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

  1701 Whitehead Rd Gwynn Oak, MD 21207-4004

• 

  Public Storage

  396 Prospect Blvd Frederick, MD 21701-6469

• 

  Public Storage

  4215 Shannon Dr Baltimore, MD 21213-2146

• 

  Public Storage

  4343 York Rd Baltimore, MD 21212-4818

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:06/26/2025

  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.

   
  Complaint: 23524711
  
  Thank you for the response. However, I do not find it satisfactory.
  The increase from $72.00 to $117.00 is excessivemore than a 60% jump in one billing cycle. While I understand that your agreement allows for rent adjustments with 30 days notice, this kind of dramatic increase, with no added value or improvement in service, comes across as price gouging, not routine business.
  Furthermore, Ive already taken the proper steps: I spoke directly with the specialist at the facility, and they submitted a request to the regional manager for a possible price adjustment. That request was made before I contacted the BBB. As of today, I have not received any follow-up or resolution from Public Storage.
  Offering to move me to a cheaper unit isnt a solutionit's a burden on the customer. I shouldnt be forced to relocate my belongings and take on additional effort just because Public Storage decided to impose an unreasonably high rent increase.
  I am requesting that the price increase be reconsidered and adjusted to something reasonable and consistent with the original rental rate. This response does not resolve the issue and, unless a fair compromise is offered, I will continue to escalate the matter.
  Sincerely,
  ****** Feld 
  
  ering value in return.This conduct feels predatory and misleading, and it is creating an undue financial burden on customers who rely on ********************** for personal needs. I am requesting the following through this complaint:A formal investigation into Public Storages rent increase practices.A review of their notice policy to ensure it complies with fair consumer standards.Encouragement for Public Storage to issue clearer, more reasonable pricing policies with appropriate notice for future rate changes.I appreciate your attention to this matter and look forward to your assistance in helping resolve this issue.Sincerely,****** R. ****

  Business Response

  Date: 07/01/2025

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

  We are writing in response to the BBB complaint you filed regarding your recent rent increase.

  At Public Storage, we strive 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 excerpt from your Rental Agreement:
  The monthly rent, amounts and types of other fees and/or charges, as well as any other terms of this Lease/Rental Agreement, may be adjusted by the Owner effective the month following written notice by the Owner to the Occupant specifying the adjustment. 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 stipulated in the Rental Agreement which you signed and agreed to.

  You moved in with a promotional rate of $1.00 for the first 30 days (from 3/17 to 4/15). From April 16 to 30, your prorated rent was $43.50. Your first full months rent of $72.00 was due on May 1, 2025.

  On June 25, 2025, a Rent Increase Notice was emailed to the e-mail address provided in your BBB complaint, (see top of the notice you provided to see the date send) advising you of the rent increase effective August 1, 2025.

  The new rent amount is $117.00, plus $15.00 for insurance, totaling $132.00 per month.

  Please keep this information for your records.

  If the new price is still a concern, we can revisit your current storage needs to find a less expensive unit that meets your requirements.

  Please contact your Property Manager, who will be happy to assist you.

  As a valued Public Storage customer, we appreciate your business and look forward to continuing to meet your storage needs.

  We consider this BBB complaint closed.

  Business Response

  Date: 07/09/2025

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

  You spoke with the Regional Manager  ***** on July 7, 2025. As a one-time courtesy, your rent for July has been waived.
  Starting August 1, 2025, your monthly rent will be $117.00, plus $15.00 for insurance, totaling $132.00.
  No further adjustments will be made to this account.
  We consider this complaint closed.

  
  

  Customer Answer

  Date: 07/09/2025

   
  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,
  
  ****** ****

• Initial Complaint

  Date:06/26/2025

  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.

  Illegally left my until unsecured due to being late on rent. Notice I received gave me 14 days yet lock was cut and unit left unsecured before legally allowed per the notice I received from public storage. Called over 30 times and finally got an associate that refused to help and hung up on me. Account shows Im in ** while unit is in **. Lock was cut while I was in a period that allowed payment. Behavior proves to be retaliatory.

  Business Response

  Date: 07/01/2025

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

  I hope this message finds you well. As per Florida Delinquent Tenant Management procedures, your account entered lien status after 20 days of non-payment, resulting in the lock on your unit being cut.

