ComplaintsforStorage of America

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This past June 2023 I went into this business to get rates in regards to a storage unit at this location. At the time I was quoted $100 per month plus $10 per month for insurance for the unit. The price that was quoted was within my budget and I agreed to open a unit. Not at no point during the transaction was I advised that this unit price would receive an almost 60% increase after 4 months of having the unit. On November 1st this company tried to charge my automated payment for $160 when I only agreed to an automatic payment of $100 per month. I reached out to the local office about the increase and they stated that they informed me via regular mail in September of 2023 about the increase. I advised *** never received anything about the increase via mail or email where I signed up for all correspondence to be electronically sent. I advised if I was aware of the increase I wouldve removed my items from the storage as that increase is not in my budget. The business rudely blatantly disregarded the fact that *** never received this notice. I contacted the corporate office to attempt to work out a deal where my price could return or I could remove my items from the unit and nothing. This company is dropping surprise increase on me in an attempt to sale off my items and make a profit and invoke financial strain and stress to me.

  Business response

  12/11/2023

  Dear BBB, 

  After the first complaint, we reversed her rent increase. 

  We have tried to contact her over the past month, and she has not replied. 

   

  On September 28th Moesha was emailed and mailed a rent increase letter. 

  On November 3rd she contacted the local office and informed them that she never received notification of the increase. After asking if she could speak with corporate and swearing at our local property manager, the ** of the company took it in her hands. The ** called ****** and left a voicemail to have her call her back, she gave the tenant a credit for the rent increase. 

  On December 4th ****** contacted the local office again and stated she never received the voicemail from the **. 

   

  Thank you!

   

  Sincerely,

  *****************************

  Marketing Manager

  Business response

  12/12/2023

  Date Sent: 12/11/2023 1:12:40 PM
  

  Dear BBB, 

  After the first complaint, we reversed her rent increase. 

  We have tried to contact her over the past month, and she has not replied. 

  On September 28th ****** was emailed and mailed a rent increase letter. 
  

  On November 3rd she contacted the local office and informed them that she never received notification of the increase. After asking if she could speak with corporate and swearing at our local property manager, the ** of the company took it in her hands. The ** called ****** and left a voicemail to have her call her back, she gave the tenant a credit for the rent increase. 

  On December 4th Moesha contacted the local office again and stated she never received the voicemail from the **. 

  Thank you!
  

  Sincerely,
  

  *****************************

  Marketing Manager

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My storage was broken into, and the manager wasnt of any help. She closed the store stating she was running errands very and highly unprofessional!

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello I had signed up for a storage unit through a self serve kiosk. After going into the storage gate I went to the assigned storage unit and it was too small for my salon equipment. I immediately e-mailed the manager at Storage of America and told them that the unit was too small and I would like a refund of the $*****. I was told I would get a refund but I have not. I have copied and paste the e-mails to this. From: ***************** <********************>Sent: Wednesday, August 17, 2022 12:36 PM To: L009 - *********************** <****************************************>Subject: Re: Invoice from Storage of America - *************************** for unit(s) 231 I canceled this storage already I need a refund of the initial deposit I made of ***** dollars On Wednesday, August 17, 2022, 04:27:05 PM EDT, L009 - *************************** <****************************************> wrote:Hello Joy,We are working on refunding you for the $32.26. Sorry for the inconvenience.Thanks, Thank you for choosing Storage of America-*************************** ***************************************************************************** ************ - Office ************ - Fax ************ - Emergency Only **************************************** www.storageofamerica.com ************6_PastedImage IMPORTANT NOTICE THIS MESSAGE IS CONFIDENTIAL. This e-mail message and any attachments are proprietary and confidential information intended only for the use of the recipients named above. If you are not the intended recipient, you may not print, distribute, or copy this message or any attachments. If you have received this communication in error, please notify the sender by return e-mail and delete this message and any attachments from your computer.

  Business response

  11/04/2022

  ************************* Better Business Bureau ******************************************************************************************* ************ RE: Case Number *********

  We have spoken with the customer directly and processed the refund on October 26, 2022, as she requested for the cancelled rental on August 13, 2022. We explained to the customer the reason for the refund taking this long was a simple lack of communication. ************** was satisfied with this resolution. Thank you for giving us the opportunity to reply and resolve this issue!

  Storage of America-Management

  Customer response

  11/08/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *****************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stored my furniture in a their storage. I asked if my car can remain parked there for a few days. I was told that it would not be a problem, however 3 days later it was towed. I was told that it was ok to keep it there. Now it was towed and they want $500 to get my vehicle out of the impound.

  Business response

  08/11/2022

  *************************** is a storage tenant at our SOA Gustine location in ********, **. **************** rented her storage unit on June 28, 2022. On the date that she completed the storage unit rental she inquired with the manager at the site if she could park her vehicle on the lot, the manager told her that we have paid parking spaces to rent for vehicle storage. She declined to rent a space due to the additional cost.  

