Complaints

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

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  Atlantic Self Storage

  6030 New Kings Rd Jacksonville, FL 32209

• 

  Atlantic Self Storage

  7020 Normandy Blvd Jacksonville, FL 32205

• 

  Atlantic Self Storage

  1865 A1A South Saint Augustine, FL 32080

• 

  Atlantic Self Storage

  4937 Sunbeam Rd Jacksonville, FL 32257

• 

  Atlantic Self Storage

  65 Executive Way Ponte Vedra Beach, FL 32082

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:12/12/2024

  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.

  On Saturday, December the 7th, 2024 I received a call at 9:30am from the manager of the location at ********************************************************. The manager stated my ex with whom i have a restraining order against, and they were aware I had against him, had called on the 5th saying he had a key and he was coming to get some things. The problem is he does NOT have the key. Another problem is, he came in the middle of the night and took things from my unit, as well as took the lock. I know this man broke the lock off and took it. He didn't have a key. With them knowing about the injunction, why wasn't he turned away? Why wasn't I notified? This location repeatedly has left their gate open, and I had never given this man my code. Why was I notified after? He never should have been allowed in. the manager was nasty on the phone. Refused to believe I had the only key. When I asked about video footage for a police report (the man is out on bond in another state, and has a warrant here) this very rude manager stated he did not have working cameras. So this location does NOT keep your things safe, they have no video surveillance. No wonder this guy was able to cut the lock and take things without permission. I was told many times if i needed to cut the lock I have to do it during office hours. So they allowed a criminal, my abuser, and a person that I, the unit renter, has a restraining order against, to have permission to enter my unit and take off my lock with clearly something other than the key. the manager had no remorse, no understanding and I am seeking a way to make this right because this was not fair to me at all. If you want your unit and belongings safe, go to a different location. Because if someone breaks in, they dont care.

  Business Response

  Date: 12/12/2024

  Good morning, my name is ******** *****. I am the Operations Manager for Atlantic Self Storage in *****************. We appreciate you reaching out to share your concerns with us. We certainly sympathize with your situation. We sometimes experience issues with our access and security equipment such as gates and cameras. We work diligently with both internal and external vendors to quickly repair or replace items that require attention. We are aware of the gate issue at our Regency location and have active work being completed for repairs. 

  You stated that an individual accessed our property in the middle of the night. Our offices hours are 9:30am-6pm, Monday through Saturday. We would have had no way to prevent access outside of those hours. There is a chance the gate was fully operational at that time and an individual simply followed another customer in and out of the property. I will certainly attempt to review any camera footage or access logs that we do have for the date in question. As with any break in, we strongly encourage our customers to file a police report. We can provide any proprietary information we may have in compliance with a subpoena issued by local law enforcement. 

  In terms of your reported interaction with our staff, thank you for bringing this to our attention. I have contacted local supervisors to review the situation with the onsite team members and provide additional coaching or training as needed. 

  It looks like you are requesting that the unit be closed out with no further charges. We can usually only accomplish this if the unit is completely emptied of your items and the lock is removed. I will research the status of the unit now and respond shortly.

  Business Response

  Date: 12/12/2024

  Good morning, 

  It appears this is a personal matter between the complaint and another party. The unit remains full of items and is now past due in our system. We will let it run its course to sell at our next auction unless the unit is emptied. We would like to communicate this to the customer. Based on the notes on the account and testimony from our onsite teams, this has been an ongoing issue since October. Our gate logs prove that the ex boyfriend did in fact have a code to the property. The gate was working properly. Please see the relevant account notes below. 

  11/2/2024 2:32 PM        RR:Note - Tenant was called because her move out was yesterday and her unit still had a lock on it. She informed me that the belongings that are in the unit are the ex-boyfriends and she didn't have any the money to keep paying for the unit anymore. I informed her that everything in the unit belongs to her and if she does not pay it will go to auction. I asked if she could come remove the items inside before the 8th due to her grace ******* and she informed me that she can do that or try to at least but there is a fish tank inside that she can not move. The tenant asked if there was anything we could do about the tank and I informed her that the only thing we can do is have her relinquish the rest of the contents inside the unit when she comes to remove the lock and the other smaller items. The onsite has been informed and SSM and DM will be informed when she does come in and makes her choice.
  
