Complaints

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

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  Storage Rentals of America

  2751 S Dixie Hwy Ste 450 West Palm Beach, FL 33405-1233

• 

  Storage Rentals of America

  8705 SE Federal Hwy Hobe Sound, FL 33455-6102

• 

  Storage Rentals of America

  2031 W Mishawaka Rd Elkhart, IN 46517

• 

  Storage Rentals of America

  254 S 725 W Hebron, IN 46341

• 

  Storage Rentals of America

  826 Spring Meadow Farm Drive Middlebury, IN 46540

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:05/29/2025

  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.

  Better Business Bureau To Whom It May Concern,I am an Army veteran who served in the Gulf War, ***********, and Operation Iraqi Freedom. I sustained serious injuries, resulting in ongoing pain and health challenges. Despite my sacrifices, I am facing an unjust rental rate increase for my storage unit at Storage Rental of America. I believe I deserve respect and fair treatment. I seek your intervention to resolve this matter and ensure I am not subjected to undue hardship. Thank you for your attention and assistance.Sincere regards,**** *********

  Business Response

  Date: 05/30/2025

  Thank you very much for allowing us to respond to this complaint. We appreciate ********************** and dedication to USA's freedom.  We want to help and address this situation, but we have told him that before we can make any adjustments to his rental rate, we must receive a signed copy (Docusign E-Lease) before we can take action. This is required because until then, we cannot change anything because it has not been officially approved by our team. 

  You can see on the account that we have made several attempts to assist. In addition, the current monthly rate has not been paid because of this. Our hands are tied in helping him unless he completes the required steps in the process. This has been explained to him and his son.

  Thanks!

   

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising 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 called to rent a unit and was told one price, but upon move in was charged a higher price. Was told the price over the phone was a sale that had ended. I was also informed that the unit currently does not have any security measures in place, no keyed entry, no locks on the doors, but that they were in the process of installing the security system. There has been three price increases since I moved in, yet they have done nothing to secure the facility. This is false and deceptive advertising, as well as a bait and switch business practice that is illegal in the state of *******. As a disabled veteran, I cannot afford the constant price changes, nor can I afford to constantly move my stuff that is stored. I have raised this complaint with the management but am told that it is corporate who is dragging their feet. I have contacted the corporate office to lodge my complaint as well as here. I have also filed a complaint with the **********************************, and the ********* office for false and deceptive advertising. I will also seek legal remedy if this new price increase goes into effect before they follow through with their promises of 7 months ago. I started paying $62/month, now they want me to pay $105/Month for an UNSECURED UNIT!!

  Business Response

  Date: 05/23/2025

  Dear Mr. ****************** you for taking the time to share your concerns. We appreciate your service and sincerely apologize for any confusion or frustration youve experienced during your time with us.

  We understand your concerns regarding pricing and security at the property. Our team has spoken with you directly and, as a result of that conversation, the most recent rental increase has been canceled as a courtesy. While future increases may occur in line with market trends and operating costs, we encourage you to speak directly with the Property Manager if you have any questions or need assistance when that time comes. We are always willing to review individual concerns and will do our best to support your situation.

  Regarding security at the facility, wed like to clarify that while there are no cameras inside the annex building, there is an exterior security camera monitoring the building entrances. Additionally, the property is regularly visited and monitored by our Property Managers, who are located very close to the annex site. At the time of your move-in, the current security setup was disclosed, and we regret if this did not meet your expectations.

  We have not experienced any break-ins or security incidents at this location since acquiring the property in 2023. Nonetheless, we are continually working to improve our facilities and take all feedback seriously in evaluating enhancements.

  Again, we regret any inconvenience youve experienced and thank you for bringing this matter to our attention. Your feedback has been shared with our corporate leadership team to ensure it is fully reviewed.

  Sincerely,
  The Storage Rentals of America Team

• Initial Complaint

  Date:05/16/2025

  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 had moved out of my storage unit while providing the required notice. This was not processed before an autopayment went through which I was told would be refunded to me on April 24th 2025. I was never refunded this money despite the paperwork being issued. Three weeks later, I was told that the previous owners of the unit GoStoreIt were responsible for this. After contacting them, I received more paperwork showing that their last payment from me was in February 2025 and **** was in fact responsible for my refund. This is completely unacceptable. I was lied to repeatedly, maybe not intentionally by the representative but I just want my money back.

