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

  3 Chestnut St Worcester, MA 01609-2818

• 

  Storage Rentals of America Avon

  998 Center Road Avon, OH 44011

• 

  Storage Rentals of America

  120 IN-8 Kouts, IN 46347

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  Storage Rentals of America

  2031 W Mishawaka Rd Elkhart, IN 46517

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:06/24/2024

  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.

  The *****************, ******** location of storage rentals of America made a written agreement about settling my balance and vacating my unit, and paying in full, which I did in the last days of November 2022 and I was out by the expected date of December 1, 2022. To settle my account, she was weird and insisted that I pay in cash. The manager instructed me to go to the bank and get cash instead of putting it on my card where it would be documented. She told me that this would relieve me of all responsibilities or debts owed to the company so long as I vacated unit by December 1, 2022. I was out in time and I made the payment in full and I have a typed receipt and statement saying that in making my payment and vacating, it would absolve all debt and Id be settled with their company. However, nearly two years after I paid cash to settle my account, their corporate company sent debt collectors after me in the sum of approximately $650. Im thinking the manager of the local branch fraudulently took the money or corporate is trying to pretend like theyre still owed the money. Fortunately, like I said, I kept the paperwork. I am willing to take this to court . This is absolutely unacceptable. I took off work just to make sure I was out of my unit in time. But the cash demands seem very suspect in hindsight. I can provide the receipt if thats necessary as it verified I had paid and had settled my account and there would be no further issues. When I called my local storage facility when I realized that I had a debt collector coming after me, The woman got very nervous and said that corporate decides what they want to do even though we locally had agreed on that arrangement (which is absolutely false). She said she would call them to make it right and would call me back but never did. I am not going to pay for something I already paid for. Ive had no luck getting in touch with the company. She has the file but refuses to produce it, claiming corporate wouldnt allow it?!

  Business Response

  Date: 06/24/2024

  Thank you for allowing us to respond to this complaint. We have been in contact with the tenant and advised her of the necessary steps it requires to resolve this matter. Based on this conversation with our Regional Manager, we feel that this matter is now closed. Again, our apologies for it reaching this step, but glad that the end result has a mutually agreed upon resolution.

  Thanks,

  The SROA Team

  Customer Answer

  Date: 06/26/2024

  I did speak with the gentleman that called me but I want specific written confirmation that they are going to contact the debt collector that was given my information. This has damaged my credit score significantly so I would also like in writing that they are taking all the steps to remove ALL negative history associated with this debt collection on my credit report. When that has happened, Ill accept their response. Otherwise the message they sent seems vague and doesnt directly state what conclusion we reached. They admitted they have the paperwork that states I paid in full and vacated in time and that it never should have been sent to the debt collector. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21891645
  
  I am rejecting this response because:
  They failed to contact the debt collection agency they mistakenly sold a debt that didnt exist. They havent rectified this two year damage to my credit report. The response was vague and didnt state what he promised on the phone. He acknowledged verbally that he could see my account was closed in good standing and full payment was made and my unit was vacated by the established date. This has gone on two years. I just checked two separate credit apps that monitor things like this and there has been NO CHANGE to the collection account that exists because Storage of America sent my account to a debt collector even though they were paid in full. Moreover, their response indicated that we reached a solution and that it shouldnt have been there but didnt say anything about what theyre doing to rectify TWO YEARS OF DEROGATORY REMARKS that has monumentally destroyed my credit score. I never received a call back from him, as promised. Just the message on here that said nothing conclusive. This truly is a scam. They sold a debt that wasnt owed to them to a collections agency and wont do anything to make sure that collections agency is notified and forced to remove ALL 2 years of negative marks on my credit score, then it should be wiped from my credit report entirely BECAUSE THE **** ISNT OWED. They flat out admitted that to me on the phone when they called after I filed my complaint. Im going to pursue legal action if they dont do what theyre legally obligated to do since this is fraudulent business practices. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/28/2024

  Good day! We can understand the impact that this brought about. However, the follow up was just yesterday and our team reported this error on that same day. It might take a couple of days to begin showing up as being removed. While we hate to ask her to be patient, she will need to provide us greater than 24 hours to have this reflect. We have taken action and hopefully by July 1st, she should see this begin to show up on her credit report.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21891645
  
  I am rejecting this response because:as of July 1st there is still no change to my credit report and collections is still not aware that this was not a valid debt. Im in the process of disputing through Experian and it seems as though I C Systems to whom the debt was sold is unaware of the claims made by SROA. Can I please receive something writing that states that this wasnt accurate and that youve taken the steps to notify the collections agency so itll be removed from my credit report? I dont understand why ** being fighting something thats damaged my credit for two years due to an error on the companys behalf.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/01/2024

  I know that we shared July 1st, but I was wrong in that assumption. For that I am sorry. It might be closer to mid month, as it depends on how the credit bureau takes action.

