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

  998 Center Road Avon, OH 44011

• 

  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:11/21/2024

  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 storage unit was broken into. I submitted the police report the pictures all that theyre acting like they cant tell you when theyre going to resolve the matter who their insurance agent is through. They talking about the claim department and no one reaches back out to you. I emailed them they blocked my emails on the Health thing that they have, this facility is theyre doing the cameras was supposed to been down all the electric went out during this break and thats not possible and theyre playing with personal belongings, family history, sentimental items in a district manager says he emailed my message to the claims department. I would like to know who is the claims department whats their number? Whats their contact information and the insurance company thats my right to know that

  Business Response

  Date: 11/22/2024

  Our claims department emailed this tenant yesterday (11.21.24) to provide her an update. Our claims specialist ****** ******* attempted to call her this morning (11.22.24) and left a voicemail with her contact number for Ms. ***** to reach out to us. Additionally, we have sent the attached email to the  email address we have on file for Ms. ***** to notify her that the company that handles or claims is ** *******. We appreciate her patience and understanding. 

  Customer Answer

  Date: 12/02/2024

  I cannot figure out how to open up the messages that youre sending to me, but I havent heard anything back from them. There was no message left on my voicemail or anything from them.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22587120
  
  I am rejecting this response because: I cannot figure out how to open up the messages that youre sending to me, but I havent heard anything back from them. There was no message left on my voicemail or anything from them.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/06/2024

  Thank you for reaching out and for your patience as we work through your claim. We understand how important this matter is to you, and wed like to clarify the status of your claim.

  
  As of now, the claims department is awaiting necessary items from the property manager before proceeding further. Once these items are received, your claim will be sent to the adjusters, where the processing time may take up to 45 days. On December 3rd, a member of our claims department spoke with you to explain the process and provide an update. The claims department will notify you via email as soon as your claim progresses to the next stage.

  
  If you have any further questions or concerns, please feel free to reach out directly. Thank you for your understanding and for allowing us the opportunity to address your concerns.

   

  - The **** Team

• Initial Complaint

  Date:11/20/2024

  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 moved into this unit years ago. I paid an $85.00 damage deposit. After this company took over they started raising the rent. Within two years, it went from $85.00 to $149.00, and if you are a day late, even if you call them, they lock your unit. I moved out on March the 28th. The manager told me that it would be 8 to 10 weeks before I would get my deposit. I waited patiently and nothing happened. I called the manager and she said that her boss was behind and it should go thru soon. She said she would call me as soon as she heard anything. I have called them several times and feel like I am getting the run around. Finally the manager gave me the main office phone number. I called them once a month, and still got the run around. The last time I called the lady stated that they don't do a damage deposit. I then said well when you took over the company I should have gotten my damage deposit back. She didn't say anything she just hung up on me. This has happened a lot. The girl at the storage unit I rented stated she doesn't understand why they hadn't paid me. She stated my case is closed, according to the system. I also told her that I had cleaned the unit, and the roof leaked. She stated that, yes I had cleaned the unit and she let the company know that the roof leaked.

  Business Response

  Date: 11/25/2024

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration youve experienced regarding the delay in processing your deposit refund.

  
  We want to assure you that this matter has been escalated to the property manager, district manager, and regional manager for resolution. As of today, we have received confirmation from the ** that your refund request has been submitted to the district manager for their signature approval. Once that step is complete, the request will be forwarded to our accounting department for processing.

  
  We understand the inconvenience this delay has caused and appreciate your patience while we work to finalize this matter. We will continue to monitor the process closely and provide updates as we receive them. Please feel free to reach out if you have additional questions or need further assistance.

  
  Thank you for your understanding.

  The SROA Team

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising 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 11/15/2024 I contacted our local off of SROA to try and get to pay my bill. I spoke with the manager ***** to pay to get an explanation on why my bill was $252.00. ***** explained the process once your 31 days late. I had advised to her that I had just been released from the hospital after having my baby and experiencing complications which caused me to be in the hospital for 3 weeks. She went on to tell me I should have had someone to come in and pay and that she had a baby before. I explained to her that I was out of it for awhile. I couldnt even help myself. And no she was not expressing sympathy just blankly disrespectful and rude. She mentioned that theres was no one else that I could speak with and that I was issued a $20 credit for the late in July. **** it up or your storage unit goes ! I would like to settle my issue, as well as account with corporate. **** has been nothing but a nightmare since becoming new owners

  Business Response

  Date: 11/18/2024

  We're truly sorry to hear about Ms. ********* negative experience with our local management. Our tenants feedback is important, and we apologize for the inconvenience and lack of support she encountered. Our District Manager reached out to Ms. ********* on 11/15/24 to listen to her concerns and frustrations to fully understand the situation. We were able to come to an agreement, especially considering her recent circumstances.She has been a valuable tenant at that location for almost two years. She expressed to our District Manager that when she got home she would make her payment and set up autopay with her new card. Well ensure everything is resolved smoothly. We hope Ms. ********* has a wonderful day and we are happy to be able to assist her and again apologize for her not feeling supported at the office at the time.

