Complaints

This profile includes complaints for Public Storage- ALL LOCATIONS's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Public Storage- ALL LOCATIONS

  701 Western Ave Glendale, CA 91201-2349

• 

  Public Storage

  1434 Ritchie Hwy Arnold, MD 21012

• 

  Public Storage

  1701 Whitehead Rd Gwynn Oak, MD 21207-4004

• 

  Public Storage

  4215 Shannon Dr Baltimore, MD 21213-2146

• 

  Public Storage

  48 Thomas Johnson Dr Frederick, MD 21702-4501

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:06/23/2025

  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.

  I started to rent a unit on 3/16 and have paid my rent on time. In the beginning of May I had an emergency and had to go to my brothers because he was going to have emergency surgery and was close to death. I got a text saying my rent was late. I paid the monthly rent, ***** but since I was preoccupied only paid the rent and didn't pay 5.00 tax. I got more texts but knew that I paid my rent and thought it was a reminder. Three days later my rent went up ****** and I access was taken away. I texted with customer service and asked if they could take the lien fee away. They only took off the late fee and my rent is still too high. I messaged them again and begged to have the fee taken off and they refused. I paid the month for June and asked if I could pay that off on a payment plan and they refused, Now, I cannot have access to my unit and cannot have my things. I only make barely enough for the rent of my apartment and need my things. I am never late and that was my first time and they refuse to work with me. I will pay the fees if they let me pay a little each month so I can have access to my things.

  Business Response

  Date: 06/26/2025

  Ms. ******** ******,

  
  I'm sorry to hear that your brother was ill. I hope he is feeling better now.
  After reviewing your account, we found that you vacated the property before your 30-day period was up. You initially moved in with a promotional rate of one dollar for the first 30 days but moved out before the 30 days were completed. As a result, you were given a prorated rent refund of $50.34.

  
  Your account is now closed.

• Initial Complaint

  Date:06/23/2025

  Type:Sales and Advertising 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.

  Hello my name is *** ******* Ive had a storage unit for a year and four months everything in my storage is damage due to rats I have insurance on it I file a complaint with orange storage no body reach out to me Ive called nobody called me back I lost everything in there and nobody did anything about it nobody wanna replace what Ive lost it wasnt no food or anything in there its rat p*** on all my clothes bedroom suit destroyed I had a **************************************** get insurance and didnt do nothing about it

  Business Response

  Date: 07/03/2025

  Dear ************************ are sorry to hear about the loss of your items. Our records indicate that you accepted ********************* at the time of rental.

  As outlined below, Public Storage must decline liability for this incident:
  Insurance: Release of Liability: All personal property is stored by the Occupant at the Occupants sole risk. Insurance is the Occupants sole responsibility. The Occupant understands that the Owner will not insure the Occupants personal property.
  Section 7, Limitation of Owners Liability: The Owner and the Owners Agents will have no responsibility to the Occupant or any other person for any loss, liability, claim, expense, damage to property, or injury to persons from any cause. Public Storage is not an insurance company.

  You spoke with your District Manager, ******, yesterday regarding the lack of response from ********************** He indicated that he would look into the matter and have someone contact you. Please follow up with him in a couple of days for an update. Orange ************** can be reached at ************, Option 3.
  We consider this BBB complaint closed.
  

  
  

• Initial Complaint

  Date:06/22/2025

  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 rented a storage unit at the end of January 2025. There was a lock fee for the unit unless you bring your own. If you decide to bring your own, it is stated to return the original lock and youd be reimbursed. I ended up purchasing a lock online and returned the original lock to the drop box on move in day. I reached out to the storage facility at the beginning of June 2025 to explain that I never received the lock refund to my account. The manager *****, called me back and stated that the refund was indeed processed and I would need to call my bank. When I asked ***** for a transaction number or some sort of proof to take to my bank to get this sorted out, the story changed. ***** then began to explain that they actually didnt issue a refund and that I should have brought that to their attention within 30 days of returning the lock. In the midst of this, I received a call from ***** with Public Storage and in her voicemail she states she is issuing a refund on that day (6/14/25). When I told ***** about this voicemail she states that no one called me and theres nothing we can do but I was looking at the proof. Needless to say I was not refunded although nowhere on the return lockbox states that I needed to call in order to get my refund. I spoke to someone in the WeCares call center who assured me a call from the DM. It is now June 22, ********************************** even a follow up call. This is disheartening because Public Storage has many locations in this area and I thought it would be a perfect fit.

  Business Response

  Date: 06/24/2025

  Dear Ms. Chaniqua Johnson,
  We sincerely apologize for any inconvenience this may have caused you.
  A refund check for $21.39 will be sent to your mailing address. Please allow 10-14 business days for delivery.
  We consider this BBB complaint resolved.
  