  So sorry!

• Initial Complaint

  Date:06/19/2024

  Type:Order 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.

  Facility cut the lock off my unit, put their own lock on unit. Under Georgia law, that is an illegal distraint., which has serious consequences in this state. ****** imagine a landlord taking it upon themselves to cut off a tenants lock without some sort of proceeding to allow it. and then wanting to charge the tenant for not having a lock. Locking out tenants pretty much went out of practice in the 19th century.Now, company is sending me notice about "missing lock" (which it cut off), and wants to assess me $11 per month for "missing" lock.Also charging me for insurance. I have insurance out the wazoo and have provided documentation to prior owners of the location. I have no obligation to trot across town every time this location changes hands -I have never signed a contract with *********** or agreed to their bogus add on charges. It's not my problem that they can't keep up with their own paperwork. (Have rented unit several years with prior owners, no issue about insurance because of furnished documentation)Anticipate having to resolve matter in court, because local staff is clueless, thinks it's o.k. to destroy tenant's property, deny tenant access to his own property without a court order, Oh well.As I said, I have had this unit for several years, knew the employees, went through several ownership changes, but this new crew, Storage Rentals of America, is pretty sketchy with all their imaginary add ons and hoops to jump through. Also rent had more than doubled.

  Business Response

  Date: 06/20/2024

  Thank you for allowing us to respond. We partnered with the property and they shared that as of June 17, 2024, there was no overlock or red lock on the unit. We are sure when this complaint was filed. There was an overlock, but that was back in April 2024, which I don't believe this is what the customer is referencing. Additionally, since the customer moved into the new unit there has been no tenant protection plan (TPP) on the unit, so we are not sure what they are speaking about there being these fees. Can we ask that the tenant please partner with the property again to ensure that we are on the same page. We consider this matter closed as we do not see any of the complaints as active with physical inspection of the unit and review of the account.

• Initial Complaint

  Date:06/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2024, after renting from SROA in zip code *****, someone took the lock off my unit stole my belongings then placed their own lock on. Because I cut the thieves lock off to determine if I had been robbed and a company relevant wasn't with me they will not pay my claim. They have weekly robberies at this facility. Holes in the fences. But in their response I was considered the threat for cutting a robbers lock from my unit. This facility does not have proper measures in place for safety. Holes in fences, the fence is left ajar during the day. When I discovered my unit was broken in to it was night time. No one would answer the phone. They led me to believe my belongings were safe and I was insured should there be damages. This was a lie.

  Business Response

  Date: 06/24/2024

  We are saddened to hear about what happened with your unit.While we sympathize with you on having been broken into, taking matters into your own hands, and breaking into your own unit without an SROA employee being notified and present, is a liability issue for the property. We cannot have non-SROA individuals cutting locks on the property. This could be a safety issue for yourself, if another tenant feels you might be robbing people on site or if an employee witnessed you tampering with a unit and called the police to interfere. We also do not want anyone walking around the grounds carrying equipment that can be used to break off locks, for similar reasons as mentioned above.
  
  Your claim was discussed with various licensed adjusters,and we regret to inform you that we cannot move forward with your claim. 

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged a $100 lien fee for my storage unit and I have not signed my new lease yet.

  Business Response

  Date: 06/04/2024

  Thank you for the opportunity to respond to this complaint. We have had several documented conversations with her regarding this issue. She did receive a Welcome Letter from SROA that included a new lease and addendum. Per the Welcome Letter it was requested for the tenant to sign the rental agreement but failure to do so but continuing renting 30 days afterwards would allow SROA to follow our rental agreement.
  
  Our Property Manager has done an excellent job noting the account. The tenant was made aware and provided several PTP but did not pay. Tenants account is at a zero balance currently and is not eligible to receive a credit of the lien as the unit was delinquent over 31 days. 

  Thanks

  The SROA Team

• Initial Complaint

  Date:05/21/2024

  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.

  It is very clear that SROA has designed everything about their business to set up their clients for failure. Their contract is designed to be confusing and that's just the start. Upon registration, I actively clicked on the auto-renew option and yet when I signed into my account for the first time less than 10 minutes later, it wasn't clicked. If someone isn't checking their account, then they would find themselves harassed for a payment the client assumed was paid because they chose the auto pay option. See? Setting us up for failure, especially for older clients who may not be tech literate.Additionally, when I went to cancel my account because of this shady contract, ******** at the **************** location assured me that no, my fee would only be 60$, especially I showed my renter's insurance covering the items I planned to put in storage. Fine. Then I was told that my lock and key would be inside my unit when I asked about hours to come get said items. So I went today, 5/21/24 - twenty four hours AFTER I signed this contract and the door is locked. No key, no actual lock, and therefore no way to get into the unit you gladly took my money for.I should have followed my gut and asked for everything to be cancelled and the refund issued immediately. I have not talked to anyone as of yet, because of how badly your customer service rep was when I called on 5/20. I do not expect it to be better today.