  11/6/2024 2:49 PM        JH:Note - Day 4 Tenant came in, wants to sign Relinquishment & Mutual Release Forms & be done with it. She has misplaced the keys to lock & is going home to search... I advised the other option is a locksmith... I said we'll do our best to work with her. I said after Day 6 there will be issues; fee,overlock, etc...
  
  11/9/2024 9:24 AM        JH:Note - Alt contact (boyfriend) had his friend make a paymnt with CC via phone to extend the time for him to empty his things from unit.
  
  12/5/2024 3:54 PM        KK:Note - ******** ******, who is the Alternate for storage Unit #** is stopping by the office on Friday, 12/06/2024 to get valuable items.  I mentioned to Tenant to make sure he stops by the office first and ask to speak with *****.  This is the first notification I was told about storage Unit #**, read notes from 12/02/2024 and 12/04/2024.  I did mention to Tenant, he will have to fill out a 15 Day Intent to Vacate form.  He aslo mentioned he does have a key for the lock.
  
  12/7/2024 9:45 AM        JH:Note - Day 5 No Tenant lock on unit; items inside. I spoke with Tenant &she said her Alt  (**** ******) does not have permission to access the unit & he is not the co-signer. She said she has a Restraining Order on him. She said she will have the unit empty this weekend. I mentioned that on Mon. 12/9, the unit will be Overlocked with a Late Fee; then the phone disconnected...
  
  
  12/7/2024 2:52 PM        JH:Note - Day 5, 2:46pm Tenant called & startes going off on me for allowing her Alt contact to come on property & removing lock from her unit. I explained that the Off Site Mgr spoke to him 2 days ago & that's what her notes say he was going to do. I offered that I can chenge Tenant's Alt contact & also change her code for access. Tenant wanted o argue about her relationship with the Alt. contact & that she has a restraining order on him. She, then, started saying to check the cameras. I said she can contact the police to file a report. She said she was going to do that & file a complaint about me also. I was going to give her the *********** number as she began cussing, but then, she hung up on me.
  12/7/2024 3:12 PM        JH:Note - Add to previous Note: Tenant stated that the Alt did not have her access code & he must have jumped the fence. I put a copy of Digi Gate access report in Tenant's file which shows entry at 12:20am & exit at 12:37am on 12/6/24 with her code granting access..

• Initial Complaint

  Date:10/30/2024

  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.

  IN JANUARY 2017 ATLANTIC SELF STORAGE CHANGED THE RULES THAT FORCED TENANTS TO PURCHASE INSURANCE FOR STORED CONTENTS, OR TO SHOW PROOF OF INSURANCE. FOR 86 MONTHS, ATLANTIC SELF STORAGE TOOK AN ADDITIONAL $7.00 EACH MONTH FOR SOMETHING I DID NOT WANT OR NEED. SINCE MONEY WAS TAKEN FROM ME, IT WAS THEFT (WHEN SOMEONE FORCES TO BUY SOMETHING YOU DON'T WANT OR NEED, IT IS THEFT). I COULD NOT FIGHT THIS BECAUSE I WAS STUCK IN ********** WHEN THIS OCCURED.

  Business Response

  Date: 10/30/2024

  ******, thank you for reaching out. My name is ********, I am the Operations Manager for Atlantic Self Storage in ********* *******. Thank you for bringing your concerns about our rental agreement requirement that all tenants carry some form of insurance. Options provided are to be self-insured and provide proof via a declaration page of either a current homeowner’s or renters policy… or to enroll in a program offered by us: **** Tenant Insurance.
  
  The notes on your account indicate that this was explained to you on 1/12/16 and that it was again explained and the initial letter that was sent to you via mail was emailed on 1/26/17. The account notes indicate that there was frequent communication between our onsite teams and yourself. Your signed rental agreement acknowledges the insurance requirement for renting with Atlantic Self Storage. We are unable to offer a refund as the policy premiums were paid to **** during your rental with us.

  Customer Answer

  Date: 10/30/2024

  [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 Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I knew I was going to get a response like this.  The reality was, I should have been grandfathered from that requirement to carry or show proof of insurance for MY personal property that Atlantic Self Storage has NOTHING to do with and therefore has NO business as to whether I have insurance on MY personal property.  Upon the time I began renting this unit, I was not required to carry insurance as I was told that I could opt to self insure, meaning that I, not Atlantic Self Storage, assumed all the risk.  My bottom line is that Atlantic Self Storage had NO business telling me to purchase something I did NOT want or need.  I know that Atlantic Self Storage is annoyed by my persistence that it is NONE of its business concerning MY personal property.  Sorry!  Just telling it like it is!

