Complaints

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Rate increase significantly OVER the published monthly rate for a 10' x 20' unit drive-up unit at the storage location where I have a unit (Elfinwild #***). A storage unit of the size which I occupy at this facility location rents for a published rate of $179.00 per month. No heat, no air conditioning or electric are provided in my unit or in the published rate. My monthly payment is always made thru my bank and has only needed to be adjusted due to prior rental increases not being received via US Mail. Any adjustment needed was paid via credit card without delay.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  BEWARE!!!! this facility has been nothing but a nightmare. First my unit was robbed. There was an ongoing problem and they didn't even have cameras all around the facility. Even after insurance I still lost. They promised they fixed the problem so I stayed. One year later (last month) I went to my unit and there were HUNDREDS of mouse droppings! The whole unit was covered and contaminated. They are NEGLIGENT and don't take accountability for their lack of responsibility to offer a protected and clean space. Insurance is a joke there too finding ways to pay as little as possible. They never disclosed to me when getting the insurance for 3k a fun little clause saying rodent related damage will only cover $500 minus a $100 deductible. I lost over 4K worth of stuff there. The manager was snarky and condescending and basically took ZERO responsibility saying “we just rent the space” and to go file a claim. STAY AWAY FROM COMPASS!!

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took out the storage unit to be able to store my bicycle as I wanted it to be in a safer place then other options I have. I am a high end racer and have events lined up to compete in. When I booked the storage unit I was promised 24 access and the unit has advertisements of opening at 6am for general access. I arrived at the unit at 6am on April 8th so to have time to be able to make it to the event starting at 10am. I had just paid for the next month a few days previously. On arrival the code that I had would not work to open the gate or any door. I tried calling into their customer service desk to resolve the issue, but there was no answer. I tried everything that I could to get in, but was unable to access my bicycle and as a result was forced out of the event. I eventually got a response from Compass just before 10am saying there was a computer glitch and everything worked now. I tested it later that day and there were no issues. I was offered no compensation for the loss of access. I was offered a number to the regional supervisor who offered a free month, but would not offer any assurances of a refund for month that I had just booked even if I emptied the unit. Due to the issue, I do not want to continue with the services and thus feel that I am out my month's rent along with fanatical losses due to missing the event. As a racer, I have coaching expenses for the build up to the event, along with event entry fees. When totaling it up I come to about $1200 due to the buildup, event fees, and rental fees. The biggest issue that I see is that there is no support for the hours they claim to be fully open giving me no one to help with the issue. I understand that 24hour support may not be possible, but there needs to be some support during advertised open hours. Added in there seemed to be zero care for the losses that their issues caused me. I felt that they just wanted to blame their computer system, a system that they should be able to have full control of.

  Business response

  05/18/2023

  We advertise gate access from 6:00 AM – 10:00 PM Mon – Sun (on our website), and office hours are 9:30 to 6:00 Monday through Saturday and 10:00 to 3:00 p.m. on Sundays.  Mr. ******* was granted 24 hours access as an act of good faith.
  
  Mr. ******* did come to the property at 6:43 AM on April 8 and was not able to access his unit.  This was caused by a glitch with the computer system.  When the General Manager arrived at 9:30 AM on April 8, she reviewed emails and calls and promptly fixed his gate code.  She also tested the gate code to ensure it worked.  She then called the tenant around 10:00 AM and apologized for the issue and let him know that the issue had been fixed.  The down time was approximately 3 hours.  Our team did offer to the tenant a month of free rent which Mr. ******* declined and requested a full refund.  Our District Manager offered to grant the refund should he move out within 48 hours (as he had only been renting for about a week.  Mr. ******* stayed in the unit for an additional full month and paid rent on that month. Mr. ******* was offered a free month and a credit for an inconvenience of 3 hours and it was not accepted by Mr. *******.  While we understand the frustration of the inconvenience in April, we have been more than willing to work with Mr. ******* with to no avail.
  

