ComplaintsforPublic Storage- ALL LOCATIONS

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On oct. 26th 2021, I attended a virtual/online storage lien unit auction that was conducted by public storage store #*****,(********************************************) and facilitated through the ******************** platform. I was the successful highest bidder in the amount of $******** or $******** including taxes. This was for unit #*****, which had the associated auction ID:*******. I called the storage facility oct. 26th, 2021 at around 5:10PM EST and spoke with the property manager, **************. I informed her that I won a lien unit and wanted to supply payment and secure my ownership transfer. ******** proceeded to inform me that, "per public storage policy, she would not be able to transfer ownership to me until 24 hrs after the sale. I was given the run around for two more days by the property manager and the District manager *******************. finally on Saturday October 29th, I was contacted and informed the unit was ready to be transferred. Went to the facility, paid and was taken to the unit. I noticed that the tamper tag that should have been placed on the lock was missing, there was only a blue public storage lock on the door. Once the lock was removed and the door opened, it was immediately apparent that there were multiple items removed from the unit that was pictured on *****************, these include a designer jacket, two duffle bags, Nike shoe boxes, two large storage boxes, a pneumatic tool equipment box. Items were also rearranged differently from how they were depicted in the pictures. The fact that only the property manager had the physical ability to access this unit and there was no reports or signs of a forced entry, the fact that I was provided the run around and quoted a policy that seem non existent, and the fact that no tamper tag can be produced are all very concerning. I implore that some sort of investigation be taken into this matter.

  Business response

  01/20/2022

  Business Response /* (1000, 9, 2021/11/22) */ **** ****** BBBXXXXXX Mr. **** ****** we apologize for any inconvenience, according to our District Manager *********** ************* we have responded to this complaint that was also filed with *****************. We have spoken with **. ****** regarding a refund of his money which he refused. If you still any further concerns please reach out to *********** at the number listed above. BBB we ask that you please close this claim based on our final assessment. Consumer Response /* (3000, 11, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not and was never seeking a refund. I am seeking an explanation as to why no tamper tag could be produced? why items were stolen from the unit I bought? Where are the items that I actually purchased? and what will be done to address the issue of employee's rigging the auction processgoing forward? Public storage as a company should be concerned that this activity is taking place at one of your location and the potential liabilities this could cause if allowed to continue, both financially and to your company reputation. The questions above are what I need addressed. *********** has proved to be less than genuine in our conversations and I have no desire to have any further dialogue with him. Please provide the contact details for one of his superiors. Business Response /* (4000, 13, 2021/11/29) */ **. **** ****** we apologize for any inconvenience, according to our District Manager *********** ************* we have responded to this complaint that was also filed with *****************. If you still have questions regarding this matter please speak with *********** XXX-XXX-XXXX. Consumer Response /* (4200, 15, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, As stated before I believe *********** has been less than honest in our conversation previously and it would be a conflict of interest to have any additional discussions with him. Please provide me with the direct contact for one of his superiors. Business Response /* (4000, 17, 2021/12/26) */ BBB our position remains the same. Public Storage has no further comment on this issue. Consumer Response /* (4200, 19, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) And my position remains the same. I have been scammed by your company. It's your choice whether or not you wish to comment further through this medium. I will just have to pursue alternative action to receive proper resolution. Just goes to show that this type of deception is not localize to this facility but pervasive to the culture of public storage.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented a storage unit (Public Storage on Chimney Rock Rd, Greensboro, NC) for my brother to assist in making his move easier. It was to be for 1 month period. That time was rented October 15, 2021. I explained to the rep at SpareFoot and Public Storage this was for my brother. They called to remind me that I needed to pay for the next month. I informed my brother would be putting in his name. *****(I think is her name) informed me then that this could not happen. That I would need to vacate the facility completely and then have my brother put the unit in his name. I explained all the belongings in there are his so that makes no sense to me. No one ever bothered to advise me of this before I put this unit in my name. Had that been the case I would have let my brother do so to begin with. There is also nothing in the lease agreement that says that anywhere. It makes no sense that he has to completely clean the unit out, then turn around and put it all back in. My hope is that his place will be ready before the 30 days are up, but if not, there no way he's going to feel like taking everything out then turn around and put it all back in. Not to mention that he's handicapped. I was also told that I have vacate before the 30 days due to no one being available to walk thru the unit on the last day of the lease agreement. When I was leasing everyone was smiling and friendly, now that we need to change the name, it's gone South very quickly. If he is not able to move to his new place by the 12th(which is when I was told things need to be out). Then I need for him to be able to put this in his name and continue the lease till he can move. He's quite capable of paying I was just trying to assist while he was lining up the moving arrangements.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/02/27) */ ************ BBB#****** PS#******** BBB complaint filed by ************ regarding Rental Agreement. ********** your rental agreement is month- to- month instead of a lease. This provides flexibility for our customers based on their personal circumstances or situations. Please refer to 3.5 Restrictions on Use of Your Space. Use Restricted to Storage of Your Own Property. You will use Your Space ONLY for storage, and ONLY to store your own property. ********** if you wish to terminate your space all items must be removed and vacated out by removing your lock and items. At which time you check out with your Property Manager who will go out to the unit and secure it with our lock and give you a vacate receipt. If for some reason you do not vacate the unit on or before the last day of rental during business hours or leave your lock on the unit you will owe the full month's rent for the month you terminate. We do not prorate out. BBB we ask that you please close this claim based on our final assessment. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off, my name is not ***** so not sure if this is pertaining to me or not. Secondly, from their response either they are illiterate, or they did not bother to read the complaint. So, this seems to be getting nowhere fast. I will review them on YELP, and every social media site that exists as to this experience. Business Response /* (4000, 9, 2022/03/10) */ We apologize for the miss spelling of your name. Ms. ****** ******, you cannot change the name on a legal binding contract. If you no longer want to rent this unit you will need to vacate be moving all items from the unit. Ms. ****** ****** if you still need information on vacating the unit please call your Property Manager. Consumer Response /* (4200, 11, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am done. There is no use trying to talk to this company. Do whatever you want to this complaint. I'm never going to accept what they are saying so this is mute.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Public storage is attempting to collect a fee after I cleared out the unit as promised. They told me in person I had no balance left. There was no mention of any additional payments needed and I am not sure why this company has led me to believe I had paid the balance in person and then send me a past due notice after 5pm.

