Complaints

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is price gouging its customers. I am a long standing customer/consumer. They solicit customers with a particular rate, alternatively the customer agrees to the rate to later be paying increasing amounts every 2-3 months. My initial rate was approximately $200 a month (give ir take a few dollars) The current rate is now over $300 hiked up in less than a year. There is no apparent reason why. The property itself is not in the best condition and entry/exit gates are often in disrepair. The customers seem to incur the costs for these damages. I inquired about the steady rising cost of the units, there is never a clear answer, there also seems to be great confusion over the company policies,procedures and promotions I have written emails and placed calls attempting to speak with a representative in the corporate office. I was instead contacted by a local affiliate who guaranteed me a call back from someone higher in their company that would be able to assist me , it has been over 2 months and I have not received an email or phone call . The consumer relations practices at this company should be examined.

  Business response

  01/20/2023

  I've attached the rental agreement and rental ledger for Ms. *****.  As shown on the ledger, Ms. ***** rent has increased; however, it's been every six months to keep in line with the competitive street rates from other self-storage facilities within a 10 mile radius of our facility.  Ms. ***** has been asked on several occasions to be put on autopay to avoid any late fees and ensure that her rent is paid in a timely manner.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charged me for a unit that is paid on time and I cleared out my one unit and consolidated into my larger unit therefore I won’t be using both units . They told me that in order to do that I had to pay for both units and the price went up on both and I had to pay for insurance on a unit that is completely empty. In addition on the business card it says they close at 6 pm however they close the gates at 500pm and you can’t access your unit after 5pm so they technically close at 500pm. They said read the fine print however they business card is completely blank and has no print on it. Also I asked them the other day if they could allow me 15 extra access to my unit at 515pm at night and they said no and I explained to them that I was trying to get me things out of the unit and I wouldn’t be able to get the truck to do this again and they gave me no notice of rent increase.

  Business response

  01/05/2023

  The facility in question is a Lock-Down facility due to the local area of Philadelphia in which it is located, meaning that the Building is locked up tight with no Tenants present once Office Hours are over – this means that Access Hours end 30 Minutes before Office Hours end in order to give the Team a chance to clear Tenants from this multi-story Building by Office Closing Time. This is posted not only on this Site’s page of the Compass Website but on multiples signs posted throughout the property, and tenant was aware of access hours.  Ms. *********'s rental payment on both units is the 29th of each month.  Per the self-storage lien laws set forth by the Commonwealth of Pennsylvania, owner has right to overlock units due to non-payment. Once the tenant paid, overlocks were removed and tenant had full access to her units.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unit was broken into Never notified by property All personal item stolen 3 days in a row and the manager can't seem to get the police the video footage

  Business response

  01/12/2023

  Tenant was requested to submit claim to insurance through ****** and the claim is being processed at this time.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently moved to ******* in the middle of the Pandemic from Denver Colorado and am still commuting. Last summer and 5 months later both my parents passed in Colorado. I am an only child of my mother. I wasn't doing well emotionally mentally or physically and needed to store my things as I traveled back/forth to settle their estate and deal with an estranged step brother 38yrs away without visit word or acknowledgement, who began to terrorize me to the degree of a permanent restraining order. I placed my things with Compass Self Storage at the Lakefield location for its convenience and immediate access. I must say the time of movie in the fine details of the contract were not pointed out, especially the non-proration of rents or fees. They have their contracts uploaded on a small counter top screen and you're ask to initial and sign. It is only after you have signed and committed to the contract that you receive a paper copy. With everything going on and my commute I have not been able to focus on the paperwork. This fall I ended up moving closer into the city to have easier access to the airport. But with all the expenses of everything I couldn't handle their increases in fees $299, $341, $371 and late fees to the tune of $441. I made notice of intent to vacate. Was informed it was after my due date so I would have to pay a full month's rent inorder to access my things, some of which are from my parents. I have tried to work out a resolution with the Manager who has stated I either pay the full month's rent or wait until it goes to auction. I suggested several options but was refused. Statement was they don't offer prorated rents not for 2, 6 or any day under any circumstances. I am just looking to retrieve my things under a fair resolution as I do not have the resources to pay a full month's rent, pay for a truck and find movers. I have tried in good faith. This is part of the Amsdell Company in Ohio. Maybe clarity of contracts and a prorated addition.

  Business response

  01/05/2023

  The facility and District Manager made several attempts to contact Ms. ******* to discuss her account.  The lease is a month to month agreement in which rent is due on the anniversary date for each month.  Ms. ******* vacated after rent was due for the  month.  While all late fees were waived, we cannot prorate the rent for the month.

