ComplaintsforStore Space Self Storage

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a claim mid February and received confirmation of submission of the claim but I have not heard anything from the company since. I have contacted customer service about a dozen times and left messages but to no avail. I am demanding payment on the claim as well as reimbursement

  Business response

  08/05/2022

  Business Response /* (1000, 19, 2022/06/02) */ Good afternoon, Our claims department has stated that Ms. ****** has received her claim settlement via email. We sorry for any inconvenience and delays. Consumer Response /* (3000, 21, 2022/06/08) */ Good afternoon, The documentation you sent, I clicked on the link. It states I "received a claim settlement on June 2nd". What claim settlement? I haven't received anything! Business Response /* (4000, 25, 2022/07/01) */ We are in the process of reviewing the settlement for this consumer. If they have still not received their settlement, we will reissue the full amount of the settlement agreed upon.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Storage Space was recently bought out by CubeSmart. A letter was received in the mail informing me of the change. What was not mentioned in this letter is that my auto pay that was recently set up would no longer be valid. On Friday, March 11, 2022 I received a phone call from the CubeSmart on Linebaugh that my account was 10 days past due and that a $24.80 will be applied since my account is no longer on auto pay. The employee named James stated that my account was no longer on auto pay because of the buy out. No letter was sent in the mail to notify me of this. I asked to have a manager resolve the late fee because I was never notified of this issue. James stated that I would need to come into the office and speak with the manager during office hours. On Monday March 14, 2022, I went out of my way after work to speak with a manager at CubeSmart on Linebaugh. I was then told that a manager at the CubeSmart location would not be able to assist and that only a district manager would be able to assist. My information was given to James for the district manager to call. I never received a call. Since I never heard from the district manager I called the CubeSmart customer service line 1-844-248-3104. I spoke with an agent over the phone that assured me a district manager would call. I still have not received a phone call. I ended up calling CubeSmart on Linebaugh again and was given the district manager's number this time. I have called almost daily leaving voicemails. My business partner with **************** has also attempted to get this resolved with no luck.

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/04) */ We no longer own or operate the property on Linebaugh as of February. Per the customers complaint, he is now communicating with the new op0rators of the facility (CubeSmart). Please delete this complaint from our company record as it is meant for management at CubeSmart and not us. Thank you.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My storage unit was burglarized 2/24/22 Made police report, gave itemized list, didn't have random pictures of my belongings uselessly stored anywhere. Although i did give them the serial nmbr for 1 of my 2 tvs that were taken. Received what they felt i was entitled to which was $450 settlement. For trusting them with my family and I property. Also had insurance.. so after i signed and sent it back. I was told 2 wks for processing.. Haven't received anything back from them since. As attached will show. I was told by the officer, this is a regular for this location. Why would you have the storage units protected by chicken wire... "Chicken wire"!!"The onsite manager stated they just had all their chicken wire redone maybe 2 wks prior to mine being invaded. So they walk atop the units to see what's valuable..cut the wire... Break lock from the inside... Officer believes that this is an inside job. Went back to remove the remainder of my belongings, (I believe a week later) & the chicken wire was still as it was when it was burglarized. So please rent here if you don't want your belongings protected. The officer and I were told by the onsite mgr that there are no cameras on any of the storage units ...only ones are pointed at the elevators... upstairs and downstairs. I just want justice and proper reimbursement for mine and my family belongings. (Your value of something isn't the same as someone else's value of their personal property.) And to stop making excuses to my son as to where his television set is. At the same time warn others of my personal experience. Thank you. Eagerly awaiting a response.

