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.

close

Find a Location

SmartStop Self Storage has 220 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SmartStop Self Storage

  10 Terrace Rd Ladera Ranch, CA 92694-1182

  
• 

  SmartStop Self Storage

  852 Metcalf St. Escondido, CA 92025

  
• 

  SmartStop Self Storage

  970 Industrial Blvd Chula Vista, CA 91911

  
• 

  SmartStop Self Storage

  11658 West Bell Rd Surprise, AZ 85378

  
• 

  SmartStop Self Storage

  12220 E Riggs Rd Chandler, AZ 85249

  

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:05/23/2025

  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.

  12/2024, I rented a storage unit at the advertised rate of $115 per month. At no point during the sign-up process—either verbally or in the written contract—was I informed that this rate was a promotional offer with a limited duration. Five months later, in May 2025, my monthly rental fee was abruptly increased to $214, nearly double the original price. The company claimed the new rate reflected “current market conditions,” yet failed to provide any clear documentation or rationale for such a dramatic adjustment. Furthermore, the company is currently advertising a promotional rate of $87 for new customers, but again, there is no disclosure anywhere—on their website or otherwise—regarding how long that rate is valid, or what the future pricing structure will be. This lack of transparency makes it impossible for consumers to make informed decisions. I chose to cancel my lease due to these deceptive practices. Consumers should not be subjected to unpredictable pricing structures or unclear contractual terms. There is no indication of what I—or any other customer—might be charged in the months ahead, and no commitment by the company to maintain fair or stable pricing. I am deeply troubled that a company engaging in such behavior maintains an A+ rating with the BBB. These business practices are not only misleading, but also exploit the trust of consumers looking for reliable storage solutions. I respectfully request that the BBB investigate this company’s pricing policies and consider reevaluating its rating based on these predatory practices. I also ask that steps be taken to ensure that clearer disclosure requirements are in place for all promotional and variable rate terms.

  

  Business Response

  Date: 05/29/2025

  Hello *******, our District Manager has attempted to reach you and has left a voicemail. Please feel free to return the call at your earliest convenience. Thank you!

  Customer Answer

  Date: 06/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23371100, 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,
  
  ******* Ford
  
   
  

• Initial Complaint

  Date:05/15/2025

  Type:Billing 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.

  Alum Rock Self Storage in ********, ** was acquired by SmartStop in December of 2024. I was not notified by Alum Rock or SmartStop of the change, by phone or mail. I stopped receiving invoices from *********, which they did by mail. I, unfortunately, took a while to notice. It was not until I drove by the facility to pay in person, that I was made aware of the change, in March 2024. By this time, I still have not received anything from SmartStop, by phone or mail. Also, by this time, my payments are late which I understand. I contacted SmartStop several times by phone. On April 10, I spoke to ***** at the local store around 11:15 am. I called customer service on the same day at 12:44 pm and spoke to ******. I was told my case would be escalated and someone would call within 72 business hours. Today is May 10 and I have yet to receive that call. I called back again on April 18 at about 2:50 pm and spoke to *****. I was again told that someone would follow up. At this point, I don't even have an account number and still no mailing. Now I'm very late. I received a lien notice dated April 21, 2025 for the four months I'm now behind. The notice says that payment is due May 22, 2025 by 11 am. I paid the amount due and an additional month. I was informed that the payment was received today, May 10. I also received a preliminary lien notice, dated May 2, 2025 for the exact amount the facility received today. It says the payment is due, in full, in 14 days. I've attached both notices. I received a call from the facility today stating I still owe $170. I understand that my May payment is late since it is past the first. I'll pay the May late fee. However, according to the two notices I received, I paid well before the requested due date. *****, at the ************ facility, says the computer calculated something different from the notices I have that are now paid. I'm being told my storage items will go up for auction. #***************, Unit B129 ************

  

  Business Response

  Date: 05/29/2025

  Ms. ************** we have confirmed with our District Manager that all late and lien fees were waived on your account as of 5/16/25.  We also advised you that you had full access to your unit.  Our records indicate you have elected to vacate the unit and moved out on 5/27/25.  If there is anything further you require, please feel free to contact the location directly.

  Customer Answer

  Date: 06/02/2025

  
  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:05/09/2025

  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.

