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:05/15/2025

  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.

  mass rodent infestation filed claimed with this conpany they refused to venmo needed a bank city code to wire transfer. i have no bank account. they said they would mail . per **** informed delivery no trace of actual mail. ***** provide a family members bank info dor instant wire. the is hate based fraud activity i can on assume as i hv similar delayed activity to date no mail i have paper trail of neglience lies

  Business Response

  Date: 05/16/2025

  When the review of this claim was concluded, we offered to send payment via physical check or bank wire transfer. We could not accommodate your request to send payment via *****, so payment was processed based on the mailing address you provided. Once received, we informed you that receipt of payment can take up to 10 15 business days. Physical checks are not overnighted and payment for this claim did not deviate from the standard payment processes in place.

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising 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.

  My storage of america located in ************* was broken into an investigation was done a couple months back I received an email on the 26th or March with the decision that they got my paper work so there insurance provider wk Webster would mail my payment of 2000 dollars that it would take 20 business days I reached out to wk Webster they sent an email trying to get personal information of mine that I don't want to provide and a copy of a computer spread sheet of a fake check that I know they never mailed out and after seeing all the reviews of all the other unhappy storage or america customers that also had to reach out to the bbb for help I decided to reach out to because storage of america is running me in circles hanging up on me acting like the calls keep dropping and telling me there trying to reach the insurance company and not returning my calls wk Webster stopped returning my emails after I told them I seen the reviews so I'm reaching out for the bbb HELP please this is so stressful after getting so much of my personal things stolen

  Business Response

  Date: 05/19/2025

  Thank you for sharing your feedback with us.
  We understand how frustrating the situation must have been, and it was never our intention to cause you any difficulty.
  As we mentioned to you, we had mailed out the check which you did not receive it unfortunately (a copy of the same was shared with you). We subsequently asked if you wanted a replacement check or a wire, but you said you would rather a check to be picked up in our New York office. Sadly, our manager was not available in the office that week due to an out-of-state commitment and we asked if you wanted us to process a check or the wire. We did not receive a response from you and thus sent a follow-up email to you. Our apologies if you responded to the email but we did not receive any response on our end.
  We can confirm a replacement check was mailed out last Wednesday (May 14th)and trust the check would be received shortly.
  Our goal is to ensure a smooth experience for our customers, and your input helps us improve our services.
  If there is anything else we can help with or if you have additional concerns, please dont hesitate to reach out to us. Your satisfaction means a lot to us, and we truly value exceptional customer service.
  Thank you for giving us the opportunity to address this issue. We hope to serve you better in the future.

• Initial Complaint

  Date:04/09/2025

  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.

  This person claims to be with an insurance company covering a storage unit facility in ***********. I paid insurance for a unit where an abtique guitar was damaged due to mold. I have been put off for months stating the claim is processing.

  Business Response

  Date: 04/16/2025

  The delay in the review and processing of your claim stemmed from the fact that we had to determine the cause of the mold/mildew damage being claimed for your guitar. Mold/mildew damage is not covered under the policy, unless it was caused directly by storage facility negligence. In this instance, the photographs and additional information received from the storage facility showed that the damage was limited to the guitar and the inside of this case.This was likely the result of natural humidity or the storage conditions of the guitar prior to being held in the storage facility, which suggests inherent vice. This type of loss is not covered under the Protection Plan (see section 4B below).
  
  QUOTE
  Losses Not Covered under the Protection Plan:
  Loss or damage to Tenant's stored goods caused by mold, mildew, or wet or dry rot.
  UNQUOTE
  
  This was communicated to you on 10th of April and suggested you provide any additional information to the contrary or indicates that the mold/mildew damage was caused by a covered peril. If so, we will review and reconsider it upon receipt.

• Initial Complaint

  Date:02/25/2025

  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.

  Hello, I am writing this formal complaint against our Claim (167/24/12849) not being properly addressed and prematurely closed. We have had our storage at US Storage *************************************** unit 1086 broken into sometime between the last week of August and September 8 2024. I discovered the burglary on September 17, 2024. The lock had not been drilled out but was replaced with a different/similar lock. There were no metal shavings on the floor to indicate the lock had been drilled out. I immediately informed the manager on duty, ****** who looked at and confirmed that "this is weird" since the lock had not been drilled out but was replaced with another similar lock. My wife and I filed a police report and a copy was provided to Tyreek so he could process the claim. When asked to review video, we were informed that we would need to come back in a few days and then we could watch it. ****** further explained that there is only 8 days of retention of video so we were only able to view September 8 through September 16. When my wife and I arrived to review video, there was a maintenance man "upgrading" the **** system. He was shown the replaced lock and commented that "this has been manipulated" and explained the only way to get the lock out, without the key, is to drill it out but no metal shavings were found. We went through the minimal available **** footage and saw no evidence of our theft. Since the site advertises 24/7 video recording, we were disappointed to learn that it only provides 8 days.We had learned that the claim was being held up because a ledger was missing from us. In October the ledger was emailed from US Storage to ***** **** (case handler).Over the course of the last 5 months we have called and left voicemails and have not had any return calls. We went online to check the status of our claim recently, and found the status had been changed to Closed. Reason for Closed, waiting on the ledger. How do we get this resolved?

