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

  120 IN-8 Kouts, IN 46347

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  Storage Rentals of America

  2031 W Mishawaka Rd Elkhart, IN 46517

• 

  Storage Rentals of America

  2421 Cassopolis St Elkhart, IN 46514

• 

  Storage Rentals of America

  701 Middleton Run Road Elkhart, IN 46516

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:07/26/2024

  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.

  7/14/2024 - I drove from my residence in ************** ** to retrieve items in a storage locker which at the time was owned and managed by RedDot Storage - After 5 hours of driving I get there and the gate is broken. I contact ******, their supervisor says I will be compensated by receiving one months free rent (Normally Due 7/18)7/25/2024 - I am notified RedDot has sold the facility and it is being taken over by SROA 7/26/20224 - I am notified that I am past due on my account, and access will not be granted to the unit. I have called repeatedly, have been lied to and given the run around, because they dont want to honor the agreement that I had with the previous management company. I was told on numerous occasions today that a manager would call me back in 30 minutes, an hour etc and that never happened.I need to access this unit so I can get my things and MOVE OUT. As I am now living out of state.

  Customer Answer

  Date: 07/29/2024

  It has now been 72 hours and I still have not received my promised call back from a manager regarding my situation - The customer support line is no help.

  Customer Answer

  Date: 07/30/2024

  This has been satisfactorily settled with the business. Can we delete the complaint?

  Business Response

  Date: 07/30/2024

  Based on a conversation with our District Manager, he has been in contact with ****************. Based on this conversation, the situation has been considered resolved and that the customer is satisfied with the new outcome.

   

  Customer Answer

  Date: 07/30/2024

   
  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:07/23/2024

  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 signed a lease agreement with SROA on June 24th to rent one of their units. On July 2nd, I received an email from the property manager stating that my contract was being terminated because I was falsely accused of a vandalism that occured between June 22nd and June 24th. I had not even stepped onto the storage facility at all. I spoke to the property manager that same day and she only mentioned that they have a black truck on surveillance footage. I do not own a black truck. The employees that witnessed the conversation also said things like "She's just mad because she got caught this time...". At no point were police ever called. I offered to bring the police to their office to conduct a proper investigation, but the property manager declined. I called and filed a complaint with their corporate offices. So far, I have not received ANY calls from anyone except the property manager, to which I declined to speak with her because of her rude behavior. I have asked for the district manager and they have refused to speak with me even after three attempts to give them a chance to respond.

  Business Response

  Date: 07/31/2024

  Thank you so much for allowing us to share some thoughts. We first apologize to ****************** for the assumptions based on what we are reading. We partnered with the property manager and have determined that the code in question was being used by multiple people and not by ******************. The District Manager immediately submitted a request for a refund and  you can see that a copy of this form has been attached. It will take a couple weeks for refunding but should be delivered soon.

  Sorry again and we thank you for your time.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22032536
  
  I am rejecting this response because:

  I do not accept your apology for two facts. The first is that you made the choice to have this situation escalated to this level by your lack of response. Secondly, I simply cannot support you believing that issuing a refund restores any amount of my confidence with your company, and its a direct result of your property managers attitude and misperception of me. Her bias towards me, whether because of my race, gender, age or sexual orientation, made me feel like a criminal. I hope you should never have to walk a mile in those shoes, because I was left feeling like I was the scum of the earth. 
  

  So, unfortunately, the most I can do at this time is request a refund. But that doesnt mean I have to accept any apology, or that I have to feel good about any resolution. 

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

  Business Response

  Date: 08/08/2024

  The refund request has been made so he will receive his money.

• Initial Complaint

  Date:07/15/2024

  Type:Order 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 account was paid on July 9th and the manager failed to remove the lock on my belongings until the morning of July 15th. They said they didnt have to remove locks and grant ****** upon payment. That is not stated in the contract they had me sign.

  Business Response

  Date: 07/17/2024

  Thank you for providing us the opportunity to provide insight into this complaint. Our District Manager, ******, was able to speak with the customer this morning. We were told that the conversation was pleasant and an agreed upon credit has been placed on her account. We are going to look into the signage concerns she tabled and order a new sign for the door, if necessary. We hope that the customer is satisfied with this resolution.

  Have a good day!

