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:10/30/2025

  Type:Facilities 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 feel obligated to share my experience with "Lock It Up Storage" in Oregon, Ohio. While I typically don't leave negative reviews, it’s crucial for potential renters to be aware of what they might face. I currently rent a large storage unit with four doors, and my experience has been far from satisfactory. Initially, only two doors would open due to rusted latches. Eventually, all four doors were replaced, but not without significant delays beyond what I was promised.
  
  After this issue, I faced further challenges when the staff misplaced the keys to my unit, preventing access to my belongings. After multiple visits, the site manager reached the District Manager, *****, who issued new locks and credited me for the three months without access.
  
  Unfortunately, my troubles continued. The inside of my units was as concerning as the exterior. The ceiling was caving in—a problem that should have been addressed before my renting. Although it was “repaired” after follow-ups, the process was careless, resulting in shattered glass ornaments throughout the units.
  
  Most recently, the key broke off in the lock when I tried to access one of my doors. The site manager informed me that breaking the lock would incur a $150 charge. This site has also had multiple managers during my rental period, indicating issues with management stability. After expressing my concerns and receiving no resolution, I contacted *****. While she quickly answered, her response was dismissive; she stated they would handle the lock but that it would be the last accommodation offered to me.
  
  Despite the appealing exterior, the internal management and maintenance have left much to be desired. I encourage potential renters to take these insights seriously and consider alternatives to "Lock It Up Storage."

  

  Business Response

  Date: 10/30/2025

  Thank you for forwarding this concern regarding a customer’s experience at our Oregon, Ohio location. We sincerely regret that this customer’s experience has not reflected the level of service and property care that Lock It Up Self Storage strives to provide.

  
  We understand the customer’s frustration and agree that they deserve a fully repaired and accessible unit. Our records confirm that the customer previously experienced issues with door function, which were repaired and credited accordingly. It appears that additional issues have since arisen, including the most recent lock and ceiling concerns.
  A maintenance rush request has been submitted to have the lock cut on Monday, November 3, 2025, to restore access as quickly as possible. The $150.00 lock cut fee is being waived. Our Maintenance Department has been fully briefed on the situation and will complete any necessary ceiling repairs promptly once the unit is accessible.
  Lock It Up Self Storage operates 17 locations, and we are committed to maintaining consistent quality and responsiveness across all sites. We are also reviewing communication procedures to ensure that future maintenance matters are handled more efficiently and with greater follow-up.
  We appreciate this customer bringing their concerns to our attention and remain committed to resolving them to their satisfaction.
  

  Sincerely,

  **** ***** ********
  Lock
  It Up, LLC ************

  Customer Answer

  Date: 10/30/2025

  
  
  Complaint: 24082299
  
  
  
  I am rejecting this response because:
  
  
  The ceiling was already “fixed” once before and the attached photos are currently what the ceiling looks like. I appreciate your prompt response but I do not feel like I need to remove everything in my unit or have movers come in and take everything out for the ceiling to be repaired. I would appreciate if Lock it Up covered the expense to empty the unit and move my items to a functional unit. If not, where would be items go while the ceiling is being repaired? 
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 10/30/2025

  *** ********,
  Thank you for your response and for bringing your concerns to our attention.
  Our maintenance team is scheduled to address the lock on your unit first thing on Monday, November 3, 2025, to ensure you have full access. Please stop by the office to pick up your new lock (provided at no cost) on either of the following dates:
  Friday, October 31, 2025, between 9:00 a.m. – 5:00 p.m., or
  Saturday, November 1, 2025, between 9:00 a.m. – 2:00 p.m.
  Please place the new lock on your unit before Monday so that our team can safely remove the existing lock containing the broken key.
  At this time, we do not have another unit of the same size available to accommodate your belongings. However, our team will move items within the unit as needed to complete the ceiling repair. The maintenance department has been made fully aware of this situation and will prioritize the work to ensure it is completed promptly and correctly.
  Before the maintenance department can enter the unit to complete the ceiling repair, we will need you to complete a new Authorization for Entry form. This ensures we have your written permission to access the unit solely for the purpose of performing the necessary repairs. The form will be available at the office when you pick up your new lock.
  We appreciate your patience and understanding as we work to resolve this matter.
  