  Customer response

  05/18/2023

  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.
  
  I understand what was offered, but what was ignored was what the three hours that it took to get a response cost me. There must be a system in place as 3hours can be a significant amount of time and can cause lots of issues. We have agreement of cause and fault, but the failure to properly respond to the financial losses that their lack of support/response led to is at issue. Added in I was never offered an official timeline on removal to receive a refund. I was only offered a possibility if removed in a timely matter. This response is my first hearing of the 48 hours with confirmation and had I had that confirmation I would have removed in the time, but with a lack of any full promises and based on the track record of the company I expected to be denied a refund no matter what actions I took. Overall, when following the timeline, I am still at a loss financially and they have admitted that they were at cause and thus I feel there should be compensations
  
  Regards,
  
  ********* *******
  
  
  
  
   

  Business response

  05/19/2023

  The District Manager discussed the incident with the tenant and the repairs were fixed within 3 hours due to mechanical issues beyond anyone's control.  We cannot monitor a gate 24/7 as our employees need to only work based on state employee laws.  The District Manager offered compensation worth more than a 3 hour error and unfortunately we cannot offer any more at this time. We are sorry it was an inconvenience, but we cannot predict powers outages or weather related mechanical issues at all hours of the day.

  Customer response

  05/19/2023

  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.
  
  System errors fall on the owner of the system. I’m also a bit confused on the issue. I have been told it was a glitch in the system over and not an issue with power or natural causes. The cause seems to have changed as more is discussed. This feels like you are trying to avoid the results of the 3 hours. With issues in time like this there may be time when what was offered would be reasonable, but in this situation the losses that were suffered were no where near what was offered. As a result, I believe that there should be coverage for what was lost. Added in there are issues as what I was told over the phone does not match what has been stated in your responses previously. Now is the time when you as a company need to accept how a failure in your system affected a customer and what it cost them.
  
  Regards,
  
  ********* *******
  
  
  
  
   

  Business response

  05/22/2023

  The District Manager gave an offer and the offer stands as is.  We apologized for the inconvenience but our offer stands as is.  If Mr. ******* has any further questions, he can discuss further with the District Manager.

  Customer response

  05/22/2023

  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.
  
  I find this a bit odd that the one tasked with responding to issues like this would not be able to do things above the regional manager. It seems like there is no care with the business whatsoever. I have stated what your 3 hour mess up cost me and it is nowhere close to what was offered. I am willing to take this to higher levels if there is no willingness to even discuss options.
  
  Regards,
  
  ********* *******
  
  
  
  
   

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 8, 2023 I went to pay my rental fee $122.16 for unit ****. I was told the amount was $ 142.56 including the late fee. I disputed the late charge and offered the $122.16, they refused the payment. On April 12, 2023 I returned to pay the $144.56 and was told the amount was now $264.72. Again they refused the $144.56 stating they could only accept the total amount shown in their system which was now $264.72. Their position is that no early or partial payments can be applied to an account. So at that point they denied my access to my unit. My payment is due on the 12th of each month with a 5 day grace period before a late fee can be attached. At this point I only wish to pay corrected rental fee and rescue my possessions from this company. As of April 18, 2023 I received a Preliminary Lien Notice with a total balance due of $289.72.

  Business response

  04/21/2023

  The tenants rent is due on the 12th of each month.  A year after the tenant's initial lease, payments began to slow and be missed, causing the tenant to pay one month in arrears for over a year.  An agreement was made in March 2023 that late fees would be waived if payment was made to bring the account current and continue to pay correct amount by the 12th of each month.  We do offer an auto-pay option for tenants to avoid any confusion with late fees, etc.; however, tenant has yet to sign up for option.

• Initial Complaint

  04/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They double charged me for February after I already paid for February. I called about in February the manager assured he was going fixed it.