  Customer Answer

  Date: 12/02/2024

   
  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.
  
  Sincerely,
  
  ********** *********

• Initial Complaint

  Date:11/14/2024

  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.

  Our storage rental unit was broken into a few months ago, and we were unaware until October 2024, despite the property manager claiming they tried to notify us after the break-in in August. The unit remained unsecured, with a hole in the door, allowing rain to cause mold and mildew on our belongings.Both the property manager and the detective informed us that none of the facility's cameras were operational, misleading us with false security assurances through signage indicating that the cameras worked.I informed the property manager of our decision to vacate the unit. However, when I arrived on November 13th to access the facility, my code was denied. The payment for the unit was due on November 3rd. Given the circumstanceslack of security cameras, a damaged door, and moldwe assumed we would be granted time to vacate without having to pay for a unit in such poor condition. We expected a reasonable customer service approach, but instead faced rudeness from *******************************. She showed no sympathy regarding the break-in and insisted that we must pay before retrieving our belongings. When we requested to speak with a superior, ******* claimed to be the District Manager overseeing 13 facilities and said there was no one above her. Despite our repeated requests for grace under these circumstances, she remained dismissive and continued to insist on payment for access to our items. We also sought contact information for her Regional Manager, but she maintained that there was no one above her and there was no one that would hold her accountable for her horrible customer service she was providing.

  Business Response

  Date: 11/20/2024

  We thank Mr. ********* for sharing his concerns with us, and we'd like to extend our sincerest condolences for his loss. We understand how frustrating and upsetting this situation has been, and we want to address his concerns with care and transparency.
  Our Regional Manager ***** has reached out to Mr. ********* on multiple occasions to discuss his concerns but has not received a response. Based on our understanding, were awaiting the necessary Power of Attorney documents and certificate of death to proceed, as the unit is under his mothers name. Once these documents are provided, we can involve our legal team to grant access, and our Regional Manager has offered to waive the November charge as a courtesy.
  We want to ensure this situation is resolved as smoothly as possible. We ask that Mr. ********* calls our Regional Manager back so we can assist further. Thank you for giving us the opportunity to make this right.

  Customer Answer

  Date: 11/20/2024

  Hello, I greatly appreciate BBB for your assistance with this matter, and I also greatly appreciate Storage Rentals of America for their response. 

  
  

  Unfortunately, I have not received any calls from anyone regarding this matter. My contact number is **************, and I have not received any calls. I'm not sure if ***** has the wrong contact information or what, but if this number could be provided to him, I would appreciate it. Additionally, I never said my mother passed away; the unit is in her name, but she and I both store items in the unit. I am the Power of Attorney to deal with her affairs as she is unwell, but she is capable of talking and speaking with anyone via phone. The resolution of waiving November's payment and allowing us access to remove our merchandise from this property is all we are asking for, and we appreciate ***** and Storage Rentals of America for being understanding and allowing this. Secondly, we want to ensure that ******* ******** is more respectful, understanding, and customer service-focused moving forward, as we don't want anyone else to be spoken to and treated the way we were by her.

  
  

  Let me know if there is anything further needed from me or my mother to get this resolved as soon as possible. 

   

  Sincerely,

  ******* *.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22554518
  
  I am rejecting this response because: Hello, I greatly appreciate BBB for your assistance with this matter, and I also greatly appreciate Storage Rentals of America for their response. 

  
  

  Unfortunately, I have not received any calls from anyone regarding this matter. My contact number is **************, and I have not received any calls. I'm not sure if ***** has the wrong contact information or what, but if this number could be provided to him, I would appreciate it. Additionally, I never said my mother passed away; the unit is in her name, but she and I both store items in the unit. I am the Power of Attorney to deal with her affairs as she is unwell, but she is capable of talking and speaking with anyone via phone. The resolution of waiving November's payment and allowing us access to remove our merchandise from this property is all we are asking for, and we appreciate ***** and Storage Rentals of America for being understanding and allowing this. Secondly, we want to ensure that ******* ******** is more respectful, understanding, and customer service-focused moving forward, as we don't want anyone else to be spoken to and treated the way we were by her.