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/04/04) */ Mr. ****, My apologies. I will look into the status of your settlement check and respond back shortly. We will work quickly to rectify this situation. Consumer Response /* (2000, 7, 2022/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as you stick to your promise. Thank you Consumer Response /* (3000, 14, 2022/04/19) */ It has been 15 days since there response on 04/04/2022. Which now brings this matter well over over a month with no action taken. Extremely frustrated. Demanding results! Business Response /* (4000, 16, 2022/04/22) */ Mr. ****'s check was processed as promised and was delivered to the address he specified on April 6 at 11:15 a.m. via******* Please see screen shot attached. Thank you. Consumer Response /* (4200, 18, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not my address that i currently reside. Its almost been a year since I've live here. Please cancel and resubmit the check. Please and thank you ************************************************ Business Response /* (4000, 34, 2022/06/18) */ ***Document Attached*** Per Mr. ****'s directive, the check was mailed to the mailing address he specified. Please find attached copy of the check mailed, along with proof of delivery on April 6th at 11:13 a.m. Consumer Response /* (4200, 36, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I the file wont open. If in fact the check was sent I clearly stated to you that.. that was no longer my address & to have the check resent to the new address that I sent. If you send a check why wasn't it signed for every check that I've received outside of employment checks you have to sign for so I didn't see anything being sign for I went to the residence there wasn't anything there the landlord of the property lives on property said nothing came I did not receive anything I did not sign or cash a check so the check can be sent************************************************ on top of this has been going on since January why am I just now in the middle of June hearing back? Business Response /* (4000, 41, 2022/07/06) */ We are conducting further research on the refund check sent, per Mr. ****'s continued rebuttal that the address he gave us was incorrect. Consumer Response /* (2000, 43, 2022/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The " address you supposedly "sent it too was incorrect. Which i originally told you a few months back as well as provided the current address.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a 5x10 storage unit rented at the StoreSpace facility in Hilliard Ohio, beginning early October 2021. The first 3 months was a half price off special, then in January 2022 it increased to $26.00 plus $1.00 admin fee and tax. On Jan 30, 2022, I received by email a notification of a price increase to $70.00 a month starting March. I contacted the local office and asked for explanation, and followed up on Feb 3, 2022 with an email that I could not accept that price and informed I would terminate the rental at the end of February. February 3 was more then enough notice (10 days notice is required per the StoreSpace agreement papers to cancel service). The local office responded by email that as long as I was vacated out of the unit by Feb 28, 2022, I would not be billed. In mid-February and the Monday or Tuesday of the following week, I cleared out unit completely. The on-site clerk was outside the building and I spoke with her, stating I was finished with the unit, and gave her my unit ****** Today March 2, 2022 I looked at my bank account on-line and see StoreSpace charged $70.95 onto my debit card on file. I called the local office and spoke to the same employee I believe, and requested that I be refunded, or I would be contacting the BBB. She looked up my account to see the status, but did not confirm if it was a mistake or how long it would be to resolve. Their website shows their office is closed on Wednesdays, so here I am contacting BBB to get the complaint started. I am attaching the email communications showing when I informed them to terminate service and their following replies and instruction.

  Business response

  03/29/2022

  Consumer Response /* (2000, 6, 2022/03/14) */ Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXX) Complaint against Store Space rental facility in Hilliard, Ohio As of today's date, 3-14-22, I have been reimbursed the $70.95 autopayment billing that was witdrawn from my checking account on 3-3-22. On March 3, 2022, I received an email from Store Space manager Patricia **** that the charge was a mistake and the reversal would be processed. I wrote back on 3-10-22 to request if the local facility (Hilliard, Ohio) could follow up on the status. I received a reply from the Hilliard facility that the refund request form was submitted and the approval process could take 2 to 3 weeks. On March 12, the local facility notified me by email that the $70.95 charge was reversed and processed by the District Manager. I confirmed on-line that the reimbursement was posted through my bank on today's date (3-14-22). This complaint case may now be closed. Regards, Elisabeth ******* **** ********* ** ********* **** XXXXX

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started the contract with store space and was advised that the cost would be 78 dollars with 3 months at half price and I would receive a gift card. I started renting from them in October 2021. In February they raised the rate from 78 to 102 with no notice to me. I haven't even been in contract for 6 months and they are raising the rates, without notice. They claimed that they sent an email on 1/25/22. However I did not receive it. All invoices that I have received have come to my email ***********************. This information is something they should provide at the time of rental so consumers can make a more informed decision. It's not like I can just pick all of my items up in 5 days, which is the time from the notice they claimed they sent to the time payment was due which was 2/1/2022. Their practices are unethical and wrong. I am requesting a refund for the additional charge of the rental for February and March which i had to pay to have access to my items. I already plan to move my items before another payment is due. I will not do business with a copy like this who try to sheet money from consumers by forcing their hands, knowing that if the don't pay they won't have access to their items.

