Complaints

This profile includes complaints for SmartStop Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SmartStop Self Storage

  10 Terrace Rd Ladera Ranch, CA 92694-1182

  
• 

  SmartStop Self Storage

  2380 Fenton St Chula Vista, CA 91914

  
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  SmartStop Self Storage

  2845 E. Riggs Rd Gilbert, AZ 85298

  
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  SmartStop Self Storage

  69 Torbarrie Rd North York, ON M3L 1G5

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  SmartStop Self Storage

  1197 Plains Rd E Burlington, ON L7S 2K2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/17/25 I spoke with ***** and advised her of my intent and plans to pay. On 11/1925 my items were sold.

  

  Business Response

  Date: 11/24/2025

  Dear Ms. ******************* discussed with our District Manager, we reached out using the contact information available in our records. Please note that units are auctioned only as a last resort when an account is significantly past due. While auction buyers are requested to return any personal items after clearing the unit, we have not received any items back from the buyer at this time.

• Initial Complaint

  Date:11/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need reimbursement for my refrigerator and ALL my rent paid and the pay to quit due to your known rat infestation for the last 3 or 4 year my ******* ******* refrigerator had a nest in it the day I went to move my things out the current exterminator had to be called on the spot which took 2 hours out of my busy day but what is the killing part is the facility including corporate knows about the rat infestation which I was never told about there was absolutely no food in the unit. but my new fridge not even a year old will not be covered by the warranty or insurance. This whole experience is on smartstop. All my equipment and furniture had RAT p*** all over it where the facility gave me gloves a vacuum cleaner some wipes. and sanitizer due to we could not touch anything with our bare hands the items that were ate up and and destroyed was left behind dues to moving liability for the mover none of it was sturdy. I have live video and picture of the removal and everything in the unit once Smartstop reaches out. I also want to discuss the illegal sale of the my things at the **************** Location with *** and his unethical behavior.

  

  Business Response

  Date: 11/07/2025

  Ms. ********* as per your conversation with our District Manager, you were notified based on the contact information we had on file.  Units are only auctioned as a last resort when the account has gone severely past due and no arrangement is made by the tenant.  There is also the offer of our Tenant Protection Plan, which you declined due to having your own insurance.  We are not responsible for the outcome of your insurance companies determination. Please feel free to reach out if there is anything else we can do.

• Initial Complaint

  Date:10/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business attempted to take payment for my storage unit on 27 October. The payment did not go through. They attempted to take the payment four more times over the next three days. The card is unavailable for payment. The business called twice attempting to collect payment, but when I try to make a payment using the links from their website with a different card, it says "Payment failed". I know there is money in there because I used the same account to pay other bills. I attempted to use the customer service line and she received the same issue. I already believe their business practices are shady as my amount due for this unit have increased twice over the last year almost $200 since signing my lease.

  

  Business Response

  Date: 11/03/2025

  Ms. ****** we sincerely apologize for the inconvenience you experienced with our payment system. Unfortunately, we encountered a technical issue that affected the auto-payment functionality.  A temporary fix has been put in place, and our team is actively working on a permanent resolution.We truly appreciate your patience and understanding during this time. Thank you so much for taking the time to visit the store to complete your payment were grateful for your continued support.

• Initial Complaint

  Date:10/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm late on paying for my two units and I know that is totally on me but I went in today to grab a few things from each unit which is totally within my 31 days to do so. I got unit J29 last year in september on the 27th and got unit R16 a whole day after that so on the 28th of september. I went to the storage place today on October 27, 2025 and was able to get into my J29 unit but they have cut the lock on my R16 unit and refused my request to grab a few things. How can I get into a unit I got a whole day before but couldn't get into the R16 when i should have had at least a day left before my 31 days were up. I talked with an employer there today but she wouldn't allow me to enter only in the J29 unitwhich i got on the 27th today was the last day so the other R16 i got on the 28th but they already locked it up. I dont want money I have things in that unit that are not replaceable I want them!! They also said there both getting sold in December 2025. She stated she's going with what the computer says just after telling me when I first got each unit and I know for a fact there computers have messed up before the last time this happened there computers messed up on the last time with same units on the sold date pushing it way out of the normal date to sell

