ComplaintsforPublic Storage- ALL LOCATIONS

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/24 2024 there was a payment made by a debit card for $278.30 that should have gotten me open access to my storage. However I wasn't able to get into my storage before the new month. Before the new month I was charged a lien fee a bad check fee and an additional late fee. However I have contacted the local office at least four times about the incident to contact their corporate office. There is no corporate office number for customers to call to dispute or have any indication that there is a billing problem with their system. Their app has not given me gate access in over 6 months I mentioned it also to the representatives at the local store. I spoke with the manager of the property and asked her to call the district manager to request or take off the fees that I've been additionally charged. I only owe $242 and one late fee. They have yet to adjust my account and they also locked me out on a days that I should be able to remove property. The removal of my things would have been on September the 6th and I was not able to access my storage. This is heart wrenching it's also frustrating it's also unprofessional to not be able to contact higher authority in this company. I was talking with one of the associates who could not do anything who gave me several 800 numbers to call in which all the numbers are considered the same no contact with the corporate office. I have requested that fees be removed. However, Public Storage has not waived fake fees that the bank determine there was a glitch on their end. There is no record showing in payment history where there was a check fee or even a payment that was processed. No one from Public Storage has mentioned why the arch payment was considered and not the debit card that was entered. We have the bank statement in which we use the debit card and there were funds in the account when the payment on 8/24/24 was made. Public Storage needs to be more customer friendly and take care of billing issues immediately.

  Business response

  09/13/2024

  Mr. ***** *****,
  
  We apologize for any inconvenience you may have had regarding your account.
  
  After reviewing your account starting back in May 28, 2024,you made a cash payment of $500.00 which was for past due rent.
  
  To avoid late and lien fee rent has to be paid on or before the 6th of the month to avoid late fees. Lien fees are applied after the close of business on the 30th of the month.
  
  June 1, 2024 rent due $283.00, late fee $42.45 total due $325.45, you logged in on your MobileApp on June 26, 2024 and made your payment via check for $325.45.
  
  This was return back to Public Storage on July 1, 2024 by your bank.  Give you a total due for June and July $653.45, past due rent $325.45, July rent $242.00, $25.00 check return fee, plus going over 30 days past due fee of $61.00 total $653.45.
  
  On July 3, 2024 you made a charge card payment of $411.00 (7802).Leaving you with a balance due of $242.45, late fee $36.30 applied on July ******, total due is $278.75.
  
  On July 11, 2024 you made a payment of $278.75 on the MobileApp.Bring your balance to a zero.
  
  On August 1, 2024 rent due is $242.00 late fee $36.30 total $278.30. On August 24, 2024 you made a payment via Check/MoblieApp, was returned back to Public Storage on August 29, 2024.
  
  Total due as of August 30, 2024 total due $278.30 plus $25.00 equal $303.30, Plus rent for September 1, 2024 $242.00, plus lien fee $61.00 for carrying the balance of 30 days total due $606.30.
  
  On September 5, 2024 you made a cash payment of $278.30 leaving you with a balance of $328.00, plus late fee for September $36.30, total due $364.30.
  
  Mr. ***** you are locked out of your unit, in order to have access you must have a zero balance.
  
  As a customer service gesture I have waived a late fee of ***** and one $25.00 return check fee in the amount of $61.30.
  
  No other accommodations will be made on this account.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented unit via text. Received confirmation, access code and storage unit number. Paid 1 month plus lock. Arrived on July 13, 2024 and with help from relatives(4 of us total) we loaded items into the storage unit. Went back to unit on July 9 and there no lock on our unit, just a blue tag. The person at desk (*** ****) said blue tags indicate the unit is ready rent. He was able to open it and everything was gone. The unit had been swept out and was ready for the next renter. When I asked about security cameras his reply was "not on your row"! My father has passed away 2 weeks prior and most of the items were from his home including unique one of kind pieces and several antique pieces. We estimate the loss to be between $15,000-$20000. We called the police and they just gave us a case number and told us to look on internet or go to **** shops. We believe someone that works there is responsible. We had several pieces that would need at least 3 people to lift so this could not have been a person job. Also, if they noticed the unit was vacant (which would in order to clean it) why were we not notified since we were paid up? There too many thing that don't make sense for their explanations. Public Storage does have an insurance company called Orange Door which we filed a claim with but the max they out is $4,900. We are seeking legal advise as well. This is unsetting on so many levels but what hurts the most is losing my fathers possessions.

