Complaints

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

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  Store Space Self Storage

  330 E Crown Point Rd Winter Garden, FL 34787-2998

• 

  Store Space Self Storage

  950 Phenix Ave Cranston, RI 02921-1122

• 

  Store Space Self Storage

  51 Broad Ave Fairview, NJ 07022-1559

• 

  Store Space Self Storage

  1030 S Erie Blvd Hamilton, OH 45011

• 

  Store Space Self Storage

  6250 State Road 64 Georgetown, IN 47122-9141

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:06/11/2025

  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.

  On the week of May 1st I called asking if there could be a possible refund and cancellation on my $80 deposit for a storage unit I had booked hours before as I would no longer need it. The woman on the receiving end of my call dismissed me and said that she would have to check in with her superiors and would give me a call, at the very latest, by the next day. The next day no call arrived. So I called again, and she told me to be patient and she would, with great confidence, call me by the next day. No call arrived, so I called them again. This persisted for about a few days when a man picked up my call on May 5th, apologized for the confusion, and assured me that my account would be canceled and my refund would be processed within 2-3 weeks. I thought that since this man spoke with authority surely everything would be resolved. I was wrong. On the 16th of May I received an email from Store Space requesting that I pay around $150 by June 1st. I was very surprised, and the beginning of my summer was ruined. I called again, and a man named *** again assured me that he would cancel my account and the refund I had made weeks ago would be processed. This was weeks after I was promised that my account had been canceled. I took his word (naively), and rested easy for a couple of ******** had been well over 2-3 weeks since I had been promised the $80 refund at the beginning of May, so on June 3rd, well past the promised timeline, I called again. The woman (likely the same one from earlier) refused to give me any information and insisted she had to talk to her superiorsagain. She was rude and dismissive of my concerns. On June 6th, ******* told me the refund shouldve already been processed and promised a callback in an hour, which never came (as expected). I called again that day before closing and got no answer.I updated my payment method online today due to a new card but couldnt bring myself to reach out again, fearing yet another endless cycle.

  Business Response

  Date: 06/12/2025

  Hello Ms. ************ hope this email finds you well. Thank you for bringing this matter to our attention, and please accept our sincerest apologies for the inconvenience and frustration caused by the delays and communication issues regarding your refund and account cancellation.
  We have thoroughly reviewed your account and are pleased to confirm that a refund of $81.44 has been successfully processed to the credit card ending in 1215. You can expect to see this amount reflected in your account within 5-7 business days. For your records, we have attached a refund receipt to this email.
  If you have any further questions or concerns, please feel free to reach out to me directly, and I will personally ensure your matter is handled promptly. Thank you for your patience, and we truly value your feedback as it helps us improve.

  ***** *****

• Initial Complaint

  Date:06/11/2025

  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.

  Store Space refuses to acknowledge that I have cancelled my unit on several different occasions. The physical store itself won't answer the phone anymore and I have tried repeatedly to contact the "headquarters" which has also lead me nowhere. Every human being I've been in contact with says they have no supervisor and I have to fill out a form online (which I have also done). The company continues to email me saying I have an outstanding balance and threatened to send me to collections. I have dates when I have called the physical store to cancel my reservation, supposedly talking with the manager, never giving me a name as well as dates as to when I have contacted "headquarters" - all with no response.

  Business Response

  Date: 06/11/2025

  Hello ******, 

  I hope this email finds you well. Thank you for reaching out regarding the storage unit at our ****, ** property.
  
  We will coordinate with our local staff to verify the status of the unit. If there is no lock on the storage unit, we will proceed with removing you from our system.
  
  Thank you for your patience. Please feel free to contact me if you have any further questions.
  
  Best regards,

  Customer Answer

  Date: 06/13/2025

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

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE MY BELONGINGS IN STORAGE WHICH GOT RUINED CAUSE THEY HAVE MICE.. THERE IS MICE F**** AND URINE ALL ON MY BELONGINGS. SOME ONE HAS FOOD IN THERE AS WELL IN ONE OF THE OTHER STORAGE UNITS THEY ARE CARRYING IT INTO MINE. I REPORTED THIS ON MAY 31

  Customer Answer

  Date: 06/25/2025

  They sent me a paper to fill out of damaged things I been filled out and sent it to them. They locked me out so I cant go through everything and had mentioned sending everything to auction. I told them im not paying until I go threw the rest of everything majority of my belongings is ruined and thats the last I have heard, but they call every day for a payment. 

