ComplaintsforStorage Treasures LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into the site to cancel a yearly contract, that was set up on auto renewal, coming up in November. I never knew how I bought a year membership in the first place, but I accepted it Very sketchy but I thought maybe I made a mistake and paid for a year without knowing how. When I went to cancel so I would not get charged for another year in November, there was no clear directions how to change my account so I would not get charged, how to cancel the auto renewal, or delete my account. There is no easy access phone number to contact them. I had to finally ****** the number, and they assisted me with changing the auto renewal and canceling and deleting my account. When I asked him, if I was able to do this, he said yes, but he could not give me clear instructions, how to do this. He went ahead and canceled everything, but still, when I asked him a second time, I was not given any clear instruction how to delete, cancel, or undo auto renewal. He just said he took care of it. This information should be clearly defined in their website or their help center should be able to identify, how to take these basic steps to DELETE or CANCEL their service.I will never use this company again based on principal. There should be easy instructions to delete an account or go inactive. It was sure easy to sign up.

  

  Business response

  08/11/2024

  Dear *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced while attempting to cancel your auto-renewal and delete your account.

  We understand the importance of having clear and straightforward instructions for managing your subscription and account settings. Your feedback is invaluable, and we are committed to making the necessary improvements to ensure a better experience for all our customers.
  We apologize for the lack of clear guidance on how to delete an account. Our customer service team should always provide comprehensive assistance. We are reviewing our training procedures to ensure that our representatives can provide clear and detailed instructions in the future. We are also taking steps to enhance our website and make instructions for cancelling pro memberships and StorageTreasures account more accessible and easier to follow.

  We appreciate your patience and understanding as we work to improve our services. Please be assured that your feedback has been shared with our team, and we are actively working on addressing these issues. If you have any further questions or need additional assistance, please do not hesitate to contact us. Thank you again for your feedback.

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

  Customer response

  08/11/2024

  
  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

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was banned from this website because they were telling me I had severe infractions against me. 1-I had multiple accounts which I was unable to get on my old email anymore so I just made a new one with the email address I now have had for over a year. November of 2023 I apologize and told them about the situation. They said wait 6 months and we will reinstate ur acct. I patiently waited 9 months and got a hold of them then, they were rude and said no Im banned! 2-not picking up storagesthe one time I was offered 3 free units and accepted . I realized on the first one there was no way I couldnt do this and was in over my head. Again i apologized. The one other time my friend had an aneurysm bust on the way home and unfortunately passed away. I was a mess and the storage was the last thing on my mind. I know these are violations of my acct. but t waited nicely for 9 mins just for them to say Im banned from the websi. This is my life and I give everything away to people in need. I love to make someones day and make them smile. I pass out Christmas bags at Christmas time to random people at. This banning has a lot of impact on a lot of people I help. My friend just lost everything in a house fire I want to get her some things she needs. She has a *************** too. I was diagnosed with a brain tumor on January 2024 on new yrs day. Storages help keep my mind off all these unfortunate things going on. Please look into this and help me. God bless ****

  

  Business response

  08/08/2024

  Hello ****, 

  Thank you for providing your feedback. My name is ********************* and I am the Director of **************** for **************************.

  We hope to resolve your complaint with a few additional steps. I have reviewed all the accounts associated with you and determined that we are able to reinstate your bidding privileges. However, because Public Storage has specifically requested that you no longer bid on their auctions multiple times, we must relay that going forward, if you continue bidding on Public Storage auctions your account will be permanently suspended.
  
  Lastly, in order for us to reinstate your account we will need to use either ***************** or ******************* as these accounts have your auction history linked. Please confirm if you have access to either of these email addresses, and which one you would like to be reinstated. I have also sent you a personal email from **************************** Please respond to my email or this complaint at your earliest convenience.