  Thanks

  The SROA Team

• Initial Complaint

  Date:07/15/2024

  Type:Order 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 had my things in one of the storage units on *********** in ********* **** and paying for insurance for a year. Then all of a sudden my unit had been broken into and my things were stolen. I did file a police report and went through all the steps I needed to for my insurance claim which is not even paying for half of what was stolen from my unit. I have been reaching out an no one has been returning my messages or calls. So I want to know how am I getting paid for my things stolen from me? Why am I paying insurance an who am I paying insurance to and I am not being compensated? Are you all stealing money from the people for fake insurance that we will never get an no ones items are safe at any of your storage units because you all do not care as long as you can get that extra money for fake insurance an people have to go through all this bull just to be compensated for things they have worked hard for. If I have to get an attorney involved I will be suing this whole company for fraud and a number of other things to go along with that. I have done everything I needed to do an shouldnt have to take it this far just to know whats going on. You all are very unprofessional and scammers. I will let the world know this to never rent any type of unit, supplies or anything from SROA because all they want is your money your things are not safe at any location and they are paying for insurance that doesnt exist they dont want to pay what they owe you, but will be looking for their payment each month ********

  Business Response

  Date: 07/15/2024

  Thank you so much for providing us an opportunity to provide insight into this BBB complaint.  The claim was sent to our provider on 6/17/24 and it takes 45 days for a determination to be made which should be 8/1/24. Our District Manager spoke to ********* on 6/17 and advised her of this information. The tenant also emailed our ***************** and the same information was provided to her on *****. We are sorry for the delay in which this takes but hope to have this resolved by the end of the month.

  Thanks

  The SROA Team

• Initial Complaint

  Date:07/12/2024

  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 units at the facility in ********, ******* were broken into and personal items were stolen. It took the company almost 2 months to have the unit repaired. I filed a claim Through their, tenant protection plan. I was told by the manager for the facility that it shouldnt take very long at all for a claim to be processed and paid. I asked her at the time. Would it take about 3 to 4 weeks and she said no it would be faster than that. Couple of weeks went by and emailed her and she told me that time that it would be about 30 days before the would be processed and paid out. We are at 30 days and now shes telling me it will be 45 to 60 days. She refuses to give me any information about the company so that I may contact the insurance company myself, and I keep getting the runaround every single time I inquire about my claim I just want my claim to be paid now This facility has a continuous amount of break-ins. As soon as my claim is paid, I will be moving my stuff out of the facility. The customer service is very lacking and the fact that she refuses to give me any information about the insurance company that Im paying insurance for every month on my unit is very Shady. They are constantly worried about making sure our bills and our units are paid for, yet when its their turn to make sure that were paid out for claims that doesnt happen. When I told that They are backed up and claims to the point where it takes that long to review and pay out a claim, that means the facility has way too many claims to be a good secure facility. Since my unit was broken into in April they have had three other break-ins. Do not rent units from this company Because if you do and you get broken into, they will kick and drag their feet to pay your claim.

  Business Response

  Date: 07/15/2024

  Thank you for the ability to share insight into this claim. We have plenty of information to share:

  On May 7, 2024 an incident report was completed for the break-in.  
  
  As per our instructions no claim information was provided to the tenant until they notified us that they wanted to make a claim.
  
  On May 30, 2024 tenant notified the ** that they wanted to make a claim for the items that were taken. Tenant was given the claim forms to fill out as well as instructions on the additional materials needed.
  
  On June 12, 2024 tenant sent in everything needed except the police report.
  
  On June 14, 2024 tenant sent in police report, and everything was uploaded to the Claims ticket for the Claims Department.
  
  On June 18, 2024 The Claim was assigned to our vendor.
  
  There has been no further activity on this claim other than notes that the tenant reached out to see what the status of the claim was.
  
  The tenant did call the ** about the status and was told it can take ***** days to get the approval and get the money paid out. The tenant requested contact information for the provider and as we are told, we do not give out any information for *******************.
  
  As for the ** stating a timeline for the claim to be processed, the ** has done multiple claims for this property and knows they can take ***** days to process once received by *******************. I am not sure she would provide any information other than that.
  
  Additional information:
  
  The repair of the units did take some time between vendor availability, getting materials and gaining access to the occupied units adjacent to and including her unit.
  
