Complaints

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I emptied my unit **** by helpers i am a single mom on 1/28/2024, i went back on 1/29/2024 to clean the unit i had a back board to a bed a mattress and a side rail i proceeded to the dumpster with my son who was here from the marines to help me i was stopped by manager who at first said that was only for boxes and i told her there was furniture already there what was the difference then she proceeded to say well dumpster its to full rent a truck for those three items and move them. I told her are you serious i just returned the trick and gave no extra money. She proceeded to say you will get charged. I called main customer service number for corporate to call me back and they never did. On 1/30 i got an email that she will continue charging me and i emailed her reminding her of what happened she proceeded to say no trash in dumpster. Please help than you. The locaton is compass self storage ******* ** *****

  Business response

  02/07/2024

  Re:  Complaint ID: ******** on behalf of. ****** ********
  
  I am in receipt of complaint ******** made by ****** ********
  
  Our company policy states that when moving out, the unit must be completely empty, or the tenant will be charged for us to arrange clean up. The waste company does not allow furniture in the bins; therefore, this tenant was stopped from throwing the furniture away and informed it needed to be removed from the site. Ms. ******** put the items back in her unit and after multiple calls and email reminders to pick up her property, the account was closed, and we paid to have the items removed.
  
  Contact me with any questions or if you need additional information.   
  
  Sincerely,
  
  Amanda *********
  Operations Manager

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've stored my belongings at Compass Storage for over a year, only to find out that a significant portion has been stolen. When I contacted them about the emergency at my unit, they provided a false insurance number. After an hour of trying to reach them again, the manager, Jazmin, suggested another insurance company with a suspiciously made-up name. The number she gave was disconnected, and her response implied a lack of concern. They failed to provide a reference number for the insurance, and overall, the management appears indifferent and potentially involved in the theft, showing little effort to help customers recover their items.

  Business response

  02/06/2024

  I am in receipt of complaint ******** made by ***** ****** 
  
  During the week of January 31, 2024, we contacted Mr. ***** regarding his unit not having a lock on. Our store manager put one of our locks on it and requested the tenant come to the facility as soon as possible to check the unit and provide a lock. Mr. ***** came to the facility days later and requested insurance information. Our tenants are offered to enroll in insurance or carry their own on a unit.
  
  We understand Mr. ***** is frustrated regarding his belongings and we suggest he files a proper insurance claim with his insurance provider.
  
  Contact me with any questions or if you need additional information.   
  
  
  Sincerely,
  
  Amanda *********
  Operations Manager

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a storage unit from Compass in June 2022. In the period of 18 months, they increased my rate three times. After the first increase, I complained because I had not received any notice. I went into the office and changed the address they had on file. They increased the rate in the summer of 2023 and once again did not provide any notice - they claimed they sent a letter to my old address which was not true because I had my mail forwarded. Once again in December 2023 they increased my rate again. They have refused to use my current address and each time they claim to have mailed a letter to my old address. I have since moved out of the storage unit, but I want a refund for the difference in rates.

  Business response

  01/24/2024

  To Whom It May Concern: 

  I am in receipt of complaint ******** made by ******* ******** Per Section 11 of the lease signed by Ms. *******, rent is subject to change at the option of the Owner upon thirty (30) days prior written notice to the Occupant. A rate increase notice was sent out to the address on file at each rate increase instance, which can be viewed on the customers ledger.  
  
  The rate increase was below competitive rates to nearby self-storage facilities.  We understand her frustration; however, we are unable to refund a rate difference when rate increase notices were provided and the tenant continued to rent.
  
  Contact me with any questions or if you need additional information.   
  
  Sincerely,
  
  Amanda *********
  Operations Manager

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Compass Self storage, ****** ***. ******* and ****, threatened to auction my belongings. I have communicated with them via email, that I am on health/family emergency in Panamá. My phone only works with WhatsApp: ****************. My friend, Ms. ***** *******, contacted them multiple times offering payment to stop the auction process. My Daugher spoke with them in person, and they finally yesterday, accepted payment of $660.00.(receipts are attached). Today, my friend noticed that they added more charges to her card, When she complained, they said that the additional charges would be reimbursed. When she checked, she realised that they returned the reimbursed her card in full. Now, they are threatening with auctioning my belongings. I just returned from second visit to E.R., in two days, with severe hypertension, due to emotional duress. This is a scam, because they accept payment and promise to remove lien, then they over charge the credit card. If you notice the over charge and complain, they return to threats to sell your belongings. Do we need to get an attorney involved?

  Business response

  01/11/2024

  Good afternoon, 

  I am in receipt of complaint ******** made by ****** *******. Per company policy we do not discuss delinquent accounts via email and this customer has not been accessible by phone. The tenant’s daughter has since contacted our office to make the overdue payments on the account and the late fees have been credited due to the tenant traveling.  
  
  If you have any additional questions, please don’t hesitate to contact me.
  
  Sincerely,
  
  Amanda L********
  Operations Manager

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  My two storage units are for: $142.00; and $65; according to the signed agreement. Compass Storage has several complaints and reviews against them because they arbitrarily increase the charges to customer’s units. To avoid auction,, my Daughter, did in fact make the payment of $660.00 for the months of Nov., and Dec.(again, additional charges were added) I am currently in ****** on family emergency trip. This is why my Daughter went to their office. They claim the do not discuss accounts via email, but this is how they send their messages. I get the notification that they read my messages, they just do not respond. My phone only works if called via WhatsApp: ** **************. I need them to communicate with me soon, so that I make a payment of: $140.00 + $65.00; wiling to pay the month of February now, but it has to be the amount agreed upon, without extra charges. My initial contacts weee with *******, and ****; they were very kind and professional with me when I first came ro Compass. Thank you for your time. Best, ****** ******* She/Her/Hers

  
  Regards,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is there was a flood none came to my unit to clean I had to clean it myself now after that this place has Ben full of trash which is blocking my door then they put a dumpster blocking my unit again after it was clean so all month I e Ben limited access to my unit but still I have to pay $700 for something I haven’t Ben able to take or put thing away.

