ComplaintsforStore Space Self Storage

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have you a storage unit with this company and they are trying to terminate my services stating I urinated in the unit. I have a medication condition and feel they are discriminating against me for this. They want me to get my items out of the unit but I do not have enough time to find another unit.

  Business response

  06/27/2024

  Good Afternoon, we've attempted to contact this guest and haven't received a response.  Per the terms of our lease continued use of our services requires adherence to those guidelines, please reach out if you have any further questions.  **************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a space from Store Space in ****, ** and the website misrepresented the availability of in person assistance. I am now in ** and have my items in an unlocked storage unit because I could not figure out how to engage the locking system. I have made at least 4 attempts to resolve this matter by phone and the customer service part of their web-site. I received one returned phone call from someone named **** but unfortunately, the call went to my voicemail. **** did not provide his direct phone and so when I returned his call, I reached the sMe generic voicemail that I had left my messages on.

  Business response

  05/24/2024

  Good Morning, we've been able to connect with this guest and resolve their concern by providing them with a free lock to secure their space.

  Customer response

  05/24/2024

   
  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

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a storage unit for moving on 3/34/24. I moved my entire office space, I was told that I had to checkin before 5pm. I arrived at 3pm and the storage main office was locked. I called customer service they advised me they were open, I called the office number multiple times , no one answered. I had to purchase another unit nearby . This company told me it would take 10 business days for a refund, its almost a month and I have yet to receive a refund

  Business response

  05/17/2024

  Guest refund was processed and completed successfully on 4.30.24.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today April 3rd is the last day to pay the $122 stated in the demand of payment I received from this company. When I tried to pay that amount or any payment I was only given the option to make a payment of $395. I was also informed my belongings would be going to auction on April 12th if payment wasnt received by the 3rd. When I tried calling the office about the notice and the charges along with a detailed explanation of why a fee of $125 would be charged when my rent started out at $90 and why I was charged with no warning of when only that I would be charged soon the manager **** told me he has nothing to due with those charges and that it was a corporate matter. I asked him for a number I could call. When I called the number a man informed me I didnt know what I was talking about and that he was correct in the matter because it was his job. I tried calling another number for corporate and when i asked why i never received a notice of any additional charges, the amount, and the date those charges would be assessed like my law states the lady told me everything is done with a lawyer so whatever they did is the way its supposed to be done. When I asked to talk to a supervisor she said I would need to talk to the manager of the office my unit is located. I informed her what **** told me and again asked to speak to a supervisor to which she replied there wasnt one and that she was terminating the call. *** made inquiries on the only other way I have found to contact someone in regards of getting answers which was only a link to fill out some info on the companys contact us page but no response back. When the emails dont allow you to reply, there is no email address on the website nor a phone number to reach someone to resolve this matter and every time I get a call from this company it shows up a different number not in ********** and half the time and my phone says potential spam thats a shady look.

  Business response

  04/09/2024

  Good Afternoon, we've called and left multiple messages for this guest but haven't received any calls back at this time.

  Customer response

  04/09/2024

   
  Complaint: 21523013
  
  I am rejecting this response because:  

  I have received calls from unknown numbers but have not received any voicemails from this business nor have I received any emails from this business.

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

  Business response

  04/10/2024

  Good Afternoon, we've responded to this guest and resolved all concerns to their satisfaction.  Guests understanding of the legal lien process for their state and the terms of our rental agreement were incorrect.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started renting a storage space in December 2020. Initially it was a small unit, and there was an issue and some of my items were damaged from water on the facilities fault, and they moved me to the next size storage unit, citing they would not change the price because it was there fault. Over time my rent amount fluctuated about every two months, sometimes the next month without notice. I've phoned the management several times and spoke with different people who never noted my calls. The company harasses me, by calling and texting when my rent isn't due. One month I came in and paid my bill, and the next week I went to go into my unit and they put a lock on it and locked me out of my unit, even though I already paid. They have been nothing but fraudulent in the way they've treated my situation, and over charge on a continuous basis. The office open and closes as it pleases. They do not send you an email or text if the office is closed, you just show up and it's a sign on the door. They are truly ridiculous in how they treat customers.

