ComplaintsforStorage Rentals of America

• 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,
  
  *************************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning,I stopped by the location on Friday Aug 2nd and spoke with ******. On June 14th I had my daughter drop off my rental payment which totaled $390.00. They didn't deposit my checks. When I ask ****** about the checks; when they were deposited and why I have late fees. ****** explained to me that she is new to this location, they moved the representatives around and she checked a box. My envelope was in there and the checks. No note or call about this matter. I asked her why they didn't deposit them? She said she was unsure, and one reason could have been because I didn't write the storage name on the check. I asked her why they didn't call or contact me. I have been calling about the checks through the number ********** asking about the checks and also to have the District Manager call me. I have made several requests (5 more) for the DM to call, and they told me that he would. ****** stated that he is working in the ******* region, and he has been busy. I would like the district manager to call me, review my account, see why I have late fees, why the 2 representatives didn't process my payments? I will be making the payment this week because I do want my items (belongings). I thought that my payment had been posted to my account. Now that my Unit is in Auction owing $516.00 and shouldn't be I have all these fees and had I not checked my email I wouldn't have known that they didn't apply my payments to my account. I'm truly disappointed with the services that I have received. This is so disheartening to know that people would intentionally not contact you and cause this much hardship. The representative ******* and ********** spoke with told me that I had until 4pm Aug 15th up to the day of the auction to pay my bill. I called from work it is a recorded line. So I called the office to pull the recording. I arrive something after 1pm and ****** tell me that my unit has been sold. I asked if she can contact the buyer or call the **** She said no.

  Business response

  08/21/2024

  We had constant communication with this tenant since the end of **** throughout July.There was a billing correction needed for this customer account for the **** billing cycle. We corrected this customers account and applied the credits needed on 06/24/24. The customer then dropped two checks off at the office drop box week of July 5th with a note attached. The noted stated attached are two checks for my past due balance and will come sign my checks once you have corrected my account billing. I personally spoke with this tenant again on 7/16 and we discussed the auction date and time. She was reminded to come sign the checks so I could post the payment. Our last communication with ************** was on Monday 8/12 where she stated she was in route to the office to make her payment. Unit was sold on 8/15 at 11:00am and the customer arrived on 8/15 around 4pm after the sale was conducted. 

  We are sorry for this situation and feel horrible that **************' items were auctioned off.

  Thanks

  The SROA Team

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'll say it plainly. This company is in reality a criminal enterprise. they have no actual office presence on their rental site, no actual business headquarters, their phone contact system is nothing more than a continuous automated loop, which will not connect you to an actual customer service representative (CSR), but rather transfers and then loops you back to the initial automated response that you hear when the call is first connected. I have notified them by email repeatedly, that I have nothing stored with them, I have NO contract with them. I used the facility owned by Red Dot storage for ~2-1/2 years, my last rental Payment having been made on 7/15/2024. I received a notice of the sale of the facility to this highly dubious "Business" on 7/22/202. SROA then sent notice that an "Additional" payment of $89 ($10 higher than my previous monthly payment, which had already cleared my bank account by that point), plus an "Administrative" fee of $29. plus and payment of $30 per month (I already carry ***************** for our personal property which extends to storage items), for a grand total of $148. At this point, I have NOTHING stored with them, I have no contract with them (as they have informed me that my previous contract with Red Dot was no longer valid, and I have not signed any lease agreement of any kind with them), yet they keep sending me that same redundant request for payment and an insurance contract form to sign. I have emailed them repeatedly that I owe them nothing, will pay them nothing, and that I am not about to sign ANYTHING!.At this point, I'm simply wasting my time, as it is readily apparent that no one is monitoring their email account, much less reading the correspondence they receive. Therefor, the entirety of this text will be included in my complaint against them which I will be submitting to the Attorney General for the state of ******** later today. This scam has gone on long enough I think.

  Customer response

  08/15/2024

  They jut DON'T stop. They don't even seem to care that the transmission of a fraudulent billing invoice is a felony, a federal offense punishable under 941. 18 U.S.C. 1343Elements of Wire Fraud,. To whit:

