ComplaintsforStore Space Self Storage

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At the time my husband purchased an outside storage space for his enclosed trailer, he was not asked if he had insurance nor was he asked to purchased rental insurance. Is trailer was stolen on 8/8 and the onsite property officer told my husband that the trailer should have never been allowed on the property without personal insurance or buying insurance. Now the business is stating that they are not liable for the lost. I have tried to contact the corporate office but i keep getting directed back to the Humble location.

  Business response

  10/26/2022

  Business Response /* (1000, 12, 2022/10/03) */ We have contacted the customer per her request.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract with ********* Storage. the facility was sold to Store Space Storage and that is when all the problems started. My rent increase by 95% increase in less than 12 months. When I reached out to the facility they said the district manager. She/He never reached out to me. A couple of weeks went by I contacted the facility again no one answered. I started reading the reviews online and discovered the facility had rats and I was never notified. I was reached out to corporate and I was directed back to the facility. Needless to say, we went in circles for weeks with no resolution. In June of 2022, the facility was sold again and the new owners were no aware of the rat issue.

  Business response

  09/20/2022

  Business Response /* (1000, 8, 2022/08/30) */ The property where this customer rents is no longer being managed by Store Space. Any and all complaints and issues should be raised with the current ownership and/or management company. While under our management the property was serviced monthly for pest control. We take pride in offering our customers a safe and clean facility. In research of this customers account, I do not see any claims to rodent damage or pest issues filed.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been renting a storage unit since December. Every month I pay my rental fees with no problem. I notified the supervisor on site about rat feces and pungent smell that are in my belongings. I was told to file a claim, so that's what I did. Now someone has emailed me stating that I need to provide receipts for my belongings. Are you kidding me?? I didn't bring the rats to the unit. And I don't have any receipts to provide. As I read other reviews/ complaints about a RAT ISSUE no one gave this person trouble trying to receive a claim check(resolution) from STORE SPACE because it was their fault!! So why am I not being assisted correctly and professionally?? I can't and I won't bring my belongings anywhere but to a dumpster. I'm a disabled veteran who's on a fixed income and I don't have money just to throw away. Nobody has returned my email. And I'm becoming very frustrated to the point of getting legal advice and going to the news station. This is absolutely ludicrous!! When you have insurance, there's always a stipulation NOT to pay. I'm totally disappointed with this situation. My fiance has items in this unit also. I wouldn't treat a dog like we're being treated. Hopefully this issue will be resolved promptly and I go on with my life. Good grief. : /

  Business response

  11/22/2022

  Business Response /* (1000, 22, 2022/10/03) */ Customer has been contacted. She has been spoken to regarding outstanding information needed by her to complete her claim with us. Ms.********* has not cooperated with our claims department to date and we cannot complete her claim without the required information from the customer. Consumer Response /* (3000, 25, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't have any receipts to provide. Why is store space trying to make this situation difficult?? Again I didn't bring the rats and rat feces to the unit. This is ridiculous because that's the whole point of having insurance. Now I've written my complaint and what's understood should not be explained over and over again. Since I filed my complaint no one from ss has called me and tried to right their wrong. Whomever this female is that's saying I'm not complying is NOT truthful.Its very unprofessional to make these allegations.What part don't ss understand, the RATS didn'tn't belong to me or the Rat feces. I paid my fees every month now they want to make it seem like I'm the villan. Are they serious?? To this day people are still storing food in units. Not my fault at all!! Do better ss!! Business Response /* (4000, 27, 2022/10/05) */ We do have a claim for Ms.*********, we just don't have her cooperation with submitting the Itemized Losses Form along with supportive photos of damages from July incident. Additionally, the pictures she sent are the same from her January 2022 claim where it was denied due to the fact that she did not have protection or insurance on her unit. We need updated photos of the damage she is claiming and an itemized list of lost before we can progress. This information has been emailed to the customer from our claims department. Thank you. Consumer Response /* (3000, 35, 2022/10/21) */ Nope one from SS has emailed or called me. I would like to see proof of this. The pictures I provided never changed because nothing in the unit changed. I'm not going to let this slide. To lie about contacting me is very unprofessional. I can provide my email log, AND I haven't received any emails concerning this situation from SS.Bottom line, the infestation of rats were SS problem not mine. As of 10/05/2022 I emailed SS the itemized list sheet AND the receipts and I still haven't heard anything from them. I'm not going away, I'm sure that's what SS expects me to do. My belongings shouldn't have been exposed to rats. Period point blank. I paid over $100 for the unit and SS couldn't insure that my belongings would be protected. SS is LIABLE for my belongings being damaged. I wouldn't recommend them to a dog!! Business Response /* (4000, 37, 2022/10/30) */ We are resending email documentation for Ms.********'s file with us. Pleases also remove my name and address from the below rebuttals. Names and personal information should be edited and not published, per your instructions. Someone from the BBB neglected in omitting this information. Please advise. Thank you. Consumer Response /* (4200, 40, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 10/31/2022 I have forwarded an email and my fiance has also of my (our) proof!! Now what lies will this female tell now?? ****** has the email also. I emailed the proof to ss on 10/05/2022. This is pathetic. I'm not going away, as I stated in the last rebuttal. But now it seems that it's time to retain a lawyer because this is unnecessary. Lady please stop lying and saying that ss has reached out to me because you haven't!! I sure don't have any emails!! Business Response /* (4000, 43, 2022/11/02) */ Please find attached emails from This customer used threatening language from the beginning when we were trying to process her claim. Ms.********* clearly states in her attached email that she refuses to provide pictures and line items to substantiate her claim with us. Our claims department has been trying to work with her, but to date, she has not provided the photos and or other information for us to validate her complaint against us. Please see attached emails and file to show her lack of cooperation and refusal. Please advise once you have had the opportunity to review. Thank you. Consumer Response /* (4200, 45, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please submit my $500 check to the address listed on the Protection Plan Resolution & Release Agreement that was emailed from ss to me on 10/02/2022. Thank you. Business Response /* (4000, 48, 2022/11/07) */ Our claims department reached out to the customer. We reached an arrangement that satisfies both parties. Consumer Response /* (2000, 50, 2022/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've had a storage unit with them since last July. When I got my unit it was a different company and I was never told they were changing ownership. I moved to California and since then they moved my belongings without telling me to another storage unit but when I came home I was unable to access my unit the assistant manager Barbara made me call*********** and pay out of pocket for something I didn't do. There was never a damage report done and my items still remain broken. I have called numerous times and complained But there's no corporate and none of the management or general manager cares to solve any issues. The level of unprofessionalism what I've gone through In the last year I've been a complete nightmare. I finally agreed to do a paid a Vacate option and I go to the office yesterday the 31st and no one is there and they closed early. Due to their mishap they now want me to pay them more $ because a new bill is generated on the 1st of the month. I've came out of pocket for flights, gas there and back to come to a empty office. Spent countless hours calling and leaving complaints and trying to get anything resolved, and all I get every time is "the GM will call you, we've escalated this." Nothing gets resolved and now my rent has went from $68 in the last year to almost 300$.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/04) */ We tried to reach out to Ms. ****** this evening at 5pm EST to discuss the situation with her unit. Her phone did not accept messages and she did not answer.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to go visit my storage unit on 6/29/22 when I opened the unit I immediately saw huge rat droppings everywhere. All in my baskets, which are up high and along the floor. I was immediately disgusted. I have had multiple storage units before and never had this issue. There is clearly a infestation! Which is beyond normal issues. I emailed the company at [email protected] on 6/30/22 and still have not getting a response.