  Business Response

  Date: 05/23/2024

  Thank you very much for the opportunity to respond to this BBB complaint. We have been in touch with the customer at our location and believe that the customer is now happy and that the issue has been resolved. There was a mistake in understanding our Green *** process, as this was mistaken for a lock. We were able to get this resolved and there will be no need for a refund.

  Thanks and we consider this matter closed.

  The SROA Team

  Customer Answer

  Date: 05/23/2024

   
  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

  Date:05/21/2024

  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.

  **** has been charging me $12 a month since 4/28/2022 without permission. This is the next step before small claims court against the company.On 4/28/2022, I received an email with a document which states, "You must notify **** and provide proof of outside coverage by WITHIN THIRTY-DAYS or you will be automatically enrolled into the **** Tenant Protection Plan at the minimum required coverage level."On 4/28/2022, I sent an email with a copy of my outside coverage, "Here is my proof of storage unit insurance."On 5/16/2022, I receive a document stating, "This is a follow up to the letter you received regarding Storage Rental of America's acquisition of the storage facility located at *************************************************The deadline to provide proof of insurance for your stored goods will expire shortly. If we do not hear from you before the end of May, you will be automatically enrolled in the **** Tenant Protection Plan (***) at the minimum coverage level. This will be effective with your June rental payment. If you participated in the previous owner's storage insurance program, you will be enrolled at the level most like your previous coverage.A copy of the *** Addendum is enclosed for your review and records. Please contact our Property Manager or visit the rental office to make any changes to the limits of your protection plan or to provide proof of your own insurance.Sincerely,Storage Rentals of America Management Team"On May 16, 2022, I promptly responded, "I already sent in proof of my own insurance.Please respond that you received it. I emailed and called."On May 17, 2022, I received an email from the long-time and very kind property manager, "I did received it and uploaded it to you account.Thank you,************************* Property Manager-Berea"And that was that. EXCEPT I did not get the fees removed! In fact, they continued to take the protection fee and add it to my payments. I never received any receipt with a breakdown of costs so just caught it.

  Business Response

  Date: 05/22/2024

  Thank you for providing us with the opportunity to provide a response to this BBB complaint. We spoke with the customer this morning and are issuing her a check refund for the overpayment. The Field leadership team will have a follow up call with **************** to confirm the amount of the overpayment.

  Thanks and we hope that she can consider this matter closed once that call occurs.

  Thanks

  The SROA Team

• Initial Complaint

  Date:05/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an ******************* member and found this storage unit to house my family's entire household goods until we PCS move. Initially we called and were quoted 1 month free for a unit at close to $100. When we arrived the unit was too small so we inquired about a larger unit (10x15) and were quoted close to $150 for the unit. We accepted. We were also notified that the company offers 50% military discounts. We completed the military verification, however no discount was applied. When billed for the first payment, the amount was nowhere near what we were quoted. We were also notified that the company was doing a rate increase as well upon calling the company. We resubmitted the military verification and were told to wait to remit payment until the applocable discounts were applied. Still nothing. Today we received notice that our unit is inaccessible to us and our items will be auctioned at the end of June. We are being assessed the unit fees from the inaccurate rates, an auction fee, and late fee. As a service member who trusted this company to safeguard my family's goods until we move, this is disheartening and we feel we are being taken advantage of. The entire process feels like a violation of the deceptive trade act and, depending on how things play out, the *** is in line to be contavted to protect other consumers from this predatory behavior. Both my wife and daughter have had surgery in the past few weeks and this is becoming an unnecessary burden. We are seeking to either be billed the original quote, with the military discount applied, or the freedom to remove our contents and find a safer storage company with any balance absolved.

  Business Response

  Date: 05/23/2024

  Good morning! We have tried and tried to find this customer at any of our locations in the area around his address, but cannot find his name in our files. Could the account be under a family member's name? Could this be a situation with a different company? We take this seriously and would like to resolve this matter. However, we would need for ************** to please provide us with his number, the location from which he rents from ****, and the unit number. From there, we can partner with the property manager and senior leaders to have them contact him for resolution.

  Thanks in advance!

