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Business Profile

Storage

Silverback Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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.

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Complaint type

  • Initial Complaint

    Date:12/30/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    They raised price from $85 to $105 in 2023. I received another increase in rate and it is different than what is listed online. I asked why are they charging me more than what is quoted online. The unit next to me is $95, I asked about it and they said they always raise the prices. I asked to see the contract and it was a forged signature on my contract. There is a propane leak there too that is overpowering. It is an unsafe storage unit on top of the increase in price for the storage unit. I would like to be charged the same price as they charge everybody else online - $95.00.

    Business Response

    Date: 12/31/2024

    Dear Better Business Bureau,

    Thank you for bringing this concern to our attention. We truly value customer feedback and would like to address each point raised in the complaint.

    We took the concern regarding the potential propane leak very seriously. Safety is our top priority. We promptly investigated the issue on Christmas Day within 12 ours of the issue being brought to our attention and sought immediate assistance from experts to resolve it. The issue was resolved on the same day. Our facility manager is also actively monitoring the situation to ensure it does not recur. If further details or specific observations are provided, we are committed to conducting a thorough inspection.

    Our records indicate that the lease for the unit in question was electronically signed on 10/5/2023 at 11:25 AM via a computer or mobile device, suggesting that the signature originated from the tenant's end by logging into our website. We have been in business over three years, and have never been accused of digitally forging a customer's signature, and we have over ***** customers.

    Regarding the pricing issue, the rates displayed online are promotional offers for new customers that are temporary and subject to availability, just like a sale of any other goods or service. These promotions are intended for new rentals and cannot be applied retroactively to existing agreements. Price adjustments for current tenants are determined in accordance with the terms outlined in the signed rental agreement. Specifically, Section 2 under "RENT" stipulates that the basic monthly rental rate may change with 15 days' written notice before the end of the month. We strive to provide and maintain a secured facility with a full-time on-site manager. At this time, we do not anticipate any further price increases in the near future.

    We appreciate the opportunity to address this matter and are dedicated to ensuring customer satisfaction. Please let us know if there are any additional questions or concerns.

    Best regards,
    Silverback Storage

Silverback Storage is NOT a BBB Accredited Business.

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