Complaints

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

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  Storage Rentals of America

  2751 S Dixie Hwy Ste 450 West Palm Beach, FL 33405-1233

• 

  Storage Rentals of America Avon

  998 Center Road Avon, OH 44011

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  Storage Rentals of America

  1535 Peachtree Lane Mishawaka, IN 46545

• 

  Storage Rentals of America

  2031 W Mishawaka Rd Elkhart, IN 46517

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  Storage Rentals of America

  52292 Co Rd 9 Elkhart, IN 46514

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:04/28/2025

  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.

  The ***** (storage rental of America has done this to me as well. I haven't even had a rented my 10 by 10 storage for 3 weeks yet and I get this in the mail as it reads in the letter I downloaded, "30 days notice for rental rate change from my original 75$ to 111.67$ plus 6.67$ tax also of course. Is this even real? Nevermind the legal BS of this but are these folks think they will just get away with it and no one will take out justice eventually on who ever would do this for no reason. The owner, where ever you are, sleep peacefully tonight, but tomorrow nite may something awful happen you you and your family. God bless.

  Business Response

  Date: 04/30/2025

  Mr. *******,

  Thank you for bringing your concerns to our attention.

  We understand your frustration regarding the recent rent adjustment on your storage unit. As outlined in the rental agreement signed at move-in, Storage Rentals of America may adjust rental rates with proper notice. The notice you received reflects a standard rate change and complies with both our rental policy and state regulations.

  That said, we value you as a customer and are committed to working with you. Our District Manager has made multiple attempts to reach you by phone and email to discuss your concerns and explore possible solutions, but unfortunately, we have not yet received a response. We sincerely hope to connect with you soon to help resolve this matter in a constructive way.

  We take the safety of our team seriously and kindly ask that all future communication remain respectful so we may continue assisting you.

  If you are open to a conversation, we encourage you to contact our District Manager directly at your earliest convenience. We truly hope to come to a positive resolution.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/30/2025

   
  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

  Date:04/03/2025

  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.

  On November 13th, I requested one 10 x 10 storage unit on-line and I was assigned two units. I signed the lease for one storage unit and advised them the next day of the error. The lease for the second unit was never signed nor was the unit opened. It still had the original twist lock on the unit. I stopped by the office and made serval phone calls to get the unit removed from my account. They removed it the unit on January 2nd but I was never refunded. I was charged ***** on November 13th, then 79 dollars on December 3rd and 79 dollars on January 3rd for a unit I never signed the lease for or opened. Yes, I was charged for the unit after it said online "move out date of 1/2/2025". I have called the 800 number and had tickets put in requesting a response and a refund. I was told at one point it could take four to six weeks. I waited and still nothing. I have stopped by the office to see how the "ticket" is coming going and they said are unable to get in contact with their district manager to solve it and will look into it. I have called the 800 number at least seven times and made stops at the office, I feel like they are actively avoiding me. The property is well kept just do not expect anyone to call you back or solve things if there are issues. It's really frustrating the amount of time I put in stopping by the office and calling both the 800 and office number. I do not understand why they are having a problem refunding the unit since the lease was never signed. The storage unit was #**** a 10x10 unit. Can you please help me get a response from them? Thank you

  Business Response

  Date: 04/09/2025

  Ms. *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused you. We understand your concern and appreciate your patience as we worked to resolve the issue.

  After reviewing your account and working closely with our District Manager, were pleased to confirm that the refund for the second unitUnit #****has been processed. A confirmation of the refund was sent directly to your email on file.

  We appreciate your feedback regarding the challenges you experienced in getting this resolved, and we will be using your experience to improve our internal communication and response times. T**** you again for your patience and for giving us the opportunity to make this right.

  
  Sincerely,
  The **** Team

  Customer Answer

  Date: 04/16/2025

   
  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

  Date:04/02/2025

  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.

  They had their property gates malfunction. The gate will not open so that I could get my things of my unit.. Now they are forcing me to pay the rent.I would not like to not have to pay the fees.

  Business Response

  Date: 04/14/2025

  Mr. ****.

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you experienced with the gate access at our property.

  We understand how frustrating this situation must have been and want to assure you that we are actively working to connect with you. Our District Manager has attempted to reach you by phone and left messages, and we kindly ask that you return the call at your earliest convenience so we can work toward a resolution.