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/03) */ We will be researching Ms.******'s increase and will follow up shortly.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My storage unit goes up for auction at the end of the month. I have had this storage unit for two years. I was set to have all of my stuff moved out of the unit by the end of December. The closer to the back of the unit we the more I noticed everything I owned was covered in mold. The items in the back of my unit, including my brand new couch and desk, were completely covered in mold. This occurred on the last day of December. The business was closed due to New Years Eve and I did not know what to do about all of my stuff that was ruined so I left it to discuss with the manager. I had already unknowingly carried mold into my home from the previous truck loads of my items we had gotten out of my unit. I contacted the manager and explained my situation but she charged me for another months storage even though I had explained why there were a few items left in the unit. The month of January I tested positive for Covid and was unable to get anything done about my unit. I explained this to the same manager as well and she responded by charging me a second month. This month my father passed away and when the manager contacted me she said the only way I could get what little bit of my stuff there was left in storage I could salvage was to pay $230 before the end of this month or everything I had left in there would be sold. I want to go through the last little bit of my stuff, take pictures of the damaged items for insurance, and haul off everything to the dump that is covered in mold. I do not have the amount she is wanting me to pay. Considering my items would have already been moved were they not covered in mold due to moisture in your storage units I would like for the remainder of my bill to waived so I can have access to what little there is left to handle and file my insurance claim over all of my ruined property. This is a very time sensitive problem seeing as to how they are auctioning my unit at the end of the month.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/02/23) */ Per our senior store manager, we spoke with Ms. ****** and offered her the ability to vacate her storage unit for a nominal fee to assist her. Please see note copied and pasted from her file from this morning 2/23 at 9:51 am. 2/23/2022 9:51 AM AG: Note - Spoke to SSM Tina and she spoke with the teannt. Per Tina we are moving ******* out and she is coming immediately to get the couch out of the unit. Then once ******* gets paid she is coming in to pay for January Rent and TPP and we are applying that to the debt and putting the rest on the books as bad debt. Her first check should be in early March.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some of my belongings was stolen out of my unit and it's been difficult getting a response from the claims department for a refund for the items took and the rent paid during this ordeal. I currently use store space located on ******************** Tampa Florida. The break in had to have happened between 11/22- 11/23 it wasn't until 11/26 that I had a chance to express what happened during the holiday break. I filed a police report the same day (11/24/21) I discovered the break in as an officer was already on the property due to another unit being broken into. I spoke with a manager but I can sense of lack of concern on her end even though she was very polite. She promised to follow up with me but instead I didn't receive any feedback. I then was able to get ahold of the manager by coming up the office (on 12/1/21) who stated she just came back from another set of days off and wasn't able to get a police report. I asked if the huge hole in my unit could be fixed and she tells me it's a process and maintenance will be working to get the problem fixed by the end of the week. I'm sorry but that is NOT acceptable. After this conversation I then called customer service to have the matter escalated due to the demeanor and actions of this manager. I have a list of things that are missing . I wasn't able to confirm any additional things only because I'm not able to get to the area within the unit. My unit number is *****

  Business response

  04/01/2022

  Business Response /* (1000, 9, 2022/03/03) */ Upon researching ******'s complaint, it appears that a settlement and release document was sent to her earlier in the year. Our claims department reported that she never signed and sent back the release form to satisfy her claim pay out. There were also two attempts in contacting the customer as she did not provide all of the necessary information required. Her claim was filed on 12/8/2021. She was advised of the missing information on our last attempt 1/25/2021. Her police report was sent to us on 2/24/2022. See release form attached. Thank you. I advise ****** to look in her junk or spam in her email. If she cannot find it, please respond and I will have our claims department resend to her.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a storage unit and the next day a employee messed up and put a managers lock on my storage unit. It caused a big delay in my day finding the manager and his lock off. I had to walk all over the facility to find the manager. I was told by the manager on shift named Robby he would take the lock off and give me next months rent covered due to my inconvenience. Hw took the lock off then I could not find a cart in the entire facility and I was the only person there besides the manager. They didn't cover this month like they said so I spoke to Robby again in person and he told me he would get it taken care of. I now have received a txt message saying my unit is 5 days past due and I owe $125.34. I have called twice and left messages to resolve the problem and haven't received any call stating my unit is past due what so ever prior to the txt message.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/08) */ Upon research of *******, Dakota's account with us, a credit of $75.00 was applied to this unit on February 2, 2022. The notes on their account (attached), noted the credit was given due to the inconvenience. I also waived this customer current late fee to assist this customer on getting their account up to current. An additional $51.60 was credited this morning on the account. Where the customer was able to have the manager take off the redlock during his visit, the credits applied are more than accommodating for the mistake made. We hope that this customer is happy with the outcome. Thank you.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I rent a storage unit at the facility at Folwer Ave, Tampa Florida in October, 2021 and just moved here from North Carolina, sold my home and put my belongings in this secured facility as the company advertised and my unit was broken in, so I paid for the protection coverage and file a claim also file a police report, sent the protection company couple emails to provide them with the police report number and pictures of the items that was in my home, 75inch smart Tv, Maytag Commercial top loader Washer & Dryer these were items that cost over $3000.00 but if I add my husband yard tools and other tools that would be another $2000.00 and they stated that they only cover up to $3000.00. I sent the CEO of the company a email and someone out this office called me about the issue and I called back and left a message with the representative about my ordeal and stated that I think someone at this facility is breaking into customer units because my whole lock was removed and the only way you can do this unless you have a key because the lock stays with the key also they know exactly what they wanted because they came in and took those items because I had a $2500.00 Alien computer in a crate that wasn't taken and the day we found the storage broken in it was no one at the office and my belongings were compromised so we had to take out items like my computer then the next day someone was there to give us a new lock. I'm so upset about this whole ordeal and still have things in there but cant move them until March, 2022 this is when my place is ready, seeking resolution from this company.

