Business Profile

Storage

Store Space Self Storage

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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.

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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:03/19/2024
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.
8/ 2nd I showed up to sign a lease and use my veterans discount. I did this with the employee ****. On August 2nd a payment was drafted from my account., my ****** visited my unit. We then inquired why there was a different lock. They said I did not have an account.They misplaced my signed lease, kicked me out of my unit, auctioned my belongings off. In person, they said it was for non payment. I received an email in that it would be drafted., theyre saying that they rented the unit to someone else/ not me. contacted a different person than me to ask them about my unit when they saw it was empty. they moved me out of the system. They stopped payments for my unit that I signed a lease for- but yet they unexpectedly lost my lease/ couldnt find it.We did speak with two management. One left company. We sent a list of the items that I could remember we did lose our temper and mentioned gettinglegal advice. manager mentioned that technically it was not my belongings, their attempt to notify me was email saying were sorry to see you go. He kept asking how we wanted this to be resolved and when we mentioned reimbursement for what could be reimbursed he began to mention what he was told. Which has changed. We sent this list of belongings in February. The previous manager said they would consult about what it would look like for resolution. My daughter has this email.e multiple witnesses to the main interaction in January they admitted to the system mess up.- their story has changed. They are not admitting wrong doing and are sticking to that they inspected my unit and kicked me out since there was nothing in there during an inspection. They insist they contacted the person on the unit- not meHowever, the system sent an email addressed to me. My bank reflects that I paid to access the unit. They have the ability to access cameras to show that they allowed me access to the unit to store my belongings and that I signed my lease in office to show I was a veteran
Business Response
Date: 04/01/2024
Good Afternoon, we've connected with this guest and resolved any concerns to their satisfaction.
Customer Answer
Date: 04/05/2024
An offer to resolve this was sent and it was accepted, however, they have not followed up to get this officially resolved. Meaning, theyve not reached back out to start the process. It has been over a week now.
Customer Answer
Date: 04/08/2024

Complaint: 21457557

I am rejecting this response because:
An offer to resolve this was sent and it was accepted, however, they have not followed up to get this officially resolved. Meaning, theyve not reached back out to start the process. It has been over a week now.

