ComplaintsforStore Space Self Storage

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I reserved a unit on June 26, 2023, paid for it and within two hours called Store Space back to cancel it because my move got canceled. I didn’t even sign the contract that they emailed me. I called customer service and even contacted the store’s current general manager requesting a refund, who assured me that they were waiting on the corporate office to process the request and issue me a refund…Well that never happened. I’ve called the office numerous times and spoke to the general manager who lies to me every times saying that she would call me back about the status of my refund and never does. No one has contacted me about my refund and kept money for a storage that I didn’t even sign a contract for.

  Business response

  09/01/2023

  On June 26 and June 27 a refund completed for Ms. Reddish in the amounts of $35.03 and $10.03 respectively.

  Customer response

  09/15/2023

  A refund was issues on August 7th, 2023 after this complaint was filed. The company did refund my money. Thanks 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Christopher H*****, CEO of Store Space: I am contacting Christopher H*****, CEO of Store Space, regarding the continued concern that has repeatedly occurred over my ability to pay for my Store Space Self-Storage that I've leased from your organization since approximately 2018. I have attempted since approximately 2 "JUNE" 2023 to pay the "July" Invoice." As of 1 July 2023, I continue "NOT" to be able to make a payment for "July." (Attach. 1) As a loyal consumer, I experienced rudeness from your team when I contacted the St. Louis location, stolen items, and continued inability to pay due to password issues on my account. The password "IS" correct. Computer do not send randoms email that does not apply to a recipient. The following attachment will explain further: -28 May 2023, I satisfied the June 2023 payment. (Attach. 1) -28 May 2023-Store Space payment received email (28 May 2023; 10:29 am. [Attach. 2]) -1 Jun 2023-Emailed receive "Reminder: Store Space Invoice for June Due Tomorrow" (Attach. 3) Note: June payment was paid 4 days before; Store Space auto-receipt was generated; then sent to my [email protected] inbox on 28 May 2023. -2 Jun 2023-"Oops, Our Mistake" Email (Attach. 4) Note: The statement "You may have recently received an email from us regarding your June or July invoice." A computer system would not generate an "Indecisive" email response. Because this occurred in May, I knew I would not have access to the Store Space portal to satisfy my obligation in July. As a precaution, this was reported to the Federal Bureau of Investigation (FBI) in May; precisely what I stated would occur has occurred. This situation is "Identical" to other concerns, with my other accounts being reported by me to the FBI for "Illegal; Cybercrime." This is a courtesy to inform you of a "Security Concern" happening within the Store Space Online Portal, "NOT" allowing me to satisfy my payment; through the multiple payment methods, Store Space has in place.

  Business response

  07/18/2023

  Guest was contacted by the manager  on 7/18/23 at the location where her belonging are being stored.  He addressed the issues at hand, and assisted the guest on how to access her account, and walked guest thru our phone system on how to select the option to take her to the property directly if she had any difficulty in accessing her account or future questions.

  Customer response

  07/18/2023

   
  Complaint: ********
  
  I am "REJECTING" The issue was "NOT" fixed in the manner the Store Space expressed it occurred.
  
  As I have a background in Computer Science, supported by a Computer Science degree, I am intimate with how computers work.
  
  I advised Adam that computer systems "DO NOT" operate in a manner that disallowed me from making my payment; when systems are upgraded or merged, as this was part of many of "Adam's Explanation."
  
  Adam received the identical error when we followed "His" steps, which "I" had already taken "Before" contacting Store Space. I, participating in the actions, was to demonstrate that "Adam's Explanation" was an "Excuses" for a "Problem" Adam "Did Not" have the "Knowledge" to explain.
  
  My online account with Store Space had been compromised.  
  
  The issue was resolved because "I" walked Adam through what needed to occur with his Information Technology Department to fix the "End User's (ME) Problem."
  
  The Store Space issue is part of a more significant investigation by authorities.
  
  I am "Preserving the Record" of the resolution, which can be verified by my "Direct Evidence" of Adam and I's correspondence. 
  
  I am "Confident" that Store Space Storage "WILL NOT" give me anymore "Problems" when patronizing their company for my storage needs.
  