  Business Response

  Date: 02/26/2025

  We note that you claim the rental ledger was submitted to one of our representatives, but our records do not reflect this. Also please note that all claims of theft involving storage units require proof of forced entry as noted by your protection plan.The lack of evidence of a break in may have contributed to the closure of your file. A dedicated agent will reach out to you to clarify the situation.

  Customer Answer

  Date: 03/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When we learned that WK Webster was claiming they had not received the ledger, we enlisted the help of the district manager ******** ****** who not only verified it had been sent but also sent a duplicate November 7, 2024. We have not received any correspondence from WK Webster. They do not return our calls or emails.The claim of "lack of forced entry " does not negate the fact that our unit was broken into and many of our belongings were stolen. The lock was replaced with another lock to give the impression that our unit was secure. Someone broke into our secure storage unit, stole our belongings and then replaced our lock with another lock. There is also the matter of missing video footage that would have shown the perpetrators because you advertise 24/7 security video surveillance but only had 8 days of video. This was also noted in the police report that we filed. We would like to be contacted by WK Webster for resolution. Whether it is from ***** ******, ***** **** or ******* ******.  

   

   

   

   

   
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 03/31/2025

  We are looking into this matter again and investigate further if there are any clarifications to the alleged forced entry. Should we need to reconsider your loss further, we will contact you immediately with our findings.  Your patience and cooperation are greatly appreciated.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair 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.

  This is the company handling my claim for Storage Rentals of America. My storage unit was broken into in July of this year. My claim was finally approved and paperwork signed 10/28/24 I was told I would receive check within 20 days. 20 business days was up on 11/26/2024 but still no check. I have been following up with ****. SROA told me that the check was supposed to be sent out by W K Webster and that they would follow up with them. They spoke with W K Webster who stated that due to a "processing error" the check was never sent out. **** **** agent advised me that she would get this handled. **** asked W K Webster if they could send check out with tracking that way I would know it is actually sent, plus it should be sent with tracking anyway due to the amount of the check. W K Webster said that they could not send it out with tracking. They say that they sent the check out on 12/5, it is now over a week later and the check has still not been received.

  Business Response

  Date: 12/19/2024

  Kindly note that the claimant has confirmed receipt of her cheque, and we hope therefore that the complaint can be closed. Thank you.

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The claim adjuster Timi was very apologetic and nice. I was able to receive the check and he made sure to follow up with me along the way. 
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/24/2024

  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 April 22, 2024, the agent at the storage unit help me file a claim, along with a police report. Someone cut the companies lock off, and stole 5 televisions, my mattress and boxspring from a new king size bed alone with other items. I have ******* insurance on the storage. She said it would take about 6 weeks to get my check, but I have heard nothing. I need the money to replenish my items. My children are sleeping on the floor. Could you please help me.

  Business Response

  Date: 08/05/2024

  Please note; this claim was received on 6/25/24, registered in our system on 7/8/24 and the release has been sent to ********* at Storage Rentals of America as of 7/24/24.
  Settlement awaiting signed release. 
  
  

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  Complaint  ********.
  
  You helped me with this issue for refund. It has 2 months with no response of refund. Could you please help. My family really needs a response as they've had 6 months. They said waiting on signed release. They waited since July 8th. I need help. Thank you desperately.  **** ********  

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  **** *******
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 09/18/2024

  Kindly be aware that the claimant has
  accepted our settlement offer and a signed release has been received. We are currently processing payment and
  hope the file can now be closed.

• Initial Complaint

  Date:07/08/2024

  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 have rented a storage space for four years. The location is at ****************************************. Secure space self Storage . Sometime in ***** 2024 I went to my unit 2020 and found mold on all of my furniture and household Items . I filled out a claim and submitted it 5-26-2024. I also submitted my claim to you on 6-19-24 . I received a text message from indicating you will funish us with a claim number. We have received nothing to date. We attempted contact with you on 7-4-24. On 7-6-24 we spoke to Bic an employee of Secure Space. We were told that I would receive a call from you. We are waiting for that call. ************************

  Business Response

  Date: 07/12/2024

  We can confirm we are writing to provide an update on the status of the claim and outline the necessary steps that have been taken to ensure its processing.
  The claimant has been contacted and informed about the additional information needed to proceed with their claim.