Sincerely,

*********************
Business Response
Date: 05/01/2024
Good Evening, we've spoken with this guest and resolved the issue to their satisfaction.
Initial Complaint
Date:03/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented Unit 2092 From Store Space ******** - ***************** **************************************************************************** in July 2022 at a monthly rate $29.03 The rate doubled in August 2022 to $58.05 Two months later rate went to $84.93 In April 2023 rate increase to $107.50 In December 2023 Rate increased to139.75 I just received another increase for March 2024 to $156.95 Even with these incredible increases they can't keep the elevators operating, the Entry keypad functioning and the exit door hasn't worked for months!.A 541% rate increase in less than two years seems more than a little outrageous.I would like a rate reduction maybe like only 300%, that is $85, that will be stable at least for 12 months. And Repair the Exit door.
Business Response
Date: 03/20/2024
Good Afternoon, we've spoken with the guest and resolved their concerns.
Initial Complaint
Date:03/04/2024
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.
This storage facility sent notice that they were closing for short term to make improvements. They never stated anything about asbestos on the property. Correspondence was sent saying that they planned to reopen on 3/01. I hired movers to retrieve my items from my unit so I can move into my newly leased apartment. When I arrived at the facility with my movers in tow, not only was the facility still closed but I saw the biohazard notice on the door. So I am now residing in an empty apartment because my belongings are being held hostage in an asbestos ridden facility. I am not even certain of my items are safe to use again, because theres been no communication regarding the nature of the repairs being made. Had I not gone there in person I would not have known about the asbestos problem. I am also concerned for my health as I have clearly been in and around this building several times unaware that theres asbestos on the property.
Business Response
Date: 03/19/2024
We've spoken with this guest and resolved the issue to her satisfaction.
Initial Complaint
Date:02/28/2024
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.
On 10/15/23 I signed a contract with STORE SPACE at *************** I signed up online and got a deal for $20 for a small storage unit. 4 months later I was speaking with an employee and he told me that my rate was incorrect. I informed him that it was correct. Today, I get an email stating that my rate has now been doubled starting 4/1/24z no where in my contract does it say my rent will increase for any reason. I was offered a discounted rate online so how is it now my rate is invalid and increased?
Business Response
Date: 03/01/2024
************ did enter into a rental agreement which I attached to the complaint, and while we understand that a rental rate increase is not ideal for the tenant, it is expressly stated in the rental agreement that this may occur.
The rental agreement does state in Paragraph 3, that the rate is subject to change, and the tenant is renting on a month to month basis. Rate changes are custom and standard across the self storage industry.
Below is the full clause, and also can be found on the rental agreement attached. The statement on the lease itself referencing that the rent may change is underlined.
3. RENT: The rent shall be $20.00 per month. Rent shall be payable as follows: Rent is due and payable on the 1st of the month, in advance and without demand. Owner, at Owners sole discretion, may require that rent be paid in cash, certified check, or money order. Owner reserves the right to refuse payment by check. All rental payments shall be made to the Owner at the above stated address or at such other place as shall be designated in writing from time to time by Owner. Any additional charges shall be payable concurrently with the rent payment or at the time the additional charge is levied. In the event of a seizure under Paragraph 12 hereof, it is understood and agreed that the liability of Occupant for the rents, charges, costs, and expenses provided for in this Agreement shall not be relinquished, diminished or extinguished prior to payment in full or termination of this Agreement, whichever occurs first in time. It is further agreed that Occupant shall be personally liable for all rents, charges, costs, expenses to the date of termination of this Agreement, expenses incurred for the sale and/or disposition of the property, advertising costs, attorneys fees, court costs, and any costs of repair and damages to the Space or Facility as provided for below. In the event of a sale or other disposition, it is agreed that the date of any such sale or other disposition shall constitute the date of termination of this Agreement. The monthly rental rate may be changed by Owner by giving thirty (30) days advanced written notice to Occupant. The new rent shall go into effect upon the next Due Date or date indicated. If Occupant has made advance payments, the new Rent will become effective at the end of their pre-paid period. No bills or statements will be sent to the Occupant stating when the monthly rent is due. There are no prorated rent refunds in the event the Space is vacated prior to the rent paid thru date. Occupants failure to vacate the premises or remove their lock on the last day of the month automatically renews this Agreement for ONE (1) Month. All rental agreements expire on the last day of each month.
Initial Complaint
Date:02/25/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
February ***** 2024 After the employee removes lock.... they never put it back on the unit Then all my belongings were stolen
Business Response
Date: 03/02/2024
The guest notified the store concerning her unit, and that it had been broken into, not that store team had removed the lock. The guest had indicated that they had filed a police report IP239002942, concerning the break in. This is the correct course of action, and the police will investigate the claim. the guest did have ******* Protection Plan on their unit, however the ***** cancelled due to non-payment on the unit.
The next steps for guest would be to file an insurance claim against and external insurance they may have that might cover the break in, and to follow up with the police in their investigation.
Customer Answer
Date: 03/02/2024

Complaint: 21344745

I am rejecting this response because:I gave all documentation asked of me .I sent everything tpp asked for. This is unacceptable .
Sincerely,

