ComplaintsforStorage King USA

• Initial Complaint

  07/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My Storage Unit is on ***** St, *********, ** Unit C-115. I have been charged $20 a month for Storage Insurance every month. I was never offered anything less. When I asked ******** about it today, July 3, 2023, She told me we could go as low as $12. Then she added that if I had a home owners policy or renters insurance policy. Just bring it in and that price would be waived. WHAT ABOUT THE MONTHS THAT I HAVE BEEN RIPPED OFF by this oversight. You owe me a refund. A copy of rental agreement is included.

  Business response

  07/18/2023

  After 4 conversations with our District Manager, weve determined that the customer did not read our rental agreement terms. The $20 charge was for paying rent late per the agreement, and this is in no way related to any coverage fee.

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved.  The latest issue was on renters insurance.  Not the late fees.  Why was I charged $20 Storage Insureance when there was $12 available.  I was never told that this could be waived about waiving the storage insurance when I had renters insurance that covered it.  That was the issue and this *********************** tried to tell I was told about it and lied.  I over paid $280 in that alone.  As for Late Fees, I was never saw any invoices until after I paid mostly $100 in late charges.  I find there services highly inadequate and I don't appreciate being lied to.
   
  

  Business response

  07/26/2023

  District Manager and customer have spoken multiple times and resolved the situation to everyone's satisfaction.

  Customer response

  08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Cheap cop out answer for them not doing their presentation correctly

  in the first place.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've been using Storage King ****************** ** - ************* location) for about 3 years and up to this point have had a mostly pleasant experience. The on-site manager ****** has always treated me fairly and professionally. However, on April 20th, after leaving two messages inquiring about my current bill amount (they only intermittently send me invoices, putting the onus on me to call and find out what I owe them), I received a voicemail from her stating that my unit's contents were scheduled to be auctioned on Tuesday April 25th due to non-payment. Prior to this message I had not received any notice that my unit had been put into lien status, leaving me with less than a week to get caught up. ******** law requires delivery of lien notices to be in-person or by verified mail or electronic mail to the renter at least 15 days prior to auction. I'm not disputing that I'm late; but I never received any notice whatsoever -either by postal mail, email or phone- and wouldn't have even known they were going to auction my things if I hadn't called inquiring about my current bill. I called back advising ****** that this was the first time I was made aware of the pending auction and to please research the issue in case it was a mistake. ****** returned my call the next day (today April 21) informing me it was not a mistake and that my contents would be auctioned off unless I could pay by either tomorrow (Saturday April 22) or Tuesday morning (they are closed Sundays and Mondays, essentially leaving me only 2 days to come up with the balance). Moreover, I still don't know what my total bill is because all ****** provided me with in a voicemail was "$300" which I assume doesn't include whatever late fees and insurance costs have accrued. They have all my current contact information so there's no excuse for not notifying me properly, and in the past I've always been able to get caught up before enforcement of the lien via auction was necessary. Just about everything I own, including important medical and military records, are in there and I'm not going to allow Storage King to disregard the law and treat me as an afterthought. I feel Storage **** has left me no choice but to pursue legal action. Therefore I will be filing a formal complaint with the ******** Attorney General's **************************** on Monday if necessary to get this rectified.

  Business response

  04/28/2023

  We followed all proper procedures with respect to ******** auction law. We have left the tenant two voicemails to call our District Manager back. We are going to try and offer an accord and allow him to move out. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my frustration regarding the handling of my Storage Kings account at your ********, ********* location. My account has been charged with several late fees, which I believe are unjustified. I have made numerous attempts within the past month to contact the property manager to resolve the issue, in fact I was charged additional late fees on the late fee. It's been very frustrating to experience such lack of customer care and communication. I have been attempting to pay my rent regularly, but have been met with uncooperative responses, and now I am being denied the ability to make payments on my account without settling the outrageous late fees charged.You can resolve this issue by removing the initial $20 late fee plus the subsequent late fees I was charged because the manager refused to call me back resulting in additional late fees being assessed to my account.

