Complaints

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

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  SmartStop Self Storage

  10 Terrace Rd Ladera Ranch, CA 92694-1182

  
• 

  SmartStop Self Storage

  2380 Fenton St Chula Vista, CA 91914

  
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  SmartStop Self Storage

  2845 E. Riggs Rd Gilbert, AZ 85298

  
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  SmartStop Self Storage

  3101 Texas Avenue S. College Station, TX 77845

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  Smartstop Self Storage

  7989 Rossville Blvd Nottingham, MD 21236

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:04/08/2025

  Type:Billing 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.

  This is the second complaint I am filing. Initial complaint was 11/30/24 to the BBB. There is a problem with the ****** location, and not only with me. Every time I go in there someone is complaining about something. They cant keep their books straight. Even when I showed proof of payment with receipts and bank statements they still told me I didnt pay. After hours on end, e-mails, phone calls, office visits, contacting the BBB. They ended up owing us money! I am 87 years old and had to spend endless hours including driving from ***** to ****** to go into the office with receipts and documents. Now after over two years of paying for TWO storage units 630 and 580 at the same time every single month they mistakenly only took payment for one. I gave them my debit card and told them I was paying for both units and the girl only charged my card for one without my knowledge or consent. They made a mistake and even said they made a mistake. When I went to move my stuff out of storage after living in motels I couldnt get into my unit because they told me I didnt pay! I had to cancel the moving truck we paid. They added all kinds of late fees because of their mistake once again and I didnt have the money. I have the money to pay the units but not enough for all the fees that they accumulated and tacked on due to their continuous mistakes in the office. Again, I am 87 years old, I moved into an apartment a month ago but have no bed, no furniture, no clothes, no utensils. I am sleeping on a blowup bed in severe agony. They are set to auction all of my life belongings on 4/23. If this happens I will contact every news station and social media to let people see what this company has done to me. I have all of my receipts and documentation of every clerk I spoke to.Surely there has to be some kind of medium we can reach here due to all the mistakes made from the office. This is unfair, unprofessional, unacceptable and inhuman. How can you do this to people.PLEASE HELP ME.

  

  Business Response

  Date: 04/11/2025

  Ms. ****** we have confirmed that you were able to connect with the store and District Manager and have resolved your issue.  Please let us know if you have any questions.

• Initial Complaint

  Date:04/06/2025

  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.

  They are not respond to phone messages or calls or emails. those last things that's my kids own. Company managers and auction site were repeatedly told and have been aware of this being illegal auction and the opposition to lien sale form was sent and it needed to be taken to court to sale. The company policy states that sales are to be cancelled if tenant shows intent to cure but yet they try to sale anyways then threaten to throw things away. Documents available, including opp to lien letters copy's and proof of services emails and signed statements from businesses and individuals who mailed out the opposition to lien sale forms. storage company as they are not responding. A disabled person in wheelchair no power no phone hit by a car In a tent. But company won't communicate in only way to communicate. Company has been offered two coming up payments of 1. $200 2. $500 totalling $700. Of the $1300 owed leaving $600 to be paid three weeks after second payment plus an additional year payment when her $100,000 settlement check arrives. So payment in full in five weeks give or take plus a years rent on top of that. Have has been trying to move storage to smallest unit to not only save money from accusing but to also free up the unit for income as it will be available to rent to someone else's since January but to no avail. ************

  

  Business Response

  Date: 04/08/2025

  Ms. ******* our store has notified you of the auction dates and did work with you to allow for several payment promises to be fulfilled. Unfortunately, we did not receive any payment and had to proceed with the sale of the unit.  Our District Manager would be happy to speak with you and can be reached at the store if anything additional is needed.

• Initial Complaint

  Date:03/12/2025

  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.

  I am writing to file a formal complaint against SmartStop Storage located at ********************************************** regarding a burglary at my storage unit and the companys subsequent lack of response. The incident took place between July 2024 and February 17, 2025. My unit was somehow broken into despite having a very secure lock on the door. Following the burglary, I promptly reported the incidents to the ****************************************. Concurrently, I contacted both the local management and the corporate office of SmartStop Storage to initiate claims for my stolen belongings. Despite numerous attempts over several weeks, I have not received any acknowledgment or response from the company. Upon reviewing online feedback, (through Yelp) it appears that burglaries are a frequent occurrence at this facility. The frequency of these thefts and the lack of forced entry suggest potential internal involvement. Reports from other storage facilities have highlighted instances where employees manipulated records or misused access privileges to facilitate thefts. The companys failure to respond to my repeated inquiries is both unprofessional and distressing. This location needs to be shut down. The insurance company associated with the storage facility has been unresponsive. They lack a direct contact number for live representatives, and my voicemails and emails have gone unanswered. This aligns with reports from other customers who have faced difficulties when filing claims, raising concerns about the legitimacy of the insurance coverage provided. I seek the BBBs assistance in:1.Promptly addressing my claims for the stolen belongings.2.Investigating the storage facility and its associated insurance provider for potential fraudulent practices.3.Implementing enhanced security measures at the facility to prevent future incidents.

