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:08/21/2023

  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.

  ***Please See Attachment***

  Business Response

  Date: 10/25/2023

  We are wanting to respond, but there is no attachment nor do we have a tenant at SROA under that name with that address. We would request that this complaint be closed without merit.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20500996
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/07/2023

  Thank you for providing SROA with the opportunity to review this matter and share insight.  Unfortunately, ************** claim was denied as it was undeterminable on how the water was entering the tenant's unit.  We do still have the full file, however, the tenant has yet to decide if they want to resubmit the claim request.  As of today, November 7, 2023, SROA has not received any further communication at a property or company level from the tenant.  If she would like to proceed again in submitting the claim, she should reach out to the property itself to begin the process again.

  Thanks

  The SROA Team

• Initial Complaint

  Date:08/14/2023

  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.

  My unit was broken into, tons of missing, damaged items. Been calling for days with no answer, no email no nothing whatsoever. Management was there today, cleaned up trash and still no returned call about what happened! My unit was broken into 2 days after moved my stuff there!! And no call about anything as they tried to cover it up. I want a refund, the amount insurance covers for my unit and compensation for pain and suffering! I'd also like a decent sum for the pain of suffering my husband is going through because of his father's belongings and ashes that were ruined when the break in happened

• Initial Complaint

  Date:08/09/2023

  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.

  Reserved a storage unit rental on 8/5/23 ****************************************************** and was told the the reservation was guaranteed until 8/13. I went online to check in and pay on 8/9 and was told no units of that size were available. I then selected the location at ****************************************************** hours on the office door said they are open with ************** Hours of Monday-Friday 9:30-5:30 however when I went up to the door there was a sign with a clock saying will return at 4 pm but after 4pm and before 5:30.I was advised by customer service that there would be a free lock in the unit however I was surprised to find a bag of some sort of rodent stuff, some face masks and a condom wrapper of all things. The unit was dirty and had no lights and lock. Very unprofessional and nasty location and no help from office.I had to get the unit last minute due to my Aunt passing away and we needed to clean out her apartment. Im also a healthcare and had just got done with a long day so the last thing I wanted to deal with was poor customer service and a nasty location.I only need to store the 2 couches in there until next Thursday 8/17. Despite the first month being free I still want to be refunded for the $39.39 that I paid for a nasty unit and no lock being provided. Im very disappointed.The below images show the date I was suppose to have a unit reserved for, the hours of the location showing they were supposed to be open and the amount I paid for a nasty unit, no service and no lock.

• Initial Complaint

  Date:08/02/2023

  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.

  For the last three months(May, June, July, 2023) I have paid late fees, auction fees, rental, and insurance fees on 4 storage units that I have been renting. I have told them that I needed to down size and let three units go and every time I talk to them they tell me I can't get in the gate until all four units are paid up to date. But before May of 2023 I could go in the gate no matter what and now since they know I'm down sizing they have been blocking me from getting to my stuff that I sale and my personal stuff. I feel that they are intrapping my stuff so they can just make money off me and I need my stuff to make money. I can't get all 4 units paid all up to date unless I can get to my belongings to sale and make my money. And I would like to get so k e of my money back because of them is the reason I was having to pay late fees and auction fees. All because they wanna block me from getting to my units and I can't sale for them telling me all 4 units have to be paid up to date when before they had no problem with me going in there at any time.

  Business Response

  Date: 10/17/2023

  Customer has been late on all of their units since and all at the same time at times. It does NOT matter if a customer pays on one unit to give it a zero balance if money is owed on others, we cannot allow a customer on property if the OWE US MONEY, up until this happened we were working with previous ownerships gate system which allowed customers to come and go, even if they owed money. SROA has (when this complaint was initiated) installed their own gate operating system that gives customer 1 gate code whether they have 1 unit or 4 in ********************** case, so if they pay on one unit but owe money on others gate access is denied. Since the time of this complaint ****************** has downsized to 1 unit from her 4. All of this is mentioned in a SROA customer lease.

