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

  35 Balm of Life Spring Road Uxbridge, MA 01569

• 

  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

  53070 State Rd 13 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:01/25/2024

  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.

  They keep raising the prices on the storage unit I rent. ALL THE ***** It's like they're blood sucking leeches. They charge WAY too much, AND THEY KEEP INCREASING THE BILLED AMOUNT EVERY FEW MONTHS.

  Business Response

  Date: 01/26/2024

  Good morning!  Thank you so much for alerting us of this complaint.  We immediately alerted the Property Manager and area District Manager, ***************  she shared that she has been in contact with ****************** and feels that together they have resolved the complaint. We consider this matter closed and want to thank ****************** for his continued business.  If issues arise in the future we would ask that he please speak with the property manager as soon as possible.

  Thanks

  The SROA Team

• Initial Complaint

  Date:01/19/2024

  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.

  They put a lock on my unit because the credit card enrolled in auto pay was declined due to fraud/card reissue. They notified me about it Jan 4. Marked as paid Jan 8th. I went to go access the unit on Jan 18th, I discovered an extra lock on my unit and I couldn't get in!! Called corporate and they said ******* reported to them that she removed the security lock on Jan 9th!!!! They had her call me the next day. She whined for several minutes about the two storms not allowing her to get the lock off. Please note the ***** came Jan 12th AFTER she told corporate she took the lock off on Jan 9th - AND she didn't bother to do it in any of the five days after the storm was finished. Because of this we missed annual ski night with our church because I couldn't get the skis!!!! I asked ******* to, as a reconciliatory notion, kindly reverse the late charges she had charged to help offset the lost money and inconvenience. SHE TOLD ME after describing my issues with the credit card, "None of that has to do with me. Exactly. Now, I am feeling manipulated and starting to get a little punitive here, asking for the Prorated rate of $3.80 per day x 10 days of no access for which she told corporate I did have access + the late fee of *****= $58.86 She can add an additional 75$ for the cost of ski club as well. We could also add the cost of gas to drive over to the unit to find it inaccessible. Then theres my time.

  Business Response

  Date: 01/26/2024

  Good morning and thank you for providing us with an opportunity to respond to ************' concerns. We first want to apologize for an inconvenience and wish that we were able to resolve this matter prior to this BBB complaint.  We have spoken with the property and the District Manager about your concerns.  They have agreed that the right thing to do is to credit ************' account due to the issue of not removing the overlock timely.  We again apologize for this issue and hope that when the District Manager called you, that you were able to speak with him.  If not, he shared that he would leave a message on the details.  We consider the matter closed and thank you again for your continued business.  Have a wonderful weekend ahead.

  Thanks

  The SROA Team

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I spoke with *****, the district manager today and am completely satisfied. ***** was very easy to work with. 

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

• Initial Complaint

  Date:01/18/2024

  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.

  Ive been renting this unit since before this company purchased the property. Every payment was fine & perfect before this company! . I was never notified of the sale, pending or otherwise.. Suddenly every payment was late & with fees. . When I finally got that straightened out after 6 months they made me sign a new contract that was very long with different sized fonts all through out. After having worked on my feet all day & being forced to stand there for 30 minutes (the only 3 chairs are behind the desk for 1 person) while the lady got organized before she helped the person who was already there when I arrived - I was in ************ have the patience to read every word. That lady told me, at least 10 times, by signing the contract my rent would go up $20. I had no choice cuz I didnt have time, money, man power or stamina to relocate in 24 hours or any choice on the $14 insurance fee they began charging. (Which Im sure I cant file a claim on if needed!)My payments went fine again for 6 months. But then SROA joined in a perfect storm of banking errors (some my fault & some not) by initiating payment on the 4th instead of 1st.. SROA charged a late fee & immediately denied me access.. Im told they automatically charge a $100 auction fee on the 30th day even if that falls on a weekend or holiday & regardless if there are 31 days in that month!Veterans are paid the last day of the month. I paid them the month behind & the month forward on the 31st. They didnt have time to start auction but refused to refund cuz they posted my payment on the 1st..Then they raised my rent another $10..I was told they mailed me an increase notice (that looks like junk mail) via certified mail not requiring a signature. I didn't get it. This company relies on any & all loop hole to rob their own customers!

  Business Response

  Date: 01/19/2024

  This tenant moved into her unit on 1/1/2022 with ****************** ****************** ************ take over SROA leases and notice of change of company were sent to all tenants to sign with the new company, Back in March or April of 2022. She signed her lease back in November of 2022. Going back through this tenants notes, she was on autopay and her due date has always been the 1st of the month and she has been late on her bill multiple times, Our property team waived the late fee when asked, over the last 2 years and has been scheduled for auction multiple times as well. She has also verified the address we have on file for her is current mailing address and that is where every rent rate increase has been sent. Back on 9/1/23 she received the lien fee because as of that date she was 31 days past due, her account shows I called, emailed,and sent texts to her on all the scheduled delinquent call days to try to get her to pay before the lien fee was added. On 10/1/23 her rent went up by $11 the notice was sent to her back in August to notify her. The property team personally explained how the rent rate increases work multiple times to this tenant and that the notice goes out a whole month before hand so if the tenant decides they cannot make that payment they have time to move out. As for the chair situation, we have one chair behind the desk and one in the break room,which she didn't see, and if she would have asked for a chair we would have provided her with one. No one ever told her that when she signed the lease her rent would go up $20, we don't have a way to charge her or change her billing amount. Our team has been kind, courteous , and patient every time she calls or stops in the office. We have explained in great detail when her due date is, what fees are added and when and the reasoning behind the rent rate increases (she has received 2 increases in 2 years). She has never been lied to or forced into anything. 

