Business Profile

Storage Units

StorageMart

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Complaints

This profile includes complaints for StorageMart's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

141 total complaints in the last 3 years.
51 complaints 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.

Initial Complaint
Date:07/23/2025
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.
On July 10 just before 7am, I entered the location at ************************* - Fishers IN.This gate had been previously broken for several months even chained open, the regional manager knew it was not operating correctly per **** the office manager was told to operate the gate anyways.Upon entering, the gate opens maybe 75% and comes to a complete stop after clearing my truck. My trailer then strikes the un-open gate, causing 2,000$ in damages to my trailer. We have video from the storage facility own footage, dash cam, 2 witnesses, a statement from the office manager, and a police accident report. Yet they refuse to cover the damages to trailer because of our "behavior" and "your trailer struck the gate" well yeah - it wasn't open. Beka Doll has yet to return one phone call, only emailing lol. We have seeked legal counsel and will sue them for damages if not resolved.
Business Response
Date: 07/24/2025
Mr. ******* this involves a disputed liability incident, we recommend you turn this matter over to your insurance company. If you would like to resolve this matter, please kindly provide your insurance information as you have refused to do so to date. Thank you
Initial Complaint
Date:07/14/2025
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.
Autopay charged on 06/19/2025 for lease until 07/18/2025 as specified in month to month contract. New contract received on 06/27/2025 which was never signed or viewed until after company fraudulently charged $100.23 on 07/01/2025 for rent from 07/19/2025 to 07/31/2025 which was never agreed upon. Account was closed on 07/11/2025 after giving 5 day notice per original contract and completion of move out process and therefore service for 07/19/25-07/31/25 was never provided.
Business Response
Date: 07/17/2025
Hello, the indicated amount has been refunded to you today July 17, 2025, though it may take a few days to register in your account depending on your banking provider. There was some pro-rate confusion with the billing cycle and the automatic payment system tried to compensate for that. We appreciate your patience, and thank you for writing in!
Initial Complaint
Date:07/07/2025
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 had been paying for a storage unit for many years. I was contacted by York region police in January to advise there had been a break in to my and 4 other units at this location. I arrived onsite to find my storage completely ransacked and items were damaged / missing. The following day I was told by storagemart employees to come to unit to write down everything that was damaged or stolen. So I did. I was able to provide photos / receipts for most of the items. After going back and forth with their claims department and providing them with as much proof I could for some some reason they said it was denied. I explained to them Im on ******** marketplace where I buy and sell online. I used the storage to store items they I could not contain in my condo. They still refused citing Storagemart system is saying these photos are not all mine denied my claim completely. I believe Im entitled to something here Given there was recorded evidence of the break-in and it was also reported to the police. I provided photos and receipts to best of my ability and they said our system flagged this as fraud. I simply want to be made whole again. They have a provide obligation to safe place to store my items and that ended up not being the case. From stolen beleciagas, ***** ****, LV bag, to damaged pedestals, damaged rings light etc. Some stolen engagement gifts. A charcuterie board, touchless garbage and A vacuum too. Im willing to settle on the Matter but I want a fair and just settlement here. I have since moved all items out of the storage as I cannot trust this business again wholeheartedly.
Customer Answer
Date: 07/08/2025
it was Unit 409 -
Storage mart //
********************************************************

Business Response
Date: 07/08/2025
Elo, we understand situations like this can be frustrating. Your claim file has not been closed, and we encourage you to contact the claims department and your assigned claims representative in regard. As there is a stated intention to seek legal counsel, we cannot discuss the matter with you further.
Customer Answer
Date: 07/08/2025
Complaint: 23562139

I have reviewed the business' response and am rejecting it because:

I have contacted several lawyers unfortunately there per hours rates are way too high. Some have also refused as the claim amount does not meet their threshold. I would like to settle on my own now

