Complaints

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:05/29/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 submitted the deposit of $35 with your company using my credit card on April 20th 2025 for my daughter, an **** ***** University student. I did not save my credit card information in your system. Then you send me an invoice for $329 to be paid on May 24th.
  
  Your company then automatically charged me twice for the same invoice, even though You had no authorization to charge my card automatically! I did not approve auto pay.
  
  You charged me on May 24th for $329.60, then you added a late fee charge and charged my card again on May 28th for $334.60.
  
  Please, refund both charges immediately. I will submit the payment manually.

• Initial Complaint

  Date:11/04/2024

  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.

  I am a student at ************ **********. My customer number is *******  I dropped off three boxes at Storage Squad for storage at the end of April 2024 for the summer.
  After retrieving the boxes from the storage on September 5, 2024, I discovered mold on all the items in all three boxes. I was not able to use any of these items as the smell was too strong, I was concerned that it would be a health hazard. After opening all the boxes, I put all the items in trash bags so that I can show them to an employee of Storage Squad.
  I was devastated as replacing these would be very difficult for me financially.
  I submitted a damage claim form on their website following their instructions, I also called them to follow up. They said they would resolve the claim within 30 days.
  It has been two months and they have not responded to my claim. I could not wait any longer and had to buy new clothes/comforter/pillows/sheets/winter boots, winter coat etc.
  I want compensation for my damaged items and a refund of the storage fee. But more importantly I want to help prevent this happening to other students.

  Business Response

  Date: 11/15/2024

  We
  sincerely apologize for the distress caused by the condition of their items
  upon retrieval from our storage facility. After speaking directly with ***** ******** we agreed on a refund amount based on the information
  provided regarding their damaged items.

  We are committed to resolving their
  concerns and ensuring their satisfaction. Additionally, we are reviewing our
  storage protocols to prevent similar issues in the future. We value the feedback and will work diligently to improve our services. Thank you
  for your understanding. 

  Sincerely,

  Storage Squad

• Initial Complaint

  Date:09/22/2024

  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.

  We have a child in ******* ***** Wisconsin attending college. We used this company to come get her fridge and futon to store it for the summer. On sept 2nd my daughter emailed this company to set up a delivery date. They emailed her back for the account number and phone number attached to the account. She replied with which they never got back to her. I called on sept 6th and talked to a lady about scheduling a drop off time. I had told her before 12:00 pm on Monday or Friday anytime would work for our daughter. She said an email was sent. Our daughter called on sept 7 and sept 10th with which she was told they were working on it. By Friday sept 13th my daughter still had not received an email. I went to see her on the 16th of September and called on sept 17th and was told I would get a call back from a supervisor by end of day. Never got a call back. On September 18th I called again. Was told the supervisor was doing all her call backs today and to be on a look out for a call. Still no call back. I called again on sept 19th. I was told once again she would be calling be back today. I asked if she could just take my call now. They told me we are unable to transfer calls. I asked if there was someone above her. I was told no. It is 5:26 pm and still no return call. We are willing to pay them to return her things to campus. Yet we get the run around. I am starting to wonder if our things were damaged or lost. I would like them to return our things. Or at the very least reimburse us for the cost of the items. This is ridiculous that we can’t even talk to someone to find out what is going on or what we can do to get items returned.

  Business Response

  Date: 09/24/2024

  We want to sincerely apologize for the delayed delivery and any inconvenience it
  may have caused. We're grateful we had the opportunity to discuss this over the
  phone and clarify the situation. To confirm, the delivery fees have been
  waived, and your account will not be charged anything further for the season.
  

  We appreciate your understanding and patience during this time, and we're
  relieved that the student was able to accept the items upon delivery. Once
  again, we apologize for the lack of communication and any frustration it may
  have caused. If you have any further questions or concerns, please don’t
  hesitate to reach out.  

