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:06/09/2025

  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 went to my storage unit on 6/6/2025 and the gate arm was in the up position, I proceeded through the gate and my helper was driving behind me. Since the gate was already up, he assumed that it was fixed in the open position. When he went through the gate shut on his vehicle and possibly caused 1 bolts to partially pull out of the arm. I went back to the property on 6/7 and my access was denied. I walked back to my unit and it had a red lock on it. The Manager had locked me out even though my rent is paid through 6/30. I am now being denied access until the gate is repaired and I pay the bill. She is wanting to have me pay to have the unit completely repaired, even the previous issues that it had. I use this storage for my supplies and now I can't access them causing me serious financial harm.

  Business Response

  Date: 06/09/2025

  Hello,

  Mr. Fisher visited the property on 6/6/25 with his team and tailgated through without entering in a code, which caused damage to the entrance gate.  Mr. Fisher reached out to us by email, and I had informed Mr. Fisher that we were needing his company's insurance to make a claim for the repairs to the gate caused by his team.  Even though Mr. Fish has not provided his company's insurance; we have removed the overlock and Mr. Fisher has full access to his unit.

  Best Regards,

  Customer Answer

  Date: 06/09/2025

   
  
  Complaint: 23443825
  
  
  
  I am rejecting this response because: They did not unlock my unit or grant access until I had my Attorney draft a Demand Letter. The gate in question already had loose bolts and remained open most of the time, dropping at odd times. The gate repair guy added 2 new bolts, 2 new nuts, and 2 new washers. I have pictures of the loose bolts that were in place which do not mysteriously loosen up when the arm comes down. They were just trying to "strongarm" someone into paying for their already faulty gate. The gate didn't hit my truck but yet they want me to fix it. They violated laws; Texas Property Code $59.002 denying access to a paid up unit and possibly a criminal statute under Texas Penal Code $31.03 & $31.04. Without this demand letter, they would still be denying access to my unit. All of this for 2 bolts needing to be tightened.
  
  
  
  Sincerely,
  
  
  
  Gary Fisher

• Initial Complaint

  Date:04/21/2025

  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 walked into the office in ******** AZ to pick up my deposit on 4/21/25 after cleaning out a won auction. The office personnel refunded to return my 200 deposit to me upon completion. I want my refundable deposit back as I have cleared out this until.

  Business Response

  Date: 04/28/2025

  This complaint has been resolved and the customer has been refunded. 

• Initial Complaint

  Date:03/20/2025

  Type:Order 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.

  My complaint is too long to fit here.Once you provide me with an email address, I will provide you with more ************** short, Devon Self-Storage is refusing to honor their posted web-rates.

  Business Response

  Date: 03/31/2025

  We have attempted to make contact with this customer via phone and email and have not received a response. The email address and phone number appear to be invalid.

   

  Customer Answer

  Date: 04/01/2025

  Complaint: 23093637
  
  BBB
  
  I do not accept any of the businesss self-serving response, as it is just more of their frauds, and *****, against me.
  
  I am rejecting the businesses response, for the following reasons:
  
  I filed a BBB complaint against Devon Self-Storage on 3/20/25.
  They completely ignored me for 11 days.
  
  Then manipulatively, on 3/31/24, less than 24 hours before their fraudulent, unsupported 4/1/25 rental increase, (that contradicts their stated web site prices), was to take place, they tardily e-mailed me. 
  But a response, is Not an answer; it was distressing.
  
  Despite my likely not getting that tardy email for days, I did happen to go to the library to check my email yesterday, and received it that afternoon; but ****** gave me no time to do any research, before I promptly responded to her, before the fraudulent rental increase was to be effective.  I replied to ****** before 4:00 PM on 3/31/25; I then left the library.
  
  Not only did ****** ***** completely fail to address my complaint at all, but she offensively changed the narrative to a different non-issue, and then told me to call her - no doubt hoping that I would not even get her tardy email before the rental increase took effect, (in violation of their own stated web site prices); and at a minimum to cause another delay to benefit them, and to keep harming me, ongoing.
  
  Also, telling me to phone them breaches their own contract, stating that oral statements are not to be relied on by tenants.
  As I stated in my prompt reply to ****** ***** yesterday But Section 28 of their lease states: The Owners agents and employees ORAL STATEMENTS DO NOT CONSTITUTE WARRANTIES and shall not be relied upon by the Tenant.
  
  In addition, since I did not hear from Devon Self-Storage on my BBB complaint against them for 10 days. on 3/30/25, I had emailed one of the local locations in their monopoly, and informed them of the following ways that they are violating their lease
  Section 2. of the lease RENT, specifically states: Owner may change the rent or any other charge or fee by giving Tenant thirty (30) days advance written notice to the address stated in this Agreement.
  You have failed to give me written notice at my address, therefore, it violates the lease, and your rental increase is void.
  Section 25 of the lease, NOTICES: All notices required by this Agreement may be delivered in person, by certified mail, by registered mail, sent by first class mail postage pre-paid to Tenant's last known address.
  Nothing was sent to my address, rendering the rental increase void.
  All statutory notices shall be sent as required by law.
  You have violated this.
  Your company website also serves as a written contract.
  You are also in breach of your web-rates.
  
