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Business Profile

Storage Units

Access Self Storage

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Access Self Storage has 21 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:08/01/2025

      Type:Service or Repair 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.
      I have been a customer of ********************** for over 4 years now (since late Dec/early Jan 2020/2021)I have one of the largest units on the 4th floor of the ****************************** ****************, paying upwards of $900/mo in rent I was told when I signed up that the 4th floor units would have climate control and for several years they did. However in late June of this summer, the air conditioning broke on the 4th floor and the units became swelteringly hot to the point where you would be pouring sweat and need a shower after only maybe 5-10 min on the 4th floor I assumed it would be quickly fixed, but the next week it still was not. They claimed it would be fixed the following week and it was taking longer only due to the holiday weekend However it is now Aug 1 and still beyond hot up there. Its marginally cooler likely bc its ***** degrees colder outside and theyve been running large fans in the hallways but the ** does not seem to be working any better. They claim someone came out to fix it but that does not seem to be the case, or whomever did it did a terrible job and scammed them out of money for doing a half-baked fix job.Either way the fourth floor still is not cooling properly and Im sweaty and need to shower after only being up there maybe 10-20min today. Ive been offered no discount for the conditions up there in the meantime and they seem like theyre just trying to wait out the summer for it to get cooler in the fall so they can save the money and not pay to actually appropriately fix it (and save hundreds on electricity since they arent running the ****

      Business Response

      Date: 08/26/2025

      Dear ****,

      Thank you for taking the time to share your concerns. We truly value your loyalty over the past four years. Weve spoken with you directly and want to assure you that we have taken action to help with the temperature on the 4th floor and are still working on making this better for all tenants as quickly as possible.  We will also be speaking with you about applying a discount to your account as a gesture of good faith. 


      We appreciate your patience and understanding as we work through this, and well continue to keep you updated.


      Sincerely,
      The Access Self Storage Team

    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair 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.
      My storage unit that I have rented for years with access self storage had water damage from the sprinkler and they have not been willing to clean the unit from the ceiling debris or replace any of my items that got damaged. I was never called when this occurred and each time I call they have no answer. I was never offered the cleaning service by the manager ***************************** that other customers were given. When I followed up I am yelled at and told that the I had to go thru my insurance which self access dropped. However it is the fault of the business this occurred. I reached out to the general manager and there was no assistance or call back. I am at the mercy of 2 people in the office that is difficult to work with and won't give any answers.

      Business Response

      Date: 06/06/2024

      We were sorry to hear about the issues you experienced at our facility.  We take these matters very seriously and were committed to addressing your concerns promptly and thoroughly.

      The issue with the leaking water, which we discussed with you was caused by the gym above our facility.  It is our responsibility to address these issues and frustrations when they occur and try to work out the best resolution which I believe we have.

      We are committed to supporting our tenants and your satisfaction is important to us.  If you have any other issues or concerns, please call me directly at ************.

      *******************
      Access Management 

      Customer Answer

      Date: 06/06/2024


      Complaint: 21794284

      I am rejecting this response because:  I have tried reaching out to **** several times. There was never an answer and no voicemail to leave a msg, the call just drops.  I assume the staff knows this and this is the reason why they treat customers in the poor manner they do.  It is a lack of professionalism from the office and commitment to to satisfying the customer even at their fault.  Once the matter is completed for cleaning my unit from the ceiling debris that could have asbestos to reimbursement of damaged items i will state the complaint is resolved.

       

      Regards,

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

      Business Response

      Date: 06/11/2024

      Our staff was able to help with the customers unit being cleared out as well as a 3rd party vendor which we were more than happy to cover the cost.  It sounds like this complaint has been resolved and we can now consider this closed.

      Thank you for your time and patience.

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

      Operations Manager at Access Self Storage

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