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

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  Storage Rentals of America

  2031 W Mishawaka Rd Elkhart, IN 46517

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  Storage Rentals of America

  254 S 725 W Hebron, IN 46341

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  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:05/13/2023

  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 was charged 2 different rates for the same storage unit. They would not adjust the higher rate to match the lower rate stating I had rented the higher priced unit when a different company owned the facility. The rates were $430 monthly and $308 monthly for the exact same unit (I rented 2 units). Furthermore when I secured a new location to store my RVs (I had been on a waiting list for a year), there was no refund granted from this company. The storage industry is very competitive so when something opens up that will improve your financial situation, you jump on it. So for a company to force you to pay for a unit you no longer occupy for the remaining days in a month, should be illegal. At the very least this is unethical business practice. They should refund the difference between the two units for the number of months I rented them, and refund the balance of May that they kept when I vacated. I was called by the waitlist company one day after I paid for **** I was told we do not refund remaining time. All other organizations prorate when you move in and out.

  Business Response

  Date: 10/25/2023

  We are sorry for the situation that ************************** faces.  However, there are were two different units and while near each other, they can be at different rates based on factors that determine the current rental rates.  This difference is common and one that should have not been a complaint, rather we do apologize for this inconvenience. We show that ************************** has since left both units and took his services to another provider.  We wish him the best of luck and thank him for his business while he was with SROA.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20054765
  
  I am rejecting this response because:

  The two units were identical and in the same structure. One was leased under company name KO Storage. The second unit was leased under company name SROA. After SROA purchased the facility, the rates were lower than those under KO Storage. I contend that my higher rate should have been adjusted to reflect rates established by SROA.

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

  Business Response

  Date: 10/30/2023

  ***,

  We are truly sorry for this, but while the unit size was the same, there are other factors including that we do offer introductory move in specials that can/will be below the current rate that you are paying. However, those specials are generally for 30 or 60 days. At that point, the customer would be paying a rate near to yours based on the size, location and time.

  We thank you again for your business and hope that you have a wonderful week ahead.

   

  Thanks,

  The SROA Team

  Business Response

  Date: 11/07/2023

  Attached are the terms of the lease agreements that ************************** agreed to. Storage Rentals of America does not prorate upon vacating. Leases are month to month.

  As for the request for a refund due to the difference in pricing for his units, ************************** was already occupying a unit with the previous owners of the facility KO Storage. After the acquisition to Storage Rentals of America, ************************** rented an additional unit the same size as what he currently as renting. The pricing difference was due to an introductory rate he received for a new rental. It is not the policy of Storage Rentals of America to reduce any rental rate because of pricing differences from a previous company.

• Initial Complaint

  Date:05/12/2023

  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 rented a storage unit from SROA on March 16, 2023. I was offered a deal to receive two months free. I was then charged on May 1, 2023 and locked out of my unit. My plan was to get all of our belongings before May 16, 2023 and now my children and I have none of our things due to their false advertising. The representative that helped me originally never explained to me that I would not receive a full two months.

  Business Response

  Date: 10/26/2023

  We are sorry that we failed to respond timely.  The deal that the customer spoke about was an introductory move in special.  That lasted only a short period and the regular premium is then due.  The locking out is if the customer is late on payment after a set amount of days, we place an overlock on the unit until the months' rent is satisfied.  We do not lock a tenant out who is in good standing and current.  What was failed to be shared is that after the initial free rent, the tenant failed to make any subsequent payment causing the unit to go to auction. We followed the guidelines of the process by making multiple calls, sending emails, mailed notices and SMS messages, but Ms. ******************************* did not satisfy the payment needed.

  Unfortunately, we consider this matter closed.  We are sorry that it reached that level.

  Business Response

  Date: 10/31/2023

  We consider this matter closed.  Sorry again for the delay in responding.

• Initial Complaint

  Date:04/03/2023

  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 moved out of Storage rental of America. Prior to moving out I knew that I had rodent damage. SROA even had to replace/repair my unit door to stop the infestation. Upon moving out I was told to access the damage and send a list of my damaged items. I e-mailed a list of my damaged items around the end of July and got no response. I called the unit and talked to a manager named ****** who said that that facility was without a manager and that she gave me an e-mail address to email my damage. On 10/6/22 I got an apology on how long this was taking from e-mail address ************** On 10/28/22 I reached out inquiring about my damaged items and was told that my list was never received. I was then sent forms to fill out which I filled out and returned. On 3/11/23 I emailed inquiring about my damaged items and mid March I even stopped by the physical location. We are coming up on a year. My items were in this storage unit since before covid. Please process my insurance claim and send me my money. Three pairs of UGG boots (chewed and destroyed, fur removed and nested in) $357 / Food processor $104/Stand mixer $110 (cords chewed) / computer chair $65 (feces, and other fluids)/computer desk $159 (chewed on with other fluids/suit case $108 chewed on and threw) / goose down comforter $149 / chewed, nested, fluids. These items had been in storage since 2018. I'm sure that my insurance payments have more than covered this damage caused by the rodents.

