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:08/05/2025

  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.

  On Sunday, July 6, 2025, we attempted to access our storage unit at ********* Halfmoon, owned by Storage Asset managament. after arranging and paying for transportation and moving services. This day had been specifically planned well in advance due to our limited availability. We were locked out of the facility without warning or notice.Upon arrival, we found a sign on the facility door stating the keypad was broken, and the entire facility was inaccessible. We had received no notification no email, phone call, text, or website alert regarding this issue. We called the after-hours number, but no one could assist us beyond offering an apology for the inconvenience." There were no alternative travel or rental options, and we were forced to drive over 3 hours home with an empty rental truck.This caused significant financial loss and personal distress. The situation was avoidable had the company provided advance notice or ensured on-site staff were available during normal operating hours. After speaking with two employees at the facility, we were offered a free months rent as compensation. This does not cover the financial loss we incurred.Our total out-of-pocket expenses amounted to $632, itemized as follows:$142 Train tickets $282 Truck rental $89 + $119 ****** services Receipts are available upon request.We are formally requesting reimbursement of $632, as these costs were directly caused by Storage Asset Managements failure to notify customers of access issues.

  Business Response

  Date: 08/19/2025

  During the July 4th Holiday weekend, we received notification that the rear entry keypad malfunctioned and stopped working properly. Since this was a holiday weekend, no vendor was able to fulfill a service call, so we attempted to complete the repairs ourselves. Unfortunately,our repair attempts were unsuccessful. Due to this, when the tenant, Scandinavia ****** arrived at the facility on Sunday July 6th she was unable to access the building through the rear entrance point. When the store manager discovered the situation with Scandinavia ****** we immediately apologized for the inconvenience, explained to them that the office was closed due to the holiday and offered a free months credit towards her account which in turn would allow the tenant to have more time to remove their items without occurring any further charges. This offer was accepted by Scandinavia Manon.

  Please note, Section 24 of the tenants signed lease agreement states:
  24. NO WARRANTIES: No expressed or implied warranties are given by Owner or any of its respective agents, employees, or affiliates as to the suitability of the Space for Occupants intended use. Owner disclaims and Occupant waives any implied warranties of suitability or fitness for a particular use. The agents and employees of the Owner are not authorized or permitted to make any warranties about the Space, or any storage Facility referred to in this Agreement. The Owners agents and employees oral statements do not constitute warranties and shall not be relied upon by Occupant. The entire Agreement and understanding of the parties hereto are embodied in this writing and no other warranties are given. Occupant acknowledges that neither Owner nor Owners agents or employees have made any representations or warranties, either express or implied, as to the safety of the Space, the Facility, or property stored in the Space and/or Facility, or otherwise, and that neither Owner nor Owners agents or employees shall be required to provide any security protection to Occupant or the Occupants property stored in the Space and/or at the Facility. Any security which Owner maintains is for Owners sole use and convenience and may be discontinued by Owner at any time without liability or notice to Occupant or any other party. There shall be no liability to the Owner, the Owners employees, or agents in the event alarm, video system, or sprinkler system, or any components thereof, shall fail or malfunction. Any video recording devices are not monitored. The parties hereto agree that the implied warranties of merchantability and fitness for a particular purpose and all other warranties, express or implied, are excluded from this transaction and shall not apply to the Space and the Facility referred to herein. It is further understood and agreed that Occupant has been given an opportunity to inspect, and has inspected the Space and the Facility,and that Occupant accepts the Space, and the Facility as-is and with all faults.

  Customer Answer

  Date: 08/19/2025

  [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: 23703038
  
  I am rejecting this response because:
  
  The businesss reply is inaccurate and fails to address the central issue of my complaint: I was denied access to my storage unit due to a known malfunction that the company failed to notify tenants about in advance.

  
  Access Issue, Not Suitability or *******************start="470" data-end="473"> *********** cites Section 24 of the lease (No Warranties), but that section pertains to the suitability and condition of the storage space itself and the owners disclaimers about safety/security systems. It does not give the company the right to bar paying tenants from entering the facility altogether, nor does it absolve them from the basic responsibility of notifying customers when access is unavailable. This was not a matter of fitness for a particular use or a warrantyit was a failure to provide the most fundamental service of a storage contract: access to my rented space.
  

  No Alternative Access or *********************start="1115" data-end="1118"> *********** admits they knew of the keypad failure over the holiday weekend and attempted repairs. Despite this knowledge, no tenantsincluding myselfwere given notice via email, phone, text, or website. A simple notification would have prevented my financial losses. Instead, I only discovered the outage after traveling over three hours with a rented truck and movers waiting.
  

  Financial *************start="1525" data-end="1528"> The free months rent offer does not compensate for the documented, out-of-pocket financial losses directly caused by their failure to notify:
  $142 Train tickets
  $282 Truck rental
  $89 + $119 Moving services
  Total: $632

  I have receipts for all amounts. The free months rent provides no actual reimbursement for these expenses.

  Furthermore, I only needed a free month;s rent because I could not access the space to move my belongings out.

  Resolution Requested

    I am not asking for speculative damages or compensation beyond what I directly lost. I am simply requesting reimbursement of $632, supported by receipts, which would fairly resolve this complaint.

  ***********s reliance on Section 24 to scare me away is misplaced, and their response avoids the fact that their failure to communicate caused significant financial and personal hardship.

  
  Regards,
  
  Scandi Manon
  
  
  
  

  
  

  Customer Answer

  Date: 08/27/2025

  Business contacted my personal email. When I replied to tell them I only want communications sent through the BBB, the businesss email system rejected my message. 

  Business Response

  Date: 09/02/2025

  Good afternoon, Scandia,
  I tried to call you today and leave a voice mail, but your voice mail was full.
  Weve reviewed your BBB complaint and response submitted. After careful consideration, we regret to inform you that we cannot approve your request for damages due to the reasons sited in the prior response.
  Best regards,
  
  ****** *******
  Director Risk Management
  
  ********************************************
  Office phone: ************
  ****************************** 
  
  

  Customer Answer

  Date: 09/02/2025

  [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: 23703038
  
  After careful consideration, I am rejecting the business's response due to the reasons sited in my prior response. 
  
  
  Regards,
  
  Scandi Manon
  
  
  
  
  
  
  
  
  

• 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