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:03/15/2025

  Type:Sales and Advertising 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.

  After winning a unit I went to facility to pay for it and as me ,my witness and employee were unlocking unit she informed me that they had been in unit, opened items and moved things. When I told her I wasn't comfortable with that. She offered to cancel auction and I agreed . It was a mutual agreement and I had a witness with me. Well the employee went straight in and told st I refused unit. COMPLETE LIE AND SHE KNOWS IT. I would say my word against hers, but I had a witness that heard the whole thing. ST suspended my acct because of a lying employee that was scared to tell the truth for fear of losing her job.. I NEVER REFUSED ANYTHING. I have bought plenty of units paid for,cleaned out and had good standing with st. But because of some lying little employee I now don't. St needs to review these facilties and stop letting these scamming ,stealing,liars get away with ruining peoples accts. Stand up for your customers. The ones that pay you . So now you have the audacity to tell me that you will reinstate my acct only if I pay you more money . Bad customer service. You also said I can not bid on any unit at *********. because this is where the lying, stealing employee thought it was a good idea to lie to st because she was upset that she got caught admitting to tampering with unit. Which that's awhole can of worms she going to wish she hadn't opened. Oh and not being able to talk to customer service unless you pay them even more money is just bad business and you should be ashamed of yourselves.

  

  Business Response

  Date: 03/19/2025

  Dear BBB Representative,

  Thank you for reaching out regarding ***** Pattons complaint. After reviewing the details of this situation, including the facilitys account of events, we would like to provide clarification on how this matter was handled.

  Ms. ****** won an auction for a storage unit that explicitly stated in the description that a firearm inside the unit was not for sale. Upon arriving at the facility, she completed payment but refused to allow the facility to remove the firearm, despite this being a clear requirement of the auction. The facility attempted to resolve the situation by involving another staff member, who reiterated that the firearm had to be removed per their policies. Since Ms. ****** would not comply, the unit was not canceled; instead, it was awarded to an alternate bidder in accordance with the facilitys rights as the seller.

  Ms. Pattons account was reviewed as part of our standard process, and while this was her first infraction on StorageTreasures, her actions did violate auction terms. However, after completing our standard review and reinstatement process, her account has already been reinstated. Given that all protocols were followed correctly and the matter has been resolved, we do not believe any further action is needed.

  StorageTreasures remains committed to fair and transparent auction practices, and we appreciate the opportunity to clarify this matter.

  Best regards,
  ***** *****
  Director of Customer Service
  **********************

• Initial Complaint

  Date:03/08/2025

  Type:Customer Service 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.

  I received emails stating I was outbid and then my account was suspended. I have emailed them twice with no response. I would like to know why I am suspended first of all and second of all for a unit I didnt bid own and I communicated all of this. When I contacted a lady in regards to a the charity unit she was very rude. I would never bid my on something that takes forever to get too. My explanation didnt matter then came the threatening email. I emailed storage treasures again this morning and still nothing. I would like an answer and all my many units I have won, I have always cleaned out like I am supposed too before the days are up.

  

  Business Response

  Date: 03/17/2025

  Dear ***,

  Thank you for reaching out. We understand your frustration and appreciate the opportunity to clarify this situation.

  After reviewing your account, we verified that multiple bids were placed on the auction in question (that caused your account suspension) over several days. Because our bidding process requires bidders to confirm their bids multiple times before submission and provides reminders of our policies, we must hold all bidders accountable for picking up the units they win.

  That said, we recognize your positive history with StorageTreasures and the many successful cleanouts youve completed. As a courtesy, we have reinstated your account. However, we kindly remind you to review your bids carefully before confirming, as future instances of non-payment or non-cleanout may lead to another suspension.

  If you have any further questions or concerns, please dont hesitate to reach out to our support team. We appreciate your business and hope to continue providing you with a great auction experience.

  Best regards,
  ***** *****
  Director of Customer Support

  Customer Answer

  Date: 03/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:02/20/2025

  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.

