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

• 

  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

  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:01/12/2025

  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 came to my unit H13 at 1980 W ************ around 4 pm on 1/11/2025. Upon arriving at my unit, it had been broken into. The lock had been ripped off the lock and the slid lock destroyed. I could not secure my unit. I attempted to call SROA, but had to leave a message. There is no property manager on site. I called again at 8 am when customer service opened. The agent did not help at all. I was not given a new unit. I was told someone would get back to me in 24 to 48 hours. I contacted the ****************** to make a report. I was unable to file a report because I'm not pressing charges. I can't press charges because there are no cameras on the property. The only cameras are on the main building. So false claims of cameras. I cleaned out my unit and am waiting for someone to get back to me about what SROA is going to do to resolve this situation. I no longer want to do business with this company because it is unsafe and unsecured. People are doing business inside the storage area.

  Business Response

  Date: 01/16/2025

  We appreciate you reaching out and bringing your concerns to our attention. We sincerely regret the experience you had at our facility and understand how frustrating and upsetting this situation must have been.

  When you reported the issue in person at the Cantonment location, we attempted to assist in getting law enforcement back out to the property to get a police report filed, but we understand that you declined at the time, choosing to review your belongings instead.

  Our team remains committed to resolving this matter for you. Our District Manger sent an email to you outlining your options, including the opportunity to file a claim for any losses or receive a refund. As of now, we have not received a response. We want to ensure that we handle this to your satisfaction, and we encourage you to reach out at your earliest convenience to let us know how you'd like to proceed.

  We truly regret that you no longer wish to do business with us, but please know that we take security matters seriously and value our customers peace of mind. If there's anything further, we can do, we are happy to discuss it with you.

  Please let us know how youd like to move forward, and we will do our best to assist you.

  - The **** Team

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22801295
  
  I am rejecting this response because: I have never been offered a new unit or offered a time frame for my unit to be repaired. I only received a message from ******* ******** because I called again 1/13/2024 to get information on what was going to happen. I went by the location and no one was in the office.  I then received a very nasty message from ******* ******** furious that I made a complaint with the BBB. I called her right back she did not answer. I called about an hour later and she told me it was after business hours. I was still trying to get her to get me a new unit. She told me she would call first thing in the morning when she could look at my account.  That never happened! I went back to the storage property after work (5 pm). The brand new property manager was there and she was on the phone with *******. I told ******* that she was supposed to have called me that morning and she replied that this was when she had time. I still was not offered a new unit. ******* told me i had to contact the police again for her to do anything for me. I have already called them and they would not take a report. ******* has been so unprofessional with me and has done nothing to help me. She was mad that I had cleared out my unit. It was unsecured and anyone could take what was left in my unit. I think she should be obligated to check the cameras and see who broke into my unit. She wants me to continue to pay for my unit I cannot use.

  All I want is my money returned!

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

  Business Response

  Date: 01/22/2025

  Dear Ms. **************** you for reaching out and sharing your concerns. We understand your frustration, and we sincerely apologize for any miscommunication or inconvenience you have experienced.
  Upon review, our team has processed the refund as per your request on January 17, 2025. The District Manager previously outlined the available options via email, and after receiving your response of wanting a refund, the refund was processed accordingly. A copy of the refund receipt was also sent to you via email.
  Additionally, our Regional Manager will be reaching out to follow up with you directly to address any remaining concerns. We appreciate your patience throughout this process and want to ensure your concerns are fully acknowledged.

   

  - The **** Team

• Initial Complaint

  Date:01/02/2025

  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 rental unit for over a year. i was paying 141 which included insurance, now the price went up.i logged in to pay and said different rate then what i normally pay so I had to wait until 01/02 to pay because i wanted to reach someone and the offices were closed already for the day and the next day was a holiday, about the rate change. i called and spoke to a lady who broke down the bill and explained rate increased would have went up and we would have been emailed. never received an email but ok. then logged back in to pay and there was a hundred dollar fee added almost 20 minutes after i called and talked to someone so I feel it was done in revenge. my wife also called property and manger was very rude, this is the Grand Rapids Mi office on ******************

  Business Response

  Date: 01/13/2025

  Thank you for bringing your concerns to our attention. We understand your frustration and sincerely apologize for any inconvenience you have experienced.

