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

  3 Chestnut St Worcester, MA 01609-2818

• 

  Storage Rentals of America

  120 IN-8 Kouts, IN 46347

• 

  Storage Rentals of America

  1535 Peachtree Lane Mishawaka, IN 46545

• 

  Storage Rentals of America

  2031 W Mishawaka Rd Elkhart, IN 46517

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:11/17/2022

  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 was trying to get a hold of a manager for a discrepancy in my account I have with them. Its says I hadnt made a payment in 2 months when I have in my statements Ive made all payments. I called customer service reps for help with the account and i was referred to the district manager. I waited for a call or a message and never heard back. Now my stuff is going up for auction and I have no way of getting my stuff. I feel if better communication would have happened this all couldve been avoided.

  Business Response

  Date: 10/17/2023

  We contacted the tenant several times, via Phone and email from the location - The manager also spoke to tenant who was not able to show proof of double billing. tenant had many way ad options to pay and had manager contact info.

• Initial Complaint

  Date:11/04/2022

  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've been renting from storage rentals of America for a year within the first 2 months they had deleted me out of the system locked me out of my storage unit and had rented it to somebody else while my payments was paid up so after getting that taken care of which took 4 days I was told at that point by the manager they're in charge who was on the phone with the district manager that everything was taken care of my rate was set nobody was going to mess with my stuff again I only had this one rate pay which was $93 and $14 for insurance and they were sorry about everything that had happened. So now my payments due for the month of November and they decided to raise the rates and not till anybody I get all my information from them through email and they want to say they sent me a letter in the regular mail which I didn't get and I didn't get anything on my email but I surely got the notices about my bill being due anyway they are trying to get a 31% increase and trying to say it's a cost of living increase there's no cost of living increase on a metal building that sits there it don't eat it don't sleep it don't do nothing now where my storage is at they just put in another row of new buildings approximately 8 or 10 now imagine that and all of a sudden the price jumps up so I called and I got this excuse the cost of living increase and you know we have to keep up with the what the other companies are charging no you don't you want to but here it is that you're ripping somebody off by price gouging 30 plus percent my payment that's supposed to be $107 is now $143 in change. They offered to move me to a smaller one which to me is really stupid if I wanted a smaller one I would have got it in the first place but even to offer me a smaller one is not moving the stuff cuz here it is once again that I'll have to move all my stuff I have a 10x20 and they're wanting to move me into a 10x10 simple math it don't work this is blatant price gouging I could understand maybe a 10%

• Initial Complaint

  Date:10/22/2022

  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.

  One of our church members' units was being sold, we stepped in to help. we bid on the auction and won, during the pick up the manager affiliated our member with us and said that the auction had been offered to the next bidder. so after reaching out to ************* they stated only today that the manager asked them to forfeit the bid but the manager said it was done two days ago and sold. We had the tenant call c.s. and they said that payment could still be made and the locker was not cleared out nor showing sold as the manager says. this resident had been homeless and that's all the clothes along with birth certificates etc they had. ************* says that the last bidder did not respond and it was only sent for forfeit after the time we tried to acquire the unit. The tenant even tried to cover the bill as well. WHY THE DENIAL ?? WHAT IS THE MANAGERS PURPOSE TO DO SO WE WOULD LIKE TO SPEAK WITH THE NEXT PERSON OVER SITE MANAGER PLEASE.

• Initial Complaint

  Date:10/11/2022

  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 rented a unit at the facility in ******************* st in ******* ********. Its going to be a year in November since of had the unit. Im July or August of this year I was late and had a late fee. When I went to pay I called Ive the phone and was told I could pay by check. That turned out to be not true so I had to go the next day to pay . The companys system was down so I wasnt able to do so. The manger told me she couldnt tell me how much I owe due to the system . Needless to say I got charged for two months of rental, late fees, auction fees, and dollar fee for something. I am on fixed income and I had to pay almost five hundred dollars to save my things . That was more then half of my income and put me late for my house rent. When I complained about it to the manager nothing was done, ask to speak with her manager and was told I would get a call. It is now October and I am still waiting on a call ! I would at least like some funds back or something to fix the issue.

