We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Storage

StorQuest Self Storage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 been a customer at this location since April 2018. Since becoming a customer, I have been able to access the location during the posted Access Hours, which are 6am-9pm. Today, August 17th, I attempted to enter around 8am, but my access code gave an error, indicating I could not access the facility at that time. I called customer support and was informed that since I do not have auto-pay set up, I can only access the location during office hours (9am-5pm, closed on Sundays).I was surprised by this, as I have accessed the location multiple times outside of office hours, such as after 5pm on Christmas Eve to retrieve gifts for my children. When I asked if I could set up auto-pay to regain access, the representative said the office would need to grant access when they open.The representative cited "safety and cleanliness" as the reasons for restricting access to auto-pay customers only. However, I do not understand how my payment method would be an indicator of my ability to responsibly and safely access the facility. Additionally, there is no posted information stating that "Access Hours" are only for auto-pay customers. This seems to be a new policy that was not communicated. As a customer, being able to easily access the ********************** unit is a key factor in the value of the service. I feel that 1) I am not receiving the same value for my lease, and 2) this policy either needs to be removed or prominently displayed in all advertising and signage, not just communicated over the phone.Living in *******, where ******* are extremely hot, being able to access my unit during early morning or late night hours is important to me. If this policy remains in place, I will likely need to find a different storage facility that better meets my needs.I would appreciate clarification on this new access policy, as well as consideration of restoring posted access for all customers, regardless of payment method.

    Business Response

    Date: 08/19/2024

    ****************,

    I am sorry to hear about your issues but this has been sent to the wrong ownership group.  We operate in ******, ******** and not ********  We are managed by StorQuest but they have self storage units all over the country that they manage.  I think you should reach out to them and find out who this should go to in ********

    Regards,

    ***

StorQuest Self Storage is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.