  Business Response

  Date: 10/31/2023

  We are currently looking to reach out to the customer to resolve this open matter.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 19891122
  
  I am rejecting this response because:
  Its been over a year with no communication despite me reaching out on several occasions. To date and at this current time I have not heard anything and it is 10/31/23.  Acceptance will come when I am fully compensated.   

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

  Business Response

  Date: 11/01/2023

  I am so sorry about this delay.  I have partnered with my property management leadership team and they were to contact you immediately for next steps.  I apologize that we have failed to do this.  I have sent an urgent message to them again asking them to contact you at the number that was on your account.  I hope that this claim process gets completed today, November 1, 2023.

• Initial Complaint

  Date:03/21/2023

  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.

  We have 11 storage units with this place. We have been through 2 mergers and storage rentals of America is horrible.We can not access our storage units at all due to poor snow plowing, one of our units is flooded due to a 4 foot bank of ice in front of the door. One unit was hit by a snow plow with the door damaged. We were not notified and our contents were destroyed by water, snow and the elements. We have 2 units in Big lake that were over locked. We paid our bill and still 30 days later the over locks were still on. We just want to vacate the storage units we have and are 100% unable. due to illegal over locking and poor to zero snow removal. No one can seem to return a phone call. We have a log of calls and text messages that have gone unanswered as well as a stack of photos of damage and lack of basic facilities maintenance. This place is an absolute nightmare..

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service 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.

  SROA (Storage Rentals of America) has a facility on ************. in *************, **, they purchased in May 2022 (Approximately) from Storage Sense. I've been renting there since 2018, and since SROA took over, June 2022 (approximately), the security gate hasn't worked, there's never anyone in the office, and when you call the corporate line (call center), they promise the District Manager will call back, but, he /she never calls. They said last June, the gate would be repaired soon, but would never give an exact date, because everything is done through Corporate in FLA. The gate still isn't repaired, and many renters have been broken into, with lots of loss and damage. 2-weeks ago, mine was damaged (Approx. $2500) by a thief trying to break in. Many renters have moved out, and I'm considering it, and very soon! They ignore their customers, and have no compassion for all the damage occurring, because of the negligence. I've never seen anything like it, they just don't care. We're paying for SECURE storage, but we're getting an unsafe, Open storage facility in a bad / high-crime area of town.

  Business Response

  Date: 10/25/2023

  We are sorry that you had some issues at our property.  We do show an incident report but no report for any damages.  We closed that ticket without incident and consider this matter closed.

  Our apologies again for any issues ************** encountered.

  Customer Answer

  Date: 10/29/2023

   
  Complaint: 19344061
  
  I am rejecting this response because: A police report was filed, and the **** (storage rentals of America)  office was contacted several times. They told me they would work with the police and review the security tapes, but always ignored me, later.   There was damage to my RV because they left the gate open for several months, and again, a Police report was filed with the *********************************.  So this shows you what a dishonest, bad company **** is. So dishonest, untrustworthy and Bad! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/23/2023

  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 storage unit was sold and I am owed a **** dollar refund because it sold for much more than was owed. I gave them the information to send the check to my home address. I am now being told it will be at least 2 months before I will receive my refund. It didnt take them that long to sell my unit so why should I have to wait two months. The location that sold my unit is located here in ******* **** on ********************. It has already been two weeks since they said they would send the refund.

  Business Response

  Date: 10/17/2023

  Check was mailed out in April of 2023. 

• Initial Complaint

  Date:02/23/2023

  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 unit with the location on blue heron blvd the first week in December *********************************************************************************************************************************************************************************************** a new unit which I accepted I later on filed a claim for water damage which is included in my monthly bill thorough insurance coverage and as of yesterday February 22,2023 they denied the claim stating I filed for mold damage which is not true

  Business Response

  Date: 10/17/2023

  We contacted and send letter advising tenant of the insurance decision and an option to resubmit claim  , so far no other claim is summited.

• Initial Complaint

  Date:02/18/2023

  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.

