Complaints

This profile includes complaints for Stor-It Self Storage LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Stor-It Self Storage LLC has 16 locations, listed below.

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  Stor-It Self Storage LLC

  600 N Maple Grove Rd Boise, ID 83704-8243

  
• 

  Stor-It Self Storage LLC

  1450 N Mitchell St Boise, ID 83704-8172

  
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  Stor-It Self Storage LLC

  1435 W Malad St Boise, ID 83705-4481

  
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  Stor-It Self Storage LLC

  1776 N Avest Ln Meridian, ID 83646-7374

  
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  Stor-It Self Storage LLC

  355 N Ten Mile Rd Meridian, ID 83642-5403

  

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:11/27/2024

  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 recently lost thousands of dollars worth of belongings due to the negligence of Stor-It Self storage. They have a massive mice infestation and do nothing about it. When I left the unit they said I should expect this to happen because it happens all the time. I even have a video of the guy in the office saying, "There are mice and rats everywhere. I don't know what you expect from us." Unfortunately, this video is too large to upload for the complaint, so I would be happy to email it to someone, along with the multiple videos of the mice f**** and dead mouse bodies all over my unit and my belongings. The mice infestation wasn't in just my unit either. I paid $4,929.09 in rental fees at this location only to lose everything I owned. It's truly appalling. I also had to spend over $500 to a junk lugging company to have all of my things hauled away to the dump. The whole place is a health hazard, especially given that I am pregnant and could barely set foot in the unit without getting ******* seems that the website will only let me upload 1 picture, but I have tons more pictures and videos to provide. I lost everything from the first year of my daughter's life, things from when my sister was little, things of my mom's, things from my grandmother, etc. All of these things are irreplaceable and this company doesn't care. They just continue renting out these mice-infested units without any warning to customers.

  Business Response

  Date: 01/17/2025

  To Whom It May Concern: 

  We never like to hear of a customer having any sort of a loss while storing at our any of our facilities.  It is a material condition of our rental agreements that customers maintain an insurance policy on their items.  This customer did have a policy through a 3rd party tenant insurance provider, so hopefully a claim was filed.

  There were several false accusations in the complaint.  Around the time this complaint was submitted, there were multiple news outlets in the greater ***** area reporting on the unprecedented rodent populations in the ****************  To say that we do nothing is absurd.  We have over ************************************ question alone, that are maintained by a pest control professional.  We spend thousands of dollars on these services.  We also have dozens of blogs posted on our website how to property pack and store one's items.  Unfortunately, we cannot control what some customers may put into their ********************** units or how they packed it.  Were there accessible perishable food items, or anything else that attracted the rodents into the building or unit?  We have no way of knowing that or unfortunately preventing it.  Did the customer routinely check on their items?  Again, we cannot control those choices.  While we wish the customer the very best, there will be no refund.

  Regards,

  Customer Answer

  Date: 01/30/2025

  
  Hello. I do still wish to respond to the business. I did not realize there was a time limit to respond. I apologize. 
  I do not accept the business's response to my complaint. 
  My response is as follows:
  I did not make any false claims or accusations in my complaint. I also had all of my items packed appropriately, and there was no food of any kind in my unit. There are several holes in the walls of the units, allowing the infestation of rodents to easily travel between them. There was no evidence of any traps or anything else to show that they had made any kind of effort to contain said rodent problem.
  I lost thousands of dollars worth of my belongings, most of which have incredibly sentimental value and can never be replaced, and even had to spend hundreds of dollars more just to have said belongings taken to the dump. The fact that the business responded without the least bit of care or compassion for the massive loss that their gross negligence caused only proves that they are a selfish company with no regard for the well-being of their customers.
  

  
  

• Initial Complaint

  Date:08/21/2023

  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.

  On 08/01/23, the date my rent is due, not considered late until the 15th, I received a phone call, then a text stating autopay did not go through, to update it before the 15th to avoid a late fee. I do not recall signing up for autopay. My payday was 3 days later on Friday, Id pay it then. I work 4 days out of town, 3 days in *****. That day, (08/01) I went to storage to get my work supplies and drop off wood. I was locked out, yet I wasnt even late. Late is, by law, midnight after the due date, or as stated in the contract. I immediately called, and was denied access due to a $75 cleaning fee that I had not been invoiced for. I had only rented the unit two weeks prior. He stated it was for three rags that were left in the driveway. I later found out the rags were accidentally left by my sister, who hung them to air out, as they had gasoline on them. She forgot to grab them after she unloaded the car. Nothing a sincere apology shouldnt take of, wed have come got them ourselves, had he called. On top of the rags, he said I smoked in the building, which never happened. My sister and I carry an unlit cigarette with us, it prevents us from smoking, and his video will prove it was not lit. He also said I left f**** in the hallway, which is untrue. A flat out lie. There are at least 3 different people living in 3 different units, that I am aware of, maybe more. *** personally seen one smoking in the hallway. He said it was a bag of f**** that I am on video carrying. That never happened. I told him I wasnt even in town. He stated it was awhile ago. It may have been a bag that was left in my unit previous to my moving in. I intended to drop it at the office, but may have forgotten it on my way out. He wanted some ungodly amount that I, a single grandmother, can not come up with, even working 7 days a week. Being illegally and prematurely locked out, payment not yet late, I am unable to do my ***** jobs, losing 1/2 my income, both jobs, and possibly my home to follow