  Business response

  04/12/2023

  The tenant was not double-charged in February; however, they did  pay with Two Bank Checks to get out of Auction, but the larger of the Two Bank Checks ended up coming back as NSF. When our system processes a NSF for a Payment that isn’t the last payment registered in the system, it Reverses out ALL Payments made since the Payment in question, so both checks ended up being reversed out of the system. However – on both Ledgers there is highlighted a $115 Credit (Yardi) and $53 Credit (SSM) that is equal to the $168 Check that should NOT have been reversed by the system initially. So the amount she paid that was due this past Saturday, using 2 different credit cards, brought the Account Current and the Tenant has agreed to vacate by 4/17/23.  This was all agreed to between the Tenant and the Site Management Team on Saturday, April 18, 2023.

  Customer response

  04/12/2023

  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.]
  
  Regards,
  
  ***** ****
  
  
  
  
   

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/8/23 I called compass storage to process my bill payment of $307. I was later included in a mass text from the company on 3/29/23 stating that if “we” the customers made a recent payment then it was reversed due to a system update. My bill is due on the 28th of each month and had already received my statement informing me that my bill was only $260 so I was not inclined to believe that I needed to check on my initial payment that was supposed to be processed 3 weeks ago. Now today, I received a call from them stating that my unit lock was going to be cut and items set for auction if a bill of $509 was not paid. I have informed them that this information is incorrect and they are still trying to hold me at fault for their error. I have informed them that I have already processed a check payment as of todays conversations to make up for the reversal and that I should not be held accountable for late fees as I was improperly and untimely informed. I would like for all late fees to be removed and payments accepted at regular price with a new lock placed back on my unit.

  Business response

  04/06/2023

   

  Ms. ****** is correct in stating their was a glitch in our system that our corporate IT team has resolved as we migrated to a new software system.  Hal Wallace, the District Manager for the area in which Ms. ****** stores her personal property has been in touch with her to discuss the issues and confirm what is currently owed.  Mr. Wallace informed the tenant that all late fees were waived and her current rent due for both units is $512 (two units at $258 each) is due to be current.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mom is a 69 year old elderly woman that has heart failure and kidney failure. She has had a storage at 200 nw 79 st miami fl for about 10 years or more. On 2/28/2023 a employee. I guess either assume all Hispanic sound are the same or the same. Because I dont know how **** and ****** sound the same. She illegal changed my mother unit from 10x10 to 5x8 and let this so called ****** signed a lease agreement with all of my mother information. Because they forget that the account was linked to my email address. I called they kept hang up on me when I called the main office. They information about the changed. The "Rude" lady at the storage called me a liar that I never called the main office and it was a computer error. I never knew that a computer error signed contract. When my mother arrived they told her the truth. I am guessing I can go to any storage facility tell them I am changing unit they don't check ID. No because my mother is Hispanic and woman is Hispanic why check ID. And **** and ****** sound the same. Why not give the lady a copy of the contract as well with **** home, address, and driver's license, etc. So that mean that compass self storage is doing things illegal and stealing from the elderly.

  Business response

  03/03/2023

  The District Manager, Gus M*********, reached out to the customer to inform her that the computer glitch had been resolved and all should be as it was originally. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Compass storage is overcharge late fees and my payment is was $125.00 and then because I had late payments they jacked up to $140.00 the late fee us$ 20.00 then if I don't pay I get. Charged another $20.00 so I end up paying $ 192.00 two late fees

  Business response

  02/23/2023

  Per the attached ledger, you will notice that rent is due on the 29th of each month.  The lease that Ms. ***** signed gives notice that if rent is not paid within 5 days of due date, a late fee will be charged.  This is compliant with the self-storage lien laws set forth in the State of Rhode Island.  We do offer an autopay program that allows the customer to ensure they are not late with their rent and not incur late fees.  Ms. ***** can contact the facility to inquire further.  Thank you,

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been renting from the compass self storage on Aliiance in Fort Worth Texas for 6 months. The Guy Chad L***** has been taking advantage of me. He has been locking me out of my storage. And charges me extra excessive fees in order for me to regain access to my unit . My things has been destroyed by Rats and they refuse to do anything about that. Chad L***** is been a very Nasty Racist person. There is some under hand business going on.

