ComplaintsforStorage Treasures LLC

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They say can't sell counterfeit items and they did

  

  Business response

  12/29/2023

  Hello *****, thank you for providing your feedback. We are sorry that the items you purchased from the private seller were not what you expected. When you purchase units from a private seller, you are purchasing items from an individual similar to if you were to purchase items from other buyer and selling platforms. StorageTreasures is not liable for the quality of any items sold from private sellers nor storage facilities, which is why we are unfortunately unable to refund the amount you paid to the seller. To pursue reimbursement for the amount you paid to the seller, we recommend that you pursue legal council or contact law enforcement against the private seller. Please know that our customer service team took your feedback very seriously and reached out to the private seller multiple times on your behalf and asked that they contact you, but we did not hear a response from the seller. Because the seller has not responded to our contacts, we have suspended their account from posting again. If there is anything else we can assist with please let us know.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I won a private seller auction of a handful of sports cards one being a psa 9 mj rookie card. Psa number checked out from pics and had a history. I flew from ** to *** airport to meet the seller and make the deal. Seller stated cards were out of the locker due to break ins and with there being a 12k card in there it was believable. The card looked ok to me I checked all the points a fake would have but it passed. When I got back to ** to make the flip, I find out the card(s) are counterfeit. Once I start researching what happened I found out not only were the cards fake but the seller was fake. To top it off when I contacted the storage facility it was brought to my attention the unit in question didnt even exist as well. The whole listing was fake. Fake person, fake storage # and fake items. Upon contacting Storage Treasures they tell me they actually have the real name of the person but wont give it to me to file a police report. I feel this company is responsible selling me something that didnt exist then exit out of the situation without any repercussions. Ive called at least 30 plus times and all I hear is that they will escalate the case but never call back. Beyond me how Storage Treasures dont vet any private sellers. Anybody can make up whatever they want (fake name, location, items) and sell it to you and get away with it without any repercussions. Shame on you Storage Treasures.

  

  Business response

  12/21/2023

  Hi ******, thank you for your feedback regarding this auction. We take all feedback and complaints regarding private sellers very seriously. I am glad that you and our CEO were able to communicate directly last week, to discuss the details that occurred with this auction and next steps. Now that you have filed a police report against the private seller, our team is prepared to work closely with law enforcement to help move the investigation forward as much as possible. StorageTreasures cares about our auction buyers and the experiences they have while purchasing auctions from both storage facilities and private sellers. If this private seller is found to be at fault, we want them prosecuted to the full extent of the law. Thank you again for your patience and cooperation with this auction. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 6th, I purchased a storage unit through storage treasures. Clean out period listed was 72 hours. I knew I had availability to pick up, In this case my availability was Saturday morning. With the **************************************** until Saturday December 9th at 12:35 to clean out the unit. I made contact with the cube smart storage facility and talked to ***** as well as the facility manager (I didnt catch her name) who stated they were short staffed so they couldnt be available Saturday. I expressed my understanding and said I could come Monday instead but I was not available Friday. They refused to budge and said I can pick up by Friday or give the unit to the bidder below. I expressed my interest in the unit I purchased and tried to explain the contract gives me 72 hours to clean out. She said I could come to the facility Friday to pay for my unit, which would give me access to the unit Saturday and then Id be able to return Monday for my cleaning deposit. I tried to communicate I was not available Friday, and my frustration that they expect me to travel 30 miles to ******** 3x because they are short staffed & will not allow me to come Saturday during my designated time. From here I called storage treasures to see if they could help me with the situation. First customer service rep said hed put me in a return call list for a supervisor which wasnt done and the next rep sided with the storage facility. Storage treasures terms are to pay and clear out the unit within 72 hours. I am not trying to breach this contract. The storage facility is trying to breach the contract and I am trying to rearrange my schedule to work with them but it seems like I am the one being called aggressive and unwilling to work with the terms the storage facility gave me. If cube smart is not open to allow payment for a unit they should have listed a 48 hour clean out period. Cube smart # *** ******** ** Storage treasures *************

  

