ComplaintsforCompass Self Storage, LLC

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a situation starting in April. I went to my storage unit one day, I found feces and urine in my unit. I notified the manager, he said he will look into it. Then, I cane back to see if the feces and urine was gone. Unfortunately, it got worse, it was on some of our belongings. I asked the manager if I can get transferred to another unit. He tells me hey can't transfer me. So, I decided to get my stuff out due to lack of help from the company. Then, the manager tells me that he could transfer, but it was too late. Therefore, I asked for a refund due to me leaving my unit almost 3 weeks early on my lease. Then, I got everything out on May 19th. I asked for a refund due to the situation of rodent issue. I contacted the corporate office several times to try to resolve this matter. The district manager emailed me saying that they can't help me because I chose to leave early on my lease. I said to him, I left because you have a rat infestation, so I didn't want any of the belongings to be further damaged. So I had to pay $98 to this company, plus my other storage was $108. I would like some compensation for both amounts stated. Plus, the time that I had clean the unit and the gas to go back and forth to the other storage. If you need any more information, I will definitely provide what is needed. Thank you.

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i had a storage unit purchased with this location in November, due to me facing homelessness and unemployed i was unable to make a payment. I was informed the storage unit has been trying to get in contact with me but i was not reciving any missed calls, it was brought to my attention the wrong number had been put in the system. i personally changed my contact information. here it is now april 18th my storage unit is up for auction i called april 18th to explain to the worker i did not have full amount on my card so i asked do i have till the end of the day or the shift to make my payment ? he was unsure and informed me he will speak with the maneger and give me a call back the following day (19th). i called the very next morning to make my payment to be told my unit has been sold to auction. i was told he attempted to call me several times after he spoke with the manager to inform me i needed to pay the full payment by a certain time that day. i explained to him i never recieved a call . the following day i called to speak with the manager i was informend although i updated my contact information it was noted and not put into the system so the staff was still contacting a number i been updated. due to that SIMPLE mistake of either the staff not updating my number in the system or the staff contacting me (april18th) going based off the number presented instead of "in the notes" I LOST ALL MY ITEMS AND THEY DID NOT CARE OR TRY TO DO ANYTHING ABOUT IT ALTHOUGH I DIDNT MAKE A PAYMENT I HAD ALL 698$ TO MAKE SURE I DIDNT NOT LOSE MY ITEMS.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2 months ago I rented a unit from this facility that I’ve used numerous times in the past, always being on the 2nd floor. This time I got a 1st floor unit. This was an emergency unit that I needed. When I got to the facility and signed up, there was a pest control guy there and they were talking about mice to the employees. I overheard this and wasn’t surprised a few mice might be around, but what I didn’t expect was the unit I would be renting would be covered in mouse urine and droppings. I have this video taped from the day I rented the unit. I went to the office the first day and made a note of it. The girls there are great but they can’t do everything. Broken glass in the unit, mouse droppings everywhere, the smell of mouse urine is heavy and there was a DEAD ROTTEN MOUSE in the corner of the unit that I have on video. Some photos attached as well, Now again, this was an emergency unit and I had already paid someone by the hour to help me move my things into the unit. I was forced to stick with the unit because financially I had no other choice. The mice are still active in my unit, and the last visit the pest control was there again. Clearly mice are all over the place in this building on this floor. I never saw a mouse when renting the 2nd floor. I am working to remove my items and put them in another facility over the next month which I will now have to pay for again. Mice are chewing on things, pissing on things. The facility is clearly aware of this problem since pest control is there so much. So it’s ridiculous to pay $250 for a urine filled, dead mouse, mouse dropping unit. I’ve paid $400 into it so far, only to have to pay someone to move everything again so my belongings don’t get ruined by the smell and fecal damage. I don’t think it’s fair I have to pay for this. I have $150 into the unit with discount for the first month. $250 into the 2nd month + the $200 I paid someone to help me move and now I have to pay them again to get me out of this unit

