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

  
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  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

  8239 Broadway St San Antonio, TX 78209

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  SmartStop Self Storage

  3101 Texas Avenue S. College Station, TX 77845

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:08/26/2025

  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.

  see Attached document

  

  Business Response

  Date: 09/03/2025

   Mr. *********, Thank you for your message. Could you kindly resend the attachment, as it was not included in your initial message?

• Initial Complaint

  Date:08/12/2025

  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.

  Moved into a 10x15 climate controlled storage unit in late Oct 2024 and noticed upon move in that unit was hot upon move in. Complained then and was told ** was being repaired at the moment. Came back a *** days later and remained hot but told parts were on order and work would be completed soon. Had not returned to unit unfortunately until this past week August 10, 2025, ten months later, to find that unit and entire building remains excessively hot and all my items now stored there have obtained odd smell and dirt along with possible mold. All monthly fees and imposed insurance are up to date on my end of $112.86/month but they are not providing the service contracted for. When I called and questioned such today, I spoke with ****** who claims to have been working there since I moved in, the only solution is that I move to another potentially cooler unit with zero compensation nor help moving. I paid professional movers to get all my items there and have recently had major abdominal surgery impeding any heavy lifting to which she said the company will not accommodate moving my items for me. She claims the ** has been in repairs apparently for 10 months and no notice to clients has been made. I find this unprofessional as had I known, I could have made arrangements to go elsewhere. Now I am physically in a hard place and I have spent quite a bit of money at that location. Please help.

  

  Business Response

  Date: 08/15/2025

  Ms. ************ we acquired the site in 2025,therefore SmartStop cannot speak to circumstances prior to the acquisition.  Our District Manager has been made aware of the **** issue and is addressing it.  We are happy to move you to a different unit;however, it is not our policy to cover costs of customers moving from one unit to another.  In reference to the property damage you mentioned may have occurred, we would be happy to accompany you into the unit and take pictures to help facilitate an incident report for your Tenant Protection Plan

  Customer Answer

  Date: 08/16/2025

  If you acquired the business in 2025, that gave you now almost 9 months to fix said issue and yet nothing....how is that acceptable when you are charging monthly fees for something you are not delivering or making the customer aware of when you are clearly aware of?

  

  Business Response

  Date: 08/28/2025

  Ms. ****** we apologize for the delay and have confirmed with the District Manager that the issues have been resolved, and the ** is operating efficiently.  We are happy to move you to a different unit; however, it is not our policy to cover costs of customers moving from one unit to another.  In reference to the property damage you mentioned may have occurred, we would be happy to accompany you into the unit and take pictures to help facilitate an incident report for your Tenant Protection Plan.  Thank you

• Initial Complaint

  Date:08/06/2025

  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.

  I rented a unit over the phone in early July. I requested a climate controlled unit in the lease that I signed. When I arrived several weeks later to move in, I discovered that the unit was not climate controlled. I ended up having to rent a climate controlled unit at a different smart stop location in town, and was charged not only the full rent for the new unit, but also the administrative fee, which I had already paid. I asked to be reimbursed for the $100 I paid for the first unit, since I requested a climate controlled unit in the lease and was not given one. I was told a manager would contact me. No one contacted me. I called the national call center two times over two weeks asking for a manager to call me and no one has. If a client signs a lease saying they request a climate controlled unit, they should be given a climate controlled unit and if they aren't, they should be refunded for the rent they paid.

  

  Business Response

  Date: 08/08/2025

  *************** you for reaching out.  We are glad you were able to connect with our District Manager to resolve the issue.  Please let us know if you have any additional questions.

• Initial Complaint

  Date:07/15/2025

  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.

  On July 14, 2025, at approximately 6:25 PM, I arrived at SmartStop Self Storage at ************************************************************ to make a cash payment. The posted hours state the location closes at 7:00 PM. Upon arrival, I was denied entry by a female employee who stated, You people always think you can come in with cash and make a payment, not today, followed by obscenities. I told her the location posts it closes at 7PM and I was there at 6:25PM, she refused to help and then I refused to leave. When I told her she should call the police, she escalated the situation, pulled up her shirt to display a canister of pepper spray, and said, You got the right one todayIll f*** you up. A man in the office wearing a ***************** shirt laughed and tried to present himself as a security enforcement figure. I felt physically threatened and unsafe.I immediately reported the incident to SmartStops corporate office. I was later told that the district manager supported the employee and that I should remove myself from the property. I complied and left. My payment was not accepted, and I now face a potential penalty or loss of access due to no fault of my own.This is not the first time Ive experienced hostility from the ****** location. I have filed a police report for simple assault due to the threat of force. I need immediate instructions on how I can make my payment today without returning to the location or interacting with this staff again. I am also requesting contact information for SmartStops legal department, so my attorney may correspond directly.I expect SmartStop to resolve this quickly, ensure their staff is held accountable, and allow me to fulfill my obligation safely.

