Complaints

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:02/03/2025

  Type:Delivery 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.

  They have a customer by the name of ******* *******, who used my address fraudulently. On September 17, 2024 I contacted the business to remove my address from his account. I have a recording of the conversation and I was told my address was removed. Now today, February 3, 2025 there was a certified letter from the same company addressed to ******* (tracking number of the letter is listed) I sent a cease and desist email to the property manager that was left unanswered. I want no further communications from this company. ******* doesn't have my permission to use my address and I made that very clear when I called in September. I have attached pictures of the letter from today and also a text to ******* after I spoke with the storage unit manager in September. My next step is going to law enforcement if nothing is resolved here.

  Business Response

  Date: 02/05/2025

  February 5, 2025

  
  Better Business Bureau
  Complaint ID: ********
  

  RESPONSE SUBMITTED VIA WEB SUBMISSION

  Dear BBB Representative,
  
  Thank you for bringing the complaint to our attention. We truly apologize for the frustration caused by the delivery of mail that was not intended for your correspondent.We understand how disruptive receiving incorrect mail can be, and we want to assure you that we take this matter seriously.

  
  Upon reviewing the situation, our company follows a specific policy regarding address changes for tenants. As per our policy, only tenants are authorized to change their mailing address with us, and this must be done in writing to ensure accurate documentation and avoid confusion. Unfortunately, this procedure means that we cannot process address changes without the necessary written request from the tenant directly. The address of ********************************* was the address provided to us by our tenant on his rental lease.

  
  We apologize for any inconvenience this may have caused; we have made efforts to reach our tenant to facilitate an address change but have been unable to connect.
  If theres anything else we can do to assist or if you need further clarification, please do not hesitate to reach out to us directly. We are committed to resolving this matter in a timely and effective manner.

  
  Thank you for your understanding,
  Cheyenne West | Corporate Paralegal
  NSA Storage
  __________________________________
  p | ************
  e | *****************
  
  ****************************
  ***************************
  

  
  

  Customer Answer

  Date: 02/05/2025

  That's not acceptable and it's unauthorized. I sent an email to your property manager in regards to the federal laws that are being broken and what penalties your employees could face, now that I have more than one confirmation that you guys are a willing participant in breaking a federal law. Federal law supercedes your policy. I will now contact the CEO of your company to have my address removed. I will include the recording of your employee acknowledging and confirming that my address was removed. ******* is known to steal people's identities. 

  Business Response

  Date: 02/06/2025

  
  February 6,2025

  
  Better Business Bureau
  Complaint ID: ********
  RESPONSE SUBMITTED VIA WEB SUBMISSION
  Subject: Second Response to Complaint ID: ********

  
  Dear BBB Representative,

  
  We continue to extend our sincere apologies for the inconvenience you're experiencing receiving mail that is not yours. We understand how frustrating this can be,and we truly appreciate your patience.
  The reason you are receiving this mail is we are obligated to send certain notifications by mail to our tenants. Under state law, those notifications must be sent to the tenants last known address, which, in this case, happens to be the address where you reside.

  
  Because of this statutory requirement, we have a strict policy in place where only the tenant can submit a written notice of an address change. As you are not the tenant, we are unable to accept an address change request from you. This policy is essential to avoid any errors that could lead to violations of the law in regard actions such as auctions, emergency notification etc. Please know that we take these matters very seriously to ensure compliance and avoid any legal complications.

  
  It's important to clarify that the mail you are receiving is simply a required notification that stems from the information the tenant provided. It has no bearing on your personal credit history or any financial relationship with you.
  I apologize again for the inconvenience and confusion this situation may have caused.

  Should you have any further questions or concerns, please don't hesitate to reach out. We're here to help.

  
  Thank you for your understanding,
  Cheyenne West | Corporate Paralegal
  NSA Storage

  Customer Answer

  Date: 02/10/2025

  Im moving forward with the police and the *****. It's fraudulent either way you spin it. Maybe law enforcement can get this all figured out. Again your company policy does not supersede federal laws. I'll move forward legally now. 

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair 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 was notified by the Manager on site at Right Space Storage that payment on 05/10/24 due of $****** and on 05/21/24 late fee due of $22.60, the next payment due on 06/10/24 of ****** and another late fee of $22.60 on 05/21/24 equals $300.60. I spoke to a representative by the name of *** in their call center after I got a notice that my unit was going to auction after speaking with the on site manager that my unit would not go out for auction until after the account was 3 months past due which would be on 07/10/24. I asked the rep. **** is the current balance on the account. I was advised that it was $400.86. I had the rep verify the payments and late fees with me and any lien fees. He advised there was a lien fee of $25.00 and a " vehicle tow" charge of $75.00. I've NEVER registered a vehicle to my unit I haven't had a car in over 3 years so that should not even be applied to my account. I have no problem paying what I actually owe. When I asked the to remove. The vehicle tow charge they told me no they had to verify it with the facility. I asked them if they do partial or future payments I was told no and that the unit was on the pending auction list. I asked if there was a way to place a hold on the unit because I was going to pay the balance in full next week on my paycheck he said no. This is very frustrating for consumers with inaccurate and frankly fraudulent billing from this business. I would like this complaint to remain on file so other people don't get taken for a ride like this.