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:04/12/2025

  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.

  3/21/25, Last month I went to store an item at my 10*5' rented space at Public storage that I pay $93.00 every month. I was horrified to see rat or rodent droppings all over my privately owned items. I filed a complaint with ORANGE DOOR INSURANCE as the manager retorted and never got any person to contact me regarding an inspection as was described.

  Business Response

  Date: 04/23/2025

  Thank you for the opportunity to respond to the complaint filed by **** *******. Their concern has been brought to the attention of Public Storage to review and have reached out to **** ******* to address all questions and concerns regarding their complaint.

• Initial Complaint

  Date:03/28/2025

  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.

  I move from ************** to ****, I bring my washer dryer ,tv fan ,my mirror a d clothes and put it on the storage until I get a place on my own , when I went to pick up my stuff to move , I see there was rat p*** and pee everywhere, they damaged all .y clothe and my husband. They been not doing anything, I overy pass a month and nothing have been done

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to the complaint filed by ******* ******.  We have requested the claims examiner reach out to ******* Rivera immediately to address all questions and concerns regarding their claim.

• Initial Complaint

  Date:03/20/2025

  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.

  Orange Door denied my claim after I paid for insurance for several years. They are refusing to cover my damaged couch. The couch is red leather ***** ******** home addition and was expensive. I am also filing a consumer complaint with the ******************************!

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to respond to the complaint filed by ****** *******.  We have requested the claims examiner reach out to ****** Holeman immediately to address all questions and concerns regarding their claim.

• Initial Complaint

  Date:02/24/2025

  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.

  I had my storage unit ribbed, I had valuables and family items that I cherished. I immediately filed a police report and followed steps necessary to obtain monetary compensation which was denied and I was informed to file a BBB report for further assistance.

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond to the complaint filed by *** *****.  We have requested the claims examiner reach out to *** Perez immediately to address all questions and concerns regarding their claim.

• Initial Complaint

  Date:02/17/2025

  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.

  I rented a public storage unit in *********************************, in June 2024. When my wife and I moved out of our apartment in ********** in July 2024, we stored the majority of our belongings in the 10x10 storage unit I had rented.On January 21, 2025, when we went back to the unit, we discovered it had been broken into. The roll-up door was jammed due to items being thrown around inside by the thieves but there was no dammage to the lock or the latch. We immediately informed the storage facility's supervisor, and called the police, and after examining the situation, we realized that a large gap between the ceiling and the door had allowed the thieves to enter and remove our belongings. Our only hope was the insurance policy we had through Orange Door Storage, so we filed a claim. The case manager requested a list of missing items, their values, proof of ownership, pictures, and a police report. I even paid out of pocket for a copy of the police report and went to their office to finalize the list of stolen items.After extensive back-and-forth communication, spending a lot of time gathering evidence, and completing all requested documents, I got a call from the case manager on February 14, 2025. They simply stated that they "couldnt find a forceful entry" into the unit and, therefore, could not cover the burglaryoffering us zero compensation.This is an outrageous and disappointing response. The thieves didnt need to force entry or cause visible damage because the units flawed design allowed easy access through the open gap at the top. Whats the point of paying for a storage unit and the insurance they offer if, when over $10,000 worth of belongings are stolen, they dismiss the claim on a technicality?I believe this business is scamming customers by providing false assurances of security while offering little to no actual protection. Their lack of accountability and refusal to take responsibility for their inadequate security measures is completely unacceptable.

  Business Response

  Date: 02/26/2025

  Thank you for the opportunity to respond to the complaint filed by ********** **********.  We have requested the claims examiner reach out to Seyedmahdi Mirhashemi immediately to address all questions and concerns regarding their claim.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22950292
  
  I am rejecting this response because:
  
  Unfortunately, their response merely repeats what was already stated during my phone conversation with the case manager and does not address the core issue: the fact that my storage unit and belongings were insured under their policy, and they are dismissing their responsibility based on a technicality.

  
  

  The business acknowledges that unauthorized access occurred through the open gap in the ceiling of the unit. This means that forced entry was not necessary for the theft to occur, which is a flaw in the storage facility's design. As an insurance provider covering storage unit contents, they should be aware of such vulnerabilities and not use them as a reason to deny legitimate claims.

  
  

  The fact remains that my property was stolen, and the insurance company is unfairly dismissing the claim by narrowly defining "forced entry." If a unit has a structural gap that allows unauthorized access, it should still be considered a breach of security, making the theft a covered loss. The companys refusal to acknowledge this only serves to shift the burden onto policyholders instead of upholding their responsibility to cover theft-related losses.

  
  

  I urge the BBB to review this case further, as the insurance companys stance sets a concerning precedent where storage unit customers can suffer significant losses without protection, despite paying for insurance coverage.

  
  Sincerely,
  
  ********** **********

  Business Response

  Date: 03/11/2025

  Thank you for the opportunity to respond to the complaint filed by ********** **********.  A review of the claim file and policy reveals that Seyedmahdi Mirhashemis claim was handled in good faith and pursuant to the laws and regulations governing this matter.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22950292
  
  I am rejecting this response because:
  I have not received a response from tge business nor I can find it on my BBB account. Please advise. 