  Jan 22 I won 3 unit auctions. The first location I went to was ********* on ********, and the regional manager happener to be there that day. She told me that she'd mark the system that I had through the end of Jan to clear out all 3 units I had won. I cleared out the unit at that location that weekend, and I believed I had more time to clear the other 2. I got a notification from storagetreasures next day that ******** reported me for failing to pick up & my acct was suspended. I have worked tirelessly to try to resolve the suspension. I called and left messages and sent emails to the Elkridge store many times. I contacted the Baltimore store and talked to associates more than once. I finally reached someone at the ******** location last week and they advised me that only that regional manager whose name is ******* can handle the resolution of the storage treasures suspension issue. I explained all of this to the staff at storage treasures at least three times either using chat or by the customer service phone number, and they have told me that there is nothing they can do until they speak with the facility manager because they take the facilities word for it always. I cannot get the public storage regional manager to call me back or email me back or contact storage treasures. So I have not been able to bid on any units and my job is at risk due to the executive orders, so I am looking to continue additional revenue streams. Another issue that just arose today- my boyfriend created his own acct and bid on 2 units. he paid for a premium acct so he could add me as an auth pickup person. After winning the units he saw my name isn't on the invoice. He chatted with storage treasures customer service and they informed him that I can't be an authorized pick up person. He wouldn't have bid had it stated anywhere that an authorized pickup person has to have their own accounts in good standing as well. Now his acct is at risk of suspension if this isn't resolved tonight.

  

  Business Response

  Date: 03/06/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience you've experienced and appreciate your patience throughout this process.

  After reviewing your account, we are pleased to inform you that your account has been reinstated. We understand how important it is for you to continue bidding and generating additional income, and we hope this resolution helps.
  Regarding your boyfriends account, we apologize for the confusion surrounding the authorized pickup process. To clarify, all authorized individuals must have an active StorageTreasures account in good standing. Since your account was suspended at the time, this impacted his ability to designate you as an authorized pickup person. However, if you could please provide us with the registered email address for his account, we would be happy to review and assist with his reinstatement as well.

  Thank you for bringing this matter to our attention. We apologize once again for the inconvenience, and we are here to assist you further if needed.

  Best regards,
  ***** *****
  Director of Customer Support

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair 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.

  I won an auction but due to unforseen circumstances was unable to pickup. This is a first time occurrence for me. I have successfully paid for and cleaned out several other auctions. My account was placed in suspension. I have been trying to reach the company to appeal my solution and instead I am told to use their online chat. Which doesn't work. The person behind the email is beyond unprofessional. I would like to hear from a supervisor.

  

  Business Response

  Date: 02/02/2025

  Dear ********,

  Thank you for reaching out regarding your account suspension. We understand that unforeseen circumstances can arise, and we appreciate your history of successfully completing previous auctions.

  As per our policies, accounts are placed on a 30-day suspension when a unit is not picked up, as fulfilling the cleanout requirement is a key part of our auction process. However, given your track record of 18 successful unit purchases, we are willing to reinstate your account early and waive the requirement to upgrade to a Pro membership. Your account is now active.

  We strive to provide clear and accessible support, and we regret any frustration you experienced while trying to reach us. If you have any further questions or concerns, please feel free to respond directly to this message, and wed be happy to assist you.

  Best regards,
  ***** *****
  Director of Customer Service

  Customer Answer

  Date: 02/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:01/19/2025

  Type:Customer Service 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.

  1. Account suspended for failure to clean out a unit ( 1 only ). 2. I injured my back and loading my truck at said unit, had to go to the ** get a ******* injection and medication along with ice heat for the next few weeks. 3. Spoke with **** of customer support. They said if I had the ********************** facility contact them as I also left that facility my cash cleaning deposit because of this that they would lift the suspension. So I contacted the storage facility and they were happy and did contact storage treasure to assist me like any decent human being would in this situation. 4. I reached out to storage treasures for and update and got a different person this time (******** *********) and they decided to completely ban my account due to my wife creating an account 2 weeks after my suspension in her name with her ID and her card ( she likes finding **** nacks for the house and she could not utilize my account at the time door to a suspension that should have never happened ), I have been very patient with this process even when ******** ********* was in no way attempting to help especially when I did exactly what they ( **** ) had asked of me along with providing medical documentation of my injury. I was polite and patient during all communications but did not receive the same in return from ******** *********. Final. My account shouldnt have been suspended in the first place.the facility itself has told you that ******** *********. To boot not only have you ******** ********* decided to indefinitely ban my account you also did the same to my wife. I am disappointed in the person you are ******** ********* but just feel bad you have stripped a hobby from my wife for no reason. You need to do better storage treasures. I have all documentation from the facility and transcripts from customer support of **********************, I have yet to decide what ( I kinda know already ) I am going to do. As I hope that they ( storage treasures ) decides to do the right thing..

  

  Business Response

  Date: 01/23/2025

  Hello ****, 

  We sincerely apologize for any inconvenience and frustration this situation has caused. After reviewing your case, we confirmed that two facilities reported items were left behind following auctions you won in December. Both facilities attempted to contact you multiple times. We did not receive confirmation from either facility that you were excused from your cleanup responsibilities.

