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

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  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:08/31/2023

  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.

  I leased a storage unit effective April 1, 2023. At the time of the rental, I asked a lot of questions regarding rate increases because it's quite common for self-storage companies to lure you with an initial lower rate only to hit you with unjustifiably large and frequent rate increases. I made it clear to the person that was facilitating my lease that I would not tolerate exorbitant and frequent rate increases, and I want to know now before I agree to lease a unit. She assured me that rate increases are infrequent, and she has not seen any more than $25 at a time.On August 30, 2023, I received an email stating that "after a routine review of your account we noticed proof of insurance coverage is missing and required by the terms of your lease". Not only did they require proof of insurance at the time of my lease, but I provided them with a copy of my certificate of insurance. I sent a reply with another copy of my certificate of insurance, which they acknowledged receiving. On August 31, I received my payment receipt showing they had charged me $12 for insurance. The letter they had sent me a day earlier said, "If you do not have insurance that covers your stored items and wish to purchase it, a third-party insurance program is available that provides insurance coverage for property legally stored at Self Storage Plus. If you would like to take advantage of the insurance program we offer, as a convenience to you, NO FURTHER ACTION IS NCESSARY. Effective on your next rental cycle you will be automatically enrolled in the program."Not only have I always had insurance in place, but they force-placed insurance after I had already provided them proof of coverage. Furthermore, they sent me another email raising my monthly rate from $365 to $425 effective September 30. I have notified the company about all of this, and they have not responded. I had to contact my credit card company to dispute the insurance charge.

  Business Response

  Date: 09/27/2023

  Hello,

  I have reached out to the customer via phone call and email to offer an apology to his concerns.  SSP followed our policies and procedures with the rent increase and insurance coverage but unfortunately the communication to the customer was not handled properly.  For this reason, I have adjusted his rate to the original amount he was given at move in.  I have also made sure he was never charged for the ****** and that his proof of insurance has been uploaded to his account.

  I have yet to hear back from the customer, but I will ask the manager at the store to check with him and make sure he is satisfied.

  Customer Answer

  Date: 10/09/2023

  [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:08/15/2023

  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 moved my items out of the unit on Feb. 6. I informed the staff of my intent to check out, but was still moving boxes when they left for the day. Staff informed me I could check out the next day. When I returned the morning of Feb. 7 to check out, the office was still closed after 10:00 AM (should have opened at 9:00 AM). I could not wait longer for the office to open, since I was driving out of the region that day. So I was not in the area to come by again. I called both the local office and other Self Storage Plus telephone numbers over the next few days, but never got hold of a human during this time. I left multiple messages explaining my need to check out, leaving my name and telephone number. No one ever called back. The Self Storage Plus web site did not allow me to check out. I finally got hold of someone on Feb 16, which is now the official check out date. During the period when I was unable to get hold of anyone, I was charged an additional months rent for the now empty unit. On Feb. 11 I was charged $633. I performed due diligence in my many attempts to properly follow check out procedures. The fault lies totally with Self Storage Plus. As a result, I am requesting a refund of the $633 credit card charge from Feb 11. I wrote a letter to Self Storage Plus dated April 18, 2023. I have not heard back.

  Business Response

  Date: 09/18/2023

  Customer *********************** is being issued a refund in the amount requested of $633, which charged to his credit card on 2/12/23. Refund will be issued by check from corporate office located at Self Storage Plus PO Box ***** ************** *****, of Self Storage Plus and mailed to address confirmed by customer ***********************, which is **************************************************** 

  Customer Answer

  Date: 09/25/2023

  [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:08/15/2023

  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.

  This company charged me 2 months of very expensive renters insurance as they claim they never received my policy from ******* ******. Every year they require a new policy copy. Every year, I send them one (via *******). They claim they didn’t get it this year after it was sent several times and continued to charge me. I even sent it myself from my personal email which they claim they didn’t get. They claim they don’t have this issue with anyone else but, while I was there moving out, I spoke to other customers who were unable to reach them or get help for their issues.  I just want a refund for the 2 months of the insurance they incorrectly charged. I did ask, and *************** (aka  “they”) was unhelpful and disrespectful. I am happy to forward all emails I sent to the company with their (****) responses if needed. I am also happy to see if liberty has record of all of their emails to them with the lease. Please advise. Please also note I have since left this company because of ***************

  Business Response

  Date: 09/11/2023

  We apologize for the way you were treated as that does not show who we are as a company. The account was reviewed and a refund of $24 has been issued.  

  Customer Answer

  Date: 09/17/2023

  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:06/26/2023

  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 the Haymarket location of Self Storage Plus (**** ***********************************, Haymarket, VA) online on Saturday, June 17, 2023. I then went to the facility at 11:00AM EST to pickup the keys but nobody was at the front office when I arrived. The following Saturday (June 24, 2023) at 10:15AM and again nobody was there. Both times I went were during their listed business hours. Then I called Self Storage Plus also on Saturday, June 24 around 10:15 AM to ask for a refund and cancellation of membership. The representative with whom I spoke informed me that someone would reach out to me to process the refund but nobody did.