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have a storage unit at Compass Self Storage. When I purchased the unit it wasn't owned by Compass. Compass took over approximately a year ago. Ever since Compass Self Storage has taken over the billing has been a constant mess and incorrect. Compass has a policy to inform their customers at least 30 days before a pay increase. Compass hasn't followed their policy. This is the 2nd time that I haven't received a 30 day notice of a pay increase, which occurred in December 2023. When I called Compassed Storage I was given the district managers number to address this issue. I have called the district manager over 5 times, and have yet to receive a response. I received a rude call from a manager named ******* who has gotten very inappropriate. Informing me that the District Manager stated that he will not return my phone call to address the issue. I find it odd that I can receive late payment notices, but never receive the rate increase at the 30 day window or at all. To date I have still not received the pay increase letter. I am confused as to why a Manager ******* is very comfortable being rude and disrespectful towards a customer. I have had encounters with the 2 other managers who have always been polite and respectful. I was told by ******* that their is a mix up on my address and that Compass storage still has my old address. But I informed ******* that, that wasn't true because the late notice has the correct florida address on the outside of the letter that is shown on the envelope. But on the body of the letter it has the old address. I asked for that to be correctly three times. ******* rudely refused and tried to yell and scream at me on the telephone, so I disconnected the call. Let alone a man shouldn't talk to a female like that but especially not a manger to a customer. I would like cooperate and the BBB to get involved because the way this is being handled is wrong and I don't appreciate being bullied over a storage unit.

  Business response

  02/16/2024

  Re:  Complaint ID: ******** on behalf of. ****** *********
  
  I am in receipt of complaint ******** made by ****** *********. Per Section 11 of the lease signed by the tenant, rent is subject to change based on market conditions and is done so upon thirty (30) days written notice. Compass has a month-to-month agreement with our self-storage customers. The advertised price of New Rentals reflects incentives geared towards attracting new move-ins. Rental Rate changes are made in accordance with market pricing.
  
  A rate increase notice was sent out to the address on file at each rate increase instance, which can be viewed on the customers ledger. We understand her frustration; however, we are unable to refund a rate difference when rate increase notices were provided, and the tenant continued to rent. Contact me with any questions or if you need additional information.   
  
  Sincerely,
  
  ****** *********
  Operations Manager

  Customer response

  02/17/2024

  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.  Please see the attachment of the email sent on Friday 2/16/24.  If Compas Storage sent me a pay increase notice within 30 days of the pay increase than why is my name misspelled on the email and why are they asking for my address.  They stated that they sent me notice but it is proof on the email that they don't have my name and address correct.  This is the second increase and the second time that I have not received notice.  I reside in Florida and that is why I have continued to rent the unit.  Compass is not following their policy and the email is proof.  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *********
  
  
  
  
   

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They advertise the size of storage shed I rent at 119 dollars a month but they have been increasing my rent every 6 months for years to the point that my rent has now gone up to 260 dollars a month which is over twice the price they advertise with no stopping point that they have been able to tell me. Is my rent going to continue tp increase forever? Will I eventually be charged 500 dollars a month to rent a storage shed?

  Business response

  02/07/2024

  Re:  Complaint ID: ********** behalf of. *** ****** 
  
  I am in receipt of complaint ******** made by *** ******* Per Section 11 of the lease signed by the tenant, rent is subject to change at the option of the Owner upon thirty (30) days prior written notice to the Occupant. A rate increase notice was sent out to the address on file at each rate increase instance, which can be viewed on the customers ledger.  
  
  The rate increase was below competitive rates to nearby self-storage facilities.  We understand her frustration; however, we are unable to refund a rate difference when rate increase notices were provided, and the tenant continued to rent.
  
  Contact me with any questions or if you need additional information.   
  