  We understand your concerns and value your prior good standing. As a resolution, we are willing to reinstate both your and your wife's accounts, with the condition that bidding activity between accounts remains separate, and all future units won are fully cleared out.

  We appreciate your patience and hope this resolution restores your confidence in us. If you have additional questions, feel free to reach out directly.

  Kind Regards,

  ***** *****

  Director of Customer Service

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair 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.

  On December 23rd I was given an offer as a backup bidder for a unit at ****. I declined the offer, because I thought PODS has too high of a cleaning deposit at $350. On December 26th they offered me the unit again through email, I accepted. On December 27th I called PODS to pay over the phone for the unit. They didn't know who they needed me to talk to. I was on the phone for over 45 minutes before I finally spoke to someone. I spoke to a **** representative who was rude and impatient with me. This person didn't like anything I politely asked, and answered me in an offensive way. Due to my experience, I told the representative I don't like what is happening, please cancel this transaction. I immediately called Storage Treasures the same day to let them know about the bad attitude and the unprofessionalism at PODS. On December 30th Storage Treasures told me my account was suspended for not cleaning the unit. On Jan 6th and 7th they told me that I needed to wait until my suspension period is over. Then they will review my account and I will need to purchase a Pro Membership if I want to be reinstated. Horrendous customer service by **********************. They are unwilling to understand and assist when you are mistreated by a facility's customer service. They are using a form of extortion by making people buy their membership if they don't have one, after their suspension period ends. This is business retaliation! This is extortion to get more money from me, by reinstating my account only if I show loyalty by becoming a pro member after my suspension period. I understand that Storage Treasures has a policy to adhere to, but suspending me immediately and being callous towards my experience at PODS is awful customer service and appreciation.There are complexities that happen that will defy written policies for every operating business. I kindly ask that the BBB look into Storage Treasures suspension policy, reinstatement practices, and company ethics.

  

  Business Response

  Date: 01/20/2025

  Hi *****, 

  Thank you for taking the time to share your experience with us. We deeply regret hearing about the challenges you encountered and the poor customer service experience at ****. Please accept our sincerest apologies for the inconvenience and frustration this caused. While StorageTreasures is not directly affiliated with PODS operations, we take all feedback seriously and will be sharing your concerns with their upper management for review and improvement.

  Regarding your interactions with StorageTreasures, while our customer service team followed normal protocols, we acknowledge that we could have handled your situation with more understanding and flexibility. We value your long-standing history with our platform and recognize your loyalty to our services.

  As a gesture of goodwill, we have reinstated your account effective immediately, waiving the 30-day suspension period and the requirement to upgrade to a Pro Membership. We hope this resolution demonstrates our commitment to addressing customer concerns and upholding fair practices.

  At StorageTreasures, we strive to provide excellent customer service and maintain an open dialogue with our users. Your feedback is invaluable, and we will use it as an opportunity to improve how we approach unique and complex situations like yours in the future.

  If you have any additional questions or need further assistance, please dont hesitate to reach out to us directly.

  Sincerely,
  ***** *****
  StorageTreasures Customer Support

  Customer Answer

  Date: 01/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair 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.

  I have had issues regarding loosing or breaking cell phones over the last couple of years. That said I have lost access to multiple emails and other accounts related to security involving lost numbers and or emails. Through those processes of getting new numbers and emails I have had to set up entirely new accounts through multiple entities like storage treasures. My ex wife and myself are now being told we cannot gain access to storage treasures or their accounts due to having multiple accounts. They are unwilling to hear us out or be humane they have shut the door to talk about it so we could help them understand there is no I'll intentions or malice involved here. More or less my dumdumism not keeping track of phones and emails is the issue. Storage treasures has been the primary source of our income for many years as we are in the resale market. We have both taken a little time off but as we have finally settled after both moving we tried accessing our accounts and have hit attitude and brick walls. We love the platform but have a problem being treated the way we have today. Please help

  

  Business Response

  Date: 12/26/2024

  Dear *******,

  Thank you for bringing this matter to our attention. We have reviewed your history with StorageTreasures and would like to clarify the reasons for the suspension of your accounts.

  Over the past few years, you have created multiple accounts with us, which is against our policy of allowing only one account per customer. This policy helps us maintain the integrity and security of our platform.

  Additionally, we found that the account under the email address ******************************* was suspended due to two auctions that you won but failed to clean out the units. Our terms of use clearly state that all won units must be cleaned out as part of the contractual agreement.

