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:09/30/2022

  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.

  We’ve been renting a few self storage units in Carlsbad, NM. We have been out of town with work the past month and have emailed, called beyond count and have no response from the main contact page nor the Carlsbad facility. When we do get back in to pay our units or someone to contact us back or answer the phone the fees will be beyond reason. I do not expect to pay these fees when this could have been avoided by someone contacting us or returning calls or just answering a business phone line. My 18 year old is in search of employment at the moment, do you just not have employees? We can get that covered for you as well. I just need to know our belongings won’t be rummaged through or sold and the avoidable fees fall off this time around. It’s happened in the past however we paid them even though we really shouldn’t have had to. They are in my husbands name: ***** ****.

  Business Response

  Date: 02/13/2023

  
  Response on behalf of:
  Storage Plus of Carlsbad
  **** ******** **** ******* ********* ** *****
  
  Regarding the complaint ********, Storage Plus of Carlsbad has resolved this complaint with the
  customer personally prior to this complaint received via mail. Customers complaints were resolved by
  October 22nd, 2022.
  Previous customer:
  Unit Lease Holder: ***** **** **** ** **** *** * *** * *** ******** ** ***** ************ ********************
  Unit Accessor: ****** ****
  ************
  No email or address on file.
  
  Both ***** and ****** had contacted the Property Manager at Storage Plus of Carlsbad. They were very
  upset because they had not been able to get ahold of anyone at the location via phone or email. During
  2022 there were several weeks that ******* had outages. Which ******* is who we have phone and
  internet through. During these outages customers were not able to reach the property manager via
  phone, text, or email. The property manager would respond to anyone who was able to leave a
  voicemail, text or email if it came through. It was never a guarantee that it did.
  
  Now, regarding the billing issues. The customer was credited $391.19 the moment that the property
  manager found out why there was a past due balance on their current unit they had. This credit was
  placed on the account on 10/22/2022. Where the confusion that happen is in the beginning the
  customer had two units. Unit H035 and Unit H030. Customer stated to relief manager who had left the
  company that they had moved out of unit H035. But when the newer property manager got on site to
  check the buildings there was still a lock on H035 therefore the property manager could not move the
  customer out of that unit until the lock had either been removed or the customer gave permission to
  the property manager to remove that lock. There had been multiple times via phone and email that the
  property manager had attempted to reach the customer and was not successful. So, that unit was not
  paid for and it started to acquire late fees. Then once it reached over 30 days late it acquired a lien fee
  which all fees and the dates of those fees are listed on the month to month lease the customer signs.
  After the 45 day mark which gives us the right to remove the lock and inventory the unit is when the
  Property Manger had seen that unit H035 was in fact empty. That is when the customer was able to be
  moved out of that unit. Unfortunately, the property manager had accidently moved the customer out of
  their occupied unit H030. So, as a correction the property manager just simply transferred the
  customers information from unit H035 to H030. The property manager did not know that when you
  transfer a unit from one to the other and it has a past due balance on that unit it will transfer to the new
  unit. That is when the past due notices started to be emailed out to the customer and then the
  customer reach out to the property manager. Which in turn the property manger reached out to our
  company adjuster who fixed the account for the customer. Which corrected the issues in this complaint.
  Customer then vacated the unit H030 by the end of October. This customer is no longer an existing
  customer with Storage Plus of Carlsbad.
  
  If you have any questions or concerns you may contact me by email or phone.
  ****** *****
  District Manager
  ************ ************************************