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:07/06/2024

  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.

  I share a storage unit with my sister's at Devon self storage @ 3577 ************************** and the unit and we have reason to believe the unit was broken into by the owners they live on the property and they would not allow the owner of the unit to view video and they called the police before we could arrive so we would not have any interaction with them or to report the incident. They came to fix the units back door as it couldn't open and they where able to look around and the next day the unit was broken into through the same door that would not open and that they fixed. The owner said it was broken into around 3 or 4 am in the morning and he said it was around 2 men but he said they didn't take anything but he also said he didn't know who did it and wouldn't allow the video to be viewed he didn't want the police called a second time so we could make our own report the owners called and left a voicemail about a review that was left on the site and it was very personal and unprofessional of him to do that this was the second time our unit was broken into and they claim the fence was cut and that's how the thieves where getting away with things and I don't believe thieves where cutting a fence open taking a huge riding lawnmowers and sofas the employees are constantly yelling at us about the review that was left they where more defensive about the review left than the unit being broken into. All the boxes where cut open from front to the back and sentiment things where rummage through and taken I have strong reason to believe the owners and employees including the maintenance man are the thieves that are breaking into people's units and it needs to be investigated and they should not be living on the property where they have easy access to people's personal belongings

• Initial Complaint

  Date:06/24/2024

  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.

  DEVON STORAGE AUCTIONED THE CONTENTS OF ONE OF MY TWO STORAGE UNITS IN *********, ** WITHOUT INFORMING ME OR HAVING MY AUTHORIZATION. AFTER MANY DISCUSSIONS WITH MANY COMPANY OFFICIALS A FEW MONTHS AGO THEY AGREED TO SEND ME A $100 CHECK FOR AN EMMY ***** AUCTIONED ILLEGALLY....TO GIVE ME FREE STORAGE FOR A YEAR....AND TO SEND ME MANY PHOTOS OF WHAT THEY ILLEGALLY AUCTIONED OFF SO I COULD MAKE MY $5000 ESTIMATE OF THE CONTENTS I LOST MORE ACCURATE. THEY SAID THEY WOULD MAIL THE CHECK....SEND THE PHOTOS....EMAIL AN AGREEMENT AND ONCE I HAD DETERMINED A MORE ACCURATE ESTIMATE NEGOTIATE WITH ME A SETTLEMENT PAYMENT THAT THEY WOULD MAKE. THEY DID NONE OF THESE THINGS THEY HAD PROMISED TO DO AND HAVE NOT RESPONDED TO CALLS OR EMAILS FOR MONTHS NOW!

• Initial Complaint

  Date:05/17/2024

  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.

  Was not informed the company took over since April and I am being charged for a fee without being properly informed

  Business Response

  Date: 05/20/2024

  I spoke with customer and explained to him that his account has not been charged any late fees due to acquisition from cube smart to Devon Self Storage. Customer was upset that he was not notified before the change in ownership. I did inform the customer that we did send out welcome letters after we took over this location to all customers providing them information about the account along with a copy of the new lease. customer said he paid his bill on cube smarts website that I explained to him that cube smart shut down the website the night before the acquisition to prevent payments being deposit into the wrong accounts of ownership. I did text him cube smarts customer service number to take a deeper dive into his payment that was paid through their website. Customer said he will come into the location to make payment. 

• Initial Complaint

  Date:03/29/2024

  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've had a unit in the Park Heights, ** storage facility going back over 2 previous owners. The shady practices continue regardless of who the owner may be. I'm just recovering from a severe illness and getting my finances back in order. I got a Notice of Default letter that calculates my charges for February and March at $256.80.Today, I was told by the manager that I now owe $388. The letter states that a lien&auction fee will be added if I do not pay the past due amount before the unit goes to auction in April. It is still March and I'm prepared to pay what's due tomorrow, but why have I been charged an additional $135 when the unit is not scheduled to go to auction until April?I spoke with a who identified himself as the facility manager who completely contradicted the timeframe set in the letter I received. He left the conversation with telling me that the lien and auction fee couldn't be waived but I could just pay the past due amount and move out.I'm not prepared to move my belongings until I am fully recovered. I updated my autopay method. I don't understand why I cannot cure the default and pay ******* rent and move forward from there. The extra fee is more than next month's rent, including insurance.I have consulted my attorney about this process, the contradictory statements and fees, and processes like this being covered under ******** anti-usury laws. I also relayed that there has always been a printed referral bonus that the local office has never honored, no matter who owned the company (bait and switch violation).I cannot agree with being taken advantage of in this manner when I have had to deal with the facility's mice infestations, cockroach infestations with dead and live cockroaches left to litter facility hallways. This is too much! I must challenge this abuse of urban clients in civil court and even obtain a temporary restraining order, if necessary, to prevent the sale of my belongings while any court proceedings are pending.

• Initial Complaint

  Date:03/05/2024

  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.