  Customer Answer

  Date: 06/25/2025

  They sent me a paper to fill out of damaged things I been filled out and sent it to them. They locked me out so I cant go through everything and had mentioned sending everything to auction. I told them im not paying until I go threw the rest of everything majority of my belongings is ruined and thats the last I have heard, but they call every day for a payment. 

  Business Response

  Date: 06/25/2025

  Good morning Ms. ***************** you for bringing your concerns to our attention. We are truly sorry to hear about the issues youve experienced with your storage unit and the distress caused by the reported pest damage. We take such matters seriously and want to work with you to address this promptly.
  Regarding the pest issue reported on May 31, our records indicate that you have an active claim with our ********************************** which covers losses due to specific incidents, including pest damage. The *** ***************** has noted that theyve requested an Itemized Losses form and evidence of damage to your personal property to proceed with your claim. To help move this forward, wed be happy to escalate your claim for faster resolution. Please ensure the requested documentation is submitted, and let us know if you need assistance with this process.

  On the matter of your request for a free month and compensation, we understand your frustration. However, the storage bill and the *** claim are handled as separate matters. To avoid delays in processing your *** claim, we kindly ask that you address the outstanding balance on your account. Maintaining a current account status will help ensure a smoother claims process.

  Were committed to resolving this for you.

  Thank you,

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23450328
  
  I am rejecting this response because:

  They sent me a paper to fill out of damaged things I been filled out and sent it to them. They locked me out so I cant go through everything and had mentioned sending everything to auction. I told them im not paying until I go threw the rest of everything majority of my belongings is ruined and thats the last I have heard, but they call every day for a payment. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 06/25/2025

  Hello Ms. ***************** you for your response. We understand you submitted a damage claim form, which our ********************* is actively reviewing, provided it has been received. Regarding the lockout and auction notice, these are standard procedures for unpaid rental fees, but we are committed to working with you to resolve this matter.
  

  We kindly ask that you address the outstanding rental fees to maintain your account in good standing while we expedite the processing of your claim. Our team has been reaching out to discuss payment options and ensure your concerns are addressed promptly.
  

  We value your business and are dedicated to resolving this issue fairly. Thank you for your patience and cooperation.
  

  Thank you, 

• Initial Complaint

  Date:06/07/2025

  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.

  Loyalty No Longer Honored I had a storage unit in *********, ** for nearly ************************************************************************* a repurposed 1900s horse stable near the *************. It wasnt fancy, but it was sustainable and full of character. Most importantly, it was run by people who caredlike ******, a longtime manager who knew customers by name and asked about their families.We are a military family, so we need an space to store household items. The website clearly states a 10% discount for active and veterans. Which we have provided proof of. We've also provided proof of renters insurance, but are still getting charged for that as well. That sense of connection is gone now. After two corporate ownership changes, the building is run by Store Space. I have NOT signed a new lease agreeing to any new charges, since 2023. Yet the price went up like clockwork $20 every six months. January 2025, the price had increased $40, then up again every three months, by $20.There have been price, address, and phone number discrepancies in the lease I signed a new lease in 2023, when I upgraded to a larger unit. I hadnt received an increase in payment notice since May 2023, which stated an $11 increase. As of May 31 2025 a new notice of $100 increase effective July 1, 2025. We already pay more than what had been agreed to on the new lease in 2023. I am not asking for a refund, but I am asking for a change in the lease agreement. The lease I've added to the documents, has conflicting dates, and a random person's name who is not part of the lease agreement. There is no amount on the agreement. It reads like a Frankenstein manufactured paper. It can't be legal. I won't sign for that. The local staff, especially ****, is kind and helpful, but corporate refuses to communicate meaningfully. Theyve ignored discrepancies in billing and dont follow their own lease terms.