  
  

  Let me know if there is anything further needed from me or my mother to get this resolved as soon as possible. 

   

  Sincerely,

  ******* *.

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

  Business Response

  Date: 11/25/2024

  Thank you for your response and for providing clarification regarding the contact information. We sincerely apologize for the inconvenience and miscommunication you have experienced.

  
  Our Regional Manager has informed us that he called your provided number today and left a voicemail. Additionally, we would like to extend our apologies for an error in last weeks call attempt. Upon review of the call log, it appears that two digits in your contact number were mistakenly transposed, which is why you may not have received that call. We deeply regret this oversight and appreciate your patience as we work to resolve this matter.

  
  The Regional Manager is now awaiting your return call at your earliest convenience so that we can move forward with the resolution. Your feedback regarding respectful communication and customer service is also being taken seriously, and we are addressing it with the team to ensure a more positive experience moving forward.

  
  Please dont hesitate to reach out if you have any additional questions or need further assistance. We are committed to resolving this matter as quickly as possible. Thank you again for your understanding.

  Best regards,
  The SROA Team

  Customer Answer

  Date: 11/26/2024

  I am pleased to report that my complaint regarding Storage Rentals of America has been successfully resolved. The regional manager, *****, was outstanding in addressing all of my issues and concerns, handling everything with perfection. His caring and apologetic demeanor truly made a difference in our experience. Additionally, the Property Manager ******* and her assistant Kelishia were both very nice and helpful throughout the process. However, I feel its important to mention that ******* ******** was a significant drawback in my experience, as she was difficult to deal with and extremely disrespectful and unprofessional. Nonetheless, the resolution provided by ***** and the support from ******* and Kelishia have restored my confidence in the company.

• Initial Complaint

  Date:11/10/2024

  Type:Billing 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.

  Business advertises 30% savings for the first 3 months, but their billing cycle is not tied to when you started service with them. I started service 1 day before the end of their billing cycle, so my first bill was for 1 day. They told me this 1 day counted as 1 of my 3 months of 30% savings. There is no documentation indicating this, so I expect to receive 30% saving for 3 actual months, not 3 ******** regardless of the number of days billed on the first bill. Their employee at my service location even told me my first bill would not count as a full month of 30% savings because i asked specifically about this, and then admitted on the phone telling me this when I called to try to resolve this matter. They refuse to meet their commitment to an actual 3 months of savings. While in dispute they charged me a late fee because I have not paid. I tried to go online and pay the amount due with 30% off and their system will only accept the amount without the savings and with a late fee. I scheduled a check with a 30% savings with no late fee to be paid to them by my bank. They have put a lock on my storage unit so I cannot access my belongings.

  Business Response

  Date: 11/11/2024

  The District Manager for this property has called the tenant and left a voicemail. The DM applied the 30% discount for November  and has credited the late fee. Our DM is awaiting a return call to discuss this with Mr. ****** We do apologize for an inconveniences this has caused and we hope Mr. ***** allows us to make this right. Thank you.

  Customer Answer

  Date: 11/13/2024

   
  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.

  My payment is in process through my bank and is scheduled by November 18. 

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

• Initial Complaint

  Date:11/09/2024

  Type:Billing 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 had an outside parking space I was renting for a boat. We have not had our boat there for a while to clean and for maintenance. We decided not to continue our lease with ****. On October 4th I started the process of closing my account. This was days before my charges were due for October. The initial contact i was told no problem, the account would be closed. I got notice a week later of the charges due. I contacted management and was told no problem. My balance will be $0 once it closes, they just needed to inspect the property. The following weekend the manager called me to ask about a vehicle in my space. I told them it is not mine. That car was in the space next to mine when I moved it. She responded no problem, once police run the vin to verify balance will be $0 and account will be closed. They then charged a late fee. Talked to customer service the following week and was told car was not verified yet and would be soon. Once that was done all charges will be cleared off. The calls, emails and texts have not stopped for 5 weeks now. I spoke to another agent last week that said I started the closing process but when they found the car they canceled the closing process BEFORE they asked me about the vehicle. Then reopened once I said it is not mine but it was taken care of, my balance was $0 and account closed. Got another phone call about past due. Talked to another agent who said the last agent was wrong, account was not closed, vehicle was not verified. By this time balance is up to double rent charges. This week I spoke to property manager that said police have not verified the car is not mine, she does not know when someone can verify for them. Another email today stating charges for Oct. Late fees, charges for Nov. Auction fees because they are threatening to auction the unit. Charges now up to $180!! 5 weeks later!!! Account still open and no one helping clear any of this up!!

