Business Profile
Storage Units
Prime StorageHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
11/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Prime storage charged me an additional month's rent even though I honored my contract and moved out of the unit on time. The last day of the contract was Sunday October 13. I had called them two weeks prior saying I was moving out and would be out by the 13th. I also told the told the two workers on September 28 who were present at the on-site office that I would be gone by the 13th. I removed everything on the 13th including my padlock. The unit was totally empty. However my checking account was charged for $196 the next business day which would cover the next month's rent. I called the office and they said because the office was closed on Sunday the 13th they couldn't check the unit so you have to get charged for another month. Nobody told me about this. I honored the contract and should not have been charged a new month for an empty space.Business response
11/12/2024
Thank you for bringing this matter to our attention. A refund was issued November 8, 2024. If there are further questions or concerns, please do not hesitate to reach out.Initial Complaint
11/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Oct 1 . I noticed a charge to my account for 75 for cleaning when I Questioned The general manager about it. She became irate The next day when I go in.And she changed my access to the gate code tht went on for a week I called n they didn't know why but didn't fix it all week I was denied access to my unit finally 2 weeks later after calling repeatedly she terminated my lease and is keeping my belongingsBusiness response
11/18/2024
Thank you for bringing this matter to our attention. On numerous occasions, Ms. ***** violated the terms of her Rental Agreement and therefore her Agreement was terminated. The facility manager reached out to Ms. ***** multiple times to retrieve her belongings since her Rental Agreement was terminated, however she has been unresponsive. If she wishes to retrieve her items, she should reach out to the facility directly and coordinate a date and time by the end of business on November 22, 2024. If there are further questions or concerns, please do not hesitate to reach out.Initial Complaint
11/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I rented a storage unit back in June 2022 because I was scheduled to deploy with the military. After I return a year later I was behind a month. Further, I received a notice informing me that the unit was put in auction due to payment. I contacted them many times to resolve the issue however the manager always said that someone will contact me, which they never did. Because Prime Storage sent me a notice informing the auction and termination of my unit I was under the impression that the unit was sold since there were no follow ups after the notice. Instead, I've accumulated about 7,000 in debt because the unit has been active. The storage unit is claiming that because I am in the military they couldn't sell the unit. However, there was never any notice regarding the unit being active. Under SCRA I've asked many times for this unit agreement to be terminated. They're still telling me that someone will contact me. I am still waiting for a response like last time.Business response
11/08/2024
Thank you for bringing this matter to our attention. The manager has tried to contact the tenant numerous times via phone, text, and email over the past 11 months in an attempt to resolve this matter. Should the tenant have further concerns, we encourage them to call the facility. Please reach out if there are further questions or concerns.Business response
11/13/2024
This has been resolved with the Tenant and the Facility. Please reach out if there are further questions or concerns.Customer response
11/19/2024
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, Rafaelina C*****Initial Complaint
11/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was looking for a storage unit that i could move into immediately as I had an emergency, Their website claimed I could do that. Only after paying did i discover i was unable to move in until the next day. | I chose this unit soley the move in date. The manager has now refused ti refund 41 dollars of setup fee, They only got my business because of false advertising.Business response
11/05/2024
Thank you for bringing this matter to our attention. A refund was issued November 4, 2024. If there are further questions or concerns, please do not hesitate to reach out.Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The manager caught me and my lady having sex in our Storage. We got caught in the moment and things happened. He busted in our Storage just looking at my lady I had to tell him to move and stop looking at her. He immediately called his boss and lied and said I threatened him when I only called him a bitch. Now he's kicking us out because of his lie. And I just rented this unit a few days agoBusiness response
10/21/2024
Thank you for bringing this matter to our attention. Per the signed Rental Agreement Mr. ******** agreed that he cannot use the space for activity that is not related to the storage of personal property. Further, he agreed that, “there shall be no HABITABLE OCCUPANCY of the Space or the Facility…of any kind for any period […] and violation of these prohibitions shall be grounds for immediate termination of the Rental Agreement.” If there are further questions or concerns, please do not hesitate to reach out.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 21, 2024. I **** ****** paid said amount to move into storage unit 1010. My sister also **** ********** ******) was moving out of Unit #****. Upon entering the facility Prime Storage is posting) advertising "Refer a friend for an ****** Gift Card. My sister & I both inquired about the referral & the young lady took our info. She was a new employee said my sister. She rented from the facility for 3 years. The turnover rate is extremely high each time you go there would be a new person. This young lady was very unfamiliar, she obviously didn't come from another Prime Storage facility like the others because she was screwing up so bad. She moved me into 2 units that were already rented twice. The price she quoted she couldn't give because of some date the computer won't generate. I phone the corp office/customer center & was told numerous times I would receive a call back. No one is NEVER at the facility. I went in last week & the employee is sitting in the office lights off, door locked & a sign saying she'll return & this was 11:42 am. She finally unlocks the door 2hrs later as if the facility didn't open at 10:00 am. I've been told by several Prime Storage phone reps the ****** card will come to your email & that was a month ago. May-October is well over 90 days. We would like Prime Storage to stand on business & give us the ****** Gift card that's advertised for a referral. The signs are still up. ********* ****** Unit #**** ************************* ###-###-#### Moved out May 22, 2024 ********* ****** Unit **** ************************* ###-###-#### Moved in May 22, 2024Business response