  Thank you and I look forward to hearing from you! 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a Pro account, and in April I was told my account was now banned because I have multiple accounts and was a "no show" on several auctions. I've only ever had ONE account with **********************. There was a unit I was unable to entirely clean out & make it back from out of state to finish picking up in time, but shouldnt be considered in this instance, because I was promptly suspended 30 days and shouldnt be penalized twice, & many months later. I live out of state and trust me, no one wants me driving a one ton Dodge Dually pulling a 9 foot tall enclosed 26 foot long trailer navigating 5+ lanes of traffic through ******/Ft. Worth area during rush hour, not to mention backing in and out of the teenytiny alley ways of these facilities. My driver has had his account banned but it doesn't state that a banned account can't drive you. It's like they're always looking for a reason to suspend or ban your account. At no point were we out to cause issues, and there are valid explanations for my driver's situation as well. Online, the overall views of Storage Treasures is that of being "BAN-HAPPY" among other things. If they were more forgiving to long term customers who are trying their best, it would only improve public opinion and overall rating. I've OFTEN waited HOURS just to be able to pay and pick up the unit or had to track down managers that weren't at the facility, I've been locked out because the gate code doesn't work, plus pay at one location, then drive to wait for someone to cut locks at the actual unit.This puts us late to the next unit, and OF COURSE you can't pay by phone or online.Also, it has come to my attention they are still taking the Premium fee from my bank acct. I'm not banned enough for them to stop withdrawing my money. In their email, I was also threatened with legal action!!Ultimately, I would just like my account reinstated, and that would mean having my driver accompany me. HE WOULD STILL NOT MAKE ANY PURCHASES. Thank you

  

  Business response

  07/12/2024

  ********,

  Thank you for taking the time to document your experience thus far with StorageTreasures. To address your complaint most accurately, I have reviewed all notes regarding your auction history and account suspension. There were a total of five complaints submitted to StorageTreasures regarding your account. Two of those five complaints were resolved by you working with the facility to cleanout units, but there are still two units that you purchased but did not pay for and vacate. The fifth complaint was due to a representative that you had listed as your Authorized Pickup Person. This representative has been permanently banned from StorageTreasures previously, which is why they are unable to be listed on your account by any means. Despite the two auctions that were not claimed, I do see that you have purchased many other units successfully without issue. Therefore, I have reinstated your account. However, please note that the representative that was listed on your account previously must not have any affiliation with your StorageTreasures account, and they are not authorized from StorageTreasures to assist you with paying for nor vacating any units. Also, please be advised that you are no longer authorized to bid on any Extra Space nor Public Storage auctions, as requested by their upper management. 

  I hope this resolution is satisfactory and we appreciate your willingness to escalate your concerns for further review. If you have any additional questions or concerns, feel free to contact me directly at **************************. 

  Kind Regards,

  *********************

  Director of Customer Service

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My buyers account got permanently suspended by Storage Treasures because 4 !!! years ago I didn't clean out one unit from Extra Space Storage. That was a one of my first units that have I ever bought. I didn't know what I was doing. But later I fixed it with Extra Space and they were good with me. I have bought over 300 units after that from Extra Space and Life Storage with my name on the invoice! Would they sell so many storage units to me in the past 4 years if I was banned from that company? All the facility managers know me by name and they all love me! I bring so much money to Storage Treasures and to Extra Space / Life Storage, and somehow they are trying hard to find a way to block / suspend me permanently?!! What a discrimination against me personally! Any other company in the world values A LOT, and are afraid to lose customers which bring them a lot of money, but Storage Treasures is going out of its way to get rid of one of their biggest buyer PERMANENTLY! Great business practice! I'm just trying to run my business, pay bills and feed my family. That's all I'm trying to do. I'm not doing anyone bad. I'm always paying for the units that I win, and always clean them out on time. I'm very professional, friendly and polite to facility managers. Check my purchase history in the past 4.5 years and you will see for yourselves. Please forward this email to the upper management. Thank you.

  

  Business response

  06/13/2024

  Hello ****,

  We appreciate your feedback regarding your experience with StorageTreasures.com. To address your complaint most accurately, I have reviewed all accounts associated with you and your history with our company. According to our records, you have won and sold many auctions throughout the duration of this business relationship. However, there have been multiple severe complaints submitted to us regarding both your buyer and private seller accounts, which is why we have decided to keep both of your accounts suspended. There have been other accounts created after the suspensions were placed, which is violation of our Terms of Use. We kindly ask that you stop creating accounts and wish you the best of luck with your future endeavors.