  Had I not sent that 3/30/25 email, I don't believe that Devon Self-Storage would have ever responded to my BBB complaint at all.
  The BBB informed me via my very valid email, that Devon Self-Store has not responded to the last dozen complaints against them - thus their very deserved F grade.
  
  When I returned on the afternoon of 4/1/25, I had a reply, from ******, from 9:30 PM last night!
  That time is very telling; she wanted it time stamped before their fraudulent 4/1/24 rental increase, and fraudulent insurance charges.
  But again, a reply is Not answer; it is deliberately manipulative and distressing.
  ****** ***** wrote, Your account has never been charged for insurance and insurance is not listed on your account.
  But that is no longer true, as of 4/1/25, so ****** emailing me late at night, on 3/31/25 was deliberately deceptive.  Also, since that insurance fee was noticed to me 4 weeks prior, it was in fact a charged to me on 3/31/25 - and her late-night trick does not work.
  
  In my reply to ****** on Monday, I referenced the same lease violations that I had sent to the local office on 3/30/25.
  On Tuesday: 
  ****** still refused to address their violation of their current web rate, as I stated in my BBB complaint.
  ****** still refused to address their violation of their current web rate, that I submitted a print screen of.
  ****** still refused to address their violation of their current web rate, as I again referenced in my email to her yesterday.
  
  ****** has repeatedly refused to address my BBB complaint at all; and only distorted the facts, and obsessed over lease violating phone calls.
  ****** wrote, twice, I have no issue speaking with you on a recorded line if needed.
  Why would that Ever be needed?
  Yesterday, I let ****** know, that a phone call breaches her lease, and today, she doubles down on the violations and ***** against me; trying to cause me duress.
  In addition, ******* bizarre suggestion that I have access to a phone recording device is baseless, offensive, frivolous, frustrates the process, and is deliberately delay causing.
  
  Today, I also had an email from the BBB, time stamped minutes after I had contacted ****** yesterday.
  ****** contacted me at the 11 th hour, for the sole purpose of claiming to the BBB, that she had contacted me; while not giving me any reasonable, or legal, time to response.
  There does not seem to be any limit to the abuses and *****, that Devon Self-Storage will inflict on me.
  
  ****** ***** took 11 days to respond to me, but she did not even give me 11 hours, to respond to her, before maliciously contacting the BBB, with deliberately deceptive statements
  This was an abuse of Devon Self-Storages power and position over me.  What a ruthless set up.
  
  ****** never once alleged to me, that she had emailed me prior, or ever phoned me.  
  This new fraudulent allegations did not prior exist, and were created for the BBB, to distress me, and to defame my character.
  
  ****** Smiths malicious representations to the BBB are more frauds against me.
  The is no ethical reason for ****** to say that my email is invalid, when it did Not come back as un-deliverable, and when I have been using that email, to communicate with store 9121, for over 6 months.
  Also, the BBB has used that email to communicate with me, so they also know, that ****** Smiths statements about my email address are fraudulent, and defame my character.
  
  ****** made off-topic and misleading remarks about her digging into my account, and lease, to intimidate me.  
  
  ****** also told the BBB that my phone number was invalid; but she very contrarily and ruthlessly dictated that I call her, three times. 
  I do not have a phone; therefore I cannot call Devon Self-Storage, and ****** cannot call me.  Demanding that I do the impossible, is a very effective way of causing me mental distress, ongoing.
  Again and still, the Devon Self-Store lease gives ****** an out, on anything said on the phone; which is why she had insisted on it, three times, rather than address why their current web rates are not being honored - demonstrating that they have no honor.
  If she had actually dug into my account, and/or lease, ****** would have clearly seen that there is no phone # on my Devon Self-Store account or lease - rendering ******* demand of me to phone her, times 3, premeditatedly vile.
  The BBBs submission form, will not submit, without a phone #; so I was forced to put in a dummy #, in order to submit my complaint, (which has gotten much longer since I filed it; I have grounds for an entire new complaint against Devon Self-Storage since then). I consciously put in a #, that any reasonable person could see was not valid, so that they would not waste any time calling it.  I dont think that the area code even exists.
  
  ****** cannot ethically, or in good faith say that I did not respond, when I did, within hours, unlike ****** ***** who waited until the 11th hour to contact me, with her own alternate and bizarre narrative, but repeatedly refusing to address a single part of my complaint.
  
  Sincerely,
  ***** *******

• Initial Complaint

  Date:02/01/2025

  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.

  Being charged twice price of other units on property of same size

• Initial Complaint

  Date:01/07/2025

  Type:Order 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.

  I have attached a letter for view

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair 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.

