Complaints

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for storage services with Snapbox self storage. I was illegally locked out of my unit on 04/01/2022. I would like a refund for the month of March. I did not have access to the gate nor could I get into my unit.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/07) */ We are in receipt of the complaint filed by ****** *****. Ms. ***** executed a rental agreement on November 4th, 2019 to rent storage unit **** at the Snapbox Self Storage located in Abingdon, MD. While I do apologize for any frustration that Ms. ***** has, after review of her account, I can assure you that at no point was she blocked from any access to her unit. As it turns out, and upon acknowledgement of this to our DIstrict Manager, Ms. ***** was using an incorrect gate code to access the facility. Rent for March was charged in accordance with her rental agreement and a refund will not be considered. While I understand the frustration felt by Ms. ***** in not being able to access her belongings, this was through no fault of the staff or company as a whole. Ms. ***** also was belligerent and threatening to the staff on site and in conversation with the District Manager, Ms. ***** advised she was having a bad day as a result of her recent workout. As of the writing of this response, Ms. ***** has vacated her unit and as a courtesy to her, we did not charge her for the 5 days in which the unit was used without payment through April 5th as she was paid though March 31st.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Basically I have gotten these people took over when I was with Extra Space Storage okay when I first got with them they said they was not going to go up on my rent they lied to me they went up on my rent basically they didn't come into the end of December I was paid up to then January they claimed they was not going to go up on the rent for at least 6 months they basically went up on my rent in February and continue to lie to me about fixing the problem they need to keep that word honor that they was going to keep my rent. It's 6 months and not go up on it instead of lying to me and going up on my rent or I'm going to get my stuff out of there and leave them because of their Antics wait they already struggling for customers now

  Business response

  06/07/2022

  Business Response /* (1000, 11, 2022/04/12) */ We are in receipt of the complaint filed by the tenant. We apologize for the frustration that she has, that is certainly not our intent. When she lodged her complaint with us internally, our District Manager reached out to her to speak with her regarding her concerns. The rental agreement states (in accordance with Maryland Self Storage Laws) that a rent increase may be applied with at least a 30 day notice. This was provided the proper time frame and during the conversation with the District Manager, her increased rate was greatly reduced. She continues to be a valued tenant at our Windsor Mill location and we appreciate her business. Consumer Response /* (3000, 13, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never contact me I had to contact them

*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. ↩