  Customer response

  01/05/2023

  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

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The monthly rental rate for my storage unit has consistently increased multiple times a year. The rate has gone from $89 per month and $12.00 for insurance to $185 per month and $12 for insurance. Every few months I receive notice of another $20 rental rate increase. The increases seem so excessive. I have never experienced anything like this with other storage companies.

  Business response

  01/05/2023

  Our District Manager, Eric L*******, reached out to Mr. ****** to discuss his concerns and has not heard back from Mr. ****** after several attempts.  Unfortunately, Mr. ****** is not listed in our system so we cannot discuss accounts any further until we have the correct information from him that matches our system.

  Thank you.
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been an auto paying customer of the Compass on **** ******* ** *********** ** since April of 2017. For some reason the September 01, 2022, auto pay was apparently denied, and this is my first issue. I say apparently because I have not seen anything official from Compass showing the transaction was denied, and my bank has no record of the denial. Furthermore, my bank statement for September shows adequate funding was available to cover the $97.00 charge. Does Compass only try automatic payments once? On May 01, 2015, the transaction was denied, and Compass ran it again on May 5, 2019. Why did Compass not try this transaction again. This is my second issue. Compass allegedly sent a certified letter to an old address dated Oct 11, 2022. I say allegedly, because no one at Compass can show me where the post office returned the letter. This is the second issue. I was called in to the Compass office a few years back because new owners had taken over and I needed to update my info. It was during this visit that I updated my address. Finally, not one time did I receive a phone call from Compass stating my account was delinquent. I rarely visited this storage unit so I never saw the lock. I trusted Compass to continue automatic withdrawals from my account. Now my unit has been auctioned and Compass has turned me over to collections. I have attempted to contact Andrew at ************ ext ***. His number lways goes to voice mail and he never returns my call.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a unit non climate controlled for roughly 189 a month to store my furniture and my kids furniture along with clothes and household items. I’m 100% disabled permanently and total with VA for issues I encountered during my deployment to Gulf War. The mgr at the time was very appreciative and said I had nothing to worry about storage there as I was worried about break ins. I had automatic deduct from my bank account for monthly bill. My kids have gone a couple times to get items they needed and never had an issue so I didn’t until I caught that they had raised my rate to 349 a month?!? I called and spoke to a lady at the location and she said corporate will raise rates and because there is no contract they can do that. She said she can’t change it..I said the rates that are published online are way less for same unit..169 to be exact for non climate controlled unit exactly like mine…she said yes that’s for new clients. I said I’ve never been late, I’ve been a great client why would you raise it like that and she referred me to corporate. I don’t think this is fair, I don’t mind paying for a service and their customer service has been good at the location but I also don’t want to be overcharged which I have been, to a great amount. I think they see that the client is never at the location, has auto debit to pay monthly and raised rate thinking no one will notice or when they do they send you on a call corporate and then call customer service then call the local store and on and on. It’s not right. This is the Compass Self Storage on Jodeco Rd, Mcdonough GA 30253 I rent unit j-457…I want the correct monthly charge and a refund for amount overcharged…at the very minimum the correct monthly charge which I have no problem paying but not 349 a month! That’s higher than their biggest climate controlled unit!

  Business response

  10/04/2022

  On 10/03/22, the District Manager was notified of inquiry by tenant and adjusted rate to reflect current street rates.  Tenant was notified and satisfied of update.  Unit will stay in review to make sure it aligns with competitive street rates in surrounding area.

  Customer response

  10/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented from Compass Self storage and was charged for a month I was not in the unit. I have been trying to get reimbursed. However, I can't get anyone to return my calls. I need this refunded back to my card.

  Business response

  08/05/2022

  While we cannot refund the credit card once it is charged, we are in receipt of a refund request from the facility and our accounting team is processing the payment to send to the tenant.  Thank you,

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received an email that a late fee was charged to my account. That once the fee was paid in full I could call to have the late fee credited to my next months payment. However when I called the employee said that was not possible. I was informed & lied to that the fee would be credited for the next month.

  Business response

  07/20/2022

  Account was reviewed by District Manager and, as an act of good faith, the account was credited.

  Customer response

  07/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This storage company originally priced my storage unit to me for around 125.00 a month including the 12 dollar insurance payment monthly ! So now every couple months they are up charging me for the unit ! Just today i received another statement in which I can show I have it in hand now ! It is now up to $161.10 !! So it's went from 125 all the way up to 161 ! This isn't right at all and I have a whole unit completely full of my property not to mention the pictures I have of damages from rodents to my property ! It's hard to say how much more damages their are if I'd go through the whole unit! This isn't ok to keep up charging me or anyone else !

  Business response

  07/13/2022

  Our District Manager, Bil W****, has made several attempts to contact the tenant to discuss rental amount and work with the tenant on their account.  At this time, we are waiting for a response from the tenant.

*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. ↩