  Our District Manager has attempted to reach you by phone on two separate occasions and has left voicemails, but we have not yet heard back from you. We kindly ask that you return their call at your earliest convenience so we can discuss your concerns in detail and work together to find a resolution that addresses your needs.

  We appreciate your patience and hope to resolve this matter as quickly as possible.

  Thank you for giving us the opportunity to address this matter.

  - The **** Team

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22758722
  
  I am rejecting this response because: no one has called me, I dont even have a voice mail set up so I know you were not calling the person, please call me ************ 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/28/2025

  We wanted to follow up regarding your concern. Our District Manager has attempted to reach you multiple times at the phone number provided *************), but weve been unable to connect. Each time, we reach a voicemail with a generic greeting of "Hello" in a female voice.
  If there is an alternate phone number where we can reach you, please let us knowwed love to assist you as soon as possible.

   

  - The **** Team

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They replaced the doors on our storage units. They cut our locks to access the units for said door replacement. Would not allow us to be there or move to another unit prior to them doing this work. Trash was left in our unit by the door replacement crew. screws were left everywhere. Oil pan thrown on kitchen stuff and 2 totes and now the floor as well as a projector screen. Broken glass tea container. Bent pan. Broken vacuum seal bag. Fragile boxes under heavy boxes just tossed around, vacuum broken from a box falling on it. Promised keys to be mailed right after door replacement then 2 weeks later then still not mailed I had to meet the lady at the office that is unoccupied normally and she was an hour late. She also told me that had she been talking to me rather than the ** she would have said she would never mail the keys. Told by customer support there could be no refund on the month we prepaid even though if we had the keys when we weee supposed to we would not have paid that. We started moving things to a new facility the same day we got our keys and gained access to our u it after a month of being locked out because of their negligence.

  Business Response

  Date: 01/02/2025

  We apologize for the inconvenience Mr. ***** experienced during the door replacement process at his storage location. Here are the steps we have taken to address his concerns:
   - The District Manager refunded two months of rent to acknowledge the delays and difficulties he faced in accessing his unit.
   - We are in the process of getting pictures to KO Construction, the vendor responsible for the door replacements, to address and resolve the reported damages to his belongings.
   - We are implementing improvements to enhance communication and coordination for similar projects in the future.

  
  We value Mr. ***** as a customer and are committed to resolving this matter fully. Please let us know if further information is needed.

  - The **** Team

• Initial Complaint

  Date:12/23/2024

  Type:Facilities 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 gate at my storage facility has been broken for 4 months. Ive called time and time and time again asking why it hasnt been fixed and no one will return my call and give me an actual reason. Anyone can enter the facility, cut a lock and clear a unit out. Prior to storage rentals of America owning it, red dot storage did in which I also had my unit there at the time. The gate worked 24/7 and since the acquisition storage rentals of America made, its been broken.

  Business Response

  Date: 12/30/2024

  We understand how important it is to have a secure facility, and we sincerely apologize for any inconvenience this has caused.
  We have attempted to contact Mr. ******* to discuss this matter further; however, when we call, the phone rings once, and we receive a notification that their voicemail is not set up. Unfortunately, this has made it challenging to connect with them directly.
  We would like to address their concerns and provide clarity on the situation regarding the gate. Please feel free to contact us at your earliest convenience so we can work towards a resolution together. Thank you for bringing this to our attention.

