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Initial Complaint
12/11/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
In May of 2022 I rented a storage unit from Storage King USA in *******, *****, In August of **************************************************************************************************** my apartment complex. On August 28, 2024 we went to the unit to start moving our items. We found the unit to be totally destroyed by a flood caused by plumbing problems from an apartment above the unit. There was mold, fungus growing and lots of damage to our property. We immediately contacted the manager and told him of our findings. We were told we would have to file a claim on our renters insurance. This was not our fault. If we had been informed when the flood happened we could have saved our property. The flood had happened quite a while back due to seeing all of the mold and fungus. I sent a registered letter to coorporate and but the refused to accept the letter. I also had an attorney send them a letter and they refused to answer it. so, this is my next step before getting my lawyer involved in a law suit. I have a lot of pictures and video to back up this claim
Initial Complaint
11/07/2024
Complaint Type:
Order Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I signed a rental aggreement 2 months ago. They bait you with a cheap online price and within 60 days uped my rent significantly. The managers and office staff there are attrocious. *** and ***** are very lazy and not helpful. I tried talking to both of them and they acted like it wasn't their problem. If you go into the office *** is playing on his phone and takes minutes to address you. Nothing in my rental aggrement says my rate would go up. I wish I would have read the reviews before moving here. I found 4 other places near by with lower rates not. I tried talking to *** and ***** about this to see if there was anything they could do about the price, and both said they don't think so and made no attempt to even try. I've filed a formal complaint with other agency about their practice of advertising a price then changing it within 60 days. Very bad business practice. I've now had to pay to move again and want to be compensated for moving expenses.
Business response
11/08/2024
Thank you for your feedback. Please email us at ******************************** and let us know which Storage King USA location you have stored at, and we will get you to the right person to assist you.
Customer response
11/19/2024

Complaint: 22525779

I am rejecting this response because: The location is 10550 Fishtrap Rd ******, TX *****

Sincerely,

***** ********
Business response
11/19/2024
Hello,

To forward this to the appropriate district manager, we need the facility location from the customer. The initial email that the customer sent did not include the address. Thank you.
Customer response
11/21/2024
As said before. It's the location in ************* Address is **********************; ******, **
Customer response
11/21/2024

Complaint: 22525779

I am rejecting this response because: I have provided the address. But here it is again. **********************; ******, *** You are scamming customers and i want my money refunded

Sincerely,

***** ********
Business response
11/21/2024
Hello,
The tenant moved in on 8/16 and received notice on 10/16 that a scheduled rate increase of $27 would become effective 12/16. This was four months notice, not two months as the customer mentioned. The lease agreement clearly states that the rate can be changed with a 30-day notice, but the customer was given 60 days notice. We attempted to make contact on 11/8, but the call went to voicemail. We left a voicemail advising the customer to look at this section of their contract. If the customer has any further questions, please feel free to reach out to ************************************** you.
Customer response
11/21/2024

Complaint: 22525779

I am rejecting this response because: After reading the reviews I see that is your scam. You get people in the door and change rates in the first few months. Your front office people have terrible customer service. When i asked for the corporate number, the *** told me to ****** it. Rediculous!! They were unwilling to even ask if there could be other arrangements made. So instead of working with me, now you're unit is empty and I've moved.

Sincerely,

***** ********
Business response
12/13/2024
Hello,

We have not received any additional feedback from the customer. We are still unable to process his refund as explained in our previous email.

Thank you.
Customer response
12/13/2024

Complaint: 22525779

I am rejecting this response because: I have called that office and asked for the corportate number. They won't give it to me. You're bait and switch tactic should be illegal. I now understand the terrible reviews and why most of your units are empty