  Upon receiving your payment, we attempted to contact you to arrange for you to replace your lock so that we could remove ours. District Manager ****, who manage your area, has made several attempts to reach out to you to assist with securing your unit using your lock. Unfortunately, we have not received a response.

  We have adhered to all legal processes and are awaiting your response. Please return District Manager ****** call at ****************** at your earliest convenience to address the lock and any other concerns you may have.

  Thank you for your prompt attention to this matter.

• Initial Complaint

  Date:06/26/2025

  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.

  The facility is not climate controlled on all floors, after an hour inside I felt like I was going to have heat stroke from the temperature and high humidity. I had to go home after an hour to cool off. The ground level is air-conditioned but if you go up to the 3rd floor it is completely stagnant, hot, and humid. It's also completely silent, meaning there is no sound of the air conditioner like what is present at the ground floor.Trying to contact Public Storage corporate is impossible and all their links, websites, and automated services will only connect you to the property manage on the facility level. I made this complaint to the property manager last summer as well and no action was taken.All over the Public Storage website they stress the importance of climate control and the dangers heat and humidity can do to your photos, furniture, etc. but clearly that belief is a facade given how their facility actually is. This is unacceptable. For a place that will arbitrarily raise your rent every six months. The least I can ask is that they ensure their building is within acceptable heat and humidity standards. Also unrelated but my unit which was advertised as a 10 by 10 is actually smaller due to an protrusion of a wall and two pillars inside my unit which takes valuable square footage. I was not warned told or warned about it and only saw when I opened the unit with all my belongings in tow. And you best believe I'm still being charged for the full 10 by 10.The conditions, the deceptive marketing, predatory rent raises, and lack of any accountability on behalf of Public Storage is disgusting. Will consider exploring legal options if the problems persists. And will be obtaining a thermometer and photographs for my next visit. If Public Storage corporate reads this, contact me. The employees at the facility are kind and helpful but the quality standards and deceptive marketing are abhorrent

  Business Response

  Date: 07/09/2025

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

  I hope this message finds you well.

  Our District Manager, ****, attempted to reach you on July 3 and also sent an email on July 8, 2025, including his contact number. However, we have not yet received a response regarding the BBB complaint.

  Upon reviewing your account, we noticed that you rented a new unit at the same facility last month and transferred, possibly due to the ** issue. 

  The new rate you are being charged is less than half of the previous rate, which suggests that the issue may have been resolved.

  We are awaiting your confirmation on this matter.

  
  

• Initial Complaint

  Date:06/25/2025

  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 have been a long time customer of this facility. It seems they are abusing rates. I have been raised constantly and I don't mean like $5...last raise was $50 more/Month!! That is $600 more per year after already being constantly raised..now just a short time later they just decide they will increase it again by an additional $30/Month..Another $360/YR! They don't raise $5 or $10..they raise $30, $50 per month which is a huge increase on my unit. It seems there is no stopping them they just constantly raised rates..it is crazy and ridiculous..that is $960 more a year now only like a year later! Insanity

  Business Response

  Date: 06/30/2025

  Mr. ****** *****,
  
  We are responding to the BBB complaint that you filed regarding your recent rent increase.
  
  At Public Storage, we strive to offer the best value in self-storage, and we believe our rates are still competitively priced.
  
  We understand that a rent increase is never welcome and apologize for any inconvenience this may have caused.
  
  Please see the insert from your Rental Agreement. 
  
  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 the consumer signed and agreed on.
  
  We send you a Rent Credit Adjustment on June *******, to the same e-mail address used for the BBB complaint, advising you that your rent would decrease to $187.00, plus Rent Tax $5.61 plus $11.00 monthly insurance total $203.61 as of August 1, 2025.
  
  As a customer service courtesy, we have applied this Rent Credit Adjustment for six months, covering August, September, October,November, December, and January.
  
  On February 1, 2026, your rent rate will automatically increase to the rent rate of $219.00 plus $11.00 insurance plus Rent tax of $6.57 total amount $236.57 without any further notice.
  
  Please **** this information down as a reminder.
  
  If price is still an issue, we can always revisit what you are currently storage needs to find a less expensive unit that meets your requirements.
  
  Please contact your Property Manager who will be happy to assist you.
  
  As a valued Public Storage customer, we appreciate your business and look forward to continuing to meet your storage needs.
  