  Business response

  09/19/2024

  Ms. ******* ********* we are responding to a BBB complaint filed regarding stolen items that belong to your deceased father, our deepest condolences for the loss of your love one.
  
  We are sorry for any inconvenience that you may have experiences regarding this matter.
  
  On yesterday,September 18, 2024 our District Manager **** spoke with you regarding, why you were not notified of the burglary.
  
  He explained, our vacate procedures and that it is a common practice that when we find a unit empty with no remaining goods inside, we vacate it out of the system.
  
  Although she initially thought this was an inside job, she understood that it was possible that her unit was targeted by others outside of PS.  I also assured her that we did extensive research using gate records and watching video but could not determine who was responsible.
  
  I requested that she provide me with any police report information so I could partner with local law enforcement in an attempt to look further into this incident. 
  She will be providing this information to me in the next 24hrs.  
  
  Please continue to work with your insurance company Orange Door regarding compensation for stolen items.
  
  
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put my things into public storage for 2 to 3 week while my lease was ending on June 30th 2024 in my old apartment building I moved into my new apartment on July 13th 2024 and paid movers to get my things out of storage and move them to my new apartment everything I owed was in that storage unit designer shoes all my clothes designer handbags, all of my furniture, bed electronics TVs everything I owned my first issue with the storage unit is the people they hired to clean the units and touch up the paint around the units used a power washer to wash the outside of the unit and all the water they strayed got into my unit and I have videos and photos of ever claim I am making and I have it documented with public storage once it was time for me to move into my new apartment I went with to get my things and my storage unit was infested with roaches so I could not take anything with me to my new apartment public storage and their insurance orange door had me fill out forms indicating everything I own the price of it if it was in good condition, etc. etc. I filled out 3 to 4 pages of my property and things I own that was in the storage unit. They sent me a check for $250. My things were well over that amount one pair of my shoes alone were more than 250 dollars they didnt even bare minimum give me a refund for the money I did pay for renting the storage unit the time I was there they just didnt charge me a clean up fee as if that was doing me a favor. I feel completely defeated and this is outrageous that they think that 250 dollars is nearly even enough to cover anything I lost

  Business response

  09/12/2024

  Ms. ***** ******* we are sorry that you experienced damage to your items.
  
  Your District Manager *****, spoke with you this morning, she offered to partner with ******************************* to see what if anything we are able to do.
  And get back to you by Monday, September 16, 2024
  
  After reviewing your account we show that you did accept ********************* @************.
  
  At the time of rental you executed a Rental Agreement where she agreed and understood in section six (6).
  
  Insurance: Release of Liability: All personal property is stored by the Occupant at the Occupants sole risk. Insurance is Occupantssole 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.
  
  Please continue to work with your insurance company regarding the damage to your items, and any additional reimbursement.
  
  If you have any more question please reach out to District Manager ***** @************.

  Customer response

  09/17/2024

   
  Complaint: 22269530
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a unit at ********************************************************************************************. I transferred to a different state and my adult son moved my belongings. He thought the lock that Public Storage provided was theirs so he left it on. I called early August 2024 and left a message as no one answers the phone at this location. I told them I moved out. The manager called me back and said she would close my account and go check the unit to make sure it was empty. She never called me to tell me that my son left the lock on and she didnt close the account or I would have had him fix it right away. I got billed $85 in September 2024 that put my cc over the limit and I paid extra fees. I called and the manager apologized for not letting me know. My son went down same day and took lock off. Manager said she would request a refund but it wasnt up to her. Corporate denied the refund even though I called and explained the situation in detail of the manager error. I travel all over for my job as they relocate me about every 1-2 years, I will never use them again. This is a warning to never use Public Storage as they are highly unethical. I will share this review every where and advise all family, friends, acquaintances, and fellow colleagues to never use Public Storage as well.

  Business response

  09/19/2024

  ***********************************, as a  one time **************** Courtesy we will refund your charge card payment  of $85.00 back to your charge card.

  Your account is closed and you have a zero balance. 

  We consider this BBB complaint closed. 

  Customer response

  09/20/2024

   
  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 1, 2024 I paid our storage rent as usual. Couple days later we went to the unit to get something and noticed water has entered the unit and much of our belongings had been damaged. The facility manager came, took pictures (and so had we) and assigned us to another unit. From there everything has gotten confusing and inconsistant and totally out of hand. Twice we have been able to speak to 2 diff individuals; one via the talk box, and the the the facility manger. This whole situation is a big mess and I would like to speak to the district manager and get some resolution rather than bring to BBB. However, I have been looking for the district managers contact info but every number I call takes me back to the programed promts..we found your unit number, pay bill here, etc etc. At this time I would like a human contact and NOT the manager to the facility. We have already made dozens of calls to her with no return phone contact and no person at the property site where she is said to work when we go there looking for her. Just a name, phone number and/or email address is all I need, and hopefully I will not need to return back to BBB with a follow up. Thank you *****

  Business response

  09/16/2024

  Your District Manager ****, spoke with you on September 13, 2024, regarding the damage items.
  