  Business Response

  Date: 06/07/2025

  Good morning Ms. Vik,

  Thank you for your family's service to our country. We sincerely apologize for any inconvenience you have experienced. In appreciation of your service, we are pleased to honor the 10% military discount, which you rightfully deserve.
  Regarding the price increases, these adjustments are primarily driven by supply and demand as well as storage occupancy levels. We strive to maintain fair pricing while meeting operational demands.
  Attached, you will find the rental agreement for your review. Per the agreement, the Occupant agrees to sign and return the Agreement to the Owner without exception within thirty (30) days of receipt. Please note that, while it is beneficial for you to return the signed agreement to us, if we do not receive the signed agreement in our office within thirty (30) days of receipt, the terms and conditions of the agreement will apply to you and your tenancy as long as you continue to occupy the leased space.
  We are glad to hear that Ms. Lisa has been kind and helpful during your interactions. If you have any further questions or concerns, please do not hesitate to contact us.

  Thank you, 

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23437220
  
  
  Mr. Consalvo,
  Thank you for your response. I appreciate you reaching out.
  I understand the need for supply and demand. It seems too high of a jump, for storage. The price of $378, is over one
  hundred dollars from 2023, with random rate increases more than twice a year.
  Set to go up again in July another $100.
  Notification didn’t come, as stated per the lease with a thirty-day
  written notification. Email and snail mail had not received any indication of
  the price change.
  
  This is the problem. 
  The amount and frequency is not included.
  Under article 4 AutoPay, section h: Tennant agrees to price
  increase.
  
  I kindly request the following:
  We have provided proof of renters insurance, and request
  that fee is taken off the bill.
  Monthly fee of $268/month, and with biannual increase between
  $11-$22
  Military discount of 10% 
  When I move out, I will clean the space, I don’t see a need
  for a monthly fee of $50
  I think this is a reasonable request, and look forward to
  your response. 
  
  P.S. I see Store Space seeks to build a reputation as a company
  that cares about the community. The discounts in Texas, reflect this during the
  hurricanes. Store Space has set another goal of operating 500 spaces nationwide,
  and is well on its way with 200, perhaps more at this time.
  I am curious if Store Space has considered the Green Revolution,
  well under way. Repurpose old buildings as commerce shifts, to spare green
  spaces. 
  
  
  
  Sincerely,
  
  Elicia Vik

  Business Response

  Date: 06/18/2025

  Good morning Ms. Vik,
  
  I hope you're doing well. Thank you for your response. 
  
  I’d like to address your questions here. Regarding the rental increase effective July 1st, we sent a notification via registered email to the email address on file on May 31st. The email was opened by the account holder on June 5th and again on June 6th. Please see the attached screenshot for reference.
  Renters Insurance: We’ve added your renters insurance to the account, and you are not being charged the $20 monthly tenant protection plan fee.
  
  Rental Fee: We review rental fees every 6-12 months, considering factors like supply and demand and market rates. Currently, a 10x30 storage unit in the Rochester Railroad market is priced at $500+. We’re pleased to offer an adjustment, reducing the rate from $431 to $411. This means your increase in July will be $33 instead of $53.
  Military Discount: A 10% military discount has been applied to your account.
  Cleaning Fee: The $50 cleaning fee is only applied if items are left behind in a storage unit after it’s vacated.
  
  Please let me know if you have further questions.

• Initial Complaint

  Date:06/03/2025

  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 began renting my storage unit in the middle of November in *******, ******** and went on deployment with the navy in December. I returned June 3rd 2025 and had to ask for my lock to be cut, once my lock was cut, I opened the door to see several thousand dollars in not only damages but stolen property as well to include the theft of firearms and ammunition.This company cannot be contacted by phone unless it is for a sales purpose there is no corporate number and look at the other victims of this crime committed by one of there employees who was arrested for this, no insurance information provided nothing.This company is civilly liable for thousands of dollars worth of damage and theft with no way to contact them to rectify th situation.