  Sincerely,

  **** *****
  Director, Lock It Up Self Storage

  Customer Answer

  Date: 10/31/2025

  
  
  Complaint: 24082299
  
  
  
  I am rejecting this response because:  Thank you for your response.  I do have a few questions. How do I install the new lock with the old lock still on the unit and the old lock not being cut off until next week? I am also very concerned about the maintenance team moving my belongings to make room for the repair when they did that last time and broke several glass items, left them for me to clean up, and didn’t put my items back where they were originally? They had my items packed so tight that I couldn’t even get one of the doors open. I am open to a smaller unit for my stuff to ensure the repair is done correctly so the next renter doesn’t have the same issues I have had. Most of the furniture is no longer in the unit so a smaller unit would be fine. I would like this completed ASAP so the ceiling doesnt leak onto my items with the upcoming winter months.   Thank you again for your partnership. It’s nice that someone is helping me since ***** refused to talk to me and said “there is nothing more she will do for me”  

   

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

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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’ve been renting a unit at the Fremont location for 2+ years. On or about December 15, 2023, I turned in a notice to vacate for January 15, 2024 (per their process it should be 10 days before next billing cycle). On or about December 29th, I cleared out my unit with the intent to store some items while in the process of moving, hence the vacate date of January 15th. In doing this, we inadvertently forgot to put the lock back on the unit. On 1/1/2024, I was charged for the month of January (I agreed to pay full month since I wasn’t moving until the 15th) and the autopay came out of my account on 1/1/2024. On 1/2/2024, I received an email that I had been “moved out” of the unit. I called and asked why they marked me as moved out, since my move out/vacate notice wasn’t until 1/15, *****, Lock it Up, advised that she noticed my lock gone and my unit was empty so they marked me as “moved out”. I let her know I planned on using the unit during my move and she indicated that since my lock was off, it is policy to “move” out the unit. My thoughts are that being that I had been a customer for 2 years, what if someone broke into my unit and stole my items? Why didn’t they reach out to me to ask if I was done with the unit, since they noticed my lock off and an empty unit? I asked for a corporate number, as she was being less than kind, and was informed they are not “allowed” to give out corporate’s number and she would have someone reach out to me. It’s been over a week and I’ve heard nothing. I would like a refund for the month of January, since I was officially “moved out” in their records, when the actual move out date I provided was for January 15, 2024.

  

  Business Response

  Date: 01/11/2024

  First and foremost, I want to extend our sincerest apologies
  for the recent inconvenience you experienced at our Fremont location. Your
  satisfaction and peace of mind are of utmost importance to us, and it's
  disheartening to hear about the challenges you faced.
  We genuinely understand your concerns and share your
  disappointment regarding the handling of your unit after the inadvertent
  removal of the lock. Your loyalty as a customer for over two years is highly
  valued, and we acknowledge that the situation could have been handled more
  effectively.
  After thorough review of your case, we recognize that our
  team should have contacted you immediately upon noticing the missing lock and
  the empty unit, rather than assuming a move-out status. We sincerely apologize
  for any distress this may have caused, and we appreciate your patience as we
  address this matter.
  To remedy the situation, we will have issued a full refund
  for the month of January, as your official move-out date was scheduled for
  January 15, 2024. We understand the importance of maintaining the security of
  your belongings and recognize the need for better communication in these
  circumstances.
  Furthermore, to demonstrate our commitment to resolving this
  matter, we would like to extend a gesture of goodwill. We will move you back
  into your unit at no additional charge during the transition period until January
  31, 2024.
  Once again, we sincerely apologize for any frustration or
  inconvenience you have experienced. Your feedback is invaluable in helping us
  improve our services, and we are taking steps to ensure that similar situations
  are handled more effectively in the future.
  If you have any further concerns or if there is anything
  else we can do to assist you during this process, please do not hesitate to
  reach out to us directly. Your satisfaction remains our top priority, and we
  appreciate your understanding in this matter.
  Best Regards,
  **** ***** / Director
  Lock It Up, LLC
  ************

  Customer Answer

  Date: 01/11/2024

  
  
  Better Business Bureau:

  I spoke with ******, and am more than happy with this response and quick action. Thank you so very much!

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******