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Business Profile

Storage Units

Otter Self Storage

This business is NOT BBB Accredited.

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Complaints

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

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Otter Self Storage has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/01/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Ever since Otter Self Storage purchased the original facility things have gone downhill fast. In 2023 and now again in 2024, Otter has required proof of insurance (which I have). However, the email sent gives you NO INFORMATION on where to send this! If they do not receive your proof of insurance, they automatically enroll you in their own insurance plan, for an additional $11/month.

      Last year, it took multiple emails and phone calls over 2 MONTHS to finally get someone to fix this error for me. At that point I had already been charged insurance for 2 months, even though I provided my insurance before the deadline. Even though this was their fault, they refused to give me a refund!! The best they would do was give me 1 month's credit (not even 2!!).

      Fast forward to the same issue now this year. I am currently going through the same exact problem with them. I provided my insurance information TWICE before the deadline, and I just received an email that they enrolled me in their own program, for an additional cost.

      Again, NO WHERE ON THE EMAIL does it say who to get in touch with. There is missing information, and even a broken link to their "brochure". Their support email doesn't even handle insurance, so sending anything there goes into a black hole because of their lack of communication.

      I am beyond frustrated with this company and I'm feeling like the lack of support and communication is really a rouse to force charge customers to sign up for their private insurance, whether needed or not.

      Business Response

      Date: 03/15/2024

      Dear Hadri *******,

       

      We sincerely apologize for the confusion we have caused you. Your feedback provides us with opportunity to re-evaluate our process in this regard. We truly hope you will allow us the opportunity to make things right and ensure you are satisfied with the outcome. Upon receipt of your proof of insurance we have credited all insurance fees from your account on March 1st. We would also like to offer you 50% off for the next three months to retain your business. We care about all tenant concerns and we have made contact to speak to you to further discuss this issue. Once again we hope that you will allow us to continue to improve and ensure you and all our customers are happy with our facilities as well as out services. Please contact us so we may confirm our good standing with you as well as discuss any other concerns.

      We appreciate your feedback and your business,

       

      Otter Storage Management

    Otter Self Storage is NOT a BBB Accredited Business.

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