  I am writing to express my dissatisfaction with the recent experiences I have had with Devon Self Storage Holdings (**) LLC ("Devon") at the ******** location, formerly known as Life Storage.1. On my moving day in December 2024, I encountered a significant problem with the storage unit sizing estimation provided by your company. Despite providing detailed information about my storage needs during the initial consultation, I was informed that a 10x10 unit would suffice. However, upon arrival, it became evident that this unit was insufficient to accommodate all of my belongings. This misjudgment resulted in unnecessary stress and inconvenience during the moving process.2. I received an email on January 24, 2024, notifying me of the transition to Devon Self Storage management. Additionally, I was dismayed to discover that under the new management, insurance limits were decreased without explanation, and payment schedules were changed without prior notice. 3.Unauthorized Charges and ********************** Most recently, I was alarmed to discover that unauthorized charges were debited from my account for auto-payment of storage fees. When I questioned this practice with the manager, ***** ******* I was met with hostility and unprofessionalism. Not only did ***** fail to address my concerns, but she also refused to remove the auto-payment from my account, leaving me feeling frustrated and powerless.4.Safety Concerns: I am deeply concerned about the safety and security of my belongings stored at your facility. *****'s aggressive behavior and apparent vendetta against me have left me fearful for the integrity of my possessions. I am reluctant to visit the storage facility in person due to concerns for my safety.

• Initial Complaint

  Date:09/13/2023

  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 called on September 5th of 2023 because i was unable to make a payment online of the past due month which was August plus late fee and current month of September because it had an additional $135 on top of it which I not only couldnt afford but could not understand as i was already paying a late fee. When i purchased the storage i let them know i was on ssi and didnt get paid until the 3rd of each month since rent was due on the 1st. They said it wasnt a problem. When i called on the 5th the manager was very rude, telling me he wouldnt except my payment of the past due and current month, i had to pay the $135 on top of it. How can he charge me such a ridiculous amount when im already paying a late fee. Now im losing everything I own and how is this even possible. What kind of people run this place. As it is the deal i signed up with didnt last long because they raised my rent shortly after. These people shouldnt be allowed to be in business. Im absolutely shocked how they wouldnt even work with me or have any options to help save my storage when im literally only 1 month behind there willing to pay it and the current month. Who does that?

  Business Response

  Date: 09/26/2023

  Hi, my name is **** and i am the Regional Director of this store.  I talk to tenant and resolve this issue, we did a move out agreement for $200, so she did not pay for that $135 fee. 

  Thanks 

  ***********************

• Initial Complaint

  Date:05/09/2023

  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.

  On 05/08/2023 I applied online 3pm for a Storage Unit 6X8 for ($34). When I arrived at the facility at 4pm, the actual unit they gave me was a 5x7 ($27 online price) which was unacceptable. When I asked for the original at the original price, I was told it would now be $50.00 (in person price) and the online unit I originally asked for was an administrative error. I asked them to give me the 6X8 as originally specified online at the online price for that unit ($34) and was told no, and that my only option was to get the higher priced unit. I told them I had another offer from a competitor of an 8X10 for the same ($50) and asked if they would honor that, and was told not only no, but the price I was looking for was insignificant to their monetary base and would not affect the way they conduct business? I consider this "Bait and Switch" tactics which I feel could be illegal if not unethical. They also told me they were charging me a $25 administrative fee which I want remitted back to me. All I wanted was the original 6X8 unit I applied online for, at the online price of $34 a month with my 1st month free as specified in their online ordering process. Now I hope someone investigates them for illegal business practices.

• Initial Complaint

  Date:05/08/2023

  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.

  On October 28, 2022, I terminated my rental of storage unit # C- **** @ Devon Self Storage in East ********, **. It was emptied, cleaned, left in good order and successfully inspected by the property manager, ***************************. [**: This unit was paid in full through 10/31/2022.] I was not offered a final, dated, zero balance close-out statement nor was I aware that I would need one. I trusted the team and the company to be honorable and knew I was in good stead with them.In early March/2023 I received a ******* letter from a collection agency, CBA from **********, stating that I was in arrears with Devon Self Storage for the aforementioned storage unit for the month of Nov/2022, that rent plus additional fees totaled close to $500.00. I immediately took this letter to *********** and presented it to **************** who said that it [the collection letter] was in error and I had $00.00 balance. Since April 1st, I have been hounded by this collections company with whom I have tried to reason and resolve this problem as well as explain this error. Today, after yet again trying to resolve this over the phone with CBA (to NO AVAIL), and in utter frustration, I reached out to the *********** crew who politely and generously vowed to help BUT, also told me that once an account was turned over for collection, there was NO ABILITY for them to resolve, cancel or mitigate the process of collections despite the fact that I am the victim here. I need intercession by BBB who will use their talents and resources to stop this travesty and abuse. I have no other recourse. Please help me. In addition to complete resolution of this bill. I am requesting an apology in writing.

• Initial Complaint

  Date:03/23/2023

  Type:Product 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.

  We paid for a year storage in advance at this site in September 2022 and moved out at the end of the month after our Camper was broken into and vandalized. We gave our required notice and they have refused to give us the balance of our lot rental fees back. I spoke with *********************** several times and he promised to refund the balance several times and still has not delivered. Now ****************** is not returning my calls.

• Initial Complaint

  Date:11/08/2022

  Type:Product 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.

  Notified Devon by mail and by email on 9/07/22 of my intent to vacate my RV storage space effective 9/30/2022. Devon has continued billing me (charging my credit card) $133/mo for October and for November. **** delivered a second written notice to the site office at the end pf October. No one answers phone number, have called dozens of times. Have also sent twto contact us emails to Devons corporate officeno reply. Working with my bank to cancel Devons ability to charge my card. Devon owes me refund of $266.