ComplaintsforPublic Storage- ALL LOCATIONS

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My first rental was #***, that I paid an initial $51.77. I cancelled this storage unit. Then a few days later I rented #*** that I am currently in and paid $51.77. For the 1st storage unit, I only receive credit for $21.77 then $1.00 for a total of $22.77. My total refund for the 1st storage unit should have been $51.77 and not $22.77. I am still due $29.00 refund. I tried, to no avail, calling this Public Storage but was given the run around by rude employees. One actually hung up and when I called back, stated the phone disconnected.

  Business response

  09/26/2024

  Ms. *** ********
  
  Thank you for taking the time to inform Public Storage of your experiences you had with Public Storage ***************** We apologize that your experience was not satisfactory.
  
  We expect our Property Manager and Team Members to be professional at all times. We constantly strive to improve our **************** and your feedback is very valuable tool to achieve that goal.
  This information will be passed on to our ******************* regarding the rudeness that you experienced with calling our company.  
  
  Ms. ******** please refer back to your contract first page under Fees and Charges that you signed and agreed to on your move in date.
  
  One Time Administrative Fee $***** (non-refundable) and first month rent is non-refundable.
  As a **************** Gesture, I will place a ***** dollar credit on unit E070, to go toward your next month rent. 

  
  We consider this BBB complaint closed. 

  Customer response

  09/26/2024

   
  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. 

  II appreciate your kind courtesy to refund the $29.00. Hopefully, for the next customer your team at ********************************************************** can advise what you have explained and avoid having to go this route. 

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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Public storage has decided that they are going to raise my rent $90 a month. $353 for a 10x10 space. It's absolutely absurd and outrageous! I have contacted customer service support over chat and phone call to be told that they cannot help me by offering me a lower rate. They also cannot help me switch to a smaller unit. They gave me the site manager's phone number at the storage location. I called and left a message. No one ever called me back. I don't know what to do at this point. I called asking if someone could help me with lowering rent/ offering a discount or transferring me to a smaller unit. My phone number, name, and unit number were provided in the voice message. I do not know what to do at this point other than to vacate my unit. No one is willing to work with me, and I'm starting to feel as if working with public storage in the first place was a wrong move. It seems they do not value their customers and do not care if their customers cannot afford their rates. They are not willing to work with their customers or accommodate them when they ask for a lower price. I know other companies in the area will offer me a much cheaper price. I've only stayed with this company because they haven't given me any problems before, and I didn't really want to have to move my things every so often. At this point, I will move if I cannot receive support, because I cannot afford to pay that price for storage.

  Business response

  09/24/2024

  Great News!
  
  Ms. ***** ********,we are able to keep your rent rate the same $263.00 dollars for the next three (3)months, this will include October, November and December.
  We have place a credit on your account for $270.00 divide by 3 equal $90.00 for each month.
  
  On January 1, 2025 your rent will automatically increase to $342.00 rent, plus $11.00 insurance total ****** without any further notice or reminder.
  
  As a valued Public Storage customer we appreciate your business and look forward to continuing to meet your storage needs.
  
  BBB we ask that you please close this claim based on our final assessment.
  
  
  
  
  

