Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company is trying to force me out. Stating I violated my lease but won't provide evidence of said violation. I have been harassed and threatened with eviction several times. Now the have disabled my account and red locked my unit.

  Business response

  12/16/2024

  ****** ****** was evicted from his unit due to multiple lease violations including staying onsite well after access hours were over on multiple occasions as well as loitering inside of his storage unit. ****** also made threatening gestures to the staff imitating a gun with his fingers and "shooting" the manager as they walked by him. The team does not feel safe with him at the location and he did not adhere to the rules outlined in the lease. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have been renting unit #*** at Just Storage (which has gone through several changes in name since) 2018. When we signed our contract the rate was ***** - we currently pay $103+ a month for the SAME unit, we have not received price increase notices during our time having this unit. Most Recently I spoke with the manager for a payment arrangement (life chaos happened and we couldnt make the monthly payment on time). They agreed to wait for the payment end of month (ie 6 days later than normal date) they applied a LIEN fee before I could get the payment, making us unable to make the payment as arranged with them. They continue to hike up the price of the unit, when on their site they advertise the SAME unit for significantly lower pricing

  Business response

  09/13/2024

  I have reviewed the complaint from *****************************. To address her concerns: 1. Current rental rate: Her current rate of $86 a month (not including any insurance plans), was established by the prior company running the storage facility, Extra Space. That company gave her that rent increase on 10/26/23, four months before our company, JustStorage, took over management of the facility. Any communication about that increase would have been the responsibility of Extra Space. JustStorage assumed responsibility of the facility on 2/26/24. Since that date, JustStorage has not increase her rent any further so she would not have received any notifications from us. That said, as an act of good faith, I have lowered her rent to the current market rate of $34 which I am not obligated to do. I also gave her a credit of $150 to counter the Lien Fee and Auction Fee she received and paid for although we have NO legal obligation to do so. I have called ******* using the phone number we have on file for her and left her a voice message to call me to discuss her account. If she calls me back I will walk her through her ledger and what we have done to assist her during her "life chaos". Again, we have done nothing wrong. The actions I took are seen as optional and not due to anything JustStorage has done with any malicious intent. We will not be paying her requested settlement of $927 since we have not done anything illegal. The lower rental rate(more than half of her prior rate) and the $150 is all we will be providing her. 

  Customer response

  09/18/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been a customer at the ************,**** location for almost 4 years. I had so many terrible customer service experiences but never have I been locked out and no one was available to help. I use my storage space for my business and come in and out very frequently. I came Sunday to get items for a job and my code didn't work and neither did any of my previous codes. We called the number on the door and the lady on the phone was no help. She gave me a code that didn't work and then when it didn't she replied I don't know what to tell you. This nonchalant response really upset me as I was booked for a $800 job that day. I had to cancel my job and ******************* due to this situation. I went in today and spoke with the man inside. He says the codes aren't working but not once was any communication sent out to state this. I asked him for a manager so that I could file a complaint because missing out on money doesn't work for me when you will be looking for my storage payment on the 29th but I missed out on $800 due to something caused by the business. He claimed he couldn't give me any contact information for a manager but would have someone call me. I gave him my business card and this was at 10:00am this morning. It is currently 9:07 PM and I haven't received a call from your company. This lack of concern for my loss has me beyond upset. I feel that there is no empathy for the loss I have had to take due to the company's incompetence. Something that could have been as simple as a return phone call and decent customer service now has to be escalated. I don't appreciate disrespect especially when I pay a monthly fee and have been doing so for years.

  Business response

  08/20/2024

  Dear BBB regarding *********************. The complaint was submitted on 8/12/2024. We talked Jowan the following day Aug 13, 2024 at 11:34 AM. Our property manager, *****************************, noted the conversation as such and is noted on our internal customer ledgers: "Cust called back, She was not happy however was understanding after i offered her a free moth for the in conveyance. She asked when this will be fixed. I told her I am working on that for this to be resolved today." I issued a $172 credit that same day which equaled one months rent. At this point the customer seems to be satisfied and we have taken no other actions. I can be reached directly at ************************** or ************ if there are any other questions. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 02/29/2024 I tried to make a payment on my account (#******** a Storage facility (Life Storage) located at *********************************************************. That facility has been taken over by JUST STORAGE. My payment was due 03/05/2024 (I always pay early). Because the new owners had not set up their billing system I was unable to make the payment online; which I have done for 15 months now. I called the location and was told it would take some time for the system to be up and running. They wanted my financial (card number) over the phone to make the payment. I informed them I was not comfortable doing so and would wait until their system was functional. My payment became late as their system took some time to be up and running. I made March's payment along with a FORCED charge of insurance coverage (of which I didn't have for the past 15 months.) Following my complete payment I went to retrieve my belongings from the storage locker before the next payment was due and was DENIED ACCESS to the premises. No one was at the facilty to assist me. Now we are into April and I have made ******* payment with another forced insurance charge and am STILL DENIED ACCESS to the premises; as I went there once again to retrieve my belongings and once again no one was at locale to assist me. I would have emptied the locker before ******* due date but because of denied access I was forced to make ******* payment. I notified an attendant (by phone) on the second attempt of being denied access and was informed she would pass on my situation to a manager. She did offer for me to go back to the locker and she would give me a temporary pass code to get in. Having to bother someone to take me as I don't drive I informed her that was not convienient. I want a refund of ******* payment and 2 forced insurance payments of $12.00 each. I would have emptied the locker before ***** had I not been locked out. These are the telephone numbers listed for the locale: ************** and **************

  Business response

  04/16/2024

  In response to this complaint from *************************, I have personally called her on 4/15/24 at 3:44pm PST &  4/16/24 at 9:08am PST. She did not answer and I left a detailed voice message with my contact information. I also sent her an email today, 4/16/24, requesting her to call me directly at ************ or email directly at ************************** to resolve her concerns. We would be happy to clear this up asap. We just need her to reach out to me.

  Thanks,

  ***************, VP of Operations for JustStorage LLC

  Customer response

  04/18/2024

   
  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.
  
  **************************************************

*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. ↩