  After reviewing your account we show that Mr. ****** did not accept ********************* at the time of renting the unit.
  
  At the time of rental he executed a Rental Agreement where he agreed and understood in section six (6).
  
  Insurance: Release of Liability: All personal property is stored by the Occupant at the Occupants sole risk. Insurance is Occupantssole 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.
  
  Please continue to work with your insurance company regarding the damage to your items, and any additional reimbursement.
  
  We were able to waive the remaining balance on your account in the amount of $157.60.(Rent and late fee).
  
  It was also agreed that your rental rate for the next two months including October and November 1, 2024, will be in the amount $164.00.
  
  By the end of November, you will get a rent rate increase notice advising you of your December rent rate.
  
  If you have any more question please reach out to District Manager ****** @ ************.
  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They constantly hike prices, and their business practices are nothing short of a scam. I moved out on the 1st day of the month at noon, and they still charged me for the entire month. It's blatant theft. They refuse to prorate, which is just pure greed. This company is a rip-off, and their employees are completely useless. Absolute trash business!

  Business response

  09/11/2024

  Mr. Myeongie ***, we are responding to your concern regarding Public Storage Billing and ****************.

  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.

  
  Mr. ***, 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.
  
  Mr. *** you have a zero balance.
  
  BBB we ask that you please close this claim based on our final assessment.

  
  

• Initial Complaint

  09/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  i was looking for a storage unit for rent and came across an ad with a great price on the size of unit i needed. there was no info on this special for length of discount. so i called the phone number and asked about the length of the promotion because it was not listed on the site and it was the only unit offered at the price of $166/month. the woman who answered my question said it was an online only reservation, its the only unit available at that price and the price would be good for the length of my rental and should reserve it right away. when i completed the reservation i requested a copy of the contract, which i never received, and it was not able to view online either for me to verify this pricing. talking to the local office they said they dont see any notes about this. i escalated this to their supervisor and upon receiving his call, his message to me was "we dont do that and the contract states we can raise your rent as we see fit." i was given the phone number to their supervisor where i left a message and my call was never returned. i rented a similar unit in the past, at another of their locations with the same type of promotion, and fortunately they honored it because in the 2+ years i had my stuff there, my rent did not increase.

  Business response

  09/09/2024

  Mr. **** *******,
  
  Public Storage received a BBB complaint regarding your Rent Rate increase.
  
  We apologize for any misunderstand as it pertains to his rent increase.
  
  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* Terms and Rent on your contract.
  
  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.
  
  Mr. *******, we show that the Rental Agreement was e-mail to the same e-mail address on the BBB complaint on March 11, 2024.If you would like to view your document, please log into your account and go under documents.
  
  Unfortunately we are not able to make a rent rate adjustment at this time.
  
  If price is still an issue, we can always revisit what you are 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. Mr. ******* you are currently renting on of our larger size unit a 10x25.
  
  As a customer service gesture we were able to waive the late fee of $49.20.
  
  As a valued Public Storage customer we appreciate your business and look forward to continuing to meet your storage needs.
  
  We consider thi BBB complaint closed.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  While going through my storage my blood glucose dropped and I began shaking it would of taken me too long to try to put everything back into my already packed storage so I pushed it all into the empty storage next to mine. When I left my sugar was 30. I couldn't return for a few days but was told I had till the next morning to remove my things from that storage but bcuz I was in bed sick for days I missed my payment and was locked out of my storage so I couldn't get access onto the property to remove my things. I payed what I owed which was my rent plus $150 for ( i was told by ***** it was a cleaning fee) but was listed on bill as abandoned items for not leaving storage in as rented condition But I never signed a rental agreement to rent that storage. Legally I can not be charged per the reason for the charge. Then I got my next months bill my rent also had gone from $89 to $115 and there was another fee of $75 for a cleaning fee for not leaving unit in as rented condition I called the property and ***** told me it was for leaving 2 empty boxes at the dumpster. I left them incase someone else needed them. Now I paid my bill again and few days later my next bill was due I which I paid so $269 then $438 then $130 I went to go to my storage like 6 times and when I put my code in it said property currently closed everytime. I called ***** who told me I was restricted to office hours for leaving late 3 times. Nowhere in my rental contract does it say anything about being charged if anything was left at the dumpster or I never would of left anything also nothing about being charged for leaving anything anywhere on property. Not unit rented to be charged for not leaving in as rented condition because I still have my original storage. I was never given a warning or informed this office hours restriction could happen. Why am I paying rent on a unit I can only go to during hours that I'm at work making money to pay for it when I can't even go to it. I want my $225 back also

