Business Profile

Storage Units

Self Storage Plus

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

47 total complaints in the last 3 years.
32 complaints closed in the last 12 months.

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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:08/12/2025
Type:Facilities 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 just left my storage unit and it was disgusting. Mold everywhere, rodent droppings, bags chewed through, and items are missing. I have tried to pay in person multiple times via money order and the unit closes earlier than promised. My belongings were to be set to auction on 8/13/2025, I left my job early, got in trouble at work, got a money order for $900, went to pay at 4:15pm and the door was locked. The Storage isn't set to close until 6pm. After waiting outside for 30min someone came and opened the door after me yelling at them to open the door from the parking lot. My lock has been cut and there's a lock on my unit that I don't have the key to provided by the storage. Once I was escorted to my unit, the office personnel advised me that they now close at 5pm and they don't have any locks in inventory. My belongs in unit 2102 has been up for auction twice but it never made it to the actual auction. Someone has been un my unit at ;east twice and didn't advise me of the mold nor my lock being cut prior to me showing up.THINGS THAT ARE MISSING: ***** SNEAKERS Y-3 SNEAKERS **** AF1 SNEAKERS HIGH **** AF1 SNEAKERS LOW ****** DUB ZERO HP RYZEN COMPUTER SILOUHETTE CAMEO 4 MACHINE ****** ***** SNEAKERS BAPE-SNEAKERS
Business Response
Date: 08/18/2025
Please see the attached response from the business
Initial Complaint
Date:08/08/2025
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.
Self-Storage Plus of ******* offers the first month rent-free for new storage unit contracts, which is typical in this industry. Monthly rental fee (Unit #****) would then be $85.00 per month following. Second month, I paid $85.00 for the storage unit #**** and then agreed to the rental of a second storage unit (Unit #****) at the same additional fee of $85.00 per month after the first month free on the second unit.After 5 months, I received a postcard indicating based on reevaluation of current market conditions, my first unit #*** would be increased from $85.00 per month to $165.00. I immediately called the local number of the storage company, only to be directed to their customer service department and told that there was nothing that I could do other than cancel my contract. I explained that there should be no way that the rent should double after five months. I went into the local office asking for an explanation, and I was told by ***** that my initial $85.00 rate was an introductory rate. I offered to pay a year in advance at the $85.00 per month current rate and was told they ONLY do business on a month-to-month basis. So, which one is the truth if either?One month later, I received a second postcard indicating again that, due to current market conditions that my second unit #**** would be increasing from $85.00 to $132.00 per month.Both units are the same size (10'x15'), and yet now they are charging me two different prices! How can this even be legal? This is nothing more than bait-and-switch/price-gauging business tactics, and if not illegal, should be made illegal by the state of *************Could you please help me with this situation?
Business Response
Date: 08/20/2025
Please find the response attached.
Initial Complaint
Date:07/16/2025
Type:Order 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 07/16/2025, I visited ************************************** in-order to rent a unit. Going through the web interface to do so, I was never shown a lease agreement or conditions regarding the unit (I checked several times, going back through all the pages). While I wasn't shown a lease or conditions, I was asked to provide a signature under my payment information. Upon clicking submit, I was emailed a lease agreement with my signature plastered all over it THAT I DID NOT SIGN. So, not only did I not sign it, I was never even shown the ************ cannot put someones signature on a document that you've never shown them. This is ILLEGAL, full stop.
Business Response
Date: 07/29/2025
Please see attached documentation for Complaint ID ********-****** ******.
Initial Complaint
Date:06/29/2025
Type:Service or Repair 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.
Our current storage lease explicitly says that we are supposed to get 30 days notice when they change the price that they are going to charge us for our unit. The letter we recieved has no date of when it was mailed out and we received it on June 24th, 2025 and it says There will be an increase in rent for your storage until 9503 effective 07/15/25 . I went in the office on 06/27/25 to talk to the manager named *** and he refused to work with me and he refused to give me his manager's phone number nor someone at corporation HQ who I can speak with about this.
Business Response
Date: 07/09/2025
Date: July 8th, 2025
Re: Complaint Case #************A
Thank you for notifying us about the complaint filed by ******* ********. We take all customer feedback seriously and appreciate the opportunity to address their concerns. We are committed to resolving this issue promptly and to the satisfaction of all parties involved.
Our Response:
Investigation: Upon receiving this complaint, we conducted a thorough investigation into the matter. This included reviewing all relevant records, speaking with involved staff members, and examining our processes and policies.
Findings: We have determined that despite following the requirements to send notice of the rental increase within the time limit, that Mr. ******** did not receive the notification in time to satisfy the 30-day requirement for preparation of the rate increase.