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23503162, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Chaniqua Johnson

• Initial Complaint

  Date:06/22/2025

  Type:Order 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 informed Public Storage that I was moving out of my unit and was assigned April 29 as the latest move-out day. I hired Zip to Zip moving who completed my move out of the storage unit on April 17. I returned to the unit on April 29 to assure that the movers had removed the lock, which was the only move-out protocol listed in Public Storage's email (apprising me that April 29 was the latest move out). My unit was paid fully through the end of April.I was subsequently informed by Public Storage that I had moved-out on May 3 - a blatant lie - and was therefore liable for the monthly fee of $413 for the month of May.Documentation proves my move-out on April 17 and last gate access (on April 29).Public Storage is deliberately lying and trying to scam me out of another month's fee.

  Business Response

  Date: 06/24/2025

  Dear Mr. Ron Vierling,
  We apologize for any inconvenience you may have experienced. Upon reviewing
  your account, we confirmed that you vacated the premises on April 28, 2025.
  We have adjusted your account accordingly, and you now have a zero balance.
  We consider this BBB complaint resolved.

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23502825, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Ron Vierling

• Initial Complaint

  Date:06/21/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 a tenant at this facility and have been falsely accused of loitering, had my access hours changed without notice, and was locked in the facility with no manager response. My June 6th harassment complaint was ignored, and I received a vague termination notice with no stated violation. I use the space for business storage within hours posted in my lease. This is retaliatory and has disrupted my income. I want reinstated access and accountability.

  Business Response

  Date: 06/24/2025

  Mr.******* ********, we are sorry for any inconvenience that this matter may have caused you.
  Our records show that you spoke with the District Manager ****** regarding the termination of your lease today via telephone.
  
  During this conversation, you were informed that since our prior discussion on June 6th, where we established the rules regarding loitering, you have been in violation. Consequently, we will no longer be doing business with you, and you need to vacate the premises by the end of the month.
  
  You questioned the definition of loitering, and the specific time frame considered.I reminded you that we had previously discussed this in detail. As per our discussion, you were not to be on the property for more than two hours at a time and could not work out of your space.
  
  You disagreed with the termination, believing you were following the rules since you rented as a business account. You requested to speak to the regional manager, and I assured you that I would pass on your request and have her call you.
  
  You then asked for the regular access hours to be reinstated, and I informed you that I would not be able to do that.

  You have until the end of this month to remove all items and lock.
  
  We will not negotiate any further with you and consider this BBB complaint closed.
  
  If you have any more questions, please allow the Regional Manager to reach out to you per your request.
  
  

  
  

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23501871
  
  I am rejecting this response because:

  I am submitting this rebuttal in response to the business reply provided by District Manager ******. First and foremost, I must clarify that my lease was terminated based on an arbitrary and inconsistently enforced policy that I was never formally notified of in writing, nor agreed to in any signed lease amendment. The conversation on June 6th was verbal only, and no written definition of loitering was provided at that time or thereafter. I continued to operate in good faith, accessing my legally rented unit strictly during posted access hours (previously 6 AM9 PM), and conducting lawful business usewhich I disclosed when I rented the unit as a commercial customer.
  
  ******************************************** definition of loitering appears to be selectively applied. I was never given any warnings, written notices of violation, or the opportunity to remedy alleged issues prior to the sudden enforcement and restriction of my hours. Instead, I was locked inside the facility due to the newly limited and unannounced hours, and when I called for assistance, I received no callback from the on-site manager despite leaving multiple voicemails.
  
  Furthermore, the accusation that I work out of the space is misleading. I use the unit for legally allowed activities, including moving, staging, and organizing estate sale inventory. I do not operate a storefront, bring customers on-site, advertise, or otherwise violate the intended use of the facility.
  
  I respectfully reiterate that:
  I was never given written notice of a rule change or loitering policy prior to these actions.
  The restriction of my access hours significantly disrupted my business operations.
  The termination was abrupt, lacking due process, and forced me to incur unplanned relocation costs that I am seeking to recover.
  The communication tone and refusal to negotiate further after a BBB complaint is unprofessional and violates the spirit of conflict resolution.
  I request:
  A formal written explanation of the exact violations claimed, including dates and evidence.
  Reinstatement of standard access hours until the end of my lease to allow for proper relocation.
  Compensation or reimbursement consideration for forced relocation expenses caused by this abrupt action.
  I am still awaiting a call from the Regional Manager, and until that conversation occurs, I do not consider this matter closed.
  

