Business Profile

Storage

Store Space Self Storage

This business is NOT BBB Accredited.

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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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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:12/03/2022
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.
Initially, I was given a three month discount on rent because the building was doing construction... It's now been six months since I first moved in, and I noticed a serious amount of construction dust all over my things to the point where I have to beat out my textile items multiple times to remove all the dust. My unit is located right next to a big gaping hole where an elevator is going to be there is only a light wire mesh on top of my unit and it's exposed to all the construction dust... It's an issue.
Business Response
Date: 01/31/2023
In speaking with the store management, Mr. ******* has not reached out to them to discuss dust in his unit. We invite the customer to speak with our Store Manager, Angela. She will review his unit. If there is any disruption to his belongings due to the recent construction at our building, we will do our best to correct the situation. He can visit our team anytime Sunday through Saturday from 9:00 a.m. until 5:30 p.m. daily.
Initial Complaint
Date:11/21/2022
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 was storing with a company for about two years, and had my unit broken into once, moved to another unit, then the roof was leaking and ruined heaters I had stored. I never filed an insurance claim, I just let it go. Well after that they increased my rates by 20$ one month and then the following month and the last month in was there, they went up an additional $20 ! Well I decided to leave , I went to move my belongings from my unit the day before storage was due. But gate was locked. So the following day I went to get my belongings out of unit, so I wouldn't be charged. They charged my card the night before$60+. . I have been promised since March that they would refund my money back to my card, because they told me they would since the gate was broken and I had no way of retrieving it . They told me they sent a refund, which they never did. Went to bank and had them print out statements for the last year. No refunds from this company's whatsoever just my automatic withdrawals.. I've contacted them one month ago about my refund and yet again the "issued " a ticket and they have yet to reach back out to me or able to say anything on my refund. I've been waiting since March and have yet been refunded for that payment
Business Response
Date: 12/06/2022
We have researched the customers claim and discovered that it was approved by the customer and a check was processed on 12/5/2022. The customer should receive her check via mail within the next **** days. We apologize for the delay.
Customer Answer
Date: 12/07/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never informed of anything. I was told twice in the last month , that they would submit a ticket. That was the last time I have heard anything. No one has contacted me in reguards to this matter. It has been 6 months that they have had this as an on going issue. If they refund my money , great. But , like I said, they have told this to me before 6 months ago about the refund initially, and I never received it. We will find out in 19 days then. Thanks
Business Response
Date: 12/09/2022
Upon review, ************************ refund was approved on 11/21/2022. The check was created this week on 12/6/2022. She should receive her refund via mail within **** days. We apologize for any delay or inconvenience we have caused the customer.
Customer Answer
Date: 12/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Today is day 9. They have yet to send a check out . This has been an ongoing issue with them, as I said before.
Business Response
Date: 12/16/2022
Confirmation on the refund check going out has been confirmed by our account's payables department. Due to the seasonal timing of this post, the refund to this customer may be delayed beyond our control. We apologize for any inconvenience this may cause.
Initial Complaint
Date:11/21/2022
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.
My unit was damaged and also personal property have extensive damages. I've filed a claim but this accident occurred 3 weeks ago and I haven't spoke with anyone from claims.Claim number L015-20221107-YS8.
Business Response
Date: 11/29/2022
We are in the process of researching these customers claim.
Customer Answer
Date: 11/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received a phone call or email response. I've emailed asking for an update and have been ignored by far
Business Response
Date: 01/02/2023
We are sorry to hear of your issue with us. In researching our system, we have not received a phone call from you. We will research your claim with us and be in touch shortly. We are hopeful in getting this resolved to your satisfaction.
Business Response
Date: 01/02/2023
We will be reaching out and following up with ****************.
Initial Complaint
Date:11/16/2022
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've been reading from store space storage they changed the name to Life storage because life storage is managing them I've been renting for over a year and ******** have $5,000 insurance policy that I was told that I must have insurance either through them or on my own I have a variety of items in there from me closing my store and selling merchandise novelties lingerie a variety of merchandise that has got totally ruined because it's fested with rats they did not inform me of the rats I found out of the rats the middle part of the summer they refuse to address the matter because the insurance that I pay for which is $5,000 policy I've been told it does not cover rodents only thing cover rodents is $500 with $100 deductible which is not acceptable rats has ruined everything in my storage between from f**** to pee the storage is ruined with all the items inside it is a health hazard to use the items that I have in there for children and humans. They refuse to address the matter and refund anything of the insurance policy.
Business Response
Date: 11/30/2022
We are researching Ms. ** Bride's claim. We managed the property for a short period of time, but never owned it. I am inquiring to our tenant protection department and will follow up shortly.
Business Response
Date: 01/02/2023