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2021/11/17) */ BBB this matter has been resolved. Mr. ************* account has been adjusted to a zero balance, as of November 1, 2021. If you have any questions you can reach out to your District Manager ********@************ Ext: ****. BBB we ask that you please close this claim based on our final assessment. Consumer Response /* (2000, 7, 2021/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Belongings were left and stolen. Thanks

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Public storage manager on Appian way took my money n threw my my husband and mine stuff out .. went three our paperwork n brand new clothes.. .. can't even threw public storage Corporate office ... she was rude n never said after u pay I'm still going cut ur lock n throw ur stuff away....

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2021/11/14) */ ****** ********* ********************** This is in response to a claim filed with the BBB by ****** ********* regards the balance owing on her account. **. ******, partial payment, does not stop the action against your account. Please refer to your rental contract under Owner's Lien Default, which advise you 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. You currently owe $******** please make this payment as soon as possible. **. ****** if you have any more questions regarding this amount please reach out to your District Manager ********************* BBB we ask that you please close this claim based on our final assessment.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of July 2021, ******, District Manager, Public Storage and I agreed per phone conversation that September 2021, October 2021, November 2021 that $20 would be taken off the amount of rent for those three months. Well, $20 is NOT taken off the three months in question. All I am asking for is my $60 credit. ******'s phone number, ************. Thank you, Peter

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2021/11/14) */ This matter has been resloved. District Manager****** spoke with ********* to let him know that a correction will be made to his account. Thank you,