  Customer Answer

  Date: 10/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ****************************************************

• Initial Complaint

  Date:07/26/2023

  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.

  On or about 27 July 2023, I wet signed a contract and all applicable forms to rent a storage unit from Storage Rentals of America located at ****************************************************** *****. I took possession and moved into this unit the following day. My contract was a waived application fee of ***** and the first three months rent 1/2 rate due to being a military member. I paid ***** on 3 July 2023. On 25 July, the property manager ******************************* sent me another contract, asking me to sign. I refused to sign the new contract because i had already wet signed one with all other documents the day I was in store, and the new one he sent showed no record of the waived ***** fee or the military 50% reduction promised. He responded unprofessionally and threatened me by saying he would contact my supervision if I did not comply. I again refused. After going back and forth over email, I told him I was done with his unprofessionalism, and his threats, and would be moved out of the unit before the current month is over. He placed a lock on the uni preventing me from being able toeven though I am paid up per my receipt until 30 July 2023. Today is 26 July 2023. This feels like a form of theft, a business preventing someone from their belongings when money has been exchanged for a service.

  Customer Answer

  Date: 07/26/2023

  I made a mistake on the initial date. Where it reads On or about 27 July 2023, I wet signed a contract this date should be 27 June.

   

  Apologies for my error. 

  Customer Answer

  Date: 07/26/2023

  I made a mistake on the initial date. Where it reads On or about 27 July 2023, I wet signed a contract this date should be 27 June.

   

  Apologies for my error. 

  Business Response

  Date: 10/25/2023

  We first wish to apologize to ***************  When this matter got to a raised issue, we contacted the District Manager.  That person spoke with ************** about the situation and the lock on the unit was removed and the tenant was able to move their belongings out on 07.29.23.  The District Manager apologized for the situation, as did ************** for the negative reviews.  We believe that this matter is since closed and resolved.  Sorry again for the frustration and confusion.

  Customer Answer

  Date: 10/28/2023

   
  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:07/16/2023

  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 have called to speak to the District Manager ***** on Monday 7/10/23, Wednesday 7/12/23 and again on Saturday 7/15/23 about my unit at the STORAGE Rental of America, ******************************************************** location about my LOCKs on unit ****** being drilled out. I moved in on May 17, 2023 and had 2 units on auto pay. I went on 7/10 to start taking items out only to find the LOCKs drilled out. I saw **** the store manager who said it must be going to Auction! I said I am on auto pay and paid $165.04 for each of the 10 x 10 units I had. I gave her the locks when she was in the office and looked at the record and then said, Well I don't know why they were drilled out. Yesterday, 7/15 I saw her again and told her I was moving out and asked do I get a refund of the 1/2 month. She said NO. I was upset. She said as a courtousy she gave me new locks!! New Locks I said, you drilled it out. She said she knew nothing about the lock DRILL OUT. I said I gave you the locks to show you. She said get out because I was upset raise my voice.I went to the Unit, took pictures of the drill dust on the floor, found additional pieces of the lock inside my unit. ******** was there too and I showed him, he was very apologetic. I told him my Mother and Fathers Ashes were in that unit and HOW long had it been Open!!!I WANT a phone call from ***** the district Manager or whoever is above **** (not very nice store manager) to get some accountability for what they did and a REFUND of all the money I paid for the 2 months I was there!!I have attached pictures of the lock found inside the unit also if you look closely at the floor there is shavings of the drilling. The unit itself was the worst smelling unit as you can see the floor was stained. When I moved in ******** and ***** (another store manager, she was nice) tried to clean if but put boxes on the floor. She said that someone before us must have had a something that leaked all over the floor.

  Business Response

  Date: 10/17/2023

  We are currently investigating the complaint and will be reaching out to the tenant to follow up.

• Initial Complaint

  Date:06/28/2023

  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.