In researching ********************** claim against us, we have learned that the customer waived protection coverage with us upon renting her unit. Per the lease, she was required to have her belongings insured. We are sorry for any unfortunate circumstance to her unit, but no longer manage this location. While we were operating the property, we had monthly pest control maintenance in place. The customer may wish to take up her issue with the new managers of the facility.
Initial Complaint
Date:11/14/2022
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 had a storage with store space storage for over a year they have changed the name act like they sold the place when they have Life storage managing the place all my belongings in the storage is damaged from rats rodents feces pee all over my belongings I close my business and I have my belongings from there inside a variety of children souvenirs novelties and lingerie everything in the unit has been ruined from rat poop to pee and chewing they refuse to address the matter I paid for insurance for $5,000 they said the insurance does not cover rodents rodents policy is $400 that's what they want to give me for everything I lost inside the storage which is over $5,000 .
Business Response
Date: 01/11/2023
Business Response /* (1000, 8, 2022/12/01) */
We will research this customer and her complaint against us. A member from our team will respond shortly.
Initial Complaint
Date:11/13/2022
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 filed my claim october 8th with store space in turn the claims department requested the same information i had already given them to proceed with the claim i did it once more at the end of october (24) and the only way you can contact the claims department is through email so I reached out asking for an update no response at the bottom of the second paperwork it says it may take 2 to 4 weeks to process the claim but my claim was filed October 8 th with pictures and videos of the dead rats and p*** all in my belongings so i should have some contact or resolutions by now and they should not be going off Oct ******* they should be going off Oct 8th I paid the unit insurance so I should know something at this point because it's been a month
Business Response
Date: 01/02/2023
We are sorry to see that the customer has not heard from our claims department. I have forwarded the contact information to inquire on the status. We will be in touch with the customer to resolve.
Business Response
Date: 01/06/2023
We are happy to report that the customers claim was processed and settled on 12/1/2022. We hope that ******************** is satisfied with the outcome. Thank you.
Initial Complaint
Date:10/20/2022
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.
2 smallerUnits **** & **** were moved to unit 1179(Larger), a few weeks ago. The unit was not recorded to ********* rented it out to someone else. They cut the locks because someone else occupied the unit,(myself) and they didnt know who it belonged to. I tried paying my bill online & it had me down for a unit I didn't rent. I called & they told me the story. They gave me two new locks & one of them doesn't work now. I was unable to get in my unit today. That lock has a mechanism problem. She tried charging me ***** to cut the lock, i said ************** not paying the company *****. There has been a problem wit this Company ever since they came to Lo
Business Response
Date: 11/07/2022
We will be reaching out to this customer to discuss the situation with her unit.
Customer Answer
Date: 11/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Never heard from the District area manager. Never heard from a general manager
Business Response
Date: 01/02/2023
We have received feedback from our team that the customers unit issue was resolved several weeks ago. We thrive to provide a great storage experience for our customers and apologize for any inconvenience.
Business Response
Date: 01/02/2023
Good morning.
We are sorry to hear that **************** did not accept our response. Our district manager will be reaching out to her to better understand what we can do to rectify the situation. We apologize for any inconvenience and are working to satisfy the customer's circumstance.
Initial Complaint
Date:10/15/2022
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 had rented a climate controlled storage unit. The power was off for 4 months and my furniture was ruined. They turned the claim over to a third party and I cannot get any one to do anything. I have a copy of my email.
Dear Sir:
In July 2020 I was in need of a climate control facility. I chose Storage Lock for the convenient location and the environment climate Control provided. In February 2021 I went to get some things from the unit to give to my son for his apartment and to my surprise I had no power and everything was molded. I called to the front office to see why I had no power. The manager, Gabriel, came met us on his golf cart to explain that it had been out since November due to some water leak or something. No one had the deceancy to call me or let me know so that I could move out or move to a unit that had power. I had been late a few times, I received calls to let me know about payments and was charged late fees. They didn't have any problems with that. Gabriel told me my power would be restored on Tuesday, March the 2nd. I went by on March the 2nd only to find that I still had no power. I went by on March the 5th still no power. I called the office and had to leave a voice message. No one called me back or ever returned my message. On March the 13th was daylight saving time. I went back to check again since we had extra daylight and it wasn't as dark outside. MY unit was in a hallway so it was extra dark. It was not outside where the daylight would help or car lights. I went back again on March 15th and still no lights! My plans are to take things home as soon as I can see to get to them to access them and see the amount of damage I actually have. I still can't see the amount of damage. The unit is packed full and it is too dark to really see. I have a shed I can put things in but did not want to because it was not climate controlled. I did not want my things to ruin. At this point it doesn't much matter. Finally, on March 20th I have power and the li
Business Response
Date: 12/09/2022
We are in the process of reviewing this customers claim against us.
Business Response
Date: 02/06/2023
Ms. ******* claim was closed out due to non-communication on October 31, 2021. Our previous claims department reached out to her on several occasions requesting additional photographs and information via email, of which the customer never replied (see attachments).
We've asked the claims company to reach back out to her in efforts to try and collect the outstanding information needed to complete Ms. ******* claim. We are hopeful that with the cooperation of this customer we can resolve this issue.
Customer Answer
Date: 02/08/2023

