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Business Profile

Storage Units

US Storage Centers, Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for US Storage Centers, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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US Storage Centers, Inc has 139 locations, listed below.

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    Customer Complaints Summary

    • 84 total complaints in the last 3 years.
    • 46 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/01/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Climate controlled storage facility. I have two issues. I paid $125 to get my lock removed. According to the contract it is $40. When I talked to the property manager *******, she said the contract did not matter, that it was up to the Property Managers discretion if they cut locks or not and referred me to a friend that charged $125. Second, all of my items are ruined due to moisture damage. I have tried to email and contact them about this damage and cannot get a return call or email concerning the damage, but ******* called several times and returned an email about the pods that were in the parking lot, outside of the gate. . I have asked if they would check for a leak and if the temperature is kept cool and cannot get an answer to that either. They keep trying to charge my account and have not received notification about that either. I have asked to speak to ******** manager and she will not give me his phone number or email. I have not heard from him either.

    • Initial Complaint

      Date:09/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Sept 19, I paid almost $300 for my storage unit due to past due amounts. I messaged the manager and told her I was getting my things the next day and that I was closing my account, she said okay and that was that. The next day I received an email stating I owed more money and until it was paid, I could not access my unit. I was not told that I owed for September, not given a receipt and I had been in contact with the manager, and no one informed me whatsoever. Now I'm receiving emails stating I owe another $90 for past due amounts and a bounced check fee for an ACH transaction. I have no bank account on file, nor do I have autopay on so I'm not understanding where this fee is coming from. I spoke with the manager on Thursday 9/26 & she said she would look into it and give me a call back. I have been emailing and not getting a response, no one called back and now I received an email today saying my items are scheduled for auction. This is the worst line of communication and customer service I've experienced. I just want to get my things and be done with this place.

    • Initial Complaint

      Date:09/29/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Manager at 1940 e ************* lied to police about threatening her. Said I was thereto much...son went from missing to dead within the time frame. I was gathering info for police.When I asked for water..she made me drink from bathroom sink....but when police were there gave me a bottle.has canceled my contract even though I was paid and has all my and my sins possessions. I'm very worried about it.

    • Initial Complaint

      Date:09/27/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      July 9 24 found out Personal Storage in ******, ** changed ownership overnight. July 10 contacted new owner US Storage explained my account is delinquent that I was making payments where the manager **** told me they take all payments and connected me to auto pay. Auto pay wouldn't take a partial payment so I asked to speak to someone. Explained what was going on she said I would have to go into the office to do that. July 11 drove to storage to make a $300 payment on a $649 bill and pay the remaining 3 days later. He said no I asked if I could put the money in an envelope and put it in my file to hold he said no. I have gone out of my way through emails, website chat, phone calls, website contact to try and find a way to take care of this either payment options or pay to remove so I don't lose my property with no response. Contact dates July 2024 asking if they take any kind of payment. Received no help August 2024 Chat contact complaining that my calls are not being returned where an agent ******* joined in where I explained that none of my attempts to contact them have been answered that I don't want to lose my stuff I said I was going to contact a lawyer she said she can loop in her supervisors as well in her email and someone would reach out to me in ************************************************************************************************************************************************************************** to get my stuff back. I will be filing a complaint with the BBB city attorney. Then her time frame changed from 24 hours to someone will get back to me when they can. She has located my contact info. I asked about my storage if it is up for auction she said no but **** is now $828. Asked if I could pay to remove my stuff was told it's up to property manager a request would have to be submitted by him sent property manager an email asking for such no reply. I also notified them in person that their calls go directly to spam pls email contact only

    • Initial Complaint

      Date:09/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/25/24 about 9 PM as I was leaving my storage unit I couldnt get my door to shut. I called the support number after hours support number and they couldnt do much to help me. I finally had to call the neighbor that has a storage unit next to mine to have him come and help me get my door shut and then US Storage wants to charge me $50 to get me a code to get out that night. I do not think this is fair. My door would not shut on my outside unit therefore all of my belongings in the world were unsecure, and I think it is wrong that they charge me $50 to give me a code to get me and my vehicle out that night. I want my $50 back. I have a video of me trying to shut my door that night and I couldnt get it shut I have a video on my phone. Plus I have a Witness and about three days ago my door got stuck again and I had the manager come out and see that it was stuck so she knows that it happens. It is not fair for a company to charge someone $50 to get a code to get out of a storage unit when they cannot get their door shut and they cannot secure their items. They charge insurance hear that insurance would have not covered anything had I left my unit with the door open all night.

