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:12/17/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 received a generic email from iStorage on 11/11/23 stating my payment would go up due to a system upgrade. That said:"Attention Customers:Your iStorage Storage facility at ************************************* is undergoing a system upgrade on 11/14/2023 that will affect payments. Our system will be down for a couple of days while this change takes place and we will not be able to process payments during this time. However, late fees will not incur during this delay."I only started with iStorage September 2023 and made my 1st payment October 2023. I saw that generic email and contacted iStorage before my payment was due to discuss the payment increase of more than 7% so soon into my contract. They said they would escalate my issue and have the area manager contact me. I have not been contacted since from the area manager. I have made multiple calls to iStorage that said "they would escalate". After multiple call, I was told to just make a payment and see if someone contacts you back but gave me a $25 late charge. As of 12/16/ 23 I have not received a call back. Since being a member, I've had to complain about the filthiness of the facility to include mouse droppings and a smashed in gate that allowed people to come in and out with out a code. I have also complained about the facility not being ADA ********* and I was told by the property manager ***** that I would need to pay more to get a 1st floor storage unit. I am on the second floor and due to an injury I was not able to go frequently because they only have steps for people to reach the second floor. I was not informed formally nor 30 days prior to my amount increase which one phone representative told me I was supposed to get. I have been given an email for the area manager at ******************** who I have emailed twice with no response. I feel scammed by this company and will attempt to retrieve my items after this matter has settled and hope there are no issues.

  Business Response

  Date: 01/11/2024

  Dear BBB,
  I hope this letter finds you well. We appreciate the opportunity to address the concerns raised by ******************************* in complaint 21017323.
  Firstly, we acknowledge the system upgrade that took place on 11/14/2023 and the associated email communication. We understand that this may have caused confusion for ******************. However, it's important to note that the system upgrade did not impact her late payment in December. We would like to clarify that ****************** received a first month free promotion in September but did not make a payment for that month.
  Regarding the rent increase, ****************** contacted us before her payment was due to discuss the increase of more than 7% in such a short time into her contract. Please note it is stated in our contract that rent can increase and we do notify of them of this. We do this by mail.  We assured her that we would escalate the matter, and the area manager was expected to contact her. Unfortunately as she contacted us in the December, which is for many the holiday season, there was a delay in the manager's response, and we apologize for any inconvenience caused.
  Contrary to ********************** timeline, she was contacted multiple times and advised to make the payment while we addressed her concerns about the rent increase. She paid on the 5th day of the new month which is why she got a late fee. We understand her frustration with the late fee, and we have credited this fee back as a gesture of goodwill.
  We apologize for any dissatisfaction with the facility's cleanliness. Please be informed that pest  mitigation is conducted every two weeks. The issue of the smashed gate was resolved months ago, and the delay was attributed to dealings with the responsible party's insurance.
  ****************** mentioned concerns about ADA *********** While we are unable to comment on ADA ********** in ************, we provided her with the option of a first-floor unit, and she opted for the second floor. Additionally, a letter notifying her of the rent increase was sent 30 days prior, although we acknowledge that we cannot control the delivery of the letter.
  We take customer feedback seriously and are committed to resolving any concerns. We appreciate the opportunity to address ********************** complaints and are open to any further inquiries or discussions to ensure a satisfactory resolution.
  Thank you for your attention to this matter.
  Sincerely,
  
  
  
  Lucky Raj |  Property Manager
  NSA Brands
   
  p |  ************
  e |  ******************

  Customer Answer

  Date: 01/22/2024

  The information entered from the property manger, Lucky is misleading and leaves out important facts. Stating that I waited until December to contact is also a false statement. I had documented multiple calls showing that I contacted them prior to December. They mentioned that in order to get a first floor unit I needed to use a handicapped individual's name or pay extra. They did not respond to this BBB complaint until January 11, ****. I moved out January 2, **** per iStorage's (a note) protocol and emailed them with the date. When they removed the late charge, I paid them and they unlocked my unit. To date, no area manager has contacted me. A response of false statements leaves a worse impression of this location of iStorage. I spoke to both property managers in person and no responses have been received to my emails. The issue was mitigated to allow me to move out but it caused a major inconvenience. I was not able to access my unit during this dispute so I the promotion rate given in September was paid for the time period I could not access my unit in December. There are photos and videos of the conditions within the storage facility to prove my statements.  

  Customer Answer

  Date: 01/22/2024

  Continued....I am also requesting this complaint be reopened as no contact from an area manager was ever made and I still had to pay an extra amount from the initial agreement.