• Initial Complaint

  Date:01/29/2024

  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 items in storage at US Storage Centers in *********** (the ******************** location). When I went to retrieve my items, I discovered that my items had been infested with rat f**** as well as rats. Another rat came out of my belongings and ran up grandson's arm as we were unpacking my things. We submitted proper documentation to the storage center including a picture of the dead rat and the damaged inventory list. After submitting all documentation, ******************* at *************************** took over the claim. She stated that I was to only receive $500 for the rat infestation/damages. I asked for policy documentation stating this; it has yet to be sent to me at the time of this complaint filing. I believe I should have been compensated the entire amount of $2500 for damages. My items in the unit were over $2500 in value; I listed these items and what I paid for them in the damaged inventory list. Any help you all can offer would be greatly appreciated.

  Business Response

  Date: 01/29/2024

  
  Thank you for contacting us. We're sorry to hear of the dissatisfaction with regards to this particular claim but please note that the settlement offer is limited because of the circumstances of what occurred inside the claimants unit. In this respect, the circumstances surrounding this claim are infestation. We have explained to the claimant that the maximum amount she is *********** receive under the policy terms and conditions is $500.00 and have provided her with proof of this by sending her the Protection Plan Agreement. We hope that we can resolve this issue as quickly as possible. 
  Thank you. 

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair 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 purchased insurance with W. K. Webster Overseas **** through my moving company (************************** Logistics) as per their advice when making an international move this past July 2023. During the move, some of my solid walnut furniture was damaged. I filed an insurance claim on August 9th 2023. The insurance company offered me a settlement amount which I promptly accepted. It has now been 5 months since I made the claim and I have yet to be reimbursed. At first they asked for my mailing address so they could send me a check. The check was never issued. $ months later (i.e., in December) after pressure from my moving company, they asked for my wire transfer information. No wire transfer was sent as these are just stall tactics. The agent that was assigned to my case refuses to answer my emails so there is no way of getting in touch with the insurer. I am willing to speak to the media about this and am looking to be put in touch with lawyers that might be able to help me if the claim remains unsettled

  Business Response

  Date: 01/18/2024

  Dear Better Business Bureau Serving ************ ********

  Thank you for your email.

  We have reviewed our records and confirm receipt of the customer's wire payment instructions, which were provided on December 15, 2023. Regrettably, over the holiday season with some of our staff being on vacation and out with illness, this email was overlooked.
    
  This has been a case of human error, an oversight for which we ask you please accept our sincere apologies. We confirm that the claim was paid on January 17, ****.

  Please let me know if you have any questions.

  Kind regards

  W K Webster (Overseas) Ltd

  Customer Answer

  Date: 01/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  This said, there are a number of issues with the businesses response. WK Webster & ******** fails to mention that my claims agent ensured me that I would be paid BEFORE Christmas. And while I did indeed sent my banking information to the insurerfor wire transfer purposeson December 15th, they entirely fail to mention that 1.) On August 10th of 2023, I was asked to provide my mailing address so that payment could be made out to me via USD cheque, and that 2. I provided the insurer with said address on August 14th of 2023. Thus, the insurer was quite capable of processing my insurance claim without my banking information as far back as August of 2023. The banking information was only provided to the insurer in December when I learned that, in the intervening 4 months since I submitted my claim, they had failed to issue a cheque despite the numerous emails I sent inquiring after my claim.

  In short, it took over 5 months to receive payment from my insurance claim.

  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/29/2023

  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 10/25/23 I filed a Tenant loss claim paperwork for my storage unit which was broken into at US storage ********* ************** ****. Above claim was forwarded to the insurance company WK webster. On 11/6/23, WK Webster acknowledged the claimed. The insurance company requested further information from me which was police reported and picture of forced entry which they were all provided on 12/7/23. Since then I have not seen any updates on my claim. I have sent multiple emails to enquire on the status of the claim but no response. I am requesting for the desire amount to be paid to cover for my loss.

  Business Response

  Date: 01/03/2024

  Thank you for reaching out to us ****************. We have notified your case handler of your inquiries, and he will be in contact shortly if he hasnt already contacted you. We will see to it that your claim is brought to a speedy and fair conclusion.