Complaints

This profile includes complaints for Prime Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prime Storage

  85 Railroad Street Saratoga Springs, NY 12866

• 

  Prime Storage

  1260 Zerega Ave Bronx, NY 10462

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  Prime Storage

  901 Egg Harbor Rd Lindenwold, NJ 08021-1325

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  Prime Storage

  16-01 McBride Ave Fair Lawn, NJ 07410-2800

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  Prime Storage

  450 Haywood Rd Greenville, SC 29607-4303

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this service for 3 weeks of the month I paid for, canceled my services withing the time frame to not be charged again or penalties for not canceling it soon enough. I've reached out to them regarding this bill they confirmed it was a mistake but now debt collectors are contacting me over this. First it was 40$ and some change now it's 81, due to non payment... non payment for what I did what I was suppose to do but they still sent it to debt collectors instead of correcting their mistake. I no long have my paperwork for this but I'm sure they have records of me turning in my lock a week before I needed to and notified them of me canceling my services in a timely manner.

  Business Response

  Date: 04/10/2025

  Thank you for bringing this matter to our attention. We have removed Ms. **** from collection and she should not receive any further collection calls.  We apologize for any inconvenience. If there are further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 04/10/2025

  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. 
  
  Regards,
  
  ***** ****
  
  
  
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a rental agreement with Prime Storage on May 5, 2023. Prime Storage breached this contract and the implied covenant of good faith and fair dealing first by intentionally overcharging me for taxes and failing to give me the required 30 days’ notice that was stipulated in the contract before rental increases. I fell behind in my rent in July 2024. In August 2024, Prime Storage sent me a defective Default Notice that contained inaccurate charges. This is when I discovered they were overcharging me for taxes. Instead of promptly investigating my claims and complying with my request for a full itemization of my bills, Prime Storage kept adding fees to my account and tried to coerce me into signing a payment plan that was contingent upon me forfeiting my right to sue and my property rights if I did not pay all the disputed charges. When I was finally able to talk to Nina Soto, the facility's former manager, she assured me in a recorded phone call that she knew was being recorded that the foreclosure process would be halted until all my billing issues were resolved. However, District Manager Rudy G***** disregarded this agreement. He repeatedly threatened to sell my property if I did not pay all of the disputed charges. They also tried to coerce me into signing a one-sided settlement agreement. When this failed, they locked me out of my online account for months and led me to believe that my property had been sold. After my bill ballooned to over $1,000, they admitted that they had overcharged me but gave me conflicting figures. To date, I have not received the documentation I requested to verify my charges. Under duress, I travelled to Florida from the U.S. Virgin Islands to remove my property. I was shocked to find that my property was covered in rat feces and urine, which resulted in damage to my property and put my health at risk. I am seeking compensation for property damages and the substantial expenses I incurred to remove my property.

  Business Response

  Date: 03/14/2025

  Thank you for bringing this matter to our attention. All fees that Ms. ***** was charged were agreed upon by her in the Rental Agreement. On September 19, 2024, she was refunded $75, which included $41.35 as well as an additional $33.65 for any inconvenience.  Ms. ***** also received an additional check in the amount of $17.70, as an act of good faith in regard to the taxes.  On July 31, 2024, Ms. ***** was provided notice to the email address on file, of a rental rate increase that would be effective on September 5, 2024.   Ms. ***** was sent default notices in accordance with the Florida State lien laws.  Although Prime retained the ability auction Ms. Smith’s unit, it was held for several months. Even though she had an outstanding balance on her unit, over these months, management tried to reach an amicable solution and urged her to come remove her items from her unit free of charge.
  Additionally, as Ms. ***** is claiming rodent damages, it should be noted that per the signed Rental Agreement, Ms. ***** is responsible for pest control within her unit. As of February 10, 2025, Ms. ***** has been allowed on the property to remove all of her items and as a courtesy we waived and exempted from collections her outstanding balance of over $1,800. If there are further questions or concerns, please do not hesitate to reach out.
  