  ****** refused to pay her rent for May & June (which now had additional late fees and a lien fee) because her unit was not fixed. We offered to move her to another unit, but she declined though at one point she demanded to be moved but we had nothing available in her size unit.
  
  With a senior manager's permission, we credited rent and fees and got the tenant current through June 30th.
  
  The tenant still wasnt very cooperative in getting us access to her unit to complete the repairs but eventually, the repairs to the units were completed on 6/12/24.
  

   

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21981351
  
  I am rejecting this response because:

  when delivering the final documents to the manager of the facility that were needed to file the claim, I asked her the timeframe on how long it would take for the claim to be paid out. At that time, she said Oh, not very long at all. I then said approximately 3-4 weeks and she said oh no, itll be much faster than that. Theyve been getting them done pretty quickly because of how many claims theyve Been having to process. I said OK. Two weeks went by. I inquired about the claim. At that time, she said I am being told it could take up to 30 days. I said well that is not what you told me before.   So last week, I inquired again about the claim because it is at 30 days   She said now Im being told 30 to 45 days.  I was also told by another employee/manager that I shouldve received an email from the insurance company. Which I did not and have not as of date received anything from them.  So here I am being told three different things by the main manager. And my defense no I should not have had to pay for those units during the time that they werent repaired because at that point, the lease was not being abided by the facility and/or the company itself.   Why should somebody have to pay for units that Secured by the facility because they have been broken into. That is not the renters fault.  When I went to open the units for the repairs, I had learned that the facility was broken into the night before or the week before again. This facility has so many break-ins and they will not do anything about it.  And it seems like they drag their feet and lie when it comes to claims.   If the manager has filed numerous claims for this property, then she shouldve told me from the beginning it takes 30 to 45 days. But she did not she indicated to me it would be less than three weeks, Then told me it could take up to 30 days. Up to 30 days. Then the third time  30 to 45 days.  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/16/2024

  We are sorry if you were provided incorrect information. While we want our claims to be resolved as quickly as possible, the appropriate timeframe to follow is ***** days. We understand that this could be frustrating and leave the customer in a state of limbo for that timeframe. However, we continue to follow up with our Claims partner regularly to ensure that the steps are taken and that a resolution can be met within that time frame. We feel confident that the customer should be receiving the claim response/outcome relatively soon. Sorry that I can't provide an exact day other than that window.

  Thanks

  The SROA Team

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21981351
  
  I am rejecting this response because:
  Its not an acceptable resolution as I was lied to three different times.   I want my claim paid so I can remove my stuff from this facility and be done with this business.  Should not take this long for them to pay out this claim. They are purposely dragging it out so they dont have to pay it   
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/19/2024

  We understand the frustration, but as we shared, the ***************** will let us know by August 2nd.

   

  Thanks!

  The SROA Team

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21981351
  
  I am rejecting this response because:

  it is not acceptable.  It shouldve been paid by now. This is your own companies insurance that we are required to pay. You guys expect your money every month, on time, on your units.  This has been a huge Loss and inconvenience for me.  I was lied to three times regarding this claim   There is no reason for it to take 45 days. Your company is only dragging their feet so they dont have to Pay out the Claim.  It needs to be paid out immediately.  Not in August. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/23/2024

  We are sorry that the ************** we work with have this as a set timeframe for a return of funds. This is pretty standard in our industry and there is no reason for the customer to feel that we are trying to get something over on her. IT will just take the necessary time for it to be reviewed and paid out.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21981351
  
  I am rejecting this response because:  still unacceptable.  Especially after Manager of the facility for this company lied to me three times about the claim. ***************** that you work with is your own insurance company, at least thats what the manager of the facility told me. So Im sure that it is very possible for the claim to be sped up and paid out, to compensate for the inconvenience and stress that the robbery has caused me, then the lack of honesty from the facility manager.  If it takes the full 45 days then just be honest with people and say 45 days.  Dont tell people a couple of weeks, and then the next time tell them up to 30 days, and then the next time say 30 to 45 days. If the timeframe is 30 to 45 days and theres no reason why it Couldnt have been done at the 30 day ***** Thats why I feel that this company is just prolonging it and dragging it out.    I just want my claim to be paid now and everything completed so I can move my belongings to a safer and more secure facility.  

