Complaints

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

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• 

  Self Storage Plus

  PO Box 25523 Washington, DC 20027-8523

• 

  Self Storage Plus

  605 S Ball St Arlington, VA 22202-3205

• 

  Self Storage Plus

  11105 New Hampshire Ave Silver Spring, MD 20904-2605

• 

  Self Storage Plus

  9107 Gaither Rd Gaithersburg, MD 20877-1455

• 

  Self Storage Plus

  14560 Lee Rd Chantilly, VA 20151-1684

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:06/02/2025

  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.

  Asked to close and get my things, each time it seemed to be an issue with the rate being raised and fees applied so I can't get my things, it makes me think that my things have been scoped out, I have a lot of collectibles, brand new housewares appliances, dishes etc... worth a lot of money, management poor communication and poor language towards customers, they shouldn't be in business or need better training on management and employees and how customers are treated with these ridiculous rates and fees to prevent people with nice things from having access to their things without being charged ridiculous rates with bogus charges.

  Business Response

  Date: 06/13/2025

  I have attached my response for the complaint filed by ********* *****, ID#********.
  

  
  

• Initial Complaint

  Date:06/02/2025

  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.

  BBB,

  The business overnighted a check for a refund in full. Please close this case as fully resolved, thank you!

  port for the break-in attempt on the unit.

  Business Response

  Date: 06/09/2025

  Please see attached for response to #********

  
  

• Initial Complaint

  Date:05/28/2025

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23387016
  
  I am rejecting this response because:
  
  

  This is incorrect. They sent refund to ****** *******. That is not me

  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/09/2025

  Please see attached for response to #********

  
  

  Business Response

  Date: 06/23/2025

  See attached

• Initial Complaint

  Date:04/30/2025

  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 am a current tenant at Self Storage Plus (formerly Valley Storage) at ******************************************************************* When I first signed my lease, I provided valid proof of renters insurance, which exempted me from the companys insurance program.Recently, after a name and management change to Self Storage Plus, I noticed a $14/month insurance charge on my account. I was never notified in advance, never contacted by phone or email, and was not given a chance to update or resubmit my proof of insurance. I only discovered the fee after logging in to my account and contacting them myself.When I reached out, they admitted that they dont keep tenant documents, which is unacceptable and irresponsible. I offered to resubmit my insurance declaration right away, but they have not responded, and late fees continue to accrue daily. On top of that, their system does not allow partial payments, so I cannot pay only my rent amount while this issue is being disputed the balance keeps rising, making it unaffordable.I believe this is happening because of the ownership or management transition, but it is unfair to penalize existing tenants who already followed the original rules and submitted proper documentation.I am requesting:Immediate removal of all unauthorized insurance charges,Reversal of all related late fees,Ability to submit my current proof of insurance and pay only my original rent amount.This feels deceptive and negligent, especially considering Ive done everything right. Im requesting the ********************************* to intervene and help resolve this issue.Thanks for your help!

  Business Response

  Date: 05/13/2025

  Please see the attached response from the business

• Initial Complaint

  Date:03/24/2025

  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 rented unit 6023 in August 2023 at the rate of $120. I was surprised a week later with a "requirement" of purchasing their insurance for $16 monthly, for a monthly total of $137. In March 2024, a short 6 months later, my rent was raised to $193. Now in February 2025, it's $240. That's almost a 100% increase! I was never notifies of this increase! If I was, I would have cancelled my unit immediately! Going rates for a 10x15 unit in the **********/Front Royal area are in the low to mid $100s. I was recently late paying my February fees and was charged $314! Why the $80 in additional fees? I paid that on 3/18. On 3/19 I was charged the $240 for March.

  Business Response

  Date: 03/31/2025

  ******* ********

  Business Response

  Date: 03/31/2025

  Hello,

  This may be a duplicate information. I do apologize for my error. 

   

   

  
  3/28/2025
  Re: Complaint Case ID  ********;  ******* *******
  Thank you for notifying us about the complaint filed by ******* *******. We take all customer feedback seriously and appreciate the opportunity to address their concerns. We are committed to resolving this issue promptly and to the satisfaction of all parties involved.
  Our Response:
  Investigation: Upon receiving this complaint, we conducted a thorough investigation into the matter. This included reviewing all relevant records, speaking with involved staff members, and examining our processes and policies. 
  In response to the customer inquiry from *** *******, it is my understanding that there are four complaints, a perceived requirement to buy our insurance, a rate increase without notice, a rate increase, and late payment fees.
  Findings:
  Regarding the Insurance requirement, there is not a requirement that the customer purchase insurance from us.  The only requirement is that the customer provide insurance. They can choose to purchase it from us, or they can provide it via the insurance carrier of their choice.
  
  Regarding the rate increase without notice, please note that the customer was mailed a notice 30 days prior to each rate increase and that notice was sent each time to the address of record for this customer.  Our records have verified these notices were sent *********************************************************************************************** not. 
  
  Regarding the rate increase, it is correct that this customer had a rate increase three times over the period of their rental term.  Please note that the customer started at a promotional rate and over time the rate was moved to what we have determined, via our ****************************** to be market rate.  We believe our rates are competitive and the customer has the right to no longer renew their rental agreement at any time.
  
