ComplaintsforStore Space Self Storage

• 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,
  
  ***********************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed to obtain a storage unit The need was imminent so I looked online I found one that was relatively cheap and completed the online process including making the 31 initial payment The contract was set to begin on Sunday December 17th. I received a confirmation on the website and they email at ********************* indicating the start date of the contract on December 17th. I packed up my vehicle and headed to the storage unit on December 17th. When I arrived to the site there was a sign on the door, typewritten, indicating that the store was closed for the day. I tried to use an access number provided but it did not work there was also a padlock on the gate. I called customer service and initially the customer service representative stated they didnt have any indication the store was closed. Upon further more deep dive she said she did see that the store was closed. I told her I needed the storage unit for the day of Sunday December 17th and asked if she could give me the information on any site that was open and I would go there. She checked and indicated that there was no site open on Sunday December 17th. I requested a refund so that I could try another company and she said she could put in a request for a refund but could not issue it immediately. I called store space today to check on the status of my refund I spoke with someone named **** who indicated that my refund had been approved and processed for $1.08. I told him I had paid $31 and he said they dont refund administrative fees. I explained the situation to him again that I setup the storage unit to begin on December 17th and when I got to the site it was closed.. that there was nothing on the website or the information sent to me that indicated that it would be closed that day, so how would I know that. He said that I should know because most storage facilities are closed on Sundays! I requested to speak with his supervisor he said it would take 24 to 48 for them to give me a call back.

  Business response

  02/08/2024

  This guest refund was processed back to the card used at move in.  Attached is a copy of the guest ledger.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am filing this complaint due to unresolved issues Ive experienced with Store Space. I rented a storage unit online for their ********** ** location on June 15, 2023 due to their website advertising "Lock-In a **************** and No commitment. Screenshots show these as bullet points when reserving via their website with no stipulations noted. I reserved a unit for $94 monthly and setup autopay. In December 2023 I received notification of a 26% price increase to $114 effective January 1, ****, however I thought this was an error which did not apply to me, because throughout December, even on the 31st, the website showed my upcoming auto-pay amount was still $94. Again, when my unit was rented, Store Space advertised Lock-In a **************** so I truly believed that I would not see any rate increases. However when the January 1 payment came out, it was in the amount of the new rate of $114. This price increase is an outright lie and misrepresentation to the website claims. Additionally, for the first several months, access was restricted to their office hours Monday - Saturday from 9:00am - 5:30pm, closed Sunday, despite access remained listed as available 7 days a week from 6:00am - 10:00pm. Due to my work schedule, I was limited to accessing the unit only on Saturdays which caused major delays and inconveniences for moving into a unit I was paying full rent on. Also, this facility does not have working lights in the parking lot, so anytime after dark has been unsafe. I demand that Store Space immediately remove all references on their website and any other social media sites, printed publications, and telephone messages that claim "Lock-In a **************** since that is, in my opinion, a bait and switch tactic to lure in customers to rent from their facility. Furthermore, due to their outright lies and misrepresentation, I request that Store Space refund the entire rent I have paid them along with moving expenses so that I may relocate by end of month.

  Business response

  03/02/2024

  While we understand that a rate increase *** cause a financial burden to a tenant, it is part of our lease.

  What the tenant is referring to as locking in a rate is the reservation itself, as the current rate on the website can fluctuate from day to day, and we want the tenant to be able to lock in the rate, which is good for 7 days.  This is standard throughout the self storage industry.  once the tenant has agreed to rent the space, the space is guaranteed at the reservation rate, however is clearly notated in the rental agreement that they are renting on a month to month basis and the rate could change.  That is located in section 3 of the rental agreement.

  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, *** 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 *** 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.

   

   

  Customer response

  03/11/2024

   
  Complaint: 21184753
  
  I am rejecting this response because: I would like to reiterate that Store Spaces website was and remains purposefully deceitful. As its shown to interested customers when they make an online reservation, and I quote: LOCK in rate. There is no asterisk or any other indication leading to fine print with verbiage stating that LOCK in rate was subject to rate increases.
  