  Thank you

  
  Sincerely,
  
  ********** **********

  Business Response

  Date: 03/17/2025

  Thank you for the opportunity to respond to the complaint filed by ********** **********.  We have requested the claims examiner reach out to ********** ********** immediately to address all questions and concerns regarding their claim.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22950292

  Dear BBB Representative,

  I appreciate your continued attention to this matter. However, I must reiterate that I reject the insurance companys latest response, as it simply repeats the same reasoning without addressing the fundamental issue at hand.

  The fact remains that my storage unit and its contents were insured under their policy, yet they are denying my claim based on a narrow and overly technical interpretation of "forced entry." The business itself acknowledged that unauthorized access occurred due to a design flaw in the storage facilitya gap in the ceiling that allowed the theft to take place. This vulnerability, while not a traditional break-in, still constitutes a breach of security, and the resulting loss should be covered under the policy.

  An insurance provider that insures storage unit contents should recognize and account for such risks instead of using them as an excuse to deny legitimate claims. Their refusal to acknowledge this issue unfairly shifts the burden onto policyholders, leaving customers without the protection they paid for.

  I urge the BBB to continue reviewing this case, as the companys stance sets a dangerous precedent, effectively allowing storage facilities to have structural vulnerabilities that facilitate theft while insurers evade responsibility. I stand by my position and request that the insurance provider fairly reassesses my claim.

  
  Sincerely,
  
  ********** **********

  Business Response

  Date: 03/19/2025

  Thank you for the opportunity to respond to the complaint filed by ********** **********.  A review of the claim file and policy reveals that Seyedmahdi Mirhashemis claim was handled in good faith and pursuant to the laws and regulations governing this matter. We have asked the claims adjuster to contact ********** ********** to review and discuss the questions regarding coverage and claim.

• Initial Complaint

  Date:02/12/2025

  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.

  I filed a claim with this insurance company I was paying monthly for my storage unit After my items where damaged by rats in the storage unit Ive uploaded tons of documents and try over and over again to call and email someone with no reply of an update to my case.I have people calling daily to rent my bounce house units but I cant get them repaired or buy new ones b/c I have no clue of the status of my insurance claim

  Business Response

  Date: 02/14/2025

  Thank you for the opportunity to respond to the complaint filed by ******* ******. We have requested the claims examiner reach out to ******* Wilson immediately to address all questions and concerns regarding their claim.

• Initial Complaint

  Date:02/11/2025

  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.

  I filed a claim 12/28/2024 for my items damaged in my storage due to water and mold. These claim examiners try to put their own dates on things. I just had an examiner call me asking when I took pictures which I told her and then say my claim is based on a 3/2024 date doesnt make sense to me. Dont ever us public storage insurance get your own.

  Business Response

  Date: 02/14/2025

  Thank you for the opportunity to respond to the complaint filed by Las ****.  We have requested the claims examiner reach out to Las Carr immediately to address all questions and concerns regarding their claim.

• Initial Complaint

  Date:02/02/2025

  Type:Product 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.

  An unfortunate situation happened with my storage unit and when I reached out to this company to file a claim, they dodged every which way to help me finalize the claim. Their online file uploader doesnt work and when the adjustor reaches out via email you cannot reply because of a firewall. Seems to me they were more interested in a deductible than to take my paperwork

  Business Response

  Date: 02/03/2025

  Thank you for the opportunity to respond to the complaint filed by ********* ******.  We have requested the claims examiner reach out to ********* Chavez immediately to address all questions and concerns regarding their claim.

• Initial Complaint

  Date:01/07/2025

  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.

  On Around December 12th 2024 I was notified by the storage facility on ****************** in *****************. They told me that I needed to remove wet items from the storage due to a flood and building reparations were needed. Upon arrival I noticed all of my personal and business things water damaged including from moisture in air because they had commercial fans blowing everything down to my area. I promptly filled out a claim and included all photos requested, They assigned an adjuster however they do not respond! I've emailed over 20x and called over 10 x within the last month and get no response! I have sent a demand of $5000 to be paid by Feb 15. On their website they falsely advertise "Fast claim service" and that's a lie!

  Business Response

  Date: 01/15/2025

  Thank you for the opportunity to respond to the complaint filed by ****** *******.  We have requested the claims examiner reach out to ****** Mendoza immediately to address all questions and concerns regarding their claim.

• Initial Complaint

  Date:01/06/2025

  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.

  I have filed a claim with this company and they continue to cause me issues with my claim. It is now 2025 and I am still waiting on my claim to get resolved from December 2023. My claims adjuster name is **** ******* and he never responds to emails, phone calls, or requests to update me on the claim. Every time I call and speak to customer service they are unable to provide me an update. I have provided ********/orange door storage all of the needed documents for this claim including proof of entry, police report, and inventory report still nothing.

  Business Response

  Date: 01/08/2025

  Thank you for the opportunity to respond to the complaint filed by ******* *****.  We have requested the claims examiner reach out to ******* ***** immediately to address all questions and concerns regarding their claim.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22774902
  
  I am rejecting this response because: now that I filed a claim with the BBB all of sudden my claim gets denied now 2 days later. I have provided evidence of the locker being damaged and broken in to and where the damage is and etc and somehow my claim is still getting denied. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/20/2025

  Thank you for the opportunity to respond to the complaint filed by ******* *****.  A review of the claim file and policy reveals that ******* ****** claim was handled in good faith and pursuant to the laws and regulations governing this matter.