  Business Response

  Date: 11/18/2024

  Upon communication with the Elkhart property ****** ******** account is now closed and has a zero balance. We do apologize for the delay - we did need to investigate the vehicle that was parked in the parking space that was assigned to ****** ****** and that took some time to confirm that the vehicle did not belong to her. Thank you.

  Customer Answer

  Date: 11/18/2024

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/05/2024

  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.

  Filed to vacate the unit and have **** take possession of the remaining contents of the unit and auction it off as is there process. Removed Auto pay from the account and no autopay has been on file, still have charges coming out every month. This is after calling and negotiating a lower rate for several months and never having the $47 rate applied (Around March I called, or April) I placed a ****** review, in exchange for a lower rate. Regional manager never followed through. At this point, I do not believe this should impact my credit and I would like the erroneous payments returned as they were taken out without my permission. I have my most recent emails I will be uploading.

  Business Response

  Date: 11/13/2024

  On July 24th we were notified of Mr. ******** wish to end use of their storage and let it go into auction. The tenant has left multiple items in their unit and their unit has a lock on it. The tenant received a letter that is automatically sent out by our system when a "Schedule to Vacate" is entered into our system. The email screenshot that Mr. ****** provided from 7/24/24 is said automated email. We need the tenant to sign the "Notice of Abandonment" form that was sent to the tenant, and sent again on 11/4/24. The property manager has reached out to the tenant multiple times to explain this but the tenant will not return our calls. As a customer courtesy we advised the tenant that we could dispose of the items for him, but he would need to sign a form that specifically states he is relinquishing his items to SROA to be dealt with as we see fit. The tenant has yet to sign the letter of abandonment which means legally we can not remove the items from the units, but also that he would remain as the occupant in the unit until the unit was returned to **** in the way it was received, which is 100% vacant with no items occupying the unit per his lease. 

   

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22517298
  
  I am rejecting this response because:
  SROA never provided proof that they have sent the forms to release the unit before Nov. 4th. We have signed the Nov. 4th letter and turned it over to them as of end of November. 
  
  We removed autopay as of July, through the online system. The District manager, confirms that the autopay was manually removed in November, but cannot show that the online system had the removal processed. This is a significant failure of tenant management and tenant management software on their part and my credit card was charged without my permission, illegally. At this point, I am still waiting for a refund of the $236 for August, September, October and November rental payments.

  The paperwork has not been proven to have been sent properly. If **** can provide a date and time stamp of that email, Id be willing to drop further litigation. The threat of going against my credit for a few months outstanding rent does not bother me and the company may proceed that way, but I will be perusing them for wire fraud if we cannot resolve the issue of the canceled autopay method.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/09/2024

  Thank you for your feedback. We have verified that the signed document needed to vacate the unit was received on November 28, 2024, allowing us to move forward with the process. The property manager has been advised to remove the lock so the unit can be vacated. Our District Manager spoke with you in late November and mentioned per the lease agreement, units must be returned in the condition they were received, which includes being emptied of all items and having the lock removed. While we offered assistance with disposal, the necessary documents were required to proceed, and those were received late November. Regarding AutoPay, our records indicate no system note or request to remove AutoPay prior to an escalation through the call center in November. At that point, AutoPay was removed the same day. We believe this resolves the matter in compliance with our policies and procedures.

  If you have further questions, feel free to reach out.

   

  - The **** Team

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22517298
  
  I am rejecting this response because: While I submitted the legal paperwork, I never received confirmation that SROA had sent that paperwork prior to November, despite making it clear we wanted to cancel previously. A step was missing from SROA, and they haven't provided a date yet that they sent the paperwork. So, August - November is erroneous in charges. Whatever they try to come up with as due after November, is on them, and while they can't show the auto pay was canceled, I did cancel it through THEIR system. That sounds like, I the consumer did everything in my power to cancel and go to auction in July. They need to reimburse me for *********************************************** ******

  Business Response

  Date: 12/12/2024

  Thank you for reaching out and sharing your concerns. We understand the importance of addressing this matter thoroughly and empathetically.
  Per the terms of the lease agreement, tenants are responsible for leaving their unit in the same condition as when it was rented, including ensuring it is emptied and locks are removed upon vacating. At the time of your departure, our records indicate that the unit still contained items and was locked. Additionally, we were unable to proceed with auctioning the items or manually remove the AutoPay feature without the proper legal documentation. Once we received the signed Notice of Abandonment form, we promptly processed your move-out, as required by our policies.
  We also reviewed our records, which do not indicate a prior request to remove AutoPay before the escalation through our call center in November. We believe that we have acted in accordance with our policies and procedures in resolving this matter.
  We truly value your feedback and regret any frustration you may have experienced. Please feel free to reach out if you have further questions or need clarification.