  I first became a tenant of a self storage unit facility after moving to the area in 10/2023 (then under name of Life Storage) . The initial advertised price for the size unit I needed was $92/month including insurance, which was affordable for my family's budget So we chose this over other similar properties in the area. Fast forward a few months, in MARCH 2024, I received a regular monthly text reminder of my upcoming payment telling me my amount due was now $165/mo. I called them to inquire as to what was going on and was told that my rent was increased to this price now and supposedly they had sent me plenty notice informing me of the change (which was never received via mail, email, or text message by the way). I later discovered after researching online that the business was acquired by Devon Self Storage and this was the reason for the huge price hike (DOUBLE MY ORIGINAL RENTAL RATE, AND DOUBLE WHAT THEYRE CONTINUING TO ADVERTISE ONLINE FOR THE SAME UNIT TO NEW CUSTOMERS). This seems to be a common practice with this company and I voiced my stress and opinion on ****** reviews about not getting sufficient notice about my rent increase and received a response saying they would gladly discuss it with me, yet my price is still doubled. Although this practice is supposedly legal, its very unethical and clear price gouging, especially when THEY KNOW PEOPLE ARE STRUGGLING AS IT IS!!! Very unprofessional practices and completely dishonest about having sent me notice. If they would've informed me of this being a possibility when I first rented the unit I wouldbe gone elsewhere and been able to afford my self storage rental rate, rather than having to pay late and choose between paying my storage fees or my light bill. Disgusted with their dishonesty.

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair 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.

  An employer called Devon Self Storage 12/26/2024 approximately 10:30-10:45 am. ********* ******* which is the ** of Devon self storage took the call she stated, to the employer I was a thief that stole from the company, I was selling drugs, I allowed homeless people to rent and live there, I wasnt a good employee, she wouldnt hire me if she was an employer ( which doesnt do any hiring to began with) First of all she violated the unprivileged act of law for employees personal and private information and slandered me to another employer she has clearly cause a natural tendency to injure or causes special damage to my career of choice, she has denigrate my reputation. She not HR nor is she *************** this was not her responsibility to degrade me and I have never worked with her. This was done on a recorded line. I have not been convicted of any thing she told the employee nor has Devon confronted me of such. She has continued to do this from the moment I left this business.

• Initial Complaint

  Date:11/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 am being charged double the rate for the unit I am in. Ive been in the unit for 2 1/2 years. The going rate for the unit is $182 a month for a basic unit in the back that I have theyre now charging me $354 a month and raising it in January 1 to $383 a month This is more than double the rate for this unit from what I see, they are trying to charge me more because they can see that its a hardship on me to have to move my stuff out of there, cause theres a lot of stuff in there and Ive been going through a lot of surgeries in my body. Just cant take the move price gouging I am in a 10 x 25 unit I looked all over the valley and the most they pay for a month is $205 a month maximum at any facility

  Business Response

  Date: 12/11/2024

  We have worked with the customer and the issue is resolved. The customer even gave us a 5 star review for the way we handled it.

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dino Belvedere

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased my unit 07/27/2024. I received a late fee August 3. How is that possible when it hasnt even been a week since I purchased the unit? I called the office and they stated that the amount is due every 1st of every month. After the 6th it will be considered late! It hasnt even been a MONTH!!! So why am I getting a late fee! Its only been a few days!!! What Im the world is going on over there?!

  Business Response

  Date: 08/13/2024

  Subject: ***********************************
  
  I called and introduced myself, letting her know that I was reaching out to address her complaint. ******** immediately apologized, mentioning that the issue had already been resolved by one of my managers at another location on ***************** She could not inform me of the manager's name but informed me the store was on I-55. The manager took time out to breakdown and  explain the process and fees to her. ******** stated she submitted the complaint to the BBB before she spoke to the manager who actually helped her understand the account. She mentioned that she tried to delete the complaint but couldnt find a way to do so.
  I thanked her for the update and asked if there was anything else I could assist with. She confirmed that everything was resolved and thanked me for the follow-up call.
  
  *****************************

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *********,
  
  ***********************************

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 storage facility Called Devon Self storage in ********** ***** informed me on the 27th that My storage contents would Soon be up for auction Even though I was not even 30 days past due. They proceeded to send me this email and the dates and the information in it that I received in the email contradict the letter received. The email and the letter two different auction dates. They want to charge $135 lien fee, but the email and the letter have two different dates that State that fee will be added. Not only is that fee exorbitant, but how do you put someone into fault? Its not even 30 days past due??? I want this fixed. I want lien taken off and I want stuff Safe. I informed them that I was paying on August 7 and they told me that I would end up paying the $135 lien fee which contradicts the letter received.

  Business Response

  Date: 07/30/2024

   It was great speaking with you today. Im glad we were able to connect about the lien process and clarify how the lien stages work. I appreciate our communication and am pleased we resolved this issue.
  As discussed, you now have my direct phone number, so please feel free to reach out to me directly with any questions or concerns. 

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************