  Business response

  12/18/2023

  Hello ********, thank you for taking the time to document your experience with CubeSmart and StorageTreasures. It is always our recommendation that facilities extend the auction clean out time should the winning bidder not be allowed access during the original clean out time stated on the invoice. From our records, I see that you and your partner were able to work with the facility and vacate the unit on Friday, December 8th,and that your account is currently activated. Should you encounter any scheduling difficulties like you did originally with this auction, I have emailed you my personal contact information. We are happy to escalate any complaints or concerns to the storage facilitys upper management to better assist our auction buyers. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 11/2022 this Bussiness sold me several storages. They give you 48 hours to remove. This purchase was the day before thanksgiving so the Bussiness was closed. I went to go pickup all purchases the following Friday and all locations were closed. I called and left voicemails and no returned calls. On Monday they suspended my account for not picking up within 48 hours. I called to resolve this issue with Storage Treasures and got ****** on the phone who was rude and unwilling to try and resolve this isssue. They didnt even want to investigate. Poor business management and even worse customer service. ****** was the worse customer service person Ive ever encountered. Extremely disrespectful!

  

  Business response

  12/03/2023

  Hello ******,

  Thank you for your feedback regarding the auctions you won from Public Storage. I am sorry if you had difficulties contacting the different locations around Thanksgiving holiday and for the poor customer service experience you had with our **************** team. Please know that our leadership team takes all feedback regarding our representatives very seriously and we have listened to the call between you and the representative and provided immediate coaching based on the feedback you provided. I also contacted the property managers and district managers for the three locations you won auctions from but received different information regarding their office hours and correspondence with you during the auction clean-out times. The management teams from Auction IDs ******* & 3490645 (Public Storage ***** - ********** / **************. & Public Storage ***** - ***** / Hwy 10 & **************.)stated that they never received any communication from you, attempted to contact you, and they were only closed Thanksgiving Day (Thursday).

  Per our terms, if auctions are not claimed by the end of the clean out periods the winning bidders account will be suspended. However,because this is the first incident on your account and our records show that you have not had issues claiming other units purchased, I have issued a courtesy reinstatement of your account. Unfortunately, you are not permitted to bid with Public Storage for future auctions. Going forward, if you have difficulty communicating with a storage facility or with claiming the units you win, it is imperative that you reach out to our **************** team as soon as possible (during the clean out time) so we can escalate it and contact the facilitys upper management on your behalf. Thank you again for your feedback.Should you need any additional assistance, please let us know.

  Kind Regards,

   *********************

  **************** Manager

• Initial Complaint

  11/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a unit from a Private Seller. In the details section of the listing it says all items are in working condition. Those are the rules when selling units as a private seller, that items must work, can not be broken. When I emptied the items I started going through them and almost everything was either broken, missing pieces, or used. A complete scam. It cost me a total of $1250 plus uhaul rental costs. I contacted storage treasures and not only were they rude but they said there's nothing they can do since I moved the items out of the unit. But I only had 24 hours to move a **** unit which was packed fill. I attempted to contact the private seller and he refused to answer or return my texts.

  

  Business response

  11/14/2023

  Hi ****, thank you for taking the time to share your experience with your last auction. We strongly encourage any private sellers who post on our platform to ensure that all items are in working condition, to ensure the integrity of their auctions and also as a representation of StorageTreasures. After receiving your complaint, our **************** team immediately contacted the seller and requested that they work with you to resolve your complaint. Because this  complaint was never resolved, we have permanently suspended this seller's access so they cannot post any future auctions with StorageTreasures. We truly appreciate your feedback, and apologize for the experience you had with this auction and seller. I see that this was your first auction purchased with StorageTreasures, and hope that this has not discouraged you from bidding with us in the future. Most of the auctions posted on our platform are storage lien units, hosted by self storage facilities. Many of our bidders enjoy bidding on the mysteries that lie within each unit. I have refunded the buyer premiums associated with this auction, as well as applied a free 1-year Pro Membership to your account should you decide to *********** again. If there is anything else we we can do to help, please let me know. Thank you! 

  Customer response

  11/15/2023

  
  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

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchase lien auction units from storagetreasures.com. For a long time as my job full time. I came down with covid bad and i have crohns so i could not pickup a unit i won. I talked to the facility manager and they understood and did not want me to come in and get anyone sick anyways. I did not ask for my money back or the fees storage treasure charged to use their site for the purchase. But storage treasures suspended my account for not picking up the unit when it is very obvious that for covid health concerns i could not. I cannot reach a manager and now i cannot afford my bills and im a single mom of five not working not. They keep saying a manager will be in touch and its been weeks. I want my account unsuspended asap so i can go back to work. Thank you for your time. I have called in and talked to numerous representatives and emailed them.