  Customer response

  09/24/2024

   
  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

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Public Storage Wrongfully Charged My Account, Causing Overdraft and Fees, and Placed Lien Without Resolving Issue **Complaint Details:**On July 16th, 2024, I rented a storage unit at Public Storage. During the initial transaction, the clerk (*******) mistakenly charged my card instead of providing a refund. As a result, when the actual charge for the rental was initiated, it was declined due to insufficient funds, causing my bank to charge me an overdraft fee. Additionally, Public Storage charged me both a late fee and a returned check fee. When I noticed this discrepancy, I immediately contacted Public Storage and was informed that the issue would be escalated to the District Manager, who would contact me within ***** hours. However, no one from the management team contacted me. Instead, a representative from a different location called, demanding payment. After explaining the situation, the representative checked my account and confirmed that there was a note stating the issue was under review and that someone would follow up. Despite this, weeks passed with no follow-up from Public Storage. I received another call from Public Storage regarding payment. When I explained the ongoing issue, the representative confirmed that my account was still under review. I asked if my rental unit would be locked or if additional fees would be charged, and the representative assured me that it would not. I informed the representative that I intended to pay, but I needed confirmation of the correct amount, which could not be provided due to the ongoing investigation. My unit has been locked and is up for auction. ****** ****** advised I would need to pay ***** and she would remove the lien, but would not provide any sort of confirmation and refused to discuss the matter further. She would not acknowledge the incorrect information provided to me. I submitted the payment and have not heard back regarding the resolution. Im requesting a refund and a formal apology.

  Business response

  09/20/2024

  Ms. Delarice ******, we apologize that no one reached back out to you regarding your request to have the late and lien fee waived. 

  We expect our Property Manager and Team Members to be professional at all times. We constantly strive to improve our **************** and your feedback is very valuable tool to achieve that goal.

  Our records show that both fees were waived on August 16, 2024, late fee was $20.00 and Lien fee was $57.50, total $77.50.

  On September 2, 2024, you made your payment of $49.00 via charge card on your Mobile app. 

  I also submitted a request for the Property Manager to reach out to you regarding your lock . 

  We consider this BBB closed. 

   

   

• Initial Complaint

  09/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom This May Concern:I am filing a complaint against Public Storage for a serious theft and subsequent negligence. My unit, along with 18 others, was broken into on July 15, 2024, resulting in the loss of valuables worth tens of thousands of dollars. There is significant concern that this incident may involve individuals associated with Public Storage.Key Points of Concern:Inadequate Security: The perpetrators breached the facilitys security, accessing the building and elevators. A second Public Storage lock was found inside my unit near where items were stolen, raising concerns about unauthorized access or insider involvement.Suspicious Staff Statements: The District Manager mentioned the perpetrators "knew what they were doing," implying insider knowledge. This raises questions about possible internal involvement in the theft.Lack of Communication: Public Storage failed to notify me until September 5, 2024, almost two months after the break-in. Despite an "urgent" voicemail on July 18, 2024, my 12 attempts to contact the facility went ************* Police Report Filed: Only an internal incident report was filed, not an official police report. This lack of protocol hinders recovery efforts and suggests avoidance of external scrutiny.Facility Issues: Customer reviews highlight poor lighting and difficulty contacting staff, creating conditions conducive to theft.Personal/Financial Impact: The stolen items include irreplaceable memorabilia accumulated over 40 years, causing emotional and financial distress. This incident has significantly affected my well-being and ability to work.I request the BBB's assistance in investigating this matter, ensuring accountability, and facilitating appropriate compensation. This includes investigating insider involvement, holding Public Storage accountable, and implementing measures to prevent future incidents.Thank you for your attention. I hope for your support in seeking justice.

  Business response

  09/18/2024

  Mr. ****** ******** we are responding to a complaint filed with BBB office regarding your Stolen Items.
  
  We are sorry to learn that you have experienced a loss but, as explained below, Public Storage must decline liability for this incident. 
  
  Insurance: Release of Liability: All personal property is stored by the Occupant at the Occupants sole risk. Insurance is ********* sole responsible. ******** understands that Owner will not insure occupants personal property. And in Section 7, Limitation of Owners Liability: Owner and Owners Agents will have no responsibility to occupant or to any other person for any loss, liability, claim, expense, damage to property or injury to persons (loss) from any cause. Public Storage is not an insurance company.
  
  We show that you accepted ********************* at the time of rental.
  
  Mr. ******** spoke with his District Manager and Regional Manager regarding his stolen items. At which time they both explained that he would need to reach out to his insurance company regarding compensation.
  
  He was also made aware that *************************, has the video footage and is conducting an investigation.
  