  

  Business Response

  Date: 07/18/2025

  Mr. ********** we understand that you are communicating directly with our District Manager and coming to resolution on this issue. Please feel free to reach out if you have any further concerns. Thank you. 

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a storage unit with Smartstop storage in ********, *****. It was formally US storage. I went to check my account last night( 7/13/2025) and my unit went from $86 a month to $165 a month. Almost double. That's fine, I understand that prices jump up. Not normally double the price like that, although. I called them on 7/14/2025 to inquire about this and she said indeed that they had sent a notice out. Texas law states that I should receive a 30 day notice, it's less than 30 days before my next bill is due on 8/8/2025. All I'm wanting is for my rent to stay the same for the month of August 2025, because we haven't been given a proper 30 day notice. The lady on the phone said I should receive my notice sometime in the mail this week and that it is considered a 30 day notice. But if it's already after the 9th of July. It's not a 30 day notice. She then tried telling me that they didn't have my house number address and that's why I didn't receive it. If they didn't have it, it's because they kept having to fix the account when I first entered my agreement with them. Even then my husband is my alternative on the account and it list his address. I'm not expecting them to keep my rent at $86 forever, but I didn't receive proper notice and would like for my rent to stay the same for the month of August. I check my email daily and the company who owned the place before would send notices through my email. They did not.

• Initial Complaint

  Date:07/08/2025

  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.

  I have had a storage unit with this company for almost a year. I became aware that they impose a rate rase after 6 months or so and can continue to do so. I recently had surgery and was late on my unit payment. I attempted to make payment and they are trying to charge an additional $170 in order to bring my account current. That additional charge is more than my monthly storage rent and I don't recall receiving any documentation stating that they could impose a fee at this amount. Also they said I could no longer pay online. I have to pay in person with cash. I recently had ankle surgery and cannot come in person. I reached out and was told to speak to a regional manager named ****** to see if he can adjust this since I have not been late previously. ****** has not returned any of my calls or responded to the employees at the storage location. I'm not sure who else to reach out to in order to get this resolved.

  

  Business Response

  Date: 07/09/2025

  Ms. ********** based on your conversation with our District Manager, we are pleased that your situation has been resolved. Please reach out if you have any additional questions.

• Initial Complaint

  Date:07/02/2025

  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.

  I rented an indoor, climate-controlled storage unit at SmartStop Self Storage in ************, ** with the understanding that the units were properly maintained and treated for pests. On June 20, 2025, movers arrived to retrieve my household furniture, only to discover the unit was severely infested with termites. The majority of my belongings including furniture and wood items were completely ruined due to the infestation.I immediately had a staff member from SmartStop witness the damage in person. I was then provided with the district managers contact information. After speaking with the manager, I was informed that SmartStop would not take responsibility for the damage. I also filed a claim with my insurance provider, which was denied, leaving me with a total loss.This has resulted in a significant financial burden. I rented this unit in good faith, trusting the companys claims that the facility was climate-controlled and pest-controlled both of which appear to have failed.Desired Resolution:I am seeking reimbursement for the loss of my property caused by termite infestation while stored at SmartStops facility, or for SmartStop to file a claim through their own liability policy. I would also recommend immediate pest inspection and treatment to prevent further losses to other customers.

  

  Business Response

  Date: 07/08/2025

  Mr. ******** we have been using a professional pest elimination service which does routine maintenance on all our buildings. Prior to your statement of loss, there had been no reports or signs of termite activityneither from our pest control provider, onsite team, nor any other tenants. We also inspected the surrounding units as a precaution and did not find any disturbances or evidence of termites.
  Any loss that occurs is truly unfortunate which is why anything being stored with SmartStop per section 10 of the rental agreement states that occupant agrees to maintain insurance coverage on all personal property stored in the space at actual cash value. This is a very unfortunate situation however this situation was not caused by any negligence on our end.

• Initial Complaint

  Date:07/01/2025

  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.

  Failure to Honor Lease ************** Tenant During Ownership Change Unit 3009 On May 23, 2025, I signed a lease with Amazing Spaces for **************************************************************************************. My agreement included a 50% discount for the first three months, listed in Section 6 Special Provisions (TSSA Rental Agreement: *********_3457). I paid the first month according to those terms.On June 1617, ownership transitioned to SmartStop Self Storage with no prior written notice or information about changes to lease terms, billing, or insurance coverage. On June 18, I discovered my renters insurance had been canceled due to the transition. I was not notified in advance or advised on how to maintain coverage.On June 20, I saw my next bill was $164 instead of the expected $76. I contacted a staff member, ******, who confirmed the discount wasnt applied due to the transition and promised it would be fixed. It wasnt. Despite in-person visits and follow-up, the issue remained unresolved by June 23, when I was forced to pay $164 under protest to avoid delinquency.I was also required to sign a new lease, which excluded the agreed-upon discount. I objected but was told no addendum was available. I was rushed to initial highlighted sections without explanation.This appears to violate Texas Property Code ******, the Texas Deceptive Trade Practices Act, and Texas contract law, all of which require good faith, proper disclosure, and respect for existing contracts.Requested Resolution:A $76 credit for the overcharge.Written confirmation the 3-month discount will be honored.Explanation for requiring a new lease without preserving original terms.Confirmation future charges will reflect the original agreement.Written explanation of the insurance cancellation and lack of notice.If unresolved by July 8, 2025, I will escalate to the Texas Attorney General and pursue legal counsel.***** ****** ********************* | ************** Unit 3009

