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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a storage unit at their garden grove location on Western. I have an issue with the increase in the unit that I wasnt informed will double in cost after a short period. And the unit is infested with rodents. I have a phobia of rodents and been advised I have to file a claim and figure out what the rodents have damaged. Im not entering the unit!!! I have requested multiple times to speak to a manager and yet to receive that call.
Business response
08/19/2024
*************************************, our District Manager, contacted you today to address your concern and provide a resolution. Should you require any further assistance, please feel free to contact him directly. Thank youInitial Complaint
08/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I missed a payment on my storage due to the ******************** breach which caused me to be over 30 days late on my payment. When I gained access to my bank account I tried to make a payment to Smart Stop on July 2nd to find that my account had been assessed a lien and my storage would go up for auction. I explained my situation to an employee who told me to send an email and they would forward it to their district manager. Two weeks passed and I didn't hear anything so I contacted the store again on July 16th and spoke to ******* who assured me she'd send my information to the district manager. I didn't receive a call or email so I contacted the store again on August 6th and spoke to someone named ******* who I belive worked at a centralized call center, not necessarily the location I called directly. He stated they weren't answering and possibly helping other customers. At that time he took my information and issued a service ticket *****. It is now August 10th and still nothing. My items go up for auction in the next 10 days and I have been trying to resolve the account since July 2nd. I've sent an email with the letter from Patelco, I've called multiple times and still no resolution. There isn't anything of monetary value in the storage however there are personal items of sentimental value. I just want someone to email or call me back and kindly remove the lien charges and I can pay my account current. I've been trying to pay since July 2nd.Business response
08/15/2024
Hello *******, our District Manager, has made several attempts to reach you and address your concerns. We have been unable to do so. Please feel free to reach out to our District Manager directly at **************. We look forward to connecting.ThanksInitial Complaint
08/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed a lease agreement with Smart stop storage facility at ***************************************** 5 2024 for a 10x20 storage unit in ********The fee was $279 + tax On August 1st 2024 I was charged $378 + tax I called smart stop and was told by their employee (**************************) that their is a clause in the agreement that they may raise the rent with 30 days notice in writing (by mail).But:1. This clause is 'cleverly' hidden at the end of a paragraph discussing extra fees due to late payment, damage to unit, cleaning fees etc. When I signed the lease I asked what is the monthly rent and was told it is 279 + tax. I was NOT told this is month by month etc and that it may be raised.2. I did not receive any mail from smart stop.3. I opted in (on my lease agreement) to contact by EMAIL. I have not received a single email from smart stop since I leased the unit.Business response
08/09/2024
Hello, *******; our district manager was able to address your concerns and provided a resolution that proved satisfactory to you. If you would like to discuss your situation further, don't hesitate to get in touch with our district manager directly at ************. Thank youInitial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
ON August 3, 2024 I went to my storage unit and was shocked to see the door to the hallway unlocked and unsecured. There had been a break in to my unit back in January of this year and my unit was damaged beyond repair. Every time I go to my unit I have to have someone unlock the door and help me get into my unit and lock my unit. I was told I would receive a key to the hallway where my unit is located. Went to the office and was greeted by a gentleman who said he was the manager of the Fairfield location and they other guys was no longer working. I informed him of what has been going on with my damaged unit, me moving my stufff into another unit, being charged more for this unit and HE TOOK MY KEYS AND LOCK TO MY UNIT AND SAID he would call me to let me know what is going on. It hasn't happened and my storage (to my knowledge) is open and ready for ANYONE to rob me.Business response
08/08/2024
*****************, our District Manager, has made several attempts to reach you and address your concerns. We have been unable to do so. Please feel free to reach out to our District Manager directly at **************. We look forward to connecting.Thanks!Customer response
08/09/2024
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
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This location at *******************************************************************************, represents itself on the web as being a ** certified business with an A+ Rating. In fact, it is not on the ** website at all, but lists 75 complaints associated. It should not be represented an accredited business. They are billing me for a climate controlled unit, and in fact admit that building has not has HVAC for some time back.Business response
08/07/2024