  Mr. ******** please continue to work with your local ***************** and ********************* regarding your stolen items.
  
  If there is anything Public Storage can do to assist with the police investigation, please have the Detective reach out to your District Manager ******@ ************.
  
  BBB we ask that you please close this claim based on our final assessment.
  
  

  Customer response

  09/20/2024

   
  Complaint: 22298104
  
  I am rejecting this response because: 

  Dear Public Storage and BBB,

  Thank you for your response to my complaint. However, there are critical aspects of this situation that remain unaddressed, particularly regarding potential employee involvement and how Section 4.1 of the rental agreement may apply.

  While I understand the limitations of Public Storages liability as outlined in Section 4.1, which states that Public Storage is not liable for any loss unless directly caused by "intentional or reckless conduct," I believe the circumstances of this incident suggest such conduct may be at play.

  Key Concerns:
  Potential Employee Involvement: On July 2, 2024, I discovered that my lock had been cut off and replaced with a Public Storage lock by the onsite manager. The lock cutter, from what I was told,  was unavailable, so my unit was left unsecured until the next day. This sequence of events is concerning because my unit was broken into just two weeks later. Additionally, a second Public Storage lock was found inside my unit after the theft, near where my belongings had been stored. This suggests possible intentional or reckless conduct by an individual with access to the facility, which should fall under the exceptions mentioned in Section 4.1 of the rental agreement.

  Failure to File a Police Report: Although I was told that an Incident Report was filed by Public Storage, no Police Report was submitted for a break-in affecting 19 units. Filing only an internal Incident Report is inadequate for such a significant breach, and it raises further questions about whether this incident was intentionally downplayed. A failure to properly escalate such a serious matter could be considered a breach of duty and may also constitute reckless conduct on the part of Public Storage.

  Security Breach and Inadequate Measures: District Manager mentioned that the perpetrators "knew what they were doing." This statement implies prior knowledge of the facilitys access procedures and raises concerns of internal involvement. The failure to secure the premises and the subsequent theft of my belongings, including the suspicious placement of the second lock, further point to possible intentional or reckless conduct.

  While I will continue working with law enforcement and my insurance provider, I strongly urge Public Storage to investigate these concerns. Given that Section 4.1 of the rental agreement limits liability unless there is intentional or reckless conduct, I believe that this situation falls within that exception.

  Please note that WCNC News ran a story on this incident on September 18, 2024, which further highlights the severity of the situation and the public's concern regarding Public Storage's handling of the matter. I have included a link to the segment below:
  

  [******************************************************************************************************************************************]

  I look forward to hearing from you regarding the results of your internal investigation and a resolution that addresses the concerns outlined above.
  

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

  Business response

  09/23/2024

  We have no further information to add at this time.
  

  Customer response

  09/24/2024

   
  Complaint: 22298104
  
  I am rejecting this response because:

  Dear Public Storage and BBB,

  Upon receiving the We have no further information to add at this time message submitted by Public Storage on 9/23/24, I am submitting this request to avoid this complaint being closed within the next 10 days. In the meantime, I will continue to await a proper response to this severe situation involving Public Storage.

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

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My monthly storage cost includes the insurance payment premium of $19. The company is charging me a late fee of $ ***** for late fee and additional $19 charge for insurance and no one has explained to me the charge as of yet. They are threatening further action but I have yet to get an explanation of $19 fee that states its insurance which I already paid.

  Business response

  09/18/2024

  Ms. ********* we apologize for the inconvenience that this matter may have caused.

  As a customer service gesture we will waive the late fee in the amount of $30.40. 

  This amount will be a credit toward your October 1, 2024,rent. 

  The total rent rate for October 1, 2024 will be $145.16, please make a note that your monthly rent is due on the 1th of the month and late fees applies on the 7th of each month. 
  
  On November your monthly rent rate will be $152.00, insurance $19.00 plus $4.56,total rent will be $175.56.