  Customer Answer

  Date: 05/18/2025

  Hi, the company that I filed the complaint against contacted me Friday and the refund that was requested has processed as of today. Can you please close this complaint?

• Initial Complaint

  Date:05/07/2025

  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.

  This company is a giant rip-off. They use structured rate increases to keep you there but rip you off. I will be leaving prior to June 1st, as today I received another rate increase for my 10 x ************************ Sept 2024 with the promo of something like half off the "Advertised Price," so I was charged $55.41 for Sept 2024, and I knew that it would rise to the regular price of $114.33 plus $14/mo insurance, totaling $128.33 the following month. So then 3 months after the regular price kicked in they raised it to $159.65 plus $14/mo insurance totaling $173.65. That represented a 40% increase in 4 months. Now fast forward 5 more months and lo and behold they are raising it again, another 30% to $208.06 plus the $14/mo for the insurance for a total of $222.06 PER MONTH. The current "Advertised Price" on the website is $55/mo. They have now increased the rate by 70% in 10 months. They hide in the fine print of the lease that they may and have the right to change the rate with a 30-day notice. I understand a small increase annually to adjust for costs, but this is plain bait, switch, and mislead. These people are crooks, and I am just giving you advanced warning of what you can expect. I have included documents verifying this misleading behavior. They did not produce an electronic or physical copy of the lease. It was signed electronically. I am seeking reimbursement for the deceptive advertising of $226.60, which represents a 40% price increase since 1/1/2025. The monthly price they charge me is not the standard rate listed on their website, which is an unfair trade practice.

  Business Response

  Date: 05/14/2025

  Mr. ********,

  Thank you for taking the time to share your concerns. We sincerely regret any frustration or confusion youve experienced regarding rate changes on your storage unit.

  We understand that storage rate increases can be unexpected, and we strive to communicate these adjustments in accordance with the terms outlined in our rental agreement. As noted, our leases do state that rental rates may change with a minimum of 30 days notice, and we do our best to provide transparency throughout the rental process.

  We want to assure you that your concerns have been reviewed by our leadership team. Our District Manager attempted to reach you by phone and left a message with their contact information. We encourage you to return the call at your convenience should you wish to further discuss your account.

  As a courtesy, the District Manager has adjusted your rental rate to $111.00 per month, which does not include the monthly insurance fee. This adjustment was made in an effort to resolve your concerns and retain you as a valued customer.

  We appreciate your feedback and will continue to review how we communicate pricing to ensure clarity and fairness. If you have any additional questions or require assistance, please do not hesitate to contact us directly.

  Sincerely,
  The Storage Rentals of America Team

  Customer Answer

  Date: 05/27/2025

   
  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 as long as the correction continues. I appreciate the call from ***** I apologize for not returning her call. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/02/2025

  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.

  I have been renting a unit with this company (EK3) for a couple years, I had fallen behind on my payments as my autopay for some reason was no longer working. **** had cut my lock and placed THEIR lock on my unit preventing me access to the unit. I drove over an hour to the nearest location with an actual office and paid my account in FULL and had a $0 balance on my account. I placed a new lock on my unit and was told that their lock would be removed within 24hrs. I have called numerous times asking for them to remove their lock so I can access my belongings and move them into my new house (bed, TV, kitchen supplies, washer and dryer) each time I am transferred to a call center because the property manager is NEVER available. Each time I am told it will be removed within 24hrs, here it is a month later, I still have no access to my unit because their lock is still on it and my rent is due again. I have been waiting a MONTH with no washer, dryer, TV, bed or kitchen supplies along with other essential items for my new house and still being told that it will be removed when they get the time but will gladly take my rent payment. I have been denied access to my belongings for a month and should not be charged for a unit that I can not access. I bought a brand new home yet dont have a washer or dryer or even a TV or couch because this company will not remove THEIR lock from my unit that I have paid for. There is absolutely no excuse for this. An entire month to remove a lock to allow someone access to their belongings is just absurd! After reading other reviews, I can see I am not the only one who is having this issue. After filing this complaint I will have no other choice but to file a police report and contacting the attorney general as the property manager is unreachable and the call center just repeats the same itll be removed in 24hrs line for the past month.