  - The **** Team

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22719430
  
  I am rejecting this response because: I have made TENs of phone calls and left my information on how to contact me. I have not had a single call from anyone regarding this issue.
  

  the gate has since been fixed, but to say that they have called and my voicemail doesnt work is a blatant lie  

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

  Business Response

  Date: 01/13/2025

  We are glad to hear that the gate has been fixed and appreciate you bringing this matter to our attention. We sincerely apologize for any misunderstandings regarding our communication efforts.
  Our records indicate that we attempted to use the number ending in 4356 for inquiries related to this issue. However, we understand and take your feedback seriously that there was a breakdown in communication. We deeply regret any frustration this may have caused and are committed to learning from this experience to improve our processes moving forward.
  Thank you for providing your perspective, and we value the opportunity to address and resolve these concerns. If there is a preferred method of contact or updated information, please let us know so we can ensure better communication in the future.

   

  - The **** Team

• Initial Complaint

  Date:12/09/2024

  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.

  Bad customer service.I don't understand why Mr. ******** the property manager at the ***************** ******** location, was very rude with the customers, unprofessional, and aggressive with me, and his superior did nothing. I just called to ask a simple question about my invoice and the reason for the overpriced items, and he started to fight with me, bad phone manners, without any reason.I raised my claim to the corporate office and they do nothing with respect, yet. For this reason, I'm considering looking for another storage company. I'm not getting it for free, and we, as customers, must ask respect first.

  Business Response

  Date: 12/18/2024

  Thank you for bringing this matter to our attention. At Storage Rentals of America, we are committed to providing excellent customer service and addressing any concerns our customers may have. We regret to hear that Mr. ****** recent experience at our ***************** ******** location did not meet his expectations.
  

  We understand how frustrating these matters can be, and we have made several efforts to assist Mr. ****** offer solutions, and address his concerns regarding the pricing of his unit. As part of our efforts, we previously waived one of the fees as a courtesy to help alleviate his concerns, and we also offered the option to downsize his unit. Additionally, our District Manager has engaged with Mr. ***** directly to discuss the situation and work toward a resolution.
  With regard to the disputed amount, its important to clarify that the fees in question, including late and lien fees, were incurred due to nonpayment, as outlined in the terms of his lease agreement. Despite this, we have proactively attempted to contact Mr. ***** to ensure payments were made on time and to help avoid additional charges.
  

  We value feedback from all our tenants and encourage Mr. ***** to reach out to us directly should he wish to revisit the details of his account. Our team remains committed to assisting him and working toward a resolution that is fair and satisfactory.

   - The **** Team

• Initial Complaint

  Date:12/03/2024

  Type:Customer Service 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 8/5/24 I received a quote from SROA for a 10x20 storage unit. There was no promotions discussed or any communication my bill would increase over 40% after only 4 months in. I do not believe a ******% increase is justifiable for this property. They isnt even an onsite office or worker and the property needs repairs.

  Business Response

  Date: 12/13/2024

  Thank you so much for reaching out and sharing your concerns with us. Were truly sorry for any frustration this situation may have caused and appreciate the chance to make things right.
  Wed like to clarify that we sent a notification about the rate adjustment in November, with the updated rate beginning with your January 1st payment. That said, we completely understand how this change may still feel unexpected or significant, and were committed to ensuring clear and fair communication with all our customers.
  To better assist you, weve escalated your concerns to both our District Manager and Regional Manager for review. Theyll take a closer look at your account and the rate adjustment to see if theres anything further we can do to help.
  

  We value your feedback and are here to support you. If you have any other questions or details to share in the meantime, please dont hesitate to let us know!