  

  Business Response

  Date: 03/17/2025

  Ms. *******,
  Our District Manager has made several attempts to reach you and has left voicemails with his direct contact information. We would like to assist you in resolving this issue. Please contact the store directly, and they will connect you with the District Manager for further assistance.
  Thank you, and please let us know if theres anything else we can do to help.

• Initial Complaint

  Date:03/06/2025

  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.

  Rented storage unit through US storage for several months , went to retrieve items and noticed some of my things were damaged , i reached out to property manager **** in regards to this to file claim *** submitted all information needed called to check on status of claim for reimbursement and they had changed the name of company or sold to another owner without notice i have reached out to both companies and no one has seemed to help me with us saying they no longer own storage so would have to file through Smart stop self storage since they have took over property and all records. Reached out to them and they stated i would need to file claim with US STORAGE since they were who i were paying and it happened while renting from them , it has just been a bunch of back and forth and no one can help me and ive paid my money AND IM STUCK WITH MOLDED MATRESS AND DAMAGED TV DUE TO STORAGE UNIT HAVING HOLE IN ROOF AND MY KIDS AND I STUFF HAVE BEEN RUINED

  

  Business Response

  Date: 03/12/2025

  Mr. **************** you for reaching out to us. We're sorry to hear about the issue you're experiencing. Unfortunately, since the damage occurred while the property was still under the ownership of US Storage and your coverage was through them, we are unable to assist with this claim. 
  

• Initial Complaint

  Date:03/06/2025

  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.

  After repeated attempts, and repeated calls, I cannot log in to my account.

  

  Business Response

  Date: 03/06/2025

  Hello Mr. *************** you for reaching out. To better assist you, could you please confirm the name and email associated with the account?

   

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  My rv had the catalytic converter stolen at the ******************************** facility. Apparently several rv catalytic converters were stolen and several storage units were stolen. I want the storage facility to be held responsible for the damage to my rv. The company stated it was the fault of the police and security monitoring system for the incident.

  

  Business Response

  Date: 02/28/2025

  Ms. ******* our District Manager confirmed for you that this is a police issue and would need to be filed and processed through your vehicles insurance coverage.  Our policy states that all vehicles must be insured by the owner when stored at our facility and we do not assume the liability.  Thank you for reaching out and please let us know if there is anything else you require.

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My storage unit was broken into and no one told me until I was about to pay for it which was March 1st. I couldn't get to the storage right away due to the shooting and I had no vehicle so I had to wait until I could a vehicle. So I finally came and the lady I talked to told me also to get a police report done as well. Her and I wrote everything down that was stolen. So I went to the library had all the documents printed out and emailed to the claim department which was *****. The last time I heard from her was back in Dec saying that it will 6-7 weeks to process the check. Today I get an email saying if the claim is approved. I've been calling her and emailing her and she is the only one in the claim department. I have even called the main number asking for someone hire then her and they told me no one.

  

  Business Response

  Date: 02/18/2025

  Ms. ******** we are glad you were able to connect with our District Manager and determine the issue was an update on your claim.  As discussed, our District Manager will follow up with you once he receives an update on your claim.  Thank you for reaching out.

  Customer Answer

  Date: 02/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *******
  
   
  

• Initial Complaint

  Date:02/02/2025

  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.

  My storage unit was broken into in a company refused to reimburse me.

  

  Business Response

  Date: 02/07/2025

  Thank you for reaching out. Our district manager would love to discuss this matter further with you. Please give him a call at ************. Have a great day!

• Initial Complaint

  Date:01/23/2025

  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.

  I rented a storage unit from them in **************** ca. 2 hours after that the manager kicked me out for no reason. He said I was causing problems because my ex-wife showed up there and made a big ordeal over something and caused a lot of commotion. So I asked for a refund he told me no then I called and talked to their corporate office they said they would refund me and they haven't sent me anything at all and this has been longer than 9 months contacted him again today on January 21st 2025 left a message they do not call back please help me get my money

  

  Business Response

  Date: 01/28/2025

  Hello ***********, thank you for reaching out. To assist you more effectively, could you please confirm the name under which the unit is rented?

  Customer Answer

  Date: 01/29/2025

  Smartstop self storage has sent me a refund check once already but it was stolen out of my mailbox so they know that the unit was rented in my name this is why I'm asking for the refund check to be sent again it was never the first one was never accepted or cashed they said they were going to send another one and they have not and they keep stringing me along when I call please submit a refund check immediately

  

  Business Response

  Date: 02/03/2025

  Mr. **************** research into your issue uncovered the error that delayed the receipt of your refund. The refund was processed and sent to the correct address via *** and should have arrived on Saturday. If you have further questions, please contact us at ************.

  Customer Answer

  Date: 02/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** ******
  
   
  

• Initial Complaint

  Date:01/22/2025

  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.

  My 1971 **** truck was stolen from there property and they are doing nothing to help me

  

  Business Response

  Date: 01/27/2025

  Hello ******,

  We understand that you spoke with one of our District Managers regarding your grandfathers truck and he confirmed that we do not provide coverage for vehicles.  If there is anything else we can assist with, please reach out to us at ************.