  We consider this BBB complaint closed. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a storage facility since 2021 with the address listed. After struggling to keep afloat through covid, stay at home order because of my daughters schooling, and job loss I have struggled to get my storage paid, but I have. I have had threats for my goods to be sold every month. My rent has gone up more than 2 times. And just at 7 days past the due date my locks cut, fees are added and I continue to struggle to make the payment, let alone the additional fees.I have a very hard time contacting or getting ahold of anyone at this office because they're hardly on site. I have left several messages and a few times asked for fees waved because I can't get caught up when they continue to add fees and rent hikes. Not one time since being a customer have they waived any fees. Not once. When I have paid the past due balance and to regain access, I ask for my access code and never receive it. I don't know what to do at this point. Even when I'm late on a payment it's paid before the next is due, but with outrages fees and rent hikes I am getting told my things will be sold every single month. By the 15th of each month. I can't afford to find a new facility or move items because of the matter at hand. I don't know if anything can be done, but I wanted to check any options I have for unfair practices (in my opinion) Without a grace ******* without a single forgiveness and with the space increases first no extra services or size I don't know what I can do if any for a solution.Thank you in advance for any information on consideration or knowledge on my complaint.

  Business response

  09/17/2024

  Ms. ****** ********, you spoke with your District Manager ******** regarding your concern regarding the Auction and Balance due.

  Unfortunately we are not able to make rent reduction or waive any fees at this time. You expressed that you would like to keep the unit but the monthly rent is too high.

  We also discussed options on transfer to a small unit.

  She will be making the rent portion of the payment on Friday, September 13, 2024, and will call me to evaluate fees and possible transfer at that time. 

  It was agreed that we would talk on Friday.

  We consider this BBB complaint Closed. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Public storage claims they are available to take payments 24/7 and that's not exactly true...I personally went to 653 ******* in ******* to pay my bill twice in person in cash during advertised business hours on completely different days and both times there was no attendant available...it seems they do that often early in the month to encourage their system charge late fees....please have public storage adjust their advertising to say they sometimes take cash when it's convenient for them and not all locations can be accessed to do so

  Business response

  09/16/2024

  Mr. ****** Arzu, we apologize for any inconvenience that this may have caused you. 

  Please call our *************************** @ **************, to schedule an appointment to go in and make your cash payment.

  This location is open based on appointment only.

  As a **************** Gesture I waived the $20.00 late fee.Remember moving further schedule your appointment at any time you wish to pay cash.

  We have other ways to make your payment for free with a charge card, we will be happy to provide that information at the time you call. 

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2023 I rented a storage unit (#****) at the Public Storage facility at ************************************************************I had set up automatic payment through my bank account.On September 2, 2024, $335.12 was taken from my account for the September rental.On September 3, 2024, I vacated the unit after submitting my vacate notice through their app. Later that day I called the facility to ask about a refund for the 27 days in September I would not be renting the unit and was told that no refund would be forthcoming. Since I used the unit only 10% of the month it would appear that I am due a refund of $301.61.I note in their Terms and Conditions document posted online it says, If we charged your credit card or other account prior to cancellation, we will issue a credit to your account in the amount of the charge.An email to their dispute resolution department ****************************************************************** on Sept. 9th produced this reply on Sept. 15th:From: **************************************************************** <****************************************************************> Sent: Sunday, September 15, 2024 10:02 AM To: ******************* Subject: RE: Request for Refund Dear ****** A. *******,Thank you for contacting Public Storage about your refund request.I wanted to follow up and let you know the status. Unfortunately, your request was not approved and we will not be issuing a refund. For your records, please reference your Rental Agreement which gives more details.Sincerely,******* *. | Email Support It would seem that when a company takes funds to pay for 30 days worth of services but only provides services for 3 days that one should be due a refund.

  Business response

  09/16/2024

  BBB we are responding to a complaint from Ms. ****** ******* regarding Billing/Prorating.
  