  - The **** Team

  
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22636525
  
  I am rejecting this response because:

  You are correct, I received the notice at the end of November that the rate would increase starting in January. My issue is not with the timing but with the amount you increased after just 4 months. Theres a lot of work that goes into moving as Im sure you are aware. I would have looked for a more affordable option if I knew the rate was going to increase by 40% in just a few months. Nothing was discussed or communicated when executing the contract for the rental about a rate increase. I can see a 3-4% increase but over 40% in just unacceptable in my opinion. I look forward to hearing from your district manager to see what you guys are willing to do to keep me as a customer. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/23/2024

  Our District Manager reached out to Mr. ***** on December 7, 2024, and again on December 16, 2024, leaving voicemails on both occasions with their direct cell phone number for Mr. ***** to call back. We are eager to discuss his concerns and work towards a resolution regarding the rent increase. However, we have yet to hear back from Mr. ************ understand the frustration associated with a rate increase, especially in such a short timeframe. While rate adjustments are part of our rental agreements and communicated in advance, we value him as a customer and are committed to addressing his concerns.
  We ask that Mr. ***** reaches out to our District Manager directly at the phone number provided in the voicemails. We look forward to the opportunity to resolve this matter and appreciate his patience as we work together to address his concerns.

   

  - The **** Team

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22636525
  
  I am rejecting this response because: First of all, I did not miss a call or receive a voice message on 12/7/24. I did receive a call and voicemail in 12/16/24 while in the doctors office and was unable to answer the phone. I called back within 45 mins in which I got no answer. I tried back multiple times the same day and left a message with ***** that I was eager to discuss this matter with him. I have since tried calling him 2-3 more times including just now and still no answer. I have left him a voicemail again asking for him to return my call. We will see if this happens.  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/26/2024

  We appreciate Mr. ******* continued engagement regarding his concerns and would like to provide an update following his rejection of our previous response.
  After our last communication, our District Manager was able to establish contact with Mr. ****** The District Manager confirmed that Mr. ***** sent a text requesting a return call, and they were able to speak at length on the same day. During their conversation, they discussed the rate increases and addressed the gate exit photo issue.
  The District Manager also reviewed Mr. ******* account ledger and agreed to reduce the most recent increase to half its value, applying a credit for that amount to the latest month paid. Mr. ***** expressed his satisfaction with this resolution and stated he was pleased with the facility's staff. Both parties agreed to maintain open lines of communication moving forward to ensure any future concerns are addressed promptly.
  We are pleased to have resolved this matter with Mr. ***** and remain committed to providing exceptional service to him and all our customers.

  - The **** Team

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22636525
  
  I am rejecting this response because it has almost been 10 days and not only have I not received a credit or any notification of a discounted rate, I was charged another month at the higher rate. Please issue the credits and adjust the the rate as agreed to and we can finally close this.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/13/2025

  Thank you for your patience as we reviewed your concerns. Upon further review, Im happy to inform you that a credit of $50 has been issued to your account. Additionally, the District Manager has updated your rate from $90 to $75, effective as of January 2025.
  

  We sincerely apologize for any inconvenience or delay in resolving this matter and appreciate your understanding as we worked to address your concerns. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  

  Thank you again for bringing this to our attention, and were glad we could resolve this for you.

  - The **** Team

  Customer Answer

  Date: 01/13/2025

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

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our storage unit was broken into between July 4th, 2024, and July 8th, 2024. We had around $3800 worth of items stolen. Our claim was approved for $2000 (insurance policy limit), and we were told that a check would arrive within 20 business days of October 28th, 2024. 20 business days was up on November 26th, 2024. I have been very patient as we are now going on almost 5 months since the theft occurred. I have been following up with SROA as to where my check is at, and NOBODY can give me answers. I have asked for the date the check was mailed; they do not know. There should be no reason that this information cannot be found out. There is no way to speak with the claims department over the phone, only by email, which they take days to respond. I have asked if a check could be overnighted or at least sent with a tracking number, I was told NO, it could only be sent via ****. This is crazy considering the amount the check is for. If it can only be sent with ****, **** offers certified mail with a tracking number. The check has not been mailed. I am enrolled in **** informed delivery, so this is not a case of it being placed in the wrong mailbox by the mail delivery driver or such, it has not been sent out and SROA cannot give me proof that it has been. I want my check. I have been unable to replace the items that have been taken from me as I have been waiting 5 MONTHS for this to be resolved.