  I request "NO RESPONSE" from the business further about BBB Complaint: *********
  
  Sincerely,
  
  ** ****** ******

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a storage unit for store space self storage back in mid October. By mid November I discovered my unit was infested with mice and bugs. I filed a complaint they offered me only $500 which will not even replace the beds of my 4 children that have been ruined in the unit, let alone all of their clothes, even their hover boards have been chewn through. I cannot settle for $500 knowing I've kept the RAISING rent paid every month and knowing it won't even replace my childrens beds that are now saturated in mice urine and feces. I'll also be contacting the health department today as well. I'm sick of no solution to this ongoing problem for over six months now.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/19, I observed a dead rat in front of my unit. Once I gained access and began going through my belongings, I noticed that the cord to the washer machine had been eaten and looked like swiss cheese. The cord shavings were left scattered next to the washer. Upon returning to my new apartment, I began settling in and started unwrapping the shrink wrap and rat droppings fell all over the floor and my hands. Droppings are trapped between permanent seat cushions and the strong stench of rat urine and droppings are smelled throughout the sectional from the top and bottom of sofa.

  Business response

  05/31/2023

  Greetings, 

  Ms. ****** is currently working with our claims department to be reimbursed for her damaged items. She claimed that rodents damaged her items while store with us and we are working to get her claimed resolved. I contacted Ms. ******  5/31/2023 and requested that she submit the necessary documents for the claims department to review her case. She assured me that she would submit the needed paperwork by June 1st. I also informed her that it would take at least 5 to 7 business days to review and respond to her claim. The Tenant Protection Plan covers up to $500.  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  STORE SPACE TORAGE charges me $125 every 2 weeks since July for lates fees for a unit that $226 per month. They now Issued a lien because I told them the fees were excessive and the day after the Attorney General and Congressman’s office reaches out I get a letter saying no lock is on my unit. I call and TINA… answer and says oh yeah we cut the lock and selling your stuff!!!!! They are horrible and I want others who have complaints about them to contact me!!! comply with the statue. How can I recoup all The excessive fees I’ve paid and get my stuff before they place a lien???

  Business response

  04/14/2023

  Good Afternoon,

  We have spoken with our guest and this situation has been resolved to her satisfaction.

  Thank You

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had a storage unit at the Store Space facility at 6470 Wyoming Avenue Dearborn, MI 48126 since August 2020. Since then, Store Space has aggressively raised rates constantly, to the point that leads me to believe their initial offer was a predatory practice. I just received yet another invoice for yet another increase ( Invoice ***** attached). The rent for this unit is more than another unit I have in NEW YORK of the exact same size, and that is atrocious. Their services have been deteriorating and now the phone at their facility ************** seems disconnected. I am unemployed and have been dipping into my life's savings to make the auto payments. I want the Store Space to keep me on my current price ($160/month) until the end of December 2023.

  Business response

  03/24/2023

  We reached out to Ms. **** to discuss her situation this afternoon, March 24th at 4:40 P.M. I left a voicemail with my direct number to contact me. 

  Customer response

  04/18/2023

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

  The business has not stated for how long they will grandfather in my current rate of $160/month.  

  This business added a wild $30/month to my rent last time around.  That was highly unorthodox as far as storage rent increases go, especially in Michigan.  My other storage in NY added only $10/month for a unit of exact same size.  Additionally, others have a reasonable rent increase annually, but this business hikes their rent every six months.  That addition of $30/month is what put me at $160/month.  If you're going to give me a $15/mo discount and then in 2024 jack up the rent by twice that amount then you aren't really helping.   Please respond.

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

  Business response

  04/27/2023

  We've reached out to this guest via phone and email, she has responded that she will not engage with us and only wants to engage thru BBB. In order to resolve this issue we need to communicate with the guest.  We rent spaces on a month to month basis, our guests aren't locked into a long term contract but rates can fluctuate.  In order to resolve please advise the guest to reach out to us directly.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 4th 2023 , I was loading/unloading items from the loading dock into my vehicle and my U-haul truck I had reserved that day. When going back to my vehicle, I was presented with my rear bumper damaged , camera completely off along with dents and scratches, from attendant closing gate on my car. When speaking with the attendant at the office about the matter, he apologized, and stated he didn’t notice a car parked there when closing the gate. He stated that he would notify the district manager immediately and they would reimburse me for the damages. He also asked for my insurance information, license number & wrote a incident and gave me a copy. I filed a claim with my insurance company. They are now fixing the car and because I have full coverage , I’m only required to pay for the deductible “$1000”. Insurance company reached out to the storage site , spoke with a storage manager & emailed the district manager about the situation. No response. This has been such a huge inconvenience & the matter is still unresolved.

