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:05/01/2025

  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.

  I rent a storage unit at the ************, ** location. I went online to pay my bill and they are back charging me for insurance on my unit. I already have insurance with another company and have previously provided proof of coverage. I called and they need updated proof which I provided while speaking with them on the phone. They refuse to remove the charge even though I provided proof that I had insurance. It is illegal in ** to charge for insurance when someone proves they already have insurance. I did not receive any type of notice that updated proof was even needed. I am also reporting this to the GA insurance commissioner.

  Customer Answer

  Date: 05/01/2025

  This has been resolved and a credit was issued.   
  
  ******* *******
  

  
  

• Initial Complaint

  Date:04/15/2025

  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 moved out of my storage unit on JANUARY 9 and my lease ended on JANUARY 11. Prior to moving out I, called to main office and told the lady at the office (cant remember her name) that Id be moving out on January 9 and inquired what I needed to do to clear the unit. She said I needed to unlock the unit and make sure it is swept out. She said she would make note of my move out date in my file. On January 11, I was charged $188 which was the monthly rate. I called that weekend asking why I was charged and was told it was because my auto payment was not turned off and they would have to discuss the refund with their manager and would call me back. I waited two weeks and no call. So I called back and inquired again and was told that they have a note into the manager and would call me back. This process went on for about four calls until today when I was told that I am not receiving a refund because I did not send an email about my move out. What Im unclear with is why didnt anyone say that initially and/or why wasnt my call sufficient when the lady said she would put it in my file.

  Business Response

  Date: 04/21/2025

  Good Morning I wanted to update the status of the recent complaint against NSA Storage. 
  We are sorry for any inconvenience in this matter. We have returned the requested amount of $188.00 as requested to the complainant's credit card yesterday 4-17-2025. We do apologize for any inconvenience this may have caused. Thank you
  

  
  

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/05/2025

  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.

  Complaint Against iStorage for Deceptive Pricing Practices On December 10, 2024, I signed up for a storage unit through the company's website, where I was promised a monthly rental rate of $86.52. At no point during the sign-up process did the website indicate that this pricing was a promotional rate or that it would increase after a certain period. If a promotion is being offered, it should be clearly disclosed upfront so that customers can make an informed decision before committing. Today, I received an email stating that my monthly rental rate will increase to $108.50. While I understand that rental rates may change, and the lease does mention rent increases with a 30-day notice, this situation is different. When I called customer service, the representativewho was polite but unaware of the specificstold me that I had been placed on a three-month promotional rate and that my rental fee would continue increasing every three months for the first year. However, I was never informed of any such promotion, nor was it listed in my lease agreement or on the companys website. This practice constitutes deceptive trade practices, false advertising, misleading pricing, and failure to disclose key terms at the time of sign-up. Nowhere on the website does it mention that monthly promotional pricing applies for only three months. While some options clearly state 50% off the first month, there is no mention of ongoing promotional rates or incremental increases every three months. I feel misled and deceived by this companys pricing structure, and I am requesting that they honor the original rate of $86.52 or provide a clear and fair resolution. I also urge the Better Business Bureau to investigate this companys pricing practices to ensure that future customers receive transparent and honest pricing disclosures before signing a lease.

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  SUBMITTED VIA WEB SUBMSSION: **********************************
  
  Dispute Resolution Department
  Better Business Bureau
  
  Re: Response to complaint ID ********
  
  To Dispute Resolution Department:

  Please allow this correspondence to serve as iStorages (#****) Answer to the BBB Complaint ID ******** filed by **** ******** regarding storage units #***at *************************************************************************** response to your complaint dated February 5, 2025, I conducted a thorough investigation of the claim raised by ******** with respect to the rental rate increase. 

  We sincerely apologize for any miscommunication that may have occurred regarding the rental rate increase. Our rental agreements are based on a month-to-month contract, which is standard across the self-storage industry. On December 10, 2024, a contract was signed by **** ******** for a 10x10 storage unit at a monthly rental rate of $86.52 (including tax). Pursuant to Paragraph 1, Section D of that contract, Occupant understands that the monthly rental rate may be changed by Operator by giving thirty (30) days advanced written notice to Occupant, with the new rental rate going into effect upon the next Rent Due Date. This is further reiterated in Paragraph 22 Changes, which states:

              All items of this Agreement, including but without limitation, the monthly rental rate,conditions of occupancy and other fees and charges are subject to change at the option of Operator upon thirty (30) days prior notice via first class mail or electronic mail to the Occupant. Any changes shall become effective upon the next Rent Due Date or on the date expressly stated in the Operators notice and shall thereafter apply to the occupancy hereunder.

  The terms of the rental agreement between iStorage and **** ******** control the obligations of **** ******** and iStorage in this matter and we have acted in accordance with the terms of this agreement. Periodic rental rate increases are typically initiated to account for market changes. All adjustments are made in accordance with industry standards and in compliance with applicable laws.
  
  iStorage remains committed to providing its customers with a pleasant ********************** experience.  While it is understandable that rental rate increases can be frustrating for tenants. Considering the miscommunication suggesting there was a promotionalrate, we would like to offer a delay on the rental rate increase until April 10th, 2025. This will allow the current rental rate of $86.52 (including tax)to remain in effect until that time. We hope this gives Mr. ******** the opportunity to explore other storage options or, preferably, continue to store with us here at iStorage.

