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

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  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:12/08/2023

  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 with SROA in December of 2022 and since the very beginning it has been nothing but is***s and problems. First and foremost, I never received a copy of the lease I signed and everytime I ask for it.nothing. When speaking to customer service initially the verbal agreement was that the price would not increase on the unit, but it did only a month after. The never sent correspondence regarding the matter and I had to go through h*** and high water to get the is*** resolved. The call center and property management are not on the same page when it comes to the lease terms and agreements, dates of payment. Eventually the is*** was resolved after almost a month. Fast forwarding to October. Someone else was taking over the payment for my unit. They used my login credentials. Online does not allow you to make a payment. You cannot enter certain addresses. If the security code on the back of a card begins in a 0, it will revert the number to the last 2 digits of the 3 digit number only. The party CALLED SROA to rectify the situation in which the call center said that they would escalate the is*** (as they always do). They were unable to get in contact with the property manager so they asked to call back (as they always do). Meanwhile I keep getting the collection calls (which I found to be normal because I still received calls from ***** the last time even though I was calling and talking to the district lead everyday.) The whole time Im of the understanding that they are working on the technical is*** is standard SROA time turnaround (1-2 months to do everything) and I get a letter about AUCTIONING MY THINGS. I call and get no response. People do not document my calls. They have a 5 day grace ****** but I got a letter on day 2 saying it was my last day to avoid fees. Im beyond tired and ready to *** because this is nothing but ridiculousness. I would like a copy of the lease with my signature as well.

  Business Response

  Date: 12/08/2023

  Good afternoon!  It looks like the customer entered into a lease agreement with us back on 12/12/22 according to the lease agreement. At the time of the lease agreement, the base rental rate was $50 + Tax and fees. As with all our lease agreements the term is a month-to-month lease which can be found on page 2. Subsection 1..  On 2/18/23 a rate increase notice was sent to the customer letting her know that the rate would be increasing to $59 + Tax & Fees. The customer contacted the ** at the location on 3/18/23. 

  We have added all our notes and leases that shows that the customer has the lease information.

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20977550
  
  I am rejecting this response because: this doesnt touch on my current issues. As stated in the email I ALREADY RESOLVED THE ISSUE REGARDING THE RENT INCREASE. This is just yet another example of how communication with the company gets lost in translation and issues left overlooked and unresolved. In addition this is a copy of a transcript. I asked for a copy of the signed lease. I was never presented with a lease or a copy of the lease. Ive never met the property manager in person. My lock and key was inside the unit and I was given a gate code. I would like a copy of the lease that was supposedly signed.  

  
  Sincerely,
  
  Marlagyia Snow

  Business Response

  Date: 12/08/2023

  We are sorry that  the customer does not have a copy of the lease.  We will forward one to her under separate cover, as the document is too large to include in this BBB complaint.

• Initial Complaint

  Date:12/06/2023

  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 got a storage unit from SROA last year. No problems. I got married in May 2023. I put my wedding dress in my storage unit so it would be safe until I relocated. Well went to my unit to grab a couple of things and water came out when it was opened. When I told the office I was told to go through my things to see whats damaged and submit it to the office. They want me to do all the work by going on websites finding the cost for my items and submit that also. I said isnt that why you have a insurance adjuster? I was told yes but they dont do that part. I questioned, how come that is all apart of the findings to make sure Im not just giving yall random prices correct? Nothing no answer to that. Now when I asked do yall have a dumpster so that the unit can get dumped out because in the beginning I was definitely willing to move the stuff out, I was told yes they have a dumpster BUT I cant use it. So what they want from me ist to get a truck load it and dump off site. Why should I have to pay extra money to have that done when there is a place onsite. Now I have been getting calls and emails and messages from ****** who is the manger stating that they are going to add the old unit with the new unit and charge me. I dont believe this to be right. Not one phone call did I get from the property stating they had a leak and I needed to remove my things. My wedding gown is trash! That is so hurtful. And they have no type of remorse at all. I have never been married before so for this to happen is devastating. Theres not a day that goes by that I dont get a call a email from them. Now dont get me wrong I was still trying to find someone to clean it out but everyone has high prices ridiculous.