  We consider this BBB complaint closed.
  
  

• Initial Complaint

  Date:06/25/2025

  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.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23518477, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Benjamin King

  Business Response

  Date: 06/30/2025

  Mr. Benjamin King,
  
  We are responding to the BBB complaint that you filed regarding your rent
  increase.
  
  At Public Storage, we strive to
  offer the best value in self-storage, and we believe our rates are still
  competitively priced.
  
  We understand an increase in rent is never a welcome and apologize for any
  inconvenience this may have caused.
  
  Please refer to the excerpt from your Rental Agreement. 
  
  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 the consumer signed and agreed on.
  
  We sent you a Rent Increase Notification on June 25, 2025, to the e-mail
  address on your account, which matches the one on the BBB complaint. The
  notification informed you that your rent would increase on August 1, 2025, Rent
  $297.00 Rent Tax $22.28 plus insurance $15.00 total 334.28.
  
  As a gesture of goodwill, we
  have reduced your rent rate $235.00 plus Rent Tax $17.63, plus $15.00 insurance
  total $267.63 for three months starting on August 1, 2025, September, and
  October.
  
  On November 1, 2025, your
  rent will revert to the requested amount of $297. 00 plus rent tax $22.28,plus $15.00
  insurance total $334.28.  
  
  Please mark this information
  down on your calendar as no further notice will be sent.  
  
  If the price remains an issue, we can revisit what you are currently storing to
  see if we can find another less expensive storage unit that meets your needs.
  
  Please contact your Property Manager who will be happy to assist you.
  
  As a valued Public Storage customer, we appreciate your business and look
  forward to continuing to meet your storage needs.
  
  We consider this BBB complaint closed.
  
  

• Initial Complaint

  Date:06/25/2025

  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 am attempting to file a formal complaint against Public Storage, ************ location in **************, but your automated complaint form keeps redirecting me to submit a customer review. I already submitted a review, but this is not a simple price complaint, it involves unfair billing practices, failure to follow through on agreed-upon terms, and avoidance by staff. Here is the complaint I would like to submit: I rented a storage unit (approximately 10x10, Space B040) at a monthly rate of $171. Three months ago, without any notice, the rent was increased to $213 and automatically withdrawn via autopay. I called the location immediately and told them the price was too high for me. I was told they could lower it back to $171, but that I would need to call back in June to continue paying that amount. I did exactly that. I paid two months at the lowered $171 rate, and when I called back this month, I was told the price was going back up to $213. I reminded the staff member (****) of the arrangement and she said she would escalate the issue to her boss and that Id receive an email. I never received a follow-up. A week later, I called again, left a message stating Id spoken to **** and still hadnt heard back. I received no call back. I tried calling again yesterday, and no one picked up. At this point, it feels like they are deliberately avoiding me in the hopes that Ill give in and pay the $213, which I will not. This is predatory behavior. The price they advertise is not what they end up charging. Other reviews echo the same experience, which tells me Im not alone in this. I have turned off autopay, and I do not consent to paying $213. I am requesting that Public Storage honor the $171 rate for the next three months while I arrange to fly to ************** and empty the unit.

  Business Response

  Date: 07/10/2025

  
  Dear Ms. ****** ******,
  Your District Manager, ****, has attempted to contact you on July 7 and July 9, 2025, leaving voicemails requesting that you call him back regarding the rent rate.
  If you still require assistance, please return his calls at your earliest convenience.

• Initial Complaint

  Date:06/23/2025

  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.

  I am filing a complaint against Public Storage for wrongful sale of my property and deceptive business practices.Although the storage unit (F286 at the *****, ID location) was in my ex-partners name (**** ******), I was the one actively paying on the account, communicating with staff, and attempting to cure the lien.On May 5, 2025, I received a lien notice stating the unit would be sold on June 12, 2025. I made a $250 payment on May 28, nearly two weeks before the sale date. Despite this payment:I was never sent an updated notice or balance,I was not told that I could still save the unit,And I was misled by multiple representatives who told me the unit had already been sold.However, on June 13, a local staff member named **** informed me that the sale had not been finalized and that I had only one hour to pay the full balance before the buyer completed payment. This contradicts everything I had previously been told and removed any real opportunity to save my belongings.Public Storage accepted my money, knew I was acting in good faith, and failed to notify me or allow me to redeem the unit. I had also resolved a prior lockout and was clearly treated as a responsible party until it no longer benefited them.Desired Outcome / Resolution:Acknowledgment of wrongdoing in their handling of this lien Full refund of the $250 I paid on May 28, 2025 Compensation for the value of the lost property Public Storage to review and revise its practices for lien communication and redemption rights

  Business Response

  Date: 06/27/2025

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

  You are listed as an authorized user, but not the tenant of record. 