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/02/03) */ Upon researching *******s claim with us, it appears that she filled out a claim but never informed the store management of the incident. When police were called out to review her claim, they did not see any forced entry at her unit. The hasp was not damaged, but more important the ceiling wire had not been tampered with. They could not justify how a washer and dryer could be stolen when the theft that recently occurred at the site found the perpetrators entering through the wired ceiling. Consumer Response /* (3000, 7, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This storage facility is not being honest because I contact the customer service line also contact the manager the next day and my husband went a whole day without having a lock on the door of the unit because the managers was not there all that day were the customer service line stated that they should be there. I even ask the manager of the facility can we see the taps for the elevator to verify who took my items because not a lot of people have the kind of washer & dryer I had also I know the name of my 75inch tv, I'm asking for a complete investigation on this because when we went down there just last week someone else items was stolen across from my unit and their unit wasn't force entry and my opinion this was done from the inside someone at that storage facility is stealing customers belongs and using the master keys. I request to see the taps from December and January at the elevator because the manager stated that they have cameras at the elevator since they stated that I didn't contact the manager, this is false because we talked about viewing the cameras and she stated she would have the district manager to call me so if this don't get resolved I'm going to sue store space and seek legal representation. Business Response /* (4000, 11, 2022/02/21) */ We are working to speak with ****** directly. We left a voicemail on her primary number on file with us and hope to gather more information to satisfy her compliant with us. Consumer Response /* (4200, 14, 2022/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ms. M****** contact and ask me a lot questions about the incident that happen at their storage facility also ask me to provide receipts for my washer & Dryer and Smart TV so was able to contact rent a center in Fayetteville, NC where I bought my washer & Dryer, they were able to provide the cost of the washer & Dryer then sent to M****** email at storage Space and inform Ms. M****** I can't find the receipt for the smart TV but still will be looking. I provide pictures of the TV and washer & Dryer in my home also my washer & Dryer was commercial grade machines. Business Response /* (4000, 18, 2022/03/14) */ Good morning, I contacted Ms. ***** and reopened her claim with us. We were able to agree on a mutually acceptable outcome to her complaint with us. We appreciate Ms. ***** patience and thank her for allowing Store Space to store her personal belongings. Consumer Response /* (2000, 20, 2022/03/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The CEO of operation Ms M****** contacted me with a settlement agreement for my belongings that was stolen at store space storage and I truly appreciate them looking at the police report and the documentation that they requested. I can only say that they should have more security in the storage unit area where customers store their belongings not just at the elevators, especially for that area.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I began renting a storage unit at the Germantown location in July 2021. On December 1st, 2021 I discovered that my belongings were completely destroyed by mice. I was never warned about the mice problem at the unit, nor told that any damage by mice would not be covered by the Tenant Protection Program, that I was required to pay for in my monthly rent. I was finally able to file a claim on December 6th, after waiting for the onsite manage to process the paperwork, which I was told was the process. From December 1st to December 28th I received no response to any of my requests for an update, until the claims department emailed me stating that they had decided on a payout of $500 based on the tenant protection claims addendum document. I replied that I had never been provided with the document, nor was I informed about the possibility of the level of damage I incurred while renting with them, which surpasses $500. I have not received another response from the company to date.

  Business response

  03/03/2022

  Business Response /* (1000, 10, 2022/02/03) */ Ms. ****** did receive a $500.00 settlement for her claim with us upon my research. Part of the customers responsibility is to provide pictures of the items they are claiming. Although she did provide photos of the clothing, child toy and other piece of metal shelving, there were not photos for the larger priced items she is claiming was destroyed. The detail of the items are also not present on her claim (see attached documents).

*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. ↩