  We understand the challenges you have faced with losing access to your accounts and the impact this has had on your business. To resolve this issue, we are willing to reinstate your account under the email address *********************** provided that you agree to the following terms:
  -Adherence to Terms: You must agree to pay for and vacate all future units won on our platform as per our terms of use.
  -Single Account Policy: You will maintain only one account with us to avoid any future suspensions.

  Please confirm your agreement to these terms, and we will proceed with reinstating your account. Our goal is to ensure a fair and compliant experience for all our users, and we appreciate your cooperation in this matter.

  Sincerely,
  ***** *****
  Director of Customer Service
  **********************

  Customer Answer

  Date: 12/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:12/03/2024

  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.

  Storage treasures is a dishonest Horrendous business. They are deceitful and don't correct any problems. **************** doesn't speak English and you can't understand them.I lost my storage unit filled with valuable things because even though they told me everything was correct it would not let me bid. I lost 1000s of dollars and memories because store treasures lied and didn't help and could have cared less.

  

  Business Response

  Date: 12/15/2024

  Hello *****,

  Thank you for taking the time to leave a review. We sincerely apologize for any inconvenience you experienced with our support team.

  Upon reviewing our records, it appears that you spoke with several of our support representatives about the terms and fees associated with bidding on storage unit auctions on **************************. We understand that you had difficulty placing a bid. Unfortunately, without additional details (such as the specific error message or issue you encountered), our team was unable to troubleshoot effectively.

  As the tenant, you have the legal right to make a payment to the storage facility for your delinquent unit at any time until the winning bidder has paid for and started to clean out the unit. We regret that you were unable to place a bid on your storage unit.

  If you are interested in bidding on any other units listed on **************************, please don't hesitate to contact our Customer Support team. We are more than happy to assist you with any issues you may encounter.

  Thank you for your understanding.

  Regards,
  ***** *****
  Director of Customer Service

• Initial Complaint

  Date:11/25/2024

  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.

  A cease and desist letter had been delivered to the Public Storage facility that isspecifically located at ****************************************** on 11/22/2024 regarding HIPAA privacy provisions but the staff were not cooperative. According to presently availablefiles, the issue is pertinentto Unit #*** of which the Auction ID is ******* which had held sensitive,irreplaceable materials within its contents.

  

  Business Response

  Date: 11/27/2024

  Hi ********,

  We have reviewed your complaint and forwarded all legal documents to our legal department. The storage facility where you rented your unit is responsible for the preparation and handling of the storage unit auction.

  However, I am glad that our company was able to connect with you, your family, and the other parties involved in this auction in hopes of returning some of the personal documents to you and your family. To our knowledge, this complaint is resolved. If there is anything else that we can assist with, please let us know.

  Regards,

  ***** *****

  Director of Customer Service

• Initial Complaint

  Date:10/22/2024

  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 Posted a Unit AS A PRIVITE SELLER and the website told me that they " Took down my listing because the facility i rent at is not in a deal with them?" as somebody struggling i called for help to have the employee then laugh at me and hang up on me with no information. At this point i was heartbroken and called back and they gave me the run around with a different person after i ask to talk to an authority personal but was instead played around with like a don't matter. and told me they will have a supervisor call me... at 2 oclock. this money is going towards a needed surgery and I'm a victim for this company to play with. I Desperately need help.

  

  Business Response

  Date: 10/29/2024

  Dear ****,

  Thank you for bringing this matter to our attention. We sincerely apologize for the distress and inconvenience you have experienced.

  Firstly, I would like to clarify our policies regarding private seller listings. Our private seller policies state that private sale auctions must be held at an approved storage facility location. Unfortunately, the location you provided, *******, does not permit private sale auctions. We understand and apologize for the inconvenience caused by your auction being canceled. However, we cannot authorize private sale auctions at prohibited locations. This policy ensures that all transactions are conducted securely and transparently for both buyers and sellers.

  We are deeply concerned about the service you received when you reached out for assistance. We expect all our employees to treat customers with the utmost respect and professionalism. The behavior you described is unacceptable, and we are taking immediate steps to investigate this incident and address the conduct of the employees involved.

  Your situation is important to us, and we understand the urgency, especially given the circumstances you mentioned regarding your upcoming surgery. While one of our supervisors has already spoken to you and relayed the same information, please know that we are here to assist you further. If you have any additional information or questions, please do not hesitate to reach out to me directly at **************************** We are committed to ensuring that your experience with us improves and that we can assist you in any way possible.

  Once again, we apologize for the inconvenience and distress caused. Thank you for your patience and understanding.

  Sincerely,
  ***** *****
  Director of Customer Service
  **********************
  ************