  Business response

  10/23/2023

  Our District Manager spoke with the customer and he was very understanding but frustrated with the trash build up that was blocking his unit.  He was informed about our cleanup and he acknowledged that the area was cleared to allow him access.  To fix this we will have the dumpster shifted to allow him vehicle access and provide him with a month credit for the inconvenience.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is a joke, I rent storage here and pay over $400 a month, I'm disgusted at this point. My entire apartment. My clothes are in here as well. is in there because I am in between apartments + I run an eBay store and according to there slogan 24/7 access to my stuff + "we keep your stuff safe secured". On 9/10/23 at the branch ave Providence location the place had a little flood. The following day I went there to see what's going on. I was told to come back in a couple days. Here we are 9/14/23 I was there to figure my stuff out. I have many valuables in there including cash. At this point I need my money and I need some clothes. I was told it may take weeks to get in my unit. This is unacceptable completely unacceptable they take my money every month so what am I paying for now. My store online is losing money. I'm sick and something needs to be done. I want to put insurance through or do whatever I have to do to move forward in life. I need my tools I need my items I sold online. This place has full control of my life. Something needs to be done asap.

  Business response

  09/19/2023

  Please note that the flooding was not minor and most of the city was underwater due to heavy storms and city systems overflowing.  Our District Manager, Lyndon S*****, has made several attempts to contact the tenant and discuss his unit, including requesting a date and time to meet at the facility to review the unit and move the tenant to a new unit.  Mr. S***** requests that the tenant contact him directly at (603) 320-6802.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have 3 storage units to which were damage by roaches mice droppings and water damage

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had called three weeks ago to talk about being overcharged for the compass storage no one answer3d the phone for hours during business hours. I then had to call another location to see if they can help me. I wrote bad review on their company because I was very upset that no one was answering the phone nor was anybody in the office during work hours. In return the company put a lock on my storage unit when I had to get in storage for a job I was doing. I called and called and no one has returned my phone call. I also wound up missing money because I could not get in my storage unit. They have terrible customer service the manager advised that it was an accident but then proceeded to tell me that I could come in and speak with her because she had no answers on why a lock was placed on my storage unit for no reason. This was horrible customer service and simply a company doing in retaliation. Of my review I left on their company website

  Business response

  08/22/2023

  Mr. ***** signed a lease stating that rent would be due each month.  For his lease, the date rent was due was the 2nd of each month.  After five days, per the self-storage lien laws set forth by the state, Mr. ***** was charged a late fee for non-payment.  Once payment was made, include the late fees, Mr. ***** was given access to his unit.  Attached is a copy of his rental ledger to confirm dates as to when Mr. ***** paid his rent.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have my property in a storage unit at Compass Self Storage at 711 Branch Ave. Providence, RI 02904. A check was mailed out to them which I have verification that they received but the check has not been applied to my account as of yet. The check was for $149.99, I was told that due to an employee being on "vacation" basically I just have to wait until it gets applied to my account. In the mean time I am acruing late fees every 5 days. I asked for Corporates number and was told they dont have corporates number and there is no one I can speak to. I went into the location another ocassion and again asked what was going on with my check and I need to speak with someone in Corporate and (Brianna) was rude to me. Continued to look at her computer while I was asking questions. Justin M******** hung up on me over the phone on 7/20/23 at 9:17am. Spoke to Kim D*** abd she was rude to me over the phone and stated theres nothing she can do for me. I received a test message today 7/20/23 stating my belongings will be auctioned if I dont pay and a check was already mailed. I sent an email asking Justin to remove all late fees and I will pay over the phone via debit card and I will have the check cancelled and he hasnt responded. I would like BBB's help to get contact information for Compass Self Storage corporate office so I can have my check cancelled and make a complaint and get all late fees removed so I can pay today via debit card. Also I have a recording of Justin stating that he would remove all late fees now he is refusing to remove them and stated I need to pay the full amount of $201.

  Business response

  07/24/2023

  We are sorry Ms. ******** did not have the experience she should have had.  Our District Manager spoke with her and discussed her concerns.  Our corporate office will be processing a refund for the late fees she paid.

  Customer response

  07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  Yes I did speak with the Manager but would like to keep my case open until the matter is resolved. Waiting to hear back from the Manager. Did speak to him last week and he stated he would get back to me. 
  
  Regards,
  
  ****** ********
  
  
  
  
   

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Completed and filed with Company in June of last year that I was vacating storage unit. Have email confirmation of receipt and that past Augusta I would no longer be charged. I saw in August that I was charged so called back to confirm no other charges would be placed & manager confirmed this. This month I realized they were still charging me - almost 2k in wrongful charges. When I called about the issue this past Sunday they argued with me that I left a lock on it and since it had a lock they continued to charge me. I met them know that was not my lock & they should go ahead & cut it off. Which they did but they still will not refund my money. The manager acknowledged he had received the vacate notification & form.

  Business response

  06/26/2023

  Our District Manager reached out to the tenant to discuss further and came to an agreement to satisfy both parties.  Tenant has agreed to rescind complaint.

*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. ↩