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

  Business Response

  Date: 07/24/2024

  SROA has responded that we cannot change the dates for the claim to be approved. The date provided by our ***************** was communicated and stands. We apologize that this does not meet the expectations of the customer and can understand the frustration. This predetermined timeframe is standard and again has been communicated to the customer.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21981351
  
  I am rejecting this response because:

  this is still unacceptable. Your company lied to me three times and are still lying to me. Im not asking to change the dates.  ************ told me 30 to 45 days. We are in that timeframe so the claim can be completed now. Theres no reason it should take the full 45 days and theyre doing it on purpose. You tell me 30 to 45 days after lying to me twice before that About my claim.  Again, if it takes the full 45 days, you should tell a person that not give them a timeframe of 30 to 45 days.  Because of all this now youre doing it on Purpose and  That is not very professional at all.   The claim is sitting at 40 days, well, within the 30 to 45 days. Just pay my claim now   ************ is caused me enough stress, frustration, and anguish because of this robbery and lies by your company   

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

  Customer Answer

  Date: 08/03/2024

  The company said my claim would be paid out by August 2nd, which is 45 days.  It is now past the 45 days.  All this company has done  is lie about this claim and the handling of it.  I WANT my claim paid out NOW!!!!!!!   

  Business Response

  Date: 08/12/2024

  Hopefully **************** has received the claim or has been in contact with our offices. We ask that she review if she has received it. If not, please call our offices again and we will get our ***************** on this right away.

   

  Thanks

  The SROA Team

• Initial Complaint

  Date:07/02/2024

  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.

  The business that I am filing this complaint about is called Storage Rentals of America. This complaint is specifically towards the *********************** location, which is where my belongings were stored at. The address for that location is ( ******************************************* ). And I moved my belongings into unit 0375 on 6-26-23.I was paying $81.84 monthly for the unit up until 12-31-23. By this time I had paid the company a total of $547.68. When I went to check on my belongings during the month of December, thats when I noticed that some of my things were covered in rat f**** and rat urine. I considered removing all of my things and storing everything with a different company, but the office manager for this location named ***** apologized to me for the inconvenience and recommended that I filed a claim for the things that I ended up having to throw away due to the rat infestation. ***** also helped me to move the remainder of my belongings that didnt get damaged to a new storage unit in which he promised that my belongings would be ok and that something like this would never happen again. I ended up filing the claim and the company gave me atleast half of the amount that I had asked for due to not submitting enough photos as evidence. My belongings were moved to unit 0332 and I was paying $58.10 monthly up until 5-30-24. By the end of May I had paid a total of $290. When I went back to check on my belongings on 5-1-24 , I could immediately smell the rat f**** and urine before even opening my storage unit door. When I opened the unit, I noticed that all of my things were covered with rat f**** and urine once again. This time around the infestation was so bad that I ended up having to throw away every single item in my storage. Once again, I had to file another claim with the company, except this time I made sure to take as many pictures and videos as I possibly could. Please find the rest of the description below under (account/order). Ran out of space.

  Business Response

  Date: 07/09/2024

  Thank you very much for allowing us to respond to this complaint. The tenant did indeed file two different claims for individual units at different times as she described. The first claim for unit 0375 was paid out for $418.26. (INCL-8874) The second for unit 0332 was to be paid out for $120.00 (INCL-11250). The tenant is upset with the determination from the ***************** for the second. She has corresponded with the *****************, and was told that the $120.00 would be what we are able to pay for cleaning/sanitizing the items. She is wanting to dispute this and get back the full value of the items shes claiming got damaged. During the first claim, the pictures did show clear damage to the items, the pictures the tenant sent in the second time were many in quantity, but did not show there was actual damage to the items.

  Based on the results of from our *****************, we considered this matter closed.

  We apologize for the issues this caused, but feel that based on the claims, that we acted in good faith.