  

  Business Response

  Date: 10/30/2025

  ********* our District Manager, has tried reaching you and Mr. ******* but has been unable to connect due to a full voicemail or no response. We understand that challenges can arise. Per our rental agreement, units overdue by 30 days are overlocked until the balance is paid in full. Were here to help you resolve this and restore access to your unit. Please reach out so we can assist you.

  Customer Answer

  Date: 10/31/2025

  I don't understand how they can lock that unit up when the other unit was still open to us when we got it a few days earlier. and we cant answer our phones when we are homeless and barely have time to charge our phones let alone have service on them ******* phone isn't on so he cant receive any phone calls and I've never received a phone call from them.  I only want a few things out of there and they had that locker closed up 29 days i thought in our contract it stated 31 days then they cut the lock we went there on the 30th day to grab 4 things. R unit i got on the @8th and the * unit was the 27th and we were able to grab a few things I know we are late and we always pay i just got done paying 2300 on 9/18/2025.  

  

  Business Response

  Date: 11/11/2025

  Ms. ****** we sincerely apologize for the difficulties you've experienced. We truly want to work with you to find a resolution that meets your needs. If you're currently unable to receive phone calls, please feel free to visit our office at your convenience so we can discuss the matter in person and support you directly. Thank you for your understanding, and we look forward to helping you.

• Initial Complaint

  Date:10/24/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have stored my stuff at Smartstop self storage here in ********* Ont first my stuff was destroyed by a roof leak so I lost all my furniture the company moved me into a dry unit in August of 2025 then October 23 2025 I went to get what bins and boxes I had left and someone broke into my unit rooting thru all my bins and boxes that I had left stealing items of value and the storage facility is telling me it is impossible for someone to break into the unit I had When I went to open my two lock I had on the wooden door I notice the locks had been tampered with then I proceeded to open them and enter the unit to find all my boxes and bins ripped thru we have involved to police and I was told to come here and put a complaint in I feel like something else is going on here because the employees were making tons of excuses and even arguing with myself and my daughter I am not sure where to go from here but I figured someone should start looking into this company as this is the second time I have had an incident with Smartstop self storage They took my daughters Pokmon cards worth thousands of dollars and my jewelry box full of jewelry and coins and different kinds of bills from other countries Also a silver heart containing my dead fathers ashes These are the photos of the door and insurance claim the company started my daughter has more photos So if you email me I can have her send them too

  

  Business Response

  Date: 10/28/2025

  *** ********, were sorry for the distress caused. We acted quickly and investigated, filed an insurance claim, and moved your belongings to another unit. We're here to support you and will be cooperating fully with the investigation. Please reach out if you need anything further.

  Customer Answer

  Date: 10/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:10/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My storage unit monthly fee was raised a few months ago my original monthly fee was $101 new monthly fee $158 I understand my storage unit is on a month by month basis but I should have been told about it in advance not to be a hidden fee to surprise me later with it. Also isnt that considered false advertising by the business. The second issue is they can raise my monthly storage unit fee but they cant guarantee to fix my lighting in my storage unit. **** who works at smart stop storage told me when I told him about the lighting issue in my unit **** said that if it was an easy fix they would fix it but if it wasnt an easy fix they wouldnt fix it. So now Im filling a complaint

  

  Business Response

  Date: 10/23/2025

  Mr. ********** based on your conversation with our District Manager, we understand the resolutions to the issues are being addressed.  Please let us know if you have any further questions.