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

  Customer response

  06/13/2024

  I had no idea that my old account was blocked by Extra Space storage on 2020. There is no enails from storage treasures or extra space in my email inbox in 2020 about the ban. There was no calls to made in 2020 advising me not to bid on extra space units. No one has told me that I was banned. I kept buying from extra space for the past 4 years and spent over $200,000 on their units alone and  no one told me that they were against that! And all of a sudden storage treasures decided that they want to ban my account for life for what happened 4 years ago (that I'm even not aware of) ? This is not right! You can not let someone spend almost a half of million dollars, build their business and then tell him, "hey, we will block you because you didn't pick up a one storage 4 years ago". Am I correct what is happening? I'm not accepting storage treasures response because I believe that there is no real reason to suspend me for life after letting me work and build my business for 4 years! I will pursue this matter further! 

  

  Business response

  07/12/2024

  Hello ****,

  We appreciate your response ****, and understand your perspective. Unfortunately, as stated in the previous response there were multiple factors that determined your account would not be reinstated. There were associations between your buyer account and other buyer/seller accounts, and multiple complaints from facilities reporting inappropriate behavior. Because of this, we are unable to reinstate your bidding privileges. We appreciate your willingness to share your feedback, and allowing us the opportunity to research this further.

  Kind Regards,

  *********************

  Director of Customer Service

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I feel if so sellers are given way better treatment than the buyers. On my original account I failed to clean out a unit fully do to car mechanical troubles. My account was suspended ( which I get) now once I got everything going again I created other accounts but only got one to work which I bought serval units over a period of time and had a successful track record. Once they caught on they banned all accounts associated with me. But I bought a storage unit in ************ which is 4 hours from me. When I drove there and paid nothing matched the description and a lot of noticeable things were missing. I followed procedures and never entered the unit. The facility I basically had to cause a scene to get my money back. Which took half a day of me staying on them literally ever 30 mins. Called storage treasures they said all they could do was refund my fees they collected once company cancelled. Took about 2 weeks of me calling before they canceled and another 3 days to get my money back. But even though the company posted false pics there were no suspensions for them. We have to pay within 24 hrs but they can hold our money for extended periods of time if cancels.! So why are buyers punished but sellers can repeatedly have complaints but still sell on the site . And as far as the multiples accounts that is buried in small print that I pretty sure most dont read as its hidden. Also sellers can advertise you have 48 hr clean out. But that starts when auction is over. If its a Friday and auction ends at noon. Then they tell you only during business hours so may have until 5 that day and 9-5 Saturday and 9-12 Sunday which really only allows you less than 18 hours but they are allowed to advertise 48 with out giving the true details I reached out about getting my account back with no luck

  

  Business response

  06/13/2024

  Hello *******,

  Thank you for taking the time to document your feedback. We value and support all our customers equally. However, each party involved in the sale (buyer and seller) has contractual obligations that differ.

  To address your complaint accurately, we have reviewed your account history with StorageTreasures.com. You are associated with multiple accounts and have had a few storage units which were not vacated properly, which are severe violations of our terms. However, most of the accounts that were created do not have bid activity as you mentioned in your complaint. Because you have won multiple units without issue, I have reinstated your account.

  Please ensure that if anything prohibits you from vacating units going forward that you communicate and work proactively with both StorageTreasures and the facilities you purchase from. If theres anything I can help with, please let us know!

  Regards,

  *********************

  Director of Customer Service

  Customer response

  06/13/2024

  
  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

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Storage treasures sold me a 2017 Infiniti Q50s that had a lien on it. When I went to pick it up. They told me it had a lien on it, that they contacted the lien holder and let them know they had the vehicle, the lienholder told them they would research it and get back to them. They did not wait for a response from the lienholder and went ahead and sold the vehicle to me knowing they had not resolved the lien and had not got it released to them. I refused to take possession of the vehicle knowing it was not yet legally owned by them. I called their corporate asked them to contact the lienholder, they refused. I then requested a refund of the $1001.00. They refused to refund me the money, said they they did their due diligence and if I did not want it. They would sell the car to someone else and keep my money. I refused to take possession of a car that they did not have a release on from the lien holder because I would then be in possession of a stolen vehicle. I've bought other vehicles from them in the past and those vehicles were always lien released by the lienholder before being sold.This particular store and vehicle did not have legal, due diligence conducted on it. I want a refund of the $1001.00 they charged me.

