Complaints

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

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  Copper Safe Storage

  5015 N Star Ave Panama City, FL 32404-8935

• 

  Copper Safe Storage

  3101 US 98 Bus Panama City, FL 32401

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:06/06/2024

  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.

  Back in January 24, I got an email to verify my rental insurance after sending it through roughly 5 times Was told they never received sent them the policy # and was still charged monthly. Asked for a refund and was told no. Then we were moving out called to cancel my unit and to see what I should do before canceling was told we had to give a 15-day notice I was informed by a lady maybe Angela. Would be prorated for the month that was a lie. Spoke with a supervisor named Crystal I think wow super rude. over this is a ridiculous company. was in the form today that I would have to keep my storage for this month because it's paid for. Coming Monday to open up the storage take pictures of the unit for them. But never in a million years would recommend this place to anyone. always use local own keep the money within your city no more corporations

  Business Response

  Date: 06/20/2024

  Hi. We appreciate this tenant's insight into her issue. Starting with the insurance, we did send correspondence requesting insurance info towards the beginning of the year. The email she attached that was sent Jan 2nd with her insurance info was applied to her account. She did not pay anything extra for insurance until April 2024. The policy she sent into us only covered until April 2024. I have attached the file we received. When it expired, the other insurance was applied as the new policy that was not expired was never sent and received. We would have been happy to apply her private insurance again to avoid any additional charges if the updated policy was sent. As for prorated move outs, we have a policy of no prorated move outs. This is in the lease that is signed on move in. The tenant has a paid thru date of 6/30 and can move out whenever she chooses before then with no extra cost but no prorated move out for money back. The lease is attached and in paragraph #2, underlined and bolded, it states "There are no prorated rent refunds in the event the Space is vacated prior to the rent paid thru date." We apologize for the frustratuion this tenant has experienced. If she would like to discuss more, she can contact us at our facility number. Thank you!

• Initial Complaint

  Date:08/30/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 complaint is in regards to the Copper Safe Storage in Jonesboro, AR. I have had this unit almost 3yrs & never once been late on a payment, have even made some earlier than the due date. On June 30, 2023 I discovered there was some kind of roof leak damage in my unit as I lost almost $5000 in stored items (mattress, furniture, clothing, craft materials, rugs, tools, etc.) & called immediately that day to report the leak & damages. I was told by the customer service representative that it was notated on my account & a site manager would be reaching out to me about the next steps to take & that I should also contact my insurance company Liberty Mutual to file a claim. I called them as soon as the representative from Copper Storage hung up the phone with me. I did my itemized list of damaged items & sent it to my insurance agent & he got the ball rolling stating all he needed to send me the money to replace my items was some kind of document stating what caused the damage (storm, hail, wind, rain, etc). So I called Copper Storage back & asked them for that document to be sent to my insurance agent, I was given an email address [email protected] by the representative & was told that my insurance agent had to send a request for that document to that email address & an admin would be in touch. I have called EVERY week to find out what is going on because no 1 has reached out to my agent, no 1 has reached out to me, & no 1 has even been out to my unit to assess the problem, which means everytime it rains my unit is getting further water & mold damage. This is seriously ridiculous, every time I call this company I get told an admin/manager will reach out to me in 3 - 5 business days...this is a lie as I have not recieved 1 phone call or email from anyone about this incident. No 1 has reached out to apologize, offer a monthly credit/discount until the problem is fixed...NOTHING! This company obviously doen't care about their customers...only money. RIDICULOUS!!

  Business Response

  Date: 08/30/2023

  Hi BBB. We have responded to the email from the tenants insurance agent letting them know our findings. We will follow up again to ensure it was received. Thanks. 