  Regards,

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

  Business Response

  Date: 10/31/2024

  Thank you for reaching back out. While we do acknowledge your disagreement with our policy, it was included in your updated month-to-month rental agreement, that you signed. You were offered the option on multiple occasions during your rental with us to provide alternative proof of insurance to satisfy the self insured option of the rental agreement requirement. As you are aware, business policies change over time as companies adapt to market conditions, legislative requirements, and other factors. We do understand your concerns with the policy; however, as the premiums were already paid to the insurance company and you received the coverage during your rental, we are unable to refund the insurance. At this time, Atlantic Self Storage considers this matter closed. 

  Customer Answer

  Date: 11/01/2024

  [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 Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I fully expected to get the stock-BS replies from Atlantic, and that's fine with me.  The whole purpose of filing this complaint is to alert people who get strong-armed into doing something they don't want or even need to do.  Atlantic had no reason to even consider pulling this nonsense on its tenants.  I am only glad that I never have to do business with Atlantic and that I now get to store my personal property where I currently store without being strong-armed into purchasing something that I don't want or need.  Furthermore, my unit 152 "note history" has several inaccurate items listed on it.  I already knew that I would not get back the $602 that was stolen from me, just calling this to other people's attention.   I now consider this matter closed and need no further response or replies.

  Regards,

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

• Initial Complaint

  Date:09/04/2024

  Type:Sales and Advertising 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.

  STILL have not fixed the keypad.. They added fees that I did not agree to, to my monthly bill, that is not included in the contract I signed, they also took away the military discount that I had when they told me they would keep the military discount on for the life that I had the storage units - they are constantly using the price when they said I would be locked in to the price I originally got the unit for - and they have not sent me ANY notices regarding the change or for me to approve the change.

  Business Response

  Date: 09/04/2024

  Thank you for sharing your concerns. My name is ********. I am happy to address them. 

  1. ******. Please email me directly at *********************************** and include the site that you are storing with. I will be happy to research any outstanding electronic or maintenance issues and see if repairs are needed or can be expedited.

  2. In June of this year, we began informing all customers via printed notices and email communications that, if a customer wished to receive an invoice each month, there would be an associated $1.50 fee attached. This fee is to help us support our newly incurred technology costs. If you do not wish to receive an invoice, you will not be charged for one. You can opt out on the store level.

  3. We encountered the need to change software this year. Our new software displays discounted rates differently than the old. We appreciate our active military and are happy to provide discounted rates to active service members. If you would provide me with your account information, I will be happy to look into your specific circumstances. Please note that storage rental rates do fluctuate with the markets and that the discounted rates will sometimes alter as well. 

  4. Life long price guarantee - as per your signed rental agreement, you are aware that we offer month-to-month rentals. Prices are subject to change during multiple month periods. We always provide a minimum of 30 day's notice before adjusting any rent for future months. 

  5. No received notices. I am happy to review your account, if you provide me the site where your store, your name, and email address. I can check our communications history to ensure you were properly informed of any recent changes.

  Once again, thank you for reaching out. Again, my name is ********. I can be reached via this portal or directly at ***********************************

  Customer Answer

  Date: 09/08/2024

  [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 Administratively Resolved]

   Complaint: 22220937

  I am rejecting this response because:

  I have not recoeved ANY emails stating ANY of what you just told me, I am storing my stuff at the Regency location at 8740 Atlantic ****************************. The keypad doesn't make beeps, and a lot of times the door stays WIDE open and I was promised when I FIRST got the unit, and again about 6 or 7 months ago that they would ALWAYS provide me with a veteran discount and that it just needs to be re applied every 6 months... it's so annoying to always be lied to by a company and their employees. 

  Regards,

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

  Business Response

  Date: 09/09/2024

  Mr. *******, thank you for your response. I have looked into your account at our Regency location.

  To address your concerns:

  1. We are aware that one of the keypads does not make noise. As time and resource allow, we will replace or repair this item; however, gate operation functionality is present and the gate works. This repair/replace has been a lower priority item, as the gate opens and closes as it should.