• Initial Complaint

  Date:01/03/2024

  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 received a phone call from property manager on 10/04/23 informing my unit was burglarized. I immediately filed a police report and claim was submitted by SROA 10/17/23 after having to get an updated police report from police officer putting myself and another storage rental customer on same report. After 6 weeks I called to check status of claim I was told claim was completed but didnt state approval or denial & was asked to wait a little longer. Called back a week later ******* who answered said hello exhaled loudly then hung up immediately before I could even say hello. I called back she answered again & informed me my claim was not completed & still pending. I asked to speak with management because I was being told different ************* stated she would tell her but doesnt mean she will call me back. That is not great customer service. She sounded older and rude. I never received a call from management. A few days later I call again and got a rep ********* who was very helpful she Informed that claim submitted was defected and was resubmitted to agent but did not show approval/denial status. She informed she would send a message to check status for me and then I should hear back from a rep. ***** that night a rep from claims department emailed stating my claim is pending and that it take 2 months to process even though it had been much longer then that. That rep also said for any questions feel free to call them but left no name or phone number in email. I have sent email messages to claims department a week ago with still no response. This is poor customer service. Not only was my unit burglarized it was completely trashed. I even provided pictures of the lock on my unit being completely broken off along with the vandalism inside unit. I pay my rental fee on time every month and yet I am being screwed out of my compensation. If it was a auto claim I would have been paid much much much sooner. I need answers and I need my compensation for my stolen items.

  Business Response

  Date: 01/04/2024

  We have been told by the Property Manager that the customer dropped off the release agreement for the claim.  She then received a notice that she will receive her claim payment within 15 days.  She shared that she was happy to finally receive the Release Agreement.  We consider this matter closed.

  Thanks

  The SROA Team

  Customer Answer

  Date: 01/05/2024

   
  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,
  
  Lykicha Aipira

• Initial Complaint

  Date:01/03/2024

  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 have rented a storage unit for 10 years, SROA purchased the property and immediately began raising prices. In December of 2022 we were paying $94, this last month without notice the bill was $145. I have it set ** in autopay. The companys website shows 10x10 units for $38, and they charge me $145? This should be criminal, I cannot easily move out and they are taking advantage of that! I want them to charge a fair price and not ***** people!

  Business Response

  Date: 01/04/2024

  Thank you so much for providing us the opportunity to respond to your note.  Our Property Manager called and spoke to ***** about his rate increase. Customer shared that he never received a notice and thought that we were price gouging customers.Customer stated that our rates are higher than the rest of ********. I let the customer know that our physical location is in a prime area of ******** and we have low supply of 10x10 units and that his lease terms are month-to-month. I offered the customer a $20.00 discounted rate for the month of February.  He is aware his new rate will reapply on March 1,2023. ***** accepted that discount.
  
  I also talked to ***** about the $38.00 price he saw online.Customer had selected *************************** which has 10x10 parking spaces that go for that price. The 10x10 online price at L327 is $128.00, discounted. 

  Thanks!

  Customer Answer

  Date: 01/04/2024

  I am not happy and will never be satisfied unless they drop their rates.  I would move out today if I could.  I will accept the token discount offered because I know that is going to be the best I can do.  They are price gouging out of pure greed, at least $30 a month higher than anyone else, $50 higher than most and $50 more to me in the year that they have owned the property.

  Customer Answer

  Date: 01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I have no recourse until I move out.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/02/2024

  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.

  I submitted my claim six months ago, as requested by the storage company and despite repeated inquiries, there has been no resolution. The company has been evasive, offering assurances without progress. Initially, I reported a broken latch on the storage unit, which was never addressed, leading to the theft of all my belongings, including essential documents like social security cards and birth certificates. The gravity of this situation has significantly hindered my ability to relocate, as I have to replace all my possessions. The lack of urgency and apparent disregard for my predicament is disheartening. This incident transpired in July 2023, and despite my prompt submission of the police report, along with all relevant documents and receipts, I still havent received any compensation for my belongings, which was valued at Atleast $30,000. Despite having rental insurance with the storage unit, the coverage was up to $3500 and I still havent received any compensation.