  ************************************ was wrong on the dates in the video. But everything I said other than the February 7th should have been February 16th when I talked to them on the phone

• Initial Complaint

  Date:01/28/2023

  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.

  There is a lot to say about corporate greed today. I have had a 10x20 storage unit for a number of years because my apartment is too small and some things are not appropriate for an apartment, such as tools and lawn mower. The storage started out at $75 a month back on the year 2015 and then when I moved it 2 years ago the location of *********** the price went up to $85 a month. There was a lease for that amount. Then last year the storage unit, a large place of long narrow yellow buildings by **** went up twice from $95 then to $113 a month including insurance. The insurance is mandatory. I argued that the insurance was not necessary and the people in the Quad Cities are low income and its unethical to do this to them. I did write the corporate office twice and they did not respond. This year the same corporation pushed the rent up to $128 a month including insurance for the same 10x20 storage unit. When I inquired why the answer was that the storage business down the road raised their rent so they thought they should do so also. Of course, we as seniors know that just because their neighbors raise their rent doesnt mean that they have to raise their rent. This raise was from $85 to $128 is a big jump of $43 a month, which is taken out of my Social Security which is a fixed income. Just because the amount of Social Security went up doesnt mean that they have to raise the rent and take every last ***** I have to live on. I cant finance a move as they just took what I have to move with. This is discrimination against seniors and corporate greed.

  Business Response

  Date: 10/17/2023

  First, I have attached the rental agreement for your review.
  
  Please see the attached rental agreement for *******************************. Based on the tenants complaint SROA has provided the signed contract for your review.
  
  Insurance or liability coverage is offered to all tenants and coverage is a requirement per the rental agreement. If the tenant wishes she can decline coverage and release SROA from liability with personal coverage.
  
  Pricing for each unit is based on an introductory rental rate for new tenants. The tenant is eligible per the rental agreement for rental increases based on several factors including but not limited to supply/demand, repairs, etc. Units are reviewed and a 30 day notice is given to all tenant so they may choice to terminate the contract. The rental agreements are month to month.
  
  Late fees and lien fees are assessed per the rental agreement signed by each tenant. Rent is due on the first of every month. SROA provides several different avenues for tenants to pay their bills timely. Cash, Check, or Credit cards are accepted during operating hours. Tenants have a personalized account via the web to update credit card information monthly or set up auto pay. We have a national call center that is available to accept check and/or credit cards.  SROA is not responsible for checks received after the due date or grace ******* As previously stated rent is due on the first of the month every month. We do allow a 5 day grace ****** per the rental agreement for payments to be made in full.
  
  NSF fees are based on the banks feedback. All checks are deposited and attempts are made to cash the check. SROA was notified that the check had not cleared and additional fees were being assessed to the account based on the rental agreement signed by the tenant.
  
  Customer service complaints regarding pocketing cash the tenant has been provided a receipt that matches the payment that has been received for every transaction. The tenant also has access to all receipts via the personal portal online. The tenant has spoken directly to the District Manager and all calls are recorded and monitored. After reviewing the call the claim of unprofessionalism from an SROA employee can not be founded.
  
   Please let me know if you have an additional questions or concerns.

• Initial Complaint

  Date:01/13/2023

  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 had a storage unit through Storage Rentals of America (formerly KO Storage) for 2.5 years. In October of 2022 I went into my unit (#L054) and saw that the roof had been leaking water on all of my property. I have been in touch with the property manager and the call center multiple times (over 10) to ask how to handle the situation as well as try to file an insurance claim to cover all the property damage, as I did pay extra to have the property insured. I inspected the unit in November 2022 with a property maintenance manager (****) who took photos of the damage and acknowledged that he could see "water and sunlight" coming in through the ceiling above my unit. I was told by a call center rep that I should leave all of the property in the unit so that it could be inspected by an insurance adjuster and for the paperwork to be filed. I left my property there so it could be inspected, and I was told the rent would be comped and not charged. In the interim, I continued calling and was always told "a district manager will be in contact within 24 to 48 hours" only to never receive a call. This happened regularly, as I was calling multiple times a week to try to get updates or instructions. I was told in December that I had to sign a new lease for the new owners of the unit to continue with the insurance claim, since the new owners are Storage Rentals of America and the original owners who had my original lease were KO Storage Unit, and they have different insurance companies. I have signed a new lease, emailed photos, and emailed as much of an itemized list of property with serial numbers and replacement costs. I am also sending them another new form they have requested so that all of that information is on an "official" document even though the form has no mailing address or logo. I have been informed that I am now required to pay rent, which contradicts a previous statement. Some of my property is frozen in a block of ice from the water leaking in.