  Sincerely,
  
  Amanda *********
  Operations Manager

  Customer response

  02/07/2024

  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 rate increase is not comparable to other rated in the area if anyone was charging 260 dollars month for a 10x12 unit they would never get rented. Yes you "notified me of the rate increases" but the clause in the contract is there so that when inflation increases you can then change my rent from the original 59.00 dollars a month to the new rate of 119.00 dollars a month which would have been fine. But increasing my rent EVERY SIX MONTHS to where my rent is now MORE THAN DOUBLE what that size unit would rent for is an abuse of that clause in the contract. It absolutley is not what the intent of that clause was for and you know it.
  
  Regards,
  
  *** ******
  
  
  
  
   

  Business response

  02/09/2024

  Compass has a month-to-month agreement with our self-storage customers. In that agreement, we reserve the option to change the rental rate upon thirty (30) days prior written notice to the Occupant. The advertised price of New Rentals reflects incentives geared towards attracting new move-ins. Rental Rate changes are made in accordance with market pricing. We understand that rental increases may be frustrating to some customers, but we maintain that Compass has acted in good faith in accordance with the rental agreement signed by the tenant.

  Customer response

  02/09/2024

  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.
  
  Charging me over twice the advertised price comes pretty close to false advertising and if my price reflects the "fair market price" then why isn't everyone paying the same price as me? You don't get to pick and choose who you charge 260 if that's the "fair market price" it should be the same price for EVERYONE unless you jack up new customers prices to 260 after their first 1 or 2 months free. If you're that desperate for the cash then maybe you shouldn't offer new customers 1 or 2 months free.
  
  Regards,
  
  *** ******
  
  
  
  
   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I emptied my unit **** by helpers i am a single mom on 1/28/2024, i went back on 1/29/2024 to clean the unit i had a back board to a bed a mattress and a side rail i proceeded to the dumpster with my son who was here from the marines to help me i was stopped by manager who at first said that was only for boxes and i told her there was furniture already there what was the difference then she proceeded to say well dumpster its to full rent a truck for those three items and move them. I told her are you serious i just returned the trick and gave no extra money. She proceeded to say you will get charged. I called main customer service number for corporate to call me back and they never did. On 1/30 i got an email that she will continue charging me and i emailed her reminding her of what happened she proceeded to say no trash in dumpster. Please help than you. The locaton is compass self storage ******* ** *****

  Business response

  02/07/2024

  Re:  Complaint ID: ******** on behalf of. ****** ********
  
  I am in receipt of complaint ******** made by ****** ********
  
  Our company policy states that when moving out, the unit must be completely empty, or the tenant will be charged for us to arrange clean up. The waste company does not allow furniture in the bins; therefore, this tenant was stopped from throwing the furniture away and informed it needed to be removed from the site. Ms. ******** put the items back in her unit and after multiple calls and email reminders to pick up her property, the account was closed, and we paid to have the items removed.
  
  Contact me with any questions or if you need additional information.   
  
  Sincerely,
  
  Amanda *********
  Operations Manager

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've stored my belongings at Compass Storage for over a year, only to find out that a significant portion has been stolen. When I contacted them about the emergency at my unit, they provided a false insurance number. After an hour of trying to reach them again, the manager, Jazmin, suggested another insurance company with a suspiciously made-up name. The number she gave was disconnected, and her response implied a lack of concern. They failed to provide a reference number for the insurance, and overall, the management appears indifferent and potentially involved in the theft, showing little effort to help customers recover their items.

  Business response

  02/06/2024

  I am in receipt of complaint ******** made by ***** ****** 
  
  During the week of January 31, 2024, we contacted Mr. ***** regarding his unit not having a lock on. Our store manager put one of our locks on it and requested the tenant come to the facility as soon as possible to check the unit and provide a lock. Mr. ***** came to the facility days later and requested insurance information. Our tenants are offered to enroll in insurance or carry their own on a unit.
  
  We understand Mr. ***** is frustrated regarding his belongings and we suggest he files a proper insurance claim with his insurance provider.
  
  Contact me with any questions or if you need additional information.   
  