  Please know that we take gate access concerns seriously, and we are committed to finding a fair solution. We look forward to speaking with you directly to further discuss your concerns and address any issues related to your account.

  Thank you for your patience and understanding.

   

  - The **** Team

• Initial Complaint

  Date:04/01/2025

  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.

  Terrible customer service. Forgot my code for the gate went in to get it and there were 2 very rude "customer service agents". Refused to give me my code. I have had this and many other units there for over 4 years. ****** is a terrible customer rep. ****** IL. ***** ****** is one of the rudest people I have ever come across. This company just took over the units a few months ago and ever since then the customer service has been Terrible. They also will raise your unit rates without notice with no recourse. Stay away from this company.

  Business Response

  Date: 04/02/2025

  Dear Mr. ******************* you for taking the time to share your concerns. We appreciate the opportunity to respond directly to the issues youve raised. We regret that your recent experience at our ******, ** location did not meet your expectations. At Storage Rentals of America, we strive to provide a safe, respectful, and professional environment for all tenants and our employees.

  That said, we would like to clarify a few important details. Per company policy, gate access is automatically suspended when an account becomes past due. In these situations, tenants are unable to access their unit until the balance is resolved. This automated restriction is in place to ensure consistent enforcement of lease terms and to protect the integrity of all tenant accounts.

  A serious incident occurred during your visit where you attempted to access another tenants unit under the claim of a personal relationship. Upon verifying with that tenant, it was confirmed that this information was not accurate, and you became upset that we called to verify. Due to the nature of the situation and the threatening behavior reported by our staff, local law enforcement was contacted to ensure the safety of our employees and the facility. An official incident report has been filed and documented accordingly.

  Lastly, regarding your concern about rate increases, we understand this can be an inconvenience. Our lease agreements do state that rates may be subject to adjustment based on market conditions and operational needs. We strive to notify tenants of any changes in advance and always aim to remain competitive while providing clean and secure storage options. We notified you via First Class mail on January 29, 2025, (regarding the rate change for 3/24/25) to the address we have on file for you. Upon listening to the recording, this was explained to you on the phone during a call you made to the call center on March 26th, which we needed to disconnect due to profanity.

  If you would like to speak further about your account or the events that occurred, we welcome the opportunity for a direct conversation. Our District Manager is available to assist and can help work toward a resolution.

  Thank you again for your feedback, and we hope to move forward in a productive manner.

  Sincerely,

  The SROA Team

• Initial Complaint

  Date:03/27/2025

  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.

  I rent a storage unit from this business. In December I went to my storage to get something out & I wasnt able to get into my unit it had a different lock on it. I went to the front desk and told the guy my storage had a different lock on it I couldnt get in it. He told me there wasnt a lock on it so he put one of theirs on it. So he gave me the keys and when i opened it my things were missing. So someone had to of cut the lock off and stole my things. I filed a police report & turned it into them. I pay for insurance for this purpose. However they said I didnt have proof that my unit was broken into. I dont know what other proof I could give them. I just want the insurance to cover what was taken.

  Business Response

  Date: 04/08/2025

  Good day! We appreciate the opportunity to share additional insight into this BBB complaint. The tenant and his sister both left their units unsecured and when inspected showed no signs/proof of a break in. 

  The claimant shared that there were all kind of TVs in the unit but when our team cut the lock with them being there (Unit A37), there were none inside the unit. The claimant's sister then said that she had a lock on the unit and then the following Monday there was no lock on the unit. This was the same as with M32. The claimant is not someone that our team spoke with rather, only with the sister. She was also the one that signed all documents including the claim forms. 

  We realized that both tenants left their units without a lock. There was no damage to the latch, unit or any sign of a cut lock. This was used in the denying the claim. The claimant's sister then stated that she would contact the the family lawyer. 

  The tenants were told by the ********************** that they could appeal the decision if they could show proof of the tv's and a break in.

  
  Tenant also stated Also there were cameras up but just so happened you took them down when you had the place painted and didnt put them back up as soon as you were supposed to. If you had not taken them down you would be able to see it was broken into and you would be able to tell me who did it so I could press charges on them. 

  The claimant's sister in A37 requested that the lock on the unit be cut because the unit had a combo lock from the previous owner of the storage facility. She stated that she needed it off because she was moving out and never wanted our company tenant protection plan because it was dumb that she was paying for it.Also tenant at one point called the work cell requesting another lock cut after TTP Claim was filed and when I told tenant it was $40 she said she would do it herself.