  Furthermore, the businesss response and the quoting of rate increase policy makes no mention to the advertised exceptions. Please see the attached screenshot of the current website for the business again advertising LOCK in rate. This is clearly a deceitful practice that consumers should be aware of.  Store Space should immediately discontinue with their advertising of LOCK in rate as this is a blatant false claim.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I closed my unit 12/9. My items were covered in dust and dirt. I have a ***** protection for $2000 but they denied it because they said I don&#**;t have proof. I emailed them pictures I do have proof.

  Business response

  01/30/2024

  I have sent an email (1/30/24 at 5:30pm) to **************, to obtain some more information concerning where she was storing, and to obtain some pictures of the dust on her items.

  Customer response

  02/06/2024

   
  Complaint: 21083819
  
  I am rejecting this response because:

  i call the man Mr.**** and I talk with thim have hear back from  him jet i Email him the  pic like he asked me to iI send him everything that I have still have hear back from him jet still.. *********************** ************ Thank you
  
  Sincerely,
  
  ***********************

  Business response

  03/02/2024

  This issue has been resolved satisfactory with the guest.

  Customer response

  03/12/2024

  They Settlement with me a 500 hundred check  *********************** ******** ************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented a storage unit 2A89 in December of 2022. I made all my payments even though I had fallen back in the summer due to being in a accident. per the details of the contract if you fall three months behind you're belongings would go to auction. You would be notified of via certified and phone. In October I was behind but paid a portion in November believing that would stop the three months of being behind. Per the employee at the front desk they are supposed to call you a minimum of 10 times a month about your unit. I have never been personally called 10 times. I also did not receive a certified letter saying my items would be going to auction. Since the business failed to properly notified me this auction should be null and void.

  Business response

  01/19/2024

  While we do not like to see any guest unit proceed to an auction sale, and we reach out to guest to communicate the status of their account, ultimately the guest is responsible to bring their account current (Zero Balance) at the beginning of each month.

  In review the account-all legal processes leading up to the sale were completed per state lien law guidelines for self storage.

  Further review shows the following attempts to assist the guest were completed including an option to pay a partial balance and vacate was offered, as well as a verbal commitment from the guest on 11/26 to pay the full balance.

  12/20-One of our corporate representatives reached out and had a conversation with the guest concerning her concerns.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well the problem is that I was paying for my storage and the workers that work there must have seen what I had in my storage and they sold my storage the day before it's supposed to get auction off and I only was only 2 months behind and I don't understand why they even auction it.I came there and I was treating that they was going call the police on me

  Business response

  01/13/2024

  Our District Manager attempted to call on 12/6 in attempt to connect with the guest.  Unfortunately, he received ** and the ** was full.

  He then again attempted on 12/11 and was able to connect, and advised of the process of an account in lien, and would contact the guest back if any personal items were returned.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Have A Unit 1A38 Located At Store Space Storage In ************ ** *****. I Paid My Storage Fees On November 11, 2023 After Being Called For Non Payment Saying They Were Going To Auction My Belongings That Following Day. I Return To My Unit On December 2,2023 And Realized I've Been Robbed Of My Belongings. I Made A Police Report But My Insurance Doesn't Pay For Everything

  Business response

  01/15/2024

  Had an initial conversation with *********************  We were able to gather some more information surrounding her issue.

  Her account has been brought current, and ******************** will visit the site to insure that she has her own lock on the unit.

  We will be following up with staff personnel to further investigate the issue with the staff, and will inquire about the status of her insurance claim.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After having been a customer of ********************** ******** ** for over 2 years and experiencing a few price increases already, II needed to move my things to a smaller space. 3 weeks later I got a notice that they were raising my rate. I also had a credit of $146. I attempted to speak to someone about the rate increase but it fell on deaf ears. Typical bait and switch I finally got a response from ***** from *****************. ********** and she said that she spoke to a manager and gave me November on us. The issue is that I got a price increase after only 3 weeks. Yes, they sent me an e-mail that it would commence on December 1st. The issue is the timing. I just got the new unit at a lower price and they are already raising the price? This cannot be legal! I heard from a friend that I could pay in advance to keep my current rate which they told me at $85 but they never told me I could do that. Also, I still have a credit. ****, the store manager said I must have used the credit for November. I did not He is extremely rude and not helpful and most times I cannot reach anybody by phone!!