  2. Thank you for letting us know about a door standing open. We have onsite team members who will look into this.

  3. Our rental agreements are month-to-month and we do not make "lifelong" commitments on price or discount. If a team member did so in the past, they were incorrect. We will research and address internally. 

  4. We do continue to offer discounted rates to active military personnel. The standard rate on the size and type unit you are renting is currently $249 per month. Your rent is currently $179.10 before tax and insurance. This is the largest discount we are able to offer at this time. 

  5. I have confirmed correspondence, to include past due notices, invoices, emails and items relating to discounts and pricing have been sent and are time stamped and reflected in the notes on your account. 

  We do appreciate your business, **** and your service to the country. We thank you for allowing us the opportunity to research your account and concerns. ****************** now considers this matter closed. 

  Customer Answer

  Date: 09/10/2024

  [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 Administratively Resolved]

   Complaint: 22220937

  I am rejecting this response because:

  I wasn't offered any type of resolution just excuses.. I have issues everytime when trying to use the keypad to get into my unit.. the confirmation beeps is what makes it so I know it actually took the numbers, instead of having to re enter it *********************************************************************************** the discount I was promised before is breaching the agreement we had previously.. I'm never late on this payment, I don't believe I should be treated this way. 

  Regards,

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

  Business Response

  Date: 09/13/2024

  Mr. *******, 

  Thank you again for reaching out. As explained, the gate and keypad are functional at this property. We are aware of the lack of noise being generated by the buttons and have repair/replacement on the scheduled list; however, it is a low priority as the system is functional. As noted in my last response, your rent rate is significantly discounted from the current standard rate and no further consideration will be made in regard to cost. We offer a month-to-month rental agreement that renews each period that you choose to rent with us. Any increases in price are communicated a minimum of 30 days in advance. 

  We understand your concerns with price and the lack of noise from the keypad. We do have multiple locations in the area and are happy to explore options with you if you would like to relocate your stored property. Each of our sites offering different pricing solutions based on supply and demand in the immediate area. 

  Customer Answer

  Date: 09/17/2024

  [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 Administratively Resolved]

   Complaint: 22220937

  I am rejecting this response because:

  I NEVER recieved ANY notice before you changed my bill amount and started charging me extra fees. As you stated that you do that, that hasn't been done with me since I've had this storage unit. I have never been informed by email or anything when yall randomly decide to raise the rent or add random fees like the 1.5 fee that I've already asked to opt out of, however I was still charged it. 

  Regards,

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

  Business Response

  Date: 09/18/2024

  Thank you. Our records indicate that all communications were sent as scheduled. Please contact the local facility to confirm that your contact information is up to date. 

• Initial Complaint

  Date:12/14/2023

  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 ****************** Millco Rd for over 10 years on a month to month basis. I have an indoor storage unit,2002 and two 14x80 outdoor parking spaces 303+304 both outlined by white painted stripes. Recently it was discovered that another tenants parking space was encroaching on mine. His was measured 15x65. But was only 50' to my line. He started parking over my line. I objected and management saw the discrepancy in the measurements and upper management said to give him a different spot but none were available. My parking is on an angle and was measured from the short side to make all space usable. Measuring from the long side would put a good portion of the spot unusable being part of the driveway. The district manager decided to measure my two spots from the long side. Making them approximately 90' long. So he cut 10' from one so the other person could use it and said since my other parking spot is now 90' there will be no difference in rent. None of the other spaces on that row have been remeasured and changed in the books. I'm afraid if I complain to management it will go no higher than the district manager. I don't believe the company upper management would allow this but will never see it

  Business Response

  Date: 12/14/2023

  We will respond to the customer. He and another customer are having a dispute. We measured the spaces and adjusted as needed. All of our unit and parking spot sizes are approximate as advertised on all of our websites and marketing materials. 

  Business Response

  Date: 12/14/2023

  Thank you for reaching out. We have reviewed the situation with our District Manager and will support his decision. He will be in touch with you soon. 

  All of our unit and parking sizes are approximate as advertised on all of our marketing materials and website. In addition, only one vehicle is allowed per space as outlined in our parking rules in the rental agreement. 

• Initial Complaint

  Date:09/07/2023

  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.