Sincerely,

***** ********
Initial Complaint
10/02/2024
Complaint Type:
Billing Issues
Status:
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.
When I first moved to the area in Jan 024 I was homeless & rented a storage unit in Feb 024 until June 024. I didn't need it in june but a friend that was moving asked me to put some stuff there for the month & gave me half the cost. I had cleaned out my possessions so was like fine & allowed her ***** July my things were all out and didn't see point in needing to travel and go but for a table/extender another client there had left I asked if I could use to raise my things off floor from cockroahes/mice there. When I left that was what I left. In July I ate the charge for the unit essentially & just noticed in Aug they also charged me and hadn't noticed at the time with personal stress going on. Then I began noticing tho had not used the storage unit since June they were weekly attempting to continue to charge me for the unit yet never called about it mind you. The cost of the unit was *****. On set 6th they changed the charge to ***** & yesterday attempted 165.54.Considering when before leaving I would go and pay for the unit in person each month and left in june this is harassment. I've begun placing my money in the savings of my card only transferring individual sales every time I use it now for months. Due to this August charge I was short on my rent and had stress of catchup. I've blocked them from charging my card through the company yet they continue to in boredom I assume do so. I'd like them to stop the financial garnishment & refund because of that the cost of july/august they erroneously charged I let slide for the unit in the amount of ******.
Customer response
10/03/2024
So I sent the complaint in yesterday. Either they are really bored or the screenshot of thier attempt to charge just now of ****** which is a total in regard to the cost of the storage unit I rented from them an attempt to charge when unit was ***** for four months with the $20 late fee and an additional $4.46 tacked on.
Which then tracks with my claim that **** was actual last time I used the unit and felt I was being generous ignoring in my anxiety letting the full unit cost charge slide instead of just $20 to remove tables another client left I asked if I could use while renting the unit which had been left behind.
when that one charge in july put me behind in rent and I delt with the passive aggressive as though I was just making s*** up and only paid off the amount last month when I am on a fixed income. And if you sent the response back to them and this was thier response to contact me in such a way in financial harassment. I would truely like the funds returned from those charges stated before. Non contact going forward from the business and potentially if yall do that in consideration of the harassment whatever reparation in addition you'd deem appropriate because it's ridiculous. I'm well aware of the hit em where it counts f*** with thier money which is what they are obviously attempting so I'd hope you'd only consider it fair to do so to them.
Customer response
10/03/2024
I apologize noticing 30 min time limit I mentioned but didn't upload photo. I moved into residence in june and they waived the rent in june from 10th when moved in to following month.
In July the unexpected charge I let slide that month caused me to be short $20.
In August the charge caused me to be ***** short towards the rent deposit but I had obviously rounded it up to $100 as even number.
It was in August that I initially blocked them for charging the card not using the unit. They continued to make 2 charges at regular rental fee and within the week began attempting to charge the late fee for 17 charges through out September. You can also see that I had placed the money I had in some instance into the savings portion of the card and transferring amounts out as made amazon purchases. The last charge at $165.54 which resulted in me filing the report and the earlier update of $315.54 after I sent the report to you.
If after few payments they added the late fee then they knew I had not been there since June.
Thier actions go beyond bored into malicious at this point. If they are doing this to me how many others of thier rental clients are they?
Business response
10/18/2024
Thank you for letting us know about your recent experience. We will be looking into this issue and hope to resolve it promptly and accurately. May you please provide us with the location address? Please reach out to us at ******************************** and we'll work with you toward equitable resolution of any issues. Thank you for your business.
Initial Complaint
09/23/2024
Complaint Type:
Order Issues
Status:
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.
I am lodging a formal complaint against Storage Kings for unfair practices related to my recent storage unit rental. The following issues have arisen:Lack of Transparency: Manager Nay informed me that the lease includes a rate increase of 15-18% after four months, yet this was not mentioned in the rental agreement I reviewed. This omission impacted my decision to rent.Verbal Omission: *****, the property manager, did not disclose this rate increase during the unit tour. Had I known, I would not have rented the unit, as it affects my financial decision.Inability to Resolve: Nay, the current manager, acknowledged my concerns but lacks authority to override this policy. I was informed that both the District Manager and ***** have left the company, leaving me unable to escalate the issue.Franchise Limitations: Since this location operates as a franchise, corporate cannot assist, and Nay advised vacating before the October 20th billing cycle to avoid the increased rate.Storage Kings failure to disclose critical information has placed me in a financially difficult position. Their lack of transparency, combined with staffing changes, has left me feeling misled.I request that the BBB investigate and help resolve the issue. Specifically, I seek:A waiver of the undisclosed rate increase.A review of Storage Kings lease agreements for transparency.A formal response from Storage Kings.Thank you for your attention to this matter. I look forward to a resolution.
Business response
10/22/2024
Hello,

Our district manager has already discussed the customers concerns and offered to reduce the rate increase by 50%. Unfortunately, she has declined this offer and indicated that she will not accept any rate increase in the future. We want to clarify that, as stated in her lease agreement, we are unable to accommodate this request. If you have any further questions or concerns, please feel free to reach out to us at ********************************************************.