  

  Business response

  10/03/2023

  StorageTreasures would have no idea that you did not pick up the items in the unit, unless the manager called and reported it.  The manager asked for you to be suspended, so the statement that the manager said is was okay for you not pick up the unit does not align with the manager requesting you be suspended.  All you have to do is get the manager to contact StorageTreasures and request you be unsuspended. Cheers

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased several units from Storage Treasures and have noticed that they are not being honest with the buyers. They go through the units before anyone gets to buy them. They remove anything they feel is of value and then I also noticed that at times they influence the pricesby. Having people from their company betting during auction to make the storages sell for much more than they would have. It's becoming such a ripoff that I don't recommend the public to purchase any. It used to be worth it but now I see that they basically leave the trash they don't want to get their handsdirty by having to carry all of the junk out so they sometimes even use units and display items for sale when in reality they aren't even lien sales. If you noticed every time they post a unit the boxes will all have been opened and you can notice it's been tampered with. I bought a unit a week ago and found 4 different locks had been broken to access the unit which only told me they sold it several times hoping someone will take it all out and save them the work and get paid

  

  Business response

  06/19/2023

  Thank you for providing your feedback regarding your experience with StorageTreasures! Please note that StorageTreasures.com is the hosting platform/website that storage operators utilize to host their online lien storage auctions. Our company, StorageTreasures, does not come in contact with any of the unit contents, nor are we involved with taking pictures of the units nor posting them onto the website. Our role in this process is to provide a reliable, safe, and secure website to advertise the auctions and collect bids from auction bidders.

  We are also here to support both storage facilities and auction buyers, which includes mediating the sale by answering questions or resolving any disagreements/conflicts that *** arise. We conduct extensive training with the facilities including best practice recommendations. We advise them that in order to preserve the integrity of the auction, they should not go into the unit or move items to take pictures unless necessary. It is not illegal to do so, however there are some facilities that are required by upper management to photograph as many of the items as possible, and to step inside of the unit to do so.

  Therefore, if you have concerns regarding the unit contents or auction photos, we strongly recommend that you escalate your concerns to the upper management of the storage facility first. Often a member of the facilitys management team (such as a District Manager, Regional Manager, etc.) can resolve any concerns or conflicts that *** arise between the auction buyer and facility manager. Also, our Customer Support team is happy to assist with any questions or concerns you *** have. After checking our records, we are not showing any contacts received by you, so we were unable to address your concerns prior to now. If you would like to discuss this further, or escalate any specific auction/facility examples, please contact our Customer Support team at ********************************* or ************. Thank you!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, back in May 9th 2023 I bid on auction ID# *******. As soon as I got the winning notification ( won the auction for $650 plus $130 of fees and buyer premium) I drove over an hour from Virginia to the Cube Smart where the unit is located, after waiting for awhile for someone to show up at the office, finally one worker came in and told me that the unit that I had won had been paid by the unit owner, never got a call or a notification from them, I left and went onto picking up another 2 units I had won. The next day the cube smart manager (***) called and told my wife that he needed to know at what time we were going to pick up that unit, my wife told him what had happened the day before and he said that it had been a mistake and that in fact the unit was available. She told him that I was far away and because the unit was supposed to have been paid by the owner I purchased other units and I was busy doing that. She told him that we were going to call storage treasures which we did, the person that talked to us said that he was going to return the $130 that they had taken from our credit card as soon as Cube ***** gets a backup bidder. The next day we found out that our account was deactivated, my wife called and after explaining for the second time all of these, storage treasures activated the account and said that it was a one time thing, and that we were banned from Cube Smart, and that the money was going to be return in 5 to 7 days... today is May 22nd and no money has been returned and once again for no apparent reason our account is deactivated. This people could care less about the buyers, all they care is whatever the facility says even if is not true, the misuse of power from them and some managers its beyond me. We demand to have the buyers premium returned because is not our fault that the employees at that cube smart are not trained or uneducated.

