Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In February of 2023 I placed all of my personal/ household items into a 10 x20 unit at pacific storage in *****************. I have had my belongings in this unit for 1 year upon my retrieval of my items I came to discover the unit in utter disgust . There was visible water damage to my belongings and enormous amounts of rat droppings and rodent urine on all my items that I had stored . I had furniture that was damaged such as beds , couches , mattresses, box springs , toys , clothing and electronics that the rodents had irreparably damaged the connection cords. I also had discovered large holes in the ceiling of the unit that had allowed water to enter the unit and damage my belongings . I am asking to be reimbursed for the damages to my Belongings as I had many items that are irreplaceable . I have rented storage units from other companies in the past and have never had an issue such as this . Although compensation will not my replace my precious keepsakes I would still like to at least be reimbursed for the damages .
Business response
09/19/2024
I had emailed the customer that this is unfortunate circumstances but the lease does not provide relief for rodent damages. The units are individually rented and the customer may seek a claim if they wish under their renters or homeowners' insurance.
The facility does have a monthly pest control service in place and the individually rented unit tenant may also provide bait or other means to mitigate.
Thank youInitial Complaint
08/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Hi , Ive been paying 90 a month for a storage unit since October 2023. .The payment was due every month on the date that I started renting. And if I was ever late , there was a 10$ late fee. Now for example July 12 , 2024 I paid 280$ right before that in June 2024 I paid 160$ and now for August they are asking 200$ before the month is over. And saying its going to be more than 200$ for the month of August and that Sept 1 I have to pay another 100. . It was never due on the first , and they added 15 a month for insurance with out my knowledge I believe that they can not charge that much for late fees after reading California law on late fees for storage. Theres something wrong here. Im paying a lotBusiness response
09/19/2024
Mr. *****
First of all, thank you for being a tenant at Pacific Self Storage and your billing inquiry. A new management company went into effect at this property as of June 2024. We emailed and mailed the welcome letter to all tenants on record on June 27th, 2024 going over the changes that would occur on the property as of 8/1/2024 including a new set of fees enacted and protection plan on the units of tenants renting at this facility. I do see you had a rent increase enacted from the property owners in April 2024, and they mailed out the rent increase notice in February ****************************************** April 2024.
The past due and lien fees will be added at several past due times (days) after the rent becomes delinquent. I hope this clarifies your inquiry into the billing concern you stated in the complaint
thank you
***** W
Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Pacific storage,1/1/24 starting harrassing myself and my husband we were there only 2 days when they started.we were organizing and they starting stereotyping asking if were living in the storage read the letter it says it allBusiness response
01/18/2024
Rented storage unit to ******************************* on 12/29/23 Bricely is not on the contract.
December 31st
Rule violations:
Letting his dog run loose on property.
Tailgating in thru the entrance and exit without using the gate code many times.
Loitering in the unit from 8am to 7pm with the door down.
Leaving unit with no lock and locking the latch open while off property.
Alcohol on display in and outside the unit.
Smoking in the unit.
Changing clothes in the unit.
Urinating into a container in the unit.
Ripped the latch out of the door because we secured the unit for them. Damaging a $300.00 door.
On Dec. 31st we talked to him multiple times about breaking the rules, gave him another copy of the rules that he was given at move in. He continued to break the rules after that. We had to go out there again and ************** was there at the time and was interfering with us speaking to him, so we left and posted a termination notice on the unit after they left the property.
The next day he continued to break the rules and when he left he locked the latch open.
On Jan. 3rd we secured the unit with a company lock so his property was not at risk. (This is normal procedure and in the rules as well). After that he came in a ripped the latch out of the door instead of asking us to remove it. Causing damage to a $300.00 door and taking the $50.00 latch and two of our locks.
In regards to harassment. A manager is obligated to tell a tenant they are breaking rules. Plus we received customer complaints. We contacted PD several times to come out to speak with him about removing his property.
On Monday Jan. 15th he drove through the exit gate and went to the unit. We called PD again because they told us to call them if he came back. They asked him about the remaining property and mess he left in the unit and he said he didnt want it.
In regards to the $120.00 issue. The contract states the company does not refund. He paid for 3 days prorated for December and Jan. rent ***** when he rented the unit. He never cleared the unit. He just took what he wanted. It is at the owners discretion if he wants to refund and he is not inclined to do so.
If you need any photos, PD doc.s or any other information just let us know.
Pacific Storage
Management
1/17/2024
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.