Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/31/24 i was looking to rent a storage unit called storage post and they told me they had limited inventory and what they have for me to lock it down I have to put a deposit and it a no obligation if I don't want it they always cancel it. They sent me and email for the lease I never signed it. Because I had changed my mind two months later I get a bill from storage post for unit I never signed the leased for. Called to canceled and ask for refund they told me because I put down a deposit with all of my information they never canceled the unit. And they have the right to not refund me because they kept storage of market. When I never signed no lease.

  

  Business response

  01/08/2025

  We will review your concern and reach out to you with an amicable solution.  If you need immediate help please reach out to us at ************.  We appreciate your business.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON Monday September 2 was the last day I saw all my items in the storage, that was the day I brought back all my equipment at 9am. Then on Sunday September 8, I came back to the storage around 10:30pm to drop some items. When I opened the storage, that's when I look inside and realized that half of my equipment was missing. That same day I put a police report. Police report number: ************. The storage company is aware and they have a police report number, but they don't want to process the claim because they want a paper report. I went to *********************************************************** that they don't give it out that all they need is the police report and they can start the claim. The ******************** to file a compliant with BBB. The storage company has the evidences of the people who stolen the items. They just don't want to start the claim because they want a police paper report and i explain to them that I am not able to get the report, I am only can provider the number .The worth of the total amount of items that was stolen was ******. The claim was posted on 9/8/24.

  

  Business response

  01/07/2025

  Thank you for reaching out.  We are in the process of reviewing your concerns and will reach out to you with in 48hrs.  If you need to reach us, please call ************.  Thank you

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had rented a climate controlled storage unit with insurance for approx 21 while in between apartments. When I went to move my furniture out of the unit I found majority of my furniture disgustingly covered with mold spores, approximately $3000 in damaged furniture . I filed a claim with the storage facility that day and was told to leave all the damaged furniture in the unit or my claim would not be acknowledged and was initially told it would take a week or two to hear back. I was then told a week later that it would 4-6 weeks. I have had to call every week as no one has ever contacted me back. It has now been almost 7 weeks and they send me an email to offer $250 to clean the damaged furniture. This offer is insulting, especially because I paid insurance on the unit and always paid on time. I tried to call the claims department to discuss with no response. Terrible customer care, terrible.

  

  Business response

  12/09/2024

  We are reviewing your issues and will reach out to you to discuss an amicable solution.  If you need us please call ************.  Thank you

  Customer response

  12/12/2024

   
  Complaint: 22646712
  
  I am rejecting their response.  I was told by the regional manager yesterday that ****** with the claims department would call me to discuss further within 24 hours. Their customer service is terrible.
  I have yet to receive a call,  but another offer letter for $500 to clean the damaged furniture I was told to leave in the storage unit 7 weeks ago and to my knowledge was disgarded!! I cant clean what I dont have. This is so frustrating. 
  

  Looking back at the pictures I took while in the storage unit,  there was some sort of substance on the floor /ceiling of the facility. The damaged furniture was in the back of the unit near the substance on floor. There is probably a leak or damaged pipe that could caused the water damage , ie the mold. I have asked many people if they have ever seen such damage and not one person has said yes. Especially in a climate controlled environment. 

  I feel like my loss is being disregarded and would appreciate this matter being taken seriously by the company. 

  Sincerely,
  
  Jade Nightstar

  

  Business response

  01/07/2025

  Jade, we will have a manager reach out to you.  I have reviewed internal communications from 12/16 with a resolution much higher than $500.  Not sure where the communication breakdown occurred, but we are working with you toward a more amicable solution to your needs.  Thank you for your patience.  Your will here from us shortly.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In May 2024 I contracted with Storage Post for a storage unit. Unit number 1310 the contract was for $167 a month, by September that rate had already gone up. I was billed $187. I hadn't been at this location for a year, not even 6 months when the increase happened. Im disappointed I've been miss lead, with such rapid increases I'm apprehensive about my future with this company. At this rate there's no telling what I'll be paying in the next few. Hopefully we can resolve this issue & the abrupt increases, and continue working together successfully. Feel free to contact me at ************ or ************. Thank you for your time on this matter.