• Initial Complaint

  Date:10/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by the store representative as well as on the ********************** that the payment due is on the first day of each month, and there is a five day grace ******* However when I paid my October rent on Oct 3rd, I was charged a 20% the late fee. Only then I was told the payment due date is 27th each month.This contradictory information on the *** page needs to be updated. And late fee waived.************************************ rt/faqs.The unit is G102 at **************************************

  

  Business Response

  Date: 10/07/2025

  Mr. ******* thank you for your feedback.  We understand you have spoken to our District Manager and resolved the issue.  We have also made the necessary corrections to our website to provide full clarity.  Please let us know if you have any further questions.

• Initial Complaint

  Date:10/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of their branches smart stop self storage located in ************************************ posted unpaid unit for auction. When we arrived to clean it manager said that temper tag doesnt match the one listed on invoice. She opened unit after making call to someone and rushed to her office. We checked photos of content with what was listed and got shocked all good stuff was gone unit was checked by someone and leftovers were offered for us to pick up. This is fraudulent misleading activity made us to ask for refund of deposit and paid money for auction. Manager was running around the property for about an hour trying to find out what to do she looked weird and suspicious like she stole stuff and didnt know how to cover herself in this situation. She came with proposal that she will give us cleaning deposit but not money paid for auction. Really? We didnt take anything she was called immediately when discrepancies with photos were found but keeping money help her to make it the way that we cleaned the unit and hide her actual theft activity there. Long story short finally she gave us written refund receipt but we never got this money back. This location must be checked for who its operated by because dishonest people running show there. Also refund us ASAP. Its little amount but its matter of principle if you messed up get our money back. She didnt want to cancel auction on website pretending she doesnt know how. We called to support and ask what to do in the situation and they confirmed that it must be canceled and if canceled refund must be issued to us. Horrible! Drove 1 hour to deal with this problem.

  

  Business Response

  Date: 10/03/2025

  *****,
  Thank you for your patience while we reviewed this matter with our District Manager. We can confirm that the cleaning fee has been refunded, and the auction cost has been credited back to the original payment card. Please dont hesitate to reach out if you have any further questions.

• Initial Complaint

  Date:09/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Started renting a storage unit on 6/26/2025 from SmartStop with no mention of a promotional rate. They stated their promotion was to get the first month off rent which came to be about the same cost as the move in fees.- I received a letter in the mail where they claimed the "promotional rate" will end on October 26th, 2025 which took the rate from $36.00 to $82.00. When I moved in, I told them that I was preparing to head to training for the *****************************. They knowingly planned this for a time I would be out-of-town and nearly tripled my rate.

  

  Business Response

  Date: 10/03/2025

  Mr. ******* as our District Manager discussed with you, all of our tenants are on a month-by-month rental agreement which rates are subject to change as outlined in section 24 of the rental agreement. This is not some kind of a specific targeted attack on any individual but is a policy applied to all of our tenants and is a common practice in self-storage. Our District Manager has worked with you on the increase and our store is available to assist with any future concerns you may have. Thank you.

• Initial Complaint

  Date:09/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer at this ********************** facility for over 5 years, through multiple ownership changes, and unfortunately my recent experience with SmartStop has been the worst.When I went in to pay an overdue balance along with another unit, **** (the manager) misled me about how my payment was being applied. He told me the second unit would not go up for a bid and that I had until the 26th but he never disclosed that my belongings would be put up for auction before hand, or that there was a strict cutoff time on the 26th. Because of this lack of transparency, I was blindsided.Not only was I misinformed, but the way I was treated was unacceptable. When I first walked in, **** ignored me, continued his personal phone conversation, and then treated me with absolute disrespect. This is not how customers should be treated, especially long-term ************ items are not just stuff they include family photos and sentimental belongings that cannot be replaced. The abuse of power, dishonesty, and lack of customer service here is shocking.I am filing a complaint with the Attorney General and pursuing media coverage so others are warned. **** does not own this facility, and he should learn what true customer service means **** does not deserve a management position. How embarrassing

  

  Business Response

  Date: 10/02/2025

  Ms. ********* we understand you have been able to connect with our District Manager and have resolved the issue.  Thank you for your feedback and please let us know if you have any further questions or concerns.