  Business Response

  Date: 12/07/2023

  Thank you for allowing us to respond to this complaint. Our Property Manager has reached out to the tenant numerous times to rectify this situation. We offered the use of the dumpster when it was empty, but she did not return our calls. ************ agreed to empty the unit but to date has not. We are awaiting additional items for her claim, ie, pictures of the damaged items and proof of purchase or value of items. We have moved her into another unit, allowing her to occupy both at no additional charge while she sorted through her items. This has been since September 25, 2023 and this has not been resolved.  We have also fixed the roof and that has been repaired since 10.27.23.  We feel that we have acted in good faith and did not warrant receiving this complaint, as we have done the right thing.  We continue to await ************ to resolve this matter so we can consider the claim closed.

  Thanks

  The SROA Team

  Customer Answer

  Date: 12/09/2023

  To say I didnt call back is insane. Not only did I call back I also emailed them and ask that they not call, text or email me every day because I felt like they were harassing me. I also told them that I knew what I had to do. I also received a call from the district manager stating that it would e no problem for them to empty the storage unit out at no cost to me so why was it such a issue when I asked to do it. **** (district manager ) told me that he had someone there that would be able to empty. The time frame is correct Im not denying that at all. If I was told from the beginning that I could just dump there this situation would have been taken care of, for whatever reason ****** didnt want me to be able to use it. No I dont personally know her or anyone else there so this should not have happened to me. They have no type to of remorse about the damage that they have caused at all.

• Initial Complaint

  Date:11/30/2023

  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.

  In late May/early June, I received a non-payment notice threatening auction by June 29th. Despite attempting online payment on June 23rd, my unit disappeared from the portal. **************** revealed an administrative error, and the property manager confirmed my unit was not sold. I paid three months in advance, received a free month, and a new lock. A month later, finding a red lock on my unit, I called customer service and broke the green tag to access it. Shockingly, most of my property was missing. I filed a police report, but it was deemed a civil matter. The property manager, the sole handler of my belongings, didn't wait for the police. I seek the return of all my property or compensation for the lost items. they are attempting to file it as a theft claim and deny if I have attached my FULL statement of the incident and filed police report. I have attempted to resolve this matter with the facility for months ! I am now being told my claim will be denied and am reaching out to a consumer protection lawyer as well

  Business Response

  Date: 12/01/2023

  Thanks for the opportunity to respond to **************************** complaint.  We consider this an open and active claim. Our District Manager has been helping her with this claim and no one in our organization's ***************** to my knowledge stated to her that her claim would be denied. The Police stated to her that it was not a criminal matter, but a civil matter from which she sent a complaint to Internal Affairs for a police report which we did not receive until 09/21/2023. I have been adding information to the claim as I have received it per her request or what was needed by the claims department.  We continue to follow up with her and internally to get a resolution for her.

  Customer Answer

  Date: 12/01/2023

   
  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 should the resolution find completion. I did in fact receive an email from the claims department asking for photos of actual PROOF of a break in or my claim would be denied. Since there was no break in and I do not have pictures to prove a break in. I assumed my claim would be denied based on the email. If everything is processed appropriately then I will resolve this complaint.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/30/2023

  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.

  August 2023 *************************** ************ moved my items in this storage due to renovations being done at ************************************************ went back to get my winter clothes and this storage is infested with Roaches i have clothes and items that hasnt been opened in this unit094 and i filed a claim for the items and submitted active live footage and was told $80.00 will be sufficient no one has offered to treat unit or anything i have been going out buying clothes because i was alerted to move in 3 days and dint have time to go through summer and winter clothes, the property manager *** has been very helpful however it is the ************* that is giving me and her the issue with resolving this claim i submitted footage and offered receipts they stated this is not negotiable this is very disturbing knowing the fact i never had roaches in my unit never failed an inspection and to get misplaced and things go to storage and this happens and people act like they dont care because its not theirs i work hard for what i have or HAD because i will be throwing that whole storage away.

  Customer Answer

  Date: 12/01/2023

  *** BBB Has Received Updated Information From The Consumer***

  ***Please See Attachment***

  Business Response

  Date: 12/04/2023

  Thank you for the opportunity to respond to the customer complaint.  ********************* emailed the tenant on November 30, 2023 requesting that she provide proofs/pictures for the appeal.  Notes were added to our ticket and we are awaiting follow up from the tenant.

