Complaints

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:04/24/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 husband picked up a unit here for the move-in special. Unfortunately, after a week off work cashing in PTO, this tail-end of our move was severely complicated. They now have a crudely printed sign at the door (not in the contract) that the moving dollies/carts are kept in the office and *require you to leave your ID* hostage. This policy was put in place by the manager, ****, after my husband signed a lease and started to move things in. They also lock them in the office at night. If you need to move things you only have your hands. My husband spent a great deal of PTO time moving in racks and things to prep for long-term storage, but this facility treats everyone with the same level of respect reserved for individuals who either steal or lock up carts. Imagine trying to move in heavy furniture, boxes, and household stuff all by hand, up an elevator and around a hallway--no. This was our first and only experience at any Trojan Storage facility worldwide. We're loyal customers when that's earned. My husband had to go retrieve everything after only a few days and permanently vacated Trojan Storage. Because of this, we're boycotting Trojan Storage. Worldwide. As will our extended families. We incurred unnecessary expenses due to this made-up policy. I sent an email to the corporate office regarding this urgent issue. No one got back to us, so we vacated.My husband vacated the unit on 3/31. He verbally told Will the unit was broom-clean and unlocked. He filled out the vacate form online to avoid going up in the elevator with unmasked Will--who knew from the contactless sign-up they would NOT share airspace like that. 2 days after vacating and signing on the e-sign website, we were illegally charged. Will did not process the vacate. **** told my husband our credit card was not set up for auto-charge and would not be charged. We are owed $107.61, $44.61 from 3/21 and $63 from 4/2. Reverse all charges. *** told my husband he'd credit the post-vacate charge of $63.

  Business Response

  Date: 05/15/2023

  Hello,
  
  We are sorry to hear that this customer was unhappy with their experience. As requested by them, they had a refund issued on April 5th.
  
  Thank you,
  ***************************

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19887743
  
  I am rejecting this response because: I received a partial refund from an employee who lied about refunding me. This is not an acknowledgement by Trojan Storage that they are engaging in fraud and bait-and-switch. I'll now file a complaint with the State's Attorney General. Your cavalier, dismissive attitude in response to fraud will get you in legal trouble. This seems to be what Trojan Storage wants. Refusing to refund in full for fraud is certainly a choice. My liability for repeating these facts in perpetuity will never be more than zero dollars. I will never be quiet about this outright theft. 
  
  Sincerely,
  
  ***********************