    • Initial Complaint

      Date:09/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a payment on July 1 to us storage ************************************** through ach electronic check. First time doing so with this provider but routinely do it for credit cards and other businesses. I had no error messages that account or routing number were wrong. When I contacted us storage ****** manager two weeks later and asked why hadnt cleared he claimed was returned for insufficient funds which was blatantly false as I had almost $10000 in my checking. I asked him for the written documentation that it was rejected for insufficient funds to justify charging me the administrative fee for a returned check He could not produce any written proof and said he had to get it from accounting. I have at least seven emails asking for it which they ignore. I believe they know they made a mistake in submitting it through ach and are falsely charging me the fee. They had only recently added it as an option for payment. Can you help me get a copy of the proof I have been requesting for two months which should be a written rejection from my bank of insufficient funds And if they cannot produce the evidence for the fee they are charging me (because I asked my bank and they havd no record of rejecting for insufficient funds because their policy is to cover the check and then take from another account and charge me a fee) can you get me a refund for the administrative fee *** late fees I was wrongfully charged

    • Initial Complaint

      Date:08/29/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      US Storage Centers refuses to acknowledge a July 2024 payment made, and have threatened to compromise my unit(s) and sell my property. I have proof from my bank TRUIST that the payment was made. **** has repeatedly sent me false information regarding account, specifacially that July 2024 was not paid.I have reached out to ************************* repeatedly to help resolve this issue, but to no avail. ************************* has refused to address this issue and has refused to provide my with her supervisor's contact information.

    • Initial Complaint

      Date:08/12/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 30, 2024 I received a voicemail asking me to call the storage regarding an important matter. I called back and they informed me that a pipe had burst over my unit and I needed to check for "water damage" done inside my unit. I was out of state, so upon my return, on August 3rd, I entered my storage unit with my boyfriend to check the damage. We removed an empty plastic container filled with what we believed and were made to believe was water. We touched many other items and tried to assess the damage. We then headed to the front desk to understand the full scope of the issue. The person working the front desk then informed us to "not enter the unit without a mask and gloves as the water is f**** and urine infested." We IMMEDIATELY disinfected our hands with purell. I had the front desk lady call the assistant manager to request a claim form and see what they were going to do about this issue. I informed him that my unit still had an active leak. He promised he'd put a request in to fix it and call me when it was fixed. He proceeded to tell me that he would forward me the claim form and to email photos of the damage I could see without moving materials and touching the infested items. I emailed them the information the requested. I asked for a new unit for the same price away from pipes. I asked for a refund for the month of August because of the damage. I then had to email again to ask for the claim form I never received, and the updates on the unit that were never made to me. I haven't heard a single thing back. I emailed them to schedule a date for the cleaning crew to come that was convenient for me to be there and they have not responded. I have called and left messages with the main line to contact the district manager and the senior property manager--neither one has called me back. I am not receiving any answer. They have been negligent and tried to keep it from me that it was f**** and urine and as a result I was exposed to the ******

    • Initial Complaint

      Date:08/09/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB,I am writing to file a formal complaint against [Facility Name] regarding unauthorized charges and difficulties in canceling a service agreement.1. Unauthorized Charges: I have noticed charges on my account that I did not authorize. The details of these charges are as follows:Date of Charge: 8/1/2024 Amount: $12.00 Description: Insurance Reason for Dispute: I already have insurance.Despite my attempts to resolve this issue directly with US Storage, including email and by phone, the charges remain unresolved.2. Cancellation Issues: I have also requested the cancellation of my parking space lease, effective 7/31/2024, but have not received confirmation or further instructions. The details of my lease are as follows:Parking Space Number: R002 Lease Start Date: 10/01/2023 I have faced resistance from the facility's management in processing this cancellation, and I am concerned that they may continue to charge me despite my cancellation request.I request your assistance in investigating this matter and facilitating a resolution. I seek a refund of the unauthorized charges and confirmation of the lease cancellation.Thank you for your attention to this matter. I look forward to your prompt response and assistance.Sincerely,*********************

    • Initial Complaint

      Date:08/06/2024

      Type:Order Issues
      Status:
      Resolved
      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 1 June 2024 I personally went to the ** Storage site for two things.1st, I wanted to ensure rate remained the same bc I wanted to pay a 1 or 2 year lump sum before rate was scheduled to **** 2nd, I wanted to let them know they should STOP sending emails and instead send regular mail bc I wasn't getting email.The representative told me my rate was the same and to check back in Aug 2024. He also told me that he'd change my acct to **** mail.Fast fwd to 5 Aug 2024. I called and spoke to ****** at ** Storage who informed me of three things. One that I could not pay a year or two in advance, two that the last attendant did not change my address preference to receive my mail at my address and three that my rate HAD ALREADY GONE UP. After much conversation, ****** said he'd try to get the money they overcharged back because I had not been notified. I spoke with ****** today, 6 August 2024. After a very long discussion, he contacted his leadership, two levels up. They told him he was wrong, I could pay 1 or 2 years in advance at the rate I had. However, ****** suggested I pay THE NEW RATE of ******/month or a discounted rate of ******/month (if he can get it approved) instead of my original rate of ******/month for a two year lump sum.No. I specifically told the US Storage supervisor, ******************************* in March 2024 when I first moved into the 10x10 space that before my rate went up I would pay a lump sum, I personally walked into the US Storage site before rate increase if I should pay the year(s) ahead, and asked if my rate was going up. I clearly explained in person why I was asking and they failed to give me correct info. US Storage did not notify me in writing that my rate was increasing as their contract demands. Consequently, I want to be refunded the $92.00 I was charged without notification AND I want to have the opportunity to pay a lump sum amount for the next two years at my original rental amount which is $******/month. ($3216.00)

    US Storage Centers, Inc is NOT a BBB Accredited Business.

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