ComplaintsforPrice Self Storage

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Azusa self storage- was not advised about price increase. Aware of one month promotional price but was not explained increase. Address was updated in person but somehow lost paperwork even though it was filled out in person. First property manager I spoke to was extremely rude. When he verified my address it was incorrect and tried to say that it was my fault for not updating address although I did do it in person. I sent an email to the contact us box and did not hear back. Called again one month later and this rep is now telling me mail was returned which was why I did not receive notice. So Im not understanding why no one felt the need to update me. The increase affects my livelihood.

  Business response

  03/12/2024

  PSS Azusa, LLC. has reviewed the customer's account / communication history, and is attempting to reach the customer by telephone to: resolve mailing address concerns, assist customer with understanding rate increase schedule, answer any other questions the customer may have. Our notes indicate that the customer keeps hanging up when answering the phone, and may think we are a telemarker. Please answer calls coming from ************ or contact us directly. Ask for ***** or *******, who are both familiar with the situation and ready to assist. 
  

   

   

   

  Customer response

  03/12/2024

  last spoke to rep 3/11/24. They have only attempted to call once today 3/12/24 and it was during work hours. No phone call has been picked up and hung up on. 

  As mentioned to rep on 3/11/24 and on 2/2024. Im asking for rate to be honored at least for one more month. As it was their lack of communication and deceiving to not explain this upon signing contract . 
  
  First rep ****** I did receive mail but since I did not update my address I didnt get it. 
  now second rep I spoke to is telling me the mail was returned. 
  how is it that they are able to call me to collect payment but not to update address if mail was returned and unable to verify price increase. I have not received price increase mail for the other increase as well. 
  mail is forwarded to my updated address 

  Business response

  03/12/2024

  We will contionue to attempt by phone to resolve this matter. I have further advised the team of your request. If you have availibility, please reach out to them tomorrow between 8am - 5pm and they can further provide assistance. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  An account was put in my name fraudulently and my things were placed in a storage unit while I was going through a domestic abuse incident with my at the time husband. Where me and my then husband stayed with his relative. I received an email and thats how I even learned about the storage in the first place I currently been on a medical leave of absence from work and havent worked due to an injury. And I was told I can do a pay to vacate for $500 but it had to be only cash money order and cashiers check I only had it on a credit card where I couldnt get cash advance. So I had it to pay in that way. Since it wasnt accepted I told employee ***** I needed time to make payment in the form they wanted in it I just spoke to her the week prior to Christmas and she told me I needed to make the payment soon. I received a call on 12/28 saying ***** told me and put it in the notes I needed to pay by 12/18 which wasnt told to me. I told her I had to ask a church community for help and it isnt done next day they have to evaluate your situation, get it over to a committee and approve it they will have the cashier check totalling 500 on 01/01 but the office manager claimed I can only pay ******* I clearly dont have that amount and its not even a full storage full of things and it was done illegally and fraudulently. And I do have a police report. So to force me to pay **** because they werent willing to accept the 500 payment via credit card is insane. And this is why Im reporting it. I have the 500 to pay but not the **** and if thats what they have to receive I will need time when I asked for corporate number I was told theres no one higher up than her and she was very rude and I told her she was and she responded Im sorry you accepted my assertiveness for rudeness when in reality she was both and dont need to speak to customers like that. Thank you