  Please be assured that steps have been taken to ensure clearer communication in the future between staff and tenants.
  We appreciate the opportunity to address this complaint. Should you have any questions or if I can be of further assistance,please do not hesitate to contact me at ************** or via email at ******************
  
  Very truly yours,
  NSA Storage
  Corporate Paralegal

• Initial Complaint

  Date:01/16/2025

  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 had a life threatening emergency with my minor son. ***************************** was aware. They inflated my bill to where it was unreachable to pay. Lien fee on top of lien fee. No other storage has ever done thst. The day of suction I had no knowledge what website they used. The liar ******* in the office said oh dont bother. Someone bud over $800 already. She wld not show me pics or final bid amount. She told me she archived the bud. ****. And turned everything over to corporate and they would send a check to me for money from auction over what was owed. Its going on 8 weeks. Still no check. I get the same game snd runaround Everytime I call or go on chat. My unit had to have been looked thru. The only things showing in front were ripped boxes and bags thst nobody would bid $800 on. Thats why they wouldnt show pics or suction amount. The woman ******** there is a crumb. She smokes all over property. Theres rats mice and spiders everywhere. No drain gutters or proper lighting. Exit gate always left open. She lives above office with 5 other ppl. All night they stand outside smoking watching everything I take in snd out of the unit For the buyer most likely friend or fsmiky of ******* not to return my personal items is unheard of. No other storage wld ever allow a buyer to kee someones ids. Financial records. Social security info. All identity theft usage documents. Im disabled with MS. ********* homeless and for property manger not to ensure I get back me snd my sons personal items. His school achievements. Crafts he made me. My deceased fathers music he wrote snd letters from him as well as pics. For her not to ensure they are returned means she doesnt do her job. Im not going away quietly. I cannot put a priceyshe on the priceless things Ive lost. I plan on letting my **************** expose *** publicly snd what they have done to me snd now trying to beat me out of like a $300 chevk is illegal.

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  SUBMITTED VIA WEB SUBMSSION: **********************************
  
  Dispute Resolution Department
  Better Business Bureau
  
  Re: Response to complaint ID ********
  
  To Dispute Resolution Department:

  
  Please allow this correspondence to serve as iStorages (Store No. 8039) Answer to the BBB Complaint ID ******** filed by *** ******* regarding storage space 0479 located at *******************************************. In response to your complaint dated January 7, 2025, I conducted a thorough investigation of the claim raised by ******* with respect to the auctioning of unit 0479.

  
  Our rental agreements are standard across the self-storage industry. On August 6, 2024, a contract was signed by *** ******* for a 10x10 storage unit. Pursuant to Paragraph 6 Default, Operators Remedies and Lien of the contract which states, Only full payment on ********'s account prior to the published auction date will stop the scheduled sale of the property., responsibility falls to the tenant. With understanding and empathy for the struggles that life can impose on our tenants we attempted to work with *******. We allowed payment arrangements that were broken and an offer to discount what was owed to vacate the space prior to auction, however ******* did not follow through.

  
  iStorage remains committed to providing its customers with pleasant ********************** experiences. While we understand the frustration and struggle that people can go through in life, we unfortunately cannot help in every situation.
  

  The terms of the rental agreement between ******* and iStorage control the obligations of *** ******* and iStorage in this matter and we have acted in accordance with the terms of this agreement as well as the self-storage laws for the state of ***********

  
  We appreciate the opportunity to address this complaint. Should you have any questions or if I can be of further assistance,please do not hesitate to contact me at ************** or via email at ******************
  
  Very truly yours,
  
  
  NSA Storage
  Corporate Paralegal

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22778010
  
  I am rejecting this response because:
  To date istorage still has not sent the $281.57 check they claimed was an oversight for 2 months.  I have a voicemail from istorage store #**** regional manager on 1/23/25 that they apologize for oversight and check was being manually printed and mailed right out.  To date I still have not received and the manager wont even return my calls 

   

  I just tried4 diff ways to upload the voicemail with no success  if someone can tell me how Id like to share it with bbb

   

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  SUBMITTED VIA WEB SUBMSSION: **********************************
  
  Dispute Resolution Department
  Better Business Bureau
  
  Re: Second Response to complaint ID ********
  
  To Dispute Resolution Department:

  
  Please allow this correspondence to serve as iStorages (Store No. 8039) Answer to the BBB Complaint ID ******** filed by *** ******* regarding storage space 0479 located at *******************************************. In response to your rejection of our answer dated January *******, I conducted an investigation with respect to the check in the amount of $281.57.

  Check number ********** in the amount of $281.57 was cut on February 7, 2025 and mailed to the address of ************************************************************************************************************ *************** Please allow time for delivery. 

  We appreciate the opportunity to address this complaint. Should you have any questions or if I can be of further assistance,please do not hesitate to contact me at ************** or via email at ******************
  
  Very truly yours,
  NSA Storage
  Corporate Paralegal