  Sincerely,
  ******* ********
  

• Initial Complaint

  Date:06/20/2025

  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.

  My account is ************************ normal rental rate is $91.00 a month. Unfortunately, I had stroke last month and was unable to pay the dues that was due on June 5-, 2025. My daughter call the storage company and explained to them that I had underline health issues was the reason I was falling behind on payment. My daughter and I have tried talking with the staff and ask for a return call back with no response. Therefore, they have place a lien on my property that will cost me additional $76.00. I asking for the lien to be remove due to my health issues and for the storage company to arrange a form of repayment.

  Business Response

  Date: 06/24/2025

  Dear Ms. Alexandria Goree,

  I hope this message finds you feeling better. We were able to waive the late fee on your account.

  The total amount due before the end of the month is $91.00. Please ensure this balance is paid by then to avoid a lien fee.

  Best regards,
  

• Initial Complaint

  Date:06/18/2025

  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.

  Hello my name is ***** **********, back in october 30 of **************************** one of your facilities exact location,Storage Self-Storage Units at *********************************************************************************. During that time i was homeless and going thru a lot i paid the fees and all to rent it, i believe it was 1st month free so december comes and i didnt pay it, on JAN 7 2025 around 4 4:30 p.m i arrived at the facility i knocked at the managers door an a young girl (about) 12 to 14 yrs old, open the door, I asked her for the manager she said one second 5 mins later the lady comes out,and looked as if she was taking a nap, and she looked upset as if she got mad at the young girl, and just stared at me and i said oh i'm sorry i woke you up and she stated.. yes, what's going on? i said i came to pay my unit but i can return tomorrow and said ok and i left, but still i went in and try depositing ****** dollars to my account on the kiosko machine and i couldn't go in to my account. a *** appeared on the screen and said would youy like me to assist you and i said ok please.i gave her my number she couldn't pull out up either so i said try with my name, so she did and said to me ok so i see that one account went to action on 12/28/2024v and the other has a balance of 258.?? same balance mine did unit a144 and i said to action it had ont been not even two months and the action it, so Continue asking what unit number is the other UNIT SHE STATED A164 , {RED FLAG TO ME} a person with the same name same lastname and same balance only difference was A144 to A164 ,Sso she said the payment is 258?? and i said can i pay ****** she said sure and the payment will be going to the one that is active so i deposited the money machine and i was like but if A144 IS NOT ACTIVE than i want my money back cause when i try getting more information she tasked for my id number and it was not the same as mine so she said im going to email the manager to call you back and never did, and still dont ha

  Business Response

  Date: 06/25/2025

  Ms. Maria Villarreal, we are
  writing in response to the complaint you filed with the Better Business Bureau
  regarding your account which was sold on December 24, 2024.
  
  You spoke with your District
  Manager, Tiffiany ,on yesterday June 23, 2025, regarding the sale.
  
  The last payment made on this
  account was on December 5, 2024, cash $30.00, before the payment you owed
  $263.84. You understand that the auction status requires full payment.
  
  Please refer to your rental
  contract under the Owner's Lien Default section, which states that the Owner
  has a lien on all personal property stored within the premises for rent, labor,
  and other charges, as well as for expenses reasonably incurred in the sale or
  other disposition of the personal property.
  
  All notifications were sent
  to the same e-mail address provided in the BBB complaint.
  
  District Manager Tiffany
  informed the customer that all items were sold. There is no refund for her lock,
  that had to take place within 30 days and unused.
  
  Unfortunately, we are unable
  to make any further accommodations due to the scope and limitations of the
  contract signed and agreed upon by you.
  
  BBB, we kindly ask that you
  close this claim based on our final assessment.
  
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Facilities 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.

  Dear Better Business Bureau (BBB),I am filing a complaint with your office against the property manager of Public Storage Self Storage units, located at ***************************************. The reason for this complaint is that they violated Chapter 59 of the Texas Property Code by not notifying tenant Mr. ****** ***** ***** that he was being restricted from accessing his self-storage unit #****, located on the third floor at ***************************************. According to the contract Mr. ***** signed with Public Storage, he is supposed to have access to his storage unit 7 days a week from 6:00 AM until 9:00 PM. But on May 27, 2025, Mr. ***** was unable to access his storage unit at 6:00 AM. Every time Mr. ***** punched his gate code into the guard gate, it would state that the property was closed with no access. However, Mr. ***** knew this was not true because other vehicles were coming and going onto the property. Mr. ***** then asked the storage property worker why his access code was not opening the storage guard gate. the property worker, stated that they did not knowMr. ***** tried to access his storage unit on June 8, 2025, at 8:45 AM, but the gate code access box stated that the property was currently closed with no access. Mr. ***** then, left and came back around 9:40 AM, and he was able to access the property, at this time Mr. ***** is only able to access the property from 9:30 AM to 6:PM, not 6:AM to 9:PM per. the hours stated in Mr. ***** *********** this time, Mr. ***** is being deliberately denied full access to his storage unit, as per his contract, which allows access from 6:00 AM until 9:00 PM. Public Storage is in violation of Chapter 59 of the Texas Property Code because they have a duty to notify tenants before restricting access to their units, especially when it relates to issues like overdue rent or changes to access policies.