  The elements of wire fraud under Section 1343 directly parallel those of the mail fraud statute, but require the use of an interstate telephone call or electronic communication made in furtherance of the scheme. ************* ******************, 65 F.3d 576, 583 (7th Cir. 1995) (citing ************* ************ ************** 927 F.2d 232, 234 (6th Cir. 1990) (per curiam)); United States ************, 42 F.3d 795, 797 (3d Cir. 1994) (wire fraud is identical to mail fraud statute except that it speaks of communications transmitted by wire); see also, e.g., ************* v. Profit, 49 F.3d 404, 406 n. 1 (8th Cir.) (the four essential elements of the crime of wire fraud are: (1) that the defendant voluntarily and intentionally devised or participated in a scheme to defraud another out of money; (2) that the defendant did so with the intent to defraud; (3) that it was reasonably foreseeable that interstate wire communications would be used; and (4) that interstate wire communications were in fact used) (citing Manual of Model Criminal Jury Instructions for the District Courts of the Eighth Circuit 6.18.1341 (West 1994)), cert. denied, 115 S.Ct. 2289 (1995); United States ****************, 41 F.3d 580, 583 (10th Cir. 1994) (two elements comprise the crime of wire fraud: (1) a scheme or artifice to defraud; and (2) use of interstate wire communication to facilitate that scheme); ************* ********************, 17 F.3d 745, 771 (5th Cir. 1994) (essential elements of wire fraud are: (1) a scheme to defraud and (2) the use of, or causing the use of, interstate wire communications to execute the scheme), cert. denied, 115 S.Ct. 193 (1995); United States ********************, 4 F.3d 1006 (1st Cir. 1993) (to prove wire fraud government must show (1) scheme to defraud by means of false pretenses, (2) defendant's knowing and willful participation in scheme with intent to defraud, and (3) use of interstate wire communications in furtherance of scheme); United States ******************, 920 F.2d 1028, 1035 (D.C. Cir. 1990) ("Wire fraud requires proof of (1) a scheme to defraud; and (2) the use of an interstate wire communication to further the scheme.").

  Business response

  08/21/2024

  Good day! We understand that the customer, ******************, is asking for no further contact. However, he references us as the company that caused these issues. However, we only took over this property on July 18, 2024. He is referencing our actions dating back to years in the past. We would like to engage with him to determine how we can work with the tenant on his concerns. We are sharing this because we will attempt to contact him to discuss further and hopefully come to a common ground resolution that will reduce the stress and strain that he encountered prior to our taking over this storage facility.

  Thanks,

  The SROA Team

  Customer response

  08/21/2024

   
  Complaint: 22147911
  
  I am rejecting this response because:

  Their argument is complete nonsense. I am (and was) referring to their tersely worded letter which is dated July 22nd, 2024. As of this date, the storage unit lease payment had been made six (6) days prior on the 16th of July. I had already been to the unit the week before to assess the contents of the unit and to  begin clearing thing from it in order to move them to a new storage unit which was closer to our home. Within 48 hours of receiving this letter, i went ahead and removed my stored items, swept out the unit and notified them that no longer stored any items with them, and would NOT be doing business with them. As My rent for the unit for the period of July16th - August 16th had already been paid, and the website indicated that I in fact had no active rentals with them, I concluded that my written notice that I was vacating the unit would be sufficient. At this point I had no rental agreement with them, had not entered into any rental agreement with them and had been notified BY them that my previous rental agreement with Red Dot storage was no longer valid. So I had nothing stored WITH them, had no valid agreement WITH them, and owed them nothing further. Their response to this complaint merely demonstrates their pathetically poor attempt to obfuscate and infer that my complaint is not valid based on their ludicrous contention that my issue is with the previous lessor of the storage unit. My issues it with them, their methods, their billing and overcharging practices, and their refusal to accept that I have noting stored with them, have no business or contract WITH them and therefor do NOT wish to have further contact with them. to date they not even communicated what it is they expect me to do for them either in the way of personal action or financial renumeration. I have nothing stored with them,  I no agreement or contract WITH them, and therefor bear no obligation of ANY kind TO them. Is that clear enough, or will you (or THEY) require me to draw you a picture?  am getting really tired of this stupidity. 

  
  Sincerely,
  
  *************************

  Business response

  08/21/2024

  We are sorry that you feel this way and we will ask the Property Manager to help resolve this matter.

  Customer response

  08/21/2024

  This their receipt acknowledging that I have moved out or their storage unit and that the account is paid in full. If I hear no more from them, I will withdraw my complaint in 30 days time.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have rented a unit at Storage Rentals of America in **************** for several years. I decided to move out and cancelled the unit Early June. I am now being charged for a storage unit I have tried to move out of twice but couldn't because of a broken elevator. They have now locked me out of the unit so that I can not move. I have been in contact with the personal several times during this time without any solution. The elevator was out of order for almost 7 weeks.

  Business response

  08/13/2024

  Good day! We are slightly confused by the wants of the customer.  She is requesting a refund, but there has been two months worth of refunds of rents given to the customer including July 2024 and August 2024 to cover that she has not yet moved out while the elevator has since been fixed. What additional wants does our customer want from SROA?

  Thanks,

  The SROA Team

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have rented a storage unit for the past 20 years at the same location. My original contract was with **** Storage, who was bought out by Red Dot, and now by Storage Rental of America. I have paid my rent from a checking account that my estranged ex husband established. When I noticed the signage changes, I attempted to contact someone with the new company at their toll free number. I was told that I'd have to go in person to give my checking account info for payment. I drove to two offices and no one was there. I called the numbers posted, and got no answer. The lady at the 800 number put in an "extradition" for a call back that I never received. I called again this weekend after getting a notice saying that my things will be auctioned off at 60 days, and we were at 34. There was another request or extradition for a call back submitted, and they called today. I explained that the only way that i had to pay was with a checking account number, and that if they didn't accept checking accounts, then I'd have to get my stuff out. They notified me that they have locked my unit and I will have to pay them over $800 in order to access my stuff. I AM ONLY LATE BECAUSE OF THEIR INCOMPETENCE AND INABILITY TO ACCEPT MY PAYMENT.