  Business Response

  Date: 07/11/2023

  Greetings,

  Appreciate you letting us aware of this complaint. We have reviewed and we validated *********************************** had been refunded on June 26, 2023. Communicated with *************************** he also verified refund had been processed. Attached is copy of ledger whihc shows time of transaction also refund. 

  Regards,

  Self Storage Plus. 

• Initial Complaint

  Date:05/30/2023

  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.

  1.Facility Access Hours -The facility hours changed abruptly, and management failed to notify tenants for months -Discrepancy between actual hours as webpage still notes Access Hours 6AM-10PM 2.Unsanitary Conditions -Prevalent odor of urine -Rodent Droppings within units -Damaged property; rodent urine pictured on pillows 3.Inadequate Climate Control -While you claim to have a climate controlled facility my belongings have been put at risk to variable temperatures. I have detected notable signs due to humidity, rodents, and insects. The unit has been swept 4.Live-in Tenants -There is a possibility that persons are living, evidenced by urine pictured in the attached image.5.Abandoned Trash -******* Post indicating dumping problem - ******************************************************************************************

  Business Response

  Date: 07/06/2023

  Self Storage Plus has been in contact with ***********************, who is the customer associated with *******************************. We have compensated ***************** a month free rent and waiting on a response from ****************** as to which Self Storage Plus location he would like to transfer. Our last conversation was on 6/7/23 and I followed up via email on 6/21/23, but have not heard back from the customer.
  
  Thank you,
  *************************
  Senior District Manager
  *************************************

• Initial Complaint

  Date:04/10/2023

  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 from self storage plus from 8/11/2022 to 2/4/2023 with no problems at all until it was time for me to leave in November I had brought a mattress there it happen to be raining that day and I was going to put my mattress into my storage but the employee who worked there told me no you can put it in this storage place that they had across from there office I was so nervous cause it was a new mattress not even a year old and all I had that I really paid for but he insured me it was okay he is the only one who could open it and also let someone else put there things in there as well will be okay until I came to get it as long as I was paying for my unit still so the day I leave I ask for my mattress they said they through the mattress out nobody called me told me anything come get it nothing even know the man got my number and unit number told me it was okay I called the office for a week and messaged a few people after like 9 days the district manager reach out to me tell me she can give me 200 dollars back for a brand new mattress that cost 1400 but I paid 860 for that’s not okay cause her employee she hired told me it was okay things will be good now he’s fired cause he was doing things he wasn’t post to another employee told me now me and my kids have to be at fault that’s not fair or okay I paid my rent and I listen to an employee now I’m being punished I want a check for the full amount of my mattress I’m a single mom of 3 kids just moved into my own place we are sleeping on the floor cause a mistake that her employee made that’s not my fault when if someone told me to come get it I would have that wasn’t even done nobody email or called me at all I even went there other times seen him he said nothing at all they have camera they can look and see him even say put your mattress in here it’s okay it will be fine

  Business Response

  Date: 06/11/2023

  Hello,

  My name is **** *****.  I am the district manager of the Self Storage Plus location in Gaither.

  I received the attached complaint regarding **** *****.

  This is a customer that I personal worked with to accommodate the situation she had when renting a unit from my Gaither situation.

  I offered her $432, half of the cost of her mattress and she agreed this was fair.  The check was mailed to her from our accounting department and it was cashed on 03/09/2023.

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 requested a non-renewal of my parking space lease on Monday November 18th (My lease was through until the 2nd or 3rd of December, I do not remember which). I came by the next day Tuesday November 19th to park my trailer in my spot and was shocked to find that my gate access code was deleted. Since the office was closed I had to go park my trailer somewhere else, incurring risk and cost. When I came by the next day and told staff (*********************) of my issue, they stated that a new employee had messed things up and that I should have had access until my lease expired. He apologized but other than that did nothing to make up for what happened, I had requested a pro rated refund for November 18-Dec 2/3. He returned me the gate access and I entered the facility. To my shock and surprise, my parking spot was occupied, and tools that I had in my spot were gone (this was one of the reasons I went to the facility that day). I promptly returned to the office and notified **** of the issue. I told him at this point that I insisted that I wanted a pro rated refund that I had mentioned earlier, as well as the cost of lost items which I estimated to be approximately $40, the prorated amount was also $40. He again said he could do nothing. I insisted that he escalate to a manager, he said no one was available but that he could make some calls. I advised him that I was unable to stay for a resolution as I had a client I had to go see. I advised him I would give him until Tuesday November 29th to have his manager contact me. To this date 12/1/22 I have heard nothing. I think that is completely unacceptable behavior and I want this fixed.