  I leased a business space for my company Inspire Decor and Design from Storage Rentals of America from May 2020 until March 2023. I gave a 30 day written notice to vacate the space hand delivered to the office **** at that time we discussed the return of the deposit and the requirements. I was told as long as the space had no structural changes made then i would be *********** my deposit of $749 to be returned to me. I vacated the space on March 31 as agreed spoke with **** on the day advised we would be out that day. I had a missed call from the office on April 1st no message was left, I called the customer service number on April 2nd, I assumed the call was about the keys to the property, however I was told that the keys belonged to me and didn't need to be returned the account had been closed out. I have waited for months for the return of my deposit I have called with no success or resolution. Until the June 15th I left a voice message requesting my deposit **** called on the 16th stating that she changed my move out date to April 1st because I had left a refrigerator in the building and that she called for me to come move it out with she didn't leave a message. She stated that the manager had decided to keep my deposit. I asked about written notice of ******************** the lease agreement she had no response other than the move out date had been change. The company policy states that there is no prorated rents so it was changed to April 1st in order for the company to claim my deposit in default to rent payment. I have not been to the property since March 31st and left the property. I am seeking my deposit back of $749. The legal agreement terms were not adhered to the company made changes without my knowledge or consent.

• Initial Complaint

  Date:06/12/2023

  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.

  I rented a storage unit at Storage Rentals of America *****************, 851 Candlelite ********************************, ** ***** on March 20, 2023. I have previously rented two other storage units at the same location and have an online account connected to my email address. The account allows me to see my rent, due dates, and pay online. Since renting the most recent unit on March 20, that unit has not been connected to my online account. Therefore, I am not able to pay online and have to make trips to pay in person with a check. During the months of April, May, and June 2023, I have made multiple phone calls at the local and corporate level describing the problem and asking it be fixed. Each time I call, I am assured the issue will be fixed. I have twice been told a "ticket" has been created and the IT department will be in contact with me. However, I have never been contacted by their IT department. During my most recent phone call when I asked when I would be contacted by IT, the property manager said, "I don't know." She assured me she would check and call me back, but never did. Despite the clear issue with my account, the numerous phone calls I have made, as well as visiting in person, my rent was raised after two months and six days with no explanation.

  Business Response

  Date: 10/17/2023

  Reference: 59221688-F7BDC
  In response to the reference complaint, customer ******************* did have 3 ********************** units that she had difficulty using our website for payment.  She has since moved out of 2 of these units back in April.  Her current unit shows that she has been able to make payment through our pay by phone option with no issues since July.  We also offer an automatic payment option which she has declined.  Unfortunately, we are not sure what the online website payment issue is or how we can resolve this at this time.  With the other payment options offered, this should not be concerning as she has been able to make her payments with no issues.  Her lease agreement shows the rental due date is always on the 1st of every month.
  When ************** got her 3rd storage unit with us in March, she was given a move in special of the first two months free rent.  A rental increase letter was sent to her on May 26, 2023, letting her know in advance the rental rate would increase starting on July 1, 2023.  Our rental agreement clearly shows that a 30-day notice would be given as required.    
  Since this issue was reported back in June, she has not contacted us with any concerns since that time. I believe we have already resolved this matter and answered her questions regarding the rental increase.
  If you have any questions, please let us know.

  Customer Answer

  Date: 10/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I should also note that these issues have been resolved since it took the business more than three months to respond to the complaint. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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 had this storage unit for 10 years. My initial date of receiving said storage unit dates back to March 10th 2013. I have never missed a payment and was only late 1 time. And at that time it was under the name Simply Storage which I paid a 35 dollar late fee. I went to pay the balance owed on May the 4th, 2023, of ******. The clerk would not take no more than a 300 dollar payment.She said the rate of my unit had been increased, but I was not informed of this by mail or by telephone. On June 3rd, in order to keep my belongings from being auctioned off, I had to pay ******. I am on a fixed income. I am also a dialysis patient as well. I was unable to pay rent for the apartment where I live and othe bills I owe. And I was wondering if there was something you could do in aiding me in settling this matter because I feel that was manipulated and targeted and forced to pay an unlikely amount of money because this is part of the reason they're company is still open. I feel I was cheated and used to cover debts left by others also. They even received April's payment. Technically there was no.missed payment.