• Initial Complaint

  Date:10/07/2022

  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.

  Personally paid September Rent for 211B, 214B, 301C, 302C, 609A in onsite drop-box prior 9/5/22 but, was posted to her account afterwards due to a holiday. However, when staff came in on Tues 9/6 and there were payments in the office from the drop box, obviously they were received within the 9/5 grace ****** and no late fees should gave been accessed.However, they accessed late fees for all five units.Spoke with onsite office staff who stated they cannot reverse late fees as Corporate no longer allows them to be reversed. Asked for Corporate's number and they said they only have a call center and they will refer us back to them.Asked if they would contact Corporate on our behalf and call me with the outcome. Reiterated that request with Staff when paid Oct Rent on 10/1 in person and on a post-it note. They told me to just pay the normal rent and then they would contact them Monday and would call me back.Never received call back, so called them 10/7 and they said the same thing with no indication that they contacted Corporate on our behalf. Just said Corp. doesn't have time to talk to people as they have millions of customers and they are not crediting anyone's late fees.****** has had Units at this site for over 25 years. And payment is always made within the grace ******. Have had multiple issues since property was sold to SROA. Can seldom reach onsite staff. The driveway was FULL of large potholes for many months making it dangerous for vehicles shocks & tires when entering property. They finally filled the pot holes but, driveway is still in need of repaving. They have raised rates multiple times since taking over. The walkways on inside units are not sweeped regurally. There have been cut off lock parts in one aisle for several months.Seems their primary goal is to take money and not offer service to customers.Expectation is to refund ALL late fees for Sept and if any inccured for non-pay of disputed late fees.

  Business Response

  Date: 10/25/2023

  We are sorry to share but we are not able to locate a customer at our ******, ** property that matches the customer name shared in this complaint.  We are not sure if the rental was other someone else's name or if we are the correct storage provider.  There are many similar providers in the area and some share a similar name to us.  We are sorry but we cannot continue to investigate based on this information.

   

  Customer Answer

  Date: 10/25/2023

  These Storage Units are my Mother, ********************************************. She is eldery and I personally made the payment for her. The units are in her name and I filled the complaint on her behalf. No refund was received for the late charges that should not have been charged as the payment was made within the grace ***********

  Business Response

  Date: 10/26/2023

  Was able to connect with the customer and apologized for the issue and was able to solve the problem. She was receptive and happy with the resolution.

  Business Response

  Date: 10/26/2023

  We partnered with the Property Manager of this facility.  This complaint is from 2022 and has since been resolved. We consider this matter closed.

  Customer Answer

  Date: 10/26/2023

   
  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:09/23/2022

  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.

  SROA has taken ownership of storage units previously owned by KO storage in ****** **. I have been trying to resolve issues pertaining to a requirement for insurance. I have my own renters insurance and was still being charged for their private insurance plan. Upon calling to resolve this issue as well as speak to the property manager about contract questions and concerns I have been treated, in my opinion, very disrespectfully. I was not called back as requested, and informed I would be. During each one of the five times trying to reach a property or district manager, I was treated very unprofessionally. For example, one incident I was put on hold which resulted in me being connected to another customer trying to pay their bill. Another two incidents I was hung up on or possibly disconnected. Also while on the phone discussing said issues and without being put on hold, suddenly started being addressed as if the representative I was speaking with already, were answering another call? A fifth time was given misinformation and treated very rudely.I have been informed that one of the managers had removed the private insurance SROA was providing was canceled; though I wasnt credited the unnecessary payment for that insurance. I did not receive any follow up communication informing me of the changes or get the requested call to speak to a manager.I also have made multiple requests to have multiple spiders around a nearby light attached to the building and around my storage door removed and that hasnt been resolved.Needless to say I am very unhappy with the service I am receiving currently.

