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

  65 Freemans Bridge Rd. Schenectady, NY 12302

• 

  Prime Storage

  100 Von Roll Dr. Schenectady, NY 12306

• 

  Prime Storage

  128 Dix Ave. Glens Falls, NY 12801

• 

  Prime Storage

  655 Route 9, Wilton Gansevoort, NY 12831

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:10/07/2022

  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 originally paid at the end of June to have my stuff put in storage because I was going to be away for 6 months. I asked for my date to be the end of the month because I get disability from the military July. I get a bill due on the 23rd That wasn't supposed to be my date so I had to go in there at the beginning of August and I asked requested for it to be moved to the 28th that did not happen. So I got Charles the late fee and all this other stuff. So at the beginning of September they were supposed to have moved the date and they removed the late fee. So now at the end of September I'm still getting messages on the 23rd when my date was supposed to be the 28th. I went up there on the 2nd or 3rd of October and there was a lock already on my storage location which from the 28th. I have 5 days of a grace period to pay which gives me time for me getting my disability at the end of the month. They put a lock on there saying that I was charged a late fee for not paying the prorated amount on the 28th which doesn't make sense. How would I get charged a late fee for not paying a prorated amount when the due date is the 28th which means I still should have had 5 days to pay everything, not pay that and pay a late fee on top of it when clearly I won't have money until the end of the month. So which was the whole point of me moving the date in the first place. They're refusing to remove the late fee and trying to charge me a late fee and prorated amount before I can get to any of my stuff

  Business Response

  Date: 10/19/2022

  Thank you for bringing this matter to our attention. Upon review, we have determined that Tenant was charged a late fee as he failed to pay the required prorated rent amount due for September 23rd - September 27th which was due prior to his new rent payment date being effective. Furthermore, he did not pay his rent due on September 28th until October 7th and was charged a late fee accordingly.  As a one-time courtesy, we waived the late fee charged for August. If there are further questions or concerns, please do not hesitate to reach out. 

  Customer Answer

  Date: 11/14/2022

  
  
  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. 
  
  This place is or has horrible customer service. They lie bad. The customer service call center told me three different people told me my date for payment had not be changed properly in the system, but let the facility tell it was. They messed it up the first 2 months they fixed and still charged me a proration and specifically said this will be due on the new payment date.. With all dates there's a 5 day grace period I get paid at the end of the month. They put a lock on my unit before day 4. Stating oh the prorated was actually due on the new date. What sense does it make to have that payment due on that date when They were well aware that I don't get paid until the last day of every month. I would never agree to that. They went on and on about how they explained that and I asked them to repeat themselves and they said we told you it was due on the new date. That doesn't mean it is actually due then and I don't get the same grace. As I would with my normal payment. Then they lied and said I made that payment late Which I did because I waited over a week for the district manager and somebody above them to call me and they refuse to Not even to allow me to be heard to hear my side or anything. Very unprofessional. I call customer service several times. They escalated it and still to this day nobody has still called me and this was the beginning of October. If you can avoid this place do so.. The manager is terrible and doesn't know how to do her job and fix her own mistakes which they happen it's human nature but to lie to your boss to cover yourself and your boss doesn't do their job and contact the customer says what about the way the business is run??

  
  Regards,
  
  Kyle Lowrie
  
  
  
  

  
  

• Initial Complaint

  Date:10/05/2022

  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.

  In June 2022 I filed a insurance claim/report with Prime storage on Wilkins Ave in Baltimore MD. Several items including a cooler, wagon, canopy and a folding table were stolen from my unit after the management team marked my unit for auction and cut my lock off. Upon my next visit to the unit I noticed this and saw that my items were missing. Several months have passed with no resolve to my issue of stolen items and after seeing that the security gate which is supposed to required a pin to enter was never closed (even at 1-2AM) and that there were several individuals LIVING in the units across from and around my unit I decided to move out. This was 1.5 months ago and I’m still receiving notices of “late or past due” payments. I’ve called corporate several times, called the office and even went to visit the office (sign on the door always says at lunch even at 10am and 3pm) with no resolution to my issue. The management at the location I utilized is a joke. My unit was H072. I wish to be reimbursed for my stolen items and to have the late charges for my unit removed before the mishandling of this issue ends up negatively impacting my credit score.

  Business Response

  Date: 10/19/2022

  Thank you for bringing this matter to our attention. We have spoken to tenant explain that he was charged a move-out for not providing proper notice. As a courtesy, fees and charges were refunded. Furthermore, are working with tenant to seek a resolution on his claim regarding stolen items. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:09/29/2022

  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.