  Business response

  04/09/2024

  Good Afternoon, we've reached out to this guest and at the time she was unavailable.  We've not received a call back at this time.

  Customer response

  04/10/2024

   
  Complaint: 21515813
  
  I am rejecting this response because:  There was no resolution.  I have attached the the phone number in which *************************** reached out to me on 4/9/24, and at the time I was at work and not able to talk but took his number. Tha screenshot is my phoning him twice and left a voice message at both times with no response. Each time I phone the number that was given it went straight to voicemal.
  
  Sincerely,
  
  *************************

  Business response

  04/12/2024

  Good Afternoon, we've spoken to this guest and resolved the issue to their satisfaction.

  Customer response

  04/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/ 2nd I showed up to sign a lease and use my veterans discount. I did this with the employee ****. On August 2nd a payment was drafted from my account., my ****** visited my unit. We then inquired why there was a different lock. They said I did not have an account.They misplaced my signed lease, kicked me out of my unit, auctioned my belongings off. In person, they said it was for non payment. I received an email in that it would be drafted., theyre saying that they rented the unit to someone else/ not me. contacted a different person than me to ask them about my unit when they saw it was empty. they moved me out of the system. They stopped payments for my unit that I signed a lease for- but yet they unexpectedly lost my lease/ couldnt find it.We did speak with two management. One left company. We sent a list of the items that I could remember we did lose our temper and mentioned gettinglegal advice. manager mentioned that technically it was not my belongings, their attempt to notify me was email saying were sorry to see you go. He kept asking how we wanted this to be resolved and when we mentioned reimbursement for what could be reimbursed he began to mention what he was told. Which has changed. We sent this list of belongings in February. The previous manager said they would consult about what it would look like for resolution. My daughter has this email.e multiple witnesses to the main interaction in January they admitted to the system mess up.- their story has changed. They are not admitting wrong doing and are sticking to that they inspected my unit and kicked me out since there was nothing in there during an inspection. They insist they contacted the person on the unit- not meHowever, the system sent an email addressed to me. My bank reflects that I paid to access the unit. They have the ability to access cameras to show that they allowed me access to the unit to store my belongings and that I signed my lease in office to show I was a veteran

  Business response

  04/01/2024

  Good Afternoon, we've connected with this guest and resolved any concerns to their satisfaction.

  Customer response

  04/05/2024

  An offer to resolve this was sent and it was accepted, however, they have not followed up to get this officially resolved. Meaning, theyve not reached back out to start the process. It has been over a week now.

  Customer response

  04/08/2024

   
  Complaint: 21457557
  
  I am rejecting this response because:

  An offer to resolve this was sent and it was accepted, however, they have not followed up to get this officially resolved. Meaning, theyve not reached back out to start the process. It has been over a week now.
  
  Sincerely,
  
  *********************

  Business response

  05/01/2024

  Good Evening, we've spoken with this guest and resolved the issue to their satisfaction.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented Unit 2092 From Store Space ******** - ***************** **************************************************************************** in July 2022 at a monthly rate $29.03 The rate doubled in August 2022 to $58.05 Two months later rate went to $84.93 In April 2023 rate increase to $107.50 In December 2023 Rate increased to139.75 I just received another increase for March 2024 to $156.95 Even with these incredible increases they can't keep the elevators operating, the Entry keypad functioning and the exit door hasn't worked for months!.A 541% rate increase in less than two years seems more than a little outrageous.I would like a rate reduction maybe like only 300%, that is $85, that will be stable at least for 12 months. And Repair the Exit door.