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/08/08) */ We reached out to the customer to discuss her complaint filed with the BBB. A voicemail was left on her phone with our contact information. We hope to hear from ***** soon to help resolved the situation. Consumer Response /* (3000, 7, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a voicemail. Please provide the number you reached out to me on or a number I can contacT your office at please? Business Response /* (4000, 9, 2022/08/09) */ Ms. ******* did return our call today 8/9/2022 at 3:54 pm. We are in the process of researching the status of her claim with us. Consumer Response /* (4200, 11, 2022/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still haven't heard back from business. Please use email and mail correspondence going forward. Business Response /* (4000, 24, 2022/10/12) */ We have reached out to Ms. ******* personally and our claims department has emailed her. We do not have a claim on file for this customer. See previous email below with information left for customer. There is no TPP claim filed by ***** *******. Please encourage customer to go to TPP Claim submission site at: https://www.storespace.com/tpp She will have to attach photos (proof of damages), applicable receipts and fill out the attached "Itemized Losses" form along with the claim. Below is a screenshot from our S360 TPP accountability platform for L008. As you can see there is no claim in our files. Thank you.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the storage unit online. I have not been able to complete move in after 3 visits to this location. I have paid for a full month under the promotion 50% off first 2 months in which it should have been prorated since my supposed to be move in was to happen on 7/6/22. Every time I contact corporate regarding my issue or customer service you're put on hold and hung up on. My money should be refunded this is stupid I've had a****** for 2 days. The office is supposed to be open 8 am - 11 pm at my selected location however it is not. It's not right to handle anyone like this moving it's cost me a lot of extra money to change storages they need to refund my money at this point. This is a breach on their end not mine.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/15) */ We have searched our database and do not have a Jeri Covington renting, or previously renting with us. The lease may be under a different name. We will need the correct first and last name of the customer who rents the unit in order to research and help this customer. Thank you.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe the rate I am being charged is higher than what I was told for this upcoming month. I had originally rented unit 5111 (5x10) at this facility and there was a two month 50% off promo, so my payment was going to be $55 for the first two months. When I arrived at the facility, no one was at the office to give me my keys for the unit, and when I was finally able to reach someone on the phone after an hour of waiting, they were able to find a 5x5 unit (smaller than my original) that did not have a lock on it, and they said I could just take that and they would adjust my rate. I was told that this unit would also have 50% off for two months and I would be paying less than my initial amount. However, I have not received any money back from the initial amount I paid for the first month, and this months charge (due 7/1) is now $77. I have also not received my $20 ****** gift card yet. Please let me know my next steps to remedy the situation.