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So they put a hold on my storage due to their discrepancy and negligence. They sent me a bill I was unable to pay online because the bill was for charges that did not occur yet! when I contacted them via email in response to their request for payment I heard nothing back. Then I receive a call stating that they did not even read my email in response to the email the sent me. I received a call today stating that there was a lock on my storage and I needed to pay the full amount. Now *** asked on several occasions to pay in installments to maintain my professional relationship with them so when I was told I needed ti pay in full as if I had any other options is news to me. When I tried to explain to the young lady about the bill payment online for the amount that hadnt occurred yet she abruptly said theres a lock on your storage and hung up in my face. She said three times she didnt know what bill I was looking at as if I made it up. Im being penalized for their mistakes again! This is not the first time this has happened they charged me an erroneous amount and then proceeded to lower the amount to the actual amount before I submitted payment. They keep pressure me into this corner or else and then its their lack of communication that continues to fail me as a client and trumps up my charges. For a business to be in standings for as long as they have and not work with the customer to resolve but instead, make me feel as if Im wrong and then hang up in my face and put a lock on my only belongings I have left is heartless I live in my car and its all I have no excuses Im responsible for my payment but at least have the dignity to work with me and allow payments and communication with their own team and not create charges for me that havent occurred.

  Business response

  09/28/2023

  Re: Complaint ID ********

  In review of the Occupant's complaint, the account was reviewed for accuracy. The payment dates, invoice amounts and correspondence are correct, accurate, and in line with our current policy and procedure. With respect to the Occupant's situation, PSS will work towards resolution with the customer to resolve payment, and allow the retrieval of stored contents. PSS Staff will reach out the the Occupant on 9/29/23, by telephone, and arrrange resolution. 

   

   

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I vacated my storage unit on July 27, having provided the required 7 days advance notice. I paid for the unit through August 10, based on the monthly auto-pay from my credit card. Price Self Storage is refusing to issue a refund for the 14 remaining days. They can now rent that unit to another person and collect double rent on it, which does not seem fair or legal. They pointed out that the rental agreement states no refunds will be issued, but I still think this is very poor customer service.

  Business response

  07/29/2023

  Hello ************, 

  We have contacted you by the phone number provided, and left a voicemail. As a brief summary, all Price Self Storage Leases are "month to Month" and therefore are non-refundable once the rent has become due. We do not require a customer sign for a longer term such as 6 or 12 months. As you correctly indicated the lease does state "No Refunds," and in most cases this is correct. We will need to further investigate your account to determine if a balance should be refunded. Please contact me at: ************. 

  I am available Tuesday - Saturday and will review your account so that we can determine resolution. 

   

  Thank You, 

  *************************

  Price Self Storage

  ************

   

  Customer response

  07/29/2023

  
  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

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im behind on my payment and all Im asking is if the could please allowing me to make a payment and then another payment until Im caught up. Im not trying to not pay I cant pay at one lump sum they tact on all these fees and charges that I was unaware of. Im just getting out of a horrible relationship and Im living in my car. I work in riverside and I also fly out of state for work 4 times a year. With my travel schedule and my separation I got behind my fault but the penalties and fees I cant afford straight out and still live. I went to them crying when I got that storage and told them that was all I have left. And instead of working with me theyre assuming same power my partner did over me. I just want to set up a payment plan tk Catch up!!! I live in this car and everyday Im trying to figure out where to take a bath or change for work I dont have anything else my car was broken into with the little stuff I did keep in it they took all that police havent even followed up! Its like I dont even. Matter. I just want them to have a little heart and think of if you needed that help. I dont think theyre bad people I just think todays people lack compassion. I just dont want to lose anything else. Im not even fully myself yet. I just would like the opportunity this once to pay in payments until Im caught up. Please. My charges went from 170 to 548 something when I was only supposed to be paying 130 a month for the unit.

