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 has 56 locations, listed below.

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  Store Space Self Storage

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

• 

  Store Space Self Storage

  94 Old Tower Hill Rd Wakefield, RI 02879-3724

• 

  Store Space Self Storage

  950 Phenix Ave Cranston, RI 02921-1122

• 

  Store Space Self Storage

  1030 S Erie Blvd Hamilton, OH 45011

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  Store Space Self Storage

  3927 Brown Park Dr Hilliard, OH 43026-1151

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:08/23/2022

  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.

  At the time my husband purchased an outside storage space for his enclosed trailer, he was not asked if he had insurance nor was he asked to purchased rental insurance. Is trailer was stolen on 8/8 and the onsite property officer told my husband that the trailer should have never been allowed on the property without personal insurance or buying insurance. Now the business is stating that they are not liable for the lost. I have tried to contact the corporate office but i keep getting directed back to the Humble location.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 12, 2022/10/03) */
  We have contacted the customer per her request.

• Initial Complaint

  Date:08/13/2022

  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 signed a contract with ********* Storage. the facility was sold to Store Space Storage and that is when all the problems started. My rent increase by 95% increase in less than 12 months. When I reached out to the facility they said the district manager. She/He never reached out to me. A couple of weeks went by I contacted the facility again no one answered. I started reading the reviews online and discovered the facility had rats and I was never notified. I was reached out to corporate and I was directed back to the facility. Needless to say, we went in circles for weeks with no resolution. In June of 2022, the facility was sold again and the new owners were no aware of the rat issue.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 8, 2022/08/30) */
  The property where this customer rents is no longer being managed by Store Space. Any and all complaints and issues should be raised with the current ownership and/or management company.
  
  While under our management the property was serviced monthly for pest control. We take pride in offering our customers a safe and clean facility. In research of this customers account, I do not see any claims to rodent damage or pest issues filed.

• Initial Complaint

  Date:08/03/2022

  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 have been renting a storage unit since December. Every month I pay my rental fees with no problem. I notified the supervisor on site about rat feces and pungent smell that are in my belongings. I was told to file a claim, so that's what I did. Now someone has emailed me stating that I need to provide receipts for my belongings. Are you kidding me?? I didn't bring the rats to the unit. And I don't have any receipts to provide. As I read other reviews/ complaints about a RAT ISSUE no one gave this person trouble trying to receive a claim check(resolution) from STORE SPACE because it was their fault!! So why am I not being assisted correctly and professionally?? I can't and I won't bring my belongings anywhere but to a dumpster. I'm a disabled veteran who's on a fixed income and I don't have money just to throw away. Nobody has returned my email. And I'm becoming very frustrated to the point of getting legal advice and going to the news station. This is absolutely ludicrous!! When you have insurance, there's always a stipulation NOT to pay. I'm totally disappointed with this situation. My fiance has items in this unit also. I wouldn't treat a dog like we're being treated. Hopefully this issue will be resolved promptly and I go on with my life. Good grief. : /
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 22, 2022/10/03) */
  Customer has been contacted. She has been spoken to regarding outstanding information needed by her to complete her claim with us. Ms.********* has not cooperated with our claims department to date and we cannot complete her claim without the required information from the customer.
  
  
  Consumer Response /* (3000, 25, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't have any receipts to provide. Why is store space trying to make this situation difficult?? Again I didn't bring the rats and rat feces to the unit. This is ridiculous because that's the whole point of having insurance. Now I've written my complaint and what's understood should not be explained over and over again. Since I filed my complaint no one from ss has called me and tried to right their wrong. Whomever this female is that's saying I'm not complying is NOT truthful.Its very unprofessional to make these allegations.What part don't ss understand, the RATS didn'tn't belong to me or the Rat feces. I paid my fees every month now they want to make it seem like I'm the villan. Are they serious?? To this day people are still storing food in units. Not my fault at all!! Do better ss!!
  
  
  Business Response /* (4000, 27, 2022/10/05) */
  We do have a claim for Ms.*********, we just don't have her cooperation with submitting the Itemized Losses Form along with supportive photos of damages from July incident.
  
  Additionally, the pictures she sent are the same from her January 2022 claim where it was denied due to the fact that she did not have protection or insurance on her unit.
  
  We need updated photos of the damage she is claiming and an itemized list of lost before we can progress. This information has been emailed to the customer from our claims department.
  
  Thank you.
  