  

  Business response

  05/31/2023

  We greatly appreciate ****************** feedback regarding his experience after purchasing Auction ID *******. After further investigation, our records show that the storage facility (who posts and finalizes each auction sale) advised our Customer Support team that they did not have contact with ************** regarding this auction. Alternatively, they stated they attempted to call ************** to schedule a pickup time for this auction, but according to their records they did not receive a call back. As StorageTreasures is merely the hosting platform that CubeSmart Storage uses to host their lien storage auctions, we are unable to confirm/deny ****************** allegations regarding what communication occurred (or did not occur) between him and the CubeSmart facility. 

  We are very sorry to hear that ************** had an unpleasant experience with this auction. However, after researching ****************** account history with our company, StorageTreasures, it has come to our attention that this buyer is associated with specific buyers who have been permanently banned/prohibited from using StorageTreasures website due to multiple violations against our Terms or Use/policies. Therefore, the current suspension on ****************** account will unfortunately remain, and we are unable to process any refund for this auction as the storage company, CubeSmart, has confirmed that the original buyer (**************) is not due for a refund. We wish ************** the best of luck with his future endeavors, and appreciate the feedback provided thus far.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a storage unit for around $12,000. However, upon entering the unit, I discovered that it was a "staged unit," despite having bid on a lien unit. The unit was filled with empty boxes and damaged equipment. At first, I lacked substantial evidence, and only had my word against theirs. Nonetheless, I called and reported the issue to storagetreasure.com. Their response was that "all they could do was contact the facility and inquire if it was a lien unit." Despite my persistent efforts, my case went unheard, and I had no choice but to let it go.Three months had passed when my wife noticed a storage unit that looked too similar to ours to be a coincidence. It was located in the same facility. I then called the storage company again to warn them that a scam was about to happen again. However, I received the same response as before: "we can call the facility and ask if it's a lien unit." This was not helpful since the manager could be involved in the scam. The representative also advised me to call corporate to check if the auction was legal. This confirmed my suspicions.After contacting Smart Stop Storage and speaking with the ********************** I learned that he personally knew the owner of storagetreasure.com and had a contract with them. The contract stipulated that they were not allowed to auction their units on storagetreasures.com. Smart Stop Storage uses selfstorageauction.com, which is confirmed by thier website. This meant that the auction should not have taken place. Within 24 hours of reporting the issue to ***********************, both auctions were deleted from storagetreasures.com. I could still view all the other auctions I had purchased except for that one. I have since tried to contact storagetreasures.com to discuss the auctions, but I am always referred to their legal department with no response. Smart stop storage has the information for me to pursue criminal charges against the individuals committing this crime, but it is easier to just ignore.

  

  Business response

  04/04/2023

  We appreciate **************** bringing his concerns to our attention. At StorageTreasures.com, we are committed to transparency and customer satisfaction. In response to the issues he faced, we have refunded the fees associated with his purchase as a gesture of goodwill. While our investigation could not confirm the staging claim, we have deactivated the facility in question to protect our customers. We encourage **************** to follow proper safety procedures in future auction purchases and to contact StorageTreasures.com for support if needed. We look forward to *********** better in the future.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a ling time customer of ***********************. Over 5 years and have over 100k on storage units in this time period. I had purchased a unit from a storage facility that failed to state they had MAJOR construction actively occurring on their property. This construction prevented me from accessing the purchased unit with my truck safely. I was unable to load and move out such unit in the requested time frame due to the construction. The storage facility reported me to Storage Treasures. I explained what happened but was ignored and my account was suspended and now permanently suspended. To make matters worse the storage facility relisted the unit I bought and sold it again at auction making even more money. I now have lost my means of making a living as this was my main income. So unfair and unjust. Such a mistreatment of a longtime customer.

  

  Business response

  04/04/2023

  Hello ****!

  Thank you for taking the time to provide your feedback. After checking our records, I see that over the years you have created 7 or more accounts. Our terms only allow one account per household, which is why we deactivated your previous accounts. We also require that all buyers pay for and claim the units they win through the website, which you agree to when you create an account and bid on auctions. Over the last year, there were 3 separate occasions in which you did not pick up/claim the units you won from the website. Unfortunately, due to the multiple infractions against our Terms, we will not be reinstating your bidding privileges. We wish you the best of luck with your future endeavors.

*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. ↩