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *Dates: July 5th Oct 29th 2021 *Business promised me: safe, secure storage of my property "Will treat your stuff like our stuff" *Dispute/complaint: Theft of personal property at the storage facility. The theft was caused by negligent building design and poor property management. *Business has not tried to resolve the problem Account **********7 Personal property was stolen at the location. General Manager was notified, and I was told to fill out a police report to which I did. The manager will not return my calls and I also contacted the corporate office and the regional manager will not return my calls. My items were stolen because the unit I was renting did not have a secure ceiling to the adjacent unit. Turns out all the storage units in this block of units facility lack this simple design to prevent theft. I told the general manager that the unit I rented did not have a ceiling and this is how my stuff was stolen. The manager said he would have to meet me at the unit to see what I was talking about after I file a police report. Left the manager several messages, and he has not returned any of my calls. Since my complaint more stuff was stolen and I recently had to move my items to another business. The company makes you pay a mandatory fee for insurance but I must work with management to file a claim. Never anybody in the office at the location. This company location is falsely representing the property and security. I feel bad for the next customer who rents from this location. The next customer to rent the unit I vacated will get Their property stolen. I talked to another customer, and the same happened to him. It is not fair to the customer that this company is allowed to do business knowing full well there have been several thefts and even a fire due to people living in the units. People have a right to be notified, and the business has to stand behind its business model and live up to its promises to customers.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/14) */ ************ BBB#****** PS#******** BBB we are responding to a complaint filed with your office by ************ regarding stolen items from his unit. We are sorry to learn that ********** has 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 Occupant's sole risk. Insurance is Occupants' sole responsible. Occupant understands that Owner will not insure occupant's personal property." And in Section 7, Limitation of Owner's Liability: "Owner and Owner's 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. After further review of his account, we show that *** ****** did accept *********************************** at the time of rental. ********** please file a police report regarding your missing items, you will need this information for your insurance company ************ If there is anything Public Storage can assist you with during your investigation, please have the Police Department reach out to your District Manager ******************************* We are sorry that you have experience a loss but, as explained above, Public Storage must decline to assume liability for his stolen item. BBB we ask that you please close this claim based on our final assessment. Consumer Response /* (3000, 7, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except the Public Storage response to the Better Business Bureau complaint I filed. To the Public Storage response to me to "file a police report". If any agents form Public Storage would have returned my calls they would have learned that I did file a police report. To the Public Storage response of "declining to assume liability of his stolen item". It wasn't just one "item", It was several items. I also I do not accept the response from Public Storage of "All personal property is stored by the Occupant at the Occupant's sole risk". Nor do I accept the response from Public Storage that "Owner and Owner's Agents will have no responsibility to occupant from (loss) from any cause". The cause of my items being stolen was negligence by Public Storage, Owners, Owners agents, for not providing adequate constructional security. By not having a secure ceiling put my property at risk of (loss) by Public Storage. As a result, my personal property was stolen. Had I been informed that the adjoining/attached storage unit to the one I was renting/leasing did not have the necessary covered ceiling to avoid (loss), I would not have stored my personal property in such an substandard and possibly not to code storage facility. The thefts of my property did not occur because of break-in risk to the storage unit. Nor did the theft occur because of any negligence on my part. I locked and secured my items. The lock was not damaged nor was any part of the unit damaged. The theft of my personal property was the result of thieves climbing over from unit opposite from the unit I was renting/leasing. I have recorded visual evidence to support my claim and will move forward informing all parties that Public Storage is liable for stolen property as a result of renting/leasing storage facilities that were never secure. Business Response /* (4000, 11, 2021/12/06) */ Our position remains the same. We are sorry to learn that ********** has 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 Occupant's sole risk. Insurance is Occupants' sole responsible. Occupant understands that Owner will not insure occupant's personal property." And in Section 7, Limitation of Owner's Liability: "Owner and Owner's 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. After further review of his account, we show that ********** did accept ********************************** at the time of rental.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The facility is trying to charge me for a space that i moved out of in August 2021. I have repeatedly called the facility before this date at ************* No one ever answers the telephone. I finally in August 2021 went in person to the facility and was told that the move out procedure is just to clean your rented space out before the end of said month. I did that in August and I recently received a threaten email about money that I don't owe. I paid my bill for August, and moved out of the unit before the 30th. I can never get anyone on the phone and can not keep taking off from work to deal with this issue. I believe this if fraud, and abuse of an institution. Please help me.