  

  Business Response

  Date: 07/11/2025

  Ms. ******* based on your conversation with our District Manager, the promotional credit was issued to your account.  Regarding the tenant protection plan, it was never canceled. As described in the email that was sent to you on 6/18/25 with the information notifying you of the change of ownership, the adjustment to the pricing for the SmartStop tenant protection plan and a blank copy of the lease for your review, if you
  were previously enrolled in an insurance product offered by the prior operator, that insurance coverage is no longer available. However, we have enrolled you in our property protection program with a limit similar to the previous coverage level you had with the insurance product offered by your prior operator.  Thank you

• 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.

  I signed a lease for storage on 1/2/25 for $82 per month. On 5/18/25, received an invoice for june with an increase to $157 per month. I called and was told a post card was mailed out for which I never received and I told the woman this. Then I was told that a request would be sent out to the manager, and my rate will be cut by half because they have done the same for others who had the same issue. I was told to pay the $157 since the billing was in and then my account will be adjusted for july and the extra will be refunded to the account. I complied. I got the bill for July and the rate was only reduced to $107 which was not what I was told and no adjustment was made with the additional fees paid. I called and was told that my lease states a change could be made at any time when in fact it states there will be 30 days written notification for any changes way at the bottom of the lease. I was told that a post card was sent to me, 2 weeks prior about the rate change and if I didnt receive it, thats a postal problem and not their problem. I feel scammed because nowhere on the website advertisement does it state the rate will change and the lease does not state subject to change and I was never told this. It does state at the bottom a category changes. That where I was referred to when I inquired. I would not have agreed. I feel this is a scam. The rates are changed subject to management and not state law. They act under laws of tenancy but are not conducting under those laws, choosing to raise the rent on a whim. This feels like price gouging. I want the rate per the agreement of $82 per month that I signed for.#** on the lease- I was told that covers the rate increase. I called, sent an email to the manager, ******* *******, filed a consumer complaint and no one is calling me back to resolve this matter. I am being ignored. Please help

  

  Business Response

  Date: 06/27/2025

  Ms. ***************** been informed that you were able to connect with our District Manager and that the issue has been resolved.
  Should you need any further assistance, please feel free to contact the office directly. Thank you!

  Customer Answer

  Date: 06/30/2025

  
  Better Business,

  In reference to complaint ID ********,  I was contacted the very next morning the district manager, Mr ******* regarding my complaint. He was extremely helpful, very professional and accommodating. He exceeded my expectation in this matter so I am very satisfied in the manner in which this issue was resolved. I learned that he had not received my email because I was provided the incorrect email contact in error, otherwise I am certain the matter would have been resolved expeditiously. I consider this complaint resolved and I am thankful to the BBB for the assistance in this matter. I believe going forward that I will have no issues and will continue service with Smartstop. Thank you! 
  
  Regards,
  
  ********* ******
  
   

  
  

• Initial Complaint

  Date:06/21/2025

  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 have been with SmartStop Storage in *******, FL unit 3091 since June 2024. My starting rate for 10x25 unit was $198 with taxes and fees. In 4 months I was increased to $300 with taxes and fees with no explanation. I continued to pay and didnt complain. Now I go to pay my June 2025 bill and it was $400 including taxes and fees. I didnt receive any notice of the increase even though the office claims they sent a letter. You call or email for anything else why not email about increase. I proceeded to ask for an exception for this months rent to have my usual $300 rate and then start the $400 next month because I didnt know, I just had a baby and life happens. I have been a loyal customer for a year only ever being 1 day late twice. My request was denied with no explanation. I also noticed I was overcharged late fees the times I was late and I dont even care if that gets fixed if there can be some accommodation made for the month of Junes rent. If not , the overpaid late fees need to be adjusted and reason for denial needs to be given. I am not made of money to have a extra $100 to give to storage last minute notice. I am willing to work with the company to come to a amicable solution but the local office and district manager doesnt seem to care about the people. I would like to talk to someone in regards to this, not the people in the local office who cant do anything but email the district manager and cant even give a reason. Thank you

  

  Business Response

  Date: 06/25/2025

  Mr. ******* we have discussed your issue with the District Manager who will be reviewing you account and reaching out to you directly to discuss a resolution.  Please let us know if you have any other concerns.  Thank you