  Business Response

  Date: 07/02/2025

  Mr. ****** *****,

  We apologize for any inconvenience caused by the recent change in access hours to office hours only. Due to accessing the property outside regular hours and/or loitering, your access time was restricted to 9:30 a.m. to 6:00 p.m., Monday through Friday, and 9:30 a.m. to 5:00 p.m. on Saturday and Sunday.

  Please refer to your Rental Agreement, which you signed and agreed to:
  3.5.5 No Conducting Business, Habitation, or Loitering: You will not use your space to conduct business or as living space for humans, animals, or any living thing. You will not use the facility as your business address. You will not loiter at the facility or your space.

  You spoke with your District Manager ***** yesterday, and it was agreed that your access hours would be returned to 6:00 a.m. to 9:00 p.m. As long as the property hours are honored, you will have regular office hours.

  If you have any questions, please reach out to ***** @*********************.

  We consider this BBB complaint closed.

• Initial Complaint

  Date:06/16/2025

  Type:Product 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.

  In December 2024 I purchased a special offer from Public Storage to rent a 10x10 storage unit for $169.00 per month. I booked it, received confirmation and moved my items into the storage unit. Everything went just fine until I noticed a charge on my auto-paid account for $241.00. On May 5th, 2025 (and June 5th) I was charged a $241.00 rental fee. I immediately called Public Storage and asked why I was being overcharged to the tune of $87.00. The woman on the phone replied, "I'm so sorry, it was a "business decision" that was made by the management". #1 - I was NOT notified that my payments would be increased (so that's an unauthorized transaction), #2 my 25% discount was NOT even included in the increase, #3 They are charging me full price when I agreed to a different amount and there is nothing that states they can increase the rate in my agreement! PER THE AGREEMENT, I WANT MY SPECIAL RATE ************* OF THE OVERCHARGES! I am not able to just go move my stuff out of there. Please help. Thank you. I tried to attach my rental agreement but the file is too large.

  Business Response

  Date: 06/20/2025

  Ms.
  Carla Green,
  
  We
  are writing in response to your BBB complaint regarding your rent rate.
  
  We
  apologize for any inconvenience this matter may have caused. Public Storage
  strives to offer the best value in self-storage, and we believe our rates
  remain competitive. We understand that a rent increase is never welcome and
  apologize for any inconvenience this may have caused.
  
  Please
  refer to the Autopay and Terms and Rent form that you signed.
  
  Authorization
  for Automatic Payments: "I hereby authorize Public Storage
  to charge the above-referenced account automatically each month either as a
  credit or debit card transaction or an electronic debit entry to my checking
  account on or after the due date set forth in my Rental Agreement with Public
  Storage (the 'Rental Agreement') and to apply said charge towards the amount of
  the monthly rent designated in my Rental Agreement or as that amount may change
  from time to time as disclosed in notices that Public Storage will send to me
  and any other taxes, fees, or charges that may occur. I understand that I will
  remain responsible for monthly charges and additional late fees should there be
  insufficient funds or credit available or if my credit card is canceled or
  otherwise made unavailable for payment."
  
  Adjustment
  of Rent and Fees: "The monthly rent, amounts and type
  of other fees and/or charges, as well as any other term of this Lease/Rental
  Agreement, may be adjusted by Owner effective the month following written
  notice by Owner to Occupant specifying the adjustment, which such notice shall
  be given not less than thirty (30) days prior to the first day on which the
  adjustment shall be effective. Any such adjustment shall not otherwise affect
  other terms of this Lease/Rental Agreement, and all other terms of this Lease/Rental
  Agreement shall remain in full force and effect."
  This
  is all stipulated in the Rental Agreement which you signed.
  
  Ms.
  Green, the only promotion available based on your selection was the $1.00 offer
  for the first 30 days.
  