  Business response

  04/05/2023

  The customer's late fees are valid, due to not paying in a timely manner. However, his concerns appear to be unanswered from the site manager at the time. As a one time courtesy, we have waived the late fees so he can catch up. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I find it hard to believe that I have missed a payment and told that I have a $20 late fee when I have it set up on automatic payments from my bank. However that was what I was told today from your Office Manager at *********************************************************. She told me it never got there and or it was late. However my checking account shows it was paid on paid by my bank on March 15, 2023. I also paid 5 days at the beginning of my rental because on line there was no effective day to adjust on line. This office manager said she would try to adjust that date, however, I issue was conveniently dropped and was never adjusted. Why, just ensure there was a storage unit available for when I could get help to move my things in. I cannot do it by myself since I am handicapped.

  Business response

  04/14/2023

  We have spoken to ********************* and he was upset about the time frame it took to get his account corrected by the store team.  On 10/22 ********************** was sent a rental increase letter.  His bank is the one that sends in his check monthly.  Unfortunately, they did not get the proper information about the Rent Increase.  Collection calls were made on 2/13,2/17, 3/8,39,3/27,3/28.  On 3/8 our Property Manager spoke with ********************** about the insufficient funds with regards to the missing funds for the rental increase in November. On 3/20 they had a similar conversation.  He is now caught up and Storage King USA is providing ********************* an invoice monthly to help him understand.  He did apologize as he said he may have missed the information about the rental increase.
  
  In speaking with ********************* today, he was upset about some of the charges he incurred along the way and why it took so long to get to the correct solution.  We explained that we understand how he was feeling and would apply a credit to his account and send him an email to make sure he is in good standing going forward.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  To whom it may concern,I am a new customer who started renting unit#**** at the Address: *****************************************************. in January. I got the unit with the promotion 3 months price something to the nature. I spoke to a gentleman afterwards when the time came for my 1st payment after I made the payment he assured me my next payment wasnt due until April. I told him i would set up auto pay by the end of march. Then I recieved a call saying my payment was due on 3/11/2023 and there was a late fee charged to my account. I paid this immediately and set up auto pay. I called and spoke to the manager at ******* office her name was *******,when I asked if the late free can be waived as a one time courtesy due to the wrong information the representative gave to me regarding my next payment due date. ******* was very unprofessional, rude most of all. she was talking over me not listing to my concerns or understanding what I was trying to explain to her. I am very disappointed with the way we as customers are being handled here. we have no contact information for corporate ************** refuse to give this information to the customers. we are getting the run around when we have complaints and need help with storage questions and needs. we shouldn't have to be stuck with people answering our calls and don't have the answers to our questions and concerns. ******* kept telling me that this is what I have to deal with because there aren't any other resources from me to choose from. she then told me she would have ***** the district manager reach out to me I haven't heard from him since 3/13/2023. I spoke to ******** she told me the same thing. I still haven't heard from *****. I called again today still nothing I spoke to *****, she told me the same thing but said she will escalate this. I also spoke to a Moress 4 people and no resolution. would like a credit for the $20.00 late fee applied to my account. ******************** ************

  Business response

  04/05/2023

   We strive for 100% customer satisfaction and are sorry to hear of your difficulties with your storage. As a one-time courtesy, we will deduct the late fee from the next month's rent, which is due on 4/7/23. 

  Customer response

  04/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********************************************
  
  
  
   
  
