Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/30/2025

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  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

  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

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have about had it with this facility. I have been WAY OVER CHARGED twice now. I have repeatedly called in to get it fixed and it is still charging me TWICE as much as what I am supposed to be. The website said this unit was $40 a month and it was confirmed at the time I moved into the unit. WHY AM I BEING CHARGED $89!? I want this fixed this and a credit on my account.

  Business response

  01/09/2025

  Thank you for bringing this matter to our attention. A credit was  issued January 03, 2025, and the manager has been in contact with Ms. *******. If there are further questions or concerns, please do not hesitate to reach out.

  Customer response

  01/09/2025

  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

  12/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a senior citizen over six years old and have been dealing with prime storage for almost a year has taken our money, charge extra economical fees, put liens against our property in order to take our property and that is called BETH or fraud. I reached out in the beginning of November to make my October‘s payment on my storage unit, which is due at the end of every month I call every single day for 30 days from 10 in the morning till six at night every 30 minutes. No one returned my call. No one picks up the phone I leave messages. No one returns my calls and then they wait until the end of the month and send out a default notice, so therefore they come in the office to send a default notice, but they can’t return customers call and then charge a late fee a fee and all kind of fees which are illegal so I am following the plane because I want something done about this. This is happening too much and my call log on my phone will show that I call every single day every 30 minutes and no one reaches out to me and then finally my husband had to go up there then they’re in the office. This is ridiculous. Something needs to be done. These fees needs to be waived because I’m not going to pay for their mistake if I have to I will take it to a higher power. Thank you.

  Business response

  12/30/2024

  The manager has reached out to Mr. ****** multiple times to review his account and billing. As a gesture of goodwill, one late fee was waived for each unit he rents. Please reach out if there are any further questions or concerns.

  Customer response

  12/30/2024

  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. THE BUSINESS HAS NOT TRIED TO CONTACT ME AT ALL, I CALL EVERY DAY, NO ONE ANSWERS THE PHONE, NOW THAT I FILED, THE BUSINESS LIES TO YOU.  I MEED A PHONE CALL FROM THE BUSINESS TO RESOLVE MY ISSUE AND CLEAR MY ACCOUNT AMICABLY OR I SM FILING A LAWSUIT  Regards, *** ******  

  Business response

  01/02/2025

  Thank you for bringing this matter to our attention. The manager had a conversation with Mr. ****** and Mrs. ******* on December 31, 2024. Please reach out if there are any further questions or concerns.

  Customer response

  01/03/2025

  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

  11/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The storage company arbitrarily raised the cost of my unit and now every single time I get an bill from them, its for more money. They charged me a late fee for a month when I wasn't late and never refunded me. They now are threatening to take my stuff. My billing date is the 12th of each month. I only owe November's payment but they already charged me for December and sent me that threatening letter. I don't want them to use that inflated amount as a pretext to take everything my family and I have. I will take my things out of there right after I make the Nov payment. I can't bear for that to happen. My fathers ashes are in my storage unit. Please assist.

  Business response

  01/02/2025

  Thank you for bringing this matter to our attention.  While we appreciate these concerns, the monthly rent was significantly below market rates and was identified to be increased in the normal course of business after providing notice in accordance with their lease agreement. Fees that the tenant may accrue are outlined on the first page of the lease agreement that was signed and agreed upon by the customer.  Furthermore, the manager has been in contact with the customer regarding their account status.  If there are further questions or concerns, please do not hesitate to reach out. 

• Initial Complaint

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented my unit in March of this year. I had to move out of my apartment so my roommate and myself put pretty much our whole house in the unit. I had got behind on my payment, and my roommate and I went out separate ways. My roommate and her boyfriend took it upon theirselves to contact the facility and tell them I was incarcerated and he was my dad. They took the facility the payment that was due and they gave them access to my unit, and even sold them new locks to put on it. So I ask the facility why they cut my locks for them. They tell me they didn’t cut the locks for them but they cut them because it was going to be auctioned. This was on 10/30. They said they had cut the locks like a week prior. So I look at my mail and see where it wasn’t even eligible for auction until 11/2. First, why did my unit sit with no locks at all. Second why did they give my belongings away? Third when I went to the facility to get the locks cut bc I can’t even access my unit the lady working made it clear she wasn’t trying to help me and acted like she didn’t know exactly how and only half cut the lock. I still haven’t been able to get into my unit. I went back up there a few days ago and the lady working who obviously is who gave my stuff away would not finish cutting the locks bc my payment is now past due. Like I told her though I’m not paying when I have no idea what is even in there. She refused to give me her supervisors contact info. Since then I have called the headquarters and tried to speak to the owner 3 times. Every time he has been busy. I of course left messages. I have yet to get a call back. I had some very valuable things in there that I know are gone because someone that bought my art collection showed me what they bought and told me from whom. I contacted law enforcement, but they can’t do anything until I’m able to see what’s missing. I’m to the point of obtaining legal representation since no one respond. This is the Haywood rd. Greenville,SC location.

  Business response

  12/06/2024

  Thank you for bringing this matter to our attention. The manager has reached out to Ms. ***** numerous times to discuss this matter; however, Ms. ***** has been unresponsive.  Ms. ***** should reach out to the facility directly should she have any questions or concerns.  

• Initial Complaint

  11/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a storage unit at Prime Storage in Walden New York I went online and saw that it was $102 with first month free rent for October and when I mention this to the office manager George who is very nice person he told me that I have to contact Corporate I reserved this online, I made Mutiple emails to Corporate nobody has gotten back to me. My email that is link to my account is *******************************  I would like to know where is my October month free rent

  Business response

  11/18/2024

  Thank you for bringing this matter to our attention. A refund was  issued November 18, 2024.  If there are further questions or concerns, please do not hesitate to reach out.
  

  Customer response

  11/18/2024

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

*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. ↩