  Again, we recommend that they appeal the claim if they would like to see further action and review to be taken.

   

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23123916
  
  I am rejecting this response because: the company is lying. My sister did not have a lock on her unit that is correct so if her things were stolen thats her fault. However this has nothing to do with my sister. I did have a lock on my unit and it was removed & not by me & I was the only one with a key. Im very upset about this & I shouldnt have to be going through all of this. If the business dont want to pay for what was stolen out of my unit whats the point in having renters insurance? I just want this resolved. My things are valuable to me & I dont deserve to be ran over just bc. Please help me to get this taken care of. Thank you so much. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/14/2025

  Dear Mr. ***************** you for your continued communication, and were truly sorry to hear how upsetting this experience has been for you. We understand how personal and valuable stored belongings are, and we want to assure you that we take your concerns seriously.

  Please note that our District Manager has made multiple attempts to contact you directly, including leaving voicemails, in order to speak with you and work toward a resolution. At this time, we have not yet received a response. We kindly ask that you return the call at your earliest convenience so we can address your concerns thoroughly and discuss next steps.

  We remain committed to resolving this matter and appreciate your patience and willingness to work with us. We hope to hear from you soon.

  - The **** Team

• Initial Complaint

  Date:03/26/2025

  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.

  Ever since **** bought the storage facility from IStorage in February of 2024 (************************) it has been a nightmare. I have held a lease on my storage unit for 3 years prior and did not have one rent increase. Since SROA took over, they raise the rent every 6 months. I started my lease paying $64.00 and now **** wants to charge me $131.00/ (after 3 rent increases since 2/24) monthly for rent. I am aware of several individuals who are paying $52 for the same size unit. This is almost a 110% rate increase in a little over a year. When I try to discuss reasons for the rent increase, the property manager (*****) never answers. The customer service **** are always very nice but they always give the same answer that I need to talk to the property manager. ***** will usually call me back after I call the customer service center 3 or 4 times and they put in 3 or 4 escalations. ***** always tells me the same thing "I have nothing to do with rent increases, that is corporate you will have to talk to my boss" However, ***** refuses to give me any contact information and her boss never calls me back. I have never dealt with a company that refuses to give customers contact information to discuss issues. I feel this company is very unethical and punishes dedicated customers while supplementing cheap rent to new customers. Does it make sense to make a customer of 4 years cancel their lease and purchase a new lease to pay less than half what they are paying now?

  Business Response

  Date: 04/04/2025

  Mr. *****,

  Thank you for taking the time to share your concerns. We sincerely apologize for any frustration or inconvenience youve experienced since the transition of ownership at the *************************************** facility.

  We understand that rate changes can be difficult, and we truly value your long-term tenancy. As a company, we periodically review rental rates based on several factors, including market conditions, property operating costs, and unit availability. These reviews may result in adjustments that affect both new and existing tenants differently.

  Our records indicate that you originally moved into your unit on December 11, 2023, at a rental rate of $87. A standard rate adjustment occurred in May 2024, increasing the rate to $103. In response to an escalation, the rate was later reduced to $91 in June 2024. Subsequently, on November 25, 2024, our District Manager worked directly with you to further reduce the impact of another scheduled increase by splitting the adjustment in half. During that conversation, it was communicatedand acknowledgedthat no further concessions would be made regarding future increases.

  We regret that you feel your concerns have not been addressed satisfactorily. While our property managers may not control rate decisions, they are responsible for ensuring that customer concerns are communicated up the appropriate channels. We appreciate your feedback about communication, and we will use it as an opportunity to improve the transparency and responsiveness of our customer service.

  We want to assure you that we do not take your loyalty lightly, and we strive to treat all customers fairly. Thank you again for your feedback, and we hope to continue serving you.

  Sincerely,

  - The **** Team

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23118275
  
  I am rejecting this response because: I moved into the unit in October of 2021 with a rate of $65 (see attached). As I previously mentioned, I had no issues until your company bought the storage unit complex. Your company's unethical lies are some reasons why I brought this issue with the BBB. I only hope in the future you treat your recurring customers with dignity and respect. 
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 04/14/2025

  Dear Mr. ****************** you for your continued feedback. We regret that you remain dissatisfied, and I want to assure you that your concerns have been taken seriously.