  Business response

  04/03/2023

  Our district manager reached out to this customer several weeks ago. An incident report and claim has been filed and Ms. Parmley should hear back from our claims department with resolution to her complaint. Our team has had communication with this customer. 

  Customer response

  05/17/2023

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

  The District Manager and myself has had communication about the matter. I was asked by the District Manager to send the estimate of damages and deductible receipt of payment on May 5th. I sent the receipts May 5th , and he explained that the "receipts of payment" should be the last of things the Vice President of Storage Space would need in order to issue my payment. I followed up May 15th about any updates on receiving the payment. District Manager stated he sent over the receipts of payment to upper management, but he wasn't in the office and he would look into the matter the next business day. I followed up the next business day, May 16th, and have not received a response about the matter. Awaiting on updates from Storage Space at this time.
  

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

  Business response

  05/19/2023

  District manager is in communication with guest on resolution, guest is aware of and satisfied with progress.

   

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim # ***************** with self-storage located on Gillionville road in Albany, GA. I filed the claim on December 3, 2022, and to date (01/16/2023, I have not received any compensation for the damage. I rented a storage unit from the said company, and when I went to remove my property, I observed rat droppings and evidence of rat chewings all over the unit. I reported it to the property manager and showed it to him as well. The maintenance man Mr. ****** was also a witness. Not only did I observe a large rat in the unit when I moved one box, it ran up the wall, but when I ran out to remove the bags I had just put in my car for fear that a rat might be in my clothes, I saw another rat run through the bags in the trunk of my car. The right had to come from the clothes I had just loaded because nothing was in my truck prior. All of my clothes had rat droppings when I shook them out. Also, there was evidence that the rats had eaten through the storage space bag and a pair of my expensive uggs had evidence of rodents chewing on them. I have provided pictures and filled out the claim form, but the claim people are refusing my claim. Even though the rat droppings are clear in the pictures, I was told by the maintenance man that they do not treat the units for rodents any longer. My clothes also got wet because it started raining while waiting for the property manager to assist me. The property manager acknowledged the rat droppings in my unit and several other units.

  Business response

  01/18/2023

  Good evening,

  We have reached out to the customer to resolve her complaint against us. We've attached her signed TPP claim settlement. We are sorry that the customer felt we were not responding. There were a few more pieces of information that we needed to gather from the customer to close her claim. We hope she is satisfied with the agreement. 

  Customer response

  01/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and although, I did not get the full value of my merchandise, I agreed to the settlement resolution. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My fiance parked her car in the parking lot to pick up items from the storage unit. Before she went in, she had to finish up her breakfast and sat inside her car to do so. The manager approached her car without letting her know what for. SHe got alarmed and honked her horn to let her know she was in the car. A few minutes later, a deputy officer approached my fiance and told her to leave the premise and she was not allowed to trespass for 2 years. My finance was confused as to why especially considering she paid for a storage unit and her personal belongings are one site. Belongings that she will need to access to. This is extremely unethical, disappointing and is causing emotional distress.

  Business response

  02/06/2023

  Per the local police officer, this customer's girlfriend was found sleeping in her vehicle on property. The manager tried to communicate with her in finding out why she was parked in our property lot. The woman became very upset and began honking her car, throwing up her middle finger at our manager and yelling at her. We do not allow loitering on our property and the manager stated that the woman never told her that her boyfriend/fiance was renting a unit on the property. 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made several requests for refund of our security deposit. They keep stringing me along and have not paid what is due.

  Business response

  12/22/2022

  We are in the process of researching the customers refund.

  Customer response

  01/05/2023

  Company finally responded only when I reached out to their senior leadership. They did issue a refund of the security deposit.

  Business response

  01/06/2023

  ***Document Attached***
  Attached please find a copy of the refund check mailed to the customer. Per our R&P department, the check was mailed to **************** on 12/22/2022. It was mailed to the address the customer gave to us on file. We hope that **************** is satisfied.
  See Attachment/File: ***************************** Refund Check.jpg

  Business response

  01/09/2023

  Thank you for allowing us to respond. We have record from the bank that **************** cashed his check on 12/27/2022, per a screenshot sent to us from the financial institution.

*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. ↩