  

  Business response

  12/05/2024

  We are reviewing you issue and we will reach out to work toward an amicable solution.  If you need to contact us, please call ************.  Thank you and we appreciate your business.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was working for a company that I needed to get a storage unit. I didnt realize when I got it that it was in my name and not my companies name. I am trying to close this but theyre telling me I need to be in person. One manager told me I can write a certified letter telling them exactly to cut the lock, remove the items, and close the account. I paid $5 to do exactly that. Now someone else is telling me they never received it and that they cant do that. Im getting different answers. The company I worked for ************* is taking responsibility but storage post isnt making that possible by changing their answers. Im in ************** and cant get to ***.

  

  Business response

  09/30/2024

  Thank you for reaching out.  We appreciate your concerns.  Have you requested your company to hire a moving company to close out your unit?  Everything inside is legally yours, but you can give anyone of your choosing access to your unit to close it out.  We will reach out to you to discuss your options or you may contact us at ************.  Thank you

  Customer response

  09/30/2024

   
  Complaint: 22355166
  
  I am rejecting this response because:
  They told me two separate things. I want them to honor what they said I could do which is to send a certified letter asking to close my unit. I spent $5 and my personal time going to send this letter out for what reason? 
  Sincerely,
  
  ********* ******

  

  Business response

  09/30/2024

  Thank you for reaching out, we will be contacting you to review your options, or you may contact us at ************. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I dont understand why storage post is always messing with our accounts. We just received an invoice of $264 as HRA is late with payments. They sent a check that same day and now I log into the account its saying $294! How?! ***! This isnt the first time something crazy like this occurred on our account! When Autumn was there we switched our accounts to a new unit and she charged me a fee I paid even got the receipt only for them to turn around put another crazy balance on my account after theyve been paid two months in advance by HRA only for them to lie on Autumn and say she never recorded it. You have cameras I had two witnesses with me when I paid! One thing about me is I will NEVER lie on someone this was so disgusting and opened my eyes to see how shady storage post is! A check of $264 is on its way HRA wont be paying that extra $30, for them to keep paying means that theres a need in the household. We dont have the extra $30 either. They literally sent a check Friday! I emailed you guys Friday telling you guys I already sent the invoice and our lawyer was on them. Do better storage post!

  

  Business response

  09/12/2024

  Thank you for bringing this to our attention.  We will research the issue and reach out to you to reach an amicable solution.  If you need to reach us please call ************.  We appreciate your business and want you to experience excellence in our service and facility.

  Customer response

  09/14/2024

   
  Complaint: 22275087
  
  I am rejecting this response because: after submitting my compliant storage post decided to go ahead and send me an invoice yesterday at 9:23am. Even after being informed that a check was on its way from HRA.  I emailed them on Wednesday informing them that a check was on its way. And the new invoice included an even greater amount than before. 
  
  Sincerely,
  
  Laeticia ******

  

  Business response

  09/23/2024

  We will reach out to you again, we advised you to bring your invoice to HRA at least 3 weeks before your due date to ensure no delay in payment and interruption access.   You requested 2 month's worth of charges on one invoice, we emailed it immediately.  We are not affiliated with HRA and it is your responsibility to ensure payments are made.  Late fees notices are automated and will continue when bills are late.  Please expect them when the bill is late.  Please be sure to get your invoice to HRA at least 3 weeks before due date.

  Customer response

  09/23/2024

   
  Complaint: 22275087
  
  I am rejecting this response because: this is a LIE!!! I never requested two months worth of invoices in the month of AUGUST! Why lie?! What do you gain from continually lying?! Im not relenting my complaints until something is done! The billing statements requested a few months in March was because they were late in paying you guys for one month. But you guys made it seem like it was way more than a months time! So my attorney requested I ask for billing statements to refute whatever yall was saying. *** has paid you guys for rent that was owed from DECEMBER-FEBRUARY. And you guys never correctly recorded it! Dont play with me, I have proof of all this! Its crazy cause the lawyer actually wanted to flag you guys as fraudulent and I saved yall lying tails! 
  
  Sincerely,
  
  Laeticia ******

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Storage post has been changing our rate once a year. They have tripled the rate we originally agreed on in a matter if months. We started at $78, which is affordable to us. They have sent two letter started the price will go up. One in March, to $84. Then another letter in July stating it would go up to $144 in August. We've been charged $154 on the 3rd of August. no one will answer or return our calls, they just keep changing our account different amounts.