  I have escalated your rejection of our previous response to our District Manager for further review and follow-up. We understand your frustration and appreciate your taking the time to share your perspective.

  While we recognize your move-in date may predate the date reflected in our internal records, please know that our intent has never been to mislead. Our records reflect adjustments beginning in December 2023 based on the current tenant database following the transition of ownership. That said, we fully acknowledge your long-term tenancy and sincerely appreciate your continued business.

  Its also important to note that your rental rate has been adjusted on multiple occasions in response to your concerns to help ease the impact of standard rate increases. These actions were taken with the intention of being fair and responsive to your situation.

  We are committed to treating all tenants with respect and transparency, and we sincerely apologize if your experience has felt otherwise. We hope to have the opportunity to resolve this to your satisfaction and will be in touch following further review by our District Manager.

  Sincerely,

• Initial Complaint

  Date:03/22/2025

  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.

  My family rented a unit with **** to hold our personal property. In late December of 2024 we discovered that the roof in our rental unit has two leaks; the ceiling was sagging and water had soaked two boxes of books and family photos, a box containing kitchen appliances, and damaged the wooden top of a workbench. We immediately notified our site manager who helpfully offered to only discount our next months rent by $50.00, furnish a new unit, assist us with moving our belongings, and encouraged us to complete an insurance claim. The discount was never applied, we never got a new unit and the leak was never remedied. A district manager apparently refused to help us financially with moving assistance. We just resorted to catching water in five gallon buckets and stopping by occasionally to empty them, all while paying over $200/month for the privilege. We spent months attempting to get assistance switching units (I could not do it myself due to having broken my arm in a car accident). We were repeatedly promised follow-up calls that never came. I once spent two hours on hold - long enough that I was eventually connected to another *customer* calling to make a payment. The situation is still not resolved as of March 2025. Unit still leaks. No calls back. I was shocked and disappointed by the total lack of concern - it feels like this company simply wants us to accept defeat and leave. We believe that not repairing the roof constitutes a breach of contract and negligence. Not sure what to do, but we hope that this review will help other potential customers make informed decisions about doing business with this company.

  Business Response

  Date: 04/02/2025

  Dear ******,

  Thank you for sharing your experience. We sincerely apologize for the inconvenience and frustration you and your family experienced during your time with us. While we regret that our efforts did not meet your expectations, we appreciate you bringing the issue to our attention and understand your decision to move out.

  Our team has closed your account and removed the outstanding balance as a courtesy. While the situation has since been resolved, we are reviewing your feedback internally to ensure we improve our communication and responsiveness moving forward.

  We wish you and your family the very best.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/07/2025

   
  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

  Date:03/20/2025

  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 formally disputing the charges on my account for ********************** unit 2005 and requesting full validation of the alleged debt, as required under the Fair Debt Collection Practices Act (FDCPA) and Fair Credit Reporting Act (FCRA). I reject all charges associated with this account following Nov 30, 2024.On November 16, 2024, I vacated my primary and sole storage unit on your property, unit 2005 located at ****************************************. I removed all of my personal belongings and my lock from the unit, effectively surrendering possession, terminating my occupancy, and ending my liability under the rental agreement. I promptly notified your company of my move-out and provided photo evidence confirming that my lock had been removed. As of that date, I no longer had control or responsibility over the unit.However, your company has continued to treat the unit as if it was still occupied under the original rental agreement, even though I had clearly vacated and surrendered possession. This misinterpretation has resulted in charges being improperly assessed to my account. You cannot hold me liable for rent or any other fees after November 16, 2024, as I had terminated my month-to-month occupancy, and any assumptions that I continued to occupy or abandon property are entirely ************ addition, I dispute the auction fee assessed on January 2, 2025. I want to emphasize and clarify that if any property was being stored, or left within the unit, it was not mine. Since I had vacated the unit by November 16, 2024, I removed all of my belongings at that time. I did not abandon any property, and have no knowledge of any property that may have been stored or auctioned following the date I vacated in November. Any subsequent activity, or occupation of the unit after my departure, is not my fault, nor am I liable for it. If another party placed a lock on the unit, or stored items there, it reflects a failure on your part to adequately control access to the facility.