  The SROA Team

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21930292
  
  I am rejecting this response because:

  
   I did not find the businesses response as satisfactory. I included a picture attached to this response to show an example as to why I am rejecting to accept the businesses offer. As you can see in the picture, my clothes had been chewed up by rats and infested with rat f**** and urine. This happened to all of the clothes that I had in bags and boxes that I had to throw out.  I ended up having to throw out about four large garbage bags and five large boxes filled with clothes. The amount of $120 that the business is offering me to purchase cleaning supplies will obviously not fix this issue because all my clothes got chewed up. And obviously for the items that cant be cleaned because of size or the type of item like my dresser and flat screen tv , I had to throw away as well because my dresser couldnt be cleaned, and I know this now because I attempted to do so. And my tv wasnt working when I plugged it in so Im assuming it was damaged by either rat urine or maybe they go to the wires. These are just a few reasons as to why I reject the claim amount that the company is offering. I need the company to pay me out enough money to replace my dresser, my 55inch smart tv, and all my clothes that I had to throw away at least.  Ill be satisfied if the company atleast takes responsibility for those things, if not all of it. I would like for this matter to be escalated to someone higher up if necessary, and if the company deny to provide coverage for these things, I would like to proceed in taking the company to court in regards to this matter.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/23/2024

  The tenant did indeed file two different claims for individual units at different times as she described. The first claim for unit 0375 was paid out for $418.26. (INCL-8874) The second for unit 0332 was only going to be paid out for $120.00 (INCL-11250). The tenant is upset with the determination from the claims department for the second. She has corresponded with the claims department, and was told that the $120.00 would be what we are able to pay for cleaning/sanitizing the items. She is wanting to dispute this and get back the full value of the items shes claiming got damaged. During the first claim, the pictures did show clear damage to the items, the pictures the tenant sent in the second time were many in quantity, but did not show there was actual damage to the items. When the issue was first discovered for unit 0375, we transferred her over to a new unit located away from the previous one in case there was an issue in that specific area.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21930292
  
  I am rejecting this response because:
  Based on the response that I have read over from the business, they stated that, for the second claim that I placed with them, the photos I submitted didnt show actual damage to my items however with the previous claim that I had did with the company for the same issue, my items showed the same exact damage as they did the second time so I dont understand why the business was able to pay me out for the first claim with the same exact damages but for this claim theyre refusing to pay me out when my items had the same exact type of damages. With this claim however, my items had more damage than they did with the first claim that I had submitted with the company. So the response doesnt make any sense at all when my personal belongings received the same type of damage. It seems as though the business is just trying not to pay me for the second claim that I submitted just because theyre losing money. And the response provided by the business, they also stated that they moved my belongings to a completely different unit after the first complaint, hoping that my items would be safe in the new unit, but obviously that was not the case because my items ended up getting damaged by feces, urine, and was bit through by rats. If the business cannot provide me with a factual response as to why they arent covering the damages to my items this time, then I expect the business to pay me out for all of my belongings that had to get thrown away because of their lack of cleanliness. If the business cannot do so then I will have to plan to escalate the issue and take them to court if needed. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/25/2024

  Good morning! We are at a loss of what we can do as you continually send this back as a rejection. We shared that the date of the claim should occur in early August 2024. We understand that this is not good enough, but continuing to come back to us to respond is not changing the date of the claim review/payout. We again ask that you close it and if at the time that the claim is supposed to be paid, and it is not. Then come back to us please.

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/2021: Rented storage unit at Genes Rd 8/2022: Notified via email SROA acquiring *********************************************** 9/29/23: Received a "move out" receipt email in ERROR. Called 800# and then property manager (PM) to resolve the error. Lock & property remained in unit. PM reassured us the error was corrected & lease was not terminated.4/25/24: Husband discovered no automatic withdrawal payments had been taken out since 9/2023. Immediately drove to unit to find lock removed & unit was tagged as available for rent. Tried to contact someone through 800# but no success.There had been NO attempts at communication by **** when their records indicated our unit was supposed to be vacant (because the correction we were told would happen never did) but a lock still remained. All contact information associated with that unit number has always been correct (phone, email, & address). This appears to be a violation of MN SS ****** ABANDONED TANGIBLE PERSONAL PROPERTY. (The timeline between the 9/29/23 email and when our property was taken was less than 6 months, & no communication attempts were made).4/26/24 (am): Called 800#, spoke to customer support, escalation ticket sent to PM, told they would call. No call back, unable to reach PM. Called 800#, requesting higher management, escalation ticket sent on to District Manager **** ********** Manager (RM). DM called husband, had no info about the situation, stated he would contact PM & check records, stated "this has never happened before" & "assumed the wrong unit was vacated out", would "do whatever we can to make it right", stated it is common for people to leave items behind ("surrendered goods"), vacated unit with surrendered goods- cut off lock & look for contacting info of the property owner. 5/1/24: DM reported all property had been thrown/donated as of mid Feb 2024, DM asked for a list of items & values, it is impossible to recall all items previously stored & assign values to irreplaceable sentimental items.