  Business Response

  Date: 08/21/2023

  To Whom It May Concern,

  
  24-hour access is not contractual and may be restricted at any time.  She was restricted to business hour access due to the events she described above, and there is certainly no reason for us to lie.  We prefer all our customers be able to move their items into to storage, and then vacate when they no longer need storage space.  The units are for storage purposes only, and are not a place to work, hang out, or any other form of human or animal occupancy.  We do not appreciate having to clean up human feces.  If the tenant in question cannot pay all fees current and abide by the rules, she is certainly welcome to take her business elsewhere.  We are confident any potential customers reading this will appreciate us working to keep our ************* and clean.

  Thank you,

• Initial Complaint

  Date:04/18/2023

  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.

  I park a 30 ft travel trailer in a 30 ft space at the ******* location. For at least 2 years they have let a moving company (Case) park a overlength truck next to my trailer. This overlength truck extends into the drive through lane. ** order to pull my trailer out I am limited by how far forward I can pull before turning my truck due to trailers parked on the other side of the drive through lane. With this moving truck parked next to my trailer I am out of room to get around the end of this moving truck. I have reported this issue to them, with photos, for at least 2 years. I am forced to obtain a smaller truck (or other method) to pull out my trailer with clearance to get around this moving truck. The first regulation on the Stor-it list of regulations is: 'Overall Length and width of stored item may not exceed the size of the space'. When I present the photos of the truck they have agreed it violates their rules. They have suggested several items that have not come to bear: 1) Get me a different spot when one becomes available. 2) Have the Case moving company put a smaller truck in that spot. 3) Cancel my rental. ******* will require me to get my trailer out with some other method then using my truck in order to get around the violating truck in the adjacent space. These do not solve the issue. #2 has not occurred and I have no feedback on any progress from Stor-It. I appear to be the only Patron in this situation at this location. I have photos of other Case moving trucks that would fit into this space and meet their regulations. This moving truck was not present when I started the lease here. By not enforcing their own rules they have put a unreasonable constraint on me to access my trailer. This has caused me to change multiple vacation plans where we had planned to use the trailer. I am working on a solution but I am having to go way beyond what other patrons are required to do to access their rented spaces with a trailer meeting the Stor-It regulations.

  Business Response

  Date: 05/01/2023

  We of course want all customers to be happy with their spaces.  As has been communicated, several times, with this customer.  We have him at the top of the waiting list to get a new space.  We just have not had anyone move out yet.  The moving company that is referenced here, is also on a waiting list to get all of their equipment next to one another.  We are working to resolve the issue to everyone's satisfaction as soon as possible.  

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19950491
  
  I am rejecting this response because: Today the Stor-it offered me a choice of 2 other locations, 81 or 104. I have responded saying space 81 looks like a better alternative to the *************. However, the Case moving truck is still next to my trailer, sticking well into the pull through area , consuming the space needed to get my trailer out. So, the first priority will be to get the trailer out of the ************* in order to use it which would include moving it to another space. So, although I like the help getting to a new space, Stor-it has not done anything to address the highest priority issue: moving the obstruction (Case moving truck) so the trailer can be removed. I have another photo to share if necessary. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/16/2023

  We offered the customer a solution, and he accepted it.  The moving company is also waiting for a different space, and they pull the truck out every single day to use to operate their business, the so-called obstruction is not an issue during normal operating hours.  It is also out opinion that the truck does not present an obstacle that is insurmountable.  We are considering this issue resolved and closed.

  Regards,

• Initial Complaint

  Date:04/11/2023

  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.

  We have rented 2 storage units for several years from stor it on Ten Mile Road.First, a person is forced to pay in advance. It's my bad for agreeing to it! Then, if you are late on the prepaid payment date, you are assessed a late fee (for paying in advance!).Then, we were forced to pay a deposit ($20 per shed).We informed the office personnel that we would be moving out the end of March, but also stated it could be earlier, to which they said "no problem, if are out earlier, we can pro-rate the rent".We did move out on March 26 and notified them we were out that day. To which they stated "Great, thank you!".We waited for them to send our money back which we thought would be not only the deposit on each shed ($20 ea), but also for 5 days prorated rent ($401 per month between the 2 units). Imagine our surprise when we received a check for $20!We contacted them and they said we only paid a $20 deposit on one of the units. They also now say if it was prepaid rent, they cannot prorate it, claiming it is nonrefundable if prepaid. Since they don't allow anything but prepaid, it sounds like they don't refund, ever! Further, they require an auto pay!!This is nothing more than a scam to keep money owed to you.Further, they tell you bold face lies about prorated rent before you move out, and no return of any funds after you move out.THIS NEEDS TO BE STOPPED!!.