   

  - The **** Team

• Initial Complaint

  Date:11/04/2024

  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.

  Accidentally overpaid my storage rent by 1 month using their web based payment system. I immediately realized the error and contacted them immediately, I was assured by their customer service person that it was not a problem, they would forward it to a district manager and I should see a credit on my card in ***** hours. Since that day I have re-contacted them 8 times in three weeks, everytime with the same assurance that it was being escalated to a district manager and they would contact me and resolve this in ***** hours. It has been three weeks and I still have not been contacted. Their customer service model does not allow the agents on the phone to make adjustments to the accounts, hence the escalation to a district manager, and they will not let me communicate directly with them, just file an escalation and wait to be contacted, which never happens. I am beginning to think this is a purpose built system to insulate manager access and force frustrated customers give up pursuit and to avoid having to pay out legitimate refunds.

  Business Response

  Date: 11/07/2024

  Our District Manager spoke with the tenant regarding the accidental overpayment and has submitted the refund request today for approval on their behalf. Once approved we will be sure to update the tenant.

  Customer Answer

  Date: 11/07/2024

   
  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, provided they do what they say they are going to do, mail a refund within 6 weeks per my cobveration with the property manger. If not I will file another complaint.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a storage unit from the predessessor company, E Z Self storage on 6/6/17, receipt #***,507 with a 6 month charge of $525 and a deposit of $45. I emptied and cleaned the unit this summer, and notified the company that I was terminating the contract. I allowed time in August and September to receive the refund, but it never came. In mid-September, I contacted the company and was told that the refund was processed on 9/4/24. I have not received this deposit refund, I have called the company twice since without resolution. The unit was cleaned thoroughly, and there has been no comment about any issue creating cause to deny the refund.

  Business Response

  Date: 11/13/2024

  We have contacted the District Manager on behalf of Mr. ***** The District Manager has informed us that refund was approved a month ago and we are currently awaiting an update on the check status from our ******************** We will keep checking in for an update so that we can provide Mr. **** with details on the *** for the refund. This is currently being worked on and we do apologize for the delay in getting this out to Mr. *****

  Customer Answer

  Date: 11/14/2024

   
  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.
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 12/02/2024

  Good morning!  

  As of today, I have not received my security deposit, nor have I had any reply from the company.

  Your continued assistance and follow-up is much appreciated.

  Let me know if you learn anything.

  Regards,

  ******* ****

  Business Response

  Date: 12/09/2024

  We sincerely apologize for the delay in resolving this matter.
  I want to assure you that our District Manager has already contacted our ********************* to inquire about the status of your security deposit check. As soon as we receive an update, we will notify you promptly.
  We appreciate your patience and understanding as we work to resolve this issue. Please dont hesitate to reach out if you have any additional questions or concerns in the meantime.

   

  _ The **** Team

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22509893
  
  I am rejecting this response because: I have been hearing exactly this since last summer.  This complaint should not be closed.  SROA needs to stop promising and start delivering.
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 12/10/2024

  $45 Check arrived today, thank you for your help!  Please consider this matter closed.

• Initial Complaint

  Date:10/31/2024

  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 rented this space 2 years ago from another company. **** bought out the original company 6 months ago. We had no problems with the prior company. I went to retrieve my stuff from the unit about a month ago to move into a new house and all my stuff was infected with rats and maggots. My couches, mattresses, clothes, washer/dryer, and everything I owned had been ate through and urinated on by rats. We found 3 dead rats in the unit covered with maggots. When we reached out to the Storage unit, we kept getting the run around. Upper management was of no assistance. We were offered $500 for our damages, not enough to cover any of the items damaged. We were promised by the upper management/corporate that they would review the claim with an executive board. After a week of NO response and calling repeatedly, we got a call from an assistant with $500. It's been over a month and I still haven't received a call from the regional manager. I highly recommend YOU DO NOT USE STORAGE RENTALS OF AMERICA. THEY DO NOT EXERCISE PROPER PEST CONTROL POLICIES. MAKE SURE YOU READ YOUR CONTRACTS BECAUSE THE STORAGE UNIT WILL DO EVERYTHING TO NOT COVER DAMAGE CAUSED AT THEIR FACILITY.I would like a my damages to be covered

  Business Response

  Date: 11/08/2024

  Our team has reviewed the claim for the tenants items based off the insurance policy they have. Our ***************** has contacted the tenant to discuss her claim.