  Business Response

  Date: 10/23/2023

  This customer did not make a complete payment for April 2023. The account was past due and in lien on 5/1/23.  There was no payment during the month of May 2023.  No change in ownership involved at this point (last change in ownership was September 2022).  The customer had made payments from November 2022 through April 2023 with no questions.  In order to catch up the missing month and the fees involved with a unit going into the lien process and being put up for auction the customer did pay $747 on June 3, 2023.  All payments received went to satisfy the lien on this customer's account.  There were no funds misdirected to any other account and are broken down on the attached detailed invoice.

• Initial Complaint

  Date:05/15/2023

  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 business committed to providing me a gated storage for my motorhome which would be secure. Since I have had my motorhome on their property there have been several occasions when the gate was not working and was left open, at one point for more than a week. After I complained to the onsite manager (This storage facility is in *******, **) she said it had been reported but she had no idea when the gate would be fixed. I then asked for a discount since I wasn't getting the security I paid for. She checked with the corporate office in *************** and came back to me with the message that my rent would be reduced by 50% for the next month, which it was. However it has been several weeks now and the gate is still inoperable. I went yesterday to check and it was wide open again. I called the manager and she said someone (she thinks a tenant) opened it up and left it. I am reporting this because I was told that the gate has not consistently worked for at least a year now. Yet when I signed up I was not told there were problems with the gate. Now it is going to cost me time and energy and likely an increase in fees to have to find a new storage facility. This company should not lure customers with the promise of security for their expensive motorhomes and trailers and then not provide that promise. What I want is for the company to make fixing the gate an immediate a priority or for them to hire a night watchman at least to keep our ************************** should not lure customers with the promise of security for their expensive motorhomes and trailers and then not provide that promise

  Business Response

  Date: 05/24/2023

  Good Afternoon,

  We appreciate your follow-up on behalf of the customer making this complaint. We have engaged with the customer and we did discount the customers rent in the month of April as she raised concerns regarding two of our 3 gates being out of service. The reason for this disruption in service was due to an act of nature that shorted out of control board, a number of key pads, and damaged other systems related to the gate system. We originally secured service through Tech Pro to diagnose and provide us a proposal for the repairs. Once we received their initial proposal we sought quotes from other vendors. Once we obtained the additional quotes we found that tech pro was the most cost effective option for us we worked with them to innate the repair.  After starting the repair they came back to us with additional scope of work the address the issue. 

  This forced us to send IT and Gate techs to the property to verify that the additional work was need. After additional follow-up they were given the green light we provided the additional deposits for the work. Tech Pro was scheduled to complete the work on 5/20 but have reported delays in receiving parts from their supplier. We have been pushing them to resolve this issue as quickly as possible however we have no control over their supplier. We have given them an ultimatum that the work needs to be completed by the end of the month or we will be shifting to a different vendor. 

  As it pertains to the customer all our leases are month to month and there is no requirement for the customer to remain beyond the current month. The customer has the option to remove the motorhome from the location if they feel their belongings are at risk. We have been keeping the two gates that are out of service closed to minimize access issues at the back of the facility. The main gate at the front of the property is working and is accessed via code entry. Unfortunately there are ways where customers can trigger emergency releases on the gates to be able to push them open. The location team has been conducting multiple walkthrus to ensure that our customers goods are safe guarded. We also have local law enforcement that have been stopping at the property after hours to provide an extra layer of security. 

  We are happy to continue to offer the customer a 50% discount of their space while we work on resolving the gate issues at this facility. We also understands that the customer has a lot of money tied up in their motorhome and understand if the choose to vacate our property. Please know that we are working diligently to resolve the issue with our gate.