ComplaintsforStorage Rentals of America

• Initial Complaint

  09/05/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Location: ************************************************ The storage unit is # ***. I need my money for the stuff that was stolen out of my storage. They have stolen $6,000 - $7,000 worth of stuff from me. Also, they went up on the price for my rental storage. I didn&#**;t know this until after I paid them. I believe it is an inside job. I would like a refund of $5,000 - $7,000 for my stuff stolen out of my storage.

  Business response

  09/06/2024

  ***** does have an open claim with **** (INCL-11155). The claim is pending, as we are waiting for additional information from him.
  
  Our Claims team attempted to contact ***** on 7/31/2024 at ************ but was unable to reach him. We then tried again to reach him on 9/3/2024, and after not receiving an answer, left him a voicemail. Unfortunately, weve been unable to establish contact with *****, as there is no email address on file.
  
  To proceed with the claim, we still require him to complete the itemized inventory and provide web links for the claimed items.
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We rented storge unit(#**) from what used to be Red Dot Storage. We all of a sudden get a letter in July stating it is now called Storage Rentals of America. In the letter, "You must choose coverage or elect to provide your own coverage WITHIN THIRTY-DAYS. If you do not choose a coverage level within these thirty (30) days, you will be enrolled into the SROA Tenant Protection Plan at the minimum required. Went to their "office on *****. Empty building. CS stated they have a property manager, must be round their other properties" To leave the form in the dropbox, No dropbox. Decided to mail by Priority Mail our declination of property insurance, since we have our own. Required to send in by 31 Aug or they will add this fee. Returned from the *********** as being "Vacant", ***** told me they have several others unable to deliver, unable to contact business. Also we paid this rental by the 17th. In their letter they wanted this by the 1st of each month.

  Business response

  09/06/2024

  Thank you for the opportunity to share insight. We have spoken with the tenant and have removed the Tenant Protection Plan / Insurance from the account. We credited the account accordingly. We consider this matter now closed.

  Customer response

  09/06/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter stating that **** had taken over Red Dot Storage. I have been using this unit for years without a single problem. When SROA took over I started receiving emails about late fees and about paying my bill. This is happening even after auto pay was set up twice. They just keep telling me to make additional payments on the account. I have been unable to speak with a manager for weeks now. They always just make a note or send a ticket. Never an answer or solution not even a return call as promised. I have had my access to my unit taken away. I did finally get a temporary code to gain access. This is the most irresponsible company ever. I am 1 week from moving all of my belongings to another storage company.

  Business response

  09/04/2024

  We have reached out to the customer and shared that we will be onsite on September 9th to meet with the tenant. She was upset that she received a past due notice via our inhouse system. She will be able to stop by and discuss with our Regional Manager, *****, at that time. Hopefully we can consider this matter closed after next Monday.

  
  Thanks,

  The SROA Team

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid the new company $173 for the rent of the first month they own the storage units. They have not credited my *********** they are force placing insurance on the storage unit. My unit has rotten rubber underneath and bugs and dust get inside and is not even in condition to rent. My items are filthy inside.Why am I paying so much to rent this unit when new clients can rent the same unit for slightly over $100.

  Business response

  09/06/2024

  Good day! The customer has had the *** removed from the account and a credit has been provided due to the miscommunication. We consider this matter closed.

   

  Thanks

  The SROA Team

• Initial Complaint

  08/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've been a SROA customer since May 2020, and rates have increased frequently. My 5x10 unit started at $119/month and is now $196/month, up from $153 just last month.Their website shows conflicting information: the payment page lists $155 for a 5x10 unit, while the home page advertises $129. I have more screenshots to submit if needed.I've experienced ongoing issues with this company. After paying $1492 for a year, they demanded an additional $500 due to rate increases.This seems unfair. Based on their advertised rates, I am being continually overcharged. Every time I reach out to them, they ALWAYS say, "Let me look into this for you" and no one gets back to me. They consistently ignore complaints.Since ******** I've paid $1713.06, but their promotional rate suggests I should have paid $1240 - a $473.06 difference. And that's just for one year.Something needs to be done and I need to be refunded that huge difference.

  Business response

  08/29/2024

  Thank you for allowing to respond to ******************** complaint. Our Regional Manager, ***, spoke with the tenant about her rent. He was able to work with her on an outcome that was satisfactory, as well as, was able to address the issues around the prepaid rent and again hopefully is now satisfied. We can hopefully consider this matter closed.

