Business Profile

Storage

Store Space Self Storage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage.

Complaints

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

Customer Complaints Summary

86 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/16/2024
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.
Last month I started a rental at the ******************************************* location. during the process of moving, my wife and I had our own carts that were similar to the carts at the facility. She mistakenly grabbed the facility cart. I received a phone call that day from ***** to return the cart and I was told as a courtesy I would not be charged a fee. That day I ended up in the hospital because I blacked out while moving. After I got out the Hospital I went to go return the cart and move additional items into our storage. While we were at the door with the cart, 10pm hit and we were locked out and our unit was still open. We left the cart at the door in range for the camera to see it and came back at 6am when the facility opened up to secure the cart. When we received our bill we were still charged $400 even though we were told it would be waived. We were later told by ***** he never made a guarantee and threatened criminal charges. All we wanted was to pay our monthly rent no we are showing as late and over locked.
Business Response
Date: 09/21/2024
We will need additional information. We have one store in ** (*******), and we were not able to locate a guest by this name at that location.
We also searched our data base and used email, and phone number and could not locate any guest storing with us (past or present) at any locations we operate.
We also searched by name, and only found two guest with that name (PA), but there was nothing in either one of their accounts that would have linked them to the incident described above.
Please provide additional information in what facility belongings are being stores. I would note that our facility in ******* does not employ anyone with the name of *****.
Initial Complaint
Date:09/05/2024
Type:Sales and Advertising 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 went to the storage today to get some items, arrive my access was denied to get in the gate so I made a payment, went to the office to gain accesss, go to my unit and noticed my lock missing and it was a red lock placed. I called the office they came to open it but since I didnt have a lock they couldnt. So the manager gave me a lock, opened my unit I had items stolen, 8 pairs of sneakers, a tub of winter clothes, and picture everything totaling $4,000 or more. I had called the sheriff to get a police report and filled a claim. I do believe the office manager went in my unit and took my items, she was the only one there on Friday when my bf and I went to the Unit to get some clothes and he pulled out shoes looking at them and the camera is facing where my unit is and now all of a sudden there is no footage and they didnt even go back on the log to see when the last time my access code was accessed because I hadnt been there since last Friday and on today. The manager lives on the property as its weird how there isnt any fragments from my lock on the ground nor is the lock. I called their corporate number and waiting on the district manager to contact me, my items have never been touched the whole years Ive had my things in there. She was acting very nervous the whole while I was there and then suddenly disappeared when my boyfriend arrived, he is ****** and so am I.
Business Response
Date: 09/06/2024
A member of our management staff has made an attempt to contact this guest on 9/5. A message was left, and she is waiting on a return call to further discuss the guest concerns.
Initial Complaint
Date:08/14/2024
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 put in a claim for damaged items, they denied my claim saying that they couldn't file the claim because it was too far back, my items was destroyed due to rat dropping something I had no control over, the only thing they told me was to take pictures of the damaged items. It took a while because I didn't know how to go about the process. They have nobody to go over the items, Nowhere to get rid of the damaged items, so I had to save up money to hire a contractor to take photos of the damaged items and dispose of the items and still have to pay storage for items I couldn't use anymore. I took pictures of items that was in front of the unit, because I didn't know I had to hire a contractor to do it, they gave me a check worth 500 for the first set of pictures I took. I was told to take pictures of the rest of the items and file another claim and that's what I did. I paid storage fees every month if I didn't I would have forfeited everything that was in storage. I paid a contractor $2100 to take pictures and dispose of everything after I was done I filed another claim for the rest of the items and was denied. I feel as though I should be reimburse for my contractor expense and the items that was damaged.
Business Response
Date: 08/29/2024
The District Manager for this location has been unsuccessful in connecting with the guest. He has left a message, but has not heard back. He will continue to reach out in hopes to be able resolve this issue.
Initial Complaint
Date:07/26/2024
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.
In May of 2024 I rented a unit at store space self storage in ****** tx. On June 20th I went to drop off some items and when I opened the unit the smell was disgusting. I saw water on top of some of my totes and boxes. I took a pic. I went to the front office and told the woman working (whose name is *******) that I needed to move units because mine was leaking and my things were wet. She was nice but told me it would cost me $20/30 to move units. I explained to her that its not my fault my things are wet and that Im not even up there complaining about that. I just wanted to switch units. She typed some things on the computer and then told me it would be $30 to move units and Id have to complete my move within ************************************************************* to argue so I tell her Ill be back in the morning with my decision on whether or not Im going to pay and switch units. I go to my unit and get the things that were wet to take them home to clean them up. The smell was still just unbelievable. I am realizing I cant go thru the doorframe to get anything out the smell is so bad. As Im taking video of the unit where water had come thru the ceiling onto my stuff I see a dead rat on the floor. I call the office and ******* comes with the janitors cart. She uses some grabbers and gets the rat of the floor to dispose of it. Her and I are talking when she tells me to go to the store and buy rodent repellent spray to spray my unit. She then tells me she knows it works because she sprayed it on the unit next to mine when shed seen baby rats in mine. She said the rats ran right past the unit she sprayed. My stuff is still in there and the smell is awful and you can see where the dead rat was. Does my stuff need to be sanitized? Ive written this company on July 3rd and on July 5th, called customer service on July 6th and was told to escalate it to the district manager but have heard nothing. Ive called at least 2 other times and still no help.
Business Response
Date: 08/22/2024
Our representative (Area Manager) has reached out to try to resolve the issue with the guest. She left a message on 8/22/24 and is waiting for a call back.
Initial Complaint
Date:07/22/2024
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 stored my furniture here, and when I moved out, it looked like something had chewed on it. Additionally, many of my belongings were stolen, and my bed was completely destroyed. The bed was wet, infested with bugs, and appeared chewed on as well. Despite purchasing protection, they had the nerve to question if my bed was even in storage. Needless to say, I have not heard from them regarding my claim.
Business Response
Date: 09/08/2024
Unfortunately, the person who the BBB complaints were funneling to is no longer with Store Space, and this one was missed in that transition.
I have reached out to get some more information from the TPP administrator, and found the following information concerning the denial of claim:
The claim was denied due to the tenant was unable to provide valuable requested information. The guest was not able to produce pictures of the damaged belongings placing them at the storage space, and the property manager was not contacted while on site to advise of the damages.
Customer Answer
Date: 09/14/2024