  I received an email on 7/21/23 stating that the only working elevator at the ********* facility (**** ******** ****) suffered catastrophic failure and they were in process of repair and replacement. They advised there is a stairwell however it is narrow and said they will update everyone when the repairs would be done. On July 31 I emailed asking if they would compensate those of us who have second story units as we can’t get large items from our units with no elevator. August 1 they responded that there was a fire that melted almost everything and they are working with outside vendors to get it fixed. I asked again about reduced rates because we do not have full access to our property and never received a response. On August 28 I called to see when the elevator would be fixed and was told it would be a couple more months because there is an issue with the vendors! They are not discounting rates either. I asked for the district manager to call me to discuss and have received no response. I can’t even move to another facility because I can’t get the large furniture I have in my two units down the narrow stairwell! So I am paying $495.29 a month and do not have full access to my property.

  Business Response

  Date: 09/07/2023

  Thank you for being a valued customer of a local company since 2021. The elevator failure due to fire was out of our control and, as we have communicated to you via email from the corporate office, we are working diligently to repair our property. Outside forces caused the fire and the failure. Outside inspections are required for us to engage the correct outside vendors. We have no control over the timeline of inspections, parts delivery, or repair. 

  Your stored items remain safe and accessible via stairwell, thus, rent continues to accrue. Moving companies are available for hire if large items need to be relocated. 

  As a one time courtesy, I have applied 1 free month to each of your storage units. You are still responsible for the insurance portion of the rental, please contact the location to make that payment. 

  We understand the frustration that can occur when equipment fails and hope you understand that we want our property functioning at its highest capacity as soon as possible. However, we are not responsible for this failure, and are taking every action we can to repair. 

  Atlantic Self Storage now considers this matter closed. There will be no further discounts or considerations on the two storage units at the ********* location.

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

• Initial Complaint

  Date:06/20/2023

  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.

  Still hasn't fixed entry keypad to be able to enter the property. Sometimes refuses entry, doesn't work properly, doesn't light up, nothing.

  Business Response

  Date: 06/20/2023

  Mr. *******, 

  Thank you for bringing your concern to our attention. We are aware that mechanical failures can occur, especially in Florida's oft changing environment/temperature. 

  We will send a technician to our ******* location to inspect the entry keypad and repair as needed. 

  Does this resolve your concern?

  Customer Answer

  Date: 10/03/2023

  Still hasn't fixed entry keypad to be able to enter the property. Sometimes refuses entry, doesn't work properly, doesn't light up, nothing. Also when I asked about it they got rude and told me flat out that it will not happen because it still works if you just punch your number in. This is absolutely ridiculous to be talked to like this about a keypad? This new management is absolutely uncaring about customers!!! EVERY TIME I ASK ABOUT ANYTHING, THEY ARE RUDE!! THEY WONT EVEN REPLACE MY LOCKS THAT THEY SOLD ME THAT THEY SAID HAD A LIFETIME GUARANTEE WITH ATLANTIC SELF STORAGE! THIS PLACE HAS GONE DOWNHILL FAST!!

  Business Response

  Date: 10/03/2023

  Thank you for your response. We have inspected the keypad, reviewed logs from all tenants accessing the property, and have determined that the prior repair did not hold. We are on the way with a technician today, to replace the entire assembly. 

  We will review our camera system and investigate the interactions with our staff and train accordingly. 

  While it is untrue that the locks we sell have a lifetime guarantee, in this instance, I am happy to replace 2 locks for you at no cost, if you would like to stop by the office. 

• Initial Complaint

  Date:03/30/2023

  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.

  This company scammed, my elderly mother out of almost $2000. I tried wholeheartedly to get a resolution with them and provided proof that she was scammed and the The supervisor ***** ***** was still not work with us. My brother is a unmedicated schizophrenic who left New York to go to Florida in July. He had attempted to ship all of his belongings to Jacksonville Florida at this facility, and the shipment was denied both times and returned to New Jersey. My mother spoke to a woman named ********, who assured my mother that my brothers belongings were in fact in the Jacksonville location, and that if my mother did not make an immediate payment on the unit that all of my brothers belongings would be auctioned off. My mother made two payments only to find out that ******** was lying to her. My brothers belongings were not there, and she was threatened for no reason, and they are refusing to give her her money back, my brothers belongings still reside in a holding facility in New Jersey which I explained to these people. They denied shipment of my mothers belongings, but had no problem taking all of her money. I have enclosed proof that my brother’s belongings are sitting in New Jersey in addition to emails from the actual company that is holding the them. The person who scammed my mother works at Atlantic storage in the Jacksonville airport location in Duval county.