Thank you.
Customer response
10/22/2024

Complaint: 22324598

I am rejecting this response because the district manager was kind enough to call and offer me 50% off my increase and I thanked him for that (I never declined it), however I asked that he look at not increasing my rate at all the first year because it was unacceptable to me to enter into a year long agreement with any vendor and then have the rate raised immediately in the 2nd month.
It is not ok that this is an acceptable practice. I spent thousands of dollars moving the items into a new storage unit based on the rates and information given to me online and in person.
It feels like bait and switch when a company is allowed to lure a client in with a low rate and unexpectedly be permitted to raise it without any limitation.
I run a business and I would never even think of doing this to any of my clients.
This practice is unethical and needs to change.
Additionally, I told the Manager that I would accept the 50% but that I thought the right thing to do would be to keep the rate we both agreed to for the year.

Sincerely,

***** ********
Business response
10/24/2024
Hello,

The customer signed her lease at the end of June and subsequently received a 30-day rental increase notice, in accordance with the lease agreement, in mid-September. We acknowledge her frustration; however, we would like to emphasize that our rental practices are not predatory. The increase is a result of broader circumstances affecting all tenants, rather than being directed specifically at her or new renters. As a current tenant, she was notified of the price adjustment following our assessment in September. Please feel free to contact us at ******************************** if you have any further issues.

Thank you.

Customer response
10/25/2024

Complaint: 22324598

I am rejecting this response because: It is bait and switch. I signed an annual lease. I made the decision to spends more than $1000 moving to a new storage unit based on the rate I was quoted in writing and in person. Within a few months I had my rent raised. Additionally, the language in the agreement is not clear.

