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:10/09/2025

  Type:Billing 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 rented a storage unit from Bolt Storage (*********, **) in August 2025 under a promotion for 75% off the first two months (August and September). I planned to keep the unit only during that time while moving between ************* September 2025, my payment declined without my knowledge. When I realized this, after getting charged a late fee, I immediately contacted Bolt Storage to fix the issue before more fees were added. Despite multiple emails, responses were delayed or absent, even though the company claims 24/7 support.On September 29, a representative confirmed in writing that they would waive the $100 lockout and related fees so I could pay the remaining September balance and close my lease. However, they have since backtracked and are demanding over $120, including those same fees.Due to their inconsistent communication, Ive been charged late, lockout, and extra monthly feeseven though Ive been trying to end my lease and retrieve my belongings since late September. My unit remains inaccessible, and it contains a car full of personal items.I have emails showing they agreed to waive the fees on September 29 and that I contacted them before new charges appeared. Ive offered to pay the original September balance plus a late fee (around $50 including insurance) but should not be responsible for fees caused by their delays or broken promises.I am requesting that Bolt Storage: Waive the $100 lockout and related fees as originally promised; Accept payment of the September base amount only; and Allow me to retrieve my belongings and close my lease immediately.This has caused serious stress and financial hardship, and Ive made every effort to resolve it in good faith.

  Business Response

  Date: 10/10/2025

  Attached is the email that was sent to him alerting him of the failed payment which he acknowledged on 8/29. As well as the new offer we sent him 2 days ago to pay $118.75 with zero response yet. Along with his billing history. However, I will waive all his fees and give him a prorated refund once he confirms his move out. The returned amount will be based on what day he finalizes his move out with us. He will need to call and confirm this deal and make a payment over the phone.

  Customer Answer

  Date: 10/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hi ********, 

  
  Thank you for getting this response back to me and I appreciate their answer. Before I can proceed with an answer to your team, I would like to see if I can get a written clarification from them about the following details to avoid any further confusion or miscommunication:
  
  The exact total amount I am expected to pay at this point. 
  
  The specific prorated refund amount I would receive upon moving out, or at least a clear explanation of how that refund would be calculated.
  
  Confirmation that all lockout and related fees are fully waived in a document as stated
  Assurance that once payment is made and move-out confirmed, my account will be fully settled and closed.

  
  Given my prior experience of inconsistent communication from Bolt Storages team, I need these details documented in writing before calling to make any payment. Once the information is provided, I will be more than happy to proceed and finalize the move-out promptly and give a response for your end. 
  
  Thank you so much for the help and facilitating this resolution!

   
  Regards,
  
  ******* ******

  Business Response

  Date: 10/16/2025

  Total amount due on his account is $262.75. I am willing to waive 4 fees that amount to $105. Which leaves him with a balance of $157.75 to pay. This would bring him current on rent till 10/28. If he moves out on the 28 no refund will be given. If he finalizes his move out with us by sending a picture prior to 10/28 I will give a prorated refund. Which will be $3.45 for each day. For example, if he moves out on 10/20, he will get 8 days back to him which will amount to $26.60. However, nothing will be waived until he calls to make payment. Once a new bill hits on 10/28 and he has not confirmed his move out he will owe another month. It would be best for him to call asap to get this settled and moved out. 

  Customer Answer

  Date: 10/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   This is not a solution to anything that was stated in my original complaint. I should not have to owe anything for October due to the fact that they were not answering my emails in a timely fashion, which caused this issue to move into October.  I tried to take care of this before the October cycle, and they held off on responding, which puts the problem on them.  They should waive October's rent as well, instead of the prorated refund.
  Regards,
  
  ******* ******

  Business Response

  Date: 10/17/2025

  Hi,

  You messaged us 6 days prior to your Oct rent being due. Our collections department does not work on the weekends and got back to you as soon as they could. Your last 2 payments have failed. You signed an agreement. Your stuff is being stored currently so you will continue to be billed until you pay your balance and finalize your move out the correct way. As stated, we will remove the 4 fees as a courtesy, but your billing is correct and needs to be paid. 

  Customer Answer

  Date: 10/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

   
  Once again, that is not my fault that the support team did not explicitly say that I would still get charged while waiting for an answer. Remind you, three and a half days the first time I waited for an answer, and 6 full days for the second answer. If you knew that it would be a long time for an answer to be given, as customer support and the issue regarding billing, including the client in on timeframes, and also letting them know that while waiting for an answer, they would still be charged for upcoming bills, this should be protocol.  How was I supposed to know that A) I would still be charged, B) How long you would take to give me an answer, C) Have to reach back out to even hear back from anyone on your team, and D) Know if I hadn't gone through with the plan that was given to me on the 29th was only for that day?  You have constantly gone back on your word while continuing to keep me in the dark until I emailed to get answers, when you have 24/7 customer support.  The only reason why my stuff is still being stored to date is because your team has not given timely responses, kept me in the full loop of every detail, locked my stuff during this entire time, and has continued to charge me when I explicitly said I can not afford to get charged anymore. It feels like you are deliberately praying on a ********** youth individual for simply asking for help before this all spiraled. 
  Regards,
  
  ******* ******