  Business response

  02/17/2023

  Ms. ****** signed a month to month lease and was aware of the rental payment due each month.  Per the ledger attached, there were several checks that came back as insufficient funds that were not repaid for her rental month.  The facility and District Manager made several attempts to discuss her account in which Ms. ****** did not respond accordingly.  Per the self-storage lien laws set by the State of Texas, we are required to overlock units that are unpaid until the account is current.  Ms. ****** would be able to gain access once her account is current.

  Customer response

  02/23/2023

  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.]
  
  Regards,
  I reject the merchant, because for one they did not address my issue. I am being charge for additional fees to pocket themselves . I am also being lock out of my storage and threaten to auction my things off. I am now being block from clearing my accounts balance using my credit card Mr Chad L***** keeps asking me for cash payment The district balance does not want to expose his number. He clearly block his number so that I will know his contact number. He and the property manager never tried to get in touch with me. This company is doing ng underhanded thin

  ****** ******
  
  
  
  
   

  Business response

  02/23/2023

  Please be advised that we cannot accept a check from the tenant since many have been deemed by the bank as insufficient funds.  We are not able to accept but money orders or cash when the customer has been deemed as insufficient funds by the bank.  We are more than happy to work with the tenant; however, we follow the self-storage lien laws set forth by the State of Texas and do not pocket the monies other than what the customer has owed to us.  Our phone system cannot block numbers and all calls are directed through our call center as per regulations.  The District Manager is more than willing to assist the tenant to discuss her payment options should she not want to speak to the General Manager.

  Customer response

  02/23/2023

  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.]
  
  Regards,

   That's not true I have been renting from this facility for six months my first month the general manager lock me out on the 18th and I have four days to be late. Then he charge me excessive fees for me to gain entrance, and I wrote a check that return over four months ago and I paid those fees and whatever etra he demanded there after that I paid by Check they were excepted. Then on January 18th that check return and I acknowledge it with Mr Chad and he informed me of the fees which I was fine. When I was ready to pay he jack the price up to another 251.00. When he basically was trying to scam me out of money for the third time. This company wants cash and block me from using my credit card because someone is doing bad business and according to Mr Chad L***** it's the District Manager is doing underhanded business. I am headed to my bank to get a cashier check so I can have a back up. They want cash so bad l, when that is a bad business and consumers need to know. If the district manager Mr Scott Nichols want to talk to me then by all means he can call me . Don't Block your number. This company is doing underhanded stuff.

  ****** ******
  
  
  
  
   

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've obtained my storage at Compass Self Storage 1144 Sigman Road Conyers. Ga 30012 unit# 124 in May 2022 and as of today I have paid this company nearly $2,300 Their commitment to provide me a safe and Clean environment to store my possessions. Well they didn't give me that. My kids and I stored my entire house/life in this unit due too my landlord decided to sell their property. So until I could find a home for my kids and I I stored all our things in this company unit. I asked if they have any pest or RODENT problem prior too storing my things and was told by the Manager Mrs Patty W******* No. So i stored our things. But due to a illness I wasn't able to check on my unit like I should have but when I did and finally opened the unit it was RAT INFESTATED!!! Droppings Everywhere. Rat urine stain Everywhere. Smell like it might be even something dead in our things! I was told not to bring food or anything that would attract pest and i didn't. I brought this to the manager attention and all she gave me was a card to the insurance claim department. And they only pay out $400! She gave me a box or two to replace the ones the rats chewed through! That's IT! So Now what am I supposed to do. Me and my kids can't lay or sleep on that. To breathe it in alone is a health issue. Anything I can savage will need to be Professionally cleaned. I'm out of thousands of dollars because I trusted this company to keep everything I own safe!

