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:03/06/2025

  Type:Sales and Advertising 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.

  On February 14th 2025 I notified the manager of Storage Sense that someone tried to break in to my storage unit. He said he was going to look at the cameras. When I later went to the office to ask what he had seen. He said he saw nothing. But the lock and door of the storage unit had damage that was not there the night before. He later continued to say that the area was bad and that the storage unit was an unsafe place. After doing an investigation I have suspicion that they are covering for friends or other tenants they are close to. They are running a fraudulent business advertising a safe space to store your belongings when it is in fact not safe. They are renting out rooms inside the office for people to live in. And they allow homeless people to sleep inside the storage units as well. Theres trash and sometimes human f**** all over the side of the buildings. A tenant also said that they sell drugs.

• Initial Complaint

  Date:06/30/2023

  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.

  My wife and I have been storing items at this location since September 2016. In November of 2022 and June of 2023, Storage Sense has conducted itself in deceptive practices that ensure that it becomes very difficult for consumers to make payments on units the further they become delinquent. Storage Sense, upon taking over the previous owner (AAA Storage) at this location, recommends creating an online account via their website to make payments (up to a certain amount of days), otherwise you can make payments over the phone (also, up to a certain amount of days). If you Try to make a payment Online once the account is past due a certain amount of days you are prompted with an error message to, call and make a payment over the phone. If you call the locations advertised phone number, you will be routed to a call center. This call center also has a certain limit of days that the unit must be Under past due, in order for them to take that payment. If you are past that certain day threshold, that call center representative will then attempt to reach out to the stores Manager who is, capable of processing that payment. If/when that on-site manager calls you back, you will most likely be told that your units are, pending auction and will now require the full payment in Cash or Cashiers Check. For 3 of those almost 6 years of having our (2) 10ftx20ft storage units, we were living out-of-state, and those methods of payments are very inconvenient when Time is a concern. In November 2022, we feverishly called Storage Sense for weeks attempting to make a lump sum payment of $1.6K to prevent the sale of our items while we were in ********. However, the Manager who could take our payment was, On vacation for a few weeks, then contracted Covid, and was *** for several more weeks following his vacation. Both times, through extreme begging to the on-site Assistant Manager, were they able to take a payment over the phone to prevent the auction of our lifelong possessions.