  Thanks and have a good day!!

   

  The SROA Team

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20938537
  
  I am rejecting this response because: I emailed them on 11/25/2023 all information needed and same information I emailed the BBB on 11/30/2023 they continue to repeatedly ask for the same information the storage has roaches in it I went back Saturday December 2 2023 and have a new video to add to this complaint, Im not going to keep sending the same information and videos its time consuming they have all the information needed.

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

  Business Response

  Date: 12/05/2023

  We are disappointed to read that ******************** has rejected our follow up.  We have made a reasonable offer to her in helping with the cleaning of her items and waived rent. However, she has rejected these offers.  We have switched pest control companies and requested that they focus on her building and unit particularly.  We have also communicated a reminder to all tenants that storing food is against policy and should not be done.

  Thanks

  The SROA Team

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20938537
  
  I am rejecting this response because: I have not received any notification about rent because this is not my responsibility so Im assuming they alerted housing authority no rent however $80.00 will not clean and restore all my items in the storage unfortunately so the offer still is rejected and a formal complaint with the attorney general office has been filed for unsafe practices.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/22/2023

  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.

  The last time I visited my storage was feb/march of 2023. In May of 2023 i was contacted saying my storage was broken into. (My storage was locked) This storage facility is gated, has cameras and you can only get it with a code. EVERYTHING was taken out of my storage. I had an entire 2 bedroom apartment in there. The manager/worker contacted me days later to tell me it was broken into. The cameras were not working and on their website it promises for the cameras to work. According to the police many storages in the facility had been broken to all of a sudden. After that i was still being billed by the facility even saying they would send my stuff to collections. I had been asking for months for my contract because it was never provided in the beginning. I even did an escalation and no one got back to me. I finally went up there because i had enough and the guy worker/manager stated that I never officially had a contract because the person I made it with never stored it also information on my contract is incorrect. So there i was being billed with no official contract and Im out of me and all of my kids things??? Im now trying to file the insurance claim with them and theyre saying i may not get it because i was supposed to do it that day. But again the manager/worker NEVER informed me of doing that. He wasnt even the one who told me about filing a claim i called the **** number.

  Business Response

  Date: 12/04/2023

  Thank you for allowing us to respond to ******************** BBB complaint.  In checking in with our District Manager, we found that **************** stated that her unit was broken into in May 2023.  She shared that she was never called and guided through the claims process by our Property Manager on the correct steps to file a Tenant Protection Plan claim to begin the process.  From what we found in our account notes, her unit was completely cleaned out and the Property Manager failed to move her out of our system which resulted in her account becoming delinquent. Unfortunately, our Property Manager never followed up with the tenant and she has been waiting for a return call to begin the process. With that being said, our District Manager team will be reaching out to **************** today, so we can guide her through the process. 

  We apologize for this misstep and will hopefully get to resolutions quickly.  

  Thanks

  The SROA Team

• Initial Complaint

  Date:11/06/2023

  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.

  I went to storage rentals of America to rent a unit on 23 October 2023. The lady started put my information in and she said OK thatll be $82. I said Im not paying that I said it is supposed to be free for two months . Ill go somewhere else so then she said well it I can let you have it for 33 something and come to find out she never told me what the 33 was she never told me I was paying and $29 for administrative fee and 4 for insurance and I have homeowners insurance The next month she billed me for the homeowners insurance of $17 on November first so when I saw that thats when I started question what is going on and so she never even asked me if I had homeowners insurance she never even told me anything about the insurance but she had me signed the lease and Im just trusting that she was telling me the truth. She never said anything about this is Insurance you get paid this way or that way never said a word, but so thats I asked him to give me two months free and theyre saying they cant do it and they cant take the $17 off.

  Customer Answer

  Date: 11/07/2023

  The company has resolve the problem with me. They are giving me another month free so you can disregard this complaint against them. Thank you so much.

  Business Response

  Date: 11/07/2023

  Thank you for the opportunity to share what occurred in this situation.  

