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Business Profile

Storage Units

Citizen Storage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage Units.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/06/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    Under Locker Room Mini Storage I always paid on time, never needed proof of insurance on my possession. Unknowingly Citizen Storage took over and had trouble reaching them for explanation of their policy and issues reaching them to give them proof I had insurance. I finally got a hold of them gave them my insurance proof thru State Farm. To my surprise I go to pay my storage bill for 6 months not aware I was being charged for insurance eventhough I gave them proof of my insurance and didnt need theirs. This company took over and screwed me out of a full 6 month payment. They worked with some other clients but screwed me because of trouble communicating with them during the change process. They have hidden fees that don't seem right when we weren't restricted access to our property before Citizen took over. Now they claim I was only paid up to Feb 28, 2025 when I talked to them about them having proof of my insurance. I think their business practices are to only profit them and hurt the customer. I only found out today in an email that I had a payment due not aware of a late fee. I argued this back when I made my payment back in **************** **** Michigan supervisor address insurance charge that shouldn't be charged because I proved I had insurance on my property, and should be paid up to 3-31-25. On 7-10-24 I finally was able to send them proof of my insurance. but to be penalized for having trouble finding out how to get proof to them was unfair.

    Business Response

    Date: 03/13/2025

    I have been in touch with ***** and we have the situation resolved. The late fee was removed and she is fully paid through 3/31/25, as expected when she made her payment in September for 6 months. We've had a few conversations via phone and email, and hope her experience with Citizen Storage has been more positive since making me aware of the situation. 

    Customer Answer

    Date: 03/22/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 23031770

    I am rejecting this response because:

    I have not seen any proof by them that I have a new statement showing I am paid up to 3/31/25 all I've received is small stuff that doesn't show this I should see a statement that shows a full payment up to 6 months of payments reflected not one that shows up to Feb 28th. I have yet to see a revised 6 month proof that shows a statement of the full 6 months paid reflected on the print out of the 6 months paid in full not a mesly thing they create that doesn't reflect the original statement should show paid in full with a neg to cancel out the insurance charge that should have never been added to the bill since I gave proof had my own insurance. Not my fault took time because of there inability to reach them in a timely matter that they concocted with an uprupt take over assuming that we could settle insurance proof in a couple days it was not right they gave a window that couldn't be meet because of their ability and no way to contact them to timely give proof. I was surprised to see a charge for insurance after communication to send them proof once had information on how to get them proof of insurance but a month later to penalize me for difficulty in reaching them to prove had insurance and didn't need theirs.


    Regards,

    ***** *******








  • Initial Complaint

    Date:10/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The business in question has started charging renters for insurance on their storage units unless they are able to provide proof of insurance. I provided proof of insurance to them before they started charging, yet I have been charged for this insurance for the past four months now. I have called numerous times asking for them to refund my money and to stop charging me. Every time I have called they have said they have proof of my insurance, and they are not sure why I am being charged, yet I have yet to get a refund and they continue to charge me. I can't stop paying them or they can get rid of my items, but they can steal $19 a month from me and I feel like I have zero recourse to take against them. They now owe me $76. I want to stop being charged and would like my money refunded.

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 initial business transaction was with Locker Room Mini Storage, LLC. On March 28, 2024 I paid for a full year of rent on a storage unit, totaling $127.08. At some point, Locker Room sold their business to Citizen Storage, and I received a letter with the new terms of agreement. I declined these terms and vacated the unit on May 29, 2024. I was told by the woman in the office that I would have the refund on the 10 months of storage I had prepaid within 30 days ($105.90 due to me). I contacted Citizen Storage on July 10, 2024, and was told a representative would call me within 48 hours, which did not happen. I called again on July 17, 2024, and was on hold 15 minutes. I terminated the call when no one answered.

    Customer Answer

    Date: 08/13/2024

    I wanted to inform you that I have received a check from the merchant, Citizen Storage, for the amount due to me, so I consider this case as resolved.
    Thank you for your assistance.

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