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Prime Storage attempts to avoid liability for its unfair, deceptive, and illegal business practices by relying on a Rental Agreement I signed on May 5, 2023, but Prime Storage breached this agreement and the implied covenant of good faith and fair dealing FIRST by acting in bad faith, intentionally overcharging me for taxes for about 11 months or more in violation of Florida tax laws, increasing my rent without proper notice, and failing to maintain sanitary conditions. Under duress, I traveled to Florida to remove my property on Feb. 10, 2025, and I found my property covered with rat feces and urine. I discovered that another tenant complained in July 2024 about the facility being rat-infested, but Prime Storage failed to inform me about this problem. Hence, they intentionally put my health at risk and created a public health hazard in violation of Florida and Miami-Dade County’s Sanitary Nuisance laws, which supersede their contractual agreement. Their negligence also resulted in substantial damage to my property. For the foregoing reasons and more, the rental agreement is null and void.  Prime Storage has not provided any evidence to support its assertions. Although they gave me a small credit and refund for the amount of money they claimed they overcharged me for taxes, they continued to overcharge me, and they never complied with my request for a full itemization of my charges or an accurate bill. So, I cannot validate the amount of taxes they claim I was overcharged or the outstanding balance they allege that I had on my account.  Instead of promptly addressing my complaints about being overcharged and not receiving proper notice of rental increases, Prime Storage seized my property based on two invalid Default Notices that contained inaccurate charges. Even though the manager at the time agreed to halt the foreclosure process until my concerns about disputed charges were resolved, Prime Storage also reneged on this agreement by continuing to add fees to my account and threatening to sell my property.  On Sept. 18, 2025, I filed a complaint against them with the Florida Department of Revenue. The next day, they tried to coerce me into signing a one-sided settlement agreement that required me to move out, and they only gave me one day to consider this inequitable offer. When I did not capitulate, they locked me out of my online account for about four months and led me to believe that my property had been sold. Prime Storage’s wrongful actions also caused me to suffer extreme emotional distress, anxiety, financial harm, inconvenience, embarrassment, and humiliation of which I am entitled to relief.Regards,******* *****

  Business Response

  Date: 03/18/2025

  We have addressed the complaints Ms. ***** is alleging previously with the Attorney General, and in our original response to the BBB. We waived all rental charges owed, and fees in accordance with lien laws waived so that Ms. ***** could retrieve her items, and her unit was vacated.  She continues to restate complaints.   Would it be possible to close out this complaint? 

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The agent, Vanessa, tried to rent me a space that was.2 completely unlit. When I complained, she changed the unit and told me to ignore the requests for more $$ due to the unit change. These requests for more money continued for another month. My landlord was involved because I was moving out. My $$ was tied up with another storage company which I had to cancel due to a different problem. Landlord paid initial bill with Prime Storage and deducted it from my rent deposit refund. Vanessa neglected to credit me the first month free, thereby overcharging me (via the landlord) by about $45-50. When I brought this to her attention, she said she would look into it. Then they added a late fee to the bill. I had to keep calling them to correct the situation. Meanwhile, they added more fees to my bill without a solution to the original problem(s). More late fees and threats to seize my belongings. Then my landlord informs me that she called, and he had a credit on his bank account. I received no communication from Prime except to ask for more $$. They still have not removed the late fees which happened because I didn't want to keep giving them $$ for nothing. It is not possible to pay them just what I owe. Their system is all or nothing.