  Business Response

  Date: 06/03/2025

  Thank you for bringing this matter to our attention through the Better Business Bureau. We are deeply sorry to hear about the distressing experience youve had with your storage unit in *******, ********, and the significant loss and damage to your property. We understand how upsetting this situation must be, especially following your deployment with the Navy, and we sincerely apologize for any inconvenience or frustration caused.
  We take these allegations very seriously and are committed to addressing your concerns promptly. Regarding the incident involving an employee, we are actively cooperating with any ongoing investigations and are taking internal measures to ensure accountability and prevent future occurrences.
  To assist you in seeking resolution, we encourage you to file a claim through our TPP Claims process. You can submit your claim directly at ******************************************, and our claims department will prioritize reviewing your case to address the damages and theft youve reported. Additionally, we understand your frustration with contacting us. 

  ******************************************

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to an excessive and unjustified $45 late fee that was added to my account without proper notice, despite my rent being paid on time in accordance with my lease agreement.I paid my rent on the 1st of the month, as clearly outlined in my lease. At the time of payment, there were no outstanding fees on my account. On May 5th, I was unexpectedly notified that a miscellaneous fee needed to be paid. When I inquired about the nature of this fee, the employee I spoke with was unable to answer my questions and stated that a supervisor would contact me the following day.On May 6th, I received a call from a supervisor who explained the fee. I agreed to pay the lock fee that day. However, I was then told that an additional $45 late fee had been added to my account. This is unacceptable, as I was never notified about the original fee prior to May 5th and therefore had no opportunity to address it in a timely manner to avoid late charges.I have a recorded conversation from May 6th with the manager, *******, at the ************** In that recording, she confirmed that she contacted corporate and was told that no prior notices had been sent regarding the fee. This further supports my claim that I was not given proper notice and therefore should not be penalized with a late fee.Per the terms of my lease agreement, late fees are only applicable if rent is not paid on time. Since my rent was paid in full and on time, I should not be subject to any late charges related to a fee I was unaware of and that was not communicated to me until May 5thless than 12 hours before the late fee was applied.I am requesting that the $45 late fee be removed from my account and that proper notice and communication be ensured moving forward.Thank you for your attention to this matter.Let me know if youd like help attaching documentation or audio transcripts.

  Business Response

  Date: 05/22/2025

  Hello,
  
  Thank you for bringing the discrepancy on Ms. ****** ********** account to our attention.
  
  Our Senior Manager has reviewed the account history and approved a waiver of the late fee in question. Following the adjustment, Ms. ********* promptly submitted the outstanding payment.
  
  Ive attached a copy of the ledger report for your reference, which shows when the fee was removed. The account is now current, with a paid-thru date of 05/31/2025.
  
  Please let us know if you have any further questions.

• Initial Complaint

  Date:05/16/2025

  Type:Order 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 was overcharged on my storage rental and requested a refund. In March 2025 the Storage Space emailed me requesting rental insurance. I emailed that I was insured and forwarded a copy of the insurance. They stilled billed me that I was not insured. After repeated attempts, by calls and going to the facility, as the manager is NEVER there and does not answers calls I sought assistance with corporate and was advised to send message thru the website. On May 16, 2025, I was contacted and told they have my insurance and they were working on my refund. On this same day I received another email that they applied my refund to rental May's fee and said I was past due the money that they owed me. I have automatic billing and my payments made on time since having unit for past 3 years as well as May 1st. I am again waiting for this matter to be rectified. In addition the customer service is very poor.

  Business Response

  Date: 05/31/2025

  Ms. ***************** you for bringing this matter to our attention through the Better Business Bureau. We sincerely apologize for the inconvenience and frustration you have experienced regarding your storage rental billing and our customer service.
  Upon reviewing your account, we confirm that a refund of $21.50 was processed on May 23, 2024, to the card ending in 7959. For your records, we have attached a copy of the refund receipt. We understand there was confusion regarding your insurance documentation and the application of the refund to your May rental fee. We apologize for any miscommunication, especially given your consistent payment history over the past three years, including the timely payment on May 1, 2025, via automatic billing.
  To address your concerns about customer service and the challenges in reaching our facility manager, we are taking immediate steps to improve our communication processes and ensure better accessibility for our customers. We value your feedback and are committed to resolving this matter to your satisfaction.
  If you believe additional refunds or adjustments are needed, we would be more than happy to work with you directly to review your account and address any outstanding issues. Please feel free to contact us at [insert contact information] or through our website, and we will prioritize your inquiry.
  Thank you for your patience and for giving us the opportunity to make this right. We look forward to resolving this matter promptly.

