ComplaintsforPublic Storage- ALL LOCATIONS

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a storage unit with Public storage and I am being charged over $10 extra a month than agreed on any contract for the units insurance. I am concerned this is part of a larger issue because the contract states arbitration agreements only. I am unable to speak with anyone about the issue and have had massages received about the location closing early on days that I visit in time frames that would restrict access to the unit. I have two separate contract that state I will only be billed $15

  Business response

  08/22/2024

  BBB,
  *******************************, we apologize for any misunderstand you may have had regarding our Promotion and Billing. 

  ******************, you moved in on a 50% off of your first month's rent. (Only)

  You moved in on July 2, to July 31, 2024 the first 30 day was $15.00 plus $29.00 admin fee total $44.00. Plus you purchased a lock for $19.99 plus $1.80 tax total move in $65.79

  Rent due on August 1, 2024 in the amount of $29.00.

  On September 1, 2024, you monthly rent will be $30.00 plus insurance for August and September in the amount of $29.03 total $59.03.

  October 1, 2024 rent $30.00 plus $15.00 insurance total rent $45.00.

  ******************, if you want to cancel the insurance, because you have your own insurance you can.

  If you have any more questions please reach out to **************** @ ************. 
  Please take a look at your rental receipt to see the Promotion 50% off the first month rent. 

  Customer response

  08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a victim of identity theft and related crime. My unit was broken into and my rent was nearly doubled. I then had my stuff fraudulently sold

  Business response

  08/16/2024

  BBB,

  
  We are so deeply saddened to hear of the loss of *********************************** daughter.

  
  ***************** the last payment made on this account was on July 2, 2024, no other payment was made on the past due balance.
  
  ******************, Please refer to your rental contract under Owner's Lien Default,which advise you that the Owner has a lien on all personal property stored within the Premises for rent, labor, and other charges, and for expenses reasonably incurred in the sale or other disposition of the personal property. We show all e-mail was send successfully to the e-mail address we have on file.

  
  ******************, we were able to reach out to *****, and explained that you would like to retrieve some of your daughter's items. The buyer informed us that she did have a small box of items that she can bring into the office as soon as she can.

  
  We are not able to make any further accommodations in this situation.  This is due to the scope and limitations of the contract that we have with the customer, which was signed and agreed to by them.

  
  ******************, please check with the Property Manager @************, to check for any items that the Buyer may return. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a storage unit from public storage in the month of June. I tried to enter the property several times and couldn't get in. I called the number for the property and you never get a person. I went several time during business hours and no one is in the office. On July 13th I canceled the unit online for a close out date of July 29th and went to the property several times to have them do a walk through to show I had no items left in the unit. Again, no one is on the property. I left messages for someone to call me back and went to the property several times, no one is ever on the property and no one called me back. I received a call from the property manager on August 7th while driving to ******* that they wanted payment for the month of August. I told him over and over again that I closed out my unit. I asked him for the supervisor information and he told me there isn't a number or email that he can give me. Only he can email his manager and he will let him know that I closed it out and that the supervisor will call me back. I didn't get a phone call until today August 13th after receiving an emailed bill of $280.32 for August and September! I went to the property and asked them why am I still being billed and never heard back from the supervisor. I called the police and told them everything and asked them how do I file a complaint. The officer told me I did everything right. It was poor communication on their part and I shouldn't have received anything. The manger name is ****. He told me it will go to collections. It shouldn't go any where. I closed put the unit in ample time. The supervisor called me when the officer was there his name is ***********************. He was no help. I have the email of the initial close out I did and the emailed bills. **** the manager gave me a document today in front of the officer of an "unpaid balance after moving out total due now $135.16" I am attaching that too. I shouldn't have a balance at all.

  Business response

  08/15/2024

  BBB,
  
  ********************************, we apologize for any inconvenience that this matter may have caused.
  
  
  ************* did not remove your lock from the unit upon moving out. As long as the lock is on the unit he is responsible for the monthly rent. 
  
  Our District Manager ***** spoke with ************** on August 13, 2024 and explained that he owes the full months rent due to not removing the lock at the time he removed his items.  His lock was not removed until August 13, 2024.
  
  Public Storage cannot verify that the space is empty and vacant if the lock is on the space. If the Property Manager is out of the office on lunch or on the property helping another customer, there is a phone number on the door that any customer can call to get immediate assistance,at which time an email would generate and be sent to me (DM) to take action.
  
  At this time the space was vacated on 8/13/24 when the lock was remove and the space was verified as empty. The balance on the account is Mr. ****** responsibility for failing to remove the lock on the space.
  