  

  Business response

  05/30/2024

  Dear *****,
  
  Thank you for your feedback regarding the vehicle auctioned by Public Storage, via our website. We have reviewed the details and communications regarding your concerns, and want to address your complaint. 
  
  Prior to the sale, we require the facility to do all due diligence for auto sales. Arizona law permits storage facilities to auction vehicles with open liens if they adhere to specific protocols, which Public Storage followed. This included notifying the lienholder and fulfilling all required DMV documentation before the auction.
  
  Despite multiple communications with Public Storage and our team, it appears you elected not to claim the vehicle after winning the bid. As outlined in the Auction Rules and NOTICE TO BIDDERS sections, bidders are responsible for their bids, associated costs, and timely claim of the auctioned property. Failure to comply results in account suspension and forfeiture of any premiums paid to StorageTreasures.com. 
  
  At this time, our point of view remains unchanged. Your account has been suspended for this violation and we are unable to offer a refund as per the terms agreed upon. 
  
  Best regards,

  *********************

  Director of Customer Service

  Customer response

  06/04/2024

  Your statement is incorrect, due dilligence was not done before the car was sold to me. 

  The car was illegally sold to me, the lienholder did not release the car and you did not follow arizona law. 

  I am waiting for a refund, you should do the right thing and not steal my money. I have bought several auctions from you before including cars and you have plenty of money from those sales and others. 

  There's no reason you need to withhold my money when I did not recieve any product ot service. That is simply not good business it makes you appear predatory. 

  Do the right thing and refund the money. 

  

  Business response

  06/13/2024

  Hello *****, 

  We respect your opinion but unfortunately after reviewing the details of this sale we were unable to validate your claims. Our communications with the facility validated the preparation of the sale was handled appropriately.

  We will not be issuing a refund for the fees collected. We apologize for any inconvenience this may have caused. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a critical issue regarding the management of storage unit auctions across *****, *******. It has come to my notice that some storage units are being cancelled and sold locally to acquaintances instead of being fairly auctioned.Specifically, individuals who frequently purchase these units in ***** and ************** are hosting live shows on Whatnot, showcasing their acquisitions. Notably, today a 20x20 unit was purchased and featured on such a show.There are concerning practices by some storage managers who are allegedly listing units for sale, only to cancel the auctions or not list them at all, subsequently selling the units to certain people directly. This unethical behavior undermines the integrity of the auction process.I urge you to review all storage unit auctions and address this issue promptly to ensure fairness and transparency for all potential buyers.

  

  Business response

  05/29/2024

  Hello ***,

  Thank you for escalating your concerns. Our website hosts over ****** auctions per month through facilities across the nation. We would be more than happy to research and follow up on the concerns you have addressed in your complaint, but we kindly ask that you provide specific details so our team can research this further. If you have any specific Auction IDs, facility names and addresses, or screenshots that you can provide we would greatly appreciate it! We look forward to hearing from you!

  Kind Regards,

  *********************

  Director of Customer Services

• Initial Complaint

  05/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In December I renewed my yearly membership. Which had at the time I renewed a stipulated premium of 10% Well a couple days ago I got a email from them that 5 months into my membership they are increasing the cost of the premium to 15%My issue is that they are breaching the terms of the contract that was signed when I payed in December. When I payed that was my agreement to the terms at THAT TIME Now if a cell phone carrier does that it is a breach of contract Car sellers are not allowed to change the payment amounts 5 months into a contract So why is this company and different That was a bait and switch tactic. They tell us one thing then out of nowhere they change the deal My issue is not them raising the premium, It should just not raise until my contract for my paid membership expires

  

  Business response

  05/07/2024

  Hello *******, 

  Thank you for reaching out to us with your concerns regarding the recent communication about our change to the ProBidder Program.. We sincerely apologize for any confusion or frustration this may have caused you.

  We understand your position and want to assure you that we take our contractual agreements seriously. There has been no change in the financial terms of your prepaid membership agreement. The terms you agreed to at the time of your initiation in December still stand.

  Our commitment to our members includes honoring the financial terms agreed upon at the time of purchase, and we have not made any alterations to those terms mid-contract. Therefore, your buyer premium will remain at the agreed-upon rate until the expiration of your current membership period. Upon the expiration of your current membership, it will not be eligible for renewal under the same terms, because the pre-paid program no longer exists.