   

  ****************** received the first two months free when she moved in. Her rent was $82 monthly for the unit.  She opted in for the $17 Tenant Protection Plan and we do have a one time $29 Admin Fee.  Unfortunately, she only received the November month free when she should have received both months.  The District Manager has credited the $82 back to her.  The issue should now be resolved.

  Thanks,

  The SROA Team

  Customer Answer

  Date: 11/07/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:11/06/2023

  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.

  Beginning in August the gate to access our storage unit began malfunctioning. The oncall number did not have working codes and we were unable to access our personal property.This has been escalated a dozen times requesting resolution, however, the gate remains malfunctioning and we do not have a code to access. When you put in a ticket they give you another temp code which means you have to call everytime you go out and that *** still not work onsite.

  Business Response

  Date: 11/09/2023

  Good morning!  Thank you kindly for allowing us an opportunity to speak on behalf of SROA and this issue at our *******, ** property.  We were aware of gate issues and placed a work order in with a local repair service.  While we hope to always have these repairs timely, there are often situations that cause this to take longer than anticipated.  However, I can confidently shared that the District Manager shared with us that the gate is up and running correctly.  We apologize for this inconvenience and appreciate Ms. ****** patience as we worked to repair the gate.

  We appreciate her business and hopefully will consider this matter closed.

  Happy holiday season ahead!

  The SROA Team

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20830476
  
  I am rejecting this response because I have received no follow up confirmation that this issue is resolved.  I will not consider this resolved until:

  1.) I have received an email confirmation

  2.) I have received a new gate code WITH affirmative action that this has been tested ONSITE and is functional

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

  Business Response

  Date: 11/17/2023

  Dear Ms. ******************** spoke with the District Manager and they have shared that they have left you a voicemail that this has been resolved and that the gate codes are working property.  They have tried your specific code and ensure that it has been fixed and is currently working.  We are sorry about this issue and hope that this finally resolved this issue for you.

  Have a wonderful day!!

  The SROA Team

  Customer Answer

  Date: 11/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While the situation is now remedied, please discuss with your Team the manner in which they correspond to customers.  I was patient for four months before reaching out to the BBB to assist with resolution, did not request any type of monetary compensation, and was treated incrediably poorly by your local Team.  This has been a very disappointing experience.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/09/2024

  The property manager left a voicemail for the tenant on 10/7/24. The tenant got back to them today and the manager on site spoke with her at length and helped her get a better understanding of the situation. The tenant is going to speak with their husband about transferring and will get back to us.

   

  Thank you, 

  The SROA Team

• Initial Complaint

  Date:10/02/2023

  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.

  As a temporary laborer I work when I find work. I could get a regular Job but would have to quit every time to take care of business. I just got paid $157 for a job I did 2 days ago. Imagine my shock (today being the 2nd Oct) to pay me bill online and it states my $56 rental unit that incurs a $20 late fee for sept '23 is now $232! When I call the rental agency Im told they cannot waive the 1 day late pre auction charge fee. It became late today. So ******* said hold the line and he will talk to the property owner **** and find out if he could take it off so I can get caught up for both months + the $20 late fee for Sept. I would be on time for Oct '23. The call gets dropped. I call back and its corporate again. When I inquire about this $100 fee, she refers me to the property mgr/owner. **** when I asked about getting a waiver on it tells me its from the system in Corporate & cannot be done. So for a $56 /5x8 space its to cost me for a month for being late: $176! Ya gotta love the finger pointing.. I cannot pay $150 and catch up but cannot pay this month either so I incur another late fee. $100 charge because I didn't get me pay on a Sunday but a Monday....1 day!As S.R.A. doesn't take partial payments, could not play a dime.

  Business Response

  Date: 10/05/2023

  The customer made her last payment on 8/3/23. Per the lease that the customer signed, a late fee is charged after 5 days of non payment and a lien fee is applied after 31 days of non payment. The customer was notified of account delinquency through email, SMS, and phone calls on 9/5/23, 9/6/23, 9/7/23, and 9/8/23. Customer spoke to property manager on 9/8/23 and said she would pay balance on 9/20/23. Payment was not made on 9/20/23. Notifications of delinquency began again on 9/21/23, 9/22/23, 9/25/23, 9/28/23, and 9/29/23 with no response from customer. On 10/2/23, after being 31 days past due, the lien fee was incurred on the account.