  Regarding the late payment fees, *** ******* was in fact charged late fees when her payments were late in accordance with the rental agreement.  No fees outside of those agreed upon were charged to the customer.
  
  No customer complaint was brought to the Facility location managers at any time to be addressed. 
  
  
  Conclusion: We appreciate the opportunity to address *** ******** concerns and are committed to ensuring a satisfactory resolution. We look forward to continuing to provide excellent service to ********** and all our customers. Please feel free to contact me directly if you have any further questions or require additional information. We hope that this addresses the customer's concerns.  Sincerely,
  
  ******* ********
  District Manager
  Self Storage Plus 
  **************************************************************

  
  

• Initial Complaint

  Date:03/21/2025

  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 three billing issues: 1) Self Storage Plus (SSP) increased my storage fee from $56 to $83 without any notification. 2) SSP inappropriately charged me for insurance for two months 3) SSP charged me late fees for not paying a bill they admit was wrong 1 - SSP's rental agreement says they can increase rent with 30 days notice in writing. Although I receive and respond to every communication received from them, I did not receive any notification of a rent increase. Although all communications with SSP, including invoicing and other notices, such as the need for insurance documents, are conducted via email, SSP claims to have sent a rent increase notice via mail. They provided no evidence of this, and I have not received anything. 2. On January 29, SSP emailed a notice that they didn't have insurance on file. It was titled "Last Notice," although it was the first notice. It said that I needed to send them a copy of my insurance before the next billing date (2/22/2025) to avoid being charged for their insurance. I sent a copy of my insurance the following day, January 30, but I was charged for ***'s insurance in February and March. 3. I was not refunded the insurance charge for February. In March, I tried to pay my bill, but partial payments are not accepted, so I had not mechanism by which to pay my storage fee without also, again, paying the erroneous insurance fee. I spoke with a representative who said he would work to have the charge removed and call me back. I was later told they would remove the insurance charge but not the late fee. I don't believe it's appropriate to put anyone in a position of being forced to pay a bill with inappropriate charges. If there is no mechanism to make a partial payment for the correct amount owed, it is unfair to assess late fees while the businesses' internal error is worked out. I would like a refund of the unannounced rent increase, insurance charge, and late fee, as well as a plan to avoid this in the future.

  Business Response

  Date: 03/28/2025

  Attached is the response to the complaint filed by ******** *****. Please let me know if any additional information is needed.
  

  
  

• Initial Complaint

  Date:01/20/2025

  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 would also like to add that the District manager scolded me for using the facilities dumpster even though it was the clerk's idea for me to do so. She told me itwas horrible that our things were mice f**** infested and she came up with the idea to go ahead and use their dumpster if we wanted to throw things away. She said to pile it on the sides as someone had used it for a mattress. SO my wife and I did get rid of a few things (not very much because we became scared for our health after seeing so much mice f**** so we cut it short. But we did throw several items away and did as the clerk told us , to pile it up outside the dumpster.  Then after I emailed the district manager  to let her know the awful situation this facility has now put us in,she writes back scolding me for using the dumpster and  said they werent responsible for any of the damages and completely ignored the fact that I was never properly notified about the large increase except for her refunding me one months of the increase even though I didn't discover this increase for 5 months.  She also highlighted some part of the contract about going in and taking all of our stuff if we use the dumpster. (even though it wasn't even our idea to do so and we were TOLD by the clerk and it was her idea).

  t didn't do the same when they raised their rates. They also had my cell phone number and the contract stated they would use text messages if appropriate. When I reached out to the Manager , ********, she didn't do anything acceptable to help me which would have been to refund all the extra money as I wasn't notified properly . I was out of state and not able to get back right away and just now went to the unit because I cannot afford such a large increase in rent and now all my things have been ruined due to mice infestation in the unit. I would ask to be reimbursed for all of total losses as the insurance has a $500 limit for vermin destruction. It doesnt appear to be climate controlled as advertised . This storage facility isn't being taken care of and I wouldn't have trusted them to hold my belongings if I had known they don't maintain the units properly and have deceptive billing practices.I do not even feel safe getting rid of the things due to health of hazards mice f****

  Business Response

  Date: 02/04/2025

  Please see the attached response from the business

• Initial Complaint

  Date:01/03/2025

  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.

  Received call from business..no resolution only communication

  Business Response

  Date: 01/15/2025

  Please see attached response to Customer Complaint Number ********.
  

  
  

  Business Response

  Date: 02/06/2025

  2/5/2025
  
  Re: Complaint Case # ********
  
  Thank you for notifying us about the additional concerns filed by ***** *******. I have been able to investigate the matter and found that check# ***** was signed on 2/5/2025 and mailed on 2/5/2025 to the address on file.
  
  Thank you for your attention to this matter.
  

  
  

  Customer Answer

  Date: 02/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:11/23/2024

  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.

  This location has a rat infestation in the entire building! We lost over $2500 in furniture & clothing due to vermin & the insurance policy will not accommodate our request of refund. They limit payouts to only $500. The management team is aware of this problem & simply ignores the *************** of their clients

  Business Response

  Date: 01/24/2025

  We have identified the case ******** with ***** **** has not been responded to. Please find our response to this customer's concern attached. 

   

  Best, 

  **** *******
  Director of Operations
  Phone: ************
  Email: *************************************************************
   ******************************