  Please have Mr. **** ****** call his District Manager ***** @************ regarding his account

  The contract is between the Owner and Occupant. The person(s)listed as Authorized Access Persons are solely agents of the Occupants and are not parties to the Lease/Rental Agreement. They have no rights of tenancy or standing to bring any claims or file suit arising from the use of the storage space.

   

• Initial Complaint

  Date:06/23/2025

  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.

  I was renting a storage unit and while i was sick and out of service my unit was sold and this was totally on me. the problem is I am a Disabled ******* Vet and they owe me $755 dollars from the excess sale. They have no way possible for me to talk to ANYBODY about this. No Phone # no person no info just an address. I sent a response over night about where to call about this with all my info and got response from *********** it was recieved overnight. I need that money but no one knows who to talk to or how. I have tried every number for 2 days and called every number i could find and the all go to the same place. why will the not talk to me

  Business Response

  Date: 06/25/2025

  Mr. Shaw,
  We are sorry to hear that you were sick and understand that you are looking for your refund of the Excess Proceeds.

  We have sent you the information needed to request your refund, which can only be done in writing.

  Once the sale has been verified and processed, the excess will be handled in accordance with the laws of the state where the facility is located. If the state permits, a check for this amount will be sent to the mailing address on your account.

  To apply for the excess proceeds, please send a written request to:

  PS Retail Sales, LLC.
  Excess Proceeds Division
  P.O. Box 25050
  Glendale, CA 91221-5050

  Your written request should include:
  Your first and last name
  Mailing address
  Phone number
  Signed signature
  A statement giving us permission to mail your refund check in the amount of $755.90

  
  Once we receive this information, please allow 4-6 weeks for the arrival of your refund check.
  We consider this BBB complaint closed.

• 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.

   
  Complaint: 23506609
  
  I am rejecting this response because: 

  The response is not stated in truth. I spoke with District Manager; Ms. ****** (at ***************) prior to 6/18/25. In which she informed me Public Storage can work with me as long as weekly payments are made. (View in store cameras). Also, I spoke with Jade the office manager on 6/17/25 who informed me $100 should be paid before 6p on 6/17/25. The payment was made on 6/17/25 @ 5:45p. 
  At no time I was informed my payment of $100 would not safeguard my possessions. I was told a follow-up would be made to me after my $100 payment. I never received the call. On 6/18/25- 6/19/25, I called repeatedly, Ms. ******* nor Jade was conveniently unavailable. I finally reached ****** of customer Service on 6/18/25. He scheduled a meeting for 6/19/25 @ the ******* location. The meeting never took place, it was a goose ****** Jade had no resolution when we met. I asked her why would she inform me a payment of $100 would suffice, if my unit will still be auctioned off? Jade had no answer, only stating Mr. ****** will call me on Monday( I never received the call). I only received a call from Ms. ****** after I contacted BBB, and other governing agencies. Public storage is attempting to save face @ the renters expense. I serviced with public service for over 11months, and I trusted my possessions In its care. 
  Note: I did file a verbal complaint with ******* regarding Jades threatening, and confrontational behavior, along with her use of profanity, when I visited my unit and was unable to gain access. The verbal complaint was the only time I spoke with *******. Although no apology was made by Jade, I continued to use Public Storage. This ordeal appears to be retaliatory. I was in constant contact, and made weekly payments. I informed Public Storage of the hardship I faced, and I was told the business will work with me. Public storage went against me.

  Lastly, 

  Mr. ****** of Bridgeport, CT made several attempts to get answers; all his calls were directed to automated systems. Upon speaking with Jade, Mr. ****** stated, Jade gave him answers that were obviously false. He then asked for her managers number. He was unable to reach a live person, or leave any messages at the number given. He can be reached @ ************. And is on standby.

  This is an outrage.