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20543614
  
  I am rejecting this response because: the emails simply states cause of leak is roof leak...like seriously? Why is it so difficult to understand a simple email requesting that WE NEED TO KNOW THE CAUSE OF THE LEAK?! Let me put it as plainly as possible because obviously the employees lack simple comprehension skills...is the leak CAUSED by WIND, RAIN, HAIL, STORMS, ETC?? THAT IS THE INFO MY INSURANCE COMPANY NEEDS TO COVER THE DAMAGES DONE TO MY STORED ITEMS!!!
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/18/2023

  We will contact the tenant again as we did respond to the insurance company. We will see if the insurance company can reach out to us again if they need any more clarification. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20543614
  
  I am rejecting this response because: The response they sent my insirance agent was ridiculous...it said cause of roof leak was unknown but it was repaired...meaning 1 of 2 things...it was weather damage (if this is the case THEN SEND AN EMAIL STATING THAT!!!) or it was negligence on the company's end & is therefore the reponsibility of the company to pay for the damages to my stored property AND IT NEEDS TO BE TAKEN CARE OF!! I have had this unit almost 3yrs now & never once been late...have even made early payments. This is unacceptable!!
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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 got behind in my payment of rent on the storage unit I rented from them. I received a letter at 1 mo late telling me to call for payment arrangement! I called to pay the rent I didn’t have the amount for the late fee and I was told they don’t accept partial payments. I coulda paid the $20 with the next payment however this was not the case. They refused to take my payment. I called many more times over the following 2 months and now today 6/20/23 I have called and was hung up on, then spoke to someone that told me if I agreed to move my stuff out they would make a payment arrangement. She told me to hold we got disconnected and then she called back and said they were not going to offer the arrangement she just told me they would offer. I looked up and called the number listed as corporate office and this person is telling me they are not the corporate office and there is no way to contact them! Due to their lack of a number I could email them only! Now my stuff is set to be auctioned off in a week and no way to contact anyone! Oh and they sent me a contract that I am supposed to be abiding by however my signature is not on it!

  Business Response

  Date: 06/20/2023

  This tenant's preferred outcome was to set up a payment arrangement. We reached out and talked with the tenant and offered this option. As we do with all tenants, if they cannot pay in full we try to work with them and offer a "pay to vacate" option where a reduced amount can be taken but the tenant must vacate the unit. We have offered this option and are willing to accept this option up until the point of the lien sale. The tenant can also pay the bill owed in full and maintain the renting status at the facility. 

• Initial Complaint

  Date:05/08/2023

  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.

  Basically before Storage Depot took over for Storagemart ;I had been a customer since 1998 with little to no issues. However; as soon as Storage Depot of Newport News Virginia takes over; they are putting late fees on my rental payments; therefore creating an unauthorized, unwarranted lein fee on my unit B121 in Newport News. I tried making April's payment and was told that they would not accept a partial payment and in turn tacked on late fees even after I proved that I was trying to make a payment. I think it's a shame that this company is insulting the intelligence of long term customers, charging extranamical amounts for rent i.e. My rent has been $55... as soon as Depot took over, it is now $70 and will go up again in June This company also makes their customers purchase rental insurance and includes the amount in the monthly rental fee. Please help me with some ideas for resolve on this matter, because this company is claiming that I owe close to $400, to include lein fees that I have the receipts to prove; that I made those payments. They are penalizing me because the US mail happens to be slow; When all they had to do was look at the date on the payment. Thank you for your time. Hope to hear from you soon...

  Business Response

  Date: 05/23/2023

  Our lease terms, like all self storage leases are month to month. Ms. ***** was notified in 2022 of the ownership change, sent the lease and welcome letter. Our lease terms and policies do not allow check or money orders as payments, we are an unmanned facility. We accept credit card payments over the phone and online. Rent is due on or before the 1st, Ms. ***** has ignored our the lease terms and continues to mail money orders into our AP employees personal address, which continue to come in late. We continue to waive fees as a customer courtesy, but will no longer do so. Please see the attached account history and notes for accounting reference. Ms. ***** will need to comply with the month to month terms of the lease in order to continue to store with us. The lease allows either party to terminate the lease term with a 10 day notice to vacate, neither party is tied to the other and can terminate as needed. We hope that she will continue to store with us, but under the terms of the lease going forward. 
  
  Sandy D 
  [email protected]

• Initial Complaint

  Date:02/01/2023

  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.

  This place is a total scam. Once they get your card # they start to play games. I told them I only wanted a month and maybe 2. They now say no notes show up stating such. I checked out on 1/31/2023 and called them to let them know I have left the premises and will not need service anymore and they stated I will be charged another month. They should have had notes stating that I told them I only needed a month and maybe two at most. That is all I stayed, Thank you.