  Business Response

  Date: 06/28/2024

  The details of this case are that *************************** (the Leaseholder) was allegedly inadvertently moved out of the **** System back on 9/29. As you will see via the account notes, there was no contact between *************************** or **** for apprx 7 months until the CC fielded a call on 4/26/24. At this time ******* said his unit was empty. After investigating the unit history, we found that the unit was listed as unrentable for 5 months until the items were eventually removed in February 2024 to get the unit back online.During this time, we received no communication from *************************** about his unit, rent not being paid or any information additional regarding his **** account. It appears that we disposed of the unit assuming it was abandoned goods and now ******* is stating the items were not abandoned. Over the last 2/3 months we have had several correspondences by phone and then eventually email with the Kulvers as they eventually requested to only have contact through email. During this time, we have repeatedly asked for value to be placed on items, links to like items, pictures or receipts so value could be assigned,and we could move forward with what would most likely be an insurance claim.The Kluvers have failed to provide any value and continue to bring up personal belongings where value cannot be placed. We have yet to reference the lease section 7. Where it clearly states;  The Occupant agrees that the Space is not appropriate for the storage of jewels, furs, heirlooms, art works, collectibles or other irreplaceable items having special sentimental or emotional value to the Occupant and Occupant agrees not to store said items. Occupant hereby waives any claim for sentimental or emotional value for the Occupant 's property that is stored in the Space or on the Facility.

  Customer Answer

  Date: 07/02/2024

  Attached you will find the cell phone records indicating the phonecalls made on September 29th, and all email communication.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21908901
  
  I am rejecting this response because:

  We will not be gaslighted.

  We discovered the error in the system through the emailed move out receipt on September 29 and immediately began calling to bring it to SROA's attention and have it corrected. **** mysteriously doesn't have a record of the calls from that evening but our cell phone records clearly state the times the calls were placed, to which numbers, and the duration of the calls. {See enclosed ******* records}

  In addition, calls made to the call center are recorded, and yet the recordings are also nowhere to be found.

  The evening of September 29th, after speaking directly to a property manager, we were assured the error would be corrected and our lease would continue; however, SROA management's negligence resulted in our automatic payments being stopped unbeknownst to us, and the eventual disposal of items that were to continue to be stored and secure.

  There were NO communication attempts when SROA's property manager discovered a discrepancy in the system and a lock remaining on the unit (which again had supposedly been remedied). No phone calls, no emails, no letters. Rather than initiate contact with the most recent lease holder and investigate, SROA let 4.5 (Oct- mid Feb) months go by as their system listed the unit as "unrentable" and eventually took it upon themselves to cut the lock and dispose of property they ASSUMED was "abandoned goods"; property that if SROA would have investigated, they would have learned it was not theirs to dispose of.

  No contact was made from the lease holder for those 5 months because they were told everything was fine moving forward after the September 29th phone calls. The lease holder also never provided any statements to SROA in regards to vacating the rental unit. Automatic payments were in place and been taken out regularly; therefore there was no need to question the security of the items stored. If SROA would have initiated contact to investigate, the lease holder would have worked collaboratively to ensure the continued rental and storage moving forward. The lease holder's discovery of the unit being empty was completely by chance when he happened to review his bank account records and notice payment had not taken out, and physically going to the site to find it with a rentable tag.

  A general list of items has been provided previously, but in order to make the most complete and accurate list of personal property and replacement values, a significant amount of time is needed. The DM has not received the list as of yet but it has been started and will be completed and submitted on or before September 30, 2024.

  In addition to the full compensation for our property, we seek to have all rent paid refunded.
  
  Sincerely,
  ******* & ***********************

  Business Response

  Date: 07/08/2024

  SROA has acted in good faith and the tenant is now stating that he will have the itemized list by September 30, 2024. We would like to close this ticket, as this is 3 months from now and the request for items and recovery are well beyond good faith efforts.

  We have explained in detail the actions taken by both us and the tenant. We have acted in good faith.