  Customer Answer

  Date: 06/02/2025

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

• Initial Complaint

  Date:05/08/2025

  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.

  Dec 2024, I was scheduled to receive a 10% Military discount on my storage unit. As, of this date may,8,2025 i have not received my discount. I have written verification of the the scheduled discount. Which I have provided to the store location. The district manager stated that it is a 5% discount and activate service only. But in checking on the website this is the information that was provided Store Space offers a 10% discount to active military members and veterans. This discount applies to both online and in-store rentals. The discount is available to active duty personnel, retirees, and veterans. Could you please help with this matter.******* ******* ************

  Business Response

  Date: 05/08/2025

  Good afternoon.  I completely understand Mr. ********* concern here.  I will reach out to Mr. ******* and provide him with the 10% military discount he is inquiring about.  We value Mr. ********* business and I am eager to ensure he is a happy customer at **********************. 

  ****** *****

  Senior Vice President of Operations

  Store Space Self Storage 

  Business Response

  Date: 05/09/2025

  Hello,
  
  Thank you for bringing Mr. ********* concern regarding his self-storage charges to our attention. Weve spoken with Mr. ******* and have honored a one-month credit as a gesture of goodwill for the inconvenience.
  
  His account now reflects a full credit covering all of Junes charges, so he will not owe anything until July 1st. Additionally, **** applied a 10% ongoing military discount to his account, effective immediately.

• Initial Complaint

  Date:04/10/2025

  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.

  Had given new phone number and new email address to business to update my file. Business never updated it. Was told the month of March was paid. Was sent ledger to my new email address proving it was paid. There was a glitch in their system and the payment was declined. Business had called my old phone and contacted my old email address regarding their mistake. I no longer have access to old information which was told to the business over the phone in the beginning of March. Was charged $268.56 in late fees because business failed to contact the correct information which was given to them.

  Business Response

  Date: 04/16/2025

  This issue has been resolved.  The District Manager reached out and was able to resolve the issue.

  Customer Answer

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend leased a storage unit from this company in **********, *******. Her unit was very large and she only took up half of the space. I put some of my items in the storage unit including 4 boxes that contained mine and my family members birth certificates, 2 social security cards, tax information from 2018 to present for 4 people which included their social security numbers, dates of birth and addresses as well as all of my pictures, videos, etc. These boxes were on the side in the front, Two did not have closed tops. I put them in the front for easy access. My friend could not pay her bill. Her unit was going to auction, I called the facility and asked that the buyer of the unit be notified to please leave my personal items at the office or call my cell phone number. Both my friend and I called this facility many times. We always had to leave messages. I was able to talk with someone the first week of March and she informed me the unit had already been sold and she had no information on my personal papers. I did ask for their help in contacting the buyer on many separate occasions as did my friend but to no avail. I would like for this facility to contact the buyer of this unit and at least ask them what they did with 4 boxes of personal papers and pictures. They were not hidden or hard to get to but right in front of other items on the right side of the storage locker. My friend had another unit that she lost with a different facility and they returned all of her daughter's pictures and papers within 30 days. It is the decent thing to do. Thank you.

  Business Response

  Date: 04/10/2025

  We certainly do not like anyone to lose items that proceed to auction, however when that does occur we do ask that the winning bidder please leave or return any personal items that have no retail value to them back to the property within 30 days.  That is a pretty common ask across all storage facility companies.  

  Unfortunately, we can only ask as it is not legal required of the buyer.  We also as a safeguard to the customer state in our rental agreements that any documents, medical records, or anything containing person identification is not allowed to be stored..  While most buyer of units are sensitive to our ask and will cooperate, there are some that do not.  As well, we have no knowledge when offering a unit at auction what is or is not in a unit.

  It sounds like the store team reached out but never was able to connect with the buyer of the unit.

  JVH