  Business Response

  Date: 01/09/2024

  Good morning and thank you for allowing us to respond to *******************  First, we are sorry for the inconvenience and issues you have had with our company.  We try hard to deliver excellent service and appears that we fell a little short.  I have been in contact with the District Manager and our Claims Department.  They collectively shared that they have been in contact with you and that they have received your release form.  This will enable us to finally approve the claim and payment should be in your hands shortly afterwards.

  Thanks again and have a wonderful year ahead!!

  The SROA Team

• Initial Complaint

  Date:12/31/2023

  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.

  My problem is this began in October the 1st and since then I have tried to let them know I will pay my bill yet they won't contact me to tell me what's going on and I still am willing to pay my bill the ****** I owe and remove my things out of their unit but I get no response from them to know what to do

  Business Response

  Date: 01/08/2024

  Thank you for providing us the opportunity to respond.  We have been trying for almost 45 days to reach this customer based on feedback and complaints that they have shared.  We have attempted the phone number on file and all it says is that the mailbox has not been set up, so every time we attempt the customer, we are left without a way to reach her.  Can we ask that the customer set up her voicemail, give us an alternative number, or call our *********** team to talk with them.

  We are wanting to help but unable.

  Thanks

  The SROA Team

  Customer Answer

  Date: 01/09/2024

   
  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:12/31/2023

  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.

  This company fail to reimburse me for my stolen items from my storage unit after multiple attempts to process claim this is more than 3mths out and my items have not been reimbursed . I also make payment and spoken to an agent who advised and sent me instructions to make sure payment was secure for the 12/27 date and the company still charge me an extra month they owe me money and asking for more money for me to pay

  Business Response

  Date: 01/03/2024

  Thank you kindly for providing us the opportunity to respond.  Our District Manager has been in touch with the ****** family and have begun escalating their concerns through the Claim process.  We hope that through this partnership that we can resolve this matter timely.  We are working with them as we write this note.

• Initial Complaint

  Date:12/19/2023

  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.

  11/17/2023 I rented a unit on August 10th I prepaid my storage unit on November 17th for December I found a home and my storage was cleaned out by December 1st. I called to inquire about a refund because technically the anniversary date as the policy states would've been the 10th the site manager who was a woman said I wasn't due a refund even though I moved out by the tenth to read the policy. The policy states it goes anniversary date to anniversary date. I was out fully on the first by the 2nd of December they sent me my account closing and I don't feel I should be responsible to pay for the service I am not getting use of nor should I pay when I was out by the anniversary date per policy. So they are charging me $166 basically for a month of non services.

  Business Response

  Date: 12/20/2023

  Good day!  We are so sorry that ************** is unhappy with our services.  We have attached the components of the * Lease that she signed that outlines that we are month to month and that no prorated amounts are paid out if a person leaves before the end of the month.  Additionally, we have included the signature page.  This is industry standard that storage companies do not prorate on the move out, as we can never be certain that the person wishes to leave the unit and if there are issues left, we cannot immediately rent that unit. 

  Additionally, as she was in the unit on December 2, she officially started a new month.  We realize that this was also her move out date, but the rent rate had been charged to her account.  She spoke with our onsite manager about her disappointment about this situation and threatened legal action and then hung up on the manager. Subsequently, she continued to call the office yelling at the manager and when we wish to engage her in a conversation, she again hangs up.  We do not feel that we will be able to resolve this matter with ************** other than to hold her accountable to the lease that she signed and agreed upon when renting her unit.

  Thanks and happy holidays!!

  The SROA Team

• Initial Complaint

  Date:12/12/2023

  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.

  Years of renting from SROA, went into our unit on 1/31/23 and heard dripping. We had not been in for over two weeks so we did not know how long it had been going on. The unit was full of items. Had to do our best with a phone flash light as there was not any lights. Looked up saw a leak from the fire sprinkler. Put a small trash can under it and notified manager. They said they would take would handle everything. We gave them a key for the fire sprinkler company to enter our unit. We were told the next week that the valve was shut off but the repair was never done. Moved out 10/4/2023, rear of the storage an antique item directly under the sprinkler has rust and water stains all over it once it was pulled out to the lighted hallway. Manager that day took photos and documented the damage. We had coverage on the until through 2/4/2023. The loss occurred way before 2/4/2023. Therefore it was under the coverage. Now they are not honoring this. Nor will they give information on the documentation from the fire sprinkler company that shut the valve off and never did the repair. I want the replacement cost for the item, that occurred during the coverage, it was their fault due to faulty fire sprinklers.

  Customer Answer

  Date: 12/13/2023

  Company responded after the submitted complaint they are attempting to rectify the situation in regards to some errors of paperwork they did not have or not at the time.

  Business Response

  Date: 12/13/2023

  Good day and thank you for allowing SROA to respond to ******************** concerns. First we are sorry for the issues that she has encountered while with our storage service. We have raised the issues and concerns around her complaints.  ********************* will be raising the issues up again and someone will be in contact with **************** within the next ***** hours with an update.

  Thanks

  The SROA Team

  Customer Answer

  Date: 12/13/2023

   
  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.
  
  Sincerely,
  
  *************************