  Items were disposed after I called to let them know I will return to remove items. within one hour I returned and the items were gone and account charged a 100 removal fee.

  Business Response

  Date: 10/13/2022

  Thank you for bringing this matter to our attention. Please be advised that, as a gesture of goodwill, we waived his monthly rental fee on September 29, 2022. As such, we consider this matter as having been closed on that date.  

• Initial Complaint

  Date:08/26/2022

  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.

  On August 25, I received a notice from Prime Storage that my account was past due by five days and they were charging me a $40 late fee. I had NEVER received a first or second notice that it was due in the first place. Also five days doesn't seem like a very long time to justify charging a late fee. After telling General Manager Tina Walker that, she told me to check my spam folder. That's where their poorly formatted messages were. I never saw them. They clearly run into this issue often enough to know that's where I should have looked for the emails and I said as much asking them for a one-time courtesy on the late fee. They won't extend a courtesy for a late fee they essentially guarantee they'll get to collect because their emails don't get delivered. Their system also won't let me pay the balance minus the $40 late fee I'm trying to contest.

  Business Response

  Date: 08/31/2022

  Thank you for bringing this matter to our attention. Please be advised that as a gesture of goodwill,  the late fee was credited on August 31, 2022 and tenant was informed of the same. As such, we consider this matter as having been closed on that date.

• Initial Complaint

  Date:08/23/2022

  Type:Product 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.

  My monthly renewal is 23rd of every month and I know their policy to give 15 days termination notice prior to renewal. I called on 8/6/22 (Saturday) to cancel my rental storage unit. I sent an email on 8/7/22 to cancel the unit and also left a message but no one is responding. Their advertisement is saying that canceling is easy, you just have to leave a message. No one is answering the call. On 8/8/22, I called and asked if they have received my cancellation call and email. I also said that the unit is clear and vacant. Joan F*******, GM, said that they have received it and sent me a $0 invoice. Then, I looked at my credit card and there was $35 charge. First, they should have sent me an email to let me know that there is a $35 fee instead of me finding out on my own. Second, I called and emailed them to let them know that the unit was vacant. No one is answering my phone call. Prime storage should always be available to answer a call and it’s scrupulous practice to charge someone’s credit card without their knowledge. I already sent an email to Joan and also through Prime Storage website. She responded on 8/15/22 and that was her last response. Please return my $35

  Business Response

  Date: 08/31/2022

  Thank you for bringing this matter to our attention. Please be advised that a refund of $35 was issued on August 24, 2022 and the customer was informed of the same.  As such, we consider this matter as having been closed on that date.

  Customer Answer

  Date: 09/05/2022

  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:08/22/2022

  Type:Product 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.

  If you are over 30 days late this company will lock you of online and phone payments. They insist you make payments in person This is a storage unit rental company that requires accounts over 30 days to pay in person. This highly transient customer base. I was have been over 30 days on payments and have attempted to pay in person. The office is often closed during regular business hours. When you call their customer service to arrange payment they are unhelpful. Home storage makes it impossible to pay your bill so that they can rack up late fees and send you threatening letters. I have attempted to reach out to their management in their corporate office I have asked to speak with district managers no one returns my calls. This company is a scam that makes money charging people late fees and hidden costs

  Business Response

  Date: 09/16/2022

  Thank you for bringing this matter to our attention. Please be advised that we have been trying to reach the customer for a number of weeks and have been unable to reach her. Please reach out the store directly for any further assistance.

• Initial Complaint

  Date:08/22/2022

  Type:Product 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 had a unit with the Midland GA location and I fell into some hard times and let the unit default and go to auction. No issue, however after the auction I received a letter stating it was sold and I was owed $384.00 from the sale and to contact the local branch to pick up the funds, I contacted them and was told it was an automatic corporate thing and they would issue the check. A few weeks pass by and I contact corporate and they said it was a local thing & still 2 months later with no check in hand.

  Business Response

  Date: 08/26/2022

  Thank you for bringing this matter to our attention.  Please be advised that a check was reissued on August 24, 2022 and customer was notified of the same. As such, we consider this matter resolved.

  Customer Answer

  Date: 08/30/2022

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

• Initial Complaint

  Date:08/12/2022

  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.

  The issue is rent payment- Prime storage changed my address on their records in error in the past and my credit card was being charged monthly for the rent. My credit card was compromised and the charges did not go through since 06-14-2022. My son received a certifies letter as an additional contact. I was then made aware of the issue and called them, I told them I would pay the back rent , but they have cut my $ 150 lock and charged many fees $ 350 in fees due to their mistake. I have spoken to the manager and he cannot waive fees, I am unable to speak to a supervisor higher up the chain of command. They offer to waive $ 100 of the fees. My position is I will pay the past due rent. My desired result is a replacement lock or refund and waiving of the fees, it was there mistake.

