve bid to save my property and was in the process of secureing money for a ****** reserve bid before the auction was canceled. All for $268.00 for two months rent, they stood to make a lot of money on the sale of my property. And one month rent is in noway acceptable. And still no payment history for Sept. and Aug. payments.

  Business response

  11/03/2022

  See Attachment

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been with this company for over 10 years. The service has went downhill since. Not only have I requested someone from the local management team to reach out to me but I've also requested someone from corporate to call me and they have yet to do so. All I get is excuses and late fees. This is not a new issue. I've made the same request over a dozen of times and no one can seem to help resolve this billing issue. The staff has been unprofessional and have lied to me several times. The so called website only provide locations but no real assistance. They advertise that they have the web pay option that doesn't work. I have been lied to so many times about when it would be fixed and yet it is not.

  Business response

  06/29/2022

  Thank you for reaching out.  We always strive to give excellent customer service.  I am sorry you had some difficulty.  I have spoken with my District Manager in ******* and she said she spoke with you and resolved your issue.  If anything else comes up, please feel free to email me directly at u-***************** and I will be sure to personally assist you.

   

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

  President

  Customer response

  07/01/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called to inquire about a 5x10 unit. Which is what I currently rent elsewhere. The price is going up so I was looking to find a cheaper storage unit. Telling the guy the size unit I was looking for I assumed it was the same as to what I had. It wasn't and I was shown the unit after I signed the paperwork. I was told the unit is a 5x10. I said it's definitely not the size of my current unit. I tried to call him back once I got to my original unit did the measurements and just looking at my unit it was definitely not the same size. He told me he would see if he could get me money back thru corporate due to the size of my existing unit doesn't measure to their unit. So he advised me that I wasn't getting my money back. I felt that wasn't acceptable because my unit has a bigger door and their door is smaller just as the size of the storage unit itself. So I should get my money back regardless. There isn't a number or address to contact the corporate office on any of the paperwork. I'm requesting a billing adjustment back to my debit card.

  Business response

  07/06/2022

  Thank you for reaching out.  Our policy is to always show the unit before finalizing the rental.  I apologize this did not occur and that you were unhappy with the size.  We would be happy to issue you a refund.  Someone will reach out shortly to make sure ********** to the correct address.

   

   

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

  Customer response

  07/07/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

*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. ↩