***********************
Initial Complaint
Date:01/24/2024
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 needed to obtain a storage unit The need was imminent so I looked online I found one that was relatively cheap and completed the online process including making the 31 initial payment The contract was set to begin on Sunday December 17th. I received a confirmation on the website and they email at ********************* indicating the start date of the contract on December 17th. I packed up my vehicle and headed to the storage unit on December 17th. When I arrived to the site there was a sign on the door, typewritten, indicating that the store was closed for the day. I tried to use an access number provided but it did not work there was also a padlock on the gate. I called customer service and initially the customer service representative stated they didnt have any indication the store was closed. Upon further more deep dive she said she did see that the store was closed. I told her I needed the storage unit for the day of Sunday December 17th and asked if she could give me the information on any site that was open and I would go there. She checked and indicated that there was no site open on Sunday December 17th. I requested a refund so that I could try another company and she said she could put in a request for a refund but could not issue it immediately. I called store space today to check on the status of my refund I spoke with someone named **** who indicated that my refund had been approved and processed for $1.08. I told him I had paid $31 and he said they dont refund administrative fees. I explained the situation to him again that I setup the storage unit to begin on December 17th and when I got to the site it was closed.. that there was nothing on the website or the information sent to me that indicated that it would be closed that day, so how would I know that. He said that I should know because most storage facilities are closed on Sundays! I requested to speak with his supervisor he said it would take 24 to 48 for them to give me a call back.
Business Response
Date: 02/08/2024
This guest refund was processed back to the card used at move in. Attached is a copy of the guest ledger.
Initial Complaint
Date:01/23/2024
Type:Product Issues
Status:
UnresolvedMore 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 unresolved issues Ive experienced with Store Space. I rented a storage unit online for their ********** ** location on June 15, 2023 due to their website advertising "Lock-In a **************** and No commitment. Screenshots show these as bullet points when reserving via their website with no stipulations noted. I reserved a unit for $94 monthly and setup autopay. In December 2023 I received notification of a 26% price increase to $114 effective January 1, ****, however I thought this was an error which did not apply to me, because throughout December, even on the 31st, the website showed my upcoming auto-pay amount was still $94. Again, when my unit was rented, Store Space advertised Lock-In a **************** so I truly believed that I would not see any rate increases. However when the January 1 payment came out, it was in the amount of the new rate of $114. This price increase is an outright lie and misrepresentation to the website claims. Additionally, for the first several months, access was restricted to their office hours Monday - Saturday from 9:00am - 5:30pm, closed Sunday, despite access remained listed as available 7 days a week from 6:00am - 10:00pm. Due to my work schedule, I was limited to accessing the unit only on Saturdays which caused major delays and inconveniences for moving into a unit I was paying full rent on. Also, this facility does not have working lights in the parking lot, so anytime after dark has been unsafe. I demand that Store Space immediately remove all references on their website and any other social media sites, printed publications, and telephone messages that claim "Lock-In a **************** since that is, in my opinion, a bait and switch tactic to lure in customers to rent from their facility. Furthermore, due to their outright lies and misrepresentation, I request that Store Space refund the entire rent I have paid them along with moving expenses so that I may relocate by end of month.
Business Response
Date: 03/02/2024
While we understand that a rate increase *** cause a financial burden to a tenant, it is part of our lease.
What the tenant is referring to as locking in a rate is the reservation itself, as the current rate on the website can fluctuate from day to day, and we want the tenant to be able to lock in the rate, which is good for 7 days. This is standard throughout the self storage industry. once the tenant has agreed to rent the space, the space is guaranteed at the reservation rate, however is clearly notated in the rental agreement that they are renting on a month to month basis and the rate could change. That is located in section 3 of the rental agreement.
3. RENT: The rent shall be $20.00 per month. Rent shall be payable as follows: Rent is due and payable on the 1st of the month, in advance and without demand. Owner, at Owners sole discretion, *** require that rent be paid in cash, certified check, or money order. Owner reserves the right to refuse payment by check. All rental payments shall be made to the Owner at the above stated address or at such other place as shall be designated in writing from time to time by Owner. Any additional charges shall be payable concurrently with the rent payment or at the time the additional charge is levied. In the event of a seizure under Paragraph 12 hereof, it is understood and agreed that the liability of Occupant for the rents, charges, costs, and expenses provided for in this Agreement shall not be relinquished, diminished or extinguished prior to payment in full or termination of this Agreement, whichever occurs first in time. It is further agreed that Occupant shall be personally liable for all rents, charges, costs, expenses to the date of termination of this Agreement, expenses incurred for the sale and/or disposition of the property, advertising costs, attorneys fees, court costs, and any costs of repair and damages to the Space or Facility as provided for below. In the event of a sale or other disposition, it is agreed that the date of any such sale or other disposition shall constitute the date of termination of this Agreement. The monthly rental rate *** be changed by Owner by giving thirty (30) days advanced written notice to Occupant. The new rent shall go into effect upon the next Due Date or date indicated. If Occupant has made advance payments, the new Rent will become effective at the end of their pre-paid period. No bills or statements will be sent to the Occupant stating when the monthly rent is due. There are no prorated rent refunds in the event the Space is vacated prior to the rent paid thru date. Occupants failure to vacate the premises or remove their lock on the last day of the month automatically renews this Agreement for ONE (1) Month. All rental agreements expire on the last day of each month.