  Business Response

  Date: 05/05/2025

  *******,

  Thank you for your message. We want to let you know that your concerns have been forwarded to both the District and Regional Managers for their review. We are currently awaiting their response and will provide you with an update as soon as possible.

  We also noted that there are two active BBB complaints on file with similar information this one and Complaint #********. Once we receive an update from leadership, we will follow up with you regarding both cases.

  We appreciate your patience as we work to resolve this matter.

  Sincerely,
  The SROA Team

  Business Response

  Date: 05/07/2025

  *******,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience youve experienced, and we appreciate the opportunity to respond to your complaint.

  After reviewing your account, we can confirm that payment was received,and the unit was brought current just prior to the scheduled auction date in April. Our District Manager has since spoken with your household and confirmed that the overlock has been removed, restoring access to the unit.

  We understand your concerns regarding delays in overlock removal. Please know that we take these matters seriously and strive to provide timely ********** this case, the unit had gone into delinquency multiple times and was scheduled for auction on seven separate occasions. During each occurrence, as part of our standard lien enforcement process, an overlock was placed on the unit and the contents inventoried in accordance with state lien laws.

  On May 1st, we found out that you had placed your own lock on your unit again. By that time, the unit had unfortunately become delinquent again,triggering the standard overlock process.

  We value your business and are here to help resolve any outstanding concerns. If you'd like to speak further, please dont hesitate to reach out to our ************* Team directly so we can assist you further.

  Sincerely,
  The Storage Rentals of America Team

• Initial Complaint

  Date:04/29/2025

  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.

  My unit was missing the padlock and items were broken and missing including a PS5 a laptop computer and several other items as well as things were tipped over stepped on crushed and ripped open

  Business Response

  Date: 05/01/2025

  Ms. *****,

  Thank you for bringing your concerns to our attention. We take reports of missing or damaged items very seriously and appreciate the opportunity to respond.

  After a thorough review of the situation, our District Manager and Property Manager have attempted to contact you via voicemail and email to further discuss your concerns, but we have not yet received a response.

  Upon reviewing our security footage from the time of your move-in on April 22 through the date of your complaint, we observed no activity in or around your storage unit aside from yourself and your associates. Additionally, we noted that items were left outside of your unit during move-in, and our Property Manager had to request they be removed. Its also important to note that our records indicate the facility gate was accessed after hours on two separate occasions.

  At this time, we have no evidence of unauthorized entry into your unit or any tampering by anyone outside of your party. If you have any additional information or documentation that can assist us in our investigation, we welcome the opportunity to review it with you directly.

  We are committed to providing a secure and positive experience for all our tenants, and we sincerely hope to resolve this matter in a cooperative and transparent manner. Please feel free to contact our District Manager at your earliest convenience so we may continue this conversation.

  Sincerely,

  The SROA Team

• Initial Complaint

  Date:04/28/2025

  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.

  The ***** (storage rental of America has done this to me as well. I haven't even had a rented my 10 by 10 storage for 3 weeks yet and I get this in the mail as it reads in the letter I downloaded, "30 days notice for rental rate change from my original 75$ to 111.67$ plus 6.67$ tax also of course. Is this even real? Nevermind the legal BS of this but are these folks think they will just get away with it and no one will take out justice eventually on who ever would do this for no reason. The owner, where ever you are, sleep peacefully tonight, but tomorrow nite may something awful happen you you and your family. God bless.

  Business Response

  Date: 04/30/2025

  Mr. *******,

  Thank you for bringing your concerns to our attention.

  We understand your frustration regarding the recent rent adjustment on your storage unit. As outlined in the rental agreement signed at move-in, Storage Rentals of America may adjust rental rates with proper notice. The notice you received reflects a standard rate change and complies with both our rental policy and state regulations.

