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Business Profile

Storage Units

Gray Line Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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  • Initial Complaint

    Date:04/24/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    The company Gray line storage formally Macon Storage located on 5410 Hawkinsville Road is arbitrarilly increasing my units insurance. They increase it around November or December of 2023. Then increased it again around February 2024. Nothing has changed concerning the look of the unit. There has been no thefts on my part. So, I questioned the increase. As usually, they give me the "its the economy", spill. Well I asked them why were they advertsing an extremely lower rate on this website. For the same size unit, its only $59/month. I just started paying $89/month for a ** x ** unit. There is a for lease sign on the building. So who's receiving this money and why are they going up on my unit. The customer service rep stated she sent me an email about the increase. I couldn't find an email. They're charging the same prices as the new storage facilities, and Gray line has not improved on anything. Someone knocked down the entrance gate a few weeks ago, and one of my locks disappeared off of my unit without a replacement. I would like someone to investigate their business practices. I would like my rate the same as the rate on the above website which is $59.00 a month. I was told it was promotional, but I dont see any mention of a promotional rate. I would like them to reimburse me for my $10.00 lock.

    Business Response

    Date: 05/06/2024

    Dear Better Business Bureau,
    I am writing to address the complaint filed by *** ***** ****** against Gray Line Storage Macon. We aim to clarify the concerns raised and provide context regarding our pricing and facility policies.
    Ownership and Management: We acquired this facility in the previous year and have since maintained compliance with all applicable business regulations. Attached are documents supporting our legal rights as the current operators.
    Lease Agreement Details: *** ****** has a month-to-month lease agreement, which is standard practice across self-storage facilities. Clause 16 of our agreement explicitly permits adjustments to the rental rates to reflect operational needs. Customers are, of course, free to vacate their units if they disagree with any rate adjustments.

    Customer History: *** ****** has previously disputed issues and threatened to use BBB complaints against our company. Records from both the current and previous management show a pattern of complaints that we have continually addressed to the best of our ability.

    Regarding the Specific Issues Raised:
    Pricing Discrepancies: The advertised rate of $59/month on the website mentioned is a promotional rate for new customers, which is common in the industry to attract new business. The lease agreement supports us in raising rental rates. 
    Security Concerns: We acknowledge the recent incident with the entrance gate and the missing lock from *** ******'s unit. We are addressing these issues promptly and are committed to ensuring the security of all stored ite*** Our tenants are required to have one lock on their units at all times. At no time can they have two locks on their unit unless Gray Line Storage Macon provided a second over lock because of missed payments. 
    We strive to maintain transparent and fair communication with all our clients. 
    As far as resolution, we will ask that Tina ****** vacates the unit and our storage facility in accordance to lease agreement. 

    Sincerely,

    Adam P******

    Gray Line Storage Macon

Gray Line Storage is NOT a BBB Accredited Business.

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