  Business Response

  Date: 03/30/2023

  Good morning, my name is ******** *****. I am the Operations Manager for Atlantic Self Storage in Northeast Florida. 

  Thank you for letting us know about your concerns and providing us an opportunity to investigate. 

  I have thoroughly reviewed the account. I have spoken with onsite team members and with the District Manager in question. 

  On 6/15/2022 a storage unit was rented at our Airport location and the customer (*****) placed a lock on the unit door. From that moment, we have had no access to the interior of the unit. As such, we cannot verify if the unit has any items in it. With that said, we are collecting rent because the unit is rented and we are unable to rent it to anyone else. Our customers rent space from us. We are not warehousemen. We only rent the storage spaces. We take no care, custody, or control of the contents of the storage units. As stated, we have no way to verify content of said storage unit as we do not have access to the customer lock that is placed on them. 

  As per the signed rental agreement, rent, taxes, and fees will continue to accrue until the customer removes their lock and informs us that the unit has been vacated. At that time, we can close the account and place the unit back on the market as available. 

   

  We do not offer refunds and that is clearly stated in the signed paperwork. If the primary customer is able to provide written notice of vacate and remove the lock, we can close the account. 

   

  Thank you again for the opportunity to investigate this matter. No fraud has been committed. 

  Business Response

  Date: 04/06/2023

  Thank you for your response. This is ******** again.

   

  We understand the information you are providing; however, as stated, as long as the customer lock remains on the unit, we are unable to access the unit and it is considered rented space. Rent, fees, and charges continue to accrue as long as a unit is rented. If the unit reaches a certain point of delinquency, then the lock will be cut at a public sale and the contents of the unit (if any) will be sold at the sale. If the unit is found to be empty at the time we enter public sale, then the balance due will be sent to a collections agency. This process is in accordance with current Florida statutes and is the same process we follow with every rental.

  I want to reiterate that we rent the storage unit and once a lock is placed on it, we have no care, custody, or control. As per the signed rental agreement. 

  If the customer can arrange to remove the lock and remove any contents in the unit, then we can close out the rental and place the unit as available to be rented to another customer. Until/unless this occurs, then please refer to the above. 

  If the lock is removed and any contents removed on or before 5/11/2023, then we will cancel any current charges and no further charges will be incurred. 

  Atlantic Self Storage now considers this matter closed. 

  Customer Answer

  Date: 04/07/2023

  [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 Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: ******** is ignoring the actual facts of the case and just retelling the same rules which have nothing to do with the situation. He is not addressing what ********* told my mother, how she threatened her or any of the actual facts of the case. My mother never had a contract  with this company but they had no problem taking her money when she was desperate. They charged her 2000 to store nothing. There was no contract. ********* makes me absolutely sick that she could take advantage of an elderly person in their darkest day. I don’t know how any of you live with yourself. At this point we don’t even know if my brother is even alive anymore  and even though he is listed on the missing persons list in Florida an you know personally how sick he is you not only took advantage of him but our whole family. Because of ********, the lies she is telling  and the supervisors at Atlantic storage my mother will lose the only belongings she had left of her son. Those same belongings you pretended to have but never did. I provided adequate proof of all this but in reality you people are monsters. This case had now been escalated to the attorney general and the department of agriculture. You have managed to destroy a woman in the worst days of her life. Mr. *****, ******** and ********* you are no better than online scammers who prey on desperate people. You hide behind a screen and a phone. It’s a actually disgusting. As inhuman as the three of you are, I hope no one ever takes advantage of you or your loved ones the way you have done to us. You keep reiterating if he comes to remover the lock?? He is on the MISSING Persons list. He is SICK. You are monsters and make me sick.

  Regards,

  ****** *****

• Initial Complaint

  Date:03/23/2023

  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.