  Should you have any further questions or concerns, please do not hesitate to reach out to our customer service team, who will be more than happy to assist you.

  Thank you for your continued support and membership with us.

  Customer response

  05/07/2024

  
  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

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had previously purchased several storage units through this site and was eager to buy another. While browsing, I found a unit that seemed expensive, raising my concerns about potential scams. Before placing a bid, I contacted their customer service via live chat and was assured that scams were rare. They promised a 15 percent refund if the purchase turned out to be a scam. Encouraged by this assurance, I felt comfortable bidding on the unit. The following day, I won the auction for $5,000, but after paying, I discovered that every item in the unit was either counterfeit or missing. This discovery was financially devastating. I attempted to contact the company, but it took nearly a week to get a response. When I finally spoke to someone, they informed me that contrary to their initial promise, they could not assist me. Based on other complaints, this issue seems more prevalent than initially suggested. The company's refusal to acknowledge or rectify the situation has left me financially ruined, while the perpetrator remains free to scam again.

  

  Business response

  05/07/2024

  Thank you for providing your feedback regarding your recent private sale auction. Please know that we take all feedback related to our website very seriously. I have listened to all communications between our service team, yourself, and the private seller. We apologize if you were unsatisfied with the quality of the unit contents. Our support team will issue a refund of the fees we collected if the unit contents do not match the auction photos. However, throughout the communication between yourself and our support team this was not mentioned until after you had cleaned out the unit and removed all the unit contents. Once you have paid for an auction and removed the items from the property the sale is considered final.

  Because this auction was a private sale auction, the unit contents are expected to be staged. Private sellers can sell items in all conditions (new, used, broken, etc.), although we strongly encourage our private sellers to only sell good quality items to build a good rapport with the local buyers. If any buyers submit complaints regarding a private seller auction, our service team will document the complaint and reach out to the seller on the buyer's behalf, which is what we did for your complaint and this auction.

  Although we were unable to validate your complaint regarding the items, our support team issued you a partial refund for 50% of what we collected as a courtesy. I apologize if you were unsatisfied with the refund that was processed, but our support team assisted as much as possible. We strongly recommend that you bid on private sale auctions with caution going forward, and please note that all private sale auctions are technically staged,as the private sellers must put the items in the units before taking the auction photos. Many of our buyers chose to only bid on lien storage auctions due to the mystery of items in each unit. I hope this information helps! If there is anything else that we can assist with, please let us know.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company has rules and regulations about private sellers selling broken items. So, buyer can be insured they are not being scammed. The company knowingly knows private sellers are breaking these rules and regulations but continue to allow them to sell on their website. The company ignore issue with sellers from the buyer and does not help with these people scamming us buyers Auction *******

  

  Business response

  04/11/2024

  Hi *******, 
  
  Thank you for taking the time to document your experience. I have reviewed the notes on your account and the conversations that took place between yourself and our service team. I would like to first apologize as you were misinformed on your first call with one of our support agents. I understand they advised you all items sold from private sellers must not be broken, and that the auction would "most likely be cancelled". The agent who you originally spoke with should have clarified that we cannot guarantee the quality of any items sold on the website (both lien and non-lien), but we would be happy to document your complaint and reach out to the seller on your behalf. If private sellers receive multiple complaints from our auction buyers we will disable their account. This agent as well as our entire service team will receive coaching on how to better handle situations like this should they occur. 
  
  Although we updated many sections of our ************ I very much appreciate you providing a screenshot of the verbiage that included "broken or non-working items". I have removed that specific text to avoid confusion with our auction buyers going forward. Please know this policy was updated to create clarity for our auction buyer and private seller community. StorageTreasures has has no guarantee, responsibility, nor liability in relation to the quality of items sold on our website. Similar to other resale platforms such as ***************** Marketplace, or E-bay, we strongly encourage our buyers to connect with private sellers via phone before placing bids to discuss any questions or concerns. Similarly, if you win an auction from a private seller and do not feel comfortable with proceeding with the sale once you arrive in person, your StorageTreasures account will not be penalized.I have issued a courtesy refund for the fees we have collected for this auction. If there's anything else I can assist with, please let us know!

  
  Regards,
  *********************

  Customer response

  04/11/2024

  
  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,
  
  ***************************
  
   
  

*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. ↩