  Business Response

  Date: 05/01/2023

  To Whom It May ***************** course, rent is due in advance.  There is not a single storage company that is going to bill in the rear for storage space.  That makes zero sense.  Most other companies also require a 30-day notice, we only require a 5-day notice.  So, when this customer gave notice on 3-21-23, many companies would have required them to pay an additional month of storage to satisfy the 30-day notice.  We did not.  The units were vacated on 3-27-23, and no, the remining 4 days of rent is not refundable.  The units were also rented when the facility was under previous ownership, and this customer was only charged one $20 refundable deposit at that time, and that is what he got returned to him.

  We respectfully request this complaint be removed from this platform.

• Initial Complaint

  Date:02/23/2023

  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.

  My rental contract states that I must have storage insurance or provide proof of other insurance. I provided proof of insurance from my ******** insurance agent on **** via email to the Stor-it office, and five minutes later , the same day I was evicted via email. This appears to be a clear violation and breach of contract. The ********* storage insurance being offered appears to be a valuable profit center and any dissidents to this coverage are immediately dealt with.

  Business Response

  Date: 02/24/2023

  To Whom It May Concern:

  Stor-It Self Storage is a Family Owned and **************** that has been *************** the Greater Treasure Valley and beyond for more than fifty years.  We are deeply rooted in our communities and have taken pride in helping said communities in many ways.  

  We reserve the right to refuse service, and at this time have decided to sever our business relationship with *************  He was given the contractual notice to vacate the storage unit, and we wish him well.

  Regards,

  Stor-It Self Storage

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19454000
  
  I am rejecting this response because: Let's call it what it is.... A retaliatory eviction and breach of contract, not allowing me to self-insure my contents. I asked twice to please review my insurance coverage and denied twice.  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/02/2023

  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 received notice that I was being forced to pay for insurance through this company. I reached out to them on or around the 26th of December 2022 to get a copy of my lease agreement. They told me they will not provide me with that as it's against their company policy to do so.I asked them to tell me what gives them the right to add on insurance without my permission or a change to my lease. I haven't heard back.I want a copy of my lease agreement and I will NOT be paying for insurance I did not agree to. I am filing with the ** of ***** as well for misleading business practices.

  Business Response

  Date: 01/05/2023

  To Whom It May ************************ are several slanderous fallacies in this complaint.  The first being that we refused to give him a copy of his lease agreement.  Attached is an excerpt of this individual initialing that he acknowledges receipt this completed agreement.  What this individual did with it is of his choosing. 

  
  As with most contracts, policies can be updated at anytime by notifying the lessor.  This individual is claiming that the notice he received was going to force him to pay for insurance.  That is, again, untrue.  Attached is the notice that was sent to him on 11-28-22, updating the customer on a change of policy. 
  The same notice states the following:

  
  Our records indicate that we currently do not have proof of insurance on file for your storage space. Please forward by December 31, 2022, via fax, email,mail, or hand delivery a copy of your certificate of insurance or declarations page with the section detailing the coverage of remotely stored itemshighlighted. If you would prefer, you may also visit the SecureInsuranceChoice.com personal web link using your Personal Access Passwordbelow and enroll in the third party ************************* Program for the coverage limit that meets your needs. If you do not currently have insurance and/or we have not received a response by December 31, 2022, to be certain your goods are protected, we will initiate your enrollment in the thirdparty ************************* Program that we have available for the minimum coverage of $2,000 at a premium of $11.00 per month. The $11.00 premium charge will be applied on your next billing date, on or after December 31, 2022, and your coverage will become effective upon payment.
  
  This individual was not forced to do anything, he could have provided his own proof of insurance but choose not to do so.
  
  Stor-It Self Storage is a family owned and operated company.  We care about our customers and want to be sure their property is as protected as it can be.

  We kindly, yet adamantly, request this complaint be removed from your site.

  
  Sincerely,
  
  Stor-It Self Storage

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18652616
  
  I am rejecting this response because:

   the business is full of fallacies themselves. Ive attached the screenshot stating they dont provide copy of lease agreements. I was never told I had to have insurance approximately 5 years ago when I rented this unit. *** asked for proof that I agreed to this new requirement and they refuse to provide me with proof. If they cannot provide me with proof, then this is a violation of my agreement and rights as a consumer. 
  

  i did not agree to have insurance on my unit. Because of that, I will not get insurance of my own volition and therefore AM being FORCED to pay theirs as outlined in my attachments. 
  

  they must prove I agreed to this and they are refusing to do so because I didnt agree to this. These are unfair business practices and until my demands are met as a consumer, I will not accept any response from the business and this will therefore be public record on the BBB website. 
  

  Once I am provided with this information I have demanded, I will pay what is due on my unit minus the rent and I will take my business to a company with better reviews that dont have unscrupulous business practices. 
  
  Sincerely,
  
  *****************************