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Fri, Dec. 2nd I rented a storage unit from Storage King via their online process. I received an email with a code for the gate and a storage unit number (*****). I went to the storage yard. There was no answer at the office door and no one answered the phone, though the sign said that it was currently office hours (about 3pm). The gate to the storage yard was wide open. I drove in and found my unit. I had rented a 10'x20' unit but ***** is much smaller. Perhaps 5'x16'. I also saw a storage unit that was left open with what looked like trash pouring out of it. It was a depressing sight. I drove back out the gate and parked by the office again. By this time there were several other people there and still no answer at the office door. I called the office number again and left a voice message letting them know that the storage unit was not the correct size and requesting them to call me back and sort it out. This all happened within an hour of me renting the space online.On Monday afternoon at 3:04pm I received another email from Storage King. It was not a response to my phone message. It was just a verification that they'd received payment.On Tuesday morning I responded to the email explaining again that the storage unit was not the size that I had rented, and also detailing that the gate had not been secure, the office had not been attended, and that there was garbage in the driveway. I asked for a refund. I received no response.On the morning of Fri, Dec 9 I again emailed, this time stating emphatically that I wanted a refund or I would contact the BBB. A couple hours later I got a call from *********************. He said he's the property manager. He asked what time I'd made the lease. He said he'd talk to his manager. Soon after I got an email from him saying they were denying me a refund because it had been more than 72 hours.This whole thing stinks. They never even addressed that the unit is the wrong size. Thank you for your help

  Business response

  01/03/2023

  I am looking into the details of this complaint. I have reached out to the District Manager. We do have strict rules regarding moving out of a unit prior to 72 hours if a unit is no longer wanted. We would ask that the tenant email me at *********************************** so we can continue the dialogue. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a storage unit but was unable to gain access to it, due to being given the incorrect access code (transaction details below). Since I wasn't able to unload my belongings on the day that I needed to, due to not having access to the storage unit, I had to rent another unit from a different storage company. I've called the store multiple times to get a refund since 6/1/2022. The store agent, ***************************, has been giving me the run-around for almost 4 months now. It's always "I'll call you back" or "someone will call you back" and neither has happened. As a result, I'm needing assistance in receiving a refund of what I paid since I never received the service.- Date of transaction: 5/28/2022 - Store Location: ************************************************************** - Store Phone: ************ - Amount of refund requested: $83.00

  Business response

  09/29/2022

  ************, 

  I believe our District Manager has reached out to provide a response and solution for you. I believe a refund is in process. Apologies for the frustration. Please reach out to us at ******************************** if you have any further issues. 

   

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It is a monthly rental storage unit. An elevator is out of service with no answer as to when or if it will be fixed. My wife and I are long-time customers in our late 60s and cannot climb stairs or use the front elevator to access our unit because of the distance. All I'm asking is when it will be repaired. The local people say the decision is out of their control and we have not been able to get a phone number for corporate. Can you help?Sincerely, *************************

  Business response

  06/16/2022

  We do require further information as the exact facility is not mentioned and from our records the name of the person filing the complaint is not actually a tenant on a lease but perhaps a relative? However, if this has to do with Storage King USA Apex, we have two elevators and there hasn't been a time in the last year where both have been down at the same time. Perhaps it's an elevator that is closer to their unit that was down? There was a parts shortage due to the ongoing global logistics challenges, thus the vendor tried multiple times to implement temporary fixes, all of those proved to be just that, temporary, unfortunately. The parts are finally in and it is scheduled to be repaired comprehensively tomorrow. 

  Customer response

  06/21/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Storage ****************************************************** storage unit along with several others were burglarized and we've lost thousands of dollars worth of items. Almost half of what was in our unit was taken. We found out that several of their cameras on the property don't work and many of them are presumably dummy cameras since we were told the footage isn't viable. This facility is NOT secure. The footage that they DO have only covers a 7 day period and the staff recorded OVER it even though they were told that law enforcement would need to review it. The manager has been avoiding us and when we finally got a hold of him, he was hostile, unprofessional, and accused us of lying (even though other units were also broken into). And the girl in the office is very rude. They knew that items were stolen from multiple units and never contacted other affected renters. They have not been helpful or cooperated with law enforcement AT ALL. Crimes have been committed in their facility and they do not care at all. Not one apology and no offer to make anything right. ZERO customer service or basic human decency/empathy. THIS IS NOT how to run a business. We moved all of our remaining things out and would like our money back since the company did not fulfill its end of the contract- they were supposed to provide a secure space for our belongings.

  Customer response

  11/12/2021

  
  
  
   
  
  

*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. ↩