  ************** you owe a total of $135.16 for the month of August.
  
  This amount is due immediately.
  
  Public Storage will not make any other concession or accommodations regarding this matter.
  
  We ask that you please close this claim based on our final assessment.     

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a 10x10 unit and hired movers to move all of my belongings into it while I wait for the sale of my house to close. Upon finishing the move, I locked my unit. Only to realize that the unit is broken and does not lock properly. I have pestered them for a week to rectify this situation. The property manager submitted a work order and thats as far as anything has happened. Meanwhile, every belonging I own is sitting unsecured at their facility. I did get the district managers number and I left a voicemail, but she did not call me back. What kind of insanity is this that I cannot lock my storage unit but I have had to pay full price just as others have had to do- except their belongings are safe and secure! The property manager insists that my things are safe because of the gate security code and the cameras onsite, but sorry, the bare minimum of a storage unit is that it LOCKS. Come on! How hard is this?! FIX THE LOCK!!

  Business response

  08/21/2024

  BBB,

  ***********************, we do apologize that you were not able to lock secure her unit do to the latch popping up out of the hole. 

  The vendor will be out today to complete the work. Our District Manager ***** let a message for ************ to call her back @ ************.

  ************, if you have any questions regarding the repair of the unit lock, please give her a call. 

   

  Customer response

  08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved my storage online. I am new to the area and new to the state. When i came to the storage with all of my belongings it was in the evening therefore it was already dark outside. As, I proceed to move my belongings just from the elevator to the unit it was hundreds on cockroaches all over the ground and one every door of storages mine included. Because it was late and i had no choice but to move my things in there but now ALL OF MY BELONGINGS ARE INFESTED WITH ALL TYPES OF ROACHES within seconds of moving. I am beyond disgusted and fear for my ***** and family. I need something to get done immediately or I will have no choice then to move forward with legal actions!!

  Business response

  08/19/2024

  BBB,

  Our District Manager Ehdaa, reached out to ********************************* and schedule a visit to the site on Tuesday Aug 20th , so the customer can show us what she is complaining about ( Bugs and Roaches ) and will address after her visit.  

   

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Starting in May 2024, I rented a storage unit at Public Storage in Hilliard, ****. According to my user history posted in their app, I have not been to the unit since May 31, 2024 (see attached). Truth be told, I never ended up using the unit and never moved anything into the unit. The unit sat vacant. I moved out on July 10, 2024. I put my move-out in the app (see attached) as I did the last time I needed storage in 2023. Now, almost 2 months later, Public Storage is claiming I still owe them for the month of August 2024. I am no longer using the unit, I never used the unit, and I surrendered the unit on July 10, 2024. It clearly shows this in their app (see attached). I just spoke with **************** and they are telling me I cannot close the account until the August 2024 $125 balance is paid (see attached). I moved out in July 2024.

  Business response

  08/16/2024

  BBB we apologize for any inconvenience that this may have caused *************************************.

  After reviewing your account it was agreed, that you do not owe a balance with Public Storage.

  You are currently vacated from the unit and you have a zero balance. 

  BBB we consider this BBB complaint closed.

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help.
  
  My best,
  *********************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has raised my rates multiple times in the past 2 years, specifically twice within the past year to the tune of $100 increase. THEY DID THIS WITHOUT ANY CONSENT OR NOTIFICATION. What started as a $69 storage, is now $274!!!! With no explanation or notification. When you try to call and get it rectified, there is no outlet to help. You get put in a cycle of voicemails with no return phone calls, or a virtual assistant chat that goes nowhere. Today at 3:00pm I spoke to ******, who supposedly was onsite. When I asked why my unit is getting such increases, she rambled about how it's not her, it's the company. I asked do you not work for them and represent the company? SHE THEN HUNG UP ON ME. I have attempted 3 different times to reach her to no avail. This company is stealing funds without authorization or explanation. THEY ARE THEIVES. Please help.

  Business response

  08/14/2024

  BBB,
  We are responding to the BBB complaint from *************************** regarding her Rent Increase.
  We apologize for any inconvenience that you may have incurred regarding this matter. 
  Public Storage strives to provide you the best value in self-storage, and we believe our rates are still competitively priced. We understand an increase in rent is never a welcome event and apologize for any inconvenience this may have caused.
  