  On February 18th 2023 I rented a storage unit *** from Atlantic self storage ***** ***** **** ************ *** I rented a unit that was climate controlled but immediately found out that the air conditioning was broken so I called corporate to complain and I was immediately moved to a different unit *** and offered a free months rent. That was fine and March 10th I was in my unit working on inventory because I own a business and at this time I do not have an office. I was told that this is a 24 hour access storage facility. When I was approached I was told by an employee that I was violating there rules which they say that I had my small service dog with me that is registered and i have papers for and the office acknowledged that. Then I was told that I had ran an extension cord from outside my unit to the inside and that was not true at all. I never ran a cord from outside my unit to the inside. I was told that the units with lights were extra money every month and they gave it to me at no cost extra because of the situation. We had. They also said that I had spent the night in the unit which is also untrue. I had to remove item from a home that I owned and I had to have them out by a certain date so I was at the unit at 2am unloading items but I never spent the night there I was gone by 430am I came and went numerous times over a 4 day period also there was supposed to be a gate with a code that was so called broken and was told it would be fixed by the 19th of February and it was still not fixed I was also told the climate controlled units were monitored by cameras but clearly there is no camera in sight anywhere that I have seen I recieved a letter saying I had to be out of my unit by the 24th and I feel that is unjust because I didn't break the rules and the office was just mad because I initially got upset over my unit not having air conditioning and I caught the office general manager in a ton of lies

  Business Response

  Date: 03/23/2023

  Good morning,

   

  My name is ******** *****. I am the Operations Manager for Atlantic Self Storage. Thank you for bringing your concerns to our attention. 

   

  I have thoroughly reviewed your account. Multiple of our team members have notated your account since your move in. There are multiple instances of your bringing a concern to our team's attention and each of them being addressed or explained. 

   

  It appears that many of your accusations about the quality of our property have been proven untrue after investigation and inspection by our onsite teams. 

   

  Between 3/8 and 3/9 you were observed by two of our team members violating a variety of facility rules that were clearly listed in your signed rental agreement. These included loitering and eating in a unit, dumping human waste on our property, misusing electricity by plugging a cord into a light socket, etc. 

   

  Atlantic Self Storage is exercising its right to non-renew your rental agreement with us, effective on the date that was provided to you in the non-renewal notice. This action has been reviewed and approved by our District Management Team. Due to your stated concerns here, I reinvestigated and, as a company, we have decided to stand by the non-renewal decision and provided vacate date. 

   

  Per the signed Rules and Regulations:

  8. Remove all trash and unwanted items in the unit. Do not leave any trash at the facility. Do not put any unwanted items in unrented units, hallways or stairwells. You are responsible for the removal of all items/property. 

  15. No loitering or sleeping at the facility.

  18. Customers and their guests are not allowed to plug in any device into any outlet owned and operated by Atlantic Self Storage. 

   

  The account is maid through March 18th and you have until 5pm March 24th, 2023 to fully vacate the unit and remove your lock. 

   

  Thank you again. 

   

   

• Initial Complaint

  Date:03/06/2023

  Type:Order 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.

  On the 2nd. Of March this month (2023), I went to my unit (***) to take out some bolts of fabric, when I lifted up about 3 small bolts of fabric I saw a colony of roaches in a circle which I started stamping on immediately. I saw one of the office employees walking down my isle, and I told him immediately. He told me that he will get the pest control company to spray the units as soon as possible. He then sprayed at the entrance of my unit and another unit two doors down from my unit, as they were complaining about roaches also. The bathroom is totally filthy. I couldn't use the bathroom because I saw the garbage bin overflowing with dirty paper towels all over the floor, the floor was not cleaned for a while. They told me that they don't have a contract with any pest control company.

  Business Response

  Date: 03/07/2023

  Mrs. *****, 

   

  My name is ******** *****. I am the Operations Manager for Atlantic Self Storage in the Northeast Florida Market. Thank you for bringing your concerns to our attention. We were recently made aware (within the past week) of a pest concern at our ****** location. We have identified the customer who brought the pests into the building and they have been completely vacated from the premises. We are actively engaged with a professional pest control service. They are onsite this morning, again, to continue treatment until the problem is resolved. Our onsite teams have begun contacting all customers that may be affected so that we may gain as much access to storage units as possible to continue the comprehensive treatment. 

   

  While we apologize for the inconvenience to all of our customers, we are unable to completely control what customers decide to bring into the building. As soon as we were made aware of the situation, we began extreme response. 

   

  As far as the restroom concerns go, thank you for brining this to our attention. I will ensure that immediate corrective action is taken. 

  Customer Answer

  Date: 03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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