Sincerely,

***** ********
Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My names *************************** and my husband's name is ******************************* And we had a unit at king storage or storage kings on ******************************************* crossroads are(*****************) and the lady thats the manager for that property is *** she's about 5'3 or thin build short gray hair has a little bit of a limp when she walks. She has her husband that works there also. Well my husband and I have had a couple of issues with both *** and her husband bc if we violate a rule or something instead of her approaching us calm and let us know what the issue is she wants to come up all worked up talking to us very loudly ans when we attempt to ask questions or explain why we did whatever the issue may have been and then her immediate response is, " ***** you have to be out by this weekend!" Every single time. I don't know what I or we did to the lady but she doesn't do this to anyone else. Well we ended up having to leave sometime in the beginning of the month 06-01-2024 and she won't let me in the building to get my stuff and I need my stuff back. *** is saying that my husband can come get it but he has to call before 1pm she will give us 4 hours to get our stuff out but I can't help him at all. We don't have anyone to ask for help. We only have each other. I've never done anything to her for her to be that way to me. I clean the parking lot every single morning so *** and her husband do not have to go in the heat and do it bc it's hot outside. And I do it for free I sweep the floors. I don't get why *** has an issue with me we haven't ever had any issues prior. There's a thick layer of bird p*** all over sidewalk near the entrance. People are living in their units ppl climbing over the top of the units to break in. And I've told them. Please contact me at ************ anytime I really have no clothes no shoes no nothing bc *** won't allow me to get any of my things
Business response
08/05/2024
Thank you for your feedback we have asked our District Manager to look into this matter further. Upon investigation, it has been noted that *************************** is not named as the tenant of this storage unit and is not on the rental agreement. The actual named tenant, *******************************, who is listed on the rental agreement, was given a ten day notice to vacate because it was discovered they were staying on the property, in the unit, which is not permitted. Food was also found in the unit,which is prohibited according to the rental agreement. The tenant was notified that he needed to vacate during office hours and needed to do so in the same day, not over multiple days. Complainant became rude and used foul language with our staff and is no longer allowed on the property.
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Let me start by saying that I have had from 1 to 4 units rented at this facility for approx. 3 years and have paid from $100 to $350 a month. This month they had advertised on their website $39 a month for a 10ft x 10ft unit. I rented one (They are usually about $100). My mother was using part of one of my units, so I had her rent one online for $39 as well, to free up some space. I said online $39 for a 10ft x 10ft unit on the upper level (climate controlled). When we got there they gave her a unit on the basement level, as far from the elevator as you could get. This is a problem because she is 82 yrs old. I needed her to be on the same level as my units are on because of her age and so forth. When I rented mine online they gave me one on the upper level as stated, the next day they put her in the basement. This is false advertising and I want them to put her on the same level as I am on, so I can watch, help her if needed. If we wait until one opens on the upper level they will charge a much larger price (the sale will be over) and they charge a $29 administration fee as well (which she would not have to pay again if they gave us the right unit to begin with. I contacted the business, the lady there said she had nothing to do with it (which she didn't). I spent over 2 hours trying to find a corporate headquarters number or emai l with no luck trying to resolve this issue. There is no way to contact anyone with more senority than the one that works at the local level and they are no help.
Business response
04/01/2024
Thank you for your feedback. Your review is very concerning to us. We have asked our District Manager to investigate this further and reach out to you. If you do not hear from the District Manager in five (5) business days, please reach out to us at ******************************** and we'll work with you toward equitable resolution of any issues. Thanks for your business.
Initial Complaint
12/16/2023
Complaint Type:
Service or Repair Issues
Status:
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.
There saying I didn't pay for 2 months storage kings ************** a ***** ***************************
Business response
12/26/2023
We are sorry to hear about this and have asked our District Manager to contact you immediately. If you do not hear back from someone at Storage King USA, please email ******************************** for further assistance.
Initial Complaint
11/14/2023
Complaint Type:
Order Issues
Status:
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.
On or around July 13, 2023 I signed a contract with storage king USA at ********************************************************************************************. For the remainder of July and all of August I was charged $172.78 as a military discount with the understanding per the contract that starting in September 2023 the price would go to ******, agin per the contract. Then today November 14, 2023 I noticed I was charged $155.49. I talked with a lady that explained to me that storage king USA sent an email advising me of the price change. I dont think its fair that all they have to do if they fell like arbitrarily increasing the price all they have to do is send an email. I feel like they increase the price with the mind set of there is nothing we can do about it. They can say come get your stuff like it that way easy for me. This is not fair. Price increase is not in the contract.
Business response
11/29/2023
The customer did move in on July 13th under a two month 50% off discount, not a military discount as stated in the complaint, and there is a properly executed lease on file. In September and October, the rate reverted to the street rate for that type of unit at that time. The customer was emailed a rate increase notice on 9/13/23 for an increase for the 11/13/23 billing cycle. This increase falls within the 4-month period which is standard for rate increases. Please note Section 25 of the rental agreement which states:
25. CHANGES: All items of this Lease, including but without limitation, the monthly rental rate, conditions of occupancy and
other fees and charges are subject to change at the option of the Owner upon thirty (30) days ' prior written notice to the
Tenant. If so changed, the Tenant may terminate this Lease on the effective date of such change by giving the Owner ten (10)
days ' prior written notice of termination after receiving notice of the change. If the Tenant does not give such notice of
termination, the change shall become effective on the date stated in the Owner 's notice and shall thereafter apply to the
occupancy hereunder
Initial Complaint
05/16/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I provided the company with a new account number for payment as my account was compromised with fraudulent activity. They continued charging the old card. Now they have added a $150 fee to mt acft and are threatening to sell my items. I am going to make the payment because i do not want to lose my things but i would like my monet back for the $150 late fee.
Business response
05/17/2023
Hello,

Please let us know the city/state in which your storage is located, and we'll escalate your issue to the appropriate management personnel immediately.
Initial Complaint
03/07/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My account is on autopay and they keep charging me late fees. I just called the ********** location and the manager ****** was extremely rude and unprofessional when I asked her why they keep doing that to me. She said "it was too much paperwork and emails to get my fees waived" so she didn't want to start the process of refunding me. They really need to get rid of customer service employees that hate doing their job in this company. I worked customer service for many many years and I tried my best to put myself in customers shoes and fix the problem. She also blamed my bank for the autopay not processing but then proceeded to process my payment over the phone with the same card on file. I don't know what her problem is but this was not my fault and all she did was leave the late fees pending because I refused to pay it instead of starting the refund process. Can someone reach out to anyone above her in charge to help me please. I just want the late fees waived because my credit card on file with them is completely valid.
Business response
03/10/2023
We have given the customer a one-time late fee waiver.
Customer response
03/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is agreeable even though only one late fee was waived after the inconvenience they put me through and the rude customer service from the manager at the facility. I'm actually worried she will retaliate with my belongings being at her disposal at any given time and she has access to my storage unit. Any advice moving forward?

Sincerely,

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

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