Hello, ****************; thank you for reaching out with your concerns. Our District Manager has contacted you regarding the status of the Air Conditioning repair. We are in the process of replacing the Air Conditioning and have offered to transfer you to another unit. As you decided to move out, we agreed to refund the rent for August for the inconvenience. We hope your move went well and that you will consider doing business with us in the future. Thanks!Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Gave notice to vacate storage unit for 7/6/24, was charged full amount for month and told they do not prorate and had to pay full month. Gave full notice per their policy. Whatever, this place consistently increased prices over the 3 years we had a unit there without any sufficient reason other than they can, so this was not surprising. Got to facility morning of 7/6 with movers to empty our unit and was rudely told by employee named ***** to get off the property with no reason other than electrical problem. When trying to ask questions and find out when we could vacate, no answers given just rudely told to leave and walked away. During this interaction with *****, it was mentioned by ***** that we should reschedule our move, which wasnt possible since our physical address belongings were already loaded on the moving truck, which was with us when we went to vacate the unit. We have received zero contact or answers as to why we couldnt get into the property to get our stuff, and only half of our belongings are in new city as this was not a local move. Was told by corporate customer service the district manager would be contacting due to the issue and also told by employee ******(?) on 7/7 that the district manager would be contacting to address the issue. Today is 7/9 and no call or information regarding our stuff or compensating for our lost time with movers and the added cost of either hiring movers again or figuring out a self move, both of which incur more costs on us without adequate information from this place or how it may have been resolved the day we were supposed to vacate. This is poor business practice and poor customer service, and in my opinion theft as we were denied entry to get our property. We are seeking compensation for us to get our stuff that we have been denied access to the day of moving to another city.Business response
07/12/2024
*******************, our District Manager, has made several attempts to reach you and address your concerns.Please feel free to reach out to our District Manager directly at ************.We look forward to connecting. Thanks!Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was not informed about the price increase of a storage unit I rented. I signed a contract stated that it was $73.00 per month. Nowhere in the contract did it say that the contract would be increasing in 6 months by $94.00 per month. I log into my account to make a payment and it says that it is $167.00. I called and the employee informed me that they have the right to raise the price whenever.Business response
07/08/2024
Dear ******************************************, our District Manager was able to speak with you today to discuss your concern, review your account and our policy with you, and provide a resolution. Thank you and best regards!Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Business told me over 6 yrs ago they would not go up in price. Started at $55/Month now $115! I told them when moved my stuff in I was on limited budget because of cancer 4xs now since had unit. They go up on my unit every6 months in price! I have had no warning because they never have changed my address correctly. I was told when I called to complain before late on payment I only had $106 not $115. I didn't know they went up in price once again! I was told district manager would call on an ***# which he never did til AFTER they got payment then called right as I was clocking into work at 2:55 pm! I told them I worked at 3 pm. They overcharged me $125 + $15.60 +$1 super the insurance amount too now! +$115 for the last month I was waiting to hear about + $115 for ***** They cut my locks off my storage. Had 2 nice ones over $25 a piece. A loyal customer over 6 yrs & never late &cut my locks off with NO warning! They send me a bill with no explanation that they r gonna be cutting my locks off & taking pics etc in my srorsge. I'm fixing to go thru the storage & compare my pics to make sure they didn't steal something. All they had to do if this was case was cut one lock & put theirs or lock me out of gate. Cutting my locks off was unnecessary & never was told this. Not right when they knew I'd be paying for that unit! per my history. I called before late, they knew issue. I want a refund of $125 & 1 brand new lock& refund for last 5 year's of price overage. This is 510 & it's way overpriced! They advertise $29-40 a month all time. I want refund for the last yr on increase! Was given 1 used lock when I went to pay $371! UNFAIR & NOT RIGHT to cut someone's locks at 32 days & not even give them warning or email me back. I had wrote 2 emails about my complaints on the price increase &no response.They never called from an #*** The lady at desk said called from *******# They could have had on the invoice they were cutting locks&I would've drove down like I did when I callBusiness response
06/25/2024
********************, thank you for your feedback. We will have the District Manager contact you to discuss your concerns. Thank you.Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The nature of my problem is that the price of the unit substantially increased after 6 months when I was told that the price would remain the same for a period of twelve months. Noting that the unit that I rented is not a standard sized 10X10 unit as it has the building support pillars in the unit and a smaller entrance door than a regular unit. I have reached out to ***** from customer service and she has failed to return my call.Customer response
06/04/2024
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
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
3 months ago I picked a 10 by 5. Cost including insurance and taxes 150 a month! I paid full market value at the ******** location. Now I saw the 5 by 5 advertised for 58 dollars! Went to the office to change and got that it was a promotion for new customers only. And that now the bill for a 5 by 5 is 100 and a moving charge of 80 on top ! Missleading advertising ! **** move my buzz elsewhere to a real non scamming company!Business response
05/30/2024
****************, thank you for reaching out. Our District Manager was able to speak with you and explain our promotional rates. If you have any further questions or additional concerns regarding your rate, we encourage you to reach out to him directly. Thank you.
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79 total complaints in the last 3 years.
42 complaints closed in the last 12 months.