  Business response

  02/07/2023

  Please see the attached ledger for Ms. ***** that shows the
  full amount paid was around $1,700.00 for her unit.  We have regular
  maintenance on pest control throughout the facility and on the outside
  of units (as we cannot enter units without permission), and our lease
  states that no perishable items are allowed to be stored as it can
  attract various animals, etc.  Ms. ***** was encouraged to insure her
  items through a third party insurance provider, Xercor Insurance, and to
  file a claim with them to cover her claim.  The facility has also
  credited her rent for February, provided ancillary items to assist with
  any damaged boxes, and offered to move her unit to a different area of
  the facility which she declined.

  Customer response

  02/07/2023

  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.]
  
  Regards,
  
  ***** *****
  
  
  
  
   

  Customer response

  02/10/2023

  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.

   

  I'm rejecting their response because their response isn't accurate nor true. The insurance policy they offer for storage only payout $500 plus a $100 deductible on rodents (RATS) infestation. $400 don't come close to the damage those rats done. Everything I own to my name my kids stuff my deceased father things I had and a brand new $4200 bedroom set I not to long purchased prior to putting my things in that company care. Half of my stuff have to be thrown away and a $600 mattress has to be tossed due to rat urine covering it. It's not healthy to even go in the unit let alone put whatever I can savage without it being  Professionally cleaned. I asked numerous times before I stored my belongings do they have problems with pest control and their manager Patty said no over and over again just to get my business. She knew they have a problem. Also as far as crediting my account I was told if I moved anything the insurance would not pay on the claim so it had to stay put. I told her (manager Patty) why would anyone want to continue to do business with them. She told me she was going to have her boss to call me so we could discuss this problem but never got a call. She mentioned talking to him about crediting the account I got nothing until the bbb contacted them on text end with you still got to pay insurance knowing you can't file a claim on the same issue plus any disaster they don't really cover half of people property! And as far as assistant me in material for repacking up my stuff that where covered in rat droppings and urine and the stuff they chewed through she (Patty) gave me a box 1 box! And the last thing she they the company never Ever offered me to changed units! It was never discuss!!! This lady lies. I have paid to much for some of my things and some are unreplacable like pictures important documents etc. And all the worth $400! That's Unacceptable to me just unacceptable! So yes I'm rejecting their response.

  
  

  ***** ***** 

  
  

  ID# ********

  
  
  
  
  
   

  Business response

  02/10/2023

  Please note that Ms. ***** did have coverage and the coverage she requested was at a maximum of $3,000.00.  We will be able to work with Xercor; however, she will need to send them the documentation they requested, such as photographs of damaged items from the unit.  To date, Xercor has stated she has not provided the necessary documentation to assist her with her claim.

  Customer response

  02/14/2023

  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.
  
  

  I sent you a copy of the insurance package the manager Patty gave me and I know she's very aware that the policy they offer their customers only cover $500 for vermin (Rat) damage. She also know that that claim was processed on 2/6/23. So they had everything they needed no that's to her. It's seems to me that this manager and this company don't wish to do right by there customers. For the last 4yrs they have had a Rat problem and I really hate I trusted this company to keep my belongings safe. I also send you other reviews that are on their Google reviews related to the same issue. You can feel free to look it up for yourself since it's there for the public to see. I just only wish I would have saw it sooner. But they have been spending thousands of dollars on pest control "yah right" if that makes sense. This company needs to be held accountable for people things on their property. This don't have anything to do with other customers bring for in the storage if they did their job right they would know if someone violate that policy. They just want the money. They need to clean my furniture before I place it in my home. That's it or refund my money so I can get it done myself. This don't have anything to do with her being nice. She nice to get your business she's nice to get your money they She don't care because it's not her stuff it's not her property. And I not going to drop this into I'm compensated for my troubles and stress this has caused me and my family. I need her to know this. This is nasty and a disgusting unhealthy place to store any of your personal items and her customers need to know this before they do business here!

  
  

  Thanks

  
  

  ***** *****

  
  
  
  
  
   

*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. ↩