Business Profile
Storage Units
Northwest Self StorageThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
since sept 1st 2024 i have been trying to move out the property manager has threatened us and has harassed us since we filed a complaint we filed with the main company i have been calling for his boss to call us and nothing then this month he broke confidently talk to one of my employees about the unit and then called another employee and threaten her that our things where going to action . so i called the main company again and filed another complaint and i have video on this since this i was told some one hire up would call me back in 48hr to 72hrs no call i then called again and still no response now they are trying to charge me double amount. after I have been trying to move out of this unit and the threats have been coming in and i have been with this company for 4 years and this is not ok this company has violated my rights and then he tells me i cant pay for it with my debt card and then he always has us on speaker all the time at this point we need help there is more to this complaint i don't have enough room to put it all. further more they have been charging me insurance but i have provided them with paper work i have my own and they don't care they still charge me.Initial Complaint
08/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I rented a storage unit from NW Self Storage for the past 2 years. On July 26th I went by the facility to put some items in my storage unit. Upon arriving I discovered that my lock had been removed and changed. I went to the office and had to have the manager break the door open in order for me to access my unit, at which time I discovered that all of my belongings had been stolen. I was then told by the manager that they had suspicious activity occur in the building where my unit was, but they never notified any of the tenants of this. The manager only sent an email on April 25th stating that from time to time they periodically change the hallway code. There were no signs of forced entry, but in order to access the facility you need a gate code and a separate code to access the building hallway. Everyone that I have spoken to regarding this incident believes that it was either an employee, if not the company itself who most likely broke into my unit and stole my belongings. The manager claimed that there is no camera coverage in my area of the facility. The insurance company that NW Self Storage uses denied my claim on the basis of mysterious disappearance and said there is no proof of theft. I have attempted to speak with NW Self Storage, but they will not return my calls. I paid them to rent a storage unit with the understanding that my belongings would be safe and they have shown gross negligence by not having adequate security, camera coverage, or notifying myself and other tenants of suspicious activity.Initial Complaint
08/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Has charged me for insurance on 4 storage units since Oct. 2021. I had provided them with proof of I surance whe. Renting the units in Jan. 2021. I just found out about this. They refuse to refund my money. I paid rent for 3 of 4 of the units for July until the dispute settled. Now they are charging me $100+ late fees for July rent and threaten to start auctioing my stuff Aug. 1. I locked out. Three of my 4 units are paid until Aug. 1. They will not give me any info to contact corporate to request this matter be reviewed. My insurance Co. has emailed all my coverage info since Oct. 2021.Initial Complaint
08/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
July 9th of this year I reserved and rented a unit, A-12, at the St. Helens Self Storage facility. We were planning on moving to St Helens the following month. However, plans abruptly changed and I contacted the office to inform them that due to circumstances not in my control, I had to cancel my rental; this call was 6 days later. I spoke with a woman, who said that she would inform corporate to process the refund; and that it would take 7 business days. I called today, 8/10th to find out the status of my refund, I was given the "run around" by the man in the office. I called their corporate office and explained the problem. She told me that the refund had to handled by the area supervisor of the facility in question, but she was unable to reach him. I asked for her supervisor, she placed me on hold and after a long time hung up.I called back, and was hung up on again. Now my called are not even answered. All I want is my refund of $253.00Initial Complaint
08/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have had a unit at this storage unit facility for over two years now. The manager at the St. ***** location, ***, is kind and helpful. However, the corporation that manages Northwest Self Storage is abhorrent. They raise rent multiple times a year and do not send email notifications when they do. My account has been unable to make payments online for months. I have to call in and make my payment over the phone every month. Supposedly this has been reported to IT, but I tried to make my payment today and it is still is not fixed. The worst part is, my account shows I owe $178 a month, but when I call in they say I owe $201. When I spoke to customer service about this discrepancy they were not helpful, and not understanding. Its like theyre forcing me to take a late fee this month, because I get paid on the 5th, the last day before it is due and a late fee is initiated, and the 5th is a Saturday. I thought my account would be fixed by now since it was reported.I am in the process of moving my stuff out of this unit. I would never recommend this company to anyone looking to rent a storage unit. Theyll rob you blind and raise your rent no matter how loyal of a tenant you are.Initial Complaint
06/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Whereabouts of kittens found in customer's property that the management (area manager, regional manager, Operations director) Have lied about where they took for fostering repeatedly.Initial Complaint
06/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Well I parked my haul trailer to my storage left it right in front of my storage over night was having break light issues next morning it was gone they had a a letter on my unit saying towed for late fees well my rent was not do yet I went and talk to them and they tell me they put that but they really towed it cause they warned me no parking over night witch they didn't do now my haul trailer is sitting full of my stuff in a tow yard and they won't give it back they never gave me a warning or they would have one on file need helpInitial Complaint
06/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Due to limited number of characters in this field, I attached a copy of my complaint (Complaint_Description Dalotto-NWSS.pdf). In summary, this compliant includes:- Deceptive advertising: The website advertises Our storage facility features state-of-the-art security measures such as coded gate access, 24-hour video surveillance, superior outdoor lighting, a perimeter fence, and onsite staff during business hours. while they have no security features at all on the back of many units, including mine, which resulted in a breaking-in and robbery of my belongings.- Failure to fulfill our agreement for me to re-locate from the insecure unit (#***) to more secure units (#** & 61), credit me for rent of the month I was robbed, waive the first month rent of the new units, etc.- Double-charging me for the period that I was supposed to have credits and waived rent - Failing to respond to numerous phone calls and emails in an attempt to resolve the issue.* Be sure to read the attachments, especially NW Self-Storage-Dalotto Account ************** and Complaint_Description Dalotto-NWSS.pdfInitial Complaint
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In short, I suffered a break-in to my storage unit at *********** in early February. Upon discovering my losses of close to $10k, I immediately reported it to management at the facility. I also reported several units occupied by individuals who were living inside. Management refused to provide security footage to myself, or the *************** without a warrant or subpoena. They did nothing to investigate the reported suspects living inside units. I took it upon myself to check the units that were lived in, and sure enough I found several of my stolen items. Even after ********* police were able to arrest the suspects for selling my stolen items, NW Self Storage employees refused to provide footage that would constitute burglary instead of simple possession of stolen property.The manager is rarely in the office during normal hours, and is incompetent or unwilling to help when she is. I tried the 800 number several times, and was given a 72 hour ticket request to speak with someone higher up. This expired twice before I finally tracked down the area manager on linkedin. No help, no action, and no apologies were given. After two full months of complaints they have still done nothing to evict the people who live inside, and defecate on the property. They choose to protect criminals and allow them to live on-site, rather than enforcing the rules and protecting paying customers' belongings. No reasonable person would store their belongings at this facility if they knew how it was ran, and NW Self Storage should be held liable for any losses that occur.Initial Complaint
04/18/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I rented a storage unit at a *********, ****** location for a period of 4 months for a vehicle. I cancelled the unit early (one month) and was told I would receive a refund of $220 on April 4th. I had not received a refund in any form 2 weeks later. I called to ask why I had not received it and was told that their "policy" is 8 - 10 weeks to receive payment and that it was by paper check. Why they send refunds by check and why it takes so long was not explained when they can took my credit card and my money immediately when I rented the unit. This smacks of usurious use of my funds to gain a benefit, especially if pooled with money of other customers in the same manner. Any other business can refund money instantly, or at a maximum of one week.
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Customer Complaints Summary
20 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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