Resolution Steps: Self Storage Plus will be removing the rental increase for this time frame and maintain the rate as it was paid before the notice for the increase was sent until proper notice of a rental increase can be sent.

Conclusion: We appreciate the opportunity to address Mr. ********** concerns and are committed to ensuring a satisfactory resolution. We look forward to continuing to provide excellent service to ******* and all our customers. Please feel free to contact me directly if you have any further questions or require additional information. We hope that this addresses the customer's concerns.
Customer Answer
Date: 07/19/2025
I never got any request to follow up n this. yes the compliant has been resolved.
Initial Complaint
Date:06/02/2025
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.
Asked to close and get my things, each time it seemed to be an issue with the rate being raised and fees applied so I can't get my things, it makes me think that my things have been scoped out, I have a lot of collectibles, brand new housewares appliances, dishes etc... worth a lot of money, management poor communication and poor language towards customers, they shouldn't be in business or need better training on management and employees and how customers are treated with these ridiculous rates and fees to prevent people with nice things from having access to their things without being charged ridiculous rates with bogus charges.
Business Response
Date: 06/13/2025
I have attached my response for the complaint filed by ********* *****, ID#********.
Initial Complaint
Date:06/02/2025
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.
In May, I rented a storage unit with Storage Plus. Two days after moving my goods into the unit there was a robbery attempt on the unit. I filed a police report with ******************************* who described the location as a thieves paradise. The price for unit rentals is good, but there is no onsite attendant, the front gate is broken, and cameras don't monitor the door to the unit I rented. I contacted the business immediately and they were supportive in giving me another storage unit at a higher security facility. My core challenge is I prepaid $1,325 to lock in 6 months for my original unit, which I had to terminate because of the break-in attempt. I've had several emails communications, but they are refusing to refund my full pre-payment of $1,325. I have 2 units with them currently, they're a good provider, I just need my prepayment back from the unit I couldn't use due to the security concerns. I've attached the contact information for Officer **** who received my police report for the break-in attempt on the unit.
Customer Answer
Date: 06/07/2025
BBB,
The business overnighted a check for a refund in full. Please close this case as fully resolved, thank you!
Business Response
Date: 06/09/2025
Please see attached for response to #********
Initial Complaint
Date:05/28/2025
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.
They company gets you in the after a year works on doubling their storage rate on people already in while offering the original rates to new customers. They know that it's harder to move out once you move in and take advantage of you doubling rates. This is company wide and warrants a class action lawsuit by the ****************** for ongoing price gouging and predatory practices.
Customer Answer
Date: 06/09/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23387016

I am rejecting this response because:

This is incorrect. They sent refund to ****** *******. That is not me

Regards,

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

Business Response
Date: 06/09/2025
Please see attached for response to #********

Business Response
Date: 06/23/2025
See attached
Initial Complaint
Date:04/30/2025
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 am a current tenant at Self Storage Plus (formerly Valley Storage) at ******************************************************************* When I first signed my lease, I provided valid proof of renters insurance, which exempted me from the companys insurance program.Recently, after a name and management change to Self Storage Plus, I noticed a $14/month insurance charge on my account. I was never notified in advance, never contacted by phone or email, and was not given a chance to update or resubmit my proof of insurance. I only discovered the fee after logging in to my account and contacting them myself.When I reached out, they admitted that they dont keep tenant documents, which is unacceptable and irresponsible. I offered to resubmit my insurance declaration right away, but they have not responded, and late fees continue to accrue daily. On top of that, their system does not allow partial payments, so I cannot pay only my rent amount while this issue is being disputed the balance keeps rising, making it unaffordable.I believe this is happening because of the ownership or management transition, but it is unfair to penalize existing tenants who already followed the original rules and submitted proper documentation.I am requesting:Immediate removal of all unauthorized insurance charges,Reversal of all related late fees,Ability to submit my current proof of insurance and pay only my original rent amount.This feels deceptive and negligent, especially considering Ive done everything right. Im requesting the ********************************* to intervene and help resolve this issue.Thanks for your help!
Business Response
Date: 05/13/2025
Please see the attached response from the business
Initial Complaint
Date:03/24/2025
Type:Order 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 rented unit 6023 in August 2023 at the rate of $120. I was surprised a week later with a "requirement" of purchasing their insurance for $16 monthly, for a monthly total of $137. In March 2024, a short 6 months later, my rent was raised to $193. Now in February 2025, it's $240. That's almost a 100% increase! I was never notifies of this increase! If I was, I would have cancelled my unit immediately! Going rates for a 10x15 unit in the **********/Front Royal area are in the low to mid $100s. I was recently late paying my February fees and was charged $314! Why the $80 in additional fees? I paid that on 3/18. On 3/19 I was charged the $240 for March.
Business Response
Date: 03/31/2025
******* ********
Business Response
Date: 03/31/2025
Hello,
This may be a duplicate information. I do apologize for my error.