Sincerely,

Elo *****
Business Response
Date: 07/09/2025
Please reach out to your assigned claims representative, as there is no ability to acutely assist you with this legal matter on this broad platform.
Initial Complaint
Date:07/05/2025
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.
Every time I turn around, they're emailing me with a new charge or condition that I did not agree to when I signed the month-to-month lease. They've now placed their own lock on my unit and I am unable to access my belongings, despite me paying automatically every month. I am just trying to move out and never deal with this shady company again. I believe they are committing fraud.
Business Response
Date: 07/07/2025
Hello ***, thanks for writing in. We are so glad that you got your first few months of storage at such a great discount! Unfortunately, all promotional rates must come to an end, though we are glad to have been able to help you save while the promotional rate was in action. It can be confusing when things change, but as you mentioned, this is a month-to-month lease, and terms are subject to change as shown in the lease that you signed (attached line 14). It is for everyone's safety that your unit must have the cylinder lock, as not doing so endangers your belongings and compromises the security of others also. The additional lock we placed can be removed simply by talking to the staff to get the keys.
Customer Answer
Date: 07/07/2025
Complaint: 23560115

I have reviewed the business' response and am rejecting it because:
The "safety" policy is something they just made up and is not in the contract. As such, I couldn't access my belongings when I had scheduled to and wasted a good chunk of my free time. I consider this to be fraud. Their dealings in general are also shady and I also believe their insurance policy charges should be investigated.

Sincerely,

*** *****
Business Response
Date: 07/08/2025
Generalized lease agreements are determined by the state the lease is active in and may not always contain policies that are specific to that location. Other location specific policies may include things such as property disposal and dumping, whether to keep a specific door open or closed, where to park for safety egress, what kinds of locks are best to secure certain types of latches, and more. We are sorry you are unsatisfied, however, the policy remains. If there is some other thing we can help you with please let us know.
Customer Answer
Date: 07/08/2025
Complaint: 23560115

I have reviewed the business' response and am rejecting it because: it is not part of my lease agreement; you don't get to make up and enforce things as you wish (I've been in that unit for nearly 6 months and no mention was ever made of this, and even in an earlier email it was stated that I had previously had a second lock on there (I never did - I've only ever had the one), so you're just reaching. Every time I would turn around there would be some new fee, policy, etc., and this is just absurd.

Sincerely,

*** *****
Initial Complaint
Date:07/02/2025
Type:Order 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.
StorageMart purchased MetroStorage, Under MetroStorage, we paid for our units based on the day of the month it started. On 26 june, StorageMart decided that starting on 01 july, the payments policy was going to change to the first of the month. They locked everyone out of the storage until you were paid up. They adjusted all the payments to cover the end of the month and the following month. Instead of me having to pay $963.00 for my month end storages, I had to pay $1,763 to get into my units. I understand that they want to have all the payments start at the first of the month, but they should have given us more than 4 day notice that this was going to occur. It should have started 01 august to give their customers a chance to get our funds together.
Business Response
Date: 07/03/2025
****, thanks for writing in. The supervision of the local team has been trying to get ahold of you, please check your voicemails and emails in regard. Please let me know you are unable to resolve this with them.
Initial Complaint
Date:07/02/2025
Type:Billing 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 set up a payment plan in March, I was hit with an extra 100 dollars on the next payment two weeks later I assumed it was the monthly charge for the following month so I didn't pay, again I was smacked with a 350 **** for late fees added. The most confusing part is my **** says paid through 5 31 2025, but I was still charged in May. The ****ing is confusing to say the least. I feel if fees were going to be added after a payment plan was set that should have been disclosed and it wasn't and why does my **** say paid through yet I was charged for the month it says paid through.
Business Response
Date: 07/03/2025
Hello, thanks for writing in. The fees being added to the account are outside of our control, as this is done via automation. If you have a payment plan set up with your local property manager it is important to make your payment through them directly, so that they can arrange the account manually during the transaction. Thank you

Customer Answer
Date: 07/04/2025
Complaint: 23546814

I have reviewed the business' response and am rejecting it because: I did make payments directly through them. Why does the bill say paid through 5 31 25 yet I was still charged with the huge late fees when I didn't pay because it said I was paid through .vits very confusing and mosleading

Sincerely, j

**** ********
Business Response
Date: 07/09/2025
The payment plan you made was in regard to the charges you owed at the time of the agreement. That does not negate any future charges that would hit the account. The receipt does not say paid through 5/31/25. It states that if you have any past due amounts for your storage unit those will appear below. Below that indicated line, the receipt states you have $350.96 to be paid through 5/31/25. These questions can be more efficiently answered with the local property manager at the facility where you rent, but we hope this has helped to clarify any points of confusion.
Customer Answer
Date: 07/09/2025
Complaint: 23546814