Complaint* ********

I am rejecting this response because:
This company lies. First they said they auctioned my items off due to nonpayment. Which was a lie- I removed my ruined items due to their neglect. Now they are saying their claims department sent many emails that I failed to respond to. This company is nothing but crooks.
The claims department have reached out to me now, since you, the BBB are involved. Thank you for your help. I have sent them what they have asked for. They responded they received everything and are processing with information to follow.

Sincerely,

******* *****
Initial Complaint
Date:10/09/2022
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 went to start moving my belongings and found rat s*** on my furniture. I have asked these people about rats and they always claim no they don't have them. I have a deep fear or rats. I believe these people know they are infested with rats and continue to rent out these units and destroying people property. Both location, I went to Rail *** to rent first and was told to go to King *** because they have rats. King *** swore they don't have rats but they do. The manager took photos of the rat s*** on my furniture. My furniture is just a year old and is now garbage. I don't understand how these people are allowed to take your money knowing that your property will be destroyed by rat s***
Business Response
Date: 10/31/2022
We take all complaints of pest or rodent infestation seriously.

We employ a professional pest control service at this Rochester facility, and they have not reported any evidence of rodents. Similarly, our management team has not seen any evidence of rodents on the property, nor have we received other reports or claims from current or previous tenants.

Please work with ****************** to submit any documentation or tenant protection plan claim, as needed.

Customer Answer
Date: 10/31/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because the manager took the photo of the rat droppings. They don't have any pest control according to management. The insurance they sell you is not really insurance and only covers $500 for pest damage . They have multiple pest complaints at other properties. They have done nothing to prevent the pest infestation. I have had conversations as early as June about pest worries with management . It was also dead roaches on my furniture which management also seen and photograph. They also refused to notify other customers of rat and ***** infestations, knowing their property could or most certainly will have rat droppings on it. I feel like this is fraudulent to collect money from people while you knowingly having rodent infestation. Telling people they must have renters insurance and then selling them something different that falls short of actually covering the damage the company negligence has caused. They are well aware of the infestation and continue to benefit and profit off of storage fees and fake renters insurance that does nothing to protect the customer.
Customer Answer
Date: 01/11/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
They are the ones who are the liars. I have photos posted online. The conversation with the manager happened. Of course I'm not going to continue to pay for furniture covered in rat droppings. They are a fraudulent company who is literally stealing money and destroying people property. They have mice the management saw the droppings. They paid the claim out because of the rat droppings so where is the lie? This should stay up to let people know that they should beware of this company. They also should know that the renters policy only covers 500 for rodents infestation. The property is filthy out side always garbage. I called the city about it and they were sending an inspector out. Potential customers should be informed about this company and it rodants and fake insurance coverage. It doesn't matter if this complaint comes down the ************************* has been notified and I have filed a complaint with them. They should not be able to destroy $4800 of my property and only pay out 500. I'm not going to stop I will continue to file complaints until something changes. People have the right to know this is a bad company that dose bad business.
Business Response
Date: 01/11/2023
We have attached documentation of our monthly pest preventive service with Orkin. Our manager also claims that she never had such a conversation with this customer.
We request that you kindly close this complaint on the basis of lies she has claimed against our business. We've also attached her ledger and file notes from our data base. Customers unit is currently in public sale on failure to pay on her unit.
Thank you for your consideration.
See Attachment/File: Proof of Monthly ********************
Initial Complaint
Date:09/07/2022
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 rented with extra space storage, this company has since took over without my knowledge. My bill has gone up drasticly. My due date has changed from the 25th of the month to the 1st of the month AGAING without my knowledge. I called and spoke to the local manager and he basically told me it's a business and they can do what they want and they can't change what a company does for a customer despite not knowing a new company ever took over. I now have a $244 BILL A MONTH plus a $44 late fee because i didn't know they changed my due date
Business Response
Date: 10/21/2022
Business Response /* (1000, 8, 2022/09/23) */
After careful review in our customer database, we do not have a customer by the name of ******** ********. Could the unit be under a different name? If so, please respond so we can review your account with us.

Thank you.

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Store Space Self Storage is NOT a BBB Accredited Business.