  
  Sincerely,
  
  Amanda *********
  Operations Manager

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a storage unit from Compass in June 2022. In the period of 18 months, they increased my rate three times. After the first increase, I complained because I had not received any notice. I went into the office and changed the address they had on file. They increased the rate in the summer of 2023 and once again did not provide any notice - they claimed they sent a letter to my old address which was not true because I had my mail forwarded. Once again in December 2023 they increased my rate again. They have refused to use my current address and each time they claim to have mailed a letter to my old address. I have since moved out of the storage unit, but I want a refund for the difference in rates.

  Business response

  01/24/2024

  To Whom It May Concern: 

  I am in receipt of complaint ******** made by ******* ******** Per Section 11 of the lease signed by Ms. *******, rent is subject to change at the option of the Owner upon thirty (30) days prior written notice to the Occupant. A rate increase notice was sent out to the address on file at each rate increase instance, which can be viewed on the customers ledger.  
  
  The rate increase was below competitive rates to nearby self-storage facilities.  We understand her frustration; however, we are unable to refund a rate difference when rate increase notices were provided and the tenant continued to rent.
  
  Contact me with any questions or if you need additional information.   
  
  Sincerely,
  
  Amanda *********
  Operations Manager

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Compass Self storage, ****** ***. ******* and ****, threatened to auction my belongings. I have communicated with them via email, that I am on health/family emergency in Panamá. My phone only works with WhatsApp: ****************. My friend, Ms. ***** *******, contacted them multiple times offering payment to stop the auction process. My Daugher spoke with them in person, and they finally yesterday, accepted payment of $660.00.(receipts are attached). Today, my friend noticed that they added more charges to her card, When she complained, they said that the additional charges would be reimbursed. When she checked, she realised that they returned the reimbursed her card in full. Now, they are threatening with auctioning my belongings. I just returned from second visit to E.R., in two days, with severe hypertension, due to emotional duress. This is a scam, because they accept payment and promise to remove lien, then they over charge the credit card. If you notice the over charge and complain, they return to threats to sell your belongings. Do we need to get an attorney involved?

  Business response

  01/11/2024

  Good afternoon, 

  I am in receipt of complaint ******** made by ****** *******. Per company policy we do not discuss delinquent accounts via email and this customer has not been accessible by phone. The tenant’s daughter has since contacted our office to make the overdue payments on the account and the late fees have been credited due to the tenant traveling.  
  
  If you have any additional questions, please don’t hesitate to contact me.
  
  Sincerely,
  
  Amanda L********
  Operations Manager

  Customer response

  01/22/2024

  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.
  
  

  My two storage units are for: $142.00; and $65; according to the signed agreement. Compass Storage has several complaints and reviews against them because they arbitrarily increase the charges to customer’s units. To avoid auction,, my Daughter, did in fact make the payment of $660.00 for the months of Nov., and Dec.(again, additional charges were added) I am currently in ****** on family emergency trip. This is why my Daughter went to their office. They claim the do not discuss accounts via email, but this is how they send their messages. I get the notification that they read my messages, they just do not respond. My phone only works if called via WhatsApp: ** **************. I need them to communicate with me soon, so that I make a payment of: $140.00 + $65.00; wiling to pay the month of February now, but it has to be the amount agreed upon, without extra charges. My initial contacts weee with *******, and ****; they were very kind and professional with me when I first came ro Compass. Thank you for your time. Best, ****** ******* She/Her/Hers

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

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is there was a flood none came to my unit to clean I had to clean it myself now after that this place has Ben full of trash which is blocking my door then they put a dumpster blocking my unit again after it was clean so all month I e Ben limited access to my unit but still I have to pay $700 for something I haven’t Ben able to take or put thing away.

  Business response

  10/23/2023

  Our District Manager spoke with the customer and he was very understanding but frustrated with the trash build up that was blocking his unit.  He was informed about our cleanup and he acknowledged that the area was cleared to allow him access.  To fix this we will have the dumpster shifted to allow him vehicle access and provide him with a month credit for the inconvenience.

*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. ↩