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:08/11/2024

  Type:Order 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.

  Complain: DECEPTIVE BUSINESS PRACTICE ************ uses misleading advertising to attract Customers and then imposes excessive price increases. At no point was I notified of the recurring rate hikes or the extra charges for unneeded protection.Notice: My initial contracted rate of $141.55 was immediately increased to $156.00, then to $178.00, and now stands at $203.00, all within a year!It is obvious that this Company exploits the fact that taking legal action or switching providers is both time consuming and costly, leaving long term Customers with no option but to accept the ever rising rates.Please be also advised that I made several attempts to resolve this price gouging issue with the managers in charge. Unfortunately, no reasonable nor justifiable explanation was provided.As a result, I am left with no choice but to seek your assistance and support in addressing this urgent matter.Please find herein enclosed all necessary documents showing my good standing Account with the company including a full payment History with Explanation.Thank you for your attention to this.Sincerely,*********************

  Business Response

  Date: 09/12/2024

  Hello,

  I've attached copies of the month to month lease, notes showing emails were sent to *** at least 30 days before the rate increase, our current rates for the unit she is in, and an email showing that we have decreased her rate to $179.  She is paying $82 less than we are currently renting that unit for to new tenants. 

  Thanks,

  Alyssa

  Customer Answer

  Date: 09/12/2024

  
  
  Better Business Bureau:
  AS LONG AS ADJUSTED RATE REMAINS UNCHANGED/ DOES NOT INCREASE IN THE FUTURE *
  -complaint ID ********, and find that this resolution is satisfactory to me. *
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:04/12/2024

  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 rent a storage unit here and I have been treated with the grossest disrespect ever in my life, they have wrongfully locked me out of my belongings twice, cussed me, screamed at me, lied about and to me, hung up on me. The first incident was in relation to the asst. ******* aggressively coming at my helper for holding sliding doors open for too long while he was trying to move heavy furniture in the building. He cussed and yelled at my helper and proceeded to lock me out of my unit without telling me. I only learned that i had been locked out when I went to go in the next day to grab some of my items. The asst ******* was there and he continued to yell and tell me that we were holding the doors open and my helper had yelled at him, he refused to show me any footage of this interaction and refused to allow me into my unit that I had paid them for even though I was in there in a tank top in the freezing cold and told him that I didn't even have a jacket to put on because they were all in the unit. I called the police who did nothing and corporate who never even called me back about the issue. I ended up going in and speaking with the ******* the next day who screamed at me in my face, cussed at me told me to shut up and finally I cried and begged him to let me go down and grab some of my belongings. I tried to make things right and be the bigger person and calm things down. fast forward a few months my bill has been paid every month, one day while organizing my things I left a broken down plastic drawers and a bag of a little bit of trash in a neat pile next to the door, it wouldn't fit in my car And it was late at night and i planned to come get it the next day. They contacted me via email and told me that they were going to charge me upwards of $300, i told them that I would be there as soon as I could to grab it that it wouldn't fit in my car they continue to threaten me. I collected the trash within 36 hours and they added a 60 trash removal fee on my bill.

  Business Response

  Date: 08/21/2024

  This tenant was evicted due to staying on the property past open hours, living in the parking lot over nights. She violated her lease agreement on several occasions and was asked to move out of the facility.

• Initial Complaint

  Date:04/11/2024

  Type:Order 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.

  Rented 24 hour storage unit and was in process of moving household items into storage and was locked out of gates at 10pm causeing thr entire trailor and truck load of items to be ruined by rain and weather and storage management company refused to replace items that were damaged and refused to acknowledge error on ther part and replace damaged items

  Business Response

  Date: 04/23/2024

  To whom it may concern, our site at the ******, ** location has never been a site with the option to provide 24-hours access to our tenants and is not promoted on our website. Attached you can find a document related to our property website with the site hours and access hours. ************** completed the move in paperwork via the website on 1/15/2424 @9:42am with a 1st. month free and into a unit size 5x10, this size was not suitable to her needs, and she was transferred to a 10x10 size the same day almost at closing time, contract was signed at 4:59pm. The lock on the unit was missing and reminders where sent. Attached you can find notes from our call center when ************** contacted us requesting access to the site after hours. After ************** completed her move in, she did not commit with monthly fee payments, and she was introduced to the auction process, she refused to conduct payments and requested a call from the District Manager, the District Manager unsuccessful reach out to the tenant and she was unavailable to discuss the account. ************** conducted payment on 4/23/24 and to assist her we waived a one-time fee of $35. ************** never mentioned any damage to her item located in the unit, and she is currently under a protection plan that she can place a claim for the items as part of our policy.

• Initial Complaint

  Date:10/06/2022

  Type:Order 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.

  Rented storage unit beginning 10/20/21 ($525). Claim to have 24/7 recording devices and give appearance there are employees on site. Neither is true. After setting up payments and move-in, no longer respond to calls. Unit (***, ********) was visibly burglarized and months passed without being notified (while continuing payments). Sept 16th was my first visit since Jan, so exact date is unknown as I was never notified. Someone, whom I highly doubt was the thief, or random passersby, tied a little wire around where the latch was cut. Police and employees of unrelated business on site confirmed these break-ins occur weekly. There were other compromised units where you could see the previous shoddy repairs. They are well aware of the problem, yet do nothing but accept payments for services they fail to provide. I have called twelve times, leaving messages for local manager *******, district manager ***, as well as Storage Asset Management. I also visited the main office, where the manager is supposed to be during business hours (according to call center employees, the only humans you can reach). Instead, doors were locked, lights were off, with a sign on the door to call managers cell, which of course she does not answer (nor return calls). Three weeks later, and nothing. An officer informed me they reported their cameras allegedly stolen in early September, yet customers were not notified of any security breach to date or that the recording services they contracted to provide were no longer available. Cameras have not been replaced (as of a few days ago), and there are no remnants that indicate this system ever existed. I do not expect them to be responsible for the property, but I do reasonably expect them to provide services as stated (secure, with digital recording), notify customers of breaches, exercise some duty of care, and at a bare minimum, have the decency and professionalism to respond to paying customers.

  Business Response

  Date: 10/21/2022

  Dear *****************************,

   

  Our Management began with this company on August 15, 2022. Upon our takeover managing the property, we learned that there were issues on the property, and we have been actively trying to contact all tenants involved. I am the district manager that was named in the complaint. Unfortunately, I was not aware of the tenant trying to contact us. I have reviewed notes on the file for the unit, and it shows where we tried to contact the customer on 9/10 and had to leave a voicemail for the customer. The DVR was stolen from the property prior to our management. I met with a security company during the week of September 12^th to get a solution for a better camera system. However, this process does take time to complete due to the amount of damage caused by the theft. I have tried to contact the tenant to resolve this problem. I have left a voicemail and emailed the customer as well. I am waiting for a response.

   

  This is not a representation of our management company. The problems presented are prior to our management on the property. We are working to resolve the issues; however, this is not an overnight procedure that can be fixed. I asked for the local police department to assist with deterring the criminal activities by driving through the property throughout different shifts in August when we started managing the property. We are working diligently on our end to rectify the issues with this property. Unfortunately, I cannot speak to anything that happened prior to our management on the property for this customer not being notified of any issues on the property. We are happy to discuss this matter in detail and come to a reasonable resolution as soon as tenant will return our messages.

   

  Kay T*********

  District Manager