  Thanks

  The SROA Team

  Customer response

  09/12/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a storage unit from Storage Rental of America in the month of April and in June a Stihl chainsaw was stolen from the unit. I file a police report and I file an insurance claim. My claim was denied because they said there was not any evidence that the unit was broken into. I dont know how someone got into the unit. I changed the lock that was given to me by the storage place and I doubled checked the lock from then on. Then on 08/24//2024 we want to get somethings out of the unit and the unit had been broken into again.One of my TV was sitting outside the unit. The door was still locked and there was no sign of forced entry. I moved all my things out of the unit that day. I believe this was an inside job and that the company is well aware of the problem of someone being able to get into units without forcing it open.

  Business response

  09/05/2024

  Good day! We are sorry for the lengthy delay in responding to the complaint. The outcome of the claim was delivered to the customer and that was disputed. We received her appeal request on July 29, 2024, but have not received word back from the insurance claim provider if they will reconsider her information.

  We apologize for this inconvenience and hope that the property will contact her with a possible better outcome.

  Thanks

  The SROA Team

  Customer response

  09/05/2024

   
  Complaint: 22196992
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  09/05/2024

  I send in the dispute back in July and they are saying that they are waiting on the insurance company. I think that this is a delaying tactic  in hopes that I will get frustrated with the process and give up.

  Business response

  09/06/2024

  Unfortunately the appeal to the claim was denied and a note was sent to **************** on July 29, 2024. I am not sure what other information we can share to satisfy this complaint. We apologize for the situation.

  Thanks

  The SROA Team

  Customer response

  09/06/2024

   
  Complaint: 22196992
  
  I am rejecting this response because: My storage unit was somehow broken into not once be twice. I believe there is something going on at this business that people units are broken in without having to break the lock or damage the door. I also believe the company is aware of this and does not want to pay to fix the problem so the just keep denying insurance claims.
  
  Sincerely,
  
  ***********************

  Business response

  09/10/2024

  Unfortunately, this has been presented twice to the insurance and the claim outcome stands. We apologize for this and cannot raise this to the Claims team again.

  Thanks!

  Customer response

  09/12/2024

   
  Complaint: 22196992
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has repeatedly increased rental rates and TODAY we got a letter of another increase only a week before the increase. Our rent has gone up more than 120 each United and NOW they are forcing rental insurance on top of the fees. Rent used to be $85 and now its going yo $216 pluss $22 PER UNIT. There isnt even enough time to react and remove my stuff from the units. This is a scam and robbery.

  Business response

  08/27/2024

  Good morning and thank you for allowing us to respond to this concern. We are happy to report that ******************** spoke with our District Manager yesterday and reached a mutually agreed outcome of lowering her monthly rent. We hope tha this satisfies ******************** and that we can consider this matter closed.

  Thank you for bringing this to our attention. We value her business.

  The SROA Team

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im moving into the place August 8, 2024. My stuff was broken into August 20, 2024 I was not notified until two days later I was able to make a police report they would not let me view the video footage only the police, my unit was completely trash and the process I have been trying to get in touch with people higher up because every time I go to this facility the gate is wide open and anybodys able to drive in and out without even putting in their code every time I go there after hours Trucks loading up stuff and when they leave, there is no lock on the unit and stuff is still in the unit, but I dont know if theyre breaking into it because the gate is wide open so you dont know whos supposed to be back there and whos not there people tampering with peoples cars Ive seen it. I have recorded it. I am in the process of getting Lawyer. Im hoping that someone from this company will reach out to me someone higher up that can help me. Ive lost a lot of stuff. I run my own company and I lost a lot of stuff and I trust you guys With this stuff and your negligence by keeping his gate open has filled me a part about it is like no one in this company cares yall just continue to leave the gate open and let people back there to take our stuff I was told that the gate will be locked at all times and thats not the case. I have several videos of this gate open several police calls that this gate is open. And because of your negligence, I want all my stuff replaced and I am trying to move my stuff, but I am disabled and I have to wait for my children to come in town to move my stuff but as soon as they get here, my stuff will be moved because it is a very unsafe place to store anything

  Business response

  08/27/2024

  Thank you for the opportunity to share insight into this situation. We reached out to this tenant yesterday. The District Manager sent her the *** claims packet process and advised her to send that back as well as her police report. Shes obviously very upset her unit was broken into. The gate is currently down and we are sourcing for quotes to fix. The tenant stated she will be moving out as soon as possible. WE are sorry to hear about this situation and will work as fast as possible regarding the claim.