  *** recently gotten a new phone number which came directly from the provider. Evidently this number belonged to someone before me who has debt with this company. Over the last month and a half Ive had an extremely large amount of phone calls and voicemails left on my phone. Ive personally called the business asking for my phone number to be removed from their system as this phone number no longer belongs to the individual they are trying to reach. The calls have continued. At this point the calls have reached a point of harassment. To make it worse theyre doing so towards a person who has no relation to the account in question. I spoke to the local branch and the corporate office, both have informed me that they cannot and will not remove my number from their system. They need a new contact number for the individual theyre trying to reach so Ill have to get that to have it removed. I dont even know the person theyre calling. The representative told me today they wouldnt call again until next week as if that remedied my issue.

  

  Business Response

  Date: 05/12/2025

  Hello *******,
  Thank you for reaching out. Could you please confirm which store you are receiving calls from, and whether the calls are being directed to the number ************?
  

• Initial Complaint

  Date:05/05/2025

  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 with Smartshop storage at 1401 enterprise drive since 2015. I had about 3 issues since I have been there but this last issue was not addressed at all. I went on-line as always to make my monthly payment and the system was down so I took a screenshot. I forwarded to the manager of the location letting her know I could not make my payment so the $22.50 late fee should be reversed since the was a Smartshop issue and not a Mateo ****** I was suppose to get a call her that day, nothing.. I called back on my own the following day and got another manager it is only 2 at that location, one male and one female. The *** said it is notes that ***** stated he couldn't help **** called the call center initially and spoke to someone on the 11th that never notated my account outside of sending me a payment link after the fact so that 5 minute call was pointless. I then called again and spoke to ****** who made a ticket ***** that was sent to the district manager, ********** has been 3 weeks later after I called the corporate office at ************ on the April 15th and spoke to ******* that sent an email to ***** ********* District Manager and to ****** *******. It is 05/05/2025 I haven't heard anything from Smartshop at all.I called again and spoke to *******. and told her it has been 3 weeks no calls whatsoever and this is the corporate office or is it?? She transferred me to a number that was suppose to be the Director of the *********** ***** ******. I left a message today 05/05/2025 for ***** to call me back. I called ******* back and told her I left a message but the number I was transferred to had no identification whatsoever so hopefully it was ***** ****** number. I also told her if I did not hear anything today I will call her back tomorrow.

  

  Business Response

  Date: 05/09/2025

  Mr ******* our District Manager has made several attempts to reach you regarding this issue. Unfortunately he has been unable to get ahold of you and was unable to leave a voicemail as it has not been set up. Please feel free to contact the store directly if you have any questions. Thank you!

• Initial Complaint

  Date:04/28/2025

  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.

  When I rented the unit I was told that I would get a free month and did not also. I was not informed of all these fees when I went to get the storage unit no one was there I had to call the customer service number because the employee left and did not tell anyone on top of that was very rude!!! I need a resolution to this matter I want my free month. I want what I was told and I want an apology because the rudeness and you notbeing at your shop when youre supposed to be there and the manager told me that he was gonna have his manager give me a call till today has never called me or reached out to me.

  

  Business Response

  Date: 04/30/2025

  Dear Ms. *****,

  Our District Manager confirmed in his conversation with you on 4/21/25 that you did receive the free month promotion at the time of rental. The fees you incurred were for the administrative set up charge and the lock you purchased in the store. If you have any further questions, please do not hesitate to contact our store.

  Customer Answer

  Date: 04/30/2025

  what was told to me when I originally did it was not what was told to me by this manager its all false information that was given to me

  

  Business Response

  Date: 05/08/2025

  Ms. ****** Our District Manager confirmed that you did receive your first month free and the only payments made were for the administrative fee and the lock you purchased.  He reviewed your ledger with you and offered to waive the late fee on your current balance.  No false information was given and all expenses due were explained to you. All discounts offered to you have already been applied to your account and no other concessions are due to you.

• Initial Complaint

  Date:04/25/2025

  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 rented a storage unit from this location, one of the perks was they said its a secure location and close to my work. My unit was broken into and a lot of belongs were stolen. Even handmade keepsakes from my children. This business makes you pay for insurance which I understand but now the insurance is denying the claim saying they are not liable. There are no cameras in the back which is where my unit was and there are homeless all over that area. It was their job to keep things secure. Someone cut the lock off my unit and stole my belongings. How are they not liable?

  

  Business Response

  Date: 04/30/2025

  Dear *** *******,

  As there was no evidence of a break-in, your claim was denied. You indicated that you would come to the site the next day to file a report, but did not do so. The store manager called and reminded you to contact us. You said you would be there the next day, but did not appear. We left a voicemail asking you to contact us with details, but we have not received a response.