  Business Response

  Date: 08/19/2022

  Thank you for bringing this matter to our attention.  We have been in contact with Mr. **** and have agreed to waive the fees and provide a free lock.  We now consider this matter closed.

• Initial Complaint

  Date:08/03/2022

  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 started a rental unit with Prime Storage on March 23rd of 2022. My unit price was $75/month. After 3 months and without notice, they increased by rate 65% to over $122. This is purely a bait and switch, illegal tactic. It cost me money, time, and resources to move my belongings into the Prime Storage unit. I thought they had a good reputation but that is clearly not the case. Had I known they would have increased my rate 65% within such a short period of time, i would never have moved my belongings in. This is no way to run a business and is unfair practice. After talking with the general manager, Keisha W*****, she informed me this is typical of their practice. The only resolution she offered was to talk with their 'Temp District Manager', Jason T****** for an alternative. Nothing has happened since. It's clearly part of Prime Storage's illegal bait and switch tactics. Now I'm faced with more expenses, time, and money to move to a reputable company who does not increase their rates on customers. All because Prime Storage runs an unfair practice.

  Business Response

  Date: 08/04/2022

  Thank you for reaching out regarding this matter. While we can appreciate Mr. *********’s concerns, his monthly rent has been significantly under market rates and was identified to be increased in the normal course of business after providing notice in accordance with Mr. *********’s lease agreement. Nonetheless, management has worked with Mr. *********’s and offered a rate adjustment. As such, we consider this matter resolved. If there are further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 08/05/2022

  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. 

  This is illegal 'bait and switch' business tactics and Prime Storage should be reported to the Interstate Commerce Commission. Not only have I found competitive rates elsewhere but to bait a customer in, charge initiation fees, get the customer comfortable and then increase their rates 65% is unfair. and illegal and the public needs protection from these types of practices. All other storage facilities I have talked to have stated they would lock the rates in for 6 months minimum. 

  Regards,
  
  ***** *********
  
  
  
  

  
  

  Business Response

  Date: 08/09/2022

  Please see relevant section of lease stating that we can increase the monthly rental charge. 

  

   

  In addition, Mr. ********* was sent a notice of rental rate increase on 6/17.  His rate increase was effective on 7/23, more than 30 days after the notice was given.

• Initial Complaint

  Date:07/18/2022

  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.

  On 07/13/22 I reached out to the Prime Storage facility in New Bedford, MA in an attempt to get a few extra days for my pmt. (my hope was to avoid the late fee). I was informed that there was nothing they could do to help me. I asked if I'd be able to avoid the late fee if I made my payment by midnight on the 15th, since they allow a 5 day grace period & my pmt. due date is the 10th of every month, which she confirmed was correct. On the 15th I logged into my acct. to make my pmt. & I discovered that I'd already been charged the $67.40 late fee. I attempted to make my reg. pmt. anyway, but there was no way to do so w/o also paying the late fee. I spoke to the manager again early yest. afternoon & although she admitted to giving me incorrect info, she proceeded to give me reasons as to why it was my fault that this happened. After going back & forth w/ her she told me that the only thing she could do was have someone call me on Monday. She called me back a little while later w/ a supposed "solution"; I was told my only option would be to pay 80% of my bill & vacate the unit within 24 hours, which I explained was not feasible. I was clearly upset & became even more upset by the condescending manner in which she spoke to me. The call ended w/ her telling me that she wasn't going to sit on the phone while I yelled at her & she proceeded to hang up on me. I unexpectedly lost my husband on 10/30 & was left w/ no income. I had to rent a storage unit due to my 12' × 16' shed being destroyed by the company I paid to move it. I'm up day & night trying to sell my belongings on **** in order to make ends meet while I wait for my disability claim to be processed. My chronic health issues continue to be exasperated by the mistakes of others. Removing the late fee is the right thing to do since I attempted to make my pmt. prior to midnight on the 15th, which is when I was told I needed to pay it in order to avoid the late fee. Multiple emails & calls have been met w/ no response.

  Business Response

  Date: 07/22/2022

  Thank you for bringing this matter to our attention. Please be advised that we spoke with Ms. ******* and, as a gesture of goodwill, refunded the late fee on July 22, 2022. As such, we consider this matter as having been closed on that date.

  Customer Answer

  Date: 07/22/2022

  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.  I received a call from a member of the Prime Storage team a few hours ago and the woman I spoke to removed the late fee, as requested. Thank you for your time! 

   Regards,

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