  Business Response

  Date: 02/15/2023

  This tenant was never charged for a month in February. They last made a payment on 12/29 which covered all of January. He called on 1/31 and we did request pictures showing he had vacated as he are unmanned just as PROOF he did move everything out and he refused and hung up on us. He did call back the next day and provided the pictures we requested. We moved him out on 2/1. He has not been charged for February nor does he has an active account so this complaint is all just simply not true. We do not play with anyones credit cards or payments. We are an accredited business. This tenant should provide evidence he was charged for Feb and show the scam as I have attached the ledger showing we never did. Thank you.

• Initial Complaint

  Date:02/01/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 operates under several brands, the one we have been customers of if "Carolina Safe Storage". This company is operating with practices on pricing and service that seem predatory and wrong. Specifically they are getting customers in place, and once your storage unit is full and you have invested the time and money into the use of the unit they raise prices radically. Our units are staged for a 10% increase in less than 30 days, as an example. This leaves customers with two choices, pay the huge increase or pay large cost of relocation. Additionally two other major issues show the mentality of the model they use. First there appears to be no expectation of facility maintenance when issues arise, even though they sell customers on the state and quality of the facility. In our location we have spent months attempting to get one of the two doors entering the location fixed, as an example. With only two entrances, and one inoperable, we have to worry that one day the only other door may also stop working and leave us with no access to our units. I have submitted no less than 4 maintenance calls, always assured it would be quickly resolved, and with each call I was also told that they had no record of any prior complain or call regarding the issue. Lastly they have setup all customer interaction through 3rd parties, making it impossible to contact anyone with knowledge or power to correct any issue. Regardless of questions asked, calls places, or contact methods tried, they all go through these disconnected parties. Each time we are told 'someone' will look at the issue/question/concern, and nothing happens nor feedback ever given. This company operates as if the customer is dealing with an ATM machine or other preprogrammed appliance, and refuses to address customers or concerns in any way.

• Initial Complaint

  Date:10/26/2022

  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.

  My name is Pamela Martinez and I was renting a storage unit from copper safe storage and they said my storage was 49.99 a month and that they had this promo going on that I would get 50% off for 3 months and then since I had to use my own lock they said they would take $20 more off at month so at this point my bill should have been 4.99 but then I was paying for insurance on it for $9.00 so now it should be $13.99 and not $54.99 and so I called to tell them I moved out before October and now they are saying I owe them $156.00 after them lying to me and over charging me I feel like they owe me..

  Business Response

  Date: 10/26/2022

  The information attached in this complaint is simply not accurate. The rental rate of the unit itself that this tenant rented was $80 a month. The half off promotion would make it $40 a month. This tenant moved in on 8/19 and paid $40.54. This included the prorated rent (we are on 1st of month billing) of $16.77, $20 admin fee due at move in and the prorated insurance (ensures protection of items in storage) of $3.77 (full insurance is $9/month for $2000 of coverage). We do provide a free lock with every rental. We normally do not credit someone $20 for providing their own lock as the admin fee is not a fee due to the lock we provide. It is simply a set up fee that is required. Almost every other storage facility has this exact admin fee. However, in this tenant's case, I do see we did credit $20 which was applied for September's bill.

  The next month for September, this tenant paid a total of $54.99. This included the rent being $20 (50% off promotion applied for $80 the rate is plus the credit of $20 that was applied for the admin fee), $20 for a late fee as this was paid 6 days past the due date, $9 for the insurance, and this tenant chose to pay over the phone which has a $5.99 convenience fee.

  This month of Oct, the tenant shows as owing only $69. This is again the half off the rental rate of $80, so $40 for the rent, $9 for the insurance, and $20 for the late fee. We have a note dated October 7th (rent is always due on the 1st of the month) that says this tenant called in and told us she was planning to move out that day and told us that she wanted to pay but found out her card did not have sufficient funds to do so. She said she would call us back when she put more funds on her card. There is no other note besides the one from today where the tenant called back and said they wanted to move out but refused to pay for the month of storage they have been using. This tenant does not owe $156 for the month of Oct.

  The info attached to the complaint is simply not true. We will be glad to assist and allow access and any tenant to move out once the total of $69 is paid in full. We can also provide the ledger for the tenant to show what she paid for and when. We are on month to month leases here, so any tenant who is current is welcome to move out as they need to within the month.