  Details
  of Your Rental History:
  Move-in
  Date: December 24, 2024
  Initial
  Rate: $1.00 for the first 30 days (12/24
  to 1/22/2025)
  Prorated
  Rent: $46.20 for the remaining days (1/23
  to 1/31/2025)
  Monthly
  Rent from February 1, 2025: $172.87 (rent $154.00 plus insurance
  $18.87 including the pro rated insurance for $3.87  plus the $15.00)

  
  Rent
  Increase Notice: Sent on March 26, 2025, advising of
  the new rent starting May 1, 2025, amounting to $241.00 (rent $226.00 plus
  $15.00 insurance)
  We are not able to make a rent rate adjustment at
  this time.
  
  We
  consider this BBB complaint closed.

  
  

• Initial Complaint

  Date:06/16/2025

  Type:Product 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.

  On May 14, 2025 @ 10:16 PM (online), I booked a storage unit [Space 2423] in anticipation of packing up my sons dorm room at ********************. In route from **. To **, we received a call from our son informing us that he would remain on campus for another two weeks due to his placement in upcoming track meets. I immediately called Public Storage (May 15th - 11:54 AM) to cancel the rental.The representative stated that I would receive a full refund for the unit price of $56.00, and the cost of the lock cylinder $19.99. However the administration Move-In fee of ***** was nonrefundable, even if I did not move in. On May 15th, at 1:10 PM, I received an email confirmation of the cancellation of the storage unit contract. The account number ********. However, the refund was incorrect. Public storage did not refund the correct cost of the rental which was $56, and instead refunded $54.13 for the unit. additionally, they did not refund the cost of the lock cylinder for $19.99. I contacted them on that day and was told that it would becorrected and to give it a few days and I would see the additional amount refunded. That did not occur. I called again on May 31 and spoke with a representative who told me that because more than three business days had passed, I could not be refunded the balance due. She stated, to receive a refund district manager. had to issue it. I left a message with her to receive a call from ***** ******* the district manager, however he never called me. The remaining balance of my refund was never processed.I left a voicemail message directly with Mr. ******* on June 5 at 2:39 PM explaining the situation and requesting a refund for the amount owed. Mr. ******* has not returned my calls or taken any steps to correct their error! I am now expecting a total refund for the full amount paid.

  Business Response

  Date: 06/26/2025

  Ms. ***** *****, we have made several attempts to reach you by phone leaving voice messages. 

  Our District Manager ***** followed up with an e-mail requesting a call back as it pertain to her account. 

  If you still have any concerns, please return your District Managers call. 

   

  Customer Answer

  Date: 07/01/2025

   
  Re: Complaint #******** Public Storage Refund Request
  
  I am writing in response to the recent communication from Public Storage regarding my refund request. I am formally rejecting their response for the following reasons:
  

  CALL ATTEMPTS:
  Contrary to any claim that I have not made efforts to engage, I received one (1) voicemail message from ***** ******** on June 20, 2025, at 4:50 PM. I returned his call on June 24, 2025, at 11:48 AM and left a voicemail. I followed up again on June 30, 2025, at 10:01 AM, leaving a second message. These documented calls demonstrate clear and reasonable efforts on my part to establish contact.
  

  EMAIL COORESPONDENCE:
  I received an email from Mr. ******** on June 23, 2025. I responded promptly on June 24, 2025, at 7:36 AM, indicating my intent to call and inquiring about the best time to reach him. Mr. ******** replied at 9:08 AM, noting he would be in and out of property visits throughout the day and would be available between 9:30 AM and 11:30 AM. Unfortunately, due to a previously scheduled series of meetings, I was unavailable during that time window. Nonetheless, I attempted to follow up by phone as outlined above.
  

  REFUND REQUEST:
  It is entirely unreasonable to suggest I have not made a good-faith effort to resolve this matter. The underlying issue remains: I rented a storage unit and canceled the rental within a few hours, without ever accessing the unit or using any of the related items, including the lock. Public Storage has retained funds for services and goods that were neither used nor accessed. This constitutes an improper retention of payment.

  
  Therefore, I am reiterating my request for a full refund of all amounts paid in connection with this transaction. Public Storage has my mailing address, and the appropriate and expedient resolution is to issue a check for the full amount due.
  I trust that the BBB will take note of my efforts to resolve this matter and support my request for a fair and timely resolution.
  
  ***** *****

  Business Response

  Date: 07/21/2025

   

   

                   Dear ***** *****,
  
                  We are writing to acknowledge your recent complaint filed with the better Business Bureau.
  
                  We take all customer complaints very seriously and appreciate the opportunity to respond.
  
                  Our records indicate that the District Manager ***** ******** spoke to you on July 11, 2025.
  
                  He advised the refund check can take up to 6 weeks for arrival.
  
                  At this time, we consider this matter resolved and this BBB complaint closed

  
  

  Customer Answer

  Date: 07/21/2025

   
  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,
  
  ***** *****