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:09/18/2025

  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.

  Owner knows of common theft issues at this facility. Previous maintenance man was also well aware of common theft issues and how they were taking place. My unit was robbed twice while being here. The first time law enforcement was able to recover my belongings, the second time they were not. I filed a claim through the required protection plan the manager ******* filled the paperwork out in a way where I would get no reimbursement even though she is aware of what takes place here. This is a dishonest manager whos running a scam with an insurance company. I do not recommend this facility or any facility run by this group if you want to protect your belongings, or be made whole when theyre inevitably stolen.

  Business Response

  Date: 09/19/2025

  This tenant is a current tenant at Storage Wise of Hayesville II.  He rented Unit #A13 on November 15, 2023.  Tenant submitted a TPP claim for theft on July 28, 2025, which included a police report that was filed July 26, 2025.
  Tenant stated in his claim forced entry occurred through the wall of the storage unit.  You can see where screws were removed, and wall was folded out of the way.  Access to the unit was gained by climbing over the wall.
  Tenant also provided pictures and a copy of the police report, which is required when filing a TPP claim for theft.
  With this TPP claim, the police report did not state there were signs of forceable entry. The pictures submitted, by tenant, did not reflect evidence of forceable entry; there was no indication the screws, to the wall, were removed nor was the wall folded to where someone climbed through an opening.
  Upon receipt of a TPP claim, everything is reviewed by Storage Wise personnel, and a managers statement is then given.  Upon receipt of this claim, it was reviewed by Storage ********************** and submitted to *************************, which is a Third-party Administrator.
  *************************, *** claim representative, sent tenant a letter, dated September 18, 2025, explaining the denial process.  They also stated in their letter he can submit additional evidence that would be considered and reviewed.
  This claim was processed under the same procedure as all TPP claims submitted.
  

  Customer Answer

  Date: 09/19/2025

   
  I am rejecting this response because:
  Your own maintenance team is the one who discovered the screws were removed from the adjoining unit. There are creases in the walls where they were folded back. I can provide a previous police report from the prior theft with the statement from the defendant explaining how he gained access to these units. There is a known theft issue here, and acting like nothing is happening reflects poorly on this business.

  Business Response

  Date: 09/19/2025

  We provided to the Third-party Claim Adjuster the information that was been provided to us. If you have additional information, please follow the instructions in the letter that was sent to you from **************************   The police report did not note this information. 
  
  

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising 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 reserved a storage building online, it was advertised as $18 a month after service fees. As I was signing up there was a prompt to add a protection plan, which I chose to opt out of as it was an option. I then continued and finished signing up, quickly signing the acknowledgements and paying my $25 dollars for the rest of March, a little over $15.68, and the $10.00 service fee. After paying I was emailed by the manager or owner and told that the protection plan that I had opted out of was actually mandatory, and if I didn't choose one myself they would be adding it on. I decided I didn't want to be do business with a company that tries to trick their customers and asked for a refund, I was told that the lease says the plan is mandatory. When I asked why I was allowed to opt out before paying, but only forced after they offered to refund the $15.68 but would not refund the service fee. This company is intentionally and knowingly bait and switching their customers.

  Business Response

  Date: 03/05/2024

  This is on our website where he logged in to rent a storage unit:

  Find A Location
  
  Contact ***** Your BillStorage Help
  
  Tenant ProtectionFIND A LOCATION
  Tenant Protection
  The Tenant Protection Plan allows you as a customer to seek reimbursement for goods that fall under the covered losses stated below, if something unexpected happens to any of your goods in storage.
  *FOR ALL NEW MOVE INS A TENANT PROTECTION PLAN IS MANDATORY*
  TENANTS CAN NOT OPT OUT OR CANCEL THE PROTECTION PLAN
  Tenant Protection How To File A Claim
  Tenant Protection is - Notify the Manager

   

  
  Required for all - Take photos of any damage to your items and the storage units.
  New Move Ins. - Take photos of the source of the damage if possible.
  Tenants can NOT - DO NOT throw anything away until you speak with a claims specialist.
  OPT OUT or CANCEL - For claims involving crime, have a police officer visit the unit and file a police
  report.
  What's Covered? What's Not Covered?
  - Theft Due to Forcible Entry - Loss Due to Flood or accumulation of water from the ground up
  - Windstorm (rain/ flood/ underground sewer)
  - Hurricane - Earthquake
  - Tornado - Damage caused from dropping or moving property in and out of unit.
  - Lightning - Mold (if goods are stored already wet or a result of being stored for long
  - Water Damage due to leaking roof/ broken pipe periods of time with no relation to water damage)
  - Fire - Improperly packed units resulting in damaged goods.
  - Smoke - Any property stored outside a locked unit.
  - Explosion - Terrorism
  - Vermin (covered up to $500) - War / Military Action
  - Sinkhole - Condensation / Humidity From Temperature Change

  The software company that we are using is aware of this issue. We have asked them to remove this button. We have been told they are working on it.

  Please let us know if we can provide you with any additional information.

  Thank you

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

  Property Manager Accountant

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

   

  Customer Answer

  Date: 03/06/2024

   
  I am rejecting this response because:
  They stole $10 from me using dishonest practices, they were aware of the option to opt out and are now refusing to refund the money based on the fine print on their website. While legally they may be in the clear, they are not doing business in good faith. Con artists. 

  Business Response

  Date: 03/08/2024

  We have updated our website in regards to the tenant protection plan information being more visible. We are still working with the software company to remove the opt out button. We have returned your $10 to your credit card.

  Storage Wise

  Customer Answer

  Date: 03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair 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 rented a storage unit and prepaid for all of 2022. I decided to move out of the unit on 10/16 as I moved all of my storage items to my home. I requested a refund for November and December totaling $130. I have contacted the company three times asking for my refund. Each time I was told they submitted the request again. The last email response from the company was on 11/16 telling me I should have my refund within 5 to 7 days and to contact them if I didn't receive it. I left a message on 12/1 telling them I haven't received the refund and I would file a complaint with the BBB If I don't receive the check by 12/3. I didn't receive a response to my voicemail.One driving factor influencing moving out early is the change over from the previous company to Storage Wise was a hassle. I had to submit my driver's license four times. I also submitted my homeowner's policy at least three times to waive the insurance fee. They supposedly didn't receive it as my November rent included the increased rate and insurance fee. I had enough and decided to move out in October versus December.