I have reviewed the business' response and am rejecting it because:the receipt says paid through on February March and April's bill and since your a month to month ****** it makes no sense to say paid through for those three bills. I paid the 350 when I set up the payment plan the first was 189 and then the second payment was what I had also included in my complaint because it was more than 189 which was the agreement I signed in the office that day. My **** says paid through til May on Feb, March and April, I can look at bills further back to see what it states. Ii included the bills in this complaint and nowhere does it clearly state the paid thru is only when paying the amount past due. The past due amount was paid and I still got charged the following months. So what's your response to that. If the 350 is what it took then that was paid so now what. You should honor what the bill actually says because I was a customer cannot determine implications and assumptions.

Sincerely,

**** ********
Initial Complaint
Date:07/01/2025
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 have had trouble reaching out to your corporate office. There is a location in *****, where I would like to rent a unit. However, it is higher than nearby facilities. Can you kindly indicate if you might price match? Can you provide the phone number and email address for your area manager? Thank you.
Business Response
Date: 07/02/2025
Hello, thank you for your interest! You can call the *** call center by dialing any location, after pressing the keypad for language selection, the next prompt you should press 1. They can either help to set you up in a rate more to your liking, or leave a message for those in charge of that area to get back to you. We look forward to helping you store your items!

Customer Answer
Date: 07/05/2025
Complaint: 23544547

I have reviewed the business' response and am rejecting it because:

I tired and got nowhere with them. This response does not take ownership of the problem but creates a degree of separation so that the extra step can contain failure and the business ultimately does not really care about the customer being helped - they only want to save face before the Better Business Bureau. They could have easily provided a direct contact at the facility or an email for a District Manager.

Sincerely,

**** ********
Business Response
Date: 07/08/2025
Jack, prices are set based on both the features of the facility, but also by the market value of the sqft in that specific area. Rented square footage, whether it is an apartment, a retail store, or a storage unit, can be greatly impacted by the location of the property in question. Price matching is a not a typical business practice that we engage in. We offer a range of discounts and promotions that may assist you for the first few months of rental, which often can provide the same end results. Depending on the length of your stay, those promotional rates may equal the same overall budget. For instance, if you are looking to pay $15/mo and the unit you want is $20/mo and you plan to stay for 6 months, with no promotions or discounts, you end up $30 over budget (15x6=90) for a total cost of $120 (20x6=120). If the first three months have a discount of 50% however, then for three months you pay $10, and the next three you pay $20 full price, the over all cost becomes $90, which is the same amount that you would have paid at the desired rate of $15/mo!!
You have not provided enough information about which locations in ***** you're hoping to rent at, or from which location you're hoping to use the rates from, or the size and features of the space you desire. Rates often fluctuate with the market as well. As there is not enough specific information provided, we cannot help connect you with anyone specifically. The *** sales resources center is an entire 24hr department dedicated to helping you find the best unit to satisfy your storage needs locally and economically. A good alternative might be making a visit to the facility where you can speak to the property manager in-person, While we do hope to be able to assist you, there is simply not enough information for us to determine if your request is within our budget or within our procedure on this platform.
Customer Answer
Date: 07/08/2025
Complaint: 23544547

I have reviewed the business' response and am rejecting it because:

Instated it was at the ******** location. What has been provided amounts to a word salad that hides deception and poor ethics.