  Business Response

  Date: 03/31/2025

  Thank you for bringing this matter to our attention. Ms. ***** originally rented a unit, but upon sight, she requested a different unit.  A refund was credited to the card on file, Ms. ***** and another individual had an agreement about who would pay the first month’s rent. As such, the other individual whose card was on file received the refund.  The Manager has been in contact with Ms. *****, we believe this matter to be resolved.   If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Prime Storage Sonoma on 2/3/2025 to inquire about renting a storage unit. I spoke with a corporate representative who does not work on site. I was quoted a “special deal” of $104 over the phone and was told I would receive a lease shortly. I called after I did not receive said lease and was informed the price was actually $146. I informed them what the corporate representative said and was told there was “nothing [they] could do.” I agreed to this price as it is consistent with market. I am moving in on a Sunday, so I visited the location on 2/7 to view the storage unit and make sure I knew how to access the property. The storage unit I was assigned had a functional, but broken door, and I was offered a different unit at the same rate. On-site I was told they would follow up with the updated lease. I called today, 2/14 to ask the lease to be sent as I had not received it. When I received it, the lease claimed a price of $266 a month. I called to ask why the number had gone up so drastically, and my call was directed to a very unhelpful representative who once again told me there was “nothing [they] could do” in general, and when I asked to speak to a superior, they claimed there was nothing they could do over the weekend (it’s a Friday morning) because I had switched units. Now I am set to move in, and I have already paid $46.99 to reserve the unit, and before I have even moved my things in, the price has nearly doubled. Extremely concerning sales tactics with little to no transparency and customer representatives who are unwilling to help. I’m looking forward to receiving an updated lease that shows a restoration of my unit’s rental price to the originally quoted and agreed upon price of $142/month, and a more positive working relationship going forward.

  Business Response

  Date: 03/07/2025

  Thank you for bringing this matter to our attention. Ms. ****** originally rented a unit, but upon sight, she requested a different unit.  Due to a human error there was a difference in the rental rate in the rental agreement, however the Facility Manager was in the process of a rent adjustment when Ms. ****** chose to cancel her agreement. We apologize for any inconvenience Ms. ****** may have experienced, as an act of good faith Ms. ****** was credited the remaining amount of $46.99 on her account March 5, 2025.  If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Prime Storage due to their continuous failure to fulfill their contractual obligation regarding a referral promotion. Despite repeated follow-ups over several months, they have not honored their agreement. Below is a timeline of events detailing their failure to resolve this matter: April 2024: I referred 2 units under Prime Storage’s referral program, which promised a $100 gift card per referral. June-December 2024: called and checked in with staff. December 20, 2024: I sent an email following up on the unfulfilled gift cards. December 23, 2024: Prime Storage resent a new DocuSign agreement. January 13, 2025: I followed up again, stating the issue was still unresolved. January 18, 2025: Prime Storage responded, stating the gift cards would be processed and received before the end of January. January 31, 2025: I sent an email confirming that I should be receiving the gift cards that day. Ralph, the local manager, confirmed the same day that they should arrive. February 1, 2025: I notified Ralph that I had not received the gift cards. He replied the same day, stating he would send a follow-up to his manager. February 4, 2025: I sent an email stating: “I feel the slippery slope of unfulfilled promises getting muddy... No need to advise of status, just performance.” February 7, 2025: I sent a final follow-up, allowing Prime Storage one last opportunity to fulfill their promise and contractual obligation. To date, Prime Storage has failed to honor their agreement. Their ongoing delays, miscommunication, and disregard for fulfilling a signed contract demonstrate poor business ethics and unprofessionalism. This experience has been frustrating, time-consuming, and unacceptable. I am requesting that Prime Storage immediately issue the two referral gift cards they contractually owe me, along with additional compensation for the prolonged inconvenience and negligence. I appreciate the BBB’s assistance in holding Prime Storage accountable.

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. Mr. ****** did not complete the required paperwork for this referral. The referral form has been processed as of February 19, 2025. Please allow for up to eight weeks of processing time. If there are further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I correctly completed the paperwork that was sent over by Prime Storage and confirmed with their local staff. As of February 20, 2025, I have only received one (1) gift card. Due to the length of this ongoing saga, I am requesting the remaining gift card for my two (2) referrals along with one (1) additional gift card for the additional time and inconvenience in this matter.
  Regards,
  ******* ******
  
  
  
  
  