  

  Business response

  08/06/2024

  We will investigate your issue and/or concerns and reach out to you with an amicable solution.  If you need us immediately, please call ************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a storage unit at ******************************************** for 7 years. I have been paying the monthly rate and insurance. Sometime between October 1st and November 18th 2023 my unit was burglarized. There had been numerous break ins previously at this location and no attempt was made to inform renters of any such to make the necessary precautions to remove any valuables or secure units further. I was aware when i visited my unit on November 18th and saw my entire unit was trashed and all of my valuable were stolen. Storage Post told me they were unable to check security footage to see who did this and is refusing to pay my claim.

  

  Business response

  05/17/2024

  Thank you for providing information for your complaint.  We will review the issue and reach out to you for more information and work toward an amicable resolution to the complaint. If you need to call us our number is ************.  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  9-16-23 I moved out of storage unit#****. And called customer service informed them. I checked my credit and I was send to collections for this unit in March of 2024.As seen in the pictures the the unit was emptied and cleaned out. I was never notified from Storage Post about any remaining balance.

  

  Business response

  04/23/2024

  Thank you for reaching out.  We want to provide excellence in your storage experience with Storage Post Self Storage.  We will research you request and call you to work out an amicable resolution.  If you need to reach us, please call ************.  Thank you 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Storage renovations spill debris and dust INSIDE MY LOCKER, and they refuse to process claims in less than 4-6 weeks (while charging unit $262/month and holding stuff hostage unless I pay in full). It's been weeks and my claim remains unprocessed. I want 2 months refunded or applied to my account, which they refuse. I am leaving this unit and want 2 months refunded plus 2nd moving costs ($200)

  

  Business response

  04/04/2024

  *********************************,
  
  Please provide the account number, phone number or e-mail address used at the time of renting with Public Storage.
  
  None of the information provide on the BBB claim would bring up your account.
  
  If you are not the tenant of record please see the information below that is stipulated in the contract that the customer signed.
  
  The contract is between the Owner and Occupant:
  The person(s) listed as Authorized Access Persons are solely agents of the Occupants and are not parties of the Lease/Rental Agreement, has no rights of tenancy or standing to bring any claims, or to file suit from occurrences arising from the use of the storage space. 

  Customer response

  04/11/2024

  Screenshots of my current account with **********************

  

  Business response

  04/11/2024

  BBB,

   

  This is Public Storage, not *******'s Storage Unit.

  Please see customers attachment.

   

  

  Business response

  04/26/2024

  Thank you for reaching out with your concerns.  We take pride in providing excellence in service.  We will research you issues and contact you with an amicable resolution.  If you need to reach us, please call us at ************.  We appreciate your business.

  Customer response

  04/26/2024

   
  Complaint: 21524544
  
  I am rejecting this response because it does not offer a resolution.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/26/2024

  Dear *******, your issue reported to the Better Business Bureau was initially sent to the wrong self storage company.  We are researching your request.  Please allow 48hours for a response.  We hope to work toward an amicable resolution.  Thank you for your patience.  Should you need to reach us please call ************. 

  Customer response

  04/26/2024

   
  Complaint: 21524544
  
  I am rejecting this response because it does not offer a resolution.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/06/2024

  This issue has been resolved. ******* has been paid for his claim and has signed his release.  

  Customer response

  05/07/2024

   
  Complaint: 21524544
  
  I am rejecting this response because no check has been received as of 5/7. A call to Storage Post Accounting confirms that the $500 refund check is scheduled, but has not even been issued yet.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/14/2024

  We are not seeing a reason for rejection. The issue has been resolved, the release has been signed and a check has been issued. Please close the case. Thank you!

  Customer response

  05/14/2024

   
  Complaint: 21524544
  
  I am rejecting this response because no check has been received. Please provide tracking information or evidence that a check was issued and mailed.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/23/2024

  You received a wire transfer on Monday the 20th and sent us an email confirming receipt and thanked us for expediting. 

  Customer response

  05/23/2024

   
  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,
  
  *****************************

*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. ↩