  **************** please see the insert from your Rental Agreement.  (See below)
  
  The monthly Rent, amounts and type of other Fees and/or Charges, as well as any other term of this Lease/Rental Agreement, *may be adjusted by Owner effective the month following written notice by Owner to Occupant specifying the adjustment, which such notice shall be given not less than thirty (30) days prior to the first day on which the adjustment shall be effective. Any such adjustment shall not otherwise affect other terms of this Lease/Rental Agreement and all other terms of this Lease/Rental Agreement shall remain in full force and effect.  This is all stipulated in the Rental Agreement which the consumer signed.
  BBB,
  As a **************** Gesture, we were able to make a rent rate adjustment for six (6) months. Monthly credit of $42.00 starting on September 1, 2024, each month  thereafter October, November, December,January 2025, February 2025.
  On March 1, ********************************************************************** the amount of $232.00.Please see youre e-mailed on January 29, 2024 it was e-mail to: ********************* on September 1, 2024 informing you of the new rent rate e-mail shows that it was successful send.  
  ****************, we notice that the mailing address and e-mail address on your BBB complaint is different on your BBB complaint. This could explain why you have not gotten your e-mails notifying you of any changes with your Public Storage account.  (See insert)
  12. CHANGE OF YOUR CONTACT INFORMATION. If any of the contact information (address, telephone, email address, etc.) for you or your emergency/alternate contact person(s) changes, within 10 days of the change you will provide us with written notice signed by you specifying the new or changed information (mailed to us by first class mail with proof of mailing, or delivered in person at the Facility). You can also log on to your account at www.******************************************.com to make changes online. Changes cannot be made by telephone or by listing such information on return envelopes or checks. 13. NOTICES; YOUR CONSENT TO ELECTRONIC COMMUNICATIONS. Notices will be personally served or served by first
  Public Storage will always send out a 30-day notice regarding a Rent Increase.
  
  **************** if price is an issue, we can always revisit what youre currently storing to see if we can find another less expensive storage unit that meets your needs. 
  
  To do so, please contact your Property Manager who would be happy to help you. 
  
  BBB we ask that you please close this claim.
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 12, 2024 I am getting a divorce. I used my joint checking account when I rented this storage unit. When I went to pay the rent for the next month with a new debit card from my own account they wouldn't accept it even though it was a debit account. Trying to get this sorted out, the manager of this location added late fees and a lien fee on to my account. I have tried multiple times to reach out to the manager of this location, at **************************************** and he is never there. I finally paid the whole bill online so my goods were not auctioned off. The manager's name is ***** and this is the most poorly run business I have ever encountered. I also tried to reach a district manager about the situation and got no call back.

  Business response

  08/16/2024

  BBB,

  Good New!!

  *************************************, we were able to waive all fees as a one-time courtesy.

  You currently have a credit of $74.10, to go toward your next month rent. 

  BBB we ask that you close this complaint

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am paying for two storage units at the ********************************************************************************* location of Public Storage. The carts that are provided to assist people moving in and out of the storage units are in need of repair. Specifically, the rubber is worn off the steel wheels of the carts so that steel rolls on concrete loudly and awkwardly. I have reported this to the people who talk to me through the kiosk at the location about 5 times now. They tell me the situation will be reported to the manager. I've not received any feedback on this over the last 6 weeks or so and repairs have not been done. When I call the phone numbers associated with Public Storage there are no options for reporting problems.

  Business response

  08/20/2024

  BBB,

  We do apologize for any inconvenience that this matter may have caused you.

  Mr. ************************* spoke with our District Manager **** who advise him that he will be doing an inventory of the carts and condition of the wheels on them. 

  If needed, He will order new wheels and replace the carts if needed. 

  Customer response

  08/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My complaint is concerning Public Storage in ********* - Mockingbird Ln. I had this storage unit about 2 years. Cannot afford it. Plus mainly I had spine surgery in March 2024. I have paid my storage every month. The price is astronomical. Tried moving out in April, my brother died. Fell into depression. Spoke to office regarding vacating. Finally was able to get every out on 7-31. Wasnt aware there was time gates were locked. I had never needed to be there after dark. I had a large curio that I could not move on my own. The person I was able to get help made it the next morning - 9am - 8/1. Picked up curio. Unit was unlocked the night of 7/31. So it is clear. They are desperate. I was sent a note or message I need to pay $112 for August. This is bad business. I will post my review and hopefully others will think twice. Go somewhere else. Public Storage is not worth it.

  Business response

  08/13/2024

  BBB,

  Ms. B-C, G,  as a **************** Gesture, we will waive the balance owing on this account. 

  Please close this BBB complaint.

  Customer response

  08/14/2024

  My full name is ***********************-Crosby 

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for taking this action. 
  
  Sincerely,
  
  ************************************

*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. ↩