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.

  
  
  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,
  
  *********************
  
  y 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

• 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

  
  

• Initial Complaint

  Date:08/12/2022

  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 feel this Company violated the DISABILITY RIGHTS ACT. They allow employees to attack even Disabled customers. They condone violence and their employees unruly behavior. In April 2022 i went to this Company's Business called Storage Sense in Oak Park, MI. Tom the Manager said they only had 1 storage unit left which was the most costly one they had. I found out he was lying it wasn't the only one they had that day. Around the end of May 2022 beginning of June 2022 my identity was stolen and my Life was turned upside down. I fell behind in the payments. In July Tom told me if i came on 7-26-2022 i could get all of my items out and do a Pay and Vacate for $353.00. That day the bank unfortunately had not unfrozen my assets. Tom told me to come on 8-1-2022. I go back on that Date and Niki the other Manager was there. She started out acting like she didn't want to be bothered. I told her why we were there and i wanted to get our belongings especially our Medications we need because i'm Disabled and suffer from Mental Health Issues called ************ ******** ********. Niki rudely tells me "i don't care about any of that" in front of my 2 kids one who is Special Needs and caused my children to be upset. There was also other customers there. As i was walked away from the counter Niki thrn get louder and says "get out of my store you aren't getting a pay to vacate get out of here" in front of my kids and other customers. Niki also locked us outside in the rain. On 8-11-2022 Niki called me. I told her how dare she call me. She made a rude remark and hung up. I called and i spoke to Tom. I asked why they Intentionally have Niki call me given how she treated me. Tom laughed and yes i probably did say something i shouldn't have but due to my Mental Health i had an outburst. The District Manager Jeff H******** changed the price from $353 then 500 now $1,058. All 3 of them should be FIRED for their Racist Rude Behavior. I called Storage Asset on 8-12-2022 and got the run around.
  
  I believe my DISABILITY RIGHTS were violated due to this Company allowing their employees to attack Disabled customers. In April 2022 i went to their Company Storage Sense in Oak Park, MI to rent a storage unit. The manager Tom told me they only had one unit left which was their most expensive one. I found out Tom lied. It wasn't the only unit they had. The end of May 2022 i was a victim of Identity Theft which was Detrimental. I fell behind on payments due to this. In July 2022 Tom told me in can come do a Pay and Vacate for $353 on 7-26-2022. The bank had not unfrozen my account so Tom told me to come back on 8-1-2022. I arrived on 8-1-2022. The Manager Niki was there. She acted like she was in a bad mood. I told her why we were there and about the Pay to Vacate. I told her i wanted to get our things out especially our medications because we're Disabled and i suffer from a Mental Health Disorder called ************ ********* ********. Niki decided to play tough and tell me "i don't care about any of that" being Rude in front of my kids one who is Special Needs and other customers upsetting my kids. I was appalled so i backed away from the counter to try and control my Mental State. As i walked away Niki became loud and ghetto telling me "get out of my store you aren't getting a pay to vacate anything get out of here". The District Manager Jeff H******** contacted me. Not once did he apologize for her behavior he condoned it. He sent me an email telling me i can get the Pay and Vacate now for $500. On 8-12-2022 i got another email now for $1,039. On 8-11-2022 they knowingly and intentionally let Niki call me. I asked her why did she call me. She was Rude again and hung up in my face. I called back. Tom was Rude and laughing provoking my outburst. I don't remember all i said. This Company condone violence and hate but try to play victim. I told Jeff in 11 emails i could get all of my items on 8-26-2022 when the bank unfreeze my assets. He ignored my request.

  Business Response

  Date: 09/07/2022

  Here is our response to the complaint ******** filed by ******* ****. Although we started out working with *** ****, she has consistently broken “her” promises to pay. She has become threatening and verbally abusive. We will extend the last offer to pay $500, sign a Pay & Vacate, and then vacate the space in its entirety.
  
  Her last payment on her storage unit was 5/26/22. Her current balance is $1039.20. Below is a timeline of events:
  
  6/16/22 – Promised to pay on 6/24/22 or 6/27/22
  
  6/23/22 – She emailed the store stating she would make payment on 6/27/22
  
  7/2/22 – She called, left voicemail, asking for a payment arrangement.
  
  7/2/22 – We returned her phone call, no answer, left voice mail.
  
  7/6/22 – She called,  left message with our call center with a promise to pay on 7/8/22 and then again on 7/15/22 – stating she would be paying the balance of $554.40
  
  7/9/22 – She called, left message asking what she needs to pay (no payment on 7/8/22)
  
  7/10/22 – We returned her call, she asked for help, manager stated he will speak to the DM and get back to her.
  
  7/12/22- We spoke to customer again and offered that she pay $351.40 and complete a “Pay & Vacate”- she said she would and would be in on 7/26/22
  
  7/23/22- She called, got the call center, but only wanted to speak to Nikki (who was not there), stated she would call back.
  
