Complaints

This profile includes complaints for SmartStop Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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SmartStop Self Storage has 5 locations, listed below.

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  SmartStop Self Storage

  5688 E State Road 44 Wildwood, FL 34785

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  SmartStop Self Storage

  11203 US-301 Oxford, FL 34484

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  SmartStop Self Storage

  175 S Rolling Acres Rd Lady Lake, FL 32159-5033

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  SmartStop Self Storage

  1071 Marshall Farms Rd Ocoee, FL 34761-3331

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  SmartStop Self Storage

  2200 Coral Hills Rd Apopka, FL 32703-7906

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  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 signed up with US Storage in February. I was offered a two month half off promotion and told March I would receive half off and then pay full payment in April. I never received the promotion. I called March 1st trying to find out why I was being charged full price. They merged with Smartstop Self Storage. Ok, i get it, things change and merge and sometimes things like this fall through the cracks. I am assured by the lady at the front that I will receive a credit added to my account next month or receive a refund. A month passes, I am once again charged full price, I call again asking why I was not given the promotion. They send me to someone else, who doesn't seem to know anything. He said he needs to reach out to his boss by email with my account information. Not wanting to fall through the cracks again, I ask to be attached to the email. He says he can't attach me to it then hangs up. I call again, April 30th to be sure I get my two month half off promotion. I am once again told the same thing. He has to email his boss about it. I told him that he told me that last time, what happened to that email? He isn't sure why his boss didnt email back. So he can't tell me anything, and I still haven't received my two month half off promotion. At this point, Im furious and contemplating going to a different storage unit that knows what they are doing

  Customer Answer

  Date: 05/05/2025

  The problem has been resolved. The business contacted me directly and gave me the promo. 

• Initial Complaint

  Date:02/15/2023

  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 am the CFO of Villages Honor Flight, a 501(c)3 organization, which honors military Veterans by flying them to Washington D.C. at no personal cost, to see their monuments and be so honored. Because the honored Vets are older, wheelchairs are required when in D.C. We store those wheelchairs in a local warehouse.
  
  In order to secure the least cost warehousing, we pay for the next year in advance, which entitles us to a free month. Our last payment made to 44 Self Storage, paid us through the end of December 2022, for which I have documentation. During the interim, 44 Self Storage was purchased by SmartStop.
  
  During mid-Dec, I called SmartStop to confirm that we were paid through the end of Dec 2022, and asked what was owed for Jan 2023. I was told (separately by each of Dianne, Alyssa and Leann) that I was paid through the end of Dec, and net of a small credit balance, I owed $146 for Jan, which I paid via credit card. I was also asked to allow my credit card to be used for future month payments, which I did.
  
  However, during early January, I noticed that my credit card was charged $286. I immediately called SmartStop and Erica told me the charge was in error and should have been made for February. But, then I received an invoice for Febr saying $286 was still owed.
  
  I immediately met with Michelle, the Warehouse manager, and showed her all of my records. She initially agreed there was an error, as I had been charged twice for January.
  
  However, today, Michelle called to say SmartStop was now refusing to honor my prior written arrangement with 44 Self Storage, and that all of the several SmartStop people I previously spoke with were in error. SmartStop is now going to keep the $146 that I was told and paid for Jan, was really for Dec, and the $286 that I was told and paid for Feb, was really for Jan, and I now owe another $286 for Feb.
  
  I believe I have already paid for February. At a minimum, the $146 should be a credit, as I owed nothing for December.