3/28/2025
Re: Complaint Case ID ********; ******* *******
Thank you for notifying us about the complaint filed by ******* *******. We take all customer feedback seriously and appreciate the opportunity to address their concerns. We are committed to resolving this issue promptly and to the satisfaction of all parties involved.
Our Response:
Investigation: Upon receiving this complaint, we conducted a thorough investigation into the matter. This included reviewing all relevant records, speaking with involved staff members, and examining our processes and policies.
In response to the customer inquiry from *** *******, it is my understanding that there are four complaints, a perceived requirement to buy our insurance, a rate increase without notice, a rate increase, and late payment fees.
Findings:
Regarding the Insurance requirement, there is not a requirement that the customer purchase insurance from us. The only requirement is that the customer provide insurance. They can choose to purchase it from us, or they can provide it via the insurance carrier of their choice.

Regarding the rate increase without notice, please note that the customer was mailed a notice 30 days prior to each rate increase and that notice was sent each time to the address of record for this customer. Our records have verified these notices were sent *********************************************************************************************** not.

Regarding the rate increase, it is correct that this customer had a rate increase three times over the period of their rental term. Please note that the customer started at a promotional rate and over time the rate was moved to what we have determined, via our ****************************** to be market rate. We believe our rates are competitive and the customer has the right to no longer renew their rental agreement at any time.

Regarding the late payment fees, *** ******* was in fact charged late fees when her payments were late in accordance with the rental agreement. No fees outside of those agreed upon were charged to the customer.

No customer complaint was brought to the Facility location managers at any time to be addressed.

Conclusion: We appreciate the opportunity to address *** ******** concerns and are committed to ensuring a satisfactory resolution. We look forward to continuing to provide excellent service to ********** and all our customers. Please feel free to contact me directly if you have any further questions or require additional information. We hope that this addresses the customer's concerns. Sincerely,

******* ********
District Manager
Self Storage Plus
**************************************************************
Initial Complaint
Date:03/21/2025
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 have three billing issues: 1) Self Storage Plus (SSP) increased my storage fee from $56 to $83 without any notification. 2) SSP inappropriately charged me for insurance for two months 3) SSP charged me late fees for not paying a bill they admit was wrong 1 - SSP's rental agreement says they can increase rent with 30 days notice in writing. Although I receive and respond to every communication received from them, I did not receive any notification of a rent increase. Although all communications with SSP, including invoicing and other notices, such as the need for insurance documents, are conducted via email, SSP claims to have sent a rent increase notice via mail. They provided no evidence of this, and I have not received anything. 2. On January 29, SSP emailed a notice that they didn't have insurance on file. It was titled "Last Notice," although it was the first notice. It said that I needed to send them a copy of my insurance before the next billing date (2/22/2025) to avoid being charged for their insurance. I sent a copy of my insurance the following day, January 30, but I was charged for ***'s insurance in February and March. 3. I was not refunded the insurance charge for February. In March, I tried to pay my bill, but partial payments are not accepted, so I had not mechanism by which to pay my storage fee without also, again, paying the erroneous insurance fee. I spoke with a representative who said he would work to have the charge removed and call me back. I was later told they would remove the insurance charge but not the late fee. I don't believe it's appropriate to put anyone in a position of being forced to pay a bill with inappropriate charges. If there is no mechanism to make a partial payment for the correct amount owed, it is unfair to assess late fees while the businesses' internal error is worked out. I would like a refund of the unannounced rent increase, insurance charge, and late fee, as well as a plan to avoid this in the future.
Business Response
Date: 03/28/2025
Attached is the response to the complaint filed by ******** *****. Please let me know if any additional information is needed.

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