Complaint: 22022915

I am rejecting this response because I am in the process of gathering evidence to support my case. Additionally, I need to retrieve a police report. The company has claimed that my belongings were not stored there, and I would like to know if they have surveillance cameras on the premises. I have proof from the individuals who moved my items from my home healthcare facility to their storage unit.

Sincerely,
******* *********
Business Response
Date: 09/21/2024
In reference to the guest claim that we are stating that claiming that the guest belongings were not stored in the space is incorrect. The *** adjuster is stating the guest has not provided proof that the items that were damaged were in the space (ie pictures or videos showing the items when found at the space). As for the items that the guest is stating that are missing-a police report should be filed, and we will cooperate with the police in their investigation.
Customer Answer
Date: 10/03/2024
I am in the process of retrieving the police report and also letters regarding the movers who helped me move my things in the storage unit.
Initial Complaint
Date:06/21/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have you a storage unit with this company and they are trying to terminate my services stating I urinated in the unit. I have a medication condition and feel they are discriminating against me for this. They want me to get my items out of the unit but I do not have enough time to find another unit.
Business Response
Date: 06/27/2024
Good Afternoon, we've attempted to contact this guest and haven't received a response. Per the terms of our lease continued use of our services requires adherence to those guidelines, please reach out if you have any further questions. **************
Initial Complaint
Date:05/18/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a space from Store Space in ****, ** and the website misrepresented the availability of in person assistance. I am now in ** and have my items in an unlocked storage unit because I could not figure out how to engage the locking system. I have made at least 4 attempts to resolve this matter by phone and the customer service part of their web-site. I received one returned phone call from someone named **** but unfortunately, the call went to my voicemail. **** did not provide his direct phone and so when I returned his call, I reached the sMe generic voicemail that I had left my messages on.
Business Response
Date: 05/24/2024
Good Morning, we've been able to connect with this guest and resolve their concern by providing them with a free lock to secure their space.
Customer Answer
Date: 05/24/2024