  Thanks,

  The SROA Team

  Customer Answer

  Date: 07/17/2024

  If we are to agree with closing this complaint prior to our date of September 30 to provide a list of property, if anything else arises is there an ability to reopen or would the entire process have to be done again?

  Is there an ability to continue to keep it open until the September 30th date?

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21908901
  
  I am rejecting this response because:

   

  If we are to agree with closing this complaint prior to our date of September 30 to provide a list of property, if anything else arises is there an ability to reopen or would the entire process have to be done again?

  Is there an ability to continue to keep it open until the September 30th date?

  
  
  Sincerely,
  
  ******* & ***********************

  Business Response

  Date: 07/17/2024

  The BBB is asking us to respond by July 26th and the customer is asking us to keep it open until September 30th. Can't we close this matter for now and if at that date, the customer is not satisfied, he can open another complaint.

   

  Thanks

  The SROA Team

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21908901
  
  We appreciated the response regarding acting in good faith.  The inquiry sent yesterday was not intended to go to SROA as a rejection of the previous correspondence, but rather a point of clarification to the BBB before a determination of how to proceed was made.

  With that being said some additional questions have arisen.  As we are working on our list of items and values, there were several totes of clothing, and shoes.  It is impossible to list all individual items.  We are curious how to address them on our list so we are still compensated fairly of their values?  A set amount per tote?  There were hundreds of dollars worth of clothing per tote and we had them filled based on size ranges.  We also run into that issue with the toys.

  As stated before, it is inevitable that not all items will be remembered.  Does SROA have a plan to address those items in compensation, such as through an additional X amount?

  We will continue to work on compiling our list of items and values that we can recall.
  
  Sincerely,
  
  ******* & ***********************

• Initial Complaint

  Date:06/25/2024

  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.

  Had my stuff in the store unit from November 2023 until May 2024 My stuff got ruined as I took it out of storage I'm getting first and I've had nothing but a runaround about my stuff getting damaged as you can see from the pictures mold and everything these units are obviously disgusting not worth all the money they charge and I'm still not getting my insurance cleaned like I'm just not understanding that $70 a monthJune 1st

  Business Response

  Date: 07/01/2024

  We would love to resolve this matter or at least better understand the situation, but we have been unsuccessful in reaching ************. We have left voicemails on the number we have on file and the second number we have has been disconnected. While we want to be proactive, we ask that the customer please call us back or contact our offices, so we can get a note to the property and the leadership team to follow up.

  Thanks

  The SROA Team

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21902043
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/01/2024

  Sounds like you were in touch with our ***************** and finally our District Manager was able to get in contact with you. I hope that everything is moving now in the right direction.

  Customer Answer

  Date: 07/01/2024

   
  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:06/25/2024

  Type:Order 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.

  When I signed a rental agreement in 2008 for a self storage unit.I had to put down a $45.00 security deposit.May 21 2024 I moved out of the storge unit #C40 in *******,Mn.The contract I signed with SROA states that the terms and conditions will not change from my previous agreement.I have been in contact with a ************************* property manager .She told me it shouldn't be a problem getting my refundback.Another story she told was that it has to go through the Division Manager.Another one she said it is a process.I feel I am being lied to and led on.All through the time I have rented this unit I have alway been on time with my payments.I left the unit clean and swept out.Recently SROA has been raising my rates roughly$480.00 a yr They were charging me $188.00 a month for a 10x22 unit.The online price for this was considerably lower than what I was payin..I feel I deserve my refund.There is no interest that I know of on this.Also on the original contract with **'S It says that people that do autopay geta $15.00 credit.Which I did not get with SROA.Their e mail ***************

  Business Response

  Date: 06/26/2024

  We are sorry that this request for a refund is taking longer than expected. It has been approved by our Field Operations leaders and is awaiting final AP/Accounting approval. The original request was opened on May 20, 2024 and required follow up, so it was sent back to our field team. Nothing wrong other than a coding error. This caused it to be delayed and again should be in his hands within the next ***** days. Our apologies for this.

  Thanks

  The SROA Team

• Initial Complaint

  Date:06/24/2024

  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.