  Business Response

  Date: 10/25/2023

  ******,

  We are sorry that you had concerns about our service and Tenant Protection Plan programs.  We require all tenants to carry some form of insurance to protect the contents of the storage unit.  We recommend our services, as there is no deductible and can be included in the monthly rental fee.  This saves the customer the time in checking in their personal insurance does in fact cover storage units or property off site from their residence.  ****************** has since moved out from our storage services and wish we could be able to help resolve this issue.  In regards to the service provided, we will partner with the District Manager to review any calls between you and the store.  Additionally, if needed, we will provide coaching and any additional next step follow through required based on our findings.  We hope that you find the service provider that better meets your needs and we hope that you have a wonderful day.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 18119170
  
  I am rejecting this response because:
  1.) SROA is downplaying this as for their part in the problem with the insurance. It was more than a recommendation for insurance. I had my own and provided proof of insurance and they still were charging me for theirs. Despite multiple attempts to have it removed was still passed around and neglected by this company.
  2.) I was treated extremely disrespectfully, unprofessionally and would highly recommend that future tenants be warned and made aware of the such poor customer service and relations.

  3.) I have found new storage solutions and dont require any further action from BBB and as far as from the company they have burned this bridge and I get a gross feeling any time I drive by this facility.

   

  absolutely terrible 

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

• Initial Complaint

  Date:09/20/2022

  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.

  I took out a controlled climate contract with Five star storage, which then changed to a different storage company owner. Storage Rentals of America. They raised our monthly cost, tried to charge extra for insurance I already had in place, and they turned off the climate control. My double unit has NOT BEEN heated or cooled since April. The closed the office at our facility and the phone number posted at the gate for the office calls to a ******** care facility, NOT the storage company office. I have emailed many times with complaints about the door being propped open and unsecure, the heat and AC being OFF and no one calls me or emails in return. I am actually vacating my unit and Im concernef I will get any help if I am overcharged for any random reason that this negligent company tries to get more of my money for. I gave them *************************** my original contract-the only contract I have signed. I would like a refund for the difference in rent, for the months I paid for climate control, but only received regular storage

  Business Response

  Date: 10/20/2023

  Heating system failed and was replaced. Facility has been remotely operated since purchased over a year ago. Sign on door had 2 numbers revered which has been corrected. We have a local facility 15 miles away, numbers are available online. We have a call center as well which the number on the gate was correct. 

• Initial Complaint

  Date:09/14/2022

  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.

  Cant get a resolution with staff member there. Have asked to speak to manager numerous times and have not. The property got destroyed in the unit and cant get any info. The worker there is loud and disrespectful. And I dont know why the Manager havent responded. I have to hire movers to get my stuff out unit then check everything and then where is it going ? Horrible business. Its a huge inconvenience for me

  Business Response

  Date: 10/19/2023

  File notes indicate tenant was provided with solutions to the issues regarding her storage unit including transferring unit and creating a claim for any damaged items.  No tenant action was taken on these options.  Notes indicate that tenant had multiple conversations with site management who attempted to assist.

  Customer Answer

  Date: 10/19/2023

   
  
  Complaint: 18026570
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Keona Banks

  i turned in the claim forms with pictures for the insurance and never got any type of compensation. I paid for insurance to cover my things and insurance never did. 

  Business Response

  Date: 10/25/2023

  We are sorry for the situation you have encountered.  I could not find a claim for you, so I am forwarding your information to my facility and District Manager for follow up.  We will follow up when we have more information.  Sorry for the delay.

  Customer Answer

  Date: 10/27/2023

   
  
  Complaint: 18026570
  
  
  
  I am rejecting this response because: it should have been handled. It’s been over a year that this has happened. And I paid for a service and it should have been handled properly. The workers at the facility always have me a hard time. 
  