  
  Consumer Response /* (3000, 35, 2022/10/21) */
  Nope one from SS has emailed or called me. I would like to see proof of this. The pictures I provided never changed because nothing in the unit changed. I'm not going to let this slide. To lie about contacting me is very unprofessional. I can provide my email log, AND I haven't received any emails concerning this situation from SS.Bottom line, the infestation of rats were SS problem not mine. As of 10/05/2022 I emailed SS the itemized list sheet AND the receipts and I still haven't heard anything from them. I'm not going away, I'm sure that's what SS expects me to do. My belongings shouldn't have been exposed to rats. Period point blank. I paid over $100 for the unit and SS couldn't insure that my belongings would be protected. SS is LIABLE for my belongings being damaged. I wouldn't recommend them to a dog!!
  
  
  Business Response /* (4000, 37, 2022/10/30) */
  We are resending email documentation for Ms.********'s file with us.
  
  Pleases also remove my name and address from the below rebuttals. Names and personal information should be edited and not published, per your instructions. Someone from the BBB neglected in omitting this information. Please advise. Thank you.
  
  
  Consumer Response /* (4200, 40, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of 10/31/2022 I have forwarded an email and my fiance has also of my (our) proof!! Now what lies will this female tell now?? ****** has the email also. I emailed the proof to ss on 10/05/2022. This is pathetic. I'm not going away, as I stated in the last rebuttal. But now it seems that it's time to retain a lawyer because this is unnecessary. Lady please stop lying and saying that ss has reached out to me because you haven't!! I sure don't have any emails!!
  
  
  Business Response /* (4000, 43, 2022/11/02) */
  Please find attached emails from This customer used threatening language from the beginning when we were trying to process her claim. Ms.********* clearly states in her attached email that she refuses to provide pictures and line items to substantiate her claim with us.
  Our claims department has been trying to work with her, but to date, she has not provided the photos and or other information for us to validate her complaint against us. Please see attached emails and file to show her lack of cooperation and refusal.
  Please advise once you have had the opportunity to review. Thank you.
  
  
  Consumer Response /* (4200, 45, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please submit my $500 check to the address listed on the Protection Plan Resolution & Release Agreement that was emailed from ss to me on 10/02/2022. Thank you.
  
  
  Business Response /* (4000, 48, 2022/11/07) */
  Our claims department reached out to the customer. We reached an arrangement that satisfies both parties.
  
  
  Consumer Response /* (2000, 50, 2022/11/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/01/2022

  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 had a storage unit with them since last July. When I got my unit it was a different company and I was never told they were changing ownership. I moved to California and since then they moved my belongings without telling me to another storage unit but when I came home I was unable to access my unit the assistant manager Barbara made me call*********** and pay out of pocket for something I didn't do. There was never a damage report done and my items still remain broken. I have called numerous times and complained But there's no corporate and none of the management or general manager cares to solve any issues. The level of unprofessionalism what I've gone through In the last year I've been a complete nightmare. I finally agreed to do a paid a Vacate option and I go to the office yesterday the 31st and no one is there and they closed early. Due to their mishap they now want me to pay them more $ because a new bill is generated on the 1st of the month. I've came out of pocket for flights, gas there and back to come to a empty office. Spent countless hours calling and leaving complaints and trying to get anything resolved, and all I get every time is "the GM will call you, we've escalated this." Nothing gets resolved and now my rent has went from $68 in the last year to almost 300$.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/04) */
  We tried to reach out to Ms. ****** this evening at 5pm EST to discuss the situation with her unit. Her phone did not accept messages and she did not answer.

• Initial Complaint

  Date:07/27/2022

  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 went to go visit my storage unit on 6/29/22 when I opened the unit I immediately saw huge rat droppings everywhere. All in my baskets, which are up high and along the floor. I was immediately disgusted. I have had multiple storage units before and never had this issue. There is clearly a infestation! Which is beyond normal issues. I emailed the company at [email protected] on 6/30/22 and still have not getting a response.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/08/08) */
  We reached out to the customer to discuss her complaint filed with the BBB. A voicemail was left on her phone with our contact information. We hope to hear from ***** soon to help resolved the situation.
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never received a voicemail. Please provide the number you reached out to me on or a number I can contacT your office at please?
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  Ms. ******* did return our call today 8/9/2022 at 3:54 pm. We are in the process of researching the status of her claim with us.
  
  
  Consumer Response /* (4200, 11, 2022/08/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still haven't heard back from business. Please use email and mail correspondence going forward.
  
  
  Business Response /* (4000, 24, 2022/10/12) */
  We have reached out to Ms. ******* personally and our claims department has emailed her. We do not have a claim on file for this customer. See previous email below with information left for customer.
  
  There is no TPP claim filed by ***** *******.
  
  Please encourage customer to go to TPP Claim submission site at: https://www.storespace.com/tpp
  
  She will have to attach photos (proof of damages), applicable receipts and fill out the attached "Itemized Losses" form along with the claim.
  Below is a screenshot from our S360 TPP accountability platform for L008. As you can see there is no claim in our files. Thank you.