• Initial Complaint

  Date:09/09/2024

  Type:Delivery 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 hired storage squad to store my dorm room stuff over summer break and have it delivered to my new address in a new city before the start of the fall semester. they said they would deliver it on 24 August (or 7-10 business days later, they told me this after multiple calls). On emails, they told me they don’t have my stuff and that it is with UPS for delivery however on call they told me that the emails are wrong and it is with them. So they were basically lying in the emails. I call them multiple times during the day (2 days at least) asking them to let me talk to their supervisor but they won’t let me. I’ve had sleepless nights because my pillow, comforter and everything else I own is in those 5 boxes. I’ve had panic attacks in classes and I’ve cried in classes instead of making friends. Storage squad refuses to give any definitive answers about my stuff and refuses to provide proof they have my stuff.

  Business Response

  Date: 09/10/2024

  Dear valued
  customer,
  
  We have
  thoroughly reviewed your account, and we understand the frustration you may be
  experiencing regarding the shipping of your items. We sincerely apologize for
  any inconvenience and miscommunication that may have occurred during this
  process.
  
  We want to
  assure you that we are actively working on resolving this issue and expediting
  the shipment of your items. We have also been in contact with your parent to
  keep them informed of the situation and to coordinate the resolution.
  
  As a gesture of
  goodwill, we will be providing a discount towards the shipping cost once the
  invoice is generated. We hope that this will help alleviate some of the
  inconvenience you have experienced. Once again, we apologize for any delays or
  confusion, and we appreciate your patience and understanding as we work to
  resolve this matter promptly.
  
  Thank you for
  bringing this to our attention and allowing us the opportunity to make it
  right.

• Initial Complaint

  Date:08/09/2024

  Type:Delivery 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have not been contacted by the company to resolve this better. We have actually been billed an additional $25 for no reason and are still missing furniture. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 09/05/2024

  Thank you for providing that information. A representative from Storage Squad will reach out to the customer directly to resolve this issue. Thank you for your time and patience!

  Business Response

  Date: 09/24/2024

  Hi, we are still working on resolving this with the customer directly and we're in contact via phone/text. Hoping to be resolved by the end of the week if we are able to connect.

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service 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.

  Hi BBB,

  Since my initial complaint, I received an email from a company named **** *** asking me to fill in a claims form without any prior communication. I was only first made aware of the compensation from the business response, as stated in my initial complaint, I was not told that my items were missing. Is the **** *** email relavent, and if the amount is set and non-negotiable, what is the purpose of me having to fill out additional claims forms?

  Thanks!

  **** ******

  of my 11 stored items sent and delivered to me (2/27/2024).
  
  After multiple calls, texts, and emails, I was not able to retrieve the remaining items, or even know their whereabouts. Dozens of calls, emails, and text messages simply giving me vague and hollow promises such as “I have informed managers about the situation” or “I have followed up with the team” with zero actual information about the status of the items. It has been more than two months since I received my first delivery and I still have no idea if the remaining three items are lost, or they just somehow couldn’t find them.
  
  I simply want to know if the three items are lost or not, which should end with some sort of refund and compensation, or preferably, the items delivered to me.
  
  For additional information I used Storage Squad's service in **** ***** and have the customer number of *****.

  Business Response

  Date: 06/26/2024

  Storage Squad took possession of the 11 items on May 10, 2022. These items were kept in storage until February of 2024 and shipped out per the customers request. Only 8 out of the 11 items were located in our warehouse. The customer was sent tracking information for the 8 items and notified the other 3 could not be located. We conducted multiple searches and the items unfortunately did not turn up. After multiple correspondences, we offered $1,086 for the 3 missing items per our terms and conditions which states each item stored has up to $100 of coverage if lost or damaged. In addition to the $100 per item, Storage Squad also agreed to pay the storage costs over the duration of the storage period. This issue has been turned over to our claims department for further review.

  Business Response

  Date: 07/03/2024

  Storage
  Squad informed the customer about the challenges faced in locating the
  items and reassured them that the claims process would be initiated. Our
  dedicated claims department has since reached out to the customer to provide
  guidance on the process for additional compensation. We sincerely
  apologize for any confusion and are committed to resolving this matter swiftly
  to ensure the customer's satisfaction. Thank you for your attention to this
  issue and your efforts in addressing it.