  Business response

  08/08/2024

  Thank you for the opportunity to share feedback. We are confused on this complaint, as the customer is paid in full and does not have an outstanding balance. The fees that were due were related to previous months due. She was still a customer of the ********************** provider while we acquired the property. Why she is asking for free rent when we were awaiting the ability to take payment is confusing. We communicated to all new tenants that we had to get systems functional and that no late fees were to be assessed, which were not. When we were able to receive and take payments, we let our customers know. Previous to us taking over from Red Dot Storage, they had no manned offices. Instead everything needed to be completed via phone or internet. This did not change. The only thing that we did was not bring over any credit card information for security purposes. We then asked customers to sign up again. If someone sent her to a property that is currently unmanned, then our apologies. This does not warrant receiving free rent.

  We consider this matter closed and that the customer is up to date in rent.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had an account with red dot **********************. I paid early every month. Red dot was purchased by SROA no notice before hand. I called trying to make my payment for July was told that due to transition July would be free. I repeated that. They repeated it back to me. Come August still have no way to pay my account. They call threatening me with auction even tho that is an illegal business practice as they could not take me to auction so soon. I hang up. Receive bill with instructions. I call to pay the 21 dollars it states. They say I owe July and August for 42 dollars. I say no only August as July was free. They said I'm wrong and basically called me a liar. I then spoke to a team lead who said they wouldn't call about auctions. Basically called me a liar again. I tried to pay my 21 dollars. They say I need to pay 42. They say no partial payments. This is a bad company with deceptive practices that lies to customers. Customers who never signed up with them in the first place. Avoid at all cost!!

  Business response

  08/08/2024

  Good morning! Thank you for allowing us to respond to this complaint. There was definitely a misunderstanding in that we were waving late fees for all accounts until we get our merchant ID. However, the request was one that should not have been made by our agent, as the customer still stored his items in the unit. There was not a miss in service, rather that we were acquiring the property. However, we own up to our errors and will be canceling the July rent and will only have the customer responsible for the current rent. The Property Manager will be in contact with **************** today. We hope to then consider this matter closed.

  Thanks

  The SROA Team

• Initial Complaint

  08/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for services for approximately 18 months and when I ended the contract due to not needing their services any longer, I could not gain access to one of the 2 units I rented. When I did regain access my storage invite had been broken into and my washer and dryer were missing. Along with a streamer trunk that held my deceased sons signed guest book from his funeral.

  Business response

  08/05/2024

  The circumstances of this occurring are disappointing. We show that the tenant had 2 units with us, which both of went into auction. The customer admits that she cut a lock off of her unit in August 2023. However, this unit had already been sold at auction and had another tenant in the unit. We will look to see if any auction buyer returned your son's funeral service book.  That will take a little bit of time for us to find the purchaser and determine if it is in our office. If so, we will contact the customer at the phone number on file.

  Our apologies again for this occurring.

  Customer response

  08/05/2024

  I signed my lease and moved out of my storage units the following day, in February, I have all emails received and never was informed about an auction, I called the main office the Saturday I was at my units with a haul bc my key wouldn't open the lock on my unit, at that time i informed them I was moving out of the unit, and was informed it was not their lock, i told her i was cutting it off. I did not create an account or have it verified in May , I was no longer renting 

  Customer response

  08/05/2024

   
  Complaint: 22088810
  
  I am rejecting this response because:I did not have an outstanding balance at the time I moved out of the storage rental units and I also have insurance I paid for insurance the whole time so I need my washer and dryer replaced and I need my sons funeral signed guest book
  
  Sincerely, *********************;
  
  ***********************

  Business response

  08/06/2024

  We understand the concerns, but the unit was auctioned off due to non-payment. If this was done in error, we would be happy to review further. We would need the tenant to provide updated receipts showing payment in full for the months leading up to the auction occurring.

  Sorry that we could not come to a resolution that the customer would like. We are asking the person who purchased the unit to see if they have the funeral book or if we can determine if it is in our office. We do not require the purchaser to return personal items, but most do.

  Thanks

  The SROA Team

  Customer response

  08/06/2024

  I moved out of my rental units in February of 2023, I did not cut the locks off in ******* *** will not find a buyer because they never went into auction nor did I create and verify my account in May of 2023. This is a huge problem I'm hearing about from many who rent from ****, units are being broken into and things stolen. 

  Customer response

  08/07/2024

  Can I get a copy of the paperwork when the unit went to auction? Or can I see the original please? I was moved out February 25th and my unit had already been broken into with three washer and dryer and streamer trunk stolen. I also would like to add that I did carry insurance on it

  Customer response

  08/07/2024

   
  Complaint: 22088810
  
  I am rejecting this response because: my washer and dryer were stolen asking with my son's guest book from his funeral. I have the proof of when I moved out of the unit and that it was not due to auction that my washer and dryer were missing..I have witnesses of the day I entered the unit to find it broken into. 
  
  Sincerely,
  
  *********************;

  Customer response

  08/07/2024

  I had a missed call from BBB and would like to talk to someone.

*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. ↩