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          Business Profile

          Storage Units

          Bolt Storage - Bristol, VA

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Storage Units.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            12/08/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Answered
            I spoke to a woman on the phone from bolt storage and she said my unit was a promotional price of 69.99 a month for three months. I only authorized that amount but bolt storage took $108. Then they took $127 from my credit card without my permission and it was the wrong amount! They owe me $96 and I just paid them $88 because they were threatening to lock me out of my unit then charge me $50 lock out fee. I only have a 10x20 and a person said I did not get the promotional price because it is a 10x25 and it's not! It is 10x20. It was on the promotional price. They are severely over charging me and they stole $127 from my card and took $108 when it was supposed to have been only 69.99. I got the unit sep 26th and they said I got it in August which is not the truth at all. I have the bank statements as proof.

            Business response

            12/11/2023

            We have no record of any calls from this tenant. Our records indicate everything was done online by herself. She has also only communicated with us via written communication only. She rented a unit online selected the size she wanted, paid the bill, and setup autopay. All of this was done by herself on our website. She selected a 10x20 unit that is normally $149 but had a promotion on it for $50 off the first 3 months bringing the rent down to $99 a month. She also selected our tenant protection plan at $9 a month. Bringing her total to $108 for the first 3 months. However, she was given a credit for leaving a review of $20 which left her last payment of $88. We also waived her $15 late fee as she did not pay her November rent until December. Attached are screenshots of:-The unit and promo she selected online by herself.-Her account where it shows it was created by her online.-That on 9/19 she paid her bill herself online.-It shows she setup autopay herself. -Her account info which shows her unit she selected with the move in date of 9/19. Her account is accurate for what she selected and wanted to rent. I also have her storage agreement that shows her rent as $149 signed and dated on 9/19/2023 at 10:23 pm. I ran out of room to attach this as well. 

          • Initial Complaint

            05/31/2022

            Complaint Type:
            Order Issues
            Status:
            Answered
            On March 30, 2022. I, a storage renter, received an email from RC Storage that Bolt Storage had purchased the storage rental property and will be scheduled to take over starting March 24, 2022. My rental agreement went through the 21st of each month for $100/mo for a 10x20 storage unit (****). My first payment would be April 21, 2022, to Bolt Storage. On May 4th, I received an email from Bolt Storage stating that my monthly storage amount for 10x20 unit increased from $100 to $139. I have paid $100 on time by April 21st then $139 on time on May 21. Then on May 21, May 23, May 25 & May 28th, I have received emails stating that I owe $13.65 for the following from Bolt Storage: Your current account balance due for payment is: $13.65 This balance includes: $9.00 due on 5/21/2022 for Unit *** Insurance Premium (item *********) $4.65 due on 5/21/2022 for Unit *** rent for Prorated Unit *** Insurance Premium (item #********) I have sent the business a couple of emails stating that I do not owe for Rental Insurance and have paid my rental fee of $139/month on time. Bolt continues to say that they will charge me $13.65 plus an additional $15 for being late on paying the rental insurance, which I have not purchased or agreed to purchase. when I click on the "Contact Us" button on their website. their contact address as Bolt Storage - ******* *** **** **** ** *** ***** *** ***** ** ***** **** ***** ** does not exist) I have not signed an agreement to purchase storage rental insurance through Bolt Storage. Bolt Storage continues to email me stating that I owe for storage rental insurance. According to Virginia State Law, § 38.2-1883. Requirements for sale of self storage insurance. A. 2. State that the purchase of coverage by a customer of self storage insurance is not required in order to lease a self storage. Resolution: I would like Bolt Storage to write an apology, read the Virginia State Law, and stop sending me notices for Storage Rental Insurance. Thank you.

            Business response

            05/31/2022

            We just learned recently that the state of VA has a separate statue governing self-storage insurance. We are currently fixing this in our system as it was automated. The customer's account is updated, he does not owe us any tenant insurance or late fees at all. We do apologize for this oversight! 

            Customer response

            06/21/2022

            I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ********

            Customer response

            06/27/2022

            I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. To whom it may concerning  Complaint ID #******** Bolt Storage continues to break Virginia State Statute  § 38.2-1883. Requirements for sale of self storage insurance. I request that this complaint not be close.  How many more people is Bolt Storage bullying to pay rental insurance? Bolt Storage has not apologized to me.  They have sent me another notice to pay storage rental insurance of $10.90 on top of the monthly rental fee of $139 for unit #***. Thank you **** ******** 

            Business response

            06/28/2022

            We spoke with our attorneys and are not breaking any laws. We understand that you are not in agreeance with our policy. However, we are willing to work out a resolution from you to avoid this additional charge. But you have failed to respond in writing your agreeance. 

          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. ↩

          BBB Rating & Accreditation

          A-

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 2

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          16038 Lee Hwy

          Bristol, VA 24202-3802

          Visit Website
          (276) 773-6006

          Customer Complaints Summary

          2 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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