  Business response

  07/11/2023

  The account has been paid in full as of 7/8/23. Currently no outstanding charges. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented from PS Storage in late 10/2022. I exited on Jan 27, 23 - I checked out with the front desk. She notified me that my unit had been charged just days prior, and I was responsible for the following month. I told her I had no use for the unit & asked whether she would prorate the $180. She declined. She stated that since I was done, I could remove my lock and that she would cancel my credit card. She thanked me & said my account would be closed. And that there was nothing further I needed to do. I recall throwing her a high-five and exiting. In April, I received aggressive collection calls from ACSI regarding an unpaid debt. I replied that I had closed that account.The collection agency stated that I failed to pay my bill and that I should own up to it and pay my owed bill. I questioned whether the call was authentic. ACSI stated it has no obligation to authenticate itself and that I must provide a credit card over the phone. I declined to do so. ACSI continued to call me daily and refused to email, mail, or produce proof of an owed debt from the storage. I called the storage, and I spoke with the *** He stated that I cleaned out my storage unit without providing notice, resulting in a fine. I asked when he or anyone attempted to provide me notice prior to sending me to collections. He declined to answer. I never received an email, phone call, or mail, nor my secondary contact that I legally had to provide was notified. He sent me straight to collections. To date, I have not once received a notice, yet I receive demands to make payment via credit card via phone. Due to todays scams and sensitive information, I refuse to make a payment over the phone. I asked for their mailing address, and still, they refuse to produce a mailing address for me to send mail for authentication. Now I am stuck to either being sent to collections for a fraudulent debt or paying an unknown bill to an unidentified individual over the phone using a credit card.

  Business response

  06/27/2023

  The Tenant did not follow our vacate policy by filling out a vacate form and informing us that he moved out. During a walk through the Unit was found empty by one of our employees, ********* and account was closed.  Several of our employees have spoken with him about our policies and customer was being verbally aggressive.

  There is nothing further we will do for this previous customer since they did not follow the proper procedures when vacating their unit leaving rent due.

  *************************

  VP of Finance & Operations

   

  
  

  Customer response

  06/27/2023

  when did the storage unit remove my auto pay that I had authorized? 
  

  What written communication or authorization did The Storage receive to cancel my auto pay?

  why did the Storage cancel my auto pay? 
  

  Would the unrequested  cancelation of my autopay have lead to non payment? 
  

  what written communication did The Storage provide that there was an outstanding bill? 
  

  did The Storage send an invoice or an outstanding invoice before sending this matter to collections? 
  

  what effort did the Storage attempt, if any, before taking ************** to its customer? 

   

  Business response

  06/28/2023

  On, 6/28/23, Price Self Storage initiated a phone conversation with the Complainant that resulted in resolution. On 6/29/23 a removal of the uncollected balance will be initiated with our Collections Vendor and the amount removed from collections. Furthermore, our ****************** will seek removal of the balance from the Complainants credit history. These documents will be provided to the Complainant via email attachment, and the situation will be considered resolved by both parties. 

   

  *************************;

  Regional Manager 

  Price Self Storage

  **********************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Quite simply, this company is selling storage space that is incorrect. For example, they are selling 5x10 storage units that are not even close to that size, yet charging the desired amount of money. Not only this they make two increments of rent increases per year. As for the details, what they have done is moved the walls in on each storage unit to make room for others. My fianc and I paid for two units, but something didnt look right after we had already paid and signed the contract. I pulled out a tape measure and sure thing, they were both significantly short. Not only this, the state of the units are awful, with holes in the walls in many of them. I asked for another storage unit only to find the exact same situation, they are all short! In summary, this company is not only disgraceful, but it is out of control and must be stopped. Thank you, for your time.

  Business response

  04/21/2023

  I am looking into this and will get back to you on a response when I have further details.

   

  ****

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business failed to provide adequate protection for items stored at there facility. Damage occurred posed risk to items and potential health risks. Items stored at storage facility covered in bird droppings. This created a costly and time consuming cleanup problem to deal transferring items out of facility.. Storage units do not meet industry standard for protection of stored items.

  Business response

  10/10/2022

  In reviewing the account of previous tenant, ***********************,we have found no records of notification of vermin damage. The account became delinquent in early 2022 and was contacted 54 times by phone call and email,but no response was received. The customer did have a protection plan, that was active until the account reached the lien status. Had the customer notified the site staff, a claim would have been filed for damages, and handled by the *********************** associated with his account. There are no records of notification.As the account has been closed since 3/3/22 we are unable to process a claim at this time.
  
  Our Regional Manager will contact ************ and attempt to verify the accuracy and details of his statement.     