  That said, we value you as a customer and are committed to working with you. Our District Manager has made multiple attempts to reach you by phone and email to discuss your concerns and explore possible solutions, but unfortunately, we have not yet received a response. We sincerely hope to connect with you soon to help resolve this matter in a constructive way.

  We take the safety of our team seriously and kindly ask that all future communication remain respectful so we may continue assisting you.

  If you are open to a conversation, we encourage you to contact our District Manager directly at your earliest convenience. We truly hope to come to a positive resolution.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/30/2025

   
  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:04/07/2025

  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 began renting a unit in July of 2024 on October 2024 my bill was $102.33. On November 2024 my bill was $112.00. In January of 2025 it increased to $150.00. Now in April of 2025 it increased to $190.00. I am told that corporate has a right to increase as it sees fit to comply with supply and demand since I rent the unit month to month they can do this and I can move my belongings to a smaller cheaper unit if I dont like the price increase. Hows this right or even legal. I am a disabled veteran and cannot afford or even physically move all of the belongings elsewhere.

  Business Response

  Date: 04/15/2025

  Dear *****,

  Thank you for taking the time to share your concerns. We understand how frustrating rent increases can be, especially when they come as an unexpected burden.

  Were glad that our District Manager was able to connect with you directly to discuss your concerns and offer a resolution. As noted, were happy to have reduced the most recent rent increase by half and applied that same amount as a credit toward your April rent. We also appreciate your feedback about the perceived frequency of the increases and hope that the review of your payment history helped provide some clarity.

  We value you as a tenant and thank you for your service. If there is anything further, we can do to support you, please dont hesitate to reach out.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23170855
  
  I am rejecting this response because

  they still have not provided the original lease and told me they do not have access to it and instead sent me a lease with a date of April 2025 and the new rate that I did not agree to without my dated signature wanting me to accept that as my lease. They also verbally told me on the phone after filing this complaint that they increase rates every 6 months however that is nowhere in the lease in writing. Also my rate was raised more than twice in less than 12 months this in contrary to what they told me on the phone. Their solution was to give me a $40 credit for one month and a $20 credit there after but did not state for how long and did not send this in writing so they can change this at anytime. 
  
  Sincerely,
  
  ***** Street

  Business Response

  Date: 04/25/2025

  Ms. Street,

  Thank you for your continued patience as we work to address your concerns.

  We sincerely apologize for any confusion regarding your lease and rate adjustments. The property in question was part of an acquisition, and unfortunately, we do not have access to the original lease documentation from the previous ownership. We understand how frustrating this can be and regret any inconvenience this has caused.

  As our Regional Manager discussed with you, Storage Rentals of America operates on a month-to-month rental basis, which does allow for periodic rate adjustments based on industry pricing trends and market conditions. We acknowledge your concerns about the frequency and transparency of these adjustments and have taken your feedback seriously.

  To offer some resolution, a credit has been applied to your account to provide time and flexibility as you evaluate whether this location continues to meet your storage needs. While we are unable to guarantee rates for a fixed duration, our goal is always to provide fair and competitive pricing while maintaining quality service.

  We value your business and appreciate the opportunity to address your concerns. If you have further questions or need additional assistance, please do not hesitate to contact our team directly.

  Sincerely,

  The ******************start="1391" data-end="1394">

• Initial Complaint

  Date:04/03/2025

  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 started to rent a unit 117A from **************************************************** Collinsville, IL yet I never fully finalized the purchase however (never signed the lease) I tried contacting support right away however was unable to. I contacted them the next day and told them I wanted to cancel it and get a refund. I tried the office in town however no one was there and no one answered the 4 calls I made. I was told I would receive a refund yet no one would tell me how much just to wait 14 business days (which is excessive already). Its been over 14 business days and still no refund of any kind. On top of that I did purchase and finalize 2 other units in town through ****. However even though it says 24 hours on their sign at the place they are not open 24 hours. Then I also have a unit that said paid in full til 4-30-25 but somehow now I have a random balance of $14 for no reason when its been paid up front in full. This is a nightmare and no one is ever able to help me. I want my full refund for the 117A that should have been canceled immediately and refunded. I want the $14 removed from my current unit 122A. This is a nightmare and making me regret everything. Also why is it so hard to ever get ahold of the manager in ************. I have been to the office over 6 times. Called over 7 yet no one is ever there.