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20686999
  
  I am rejecting this response because: I called in on the 2nd to make payment (as I went online and saw a sum of $234 expecting to pay $58 plus late fee for sept $78, then $58 for Oct '23. When I inquired about the amount thinking that it was for a larger unit they informed me that they had initiated the fee the previous day. Not on the day I tried to pay. Tried to avoid a 2nd late fee for Oct but the business made it impossible. 
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 10/16/2023

  Just wanted to be able to pay $134 like I intended when I called the 2nd Oct to pay me bill and get me acct straight. Was told the $100 fee was applied the day before but the more people Ive spoken with it was really applied on the morning of the 2nd Oct. Just want to be able to make the payment as planned and get me stuff out of their place. Thats all. 

• Initial Complaint

  Date:10/02/2023

  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 dispute is in reference to not being able to work in my storage unit in the months of June, July, August of 2023. The very strong odor of mothballs from one of the units gave my wife and myself headaches, to not being able to breathe the air. Thus not being able to work in the unit. My purpose was to go through all the property in preparation to closing the unit. I paid $****** a month for the unit. I have numerous contacts to the facility Office and on different dates. Always advise the manager was at a different location. In September the Manager finally contacted me after I had called the ************************ The manager attitude was aggressive and did not seem to want to satisfy my concern for compensation. She advised her District manger was out of the office for 4 days, to include she was going to contact other unit owners in reference to my complaint. I would hear back from her after the four days which has come and passed. So, I have paid the monthly fee of ****** for those months and for this month of October 2023. All I wanted for either a refund for the months I have endured this situation or give a couple of months no rent until I can safely remove my property and close the unit.

  Business Response

  Date: 10/25/2023

  The Property Manager called the tenant regarding the smell of mothballs. He answered telling us that he was upset that he could not work with the smell.  He states that other people were wearing masks including our Assistant Property Manager.  We explained that she wears a mask for PPE.  The customers unit is in the back of the 3rd floor and not the front, but states that the smell drifts to the back.  We have inspected this multiple times since the initial complaint and have not found any odor related to the smell of mothballs.  We continue to monitor the situation, but have not yet found the odor he has spoken of.  We are sorry about this and will continue to be diligent in our investigation, but consider this matter closed.

   

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20686131
  
  I am rejecting this response because: For those 2-3 months of having to endure the strong odor with headaches requires some compensation on the Storage of America. Management was never available during the periods of the very strong odor. I think the company owes to its tenants some satisfaction in the matter.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:09/15/2023

  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.

  I rented a storage unit from what is now owned by SROA in March of 2021.I had a stroke so my brother had to set it up as I was not able to come to sign up for the unit myself. I am disabled. There was a ton of family drama over my storage unit. Initially the manager was helpful and I was able to transfer the unit to my name. April 8, 2023 I was finally able to secure transportation to travel the 2 hours from ******** so I could check on my unit and change the lock. The property manager threatened to call the police on me if I cut my lock off my own unit. You cannot get a locksmith in **** ** in a Saturday and since I'm disabled without my own transportation, I have to rely on other people to take me there. I spent 4 hours trying to get that mess straightened out so I wouldn't get arrested, involving the district manager.Since that time, the property manager doesn't respond to queries concerning my unit. I contact the National number, they tell me to contact her. I email her, no response. This is unacceptable and I need help as this is causing me a great deal of distress. I've reached out to this property manager multiple times and not gotten a response when previous to the incident in April, she had been responsive.I am a neurodivergent individual and I cannot stress to you how crucial it is not to feel ignored as a physically disabled person.

  Customer Answer

  Date: 09/15/2023

  The property manager and I have resolved the issues to my satisfaction. I'd like to withdraw my complaint.

   

  Thank you very much, ******** was very kind and I appreciated her assistance. Please close this case.

  Customer Answer

  Date: 09/15/2023

  ***BBB Has Received Additional Information From Consumer***
  

   

  The property manager and I have resolved the issues to my satisfaction. I'd like to withdraw my complaint.

   

  Thank you very much, ******** was very kind and I appreciated her assistance. Please close this case.