  Business Response

  Date: 12/04/2024

  We would like to provide an update regarding *** ******* ****** recent complaint.

  
  After further investigation, we discovered that due to a processing error on the part of ***, the payment was not completed as expected. We sincerely apologize for this mistake and any inconvenience it has caused *** ******.

  
  To expedite the resolution, we offered *** ****** the option of receiving a Fedwire transfer instead of waiting for a physical check. She is currently verifying with her bank whether they can accept Fedwire transfers and has been provided with detailed instructions and my direct contact information should she have any questions or need further assistance.

  
  If her bank is unable to accommodate a Fedwire transfer, we will instruct WKW to issue a physical check. However, please note that checks are sent via regular ****, as *** does not provide priority mailing services.

  
  Our goal is to resolve this matter quickly and efficiently, and we are working closely with *** ****** to ensure the process goes as smoothly as possible. We appreciate her patience and understanding as we address this issue.

  - The **** Team

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22626584
  
  I am rejecting this response because:

  I spoke with an **** claims representative on the 3rd. She offered Fedwire as the check was in fact never sent out as I originally suspected. I reached out to my bank and was told they do not accept Fedwire. I called the **** representative back that same day and let her know that I can't do Fedwire and that I would need a paper check mailed. I asked if it could be sent with tracking. She said she would ask. It is now the 5th and I still do not have answers. I don't know if a check has been placed in the mail. I was told they would try and expedite, yet I have not received any kind of confirmation that a check has been mailed yet. I do not know how to reach out to the insurance company directly otherwise I would reach out myself. 

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

  Business Response

  Date: 12/06/2024

  Thank you for your patience as we worked to resolve this matter. We sincerely apologize for the delays and any frustration caused during this process.
  As of yesterday, the check has been sent out via regular mail. Unfortunately, our insurance provider, ***, was unable to send the check via priority mailing or with tracking as requested. We kindly ask that you allow 5-7 business days for the check to arrive.

  We understand the importance of clear communication, and we kindly ask that you contact our claims department once you receive the check so we can ensure the matter is fully resolved. If you have any additional questions or concerns in the meantime, please do not hesitate to reach out to us.
  Thank you again for bringing this to our attention and for allowing us the opportunity to address your concerns.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for water damage in my storage unit on 5/31/24. On 9/16/24 the storage company agreed to pay the damages as per there ******************** agreement which i will provide all proof of documentation. As of today 12/02/24 i have not received the payment as agreed in our settlement. I have called & emailed various times. On 11/4/24 i received an email from there claims department stating there was a processing error on there part and they would expedite ********* we are 12/2/24 and nothing. I was called by Jasmine from corporate on 11/25/24 stating the check was mailed on 11/5/24 and she would provide me with a tracking number but she has yet to do so. they have also not provided me with the credit they've stated they would due to the inconvenience.

  Business Response

  Date: 12/04/2024

  We would like to provide an update regarding Ms. ******* ******** recent complaint.

  
  Our accounting department confirmed that Ms. ******** check was sent on November 5, 2024. However, as she did not receive it, we requested that accounting stop payment and reissue the check with tracking. Due to the holiday, we are still awaiting confirmation on the status of the new check but will provide Ms. ******* with an update as soon as possible.

  
  Regarding her credit, we have informed Ms. ******* that it cannot be processed until the release agreement sent on November 15, 2024, is signed. She requested changes to the wording of the agreement, and we have contacted the legal department to assist with this revision.

  
  Ms. ******* also requested a call from the District Manager, and this request has been submitted for follow-up.

  
  We apologize for the delay and any inconvenience caused. We are actively addressing these issues and will ensure Ms. ******* is kept informed throughout the process.

  Customer Answer

  Date: 12/05/2024

  I have finally received the payment for the damages to my unit as of 11/4/24. ****** did reach out to me and was very helpful with the information on the check & credit. I am finally glad this is settled thanks to ******. 