  Business Response

  Date: 04/14/2025

  Dear Mr. ******************** you for taking the time to share your concerns. We sincerely apologize for the delay and any confusion you experienced during your interaction with our Collinsville locations.

  Regarding Unit 117A at ****************************, we can confirm that your refund request was submitted and processed. While there was an unfortunate delay due to unforeseen circumstances, the issue has since been fully resolved. A refund in the total amount of $37.13 was issued on April 4, 2025, which includes $8.13 and $29.00. For your reference, I have attached the ledger for Unit 117A, which outlines the full refund transaction.

  As for the concern regarding Unit 122A, the $14 balance reflects the tenant protection fee for April, which is not covered under the promotional offer for free rent. This fee was detailed in the receipt provided at the time of rental. We attached a copy of the ledger for Unit 122A.

  Lastly, the signage at the property indicates that rentals and payments can be made 24 hours a day but does not refer to the physical office being staffed 24 hours. We do apologize if this caused any confusion.

  Our team is committed to improving your experience, and we appreciate your patience. Please dont hesitate to reach out if you have any further questions or need additional documentation.

  - The **** Team

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23158650
  
  I am rejecting this response because:I did receive the refund 3 days after the initial contact from the BBB. As for the $14 charge a month I contacted support through the online chat and was told to contact you guys and I can have it removed. Id like that removed now from my monthly charges.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/15/2025

  Dear Mr. ******************** you for your response.

  Were glad to hear you received the refund. Regarding the $14 Tenant Protection Plan (***) charge, we understand your request to have it removed. To proceed, the property will need a signed declination form on file confirming that you are electing to decline coverage.

  Unfortunately, we are unable to process the removal of the *** through the BBB platform. To complete this, please visit the property located at:
  *****************************************
  Phone: ************

  The onsite team will assist you in filling out and signing the required form. Once completed, the *** charge will be removed from your monthly billing going forward.

  Thank you for your attention to this matter, and please dont hesitate to reach out if you have any other questions or concerns.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23158650
  
  I am rejecting this response because:I just received an invoice for the unit 122A. When I signed up you can see it says the first 2 months free even though I already paid prior. I have yet to received any months for free. I paid $100.42 for the unit already when I reserved it yet the promo said first 2 months free. It has now been 30 days and Im being charged for the second month as well. This is false advertising and I want the next two months free. March14-April 14th has been paid in full. 
  April14-may14th would be free now along with may14th-June 14th. This has been a nightmare and yet again I keep going to the storage facility to get the $14 removed and no one is there when I go. Please see the email attached showing the first two months were supposed to be free but already paid and now Im getting invoices to pay again. This is coming off very much like a scam to keep getting money and Im about to get a lawyer if you guys wont remove the $14 Charge. On top of this the invoice is now back dating an additional charge for the beginning of April? So now Im being charged $103 plus two months worth of the $14 bringing the invoice to $131. If these fees and charges are not corrected to zero I will have to follow with full legal action. As for the excuse of me having to go into the office that no one is ever there or answers the phone at. You are more than capable of having documents emailed to me to sign same as the lease. I feel no one is at the office on purpose to make sure to keep these charges. I will be documenting all leases signed, stipulations and fees paid for along with pending. 

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

  Business Response

  Date: 04/25/2025

  Mr. *******,

  Thank you for taking the time to share your concerns. We understand how frustrating this experience has been and appreciate the opportunity to address the issues you've encountered.

  Following your complaint, our Regional Manager was able to connect with you directly and has issued a refund of $63.00 to help resolve the billing concerns related to your promotional offer. Additionally, a credit for one full month has been applied to your account, and the Tenant Protection Plan (TPP) has been canceled per your request, as youve acknowledged responsibility for coverage.