  The management team members were not given a description of her vehicle, nor did they see **************** with this vehicle. We were unaware that she had parked her vehicle in the parking lot. The vehicle that was towed was not identified as **************** vehicle. **************** did not at any time inform us that she left her vehicle in our parking lot.  
  

  Storage of Americas contracted security guard approached the facility District Manager on July 7, 2022 stating that a vehicle was parked in the parking lot for a week, did we want to have it towed. The District Manager decided to wait to see if someone would pick up the vehicle. The vehicle did not have a license tag on it when it was discovered on the lot. Since the vehicle was not removed and we did not know who the owner was, we had the vehicle towed on July 30, 2022.  
  

  We have signage on the property, (see attached) that states we will tow unauthorized, abandoned or illegally parked vehicles. We do not take any responsibility for the cost of **************** towing ****.  

  If you should have any further questions, please contact me at ********************************  
  

  Sincerely,  
  

  *************************, SVPO  

  Storage of America-Corp Office  

  
  

  Blessings,

  *************************

  Senior Vice President of Operations

  Storage of America - Corporate Office

  4225 *************

  ************, ** 46268

  ************** - Cell

  Customer response

  08/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Hi, They are lieing and this Issue has not been addressed I was Charged $40/ some dollars in July and I was given permission that I could park my Vehicle there, I have a Witness!I was told by the Older Gentleman that my car would be fine dont worry about it, and had it towed, I feel that they are Liable about the Tow fees and they work with this Tow lot to rip and take peoples Vehicles,I was Charged $387.00 when I moved in June 28 th and Storage of America states Stress free this is not the case and it was suppose to be, Free for 30 days the 38th of July was 30 days free, I wasnt suppose to make a Full payment, Until August 28th this was the worst Experience and paying my Money I was not Treated Fairly/ was Over charged and got my Vehicle taken on account of Storage of America I had 3 days Insurance with them and got my Own, through State Farm they have Insurance and is Liable for my Car and shall take Full Responsibility of getting my Car Released Im Disabled and didnt know that I was coming to a Crooket Establishment, Im not Satisfied, they are lieing!
  
  
  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began renting a storage unit from this company in February of 2022 and currently still rent from them. I pay around $189 a month for a large storage unit. My issue with the business is since day one they have consistently messed up my bills. They originally put me down for two storage units when I asked for one then they tried to make me pay for two ( I only have access to one ie. unit# ****) then they dont ************* online and when I try to call about my bills they refuse to answer the phone so I have to cal on average about 18 times in one day for them to answer. And my **** wont appear online again it says I have no bills due but the refuse to give me access to my unit and suspended the access code they gave me to get into the building and to my storage unit.

  Business response

  11/09/2022

  Dear ************, 

   

  The property manager did make a mistake in the system when you first rented from us. It has since then been taken care of. We have been in contact with you back in May when this complaint was originally made and have since solved the issue. 

   

  Thank you!

   

  Sincerely,

  *****************************

   

• Initial Complaint

  04/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Storage of America Sucks!!! First they lied to me and said that I had to pay their $10.. a month insurance coverage and now they say I could have gotten my own through private insurance. I told them I didnt want any insurance and didnt think it was UNNESSESARY as it only pays out $2,000 dollars and i have five times the value in storage!! They charged me late fees in March and April 2022 and I should not have been charged because their defective billing payment system will tell you that your payment was successful, but it really wasnt, so if you dont catch it immediately, you get charged a ridiculous $10.00 late fee!! I have spent over $800.00 for storage so far and these greedy scumbags find many ways to extort money out of customers like me, which is no **** way to treat customers at all!!

