Complaints

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

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• 

  XYZ Storage Corporate Headquarters

  500 - 459 Eastern Ave Toronto, ON M4M 1C2

  
• 

  XYZ Storage Corporate Headquarters

  2256 Lakeshore Blvd W Etobicoke, ON M8V 1A9

  
• 

  XYZ Storage Corporate Headquarters

  1 Laird Dr East York, ON M4G 3S8

  
• 

  XYZ Storage Corporate Headquarters

  207 Weston Rd Toronto, ON M6N 4Z3

  
• 

  XYZ Storage Corporate Headquarters

  135 Beechgrove Dr Scarborough, ON M1E 3Z3

  

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:17/09/2024

  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 can confirm that XYZ Storage has been ******* ** *** for the past two years in regards to a storage unit that I have been renting from them. Doctoring and fabricating pricing, incremental lifts to my particular unit B**** at a monthly price of $58.76 ..., when in fact the units goes for in the twenties and early thirties a month for the same 4x3x4 unit. I have compared with their pricing from various technology devices and can confirm that in fact XYZ at *** ******* ***, has absolutely lifted my unit's price, way out of line with their standard pricing for the past two years plus. I can confirm that this seems to be a targeting of my identity, with intent to *** **, ****** **** ****
  
  I am requesting that my unit B**** is corrected to the actual monthly fee, that a credit is placed on my account and my monthly is modified back to the actual price per month for the 4x3x4 unit.
  
  Thanks kindly,
  
  ****** ****
  Toronto, Ontario
  Currently residing in British Columbia with family and can be reached at ************@********com

  Business Response

  Date: 29/09/2024

  Hi there,
  We understand how important transparency and fair pricing are to our customers, and we take these matters seriously.
  We would like to clarify that our pricing structure is based on factors such as market demand and unit availability. Customers are informed of any rate changes at least 30 days in advance to ensure they have adequate time to make decisions. Additionally, since our storage units are rented on a monthly basis, customers are not bound by any long-term contracts and have the flexibility to move out at any time.
  While fluctuations in rates can occur, both upwards and downwards, we strive to manage existing rates conservatively. Our intention is to provide a fair and consistent service to all our customers.
  We can provide a generic Lease agreement upon your request that outlines the terms and conditions
  
  

  
  

  Customer Answer

  Date: 30/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I can confirm based on research on their pricing and their plans, that there is no possible way that my pricing jumped up almost twenty plus dollars a month in the one year and nine months that I have been a customer of XYZ Downtown Toronto, Eastern Location. I signed a contract with them that indicated approximately $42 a month, and now I am paying $58 plus dollars. These are approximate dollar figures, however it does not conclude or give reasoning for the smallest unit/storage space to jump in price from roughly $42 a month that was locked into the contract. I can also confirm that new customers of XYZ commence their contracts with $34 a month, and in their written terms, do not hit over twenty dollars in increments after being their customer for one year and nine months like I have. This is unreasonable what they have done to me, *** * *** ******* **** **** ***** ** ** * ********** ********* ******* ** ********* ******* **** ******* *** ***** *** *** ****** **** ** *** ** ***** *********. I don't believe XYZ and their ****** justification. They are being unreasonable and corrupt as far as I am concerned. * ***** ********* **** *** ******* ** ******* ********* **** ***** ******* ** *** **** ******** ** *** *** ** **** ****** *** ********* ************** **** * ** ********* ***** ***** ** ***. 
  
  Respectfully,

  Business Response

  Date: 01/10/2024

  Hi there,
  We can confirm that the customer moved in with a promotional three-month discount, which is offered on our website which took the regular down from $39 to $19.50 The regular rate for the unit began on April 2024, until June 2023
  We implemented an increase from $39 to $45, providing a 30-day notice. This rate remained in effect until May 1, 2024, when the price was adjusted from $45 to $52, again with a 30-day notice. Please note, these prices are before taxes and insurance.
  