  Customer Answer

  Date: 12/05/2024

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

  I have finally received the payment for the damages to my unit as of 11/4/24. ****** did reach out to me and was very helpful with the information on the check & credit. I am finally glad this is settled thanks to ******.
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting a storage unit from Storage Rental of America in ************, **. I completely moved out of the unit Sunday April 21st (the company can check the gate codes/camera to confirm that was the last time i accessed the property) and I left the door open with the lock off and cleaned out. The company still charged me the next months rent even though we moved out a week before next months rent was even due. This was for **** rent. We are now in December and after MANY attempts of contacting customer service, the ********************** manager and by extension the district manager, to provide me my $141 refund, no one is able to help me. I have requested that the district manager contact me for months to let me know what is going on and why they are withholding my money that was wrongfully deducted from my account. They have yet to reach out to me. It is incredibly unprofessional and frustrating to have to keep calling and emailing following up on this issue with no resolve. This feels like theft with the no sense of urgency to return the money.

  Business Response

  Date: 12/04/2024

  Thank you for bringing this matter to our attention. We want to ensure we address Ms. ********** concerns thoroughly and with care.

  
  After reviewing the records from the District Manager for the ***************************************, we confirmed that a refund of $141.00 was processed on April 29, 2024, to the card on file ending in *5355. Please find the supporting records attached for your reference.

  
  The last charge to Ms. ********** card occurred in April, covering her May rent, and this amount was refunded on April 29th. Our records do not indicate any additional charges beyond that. However, if Ms. ********* has documentation of a charge in May or any other discrepancies, we kindly ask her to share this with us so we can investigate further and resolve the issue to her satisfaction.

  
  Our goal is to ensure this matter is fully resolved and that Ms. ********* feels confident in the outcome. Please let us know if theres anything else we can do to assist.

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother rented a unit with this company. She had serious health issues and was in the hospital. I called the company to let them know her situation and that I had become her legal guardian to manager her affairs. I attempted to pay her bill multiple times only to be denied each time until I provided legal documentation.I then provided the company with a legal document (the same day) signed by a judge that granted me the right to manage her affairs. The Property Manager ****** confirmed she received the document and would contact me with next steps.A week later I hadnt heard back. I called ****** **** was told that my mothers units were sold in an auction. I was lost for words. ****** later apologized for this and has since attempted to help me reach a higher level manager to address this.For the last month, ****** and I have spoken every 1-2 days and I have still not received a call from a Manager. Im told a Manager will contact me within ***** hours each time and nothing happens each time.The only call back Ive gotten is from an Assistant District Manager named, *****.***** is hands down the rudest person Ive dealt with at this company. She used her dead husband as a sob story and told me when my husband died I paid all of his bills Its your fault the unit wasnt paid. I tried to maintain a calm demeanor after this ridiculous insensitive comment was made. I then asked, how do I pay the bill when you wont give me access to the account? She then began yelling in frustration because I refused to accept blame when I did exactly what the company asked of me. ***** then hung up on me. I called right back and she went off again. I called **************** to file a formal complaint because the way this was handled was unacceptable.This company sold my mothers things while shes in the hospital after I attempted to pay her bill. This ridiculous and flat out disgusting.I pray no one has to go through this with this horrible company.

  Business Response

  Date: 12/09/2024

  Dear Mr. *********************** you for bringing this matter to our attention. We sincerely regret the distress caused by this situation and the communication issues you experienced.

  Our records show that the documentation granting you authority over your mothers account was received on the day of the auction, at which point one of the two units was successfully recovered. Unfortunately, the timing of the auction and the release process prevented us from retaining all units.

  We acknowledge there was an opportunity for improved communication and have shared your concerns with our team to ensure better handling of similar situations in the future.

  If you would like to discuss this further, please dont hesitate to reach out directly.

  .
  Sincerely,

  The SROA Team