  The SROA Team

• Initial Complaint

  Date:05/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just rented a storage unit March 16th and I assume they kept my credit card on file for payments...turns out I was wrong on day 5 of being late I received a call and a payment was issued and now I'm set up for direct payments I was only 5 days late I paid in full yet its day 19 and I have a red lock on my unit...this is my second unit the 1st one I had was leaking water damaging my items

  Business Response

  Date: 05/20/2024

  Thank you for the opportunity to respond to this BBB complaint. As requested by the customer, we have reached out to them personally to discuss. We found in our investigation that the customer did not give proper authorization to run Auto Pay through an authorization form. The tenant was credited the late fee on 5.7.2024 and was signed up for auto pay at that time. We do know that the customer was disappointed that a pipe burst on the floor where it caused damage to her wedding dress. 

  The lock was placed on her unit after a late payment was was kept to unit security. The lock that the tenant placed on the unit was not placed properly. We have since spoken with her and got everything cleared up.

  Thanks!

  The SROA Team

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a second storage unit late February because I couldn't get all of my stuff in the first one. I rented it online in the morning and moved some stuff into it. By 2:30pm that same day I went to leave for an appointment and saw there was no lock inside the unit so I could lock it up. They provide the locks and you buy them from them. So I shut the door and called to let them kniw that I needed a key brought over. Within 2hours a worker named ***** came and took all of my stuff out of the unit and took it to her storage unit over in *********. I rent units in ***********, ********. Since that time she has returned some of my stuff but nit all of it. She admits to taking my stuff. The property poeple have not done anything except ask me for Mt payment for the units but nothing has been done to compensate me for my loss if property. It has been a couple months so I seriously don't think the lady has any of my stuff by now and won't be returning them to me. So now all I want is to be compensated for my lost items.

  Business Response

  Date: 05/16/2024

  Thank you for the opportunity to respond to this complaint. The tenant moved into a unit and did not secure the unit with a lock. The unit was found unsecure and the Assistant Property Manager removed the items as it was believed to be abandoned. The tenant called and the items were delivered back to the tenant in the same condition it was found. If there were any items stolen, **************** was instructed to file a police report and proceed with a claim. This was not done and we were transparent that the unit was not secured as the tenant admitted. 

  We have had our District Manager speak with the customer and we have left several unanswered voicemails for a returned call.

  Thanks,

  The SROA Team

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my unit 251 on 12/17/2023. I also returned the lock and keys because I was told if I did Id get my $25 back. I have yet to get anything. I have 7 emails stating it would be taken care of. 12/28,12/22,12/30, 2/8,2/22, 3/1& 4/19. Still nothing. All I want is my $25.

  Customer Answer

  Date: 04/30/2024

  Hephzibah *****************************
  
  
  This is their info.  I had the unit over 5 years and they have blocked me from logging into my account because its closed. 
  
  
  *****************************Hephzibah **, 30815
  **************

  Business Response

  Date: 05/01/2024

  Thank you for allowing us to provide insight into this complaint. We have discussed with our District Manager, who has taken ownership of this situation and has submitted a check request for the deposit today. We are sorry for the delay and wish it would have not come to this and that our property team would have gotten results sooner. Thank you again and the District Manager shared that they have left ******************** a voice mail message with this information. 

  Thank you again for sharing.

  The SROA Team

  Customer Answer

  Date: 05/01/2024

  I spoke to the district manager in **, super nice person and he assured me a ck was going out today.  Thank you!

  Customer Answer

  Date: 05/01/2024

   
  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,
  
  ***************************

  Customer Answer

  Date: 06/04/2024

  I am reopening a complaint I sent to you guys I believe 4/2024. I ended my service with Self storage 12/2023 and have yet to receive my $25. When I opened my complaint it was sent to the district Mgr in ** who contacted me and assured me a check was being mailed so I closed my complaint. Here it is **** and I still have not gotten my money. I emailed them on 5/25 letting them know I was re opening my complaint and they have not responded. This is beyond ridiculous!

  Business Response

  Date: 06/05/2024

  Hmm! This is strange that we have not taken care of this more timely. I have engaged not only the property manager, but the field leadership to be involved in getting you the refund asap. Someone from our team should be in touch with you within the next ***** hours. 

  Thanks for bringing this to our attention and we thank you for your patience.

  The SROA Team

  Customer Answer

  Date: 06/05/2024

  This is the same response I got last time.  Its been 6 months all I want is my $25!  No phone call or email has been received.

  Business Response

  Date: 06/06/2024

  We are sorry that this continues to take longer than anticipated. We continue to engage with the field leadership that is accountable for the property of which you rented from us. We have sent another note and message to them to get this resolved today. We hope that you will see a response today to hopefully give you closure.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21635727
  
  I am rejecting this response because: this has been going on 6 months why cant the money be credited to my account using the same info they used to take my money? I am a single mom I need my money.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/06/2024

  We understand completely and have placed a high priority for our District Manager, ******* to get in touch with you to help us secure resolution. We believe that someone has been in contact with you already, but this may have crossed paths prior to the call.

  Customer Answer

  Date: 06/06/2024

  Nope I havent talked to anyone.