  Customer Answer

  Date: 02/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I can confirm that there were absolutely no notifications from XYZ to me, ****** ****, and or to my family emails. I have records only of business hours, stat. holidays, changes to business hours from XYZ. XYZ absolutely did not advise me of these obscene and random increments to my contract. By law, they have absolutely no rights to lift a price per month by twenty dollars plus. **** ** ******* *** ******* *** ***** ** ********* ******** *********. I can confirm that there other customers did not receive these types of increases to their lockers, as I know other people that are there clients. To be honest, this is absolute nonsense, absurd, and actually *****. This dispute is going to continue with XYZ as I can stand firm that they are actually ********* **, making up their own terms, **** *** **, and not for all of their other customers. I am rejecting their response as they know they are *****. * ***** ******* **** *** **** ****** ******** ** **** ** ******** **** ***** Thanks. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 03/10/2024

  We truly want to assist you in resolving this matter. We invite you to visit our office so that we can provide you with a date-stamped ledger reflecting the increase date, as well as a copy of the notification letter that was sent regarding the changes. Additionally, we are more than willing to discuss options to help with the increase amount and explore a possible rent reduction if needed.
  Please let us know a convenient time for you to come in, and we will do our best to address your concerns.

  Customer Answer

  Date: 04/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  XYZ. Kindly provide the BBB with all written contracts, proof of advisory of letters with increments, as well as an outlining terms of agreement that stipulates that you are ********* allowed to lift monthly fees at that rate hike percentage. I am firmly aware that this has been *********, that the terms and conditions of our contract have been violated. I look forward to you providing ALL contracts, agreements, proof of increments, and again, as requested, PROOF of ALL COMMUNICATIONS that you said you warned me that you were lifting the prices. I have no records of this, neither does my family whom have also been overseeing a number of these breaches to the terms and agreements as outlined that commences in out business relationship that started January 2023 in Toronto, Ontario. Thanks kindly. Get to work. Thanks. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 08/10/2024

  Hope all is well with you.
  This email is in regards to ****** ****, ID# ********.
  
  I have ******** his lease agreement and ledger here and will provide a breakdown of his account below (rates before tax):
   Move-in date: January 24, 2023
  - Monthly rate: $39
  50% off discount for 3 months applied
  - February 1: $39
  (discounted rate $19.50)
  - March 1: $19.50
  (discounted rate $19.50)
  - April 1: $19.50
  (discounted rate $19.50)
  Discount ended
  - May 1: $39
  - June 1: $39
  - July 1: $39
  1st rent increase: August 1, 2023
  - Monthly rate: $45
  2nd rent increase: May 1, 2024
  - Monthly rate: $52

  Customer Answer

  Date: 08/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  XYZ has been requested to upload ALL contracts, terms, conditions, proof of advisory of increments and justification why they think they were allowed to hike up the rental agreement at such a high percentage. XYZ was advised to also do this for me in a personal email. And as such, they have declined to communicate with me and provide ******* reasoning behind their ********* business practices. 
  
  I can confirm that I am being ****** *** by XYZ, and that there are a number of other clients that do not pay what I am paying based on the same duration of services being rendered. I do not support ********* businesses, ones' that have intent to cause issues with their clients/customers. Baiting a customer as well is absolutely unacceptable, unprofessional, and violates a number of charter rights, business standards in Canada. Period. I am not going to be having any further of this ******* and **** ****. Thanks.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:10/09/2024

  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.

  The unresolved issue with this business relates to entries into the billing system to complete payment. To begin, on June 8th 2024, I provided the staff at XYZ Storage with a paper copy of Credit Card Change Authorization form. This same card was used to pay amounts owing, same date. If necessary, I can provide a copy of that June 8th form.
  
  The information was entered by the staff at XYZ Storage into their billing system. I have subsequently received a ledger where XYZ notes that every subsequent electronic request for payment was declined by the credit card company, requested daily between July 1, 2024 and August 19th, 2024. The lack of payment resulted in multiple late fees and associated charges to the storage unit account. It is my assertion that all of the fees were charged in error.
  