  Business response

  03/20/2024

  Good Afternoon, we've spoken with the guest and resolved their concerns.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This storage facility sent notice that they were closing for short term to make improvements. They never stated anything about asbestos on the property. Correspondence was sent saying that they planned to reopen on 3/01. I hired movers to retrieve my items from my unit so I can move into my newly leased apartment. When I arrived at the facility with my movers in tow, not only was the facility still closed but I saw the biohazard notice on the door. So I am now residing in an empty apartment because my belongings are being held hostage in an asbestos ridden facility. I am not even certain of my items are safe to use again, because theres been no communication regarding the nature of the repairs being made. Had I not gone there in person I would not have known about the asbestos problem. I am also concerned for my health as I have clearly been in and around this building several times unaware that theres asbestos on the property.

  Business response

  03/19/2024

  We've spoken with this guest and resolved the issue to her satisfaction.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/15/23 I signed a contract with STORE SPACE at *************** I signed up online and got a deal for $20 for a small storage unit. 4 months later I was speaking with an employee and he told me that my rate was incorrect. I informed him that it was correct. Today, I get an email stating that my rate has now been doubled starting 4/1/24z no where in my contract does it say my rent will increase for any reason. I was offered a discounted rate online so how is it now my rate is invalid and increased?

  Business response

  03/01/2024

  ************ did enter into a rental agreement which I attached to the complaint, and while we understand that a rental rate increase is not ideal for the tenant, it is expressly stated in the rental agreement that this may occur.

  The rental agreement does state in Paragraph 3, that the rate is subject to change, and the tenant is renting on a month to month basis.  Rate changes are custom and standard across the self storage industry.

  Below is the full clause, and also can be found on the rental agreement attached.  The statement on the lease itself referencing that the rent may change is underlined.

  3. RENT: The rent shall be $20.00 per month. Rent shall be payable as follows: Rent is due and payable on the 1st of the month, in advance and without demand. Owner, at Owners sole discretion, may require that rent be paid in cash, certified check, or money order. Owner reserves the right to refuse payment by check. All rental payments shall be made to the Owner at the above stated address or at such other place as shall be designated in writing from time to time by Owner. Any additional charges shall be payable concurrently with the rent payment or at the time the additional charge is levied. In the event of a seizure under Paragraph 12 hereof, it is understood and agreed that the liability of Occupant for the rents, charges, costs, and expenses provided for in this Agreement shall not be relinquished, diminished or extinguished prior to payment in full or termination of this Agreement, whichever occurs first in time. It is further agreed that Occupant shall be personally liable for all rents, charges, costs, expenses to the date of termination of this Agreement, expenses incurred for the sale and/or disposition of the property, advertising costs, attorneys fees, court costs, and any costs of repair and damages to the Space or Facility as provided for below. In the event of a sale or other disposition, it is agreed that the date of any such sale or other disposition shall constitute the date of termination of this Agreement. The monthly rental rate may be changed by Owner by giving thirty (30) days advanced written notice to Occupant. The new rent shall go into effect upon the next Due Date or date indicated. If Occupant has made advance payments, the new Rent will become effective at the end of their pre-paid period. No bills or statements will be sent to the Occupant stating when the monthly rent is due. There are no prorated rent refunds in the event the Space is vacated prior to the rent paid thru date. Occupants failure to vacate the premises or remove their lock on the last day of the month automatically renews this Agreement for ONE (1) Month. All rental agreements expire on the last day of each month.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  February ***** 2024 After the employee removes lock.... they never put it back on the unit Then all my belongings were stolen

  Business response

  03/02/2024

  The guest notified the store concerning her unit, and that it had been broken into, not that store team had removed the lock. The guest had indicated that they had filed a police report IP239002942, concerning the break in. This is the correct course of action, and the police will investigate the claim.   the guest did have ******* Protection Plan on their unit, however the ***** cancelled due to non-payment on the unit.

  The next steps for guest would be to file an insurance claim against and external insurance they may have that might cover the break in, and to follow up with the police in their investigation.

  Customer response

  03/02/2024

   
  Complaint: 21344745
  
  I am rejecting this response because:I gave all documentation asked of me .I sent everything tpp asked for. This is unacceptable .

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