   

  *************************

  VP of Finance & Operations

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entrusted Price Self Storage to store the contents of our home while we waited for our new home to be built in another state. We paid a monthly fee of $561.00 plus $14.95 insurance on contents for 18 months without fail. Upon opening our storage unit in July 2022, we found that more than $20K worth of items (furniture, appliances, mattresses, sporting equipment, hiking equipment, clothing, area rugs, bedding and priceless keepsakes and more) had been damaged substantially by rodents. We used plastic bins and sealed all furniture in furniture bags. Unfortunately the rodents had lived in the unit for so long, they were able to chew through everything. We found that the door to our unit had a large dent on the bottom and gave easy access to rodents. We showed the manager and other employees the damage and they took some pictures, but we knew it would not be enough, so we took our own. We submitted a claim to the insurance company and received information that coverage for rodents is maxed at $250.00 with a $150.00 deductible. We paid more in premiums than the payout. We contacted the manager of the self storage facility and asked to be directed to a higher level director to resolve our concerns. Manager reported that the district manager had been notified and will contact us. Unfortunately, despite our attempts to discuss this situation further and allow the company to provide appropriate customer service, the facility manager and the district manager have not responded to any of our attempts at outreach. The limit of the insurance policy is $5K. We are not asking for the entire amount of our loss. We are only asking for the 5K that was discussed with the manager when we signed the agreement and chose the insurance. We also had to pay a junk hauler several hundred dollars to remove our items and take to the dump. We are at a total loss of over $30,000 due to the negligence of Price Self Storage.

  Business response

  09/07/2022

  Hello ****,
  
  Thank you for alerting us to this situation. A member of our Corporate Team will be contacting you on 9/8/22 to resolve.
  
  Thank You. 

   

  Lynn 

  Customer response

  09/13/2022

  I received a message that I had not responded to a previous message and my complaint is now closed.  This was the first response that I had received since the BBB accepted my complaint.  I am in communications with the company that I filed my complaint about but it has not been resolved.  *********** is still discussing the situation and we have no idea how they are going to handle it.  I am discouraged that my case was closed despite any resolution. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've been a longtime customer of *********************************************. This year, in 2022, our per unit rate was $470 in ******** was raised to $505 in February and then raised again to $604 in July. When I called about the insane double rate jump in a 6 month period the manager *** said she could not help me and they can legally raise our rent twice a year. When I escalated the complaint to the regional manager **** he decided to punish me and told me that not only can they legally raise it twice but in fact hes decided to raise it again next month for a third time and that they can raise our rate as many times as theyd like in a year as long as prompt notice is given and if I dont like it I am welcome to give my 7 days notice. Really? Is this the way businesses operate in 2022? Needless to say I am sick to my stomach at this sort of unscrupulous business. Nowhere does it say in the contract that we gave them free reign to raise us again and again at their whim.

  Business response

  08/24/2022

  Her leases were signed on Sept 25,2019, and within them states:
  8.2. OWNER MAY CHANGE THE ***** OF THIS AGREEMENT UPON PROPER NOTICE. Any of the terms of this Agreement, including, without limitation,
  the amount of Monthly Rent, may be changed by Owner by the giving of written notice to Occupant at least fifteen (15) days before such change is to be effective.
  
  We decided to increase her rents, as her units were both *****% below our street rates.
  

  No concession will be made at this time.

   

  ****

  Customer response

  08/25/2022

  What a disgusting response from a business who couldn't care less about their customers.  Jacking up the rents twice in one year is outrageous, saying you can jack up the rents on the daily because of some made up on the spot arbitrary "below market value percentage" is OUTRAGEOUS and the very definition of unfair business practices, as I'm sure the BBB will see.

  Business response

  08/26/2022

  I have no further comment at this time.

   

  ****

  Customer response

  08/31/2022

  Nothing has been done by the business to resolve anything. Just insane double charging with threats to triple charge, excuses, zero customer service.

*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. ↩