  We recognize there was confusion surrounding the promotional terms and timing of charges, and we sincerely apologize for any inconvenience caused. Our goal is to be transparent and supportive throughout your rental experience, and we regret that this situation fell short of those expectations.

  Should you need further clarification or assistance, our team remains available to help. We appreciate your business and hope these actions demonstrate our commitment to making things right.

  Sincerely,

  The ******************start="1186" data-end="1189">

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23158650
  
  I am rejecting this response because:as much as Id love to say that helped there are more issues now. The issue was for unit 122A at a ****************************. I just got refunded for unit ********************************** On top of that now when I login to my account its showing that I now owe on the unit I already had paid off. Along with showing the $14 charge is still active on the 122A. If anything this just made things even worse! Picture as of 4-25-25 1:23pm. 
  So now its showing Im negative on the 833 when it was already paid up and I still owe $14 on 122A. This is getting even more frustrating 
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 04/26/2025

  Just received this today. So a unit that was fully paid for is now saying Im back paid and its still charging me the $14 per month! This is getting crazy when you guys keep telling me its taken care of. I keep getting more and more invoices telling me I owe more and more when its already been paid for in full. Either they have no idea what they are doing or Im getting scammed. 

  Customer Answer

  Date: 04/28/2025

  Now I have been given late fees, the insurance fee is still active and now Im being denied access to the unit I had already had paid in full for 3 months because of their mess up. This is not ok and Im so beyond furious at this point! This is the worst issue I have ever had for something paid for! Yall better make it right Im ready for a lawyer! To keep me from my things until I pay again for something already paid for is extortion and theft!

  Customer Answer

  Date: 04/28/2025

  Now I have been given late fees, the insurance fee is still active and now Im being denied access to the unit I had already had paid in full for 3 months because of their mess up. This is not ok and Im so beyond furious at this point! This is the worst issue I have ever had for something paid for! Yall better make it right Im ready for a lawyer! To keep me from my things until I pay again for something already paid for is extortion and theft!

  Business Response

  Date: 04/28/2025

  Mr. *******,

  Thank you for reaching out and bringing this to our attention.

  We sincerely apologize for the confusion and frustration youve experienced. After reviewing your account, I can confirm that the ************* has been cancelled, and the $14 charge for ***** has been credited back to your account. Additionally, your May rent has also been credited.

  At this time, all necessary adjustments have been completed, and your account should now reflect the correct balance.

  If you have any further questions or notice anything else that seems off, please don't hesitate to reach out. We are committed to making sure you feel confident and supported in your experience with us.

  Thank you for being a valued customer.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23158650
  
  I am rejecting this response because:as I have already submitted these pictures as proof no this is no where close to completed! I have proof Im still being charged the $14! I have proof they refunded the wrong unit just to turn around and charge me for the same unit again but this time with more fees! I have proof Im being locked out of my unit now and I have proof of all of this via emails and pictures! This is 100% fraud! You cant just refund a unit for no reason, tack on more fees without warning, charge insurance over and over again because you feel like it and hold peoples stuff illegally after it has been paid for and I have proof of purchase and payment! 122A is corrected now but they messed up 833 now! This is very unprofessional and crazy treatment of customers! I paid for the 3 months on unit 833 and now magically without warning or reason its been refunded, fees added and holding my belongings against me unless I pay more for no reason???? This is crazy! 100% illegal and just wrong. This needs fixed or Im going to all the news stations nearby and getting as many people as possible to file a mass lawsuit against your company. 
  
  Sincerely FIX THIS
  
  ****** *******

  Business Response

  Date: 04/29/2025

  Dear Mr. ******************** you for your continued communication regarding your account concerns.

  After a thorough review, we can confirm that you have been credited a total of $280.09 across your three units, while total charges amounted to $200.22. This means you have been refunded more than you have paid.

  To assist with any lingering confusion, we are attaching detailed ledgers for your active Units 122A and 833, along with an explanation outlining all charges, credits, and promotional adjustments applied to your account. Please note Unit 117A has been refunded as you confirmed and is closed:

  Please note that our leases are month to month rentals (calendar months). It does not go by 30 days from the date you rent a unit.
  