  Business Response

  Date: 03/21/2025

  We are going to ask the property to give Ms. ******* a call to discuss. We are going to process the move out and write off any amount that we show as bad debt, which will not make her accountable for any of that amount. There were 3 items left in the unit, so we will dispose of them. When a tenant is moving out, it is important that the person cleans out the entire unit and not leave any items behind, as we assume the person is staying in the unit.

  We hope that we can consider this issue closed. Thank you again for bringing this to our attention and we hope that Ms. ******* has a wonderful weekend.

  Thanks

  The SROA Team

• Initial Complaint

  Date:03/16/2025

  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.

  I rented a storage space from the **** in Oct. 2023, everything stored in my unit came out of a million dollar house, most of the furniture was new. Paid rent every month, in November 2024 I had movers load my storage unit and move it to **. When my property arrived it had damage from a rat infestation. Furniture has rat teeth marks, fabric chairs had rat urine, my movers said they actually removed a dead rat from my leather sectional. My boxes of clothes had rat f**** and urine on them as well as chew holes. I immediately called the office and was told by the new property manager that they had someone illegally living in the unit next to mine & he was bring the rats. After months of calling weekly, I finally got an email saying rat infestation is only covered for $500. Ive had my lawyer look over the contract & he said the most I could get was $5000. I have emailed the company back saying to send me the $5000. So I can put this nightmare behind me, they wont respond. Im out over $15,000. This is definitely not their typical infestation. Their property manager didnt do his job & catch the guy living in the unit next to mine causing all this damage. I have a lot of photos, but Im having trouble uploading them. It keeps saying the file is too big.

  Business Response

  Date: 03/27/2025

  Kym,

  Thank you for bringing this to our attention. We understand how upsetting this situation has been and appreciate you speaking with our District Manager regarding your concerns.

  As communicated, the insurance provider has reviewed the claim and determined that damages related to rodent infestation are covered up to a maximum of $500, per the terms of the policy.

  We understand this may not be the resolution you were hoping for, and we truly regret the inconvenience this has caused.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23073516
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 03/28/2025

  This isnt a typical infestation. The property manager was incompetent and didnt catch the guy living in the unit next to mine, bringing rats.  I have over $15k in damages, and they want to give me $500??? I am prepared to let the country know not to rent from this company unless you want your property destroyed and not be compensated for their neglect. 
  who in the world would think when they store their property it will be destroyed, whats the purpose of paying for a storage unit, I could have sold my property or took it to the dump for free. Instead I chose to store with this company and lost all my clothing & a lot of furniture. I will not accept their lame excuse of $500. They have all the pics of damages. I wont let this go, its beyond ridiculous . 

  Business Response

  Date: 04/02/2025

  Dear Ms. ***************** you for bringing this matter to our attention. We understand how upsetting this situation is and are truly sorry for the damage to your belongings.

  Please know that our facilities undergo regular pest control service, and our property managers conduct daily inspections. While we are reviewing the concern regarding an individual allegedly living in a neighboring unit, we must note that rodent damage limits reimbursement to $500, as outlined by our insurance provider.

  We recognize this is not the resolution you were hoping for and sincerely apologize for the distress this has caused. If you have additional documentation or questions, please reach out to our ***************** for further assistance.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23073516
  
  I am rejecting this response because:
  I have confirmation that the previous property manager (who no longer works there) did not do his job because you know someone was living in a unit.  Your typical infestation is not what this was. I think we need this to go viral to make sure no one else has to go through what I am dealing with. I dont know anyone with a brain cell that would accept paying this company for storage & expect their belongings to be destroyed. You really need to re-think your position on this matter and send me a check for $5000. Im fed up with these lame excuses. 
  Sincerely,
  
  *** ****

  Business Response

  Date: 04/09/2025

  Ms. ****,

  Thank you for your response. We understand how upsetting this experience has been for you and truly regret the frustration and loss you've encountered. It is never our intention to minimize the impact this situation has had on you.

  Please find attached the Tenant Protection Plan Addendum for your reference. On page 2, Section 4, Article (g), the policy outlines coverage for damage caused by "moths, insects, rodents or vermin" with a benefit limit of up to $500. This policy is part of the lease agreement signed at the time of rental, and it governs the scope of coverage for such claims.

  We understand that you do not consider this a typical infestation, and we acknowledge the distress that this has caused. However, based on the terms of the Tenant Protection Plan and after a full review by our insurance provider, we are providing you with the maximum policy benefit allowable for an infestation-related claim.