  Business response

  12/04/2023

  I have connected with the guest, and the account has been credited, as well as the rental rate will be corrected, as this was not taking into account that the guest had transferred to a different space.

  Customer response

  12/04/2023

  I appreciate the return calls from both ***** from Store Space *****************. **********, ** and **** , Store Space *******.

  **** stated he would reduce the fee to the original $85.  I appreciate both of their responses.  I am assuming that my $146 credit was used to pay December which would mean I still have a credit of $61 which I would like to use when I pay in January.  After that my bill should be reduced to $85 per month of which I will pay after the entire issue is corrected. I plan on paying through May or June of ****.   Also, I would like all of this to be conveyed to ****, the manager at Store Space on *************, ********, ** as he evidently does not see any of this on his end!  

  Thank you all for your attention to this matter.  

   

  Customer response

  12/05/2023

   
  Complaint: 20947752
  
  I am rejecting this response because:

  I appreciate the return calls from both ***** from Store Space *****************. **********, ** and **** , Store Space *******.

  **** stated he would reduce the fee to the original $85.  I appreciate both of their responses.  I am assuming that my $146 credit was used to pay December which would mean I still have a credit of $61 which I would like to use when I pay in January.  After that my bill should be reduced to $85 per month of which I will pay after the entire issue is corrected. I plan on paying through May or June of ****.   Also, I would like all of this to be conveyed to ****, the manager at Store Space on *************, ********, ** as he evidently does not see any of this on his end!  

  Thank you all for your attention to this matter.  

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

  Business response

  12/18/2023

  I have added an additional $61 dollar credit to the account, and the rent rate change has been submitted and should reflected on the 1/1/24 ledger.

  Customer response

  12/19/2023

  Good morning,

   I have checked my account and it does indeed show the $61credit for my January bill.  One other issue I now noticed is how to go about paying my account for more than one month to AVOID another increase? I want no further issues with this company until I am able to move my things. Last week I went there and was LOCKED OUT!!  I had to wait for someone to get there at 11:30!! No one EVER answers the phone there.  ***** from *****************. ********** has been the only person I have been able to reach to help me. She is GREAT!!  **** the Regional VP (sorry if I got his title wrong) has been available also.  This company needs to work on their customer service I want to be able to reach someone if I call .. NOBODY ever answers the phone at the Phenix Avenue location! and the manager is never able to help with anything!  

     At this point,  I need to know how to pay more than one month, and that I will be able to reach someone if there is ever an issue until I move my things out..until then I will continue with this complaint.. I should NEVER be locked out of my unit if my bill is paid up!!!!!!!!!

    Thank you BBB for all of YOUR help!! 

  Customer response

  12/19/2023

   
  Complaint: 20947752
  
  I am rejecting this response because:

   I have checked my account and it does indeed show the $61credit for my January bill.  One other issue I now noticed is how to go about paying my account for more than one month to AVOID another increase? I want no further issues with this company until I am able to move my things. Last week I went there and was LOCKED OUT!!  I had to wait for someone to get there at 11:30!! No one EVER answers the phone there.  ***** from *****************. ********** has been the only person I have been able to reach to help me. She is GREAT!!  **** the Regional VP (sorry if I got his title wrong) has been available also.  This company needs to work on their customer service I want to be able to reach someone if I call .. NOBODY ever answers the phone at the Phenix Avenue location! and the manager is never able to help with anything!  

     At this point,  I need to know how to pay more than one month, and that I will be able to reach someone if there is ever an issue until I move my things out..until then I will continue with this complaint.. I should NEVER be locked out of my unit if my bill is paid up!!!!!!!!!

    Thank you BBB for all of YOUR help!! 