  The *****************, ******** location of storage rentals of America made a written agreement about settling my balance and vacating my unit, and paying in full, which I did in the last days of November 2022 and I was out by the expected date of December 1, 2022. To settle my account, she was weird and insisted that I pay in cash. The manager instructed me to go to the bank and get cash instead of putting it on my card where it would be documented. She told me that this would relieve me of all responsibilities or debts owed to the company so long as I vacated unit by December 1, 2022. I was out in time and I made the payment in full and I have a typed receipt and statement saying that in making my payment and vacating, it would absolve all debt and Id be settled with their company. However, nearly two years after I paid cash to settle my account, their corporate company sent debt collectors after me in the sum of approximately $650. Im thinking the manager of the local branch fraudulently took the money or corporate is trying to pretend like theyre still owed the money. Fortunately, like I said, I kept the paperwork. I am willing to take this to court . This is absolutely unacceptable. I took off work just to make sure I was out of my unit in time. But the cash demands seem very suspect in hindsight. I can provide the receipt if thats necessary as it verified I had paid and had settled my account and there would be no further issues. When I called my local storage facility when I realized that I had a debt collector coming after me, The woman got very nervous and said that corporate decides what they want to do even though we locally had agreed on that arrangement (which is absolutely false). She said she would call them to make it right and would call me back but never did. I am not going to pay for something I already paid for. Ive had no luck getting in touch with the company. She has the file but refuses to produce it, claiming corporate wouldnt allow it?!

  Business Response

  Date: 06/24/2024

  Thank you for allowing us to respond to this complaint. We have been in contact with the tenant and advised her of the necessary steps it requires to resolve this matter. Based on this conversation with our Regional Manager, we feel that this matter is now closed. Again, our apologies for it reaching this step, but glad that the end result has a mutually agreed upon resolution.

  Thanks,

  The SROA Team

  Customer Answer

  Date: 06/26/2024

  I did speak with the gentleman that called me but I want specific written confirmation that they are going to contact the debt collector that was given my information. This has damaged my credit score significantly so I would also like in writing that they are taking all the steps to remove ALL negative history associated with this debt collection on my credit report. When that has happened, Ill accept their response. Otherwise the message they sent seems vague and doesnt directly state what conclusion we reached. They admitted they have the paperwork that states I paid in full and vacated in time and that it never should have been sent to the debt collector. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21891645
  
  I am rejecting this response because:
  They failed to contact the debt collection agency they mistakenly sold a debt that didnt exist. They havent rectified this two year damage to my credit report. The response was vague and didnt state what he promised on the phone. He acknowledged verbally that he could see my account was closed in good standing and full payment was made and my unit was vacated by the established date. This has gone on two years. I just checked two separate credit apps that monitor things like this and there has been NO CHANGE to the collection account that exists because Storage of America sent my account to a debt collector even though they were paid in full. Moreover, their response indicated that we reached a solution and that it shouldnt have been there but didnt say anything about what theyre doing to rectify TWO YEARS OF DEROGATORY REMARKS that has monumentally destroyed my credit score. I never received a call back from him, as promised. Just the message on here that said nothing conclusive. This truly is a scam. They sold a debt that wasnt owed to them to a collections agency and wont do anything to make sure that collections agency is notified and forced to remove ALL 2 years of negative marks on my credit score, then it should be wiped from my credit report entirely BECAUSE THE **** ISNT OWED. They flat out admitted that to me on the phone when they called after I filed my complaint. Im going to pursue legal action if they dont do what theyre legally obligated to do since this is fraudulent business practices. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/28/2024

  Good day! We can understand the impact that this brought about. However, the follow up was just yesterday and our team reported this error on that same day. It might take a couple of days to begin showing up as being removed. While we hate to ask her to be patient, she will need to provide us greater than 24 hours to have this reflect. We have taken action and hopefully by July 1st, she should see this begin to show up on her credit report.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21891645
  
  I am rejecting this response because:as of July 1st there is still no change to my credit report and collections is still not aware that this was not a valid debt. Im in the process of disputing through Experian and it seems as though I C Systems to whom the debt was sold is unaware of the claims made by SROA. Can I please receive something writing that states that this wasnt accurate and that youve taken the steps to notify the collections agency so itll be removed from my credit report? I dont understand why ** being fighting something thats damaged my credit for two years due to an error on the companys behalf.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/01/2024

  I know that we shared July 1st, but I was wrong in that assumption. For that I am sorry. It might be closer to mid month, as it depends on how the credit bureau takes action.

  So sorry!