Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a storage unit on Jan.15, 2024 and paid for a month, then closed it out on February 3, 2024 by calling and leaving a message because no one is ever on location at this facility and no one answers calls or returns messages. I didn't know anything was amiss until I was charged for another month (Feb.15 - March15) $53.15 ******** pay. I had already vacated the unit, already gave my notice of move out more than 10 days before my next due date. I have called a different location (Lakeland) and was told I may or may not get a refund. I have heard nothing else from this company, which is very frustrating, because I have sent several emails with no response.

  Business response

  03/28/2024

  Spoke with *********** on March 21st. She expressed she had moved out of the unit on February the 1st. I explained that we were having some staffing issues and I apologized for the inconvenience that caused her. Her payment was on auto pay, and it ran on February 15th because we were unaware *********** had vacated the space. After speaking with *********** on March 21st I immediately refunded her account for the amount of $53.15 and moved her out to correct the issue. I have attached her refund receipt and move out receipt for your records.

  Thank you! 

  Joy

  Area Manager Storage King USA

  Customer response

  03/29/2024

   
  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

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rent from the Zephyrhills, ** location of Storage King USA and I am being charged for a renter's insurance fee this month that I should not be charged for. I was told that the website states that you have to have insurance, but the only thing I have been able to find on the website about insurance is under FAQ "Do I need insurance to rent a storage unit?" and the answer states "In most states, you can provide your own insurance or opt into our ********************* program." it does not say you have to have insurance. I have renters insurance and emailed in my policy information the same day to the facility. If I had known that I had to have insurance when I went in the office I would have brought a copy of my policy with me at the time of moving in.

  Business response

  07/26/2023

  The tenant was told at the time she came in to finish your rental that we require insurance either through us or  homeowner s or rental insurance. The tenant did not have proof of either  and our policy is that they can not rent unit unless have proof or use our insurance that we offer being a ******* policy which is ***** a month. She then stated she has renters insurance but at the time of completing her rental she did not have proof. I then explained to her until she can show proof our insurance will be applied to her account. If and when she is able to show proof our insurance will be replaced with hers on the following  month because she didnt have an proof at the time of checking in. Two days later she emailed her proof. Which in return I submitted her policy number on her account to take effect the following month and explained to her that she is still responsible for the ***** fee because she didnt have proof at signing of lease. Also explained to her our policy in regards to insurance that it is a requirement in order to even complete her lease or even rent her a unit. Shes refusing to pay the ***** fee feels she shouldnt have to pay it. 

  Customer response

  07/27/2023

   
  Complaint: 20358522
  
  I am rejecting this response because: I was told by the clerk that if I brought in proof to her I wouldn't have to pay the $12 fee.  I attempted to pull up my policy while in the store, but while I was trying the clerk told me if I brought it back to her she would remove it.  I was then told the manager would not remove it because the website mentions you HAVE TO have insurance.  I searched the website and as stated before there is a FAQ on it, but it does not say that you have to have the insurance.  I know $12 is not a lot of money and it would be nothing for me to pay it, but it's the principle of matter that I was told originally that the fee would be removed once I show proof.  
  
  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. ↩