  Thanks!

  The SROA Team

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and I called the number online on June 25, 2024 and the guy we talked too got us a promotional deal where we would pay $31.80 for the rest of the month and we would get 2 months free. He told us we would get July and ****** free. My daughter and I went to the office and paid the $31.80 and the lady working was from a different office and she looked on the computer and also told us July and ****** would be free. And every month after ****** would be $109 a month. A couple of days later we went and rented another storage building and was able to get the same promotion as the 1st one. I have since found out that they are saying the few days left of June was one month and July is the second month. And they are saying that only one of my storage buildings I am late paying $158 and my other one isnt due til September 1st and its going to be $158. Ive called and talked to people in the call center and they keep telling me that June and July were my 2 free months. Ive always known a month being 30 days not a 5 or 6 days. They dont seem to be willing to work this out with me at all. Theyve put a lock on my storage building and even though theyre saying I dont owe for the second one yet I still cant get into it at all. The information given to me by 2 different people is completely different than whats being told to me now. I didnt get my 2 months free and Im not getting the promotional price I was told I was getting by 2 people. So now my daughter and her children will lose everything they own because we were lied too and theyre not willing to admit they are wrong and not willing to fix theyre mistake. We wouldve never rented 2 storage buildings if we werent getting the promotional deal as promised. Theres no way we can pay almost $400 a month for storage buildings.

  Business response

  08/26/2024

  Good morning! We are having trouble reaching the tenant. Our field leadership team has attempted multiple times and continue to be unsuccessful. Here is what we did. We have credited the rent and late fee for the customer for July and August. We cannot credit the tenant protection plan (insurance) though. We would love to tell the customer this news, but they do not answer their phone or return messages.

   

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 16, 2024, I found an email from Storage Rentals of America sent 7/11/24 stating that my storage unit with Red Dot had been acquired by them. In the email was a contract that was to be signed and turned in, but I had questions, so I did not sign. I placed several calls to the number on the contract *************) but got no answer. On my lunch break, I drove to what was supposed to be the main office and no one was there. I waited in the lot and called again and was on hold for 42 minutes to speak with a manager but no one picked up. I went back home and hand wrote a letter advising of my evacuation of the unit, mailed a physical copy to the address provided and the other was slipped beneath the door of the office. I moved out of the unit on 7/20/24 because I never could speak with anyone about the terms of the contract before signing it.. Since then, I have received several emails and phone calls regarding a rent payment due for a contract I never signed. On 8/13/24, I got another call, so I spoke with a *** (***) who put a ticket in to stop the billing cycle, but I continued to receive emails. On 8/16/24, I got another call about a balance due. I spoke to two ***s ****** @3:49pm -call "dropped" and **** @3:56pm) who both put in notes that I am not a client of this company and was told that there is no management in the city I live for these rental units. The emails and phone calls for payment are bordering harassment and it is nearly impossible to connect to anyone to speak with about this issue.

  Business response

  08/21/2024

  Thank you for the opportunity to share insight. We feel horrible that the acquisition has not been a smooth one and we hope that with us escalating this to our Field Leadership team for review and resolution that we can repair the issues that she has encountered. We would love to show ************** the 5 star SROA experience. Thank you for the opportunity to engage and fix this situation.

  Thanks

  The SROA Team

  Customer response

  08/21/2024

   
  Complaint: 22154832
  
  I am rejecting this response because: I am not a tenant of this property. When I got the email about the acquisition, I tried calling several times and went to the listed office location in *******, ** to speak with someone regarding the contract so I could make a decision, but I got no response from anyone. I submitted a handwritten letter per the terms, did not sign the contract, and moved my belongings out of the storage unit on 7/20/2024. The unit was then swept out and has been empty ever since. I was never a tenant with this company and wish to be removed from any communications and billing cycles. 
  
  Sincerely,
  
  *************************

  Business response

  08/21/2024

  We understand that you do not want to continue using our services. We will ask the property manager to cancel your service. We want to confirm that you have removed all of the items removed, the lock taken and the unit clean.

   

  Thanks,

  The SROA Team

  Customer response

  08/21/2024

   
  Better Business Bureau:
    My items have been removed from the unit and the unit has been swept out since July *******. I have long since evacuated the premises. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