Complaints

This profile includes complaints for Public Storage Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Public Storage Canada has 17 locations, listed below.

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  Public Storage Canada

  1740 Argentia Rd Mississauga, ON L5N 3K3

• 

  Public Storage Canada

  409 Weber St W Kitchener, ON N2H 4B1

• 

  Public Storage Canada

  1333 North Service Rd W Oakville, ON L6M 2W2

• 

  Public Storage

  663 Terminal Ave Vancouver, BC V6A 2M2

• 

  Public Storage

  7401 King George Blvd Surrey, BC V3W 5A8

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  I am writing to express my deep frustration and dissatisfaction with Public Storage regarding two significant issues that require immediate resolution.
  
  Firstly, Public Storage changed the rates for my storage unit without any communication or consultation. There was no prior verbal or written notice about the rate change, leaving me blindsided and without the opportunity to make an informed decision. This lack of transparency and failure to involve customers in rate adjustments is highly disappointing and reflects poorly on Public Storage's commitment to customer satisfaction.
  
  Adding to my concerns, a storage associate who extended my reservation provided false statements regarding the rate change, further eroding trust and credibility. Such misleading information only exacerbates the issue and raises serious doubts about Public Storage's integrity.
  
  Secondly, upon inspecting the assigned unit, I discovered that it is approx. 21 sq. ft. smaller than what was initially allocated to me. This incorrect unit size greatly hampers my ability to store my belongings adequately. Despite bringing this matter to the attention of Public Storage, they have been unwilling to address the problem. This lack of accountability and refusal to rectify the situation is utterly frustrating and demonstrates a disregard for customer care.
  
  * **** **** ** * ******** ********* ******** ** **** **** ****** ********* *** ****** ** ******** ****** ******* ** **** *********** *** ***** ******** Immediate action is required to rectify the lack of communication regarding rate changes and provide accurate information moving forward. Additionally, Public Storage must promptly address the incorrect unit size by allocating a suitable unit that aligns with the specifications initially promised.
  
  I eagerly await a swift and satisfactory resolution that reinstates my trust in Public Storage. Thank you for your attention to this urgent matter.

  Business Response

  Date: 09/06/2023

  We have been notified by the customer of this matter. We have informed them that when a reservation is made, the price provided at the time is locked in until the required date. If the unit is not rented by the date provided, the price can change. At the time of rental the price and unit are reviewed to ensure the customer is in agreement and is stated on the lease agreement. Site staff are aware of this situation and will continue to work with the customer to the best of the capabilities. 

• Initial Complaint

  Date:05/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in on March 11,2023 to the ******* location (*** ****** **** ******** ** *** ***, Canada) and paid for 1 month rent and I was told that my first month rent will cover March 11 - April 10th. I moved out on April 7th and informed the property manager on April 4th. However, they still charged me the $60 for April. I called the property manager and she refused to refund.

  Business Response

  Date: 21/04/2023

  Good day. As per our lease agreement signed, there are no refunds for partial months. At the time of rental, all tenants are explained the lease. When a tenant informs us ahead of their expected move-out date, we ensure to review the move-out details again. A copy of the lease agreement is provided to all tenants for their records and to ensure they can review the terms. Thank you.

• Initial Complaint

  Date:06/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have leased a unit for over a year at the **** **, Toronto Location, however, requested a friend empty the locker for me following a need to relocate home with urgency. I contacted the facility in early September to cancel the locker and they replied in writing accepting my cancellation and stating that my credit card had been removed from the file. Some time later, the manager of the facility rescinded his acceptance of my cancellation, as a friend had inadvertently left a lock behind. Family priorities have meant I didn't respond to their communications as quickly as I otherwise would have and I have been charged for multiple months since.
  
  Since commencing communications with the team again, I have requested the team simply dispose of the lock left in error (something a previous staff member indicated that they would help with if a key were ever lost, etc.) and have been refused. The team's communications have been cold, bordering on smug (threatening collections and stating there was 'no reason' why my friend couldn't just return.) ***** **** **** ********* ******* ****** ** ******* ********* **** *** ** ******. I am **** *** ********* ** *** ****** ******** *** just want my account finally cancelled so I can stop wasting my energy on an empty storage locker. I feel it's ludicrous for someone to be expected to pay for a storage locker in perpetuity if they can't return to the country, or convince a distant friend who lives over 2 hours away to drive in when I know the team are capable of handling this themselves without causing further duress to an otherwise loyal customer. Especially disappointing given how great the original staff were when I rented the locker back in 2020.
  
  I am best contacted via email.

  Business Response

  Date: 14/12/2022

  We are aware of the complaint as the customer informed us
  directly. After the customer provided their cancellation notice, our staff contacted
  them back the same day notifying them the lock has was not removed from the unit.
  No response was received from the customer for almost two months. Our staff attempted
  to reach the customer in the beginning of the next month asking to be contacted
  back regarding the lock. As no response was received, the payment continued as the
  lock wasn’t removed and the unit was therefore still occupied. When the
  customer contacted us back, almost two months later, it was explained that the unit
  is still being used as long as a lock is on the unit and to avoid further charges,
  to have the lock removed. ** *** ***** ** **** *** ******** ** ************ * ********* **** *** ** **** ***** **** ***** ********* ******** ******** 

• Initial Complaint

  Date:01/12/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello.
  re - Public Storage Vancover , 111 Commercial Dr Canada
  public storage changed their payment server in July = without any warning.
  
  I was locked out of my payment server, therefore I was unable to pay online.
  They then proceeded to default my account and add extra charges.
  
  They then did the exact same thing at the end of the next month. Again, unable to pay because they took the main payment server offline, and put up a non functional payment server, that cases people to go into default.
  
  As a result I was simply denied access to any payment methods.
  
  November 28 I sent ( by mail ) approx $950. dollars as payment for the overdue account ( they gave no warning of a change to server configuration = there was no warning.
  
  They then changed the server back to the working server, at the beginning of the next month.
  
  They then ONCE AGAIN at the end of the next month, reverted the server to the non functional pay wall server.
  
  This apparently caused my account to go into default, and I lost everything I had in storage,
  
  November 25 2022, I sent $931.75 ( by mail ) to cover the payments I was unable to send, due to me being locked out of the server.
  
  They now do not seem willing to return my money to me.
  I have all the receipts, I do not have a camera, I do not currently have access to a FAX , I have all the receipts,