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease to rent a storage unit from Prime Storage on Oct 10, 2024. They offer a very good deal to get new customers in with a first month free and a lower rate if you act fast. The first issue I had was regarding their required insurance if the customer's home owner policy does not cover property kept in a storage unit. I confirmed that my insurance policy with USAA does in fact cover it. I sent my policy which states that as well as a letter from USAA confirming that. They still charged me for their policy. They said that what I sent wasn't sufficient proof of coverage. Regarding the letter, Dayna at the front desk told me that people fake those by making up letterheads. So that amounts to an extra $17 per month for a policy I neither want nor need as I am already covered. Next, in December I was informed that my monthly charge would go from $101 per month to $147 per month. This is after paying for 2 months of rent, an increase of 55%. I called Dayna when I received that notice to let her know I thought that was quite unreasonable. She said she'd try to do something about that. I am then informed that my original contract is null and void because I forgot to check the box indicating whether or not I am active military. It was an oversight. The new contract they want me to sign still has me paying for the insurance and still shows the full new 55% higher rate. I delivered new documents from my insurance company and said that I would sign if the rate were lowered to what Dayna told me the new rate could be, $112, and if the insurance is removed as my homeowners already covers my property in storage. Her DM says he won't lower the rate unless I sign the contract as is. I am now still paid through Feb 9, but they've locked the code for entry. I want to remove my things prior to the 9th and move on rather than sign with them for more time. I'm even willing to pay a penalty. They charged me through Feb 9 and are denying my access to my unit and belongings.

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. Mr. ***** did not complete a mandatory field on his rental agreement, acknowledging that he was military, therefore the manager asked that he sign a new rental agreement reflecting that, however Mr. ***** refused to sign an updated agreement and provide the military addendum. A credit in the amount of $224.00 was applied to his account on February 12, 2024. Mr. ***** has vacated his unit. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/30/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The elevator hasn’t worked in over a month. I cannot get my stuff off of the 2nd floor. They haven’t gotten the elevator fixed and do not seem to be in a hurry. I also have a special needs child that I can’t get up the stairs. We have been paying our bill but have no access to get our stuff. We will need it within the the next month or 2 as we are trying to move. This isn’t a good business practice for a storage facility. I just want the elevator fixed. Simple solution. I pay monthly and on time. I deserve access to my stuff. They did give us a bottom unit for the stuff we were trying to put in the other units but we need to get stuff out soon. Thank you

  Business Response

  Date: 02/06/2025

  Thank you for bringing this matter to our attention. We appreciate the frustration Ms. ******** has experienced, however, the facility has been actively working to resolve the issue.  As of February 6, there is an elevator she is able to use. Additionally, Ms. ******** has been provided with a unit on the first floor. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My storage rental went up $100 from (orginally $164) December to January, when asked ask i was told it was done by a computer and they couldn't provide more information. When I spoke to the facility manager she told me that they would adjust my rental price, I was charged $265 and told they moving forward it would be lower. I asked if everyone with the same storage unit size was increased by $100 and i was told NO.

  Business Response

  Date: 01/28/2025

  Thank you for bringing this matter to our attention. The issue has been resolved with the Facility Manager, and a credit was issued January 14, 2025. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A bill was issued for payment with an extra charge . After multiple phone calls It was figured it was an insurance storage fee, to email the paperwork to show insurance on dates being charged , and so proof was sent. Would like reimbursement for extra charge please, there was no notice no phone call no email. It is a great place, with great people, it is just an unnecessary charge.

  Business Response

  Date: 01/21/2025

  Thank you for bringing this matter to our attention. A credit was issued January 20, 2025. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a storage unit from them for over 10 years. Over the summer I moved into a new house. I moved all of my stuff out. I set a move out date of over 15 days. There was an issue with the gentleman that was at the facility doing the move out. I had to wait for the manager. She was out due to a fire in her apartment. We were finally able ti do the move out on the 15th day. I got charged the next month’s bill. I contacted them they said that they wouldn’t refund it. That they know it was their fault but they do not do refunds. They told me to dispute it with my bank. I tried that and my bank said that since it was a long term recurring charge I had to contact the merchant. So I called them back and they said that they would look into it and call me back. I have not heard from them in two weeks.

  Business Response

  Date: 02/04/2025

  Thank you for bringing this matter to our attention.  Per the Occupancy Agreement, Ms. ************ agreed that if she did not remove her lock after terminating her Agreement that she may be charged rent for that month. If there are further questions or concerns, please do not hesitate to reach out.