10/25/2024
Thank you for bringing this matter to our attention. According to our records a referral form was not completed to receive the referral promotion, this must be completed to receive the promotion. The Facility has provided this form to Ms. ****** for promotion redemption. If there are further questions or concerns, please do not hesitate to reach out.Customer response
11/04/2024
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. I would like Prime Storage to pass the form needed to claim redemption for the gift card. I have NOT received a call or email from this business. When I drive in person to Prime Storage during regular business hours. No one is available. Prime Storage has not reached out to me via phone or email regarding the ****** card or my storage acct. Regards, **** ******Business response
11/05/2024
The manager at the location has spoken to Ms. ****** and confirmed that she has received the referral form.Initial Complaint
10/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Reserved online 2 storage units and a parking space. Once onsite, the parking space was not accessible for trailer storage. Informed office I could not use the space and therfore would not need the storage units either. Onsite manager informed me that they understood and would that all initial/previous charges would be reversed. Those charges (2 storage units & 1 parking space) have NOT been reversed or refunded.Business response
10/23/2024
Thank you for bringing this matter to our attention. A refund has been issued. If there are further questions or concerns, please do not hesitate to reach out.Customer response
10/28/2024
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* ***** *******Initial Complaint
10/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had an issue where my autopay was removed / turned off on their site. This is the 2nd time.thia has happened with them. They assured me if I added my bank account it would happen anymore, but it did. They tried debiting my account saying there was insufficient funds but I had plenty of monies in the account. I then went on once I found out and spoke to a rep via email and she tried explaining it, but it wasn't making sense so I requested the late fee be removed because I saw it as their issue due to them removing my autopay. They then never responded to that or my inquiry about their site (email uploaded). I would like for them to return any late fees they may have charged.Business response
10/09/2024
Thank you for bringing this matter to our attention. It appears that there was an issue with Mr. *******'s credit card. He should reach out to the card issuer if there are any further questions or concerns.Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I rented a unit at the end of May 2024. On the move in day it was realized that we needed a little bigger unit as several items didn't fit. Office already being closed for the day I called them the following day. Capri works at the Palm Desert location & is who I spoke to said it would be No Problem to switch units, 1st month remains Free. She gave me new unit # told me she would clean it up (blow out all the dirt) & to call when I arrived to inform them that I have moved my items over to the new unit, which I did since she does not work on Sundays. I have since paid 3 consecutive months rent on time. I went to access my unit on September 30th to learn that someone removed my lock (looks like with a crowbar) & replaced with a different lock making it impossible to access MY personal items. The office was of course closed so I left enraged having to wait until the following day to get some answers. Capri, who claims to be the manager had no answers, couldn't tell me what occurred or where my items were. She said she doesn't know, "it's a Big question mark" she said. I told her that's an unacceptable response! WHERE'S MY FREAKING STUFF? This is BS. Cut the lock on it now & like you did to mine & see if my stuff is in there. If not open every unit until you find where you moved my items WITHOUT MY PERMISSION OR KNOWLEDGE!! Check your "security cameras" check whatever measures you have in place to keep your customers belongings safe. This IS your business- keeping stored items safe. HOW DO YOU NOT KNOW WHAT'S GOING ON AT YOUR LOCATION?? IT'S A SMALL FACILITY - GET IT TOGETHER AND FIND MY STUFF BEFORE I COME DOWN THERE WITH THE POLICE AND FILE CHARGES against everyone involved!! This is Gross Negligence it's disgusting. I've made calls to the corporate office and escalated a message to the district manager; still waiting for answers!Business response
10/25/2024
Thank you for bringing this matter to our attention. Management has made numerous efforts to reach out to Ms. ****** in an effort to resolve this matter. Ms. ****** is encouraged to reach out to the facility if she requires further assistance.Initial Complaint
09/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In January 2023, using the company's website option, I signed up for a small storage unit at the Clinton, MD location for Prime Storage. On three separate occasions during a 2 week span, I went to the storage facility to get the keys and access the unit. On all three occasions, there was no one at the office to let me in, the door was locked. When I called from the car each time, there was a recording to leave a message. After the 3rd attempt, I called the office a few times and finally reached someone. I explained that because I made three attempts to access the storage facility but no one was available to help, I no longer wanted the storage unit and wanted to cancel the contract. The woman I spoke to apologized for the inconvenience and assured me she would cancel the contract and refund the money I paid for the first month. It is now September 2024 and I received a letter from a collections agency requesting payment for the 2nd month and other fees and penalties. I called the Clinton, MD location, explained the situation and someone took down my name and number and said I would receive a call from the District Manager within 24 hours. It has been 4 days and no call. I also called the Headquarters office on September 16 and explained the same situation and was told the local District manager would call me. I have not received a call. As a resolution, I want the collection account cancelled as I do not owe them money for something I was never able to access.Business response
10/08/2024
Thank you for bringing this matter to our attention. A collections exemption will be submitted. Please reach out if there are any further questions or concerns.
Customer response
10/08/2024
Prime Storage contacted me via phone and the issue has been resolved to my satisfaction.
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Customer Complaints Summary
145 total complaints in the last 3 years.
57 complaints closed in the last 12 months.
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