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2021/11/16) */ BBB, **. ****** spoke with her District Manager ***** @ XXX-XXX-XXXX ext.: **** on November 8 regarding this matter. It was agreed that the D/M ***** would call her back after cutting the lock to identify if anything is still in the unit. At which time she would call **. ****** back. Please allow for the D/M ***** to call you back. If you have any additional questions please call her back at the number above.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initiated a storage unit with EZ Storage on *******************, MD, which was brought by Public Storage recently. My storage rent fee with EZ Storage was $79/mo, which was an increase from $69. I was assured at the time of the rate increase that it would be the only increase for and while and current rate would be locked in for 12 months. Well since I had auto pay when the change took place, Public storage wasn't able to collect auto payments and told me I had to come in to sign documents for auto pay enrollment with them. Well not only did they initiate the auto pay, they also locked me into a lease, charged me 3 months of insurance that I was vocal about not wanting or needing at $15/mo and as of Nov 1, 2021 will increase my storage rental fee to $109/mo. When I went to the location and asked about applicable specials, I was told I didn't qualify because I already had a unit with them and I had to call corporate to resolve. I also asked to be assisted by the district manager, who could only be sent a text by the employee to contact me because he didn't want customers to be able to contact him by phone or email. I've since heard nothing from the property in reference to a resolution. I'm seeking a reimbursement of the $45 I was charged in unit insurance and reduction of storage fee to 79/mo for the remaining term under my original storage agreement. Then I would like to be eligible for the Public Storage new tenant promotions since I believe it's unfair to exclude me from discounts because Public Storage acquired my previous rental company.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/11/16) */ ****** ***** BBB# XXXXXX We apologize for any inconvenience that ****** ***** may have incurred regarding this issue. Unfortunately, we are unable to identify the customer by the name of ****** *****. The information provide on BBB complaint, phone number and e-mail address does not bring up account ****** ***** please provide information used at the time of rental. Please have the customer confirm that she is the Tenant of Record, provide the Public Storage account number or the 10 digit home telephone number listed on the account, the property location (state, city, street) and the space number and we will be able to identify the account and research this issue. If you are not the tenant of record, please see the information below that is stipulated in the contract that the customer signed. The contract is between the Owner and Occupant: The person(s) listed as Authorized Access Persons are solely agents of the Occupants and are not parties of the Lease/Rental Agreement, has no rights of tenancy or standing to bring any claims, or to file suit from occurrences arising from the use of the storage space. Consumer Response /* (3000, 7, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The unit is ***** and it's under my company's name, **************************. The property address is **************************** XXXXX... Business Response /* (4000, 9, 2021/11/30) */ Ms. ****** *****, we do not show you listed as the representative for this company. The contract is between the Owner and Occupant: The person(s) listed as Authorized Access Persons are solely agents of the Occupants and are not parties of the Lease/Rental Agreement, has no rights of tenancy or standing to bring any claims, or to file suit from occurrences arising from the use of the storage space. Consumer Response /* (4200, 11, 2021/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My full legal Name is ***** ****** ***** and I am the legal owner of the company, which can be verified on MD business entity search. I therefore represent the legal owner occupant as the owner of the business. Business Response /* (4000, 13, 2021/12/26) */ The information provide on BBB complaint, does not bring up account ************ please provide information used at the time of rental. Name on complaint and rental agreement must match. Ms. ************, you are welcome to reach out the District Manager Fred over this area regarding your concerns. Number is **********************.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had a small unit at Public Storage in********** for almost a year. We just moved into our new place and figured we might as well move all our things to the house instead of paying another month. I called Public Storage main number as I couldn't get through to anyone at my location just to ask if everything needs to be out b4 the first or if I'd be okay and not be charged for moving out on the 1st of the month. The lady reassured me that I wouldn't be charged as long as I had all our belongings and cleaned it out before the office closes at 6pm on the first. But when I go to sign the vacate paper work the lady says I'll be charged $75.60! That's for 1 day and I only pay $90 a month so it wouldn't make sense for me to pay $75 for 1 day. I express my issues with them and they apologize for the false information but I still have to pay

  Business response

  12/22/2021

  Business Response /* (1000, 9, 2021/11/23) */ This matter has been resloved. *** ******* ****** you currently have a zero balance. BBB we ask that you please close this claim based on our final assessment.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon, my name is******************* I put my belongings in public storage for month until my home was finish. When returning to get my property the movers notice a family of rats barrels inside of sectional living room set with dropping and rats bites, rat was found inside my children clothing and shoes, cord to electronics bite up, dropping inside my husband hats n my son hats. When speaking to general manager ***** and direct managers ******* they didn't care said to me what do you want me to do. I lost my whole house within month time frame all due to public Storage nasty and building not keep up code on rodents. Lost everything my marriage certificate was bitten up and my cancer survivor paper bitten up as well not only one storage they was both storage which was feet away from each other. This have worse 30 days ever for me and my family.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/16) */ This matter has been resloved. If Ms. ***** still has concerns regrding this matter, she will need to reach out to her Regional Manager Tamika @ XXX-XXX-XXXX ext: ***** Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I don't accept their response because ****** the regional manager got nasty and didn't not care that my belongings was damage and how ****** handle it was unprofessional so no I don't accept that and this issue was not resolve at this time.thank you Business Response /* (4000, 9, 2021/11/30) */ ******* ***** BBB#XXXXXX PS#XXXXXXXX On behalf of our Management Team, 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 Customer Service and your feedback is a very valuable tool to achieve that goal. We are sorry that Ms. ******* ***** has experience vermin damage to her items. At the time of rental Ms. ****** accepted Orange Door Insurance @ XXX-XXX-XXXX to cover for damages. Ms. ****** executed a Rental Agreement wherein she stipulated that she agreed and understood section six (6). Insert from your contract: Section 6: Insurance: Release of Liability: All personal property is stored by the Occupant at the Occupant's sole risk. Insurance is Occupants' sole responsible. Occupant understands that Owner will not insure occupant's personal property." Public Storage is not an insurance company. Ms. *****, will need to continue to work with her insurance company Orange Door Insurance regarding her concerns with the claim that she submitted. On October 1, 2021 a refund in the amount of $78.20 was refunded back to charge card ending in ***** BBB we ask that you please close this claim based on our final assessment.

*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. ↩