  Business response

  11/08/2022

  Dear *****, 
  
  
  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good day to you First to say, I&#**;ve heard you on the radio many times through the years and the work you do at the H363137**3238313831H is great. Maybe you can help me, this is a late ***************** attempt to get some help. Maybe??I heard you recently on the radio. You covered various subjects and what got my attention was that you mentioned storage units. About 2+ years ago, I moved my extra belongings to an indoor unit at storage of America on ****************. I will state that it&#**;s a fully indoor, climate controlled facility that is clean and well maintained. This is in the old ***** Shoe facility that got a big makeover. What hurts is that years ago I lived on ************** within half a block from **************. My late aunt for a few years in my late grandparents house. I&#**;m sorry I digress, this situation has left me quite bitter. One of my sisters steered me to this facility, which was less than U-Haul. It was a messy, rotten situation to say the least, since my belongings had to me moved in a short period of time from my ex-employer&#**;s house on ****** St. where unfortunately he was my landlord!! Sorry, I&#**;ll try to get to the point. Until late May of this year I had a few late payments on my unit. It was a huge setback on February 17th that on my way to my job at the P&G plant in North ********* a man decided to cross the median on Highway 64 East into my westbound lane, which triggered a 4 car collision. Sadly, I only had liability and the 2 motorists that hit me had no insurance. My airbag deployed of course, coupled with the damage to my right rear panel rendered my car totaled. I thought of taking them to small claims court, yet after talking to a few lawyer I was told that I could win 10 times out of 10 attempts, but that would not guarantee a payment. So, I was without a vehicle for a few months and that 2006 Lexus (which I still miss) that my 2 sisters helped to buy was gone. What I regret is that when I had access to that unit I did not get some of my belongings out. (Can you say proactive?) Fast forward to May and June when I received a notice from H343237303836**343837H about my unit going up for auction. I talked to **** the manager and another man at the office to plead my case, which I did not have much luck. The one man I talked to said (near the end) that if I paid $300.00 to the office I could have access to the locker to clean it out. When the time approached, what I was told that if I had a friend to attend the auction, they could bid on the unit - not me. Well, being low on funds has not helped me to say the least. The auction has come and gone and the man who paid $216.00 got all my goods. All that I was able to find out was what the bidder paid, not what his name or phone number was. I wrote them twice and to their headquarters in ************ twice with no reply! Since they have the bidders phone number and address they could help me. I stated in several letters that I do not have a criminal record (none)! I know that the bidder has no intention of keeping everything that he secured. I stated in my letter that I could buy at a reasonable price anything he was not keeping. There are very special items that I lost including pictures of my daughter. On the day of the auction, I gave one of the guy&#**;s at the office (by phone), my phone number and stated what items I wanted. Well, if they submitted that to the bidder...I have never received a call - not one! I also requested a statement showing my payment history for my records. ********, that is not much to ask for since I wasted over $2,000.00 using these clowns. Can you please help? God bless and thank you and the H363137**3238313831H.

  Business response

  10/29/2021

  Storage of America

  *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  
  

  Good afternoon,

  
  

  We want to thank you for giving us the opportunity to tell our side of the story regarding this unfortunate situation. One of the hardest things we must deal with in this industry is having to auction off a person's belongings. But before we do, we follow the ** lien laws very strictly. Additionally, this is explained to every tenant at the time they sign the lease, which they agreed to. We also make every possible effort to get them to pay before auction day; we send out 4 letters in the 84-day period since the rent first came due in ******************** case. We sent countless emails and made just as many phone calls without success. Per ****************, we offered to take $300 of his $533.00 balance leading up to auction day but he was unfortunately not able to come up with the money. 

  Regarding contact with the buyer, these folks do not want to have direct contact with the person whose belongings they just won't at an auction. We respect that request but do ask them to return any personal items if any are found. In ******************** case, the buyer did not return anything personal belongings. They also did not return our calls when we tried to ask about ******* request, which we can only assume was because either stuff was sold, or they felt uncomfortable discussing this issue. 

  Thank you for taking the time to allow us to address this complaint!
  

  
  

  
  

  ***************************,

  NW District Manager

  Corporate Office

  *********************************************************************************************************************************************************************************************

  ************ - Corp Cell

  *************************************

  www.storageofamerica.com

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have a storage unit located at Storage of America ********************************************************. I received a call from the site mgr on 9/25 advising that my storage unit had been broken into the night of 9/24. When I arrived I **nfirmed that I had several items missing out of my unit and she stated that an individual had broken into several units and there was surveillance of him doing so at two locations. I then called the police to file a police report and I was advised to speak with the Mgr *************************** to file a claim. Ive reached out to the location several times within the last week and Ive also spoken with customer Service and was told that the mgr will **ntact me. I havent received a call back and no one will provide me with the information for the insurance ** to file a claim and theyre not **operating with me. Id like for my insurance claim to be filed for my stolen property!Id also like to hear from the manager ***************************.

  Business response

  11/17/2022

  November 16, 2022 
  
  *************************;
  Better Business Bureau  
  2601 *******************, Ste. 103A 
  ************, ** 46241 
  ************ 
  RE: Case Number 15993370 
  
  ****************** unit was broken into with others in October 2021, when she filed a Tenant Protection Plan Claim. She received a $2,000 check for said claim on December 14, 2021. Another break-in occurred in March of this year, unfortunately, and we did call **************** right away several times before she returned our call. When we met **************** at her storage unit, she told our managers that nothing appeared to be missing. Therefore, no claim was filed. Around this time, **************** stopped paying rent on her unit, which was auctioned off in May 2022.  
  Storage of America makes every attempt to resolve a tenants issues in a timely fashion, as we realize they are the ones who keep us in business.  
  
  Thank you for giving ** the opportunity to reply and resolve this issue! 
  
  Storage of America-Management  

*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. ↩