  Unit 122A
  Rented on 3/14/25 The only thing charged was the one-time $29 Admin fee for the unit and the $8.13 Insurance (prorated). Tenant was not charged for March Rent per the first two months free promotion (March *****). Total charge in March = $37.13
  ***** 2025 Tenant was not charged ***** rent per the first two months free promotion. The only invoice for ***** was the $14 Insurance.
  The $14 was credited on 4/25/25 and the charge for May ********************************************************** case there was any misunderstanding about the first two free months rent = $117.00 credited.
  Tenant received free rent for Unit 122A for the two weeks in March, all of ***** and all of May.
  The Insurance/Tenant Protection Plan (TPP) has been cancelled for Unit 122A.
  
  Unit 833
  Rented on 3/31/25 Tenant was invoiced $4.77 March rent (prorated for 3/31 only), the one-time $29 Admin fee for the unit, and the $0.90 Insurance (prorated). We did not apply a free month rent for March considering it was just one day. The tenant did pay $62.67 with **** ending in 8326.
  ***** 2025: Tenant was not charged ***** rent per the first two months free promotion. The only charge was the $14 Insurance. The tenant was issued a credit for the following charges: $0.90 + $14.00 + $29.00 + $4.77 + $14.00 = $62.67.
  May 2025 rent tenant was not being charged rent for May 2025 per the first two months free promotion.
  Tenant received free rent for ***** & May 2025 per the promotion offered.
  The Insurance/Tenant Protection Plan (TPP) has been cancelled for Unit 833.
  
  Unit 117A
  This was rented on 3/14/25. ****** paid $100.42 for Unit 117A. Tenant informed **** that they wanted to cancel this unit and did not move in.
  The tenant was issued a credit for Unit 117A for the following charges: $8.13 + $29.00 + $63.29 = 100.42.
  
  
  Recap
  Tenant was charged a total of $200.22 between all three units.
  Tenant was credited a total of $280.09 between all three units.

  We understand how important clarity is in these matters, and we have taken every possible step to ensure your account has been handled accurately and fairly. At this time, we believe we have resolved your concerns to the fullest extent possible based on the terms of your rental agreements.

  Should you have any additional questions after reviewing the attached information, we are happy to assist in clarifying further.

  Thank you for your time and understanding.

  Sincerely,

  The SROA Team

• Initial Complaint

  Date:04/03/2025

  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.

  On November 13th, I requested one 10 x 10 storage unit on-line and I was assigned two units. I signed the lease for one storage unit and advised them the next day of the error. The lease for the second unit was never signed nor was the unit opened. It still had the original twist lock on the unit. I stopped by the office and made serval phone calls to get the unit removed from my account. They removed it the unit on January 2nd but I was never refunded. I was charged ***** on November 13th, then 79 dollars on December 3rd and 79 dollars on January 3rd for a unit I never signed the lease for or opened. Yes, I was charged for the unit after it said online "move out date of 1/2/2025". I have called the 800 number and had tickets put in requesting a response and a refund. I was told at one point it could take four to six weeks. I waited and still nothing. I have stopped by the office to see how the "ticket" is coming going and they said are unable to get in contact with their district manager to solve it and will look into it. I have called the 800 number at least seven times and made stops at the office, I feel like they are actively avoiding me. The property is well kept just do not expect anyone to call you back or solve things if there are issues. It's really frustrating the amount of time I put in stopping by the office and calling both the 800 and office number. I do not understand why they are having a problem refunding the unit since the lease was never signed. The storage unit was #**** a 10x10 unit. Can you please help me get a response from them? Thank you

  Business Response

  Date: 04/09/2025

  Ms. *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused you. We understand your concern and appreciate your patience as we worked to resolve the issue.

  After reviewing your account and working closely with our District Manager, were pleased to confirm that the refund for the second unitUnit #****has been processed. A confirmation of the refund was sent directly to your email on file.

  We appreciate your feedback regarding the challenges you experienced in getting this resolved, and we will be using your experience to improve our internal communication and response times. T**** you again for your patience and for giving us the opportunity to make this right.

  
  Sincerely,
  The **** Team

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ****** *******