  Customer Answer

  Date: 04/30/2025

  I never received a phone call other than the original that told me the unit was found unlocked and they had placed one of their locks on my unit so I would need to come into the office the next time I wanted inside my unit, to get a key. That was the only phone call I ever received from the business. I was out of town due to work and couldn't come in to check on the items. I told the manager that at the time and he told me he would make sure it was locked up to just come see him when I was available.  When I was able to go in, he told me they never found the lock and that they had a very bad homeless issue. Which is evident when you walk around the facilities. There are numerous holes in the fence and areas where the fence is broken from people climbing over. The manager told me they had many break ins especially on the backside, which is where my unit was located, due to low lighting and no cameras in that area. As that is the path the homeless walk to get to a close encampment. Regardless,  I paid for insurance for this reason. My unit was robbed, my belongings were taken without my knowledge. 

  

  Business Response

  Date: 05/08/2025

  Ms. ******** per our records the unit was found unlocked on 6/22/24. During our call with you, you stated you had forgot to place lock on unit. One of our red locks was placed on the unit until such a time as you could come by and replace the lock. On 7/21, we changed our red lock to a customer lock and held the key in the office for you. You paid for that lock on 11/29/24, and the possible break in was called in the next day.Please feel free to contact the store directly if you have any questions .

• Initial Complaint

  Date:04/11/2025

  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 writing to express my serious disappointment with the treatment I’ve received from your staff, specifically Assistant Manager Chris and the Store Manager. I began renting unit 2105 on March 10, 2025, and from day one, I felt uncomfortable due to Chris’s attitude. Instead of treating me like a valued customer, he spoke in a condescending, authoritative tone that made me feel as though I was being investigated. The first incident happened after a long workday and two-hour drive. I entered the facility through an open gate, and Chris confronted me rudely, saying, “Don’t do this next time.” His tone was disrespectful and unnecessary. When I expressed how his behavior made me feel, he continued to speak in a dismissive and commanding way. Even if I had made a mistake, I deserved to be addressed respectfully. On April 11, 2025, I was again made to feel uncomfortable. Chris approached me and stated, “We are closing in 25 minutes,” once again in a confrontational tone. I chose not to engage further and instead called the manager. Unfortunately, she was even more aggressive and refused to listen to my concerns. She stated, “I don’t have time for a customer like you,” and threatened to close my account, saying she’d “find my info which was alarming given the sensitivity of my personal information. This type of behavior is completely unacceptable. I’ve never experienced such treatment in any other storage facility. As a result, I am vacating my unit and requesting a full refund for the most recent month’s charge. I urge you to address this matter seriously and take appropriate action. No customer should be treated with such this way So I will be happy to be charged prorated for exactly about days I stayed

  

  Business Response

  Date: 04/16/2025

  ***** we are sorry you were dissatisfied with the level of service you received at our store.  We pride ourselves on delivering exceptional customer experiences and take your feedback seriously.  We have processed your refund (4/12/25).  Please let us know if there is anything further you need. 

  Customer Answer

  Date: 04/17/2025

  I am writing to formally request a full refund for my rental, including the remaining insurance balance, due to extremely poor conditions and unacceptable treatment at your facility.
  
  
  The storage unit was unsanitary and poorly maintained, leading to damage to several items, including books affected by rats. I had to sanitize many belongings, which cost me time, energy, and ruined my weekend.
  
  
  More concerning, I was subjected to unprofessional and intimidating behavior by staff. I was told my personal data would be collected just for requesting a cart, which felt like a clear misuse of information and a violation of privacy. Additionally, I experienced verbal threats from a manager and felt ganged up on by multiple staff members, creating an unsafe and hostile environment. This behavior felt targeted and discriminatory, and may constitute a hate crime.
  
  
  I am therefore requesting the following:
  
  
  A full refund for the rental and the pending insurance refund.
  A written apology and explanation of steps being taken to prevent such issues.
  Confirmation that my personal data is no longer being accessed or misused.
  
  
  
  
  If I do not receive a satisfactory response within 7 business days, I will escalate this matter to consumer protection authorities
  
  

  

  Business Response

  Date: 04/23/2025

  Hello - An additional refund of $17.90 has been processed. Our district manager attempted to reach you, but your voicemail was not set up, so he was unable to leave you a message.

  Customer Answer

  Date: 04/25/2025

  I did not receive any missed calls from the self storage business and I am insisting to speak with the district manager

   

  please reschedule out to me **********

• 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.