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

  5 was not good for me. She then informed me a phone call from Ms. ****** will be given on 6/23/23 @10a; the call never took place. This entire encounter appears to be a cover up for theft of renters by Public Storage. The unit I rented held furniture, clothing, accessories, shoes, and memorabilia, totaling over $6500. I am seeking due diligence. I have never encountered a robbery of this kind; Public Storage robbed me without a gun. I am seeking answers, and reimbursement of all what was auctioned. I owned just $140, after my payment, and was assured my unit will not be auctioned off. What exactly is going on in the State of *******?Signed,New Resident(3.5 yrs)

  Business Response

  Date: 06/27/2025

  Ms. ****** **********,
  
  We are writing in response to the complaint you filed with the BBB regarding the sale of your items.
  Unfortunately, we must inform you that your items were sold on June 19, 2025, due to a partial payment of $100.00 made on the account instead of the full amount required.
  
  Our records indicate that the last payment made on your account was on June 17, 2025, for $100.00. The total amount due to stop the sale was $240.50. You spoke with your District Manager,*******, who advised you that the balance needed to be zero to prevent the sale.
  
  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 email address provided in the BBB complaint, including Monthly Invoices,Payment Reminders, Auction Email Reminders, and Lien Notices of Sale.
  
  Unfortunately, we are unable to make any further accommodations in this situation due to the scope and limitations of the contract, which was signed and agreed to by you.
  We have requested all buyers to return any personal items.
  
  We regret that we cannot comply with your request or make any further accommodations in this situation.If you have any questions, please reach out to your District Manager, *******,at **********************.
  
  We consider this BBB complaint closed.
  

  Business Response

  Date: 07/08/2025

  Dear ****** **********,
  We apologize on behalf of our Team Member we expect them to  always be professional. We constantly strive to improve our ***************** and your feedback is very valuable tool to achieve that goal.
  
  This information will be passed on to our Training Department.
  
  Please review all emails sent to your email address regarding the requirement that only full payment will stop the sale. Partial payments do not prevent the sale.
  May 8, 2025: ******* Notice of Enforcement of Lien Email Reminder, informing you of the sale date on June 18, 2025, at 10:45 a.m. It was stated that full payment of all current and future amounts due is required to stop the sale.
  May 27, 2025: Partial Payment Lien Email, notifying you that only a portion of the amount was paid. Partial payment does not stop the sale.
  June 2, 2025: Partial Payment Lien Letter, reiterating that partial payment does not stop the sale.
  June 9, 2025: Partial Payment Received Email, confirming receipt of your partial payment and reminding you that it does not stop the sale.
  June 16, 2025: Auction Reminder, stating that your personal belongings will go to auction unless the balance is paid in full.
  June 17, 2025: Partial Payment Made Email, emphasizing that only full payment will stop the sale.
  June 18, 2025: Final Notice, reiterating that partial payment does not stop the sale.
  Our position remains unchanged.

  BBB please close this BBB complaint.

  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23506609
  
  I am rejecting this response because: Prior to 6/16/25, I spoke with Ms. ****** @ *****************; I shared my hardship with her. She replied by informing me weekly payments can arrange to prevent any auction. Ms. ****** also informed me she would relay the message to Jade. On 6/17/24 Jade phoned me to inquire about payment; she stated $240.00 need to be made to prevent auction. I reminded her of my financial state, also informing her the $240.00 will not be possible. I did inform her $100.00 is more reasonable. Jade then informed me to get the $100 payment by 6pm. Unquote. Jade also informed me that Ms. ****** will give me a call to confirm the $100 **** payment. I never received the call. I called Public Storage on 6/18/25-6/19/25. Jade coincidentally was not available. By no way I was informed after my $100 **** payment, my belongings would be auctioned off. If I was informed an auction would still take place the following day, no payment would have been made. This ordeal is an attempt to insult my intelligence, its retaliation, and all based on dishonesty, as well lies. Ms. ******* and Jade provided the worse customer service regarding communication. While ***** service was both threatening, and actions stemming from previous complaints on her behavior toward customers. After reading reviews, I note this is not the first time her actions, and behavior were in question by a customer. The lack of communication, both parties being invasive, and communication poor, cost me all that I had left from my apartment unit being burglarized. An apology is not due diligence. It appears to have been intentional. Expect me to push the envelope on this.
  
  Sincerely,
  
  ****** **********

• 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.