  Business response

  10/04/2022

  Business Response /* (1000, 8, 2022/07/15) */ In response to the consumers complaint, we do not typically lock our units. If there was a lock on this space, we apologize. Yash was given 2 months of rent at 50% off for the months of June and July of 2022. This was on unit 5111. It was a 5x10. We provided the customer a rent adjustment of $65.00 on July 1 and also refunded $38.00 on June 13th when he transferred units. See customer ledger history (attached). If there are any other issues, please reach out to us. It's important that our customers received great experience while storing with us. Thank you. Consumer Response /* (3000, 10, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a $38 refund. I have attached my credit card statement from that month and there is no refund posted for $38. Furthermore, the final charge on this statement is for the month of July and it is $77 because Store Space charged me for the insurance protection plan because they automatically signed me up for that when they transferred my unit from 5111 to 8064 without my knowledge. When I initially signed up I opted OUT of this plan. Every time I try to call this site during their business hours or go in person, no one is ever there to speak with me about this. In conclusion, I am still searching for the $38 refund mentioned by the merchant here because I have not yet received it and it has been over a month since they are saying it was issued, and I am seeking an additional $12 refund for the protection plan that I was charged for despite never giving my consent to. Business Response /* (4000, 16, 2022/08/31) */ This customer was refunded the $38.00. The refund was credited to the unit******* he transferred into on 6/13 (see attached ledgers). There may have been a miscommunication with this customer if he felt the refund was coming in the form of a credit card or check, the refund was applied to the unit he transferred into while he was storing with us. We hope our response satisfies the customers inquiry.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Store Space has been raising the monthly rent on rental storage every 2-3 months during the pandemic and still continues. The manager states they are being competitive with neighboring storage facilities. I found that is not true. They are price gouging. The company also charges people insurance every month for their storage containers. I have given them paper work from my homeowners insurance now they won't accept it. I started out paying $60 monthly now $162 monthly. Also, you are not allowed to pay any amount only what you owe. For example if I want to pay $100 a week before due date not possible. During the pandemic this company was cut throat no compassion then or now. Also, you can not leave any reviews. Help!

  Business response

  09/02/2022

  Business Response /* (1000, 12, 2022/08/08) */ We reached out to Ms. ******'s and left a voicemail with our contact information. We hope to resolve her issue.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. I throughly asked questions prior to obtaining this Company when I flew to Philadelphia to move my Parents home with very short Notice. I am very concerned as I am only being told now there was a flood at the storage facility on 3100 C Street in Philadelphia. I am on the third floor. After reading many horrible truthful complaints this is concerning. I gave not seen the items since April 2021 when I obtained the small unit. Also after three months the price was raised by $15.00 I spoke with District Manager Leah P***** who is leaving the company left my price of $52.00 monthly for just a couple months. Than it increased to $$64.80. Then increased to $64.80 which I have been paying. Now only having the small unit 1 year and two months. The cost is now for June 1, 2022 $108. 00 with a $20.00 late charge. I am not allowed to make a partial payment for $64.80 and now another late fee. The district manager Leah P*****. The text messages are horrible to me. Leah P*****- Storage Space District Manager who is leaving the company on 6-24-22: Text Message: Hi there, I saw your message to our corporate office, I just reached out to you, you hung up on me twice... Emailing Chris H***** is not going to help you considering we have helped you over the last four or five months... So please stop threatening my employees. We have been more than accommodating with your rental increases and you're late fees... If you don't want to pay your rent you simply need to move out. The above is absolutely false. Liz who works at the location can verify I was nothing but nice. I tried contacting CEO Chris H*****, CFO Rob C******* and VP operations Michelle W*****-S****. This is one of the unprofessional messages provided. Now I am weary the items have mold and roof leaked. This behavior is horrible. The company is fairly new. Bait and switch. I will not tolerate anyone treating me like this. This is not a matter of paying but illegal price gouching. No trust in this company.

  Business response

  08/04/2022

  Business Response /* (1000, 12, 2022/07/01) */ We reached out to this customer and explained that the rain intrusion to the building did not affect her items on the third floor. Her unit is safe and did not suffer any damage. I also discussed with her other concerns she had, and we were able to resolve them amicably. We appreciate Ms. ******'s business and hope that she feels we rectified the issues she was concerned about.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented an A/C climate controlled unit from this facility from Nov. 2021 to June 8th 2022. On June 8th, as I collected my belongings to move out, I noticed the 2nd floor (where my unit was located) was very warm. I asked the employee on site if there was an issue with the A/C. She informed me that the A/C has been out upstairs for approximately a month. As a client of this facility, who was storing sensitive belongings needing a climate controlled space, I was never communicated to about this problem the facility was having. I did purchase the insurance for my storage unit and will need to file a claim on any of my belongings that were damaged as a result of this problem. I believe that Store Space violated their terms of service by not communicating with their clients about the A/C issue.

  Business response

  08/03/2022

  Business Response /* (1000, 8, 2022/06/28) */ Thank you for reaching out. Can the customer provide the store location to where he stored his belongings with is. I will look into this situation and review any claims from the customer. If additional information is needed, I will reach out to Mr. ********** directly.

*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. ↩