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

  Customer response

  12/27/2023

  So I have responded (12/19/23). Today I tried to pay my January bill and pay through May ****.. I called ***** from *********************, ********** and both her phone and the company phone said you have reached a number that has a voicemail which has not been set up I tried 3 times.  I called an 800 number and spoke to *****.. ***** said I could not pay my bill for more than the current month. I explained to her that both ***** and **** (the Regional VP) said I could pay a few months ahead of time and it would stop a price increase.. She stated that I could not do that!  After that I spoke to **** (the regional VP) again. As I want to pay the storage ahead of time.. He said he would e-mail ***** and have her contact me.  He said I absolutely can pay ahead of time to avoid an increase! This is the issue that I have with this company. Everyone has a different story about what I am told.. I am only trying to do the right thing, pay my bill and avoid an increase until the end of May when I can remove the contents of my storage unit.  

  Business response

  01/03/2024

  We have worked with ********************, and the account has been credited correctly.

  Customer response

  01/05/2024

  I have paid my account through May ****.  I want to see that reflected on my account. I see that ******* is paid in full, but i do not want to get e-mails that say I am delinquent as I have in the past I want something in print that states I am paid through May ****. My credit card has been charged but I want something that states I am paid in full through May.

  Thank you

  Customer response

  01/09/2024

   
  Complaint: 20947752
  
  I am rejecting this response because:

  I have paid my account through May ****.  I want to see that reflected on my account. I see that ******* is paid in full, but i do not want to get e-mails that say I am delinquent as I have in the past I want something in print that states I am paid through May ****. My credit card has been charged but I want something that states I am paid in full through May.

  Thank you

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

  Customer response

  01/19/2024

  This just shows my frustration with the service at this company! Thank you BBB for your help!  

  Business response

  01/25/2024

  Attached is a copy of the guest ledger that indicates in the top right corner that the guest is paid thru 5/31/24.

  Customer response

  02/04/2024

  Hello, thank you for your help ! At present this company has done what I asked. I will refer back to you for any further issues! Right now you may consider this closed. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened and prepaid for a storage unit online at Store Space in **************, ** ****************************, on 11/20/23 with a move-in date of 11/21/23.Upon arriving, I could not enter the facility because the key pad was not working. I looked for an employee however there was none. I called the phone number and after several attempts finally reached the intoxicated sounding owner who stated it wasnt his problem and he was located hours away and would not be able to assist right away. As there were no employees on sight to help me, I had to find a new place to store my things. On my receipt, it states to go to the leasing office, show ID etc, there isnt even a leasing office! It is an unmanned storage facility. The owner said they would cancel my unit, but I am still being charged. I have left several messages to no avail. I would like to stop being charged for a storage unit that I have never even utilized, let alone accessed! I would also like to be refunded for the $46.37 that I prepaid as their services were never rendered. This business needs to be more forthcoming of the fact that no one is on sight to help customers, as I was not the only customer that couldnt access their unit that day. There was a line of cars trying to get in.

  Customer response

  12/01/2023

  
  

  Business response

  12/18/2023

  The guest spoke with the District Manager on 12/01-The account was vacated on 11/30 out of the system and the refund was completed on 12/18 for $46.67.  The guest should see the refund back to their account within 5-7 business days.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  10/01/2023 Company double billed my account. $368.45 Auto pay was set for 2nd of month 10/02/2023 I moved out of unit ****. There should not be a charge for October. 10/06/2023 I received a credit of $172.00 There is a balance due me of $196.45 10/07/2023 I talked with onsite representative Cherese and was told it would be refunded in 5 to 10 days. two weeks later I returned to office and was told by Cherese the exact same thing. two weeks later I talked with the onsite Manager, Reggie, He assured me he would handle it and asked for last 4 # of the card, and said 5 to 10 days it would be refunded. I return and was told his manager quit and he does not know if he put the refund in. I have talked to manager twice this week. He gave me a number for corporate which sends the call back to local store. Is sent a message on the company website, no answer. I sent an email to their corporate officers but the email was blocked. Double billed $368.45 minus the $172 credit leaves balance of $196.45 local address: ***** ******** *** ******** ** ***** ************ **** ****** **** **** **** * ****

  Business response

  11/30/2023

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

  Customer response

  12/08/2023

  I received my refund today,

  
  

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