  
  
  Sincerely,
  
  
  
  Keona Banks

  Business Response

  Date: 10/31/2023

  File notes indicate tenant was provided with solutions to the issues regarding her storage unit including transferring unit and creating a claim for any damaged items.  No tenant action was taken on these options.  Notes indicate that tenant had multiple conversations with site management who attempted to assist.  If there remains an issue, we encourage Ms. Banks to please contact the property to discuss further and hopefully come back with an outcome more to her liking.

  Business Response

  Date: 10/31/2023

  We have reached out to the Property Manager and District Manager to get in touch with her to begin the claims process.  We hope that this has begun.  If not, please let us know.

• Initial Complaint

  Date:08/10/2022

  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.

  Storage rentals of America is withholding my belongings in one of its units despite the fact that I have made payment in my account has never been past due. They claim that due to a safety issue they cannot Grant ****** access to the facility however, in a letter from the company dated 22 July, 2022 It specifically states if you have an absolute need to be at the property, we will be there to assist and help. I have made numerous (3) calls to the corporate customer service line and have been told that they would escalate my complaint to no avail. I was scheduled to move into a new home and have been over a week with no furniture or belongings inside my new residence.

  Business Response

  Date: 10/25/2023

  The incident that the tenant is speaking about is that in the area a Transformer was down and was preventing access into our property due to safety concerns.  There were days where we could allow people in, but we were under the direction of FPL and on the days in question, we were strictly forbidden to enter the property.  Our goal is not to hold tenants items, but we do not want to have unsafe conditions.  This issue took around 1 week and has since been resolved.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 17700890
  
  I am rejecting this response because:
  

  It took considerably longer than one week to resolve this issue and due to the fact that it happened at the end of one month/beginning of another, it prohibited me from moving my belongings out of my storage resulting in the business charging me another full months rent. Both the store manager and district manager refused to take or return my phone calls and have not refunded me the additional month of rent that was due. This does not include the costs of having to reschedule my move-out.  
  
  Sincerely,
  
  **********************

  Business Response

  Date: 10/30/2023

  *******,

  Again we apologize for this issue and we are sorry that the entire final process took longer than 1 week.  We generally ask for a minimum of 2 weeks notice for vacating a unit for situations such as these. We hope that you have a wonderful week ahead and an amazing holiday season ahead.

  Thanks

  The SROA Team

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 17700890
  
  I am rejecting this response because:
  
  The business is not stating facts or taking this complaint seriously. 30 day written notice was provided to the previous property manager (****) who has since quit due to illness and the business is refusing to return payment. ******************* and his staff are  more concerned with stealing from customers than exercising ethical business practices.  

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

  Business Response

  Date: 11/08/2023

  We are sorry, but had believed that we had responded to this complaint.  The issue was not that we were withholding ********************** items, rather that ************* and Light (FPL) was installing a new transponder in the area directly related to our building.  This meant that for a number of days we were without power at the facility and could not man the office for safety precautions.  A note was sent out to the tenants alerting them to this fact.  We did share in this note that we will not have access to the units, but if an emergency came up, we can try to get in, with FPL permission.  As you can understand, safety was a premium and we were told to not enter the area for that time to ensure no one was injured or interfering with the work held.

   

• Initial Complaint

  Date:07/18/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Had a rental unit at this location, had it removed out of my name and into someone else's name, said she would be treated as a new tenant, that's fine. We paid the $180 due for the month of July, then lady proceeds to charge us another $112, a little shocked but paid it. Then got home and looked at receipt, here she charged us both for the month of July, to me totally stole our money. I called to confront them and she told me I paid for the month of July and then the other girl was prorated for the month of July, double charging us, I said if you prorated her then I should of been prorated too, she said thats the way it works with the double charge. She stole money from us plain and simple and I want my money back. You don't double charge for the same month, that's stealing. If you prorate one, then prorate the other.