ComplaintsforStore Space Self Storage

• 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,

  
  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Store Space has habitually and erroneously discharges insurance fees when insurance was provided, duplicate double charges, has raised rent multiple times, amongst other issues such as a current tenant pulling a gun on me without being evicted, store management changing hands nearly bimonthly. We have tried multiple times to communicate with the business and to no avail have had nothing but silence since July. Because the company has failed to communicate, I have no other option than to create a communication inspiring confrontation on site in hopes someone will reach out to me. This includes using large construction vehicles to block entrances and distribution of materials placed on storage lockers throughout the facility that do not shine a positive light on Store space. Please do not make me have to take these egregious steps over false record keeping. You will not come out winning.

  Business response

  10/21/2023

  We have reviewed the guest concerns, and review the guest account.  We were able to validate that the credits for the TPP were applied, as well as a refund for the double charge on the rent.  The guest had a conversation with the management staff at the site, who also relayed this information.

  We were also reviewed and only showed a $10 increase on Unit #**** from $60 to $70.  In conversation with the site manager the guest stated the rent was going up $30 on both units on November 1, however we were not able to validate through our PMS.  We have reached out to the site to get more clarifications.  As well we have reached out to get more information about the construction equipment and the comment about the gun being pulled on the guest from another guest.

  The resolution requested was to have the refund-which has been completed therefore we consider this to be resolved, and site will follow up on the other issues with the guest.

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Store Space has made no attempt to resolve retaliatory gross increase in rent. We will be vacating at minimum one unit this week while we wait for Store Space to resolve issue. Additional unit will be vacated within the end few weeks should we continue to have no response. Vacancy costs more than lesser rent. Given you 79% occupancy the last I checked, this is something I would expect you to understand already  

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

  Business response

  11/02/2023

  Our rental agreement states that the guest is renting on a month to month basis and if any terms of the rental agreement changes including the price, that we will notify the guest 30 days in advance so they can make some decision on whether they would like to continue to rent the space going forward.

  We will not be adjusting any rental rates at this time.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer for several years, My Account was on autopay. Due to some "System Update" Autopay was suspended (my card didn't expire, wasn't declined, I never cancelled autopay). I logged into my account and saw a $418.84 balance due that included the 2 months owed since autopay was deleted PLUS a $125 lien fee and a $23.60 Late fee. I was never notified about cancellation of autopay (apparently an email was sent, that went to SPAM, no phone call) and just wanted to bring my account to good standing and pay the months owed. Called customer service to get Lien and Late fee resolved, was told a Store manager would call back the following day. No call. Called back the call center a few days later, was told they would escalate to a district manager to call me in 24 hours. No call. Kept calling the call center back to check status and was told "I just have to wait for someone to call me back in 24-48 Hours" this has been going on a week and a half. No Answer from calling the store. All I want is to pay for the 2 months that were missed (even though they should have been autopayed) and have the lien and late fee removed. Store has been unresponsive and the callcenter has no answers other than "Wait for a call back", "We don't know what else you can do...". The last call center rep I spoke to said there's nothing I can do but wait, and maybe I should show up at the store.

  Business response

  10/20/2023

  We were able to review the guest account, and make the necessary adjustment to bring the account current.

  As well, due to the time that it took to resolve this error in our system we also credited the guest account for 1 month rental rate.  The only charge the guest will have due on his account is $12 for his TPP for the month of November.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have rented storage unit #*** from Store Space, 3728 North Main Street, Gainesville FL 32609 for over a year with two rent increases and now they are charging me late fees for monthly rent that was deducted from my checking account. I have visited the office but it is cleared out and no one works there. I have made multiple calls to their 833-488-8380, waited over 10 minutes on hold each time and have been unable to reach anyone at the company. I did reach someone willing to rent me a new space but she did not have the ability to look at my account and transferred me back to into the queue. I would like to resolve the issue so I can move my things out of the facility and I'm concerned that the longer this drags on the less likely I am to be able to afford the fees they are charging.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I vacated my storage unit in April 2023. I had paid a security deposit of $50, which they told me would be refunded within 2 months. It is now August and I still have not received it. Every time I call about it. they tell me it will be refunded in 2 weeks. Today someone from the call center could not even find my information and hung up on me. Terrible customer service and management.

  Business response

  09/01/2023

  This is a delay on our end.  The refund was submitted for Ms. ******* however the store submitted this as a CC refund and due to the type of refund (security deposit) should have been submitted as a check request.  I have approved the check request for $50.

  Customer response

  09/05/2023

  
  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

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Store Space in Clinton, Md took money from my account fora storage unit i canceled and never took possession of in February 2023. Here we are 6 months later and I still haven’t received my refund nor have I been able to talk with the manager who lives in Philadelphia. I’ve called he has never returned my calls I’ve been to Store Space and spoke with Cheree and Reggie who are employees there who covers for their manager. All I want is my money they owe me.

  Business response

  08/29/2023

  8/21-The District Manager for this location reached out to the guest and verified that the CC that was used to purchase the unit was still a valid card.  The refund for the month of August was submitted and has been approved.  The refund request is not going through our refund process.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was double charged on 7/1/23 for my monthly rent on my unit after a "system glitch" automatically charged my debit card despite not having autopay turned on and having paid rent several days earlier. After numerous calls to their customer service department (which rarely answers) and guarantees that my money will be refunded shortly, no such thing has occurred. My final call a week ago, I was told that a district manager would need to approve a refund and not to call them, that they would call me. They also mentioned I would have a credit on my account for the inconvenience, nope, not there either. This morning I checked my account and not only have they not returned my money, they have once again charged me rent again without my approval! This is unacceptable. I will be reaching out to my financial institution to file a fraud claim, as I have had no satisfaction working with Storespace for the last 3 weeks. Beware when renting from this business - they will take funds from your account without permission!

  Business response

  08/11/2023

  This issue has been resolved. Mr. ***** was contacted by the DM for this site where he was storing his items.  They agreed that the payment that Mr. ***** was awaiting  a refund for was actually Voided and did not hit his bank account.  

  Business response

  08/14/2023

  This issue has been resolved. Mr. ***** was contacted by the DM for this site where he was storing his items.  They agreed that the payment that Mr. ***** was awaiting  a refund for was actually Voided and did not hit his bank account.  

  Customer response

  08/14/2023

  
  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,
  
  ***** *****

*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. ↩