  Business response

  09/10/2024

  Ms. Thamishia ******** *********, we apologize for any inconvenience that is may have caused you.

  You  spoke with your District Manager ***** on today and it was agreed that Public Storage would credit your rent for October 1, 2024,due to the  misuderstanding regarding your fees. 

  If you have any other questions,please reach out to ***** @ ************.
  We consider this BBB complaint closed.
  

   

  Customer response

  09/27/2024

   
  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.

  I want to thank the district manager that took care of this matter for me. And as long as it is done as promised I will be happy. ????
  
  Sincerely,
  
  Thamishia *********

• Initial Complaint

  09/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for a Storage unit and the price shown on the advertisement was $50. I had a hard time to reach a representative at the Public Storage location : ********************************* Unit Size 10' x 15'. Finally the person arrived and NEVER MENTIONED THE DATE THE RENTAL WOULD BE LATE. THERE IS ALWAYS A ***** PERIOD TO PAY THE RENTAL. My son rents storage from this company in Indian trail and pays on the 9th without a late fee. I signed the contract and this awful company is charging a late fee after the third, continuously. I just made a payment of $72 . That includes a late fee of $22. Because their employee never stated when the storage is due and also charged 2 weeks after I claimed 1 month fee. I am requesting this company to return the two consecutive late fees they charged me. Corresponding to August and September, 2024. They are abusing me charging late fees one day after the payment is due. There is a ***** period they never stated anything about that during the check in process. I truly regret doing business with this company. They are a rip off, a scam type of company.

  Business response

  09/12/2024

  Ms. ****** ******, we apologize for any inconvenience that you may have had regarding Late Fees.
  
  Ms. ****** please review your Rental Agreement that you sign on July 12, 2024 as it pertain to the late and lien fee.  (Terms and Rent)
  
  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.
  
  All payment must reach us before the fees are applied.  As a customer service courtesy we allow you a total of 6 days to pay your rent without getting a late fee.  Rent is always due on the 1th of the month and late fee are applied on the 7th days. This information is provide in the contract on the first section of the contract. 
  
  As a customer service gesture we were able to waive the late fee of $20.00 for the month of September. You currently have a credit of $24.50 to go toward your next month rent.
  
  Public Storage will not make any more concessions or accommodations regarding this matter.
  
  BBB we ask that you please close this claim based on our final assessment.
  
  
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Public Storage advertised a space for $1 for the month but charged the full price. I expected that the payment would be applied to the following month to honor the promotion but instead they charged me again for a full month and are now saying the unit that I rented was not a part of the promotion. There was no where that stated the unit was not included in the advertised promotion. They need to honor the promotion and waive the rental and additional fees for the current month. This is false advertising and taking advantage of people.

  Business response

  09/09/2024

  ***************************,
  
  Public Storage apologize for any inconvenience that this may have caused you.
  
  We pulled your reservation that you reserved online and it does not offered the $1.00 for the first month rent on your selected unit.
  
  As soon as you log in of Public Storage website it say $1 First Month Rent Where Available.
  
  We have a disclaimer at the bottom of the pages involving the different promotions that we offer our customer.   
  
  Online pricing available only for online reservations and rentals. Not sure about the size you need? Dont worry; online pricing discount will be honored for any rental originating from an online reservation.

  
  Offered only on selected units and subject to availability. Applies to first months rent only. Promotions good for new customers only. Not available on transfers or additional spaces.Pricing subject to change. Reservation required to guarantee price.Restrictions, taxes and fees may apply. Actual unit sizes may vary from approximate size estimate. Please inspect any unit before renting.

  ************** you currently have a balance owing of $406.86, this is also including a return check fee of $25.00 which we waived as a one- time courtesy. We also waived the late fee of $60.80.The total amount due immediately is $321.06.
  
  We consider this BBB complaint closed.

  Customer response

  09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is falls short of satisfactory but I have accepted the resolution.
  
  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. ↩