  Customer Answer

  Date: 07/03/2024

  I have talked to **** *** and filled out their claims form, waiting now to see their response. Though I haven't heard back from Storage Squad on how to proceed since their message on BBB.

  Business Response

  Date: 07/11/2024

  We
  apologize for any confusion that may have arisen. We want to inform you that
  Storage Squad has sent a follow-up email with the final reimbursement offer.
  Kindly review the latest email at your earliest convenience and respond
  accordingly. Once we receive your response, we will proceed with the
  reimbursement process promptly. Thank you for your understanding and
  cooperation.

  Customer Answer

  Date: 07/15/2024

   
  
  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:08/31/2023

  Type:Delivery 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.

   
  
  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. But they haven't reached out to me yet. If they do not, do I contact you again? 
  
  
  
  Sincerely,
  
  
  
  ******* *******elivery on August 28th, which didn't happen either. Upon calling, I was informed that the delivery was rescheduled for August 29th between 10 am and 1 pm. The boxes are still missing. They also would not allow us to go to the warehouse to pick up our boxes.
  
  Worse yet is their lack of customer service and evasion of accountability. Attempts to speak with a manager led only to voicemail, with no responses to two voicemail messages. We've spent over seven hours on the phone without resolution. It's been nine days since the original delivery date, and my son is still without his essentials due to Storage Squad's incompetence.
  
  I implore your intervention to hold Storage Squad accountable and address these issues. Their disregard for customer satisfaction and their inability to meet their obligations are unacceptable. Your investigation and action are greatly appreciated in reaching a fair and satisfactory resolution to this matter.

  Business Response

  Date: 09/06/2023

  We are very sorry for the service failure and will contact the customer to provide compensation.  

• Initial Complaint

  Date:08/25/2023

  Type:Delivery 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.

  Transaction date : 04/30/2023
  Paid : $651
  Service: pick up store and deliver boxes of belongings of a student from university ** ******** from 04/30/23 to 08/21/23.
  Pick up on 04/30/23 was late and as an out of state student i had to change my flight back home.
  Delivery was scheduled in advance on 08/21/23 and confirmed by storage squad.
  Since August 21 the delivery is cancelled without explanation. the company gives time slot of 5 hours where I need to be present and without notice they dont show.
  The customer service online request more than 1 hour waiting time to talk to a representative.
  Everyday the different representative promise a delivery and everyday it is canceled .
  The management refuse to talk to the customers and to give contact info of the storage facility and delivery service in *** ***** to get an real update of the situation.
  
  At this point and up to date I have no info of when/if i will be delivered my belongings stored at their facility.

  Business Response

  Date: 09/06/2023

  We are very sorry for the service failure you experienced.  Tech and labor issues resulted in delays that we worked hard to overcome.  However, this is not excuse for the delivery to the 25th.  we will follow up to discuss compensation.

• Initial Complaint

  Date:07/20/2023

  Type:Delivery 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.

   
  
  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,
  
  
  
  ****** *******fees, and that the date that was booked by them for me may be subject to change. The representative also stated that their open availability does not begin until August 29, which would require me to live almost a month without my necessities. I am requesting that the company honors the delivery date they selected for me without my permission, at the very minimum, and waive all fees that I was not made aware of until after they decided for me without my consent.

  Business Response

  Date: 07/24/2023

  Storage
  Squad reached out to the customer  on 7/20 to confirm the details of the
  complaint. We assured the customer that Storage Squad would never select a date
  outside of the standard availability to purposely charge a customer an extra
  fee for delivery. We always encourage customers to choose a date within our
  standard availability. Our system shows a delivery date selected during
  registration.  Irrespective of the date, we have settled on a date with
  the customer. 

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

   
  
  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,
  
  
  
  ***** ******

  Business Response

  Date: 07/11/2023

  Hello,

  This isn't actually an issue.The date that he chose was within our standard availability so we have already scheduled a delivery on the 13th of August without any extra fees. Sorry for the inconvenience.

  Best,

  *****