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:04/17/2024
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.
I purchase a storage unit for moving on 3/34/24. I moved my entire office space, I was told that I had to checkin before 5pm. I arrived at 3pm and the storage main office was locked. I called customer service they advised me they were open, I called the office number multiple times , no one answered. I had to purchase another unit nearby . This company told me it would take 10 business days for a refund, its almost a month and I have yet to receive a refund
Business Response
Date: 05/17/2024
Guest refund was processed and completed successfully on 4.30.24.
Initial Complaint
Date:04/03/2024
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.
Today April 3rd is the last day to pay the $122 stated in the demand of payment I received from this company. When I tried to pay that amount or any payment I was only given the option to make a payment of $395. I was also informed my belongings would be going to auction on April 12th if payment wasnt received by the 3rd. When I tried calling the office about the notice and the charges along with a detailed explanation of why a fee of $125 would be charged when my rent started out at $90 and why I was charged with no warning of when only that I would be charged soon the manager **** told me he has nothing to due with those charges and that it was a corporate matter. I asked him for a number I could call. When I called the number a man informed me I didnt know what I was talking about and that he was correct in the matter because it was his job. I tried calling another number for corporate and when i asked why i never received a notice of any additional charges, the amount, and the date those charges would be assessed like my law states the lady told me everything is done with a lawyer so whatever they did is the way its supposed to be done. When I asked to talk to a supervisor she said I would need to talk to the manager of the office my unit is located. I informed her what **** told me and again asked to speak to a supervisor to which she replied there wasnt one and that she was terminating the call. *** made inquiries on the only other way I have found to contact someone in regards of getting answers which was only a link to fill out some info on the companys contact us page but no response back. When the emails dont allow you to reply, there is no email address on the website nor a phone number to reach someone to resolve this matter and every time I get a call from this company it shows up a different number not in ********** and half the time and my phone says potential spam thats a shady look.
Business Response
Date: 04/09/2024
Good Afternoon, we've called and left multiple messages for this guest but haven't received any calls back at this time.
Customer Answer
Date: 04/09/2024

Complaint: 21523013

I am rejecting this response because:
I have received calls from unknown numbers but have not received any voicemails from this business nor have I received any emails from this business.

Sincerely,

***************************
Business Response
Date: 04/10/2024
Good Afternoon, we've responded to this guest and resolved all concerns to their satisfaction. Guests understanding of the legal lien process for their state and the terms of our rental agreement were incorrect.
Initial Complaint
Date:04/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started renting a storage space in December 2020. Initially it was a small unit, and there was an issue and some of my items were damaged from water on the facilities fault, and they moved me to the next size storage unit, citing they would not change the price because it was there fault. Over time my rent amount fluctuated about every two months, sometimes the next month without notice. I've phoned the management several times and spoke with different people who never noted my calls. The company harasses me, by calling and texting when my rent isn't due. One month I came in and paid my bill, and the next week I went to go into my unit and they put a lock on it and locked me out of my unit, even though I already paid. They have been nothing but fraudulent in the way they've treated my situation, and over charge on a continuous basis. The office open and closes as it pleases. They do not send you an email or text if the office is closed, you just show up and it's a sign on the door. They are truly ridiculous in how they treat customers.
Business Response
Date: 04/09/2024
Good Afternoon, we've reached out to this guest and at the time she was unavailable. We've not received a call back at this time.
Customer Answer
Date: 04/10/2024

Complaint: 21515813

I am rejecting this response because: There was no resolution. I have attached the the phone number in which *************************** reached out to me on 4/9/24, and at the time I was at work and not able to talk but took his number. Tha screenshot is my phoning him twice and left a voice message at both times with no response. Each time I phone the number that was given it went straight to voicemal.

Sincerely,

*************************
Business Response
Date: 04/12/2024
Good Afternoon, we've spoken to this guest and resolved the issue to their satisfaction.
Customer Answer
Date: 04/12/2024

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Store Space Self Storage is NOT a BBB Accredited Business.