  7/26/22- She came to the store and stated the person who was to help move her stuff broke their ankle, stated she would pay full balance on 7/29/22 and move out.
  
  7/29/22- She called, left message that she will vacate on 8/1/22
  
  7/30/22- She called again, got the call center again,  she stated no one called her back and again stated she would be there on 8/1.  Her message the day before does not ask anyone to call her back.
  
  7/30/22 – She called again spoke to AC but only wanted to speak with Nikki so did not leave a message.
  
  8/1/22 – She called again, got the call center, and left a message with the call agent that she may call back later.
  
  8/1/22 – She came into the store, stated she wanted to do the “Pay & Vacate” BUT she said she would not take all her stuff. Nikki explained that is not how it works. We are extending a “Pay & Vacate” – taking less than what is owed but she must vacate the space in its entirety. She cannot leave us the stuff she does not want. She started calling Nikki names and cursing at her. Nikki asked her to leave. She left and then came back into the office, she requested Nikki write down her balance. Nikki printed off a balance due report for her unit, then she left. The district manager, Jeff H********, called her the same day. Below are the notes from his call:
  
  I spoke with this tenant on 8/01/22 and wanted to reiterate what SM Nikki tried explaining on how the pay and vacate works as *** **** wanted to pay the scheduled amount (which was not discussed) but only remove the items she wanted to keep and leave the rest in the unit (stove, dresser, etc.). I explained to her that in order to work out the agreement, the unit would have to completely empty in order for us to part ways in good standing. I explained that if items were left, we would be left with no choice but to charge her the disposal fee for a company to remove the items and whatever the leftover balance is, would be sent to collections. She is also aware that the unit is scheduled for the 8/18/22 auction and she would need to move quickly in order for her items to be secured. I will be e-mailing her a blank pay and vacate form today so that she can review all the terminology and be well aware of how the agreement works should she want to go this route. Nikki tried explaining this, but *** **** again only wanted to get the items she wanted and became upset and was asked to leave the store because she was making a scene. I spoke with
  
  this tenant for almost 45 minutes as she was telling me how her identity was stolen and her version of how the conversation went with Nikki. I told her the price for the pay and vacate would be $600 as her current balance is $990.80. When I e-mail her I will offer $500, which is approx. half of what is currently owed. It should be noted that during our conversation, *** **** mentioned that she will be getting her lawyers involved several times during our conversation.
  
  8/3/22 – Another email sent by Jeff H********, District Manager 
  
  Hello *** **** - I wanted to provide you with the blank Pay & Vacate document that we discussed via phone when we spoke on Monday 8/01/22 so you can further review how the agreement works. In order pay the specified amount and complete the process, the unit would need to be entirely cleaned out within 24 hours. If the unit is not cleaned out, there will be a disposal fee added to the account and the balance would be sent to a collection agency. The unit is currently in auction status and that auction will end on Thursday 8/18/22 @ 12:00pm. The current balance is $990.80 and we are willing to offer a set amount of $500, which is $100 lower than what we discussed on Monday. If interested, please contact me and we will move to the next step in this process. Please note, we would need to receive this payment and signed agreement by 6pm on Monday 8/15/22 so we would have ample time to cancel the auction on our end. Please let me know if you have any questions. 
  
  8/11/22 - We did not hear from her again until 8/11/2022 although we called and text her several times. On this day, she called us and below are the notes from that call from the DM. 
  
  This tenant called into the store on Thursday 8/11/22 in a threatening manner. She stated in the phone call why are we reaching out to her and if Nikki calls her once more time, she will come up to the store to break her neck. The call was recorded and sent to me so I can review. At this point I am not comfortable inviting this customer to the store to complete the Pay and Vacate agreement and I tried calling her from the Redford location on 8/11/22 but was unable to connect. In my e-mail message to this customer on 8/12/22, I explained to her that based on threats to the staff, we are unable to move forward with the courtesy of the pay and vacate agreement. I also have several text messages and e-mails all saved that have been sent to me, many of which have a threatening and unprofessional tone. I have informed Regional Jeff Fickes on this situation and have sent him a few of the earlier e-mails that this tenant has sent and have forwarded him the e-mail I sent on 8/03/22 as well as the e-mail I sent on 8/11/22. After I sent the message to this tenant regarding her threatening remarks, I received another message stating she has "Intermittent Explosive Disorder" and she sends me 6 attachments explaining the disorder. In another message, this tenant also explained that she has been told of other big companies that her complaints were costing them a lot of money. As stated, I have all e-mails, texts, and phone recordings saved over the past few weeks regarding this situation. 
  
  8/15/22 – She called our Corporate Office, spoke to our Office Receptionist, Breanne, who sent it to the Regional Director.
  
  8/16/22 - I call her, leave a message introducing myself and asked her to return my call.
  
  8/17/22 – She calls the Corporate office again, leaves a nasty voice mail stating no one has called her. That Breanne is a fat lazy racist pig and other awful words. (She apparently doesn’t listen to voice mails)