Customer Answer
Date: 03/11/2024

Complaint: 21184753

I am rejecting this response because: I would like to reiterate that Store Spaces website was and remains purposefully deceitful. As its shown to interested customers when they make an online reservation, and I quote: LOCK in rate. There is no asterisk or any other indication leading to fine print with verbiage stating that LOCK in rate was subject to rate increases.

Furthermore, the businesss response and the quoting of rate increase policy makes no mention to the advertised exceptions. Please see the attached screenshot of the current website for the business again advertising LOCK in rate. This is clearly a deceitful practice that consumers should be aware of. Store Space should immediately discontinue with their advertising of LOCK in rate as this is a blatant false claim.

Sincerely,

***************************
Initial Complaint
Date:01/04/2024
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 closed my unit 12/9. My items were covered in dust and dirt. I have a ***** protection for $2000 but they denied it because they said I don&#**;t have proof. I emailed them pictures I do have proof.
Business Response
Date: 01/30/2024
I have sent an email (1/30/24 at 5:30pm) to **************, to obtain some more information concerning where she was storing, and to obtain some pictures of the dust on her items.
Customer Answer
Date: 02/06/2024

Complaint: 21083819

I am rejecting this response because:
i call the man Mr.**** and I talk with thim have hear back from him jet i Email him the pic like he asked me to iI send him everything that I have still have hear back from him jet still.. *********************** ************ Thank you

Sincerely,

***********************
Business Response
Date: 03/02/2024
This issue has been resolved satisfactory with the guest.
Customer Answer
Date: 03/12/2024
They Settlement with me a 500 hundred check *********************** ******** ************
Initial Complaint
Date:12/16/2023
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 rented a storage unit 2A89 in December of 2022. I made all my payments even though I had fallen back in the summer due to being in a accident. per the details of the contract if you fall three months behind you're belongings would go to auction. You would be notified of via certified and phone. In October I was behind but paid a portion in November believing that would stop the three months of being behind. Per the employee at the front desk they are supposed to call you a minimum of 10 times a month about your unit. I have never been personally called 10 times. I also did not receive a certified letter saying my items would be going to auction. Since the business failed to properly notified me this auction should be null and void.
Business Response
Date: 01/19/2024
While we do not like to see any guest unit proceed to an auction sale, and we reach out to guest to communicate the status of their account, ultimately the guest is responsible to bring their account current (Zero Balance) at the beginning of each month.
In review the account-all legal processes leading up to the sale were completed per state lien law guidelines for self storage.
Further review shows the following attempts to assist the guest were completed including an option to pay a partial balance and vacate was offered, as well as a verbal commitment from the guest on 11/26 to pay the full balance.
12/20-One of our corporate representatives reached out and had a conversation with the guest concerning her concerns.
Initial Complaint
Date:12/05/2023
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.
Well the problem is that I was paying for my storage and the workers that work there must have seen what I had in my storage and they sold my storage the day before it's supposed to get auction off and I only was only 2 months behind and I don't understand why they even auction it.I came there and I was treating that they was going call the police on me
Business Response
Date: 01/13/2024
Our District Manager attempted to call on 12/6 in attempt to connect with the guest. Unfortunately, he received ** and the ** was full.
He then again attempted on 12/11 and was able to connect, and advised of the process of an account in lien, and would contact the guest back if any personal items were returned.

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Store Space Self Storage is NOT a BBB Accredited Business.