  We apologize for any inconvenience that this matter may have caused.
  
  Ms. *******, Public Storage does not prorate out or provide you a refund of unused days. You are on a month to month rental.
  
  Please see our policies:
  
  2. TERM AND RENT. The term of this Lease/Rental Agreement shall commence as of the date written above and shall continue from the first day of the month immediately following on a month-to-month basis until terminated. Occupant shall pay Owner as a monthly Rent, without deduction, prior notice, demand or billing statement, the sum noted above (plus any applicable tax imposed by any taxing authority) in advance on the first day of each month. If the term of this Lease/Rental Agreement shall commence other than on the first day of the month, Occupant shall pay a full month's Rent for the first month and shall owe a pro rata portion of the second month's Rent. Occupant understands and agrees that under no circumstances will Occupant be entitled to a refund of the first month's Rent paid upon execution of the Lease/Rental Agreement. Also,
  2.1.5  Occupant shall not be entitled to a refund of a pro rata portion of the Rent for the month in which the termination occurs.
  
  Ms. *******,you would have had to vacate the unit on or before August 31, 2024, in order not to owe for September rent.  
  
  You currently have a zero balance and your account is closed.
  
  We consider this BBB complaint closed.
  

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have rented from other Public Storage locations in the past with no major issues. This time I rented from the ****************************************** location. When I went to the storage, I realized there is a step that I must cross to access the storage. When moving heavy items on the rolling carts, you cant pass this step. Its ridiculous. I asked them to switch my storage unit, but they said I would lose the promotion. They refused to provide a refund. They have terrible customer service as well as a terrible design. In addition, I observed lots of insects, spiders, spider webs, and debris in the storage units. I returned the keys instead and decided that I wouldnt rent from Public Storage in the future.

  Business response

  09/16/2024

  Mr. ****************** we apologize for any inconvenience, this may have caused you.
  
  We see that on August 11, 2024, you reversed your payment of $30.00 back to your charge card.
  
  Causing you to owe a balance of $30.00 back to Public Storage.
  
  As a customer service gesture we cleared the balance and removed you from collection.
  
  You currently have a zero balance and the account is vacated. 

  Customer response

  09/19/2024

   
  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,
  
  Sep Shahidi

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 11, 2024 ****** ***** ******************************************** ************** Mr. ****** L. ******, Jr.Public Storage ************************************************************************* RE: Harassment by Management at Public Storage *************************************** Dear Public Storage. It is with hesitation I am writing to you with a complaint as I do not like to engage in conflict. Your manager, ****, has made harassing comments to me and my partner. The following is a list of unfavorable interactions with ****.* Tuesday, September 10, 2024: I was at the storage facility to organize and sort my belongings. **** approached me and said, We dont have you leaving yesterday. I assured him I did leave. He was disgruntled because he could not find documentation that I left and he said, You cannot be hanging out here. * In reference to my partner, **** has made her uncomfortable on many occasions by making comments about her appearance, specifically her female anatomy. When she accompanies me to the storage unit, she will no longer exit the car and she keeps the windows rolled up to avoid communication with ****.* I often ride my skateboard to the storage facility. He has made numerous disparaging comments, such as: Did your girlfriend kick you out? Are you making trouble again? * While operating a blower, **** blew the dust from the hallway into my unit. The dust coated myself and my belongings. Unfortunately, I am uncomfortable with the hostile environment **** is fostering. I do not wish to have any communication with ****. I pay my storage monthly on auto pay. I do not abuse the privilege of storing my belongings. I would very much like to continue to rent the storage space as it is conveniently located. Your attention to this matter would be gratefully appreciated. Best ****** *****

  Business response

  09/17/2024

  Thank you for speaking with me ***. I appreciate the ability to address your concerns and can assure you that we will address the issues you brought up. If you have any additional concerns, please contact me directly.

  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. ↩