Sincerely,

**** ********
Initial Complaint
Date:06/24/2025
Type:Order 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 filing a complaint against Manhattan Mini Storage, located at ************************************, for violating NYC Local Law *********, which limits rent increases for self-storage units to no more than 2% annually for existing tenants.I signed a lease with Manhattan Mini Storage on March 17, 2025, for a 5'6'4' unit at a rate of $29/month. In June 2025, just 3 months later, I received notice that my rent would increase to $58/month a 100% increase. This exceeds the legally allowed increase under NYC Local Law ********* and was imposed without any change in unit, new agreement, or other lawful justification.I have not switched units or signed a new lease at a higher rate. I am still occupying the same unit, and I remain on a month-to-month lease as defined in the original agreement. NYC law applies to month-to-month storage rentals and protects against excessive rent increases like this one.I have contacted Manhattan Mini Storage and asked them to reverse the increase and comply with the legal 2% annual cap, but I have not received a resolution.I am requesting that Manhattan Mini Storage:Reverse the unlawful rent increase, restoring my rate to $29/month Reimburse any overcharges if already billed at the new rate Comply with NYC law going forward for all storage rate adjustments
Business Response
Date: 06/26/2025
Hi ***********, thanks for writing it. It seems like you took part in our Anniversary Sale promotion, The messaging was pretty clear about those introductory rates being temporary, but we are so glad you got to celebrate with us and were able to save such a significant amount of money. While I can understand that it feels like a rental increase, it is actually just the end of the promotional rate, and rent is going back to market value. Also, the law you're quoting has never been ratified, it has remained a topic, but hasn't gotten any further traction than that legislatively. In an effort to be transparent though, you will still be subject to rental increases as per the lease agreement you signed, and while that is not the case currently, it is something that the longer term customers may encounter from time to time. Thank you for your questions!
Initial Complaint
Date:06/16/2025
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 purchase a unit from this company on 01/27/24, alone with insurancing my unit. I was told about an promotion that I was not aware of so that was the first excuse of why my price changed but the contract does show or acknowledge this. Every month since my first month my price has not reflexed my contract agreement. The amount went from $54 to $116 without notice and just lies.
Business Response
Date: 06/16/2025
Hello *******, thanks for writing in so we could help explain. I have attached all of your invoices, showing that your rental rate has gone up one time, and that you were notified on your invoice that you receive each month. Each of the invoices were sent in advance to show you the total for your upcoming bill. The confusion might be in the payment amounts, as when you are late paying your bill you can lose your discount for the month and even incur fees. The bill is due on the first of each month. If the bill is not paid by the fourth of each month, you lose the preferred customer discount that you receive for paying on time. This discount is reinstated each month and is the basis for your rental, as it is assumed that the bill will be paid on time as agreed. I have also attached a snip of the lease, line 14. states that as this is a month to month lease, the terms are subject to change and we will notify you of these changes a minimum of 15 days in advance of these changes. Best wishes
Business Response
Date: 06/16/2025
Attaching screen shot of line 14.
Initial Complaint
Date:06/02/2025
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 May 29, 2024, I paid $50.76 to Manhattan Mini Storage to reserve a unit. My confirmation email stated I could check in on June 1 anytime between 8 AM and 8 PM. I arrived at the facility around 6:15 PM on June 1, only to find the office closed with no signage or notice.I called the number provided in my confirmation email *************) and left a voicemail. I also called *************), and a representative said someone would assist me shortly. No one followed up. My husband also called, and eventually the phone line stopped working.We saw a business card posted in the window with another number. My daughter called it *************), and we finally reached someone who told us the office had closed early due to an emergency. However, this was never communicated to us in advance.We were left on the sidewalk with our belongings and a young child, after already spending $70 on transportation to move everything there. The only solutions offered were:Come back the next day (meaning wed have to pay again to transport everything),Move to another location (which was not acceptable since we specifically chose this one due to its proximity to our daughters dorm).We asked for basic accommodations:To have someone meet us at the location that evening,To receive compensation for the unexpected costs,All were denied. I am requesting:1.A full refund of $50.76.2.Reimbursement for the $122.65 spent on moving costs.3.Cancellation of my lease with no penalties.Manhattan Mini Storage failed to honor their stated check-in hours and offered no meaningful resolution. I am filing this complaint to formally document the experience and request fair compensation.
Business Response
Date: 06/04/2025
Hello, and thank you for writing in. Emergencies are never convenient, and it is very unfortunate that no one was available to assist you in accessing your space. Your payment to us has been fully refunded. Sadly, we are not able to provide you a refund for money that was not paid to us. We appreciate your understanding with the personal emergencies that caused such an inconvenience.
Customer Answer
Date: 06/05/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

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

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StorageMart is NOT a BBB Accredited Business.