  We sincerely hope this clarifies the matter. Thank you again for your time and for bringing this to our attention.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23073516
  
  I am rejecting this response because: 

  I believe its time for the BBB to start arbitration, this is going nowhere.  They wont accept responsibility for the damage and they know $500 is not going to fly for their negligence . 
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:03/03/2025

  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 have been a customer with this company since May 2023 in **************, ** when I relocated. On July 12, 2024, I found an air conditioner leak in the hallway of the facility in front of my unit that was running into my unit. While I was standing there, I called the company to tell them. For the next 3 weeks I continued to call and report that nothing was being done about the leak. I was putting out large totes and emptying them every other day trying to keep the water from pooling in my unit. Once I wrote a complaint on the business' ******** page on August 7, 2024, someone reached out and the leak was fixed the next day on August 8, 2024. Several of my rugs were mildewed, stained and warped, along with several boxes that contained personal items that were irreplaceable, some of those being in plastic boxes. I started the process of submitting an insurance claim in late August once we were finally able to get someone to come take pictures, etc. I have since submitted the insurance claim on 3 different occasions because they wanted more information or wasn't turned in, etc. It seems that all representatives are incompetent of completing this claim, and I feel they think I will give up. As a customer, I have never been late with payment and have paid the mandatory insurance claim each month. However, each time I call in or email, the blame is put on someone else, including me. The insurance claim I have submitted is for $1,296.97, and I feel as though they will try and not honor that. I do not have the receipts or bank statements from the the purchases because of moving and closing accounts, therefore they have the *** links which I'm afraid can give them the liberty of not compensating me fully because of the time issues I have had with this company. I also have not been offered any less payments or waived anything during this ongoing issue of eight months. I did move to a smaller unit after throwing away all that was ruined.

  Business Response

  Date: 03/14/2025

  Mr. ******, 

  Thank you for bringing your concerns to our attention regarding your experience at our **************, ** location. We sincerely apologize for the difficulties you have encountered and understand how frustrating and stressful this situation has been.

  Our District Manager has been actively reviewing your concerns and is currently looking into the details of your insurance claim. We recognize the delay you have experienced and want to assure you that your claim status is being prioritized. At this time, we are in the process of obtaining the necessary documentation which is required to move your claim forward.

  We appreciate your continued understanding as we work to resolve this matter. Our team is committed to ensuring you receive an update as soon as possible.

  - The **** Team

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23007092
  
  I am rejecting this response because:

  The paperwork has been the supposed blame for months, but no one tries to get it right. Its always a blame game. I also received an email saying the paperwork is being reviewed, but it could be 45 days before I hear anything. I will not be satisfied until I have been fully reimbursed, especially because this has taken so much of my personal time. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/27/2025

  Dear Mr. ******************* you for your response. We understand your continued frustration and sincerely regret the inconvenience this ongoing issue has caused.

  As previously noted, our District Manager has been reviewing your concerns, and weve reached out again to obtain a current update on the status of your insurance claim. We understand the process has taken longer than expected and truly apologize for the delays youve experienced.

  Please know that we are committed to seeing this matter through and will provide further communication as soon as additional information becomes available.

   

  - The **** Team

  Customer Answer

  Date: 04/07/2025

  It reads that this complaint is closed. This complaint should have not been closed. Nothing has been solved. They have not communicated with me at all, although they said they would, except for answering me through this service. I tried to call all weekend and could never get through.
  

  When I received this second empty response from the company, the *** said I had 10 business days to accept. I came here to not accept and it says you all feel they answered in good faith. I strongly disagree and only count 6 business days. Please advise why this has been closed. I am not satisfied at all. Do I need to file another complaint? 

  Business Response

  Date: 04/14/2025

  Mr. ******,

  Thank you for your follow-up. Were sorry to hear that youre still feeling frustrated, and we want to assure you that we are continuing to make efforts to resolve this matter.

  Our District Manager has attempted to contact you on 4/9/25 by phone on two separate occasions and also sent an email to the address we have on file in an effort to connect and assist with the ** rejection. As of now, we have not received a response.

  We understand how important communication is, and we remain committed to speaking with you directly to work toward a resolution. Please feel free to return the call or respond to the email at your earliest convenience, and we will be happy to assist you further.

  Thank you for your continued patience.

   

  - The **** Team