  Upon review with the credit card company, none of the electronic requests for payment were received. They received a complete list of dates when these transactions were claimed to be 'declined', and confirmed none were in fact correctly submit for payment.
  
  When I visited the XYZ Lakeshore site on August 19th, 2024, the paper copy of Credit Card Change Authorization form was located. No changes or updates were made to the information provided. When correctly entered by XYZ Storage staff on that same date, August 19th, the same staff member confirmed that the payment request was successful. That result, coupled with credit card agent's confirmation that no previous requests had been received, leads to the conclusion that there was an entry error by XYZ Storage with the previous entry.
  
  I contacted XYZ Storage via e-mail on multiple dates requesting they review their paper files to correctly enter the information. They did not do so. I e-mailed a complete description of this error to head office staff outlining the erroneously charged late fees, seeking a return of those funds. They have not addressed this concern.
  
  I seek reimbursement for the late fees on my storage unit.

  Business Response

  Date: 11/10/2024

  Here are all the relevant documents pertaining to this customer's complaint. Please note that it is the customer’s responsibility to make payments on the first of each month. He provided a new credit card on June 8th; however, the payment did not go through. Since then, our team has made multiple attempts to reach him, as noted in the attached records. Unfortunately, he did not respond promptly. When he eventually did, XYZ Storage took a considerate approach, explaining that it is his responsibility to ensure timely payment. Nonetheless, to show our appreciation for his business, we waived the late fees on his account.
  
  ****** *** *** ******** ****** *** ****** ******
  
  **** *********** *** the late fees ** ******, which amount to $95 from July to August:
  July 8th - $15
  July 20th - $15
  July 31st - $50
  August 8th - $15
  *** ***** ********* ** the allowance of $95 *** *** **** ********* shows he got the prorated amount for September 21 - 30 ($55.74) + $95 allowance = $150.74
  
  ***** **** ******** *** ***** ************* 
  *** ********** ** the email shows **** mentioning the $95 was a credit of the late fees.
  
  Thank you.
  *****

• Initial Complaint

  Date:09/11/2022

  Type:Customer Service 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 put items in a storage unit at 1 Laird Ave. It was temporary until my daughter found a place to rent. The day before I was to move the things out, I filled out a move out form. I live 4 hours away from the unit so I hired a moving company to move my daughters stuff. My daughter and the movers got to the premises at approximately
  7:30 am When my daughter tried to access the building she was denied. She called me and I told her keep trying as their ad clearly displays 24 Hour access. Here, I have my daughter waiting to gain access and I am paying the movers by the hour. We kept calling the number trying to reach someone. We left messages but no one called back. Thankfully, someone showed up early to work at 8:30am so she could get in. He was not going to let her since they don't open until 9. I paid the movers an hour and 15 minutes to just sit. XYZ Storage says they pride themselves on 24 hour access. This is definitely ***** ***********. I was in contact with a customer service rep, she told me to email her my concerns, which I did. She stated that my concerns were valid. I hadn't heard anything for 10 days so I called. She was very **** to me. I also asked for my prorated refund as I did not use the storage for the full month. She said why didn't I fill out moving form, which I stated that I did the day before my move. She told me usually someone goes back in to check for move out forms. She also told me that people don't move out after hours. She didn't say you can't. Unfortunately, you can't move out after hours unless you apparently contact them. Nowhere on their website does it say that. I am seeking my $173.75 for the hour and 15 minutes I paid the movers. I also believe they are using ***** ***********.

  Business Response

  Date: 10/11/2022

  Good Morning *****,

  We appreciate you taking the time to express your concerns with XYZ Storage and apologize for any inconvenience this may have caused.

  Our number one priority is our valued customers and it would be my pleasure to speak with you and personally address your concerns.

  I believe our team, had been in contact with you regarding this issue, and the last conversation we had was yesterday.

  Despite this, I am eager to chat with you, Please reach out to me directly at ************ extn. ***.
  

  
  Best,
  ******* *********