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Business Profile

Storage Units

Forward Storage-Salem

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:05/06/2025

    Type:Facilities 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.
    The business is a self-storage company. Approximately one month ago a person drove into the gate and damaged it so that it will not close. The company has refused to fix the gate, so there is NO security at the storage facility.

    The facility is in a poorly-lit industrial part of town where no one lives, so there is little traffic to notice anyone trying to break into a unit, or coming and going from the facility, at all hours, because there is no gate. There is also hardly any camera security, if any. There looks to be one camera, and it may not work.

    The company's customer service on the phone is VERY POOR and they do as little as possible.

    I am now paying $41 a month for ZERO SECURITY. Since they are not providing the service of security and a locked facility, I want my money back until the gate is fixed.

    Business Response

    Date: 05/12/2025

    We appreciate the opportunity to respond to this concern and take all customer feedback seriously.Approximately one month ago, the front gate at our storage facility was damaged by a tenant who accidentally drove into it. Since then, we have been actively working with their insurance provider to approve and facilitate the necessary repairs. Unfortunately, the process has taken longer than expected due to the nature of insurance claims, which are beyond our direct control. We understand how important security is to our customers and share their frustration regarding the delay.During this time, our team has continued to monitor the facility closely through regular staff visits and remote surveillance. We have not received any reports of break-ins or unauthorized activity, and no other tenants have expressed safety concerns or requested to terminate their rentals due to the situation.While the gate is a key component of our security measures, it is not the only one. The facility remains under video surveillance and is patrolled periodically by staff. We acknowledge the customer's concerns about lighting and security presence and are currently reviewing those areas to ensure continued safety and peace of mind for all tenants.Please know we are committed to restoring full functionality and maintaining a secure environment as quickly as possible. We appreciate the patience and understanding of all our tenants during this time.Sincerely,Forward Storage

Forward Storage-Salem is NOT a BBB Accredited Business.

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