Complaints

This profile includes complaints for Storelocal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Storelocal

  PO Box 347 Meridian, ID 83680

• 

  Storelocal

  3735 N Fruitland Ln Coeur D Alene, ID 83815-9363

• 

  Storelocal

  1220 Airport Rd Pendleton, OR 97801-4591

• 

  Storelocal

  3030 W Irving St Pasco, WA 99301-4672

• 

  Storelocal

  17792 Middleton Rd Nampa, ID 83687-8230

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:02/21/2025

  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 have a roof leak that was reported Dec 21st. I was told nothing could be done because it was a weekend and Christmas was in a few days. No follow up or follow through. Today I stopped by. No one in the office and no note on the door. I left a phone message. And called Richlands Storelocal and spoke to ***. She previously told me the company was lousy to work for and she was probably leaving. *** told me nothing could be done and t1hat I had to pay to move my things again to another unit. *** called her ***** manager who confirmed they could not move my things or hire anyone to do it. I was told to take pictures and file for compensation. That's it! *** had n o idea where the situation stood with getting estimates for the roof repair. I was told there were more units than just mine that needed fixed. I expect to me moved and compensated.

  Business Response

  Date: 02/24/2025

  We take all customer concerns seriously and appreciate the opportunity to respond.

  We acknowledge that the tenant reported a leak in their storage unit on December 21st, 2024. As documented in our internal notes, upon receiving the report, our staff took immediate action to begin coordination with the tenant. On December 24th, 2024, a roofing contractor inspected the unit and identified the issue. On December 28th, 2024, we authorized unit access for repairs in coordination with the tenant.

  Unfortunately, on February 21st, 2025, we received a call from the tenant, who was understandably frustrated that a leak appeared to still be present. We've taken immediate action and will have a roofing contractor on site this week again. We offered to transfer the tenant to a different unit to mitigate further inconvenience. As outlined in the leasing contract, it is correct that we will not assume any liability for the contents of the unit. We will also not assume costs of moving the contents of the tenant's unit if they choose to transfer into another unit. Additionally, we advised the tenant to report any damages to their belongings to the claims department, as per our policy and standard operating procedure. 

  Regarding the tenant's request for compensation, our records indicate that the tenant signed and was informed of our lease, in addition to being provided the information to file claims for any damages. We are happy to assist and support the claims process.
  

  We sincerely apologize for any inconvenience caused and remain committed to resolving the matter in accordance with our policies and industry standards. If the tenant wishes to proceed with a claim, we encourage them to submit the required documentation so we can support them in that process.

   

  Sincerely,

  Storelocal Management 

• Initial Complaint

  Date:01/15/2025

  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 opened my storage unit in May 2024, I had issues in September with fraud activity with my bank and had to close my accnt, I tried contacting storelocal to make a pmt arrangement, they are not available on the weekends, so they locked my storage unit and i couldn't get ahold of anyone, or get into my unit the entire weekend. They *** me a late fee, I asked if there was any way to waive the late fee the manager Just said "nothing they can do about it". I then decided i was going to get it cleared out to cancel it, it took me a bit to get it done for I'm a single mom and work a ton to make ends meet. On January 11th I went into their web and did option to cancel unit so I wouldn't be charged, in red letters said "oops, something went wrong". Why would you have this option on your site if it doesn't work? So I took a screenshot of it and sent an email to the storage facility. Here I'm thinking that my storage until will be pro-rated since I emptied it on the 11th and I had already paid for the month. I didn't get any response back, the 12th nothing, the 13th I still didn't get conf that my storage unit was canceled. So at 1:00 after work, i went to the facility, and omg, the place was locked, out to lunch until 2:00pm, so i called at 2:30pm, he told me that he canceled my unit first thing that morning. So I asked him when I would be getting the check for the rest of the month. He told me that if I cancel the unit by the 5th then they would prorate it. But because I canceled on the 11th I won't receive anything back. I was so frustrated, I asked him for a phone number for the corp office, he told me he couldn't give that info to me and that he would send them a message to call me. It's now the 15th and nothing. I looked up the corp office left then 2 msgs and nothing. I would just like my refund from the 11th to the 31st that I paid for and not using the unit.

  Business Response

  Date: 01/27/2025

  *******, thank you for taking the time to share your feedback. We value all of our tenants and strive to provide the best possible experience. We want to address the concerns you raised regarding your account and clarify our policies.

  
  Our records indicate that our team responded promptly to your concerns in September 2024 when you contacted us about your account. At that time, your payment was processed, and access to your unit was restored. While we understand how frustrating any inconvenience can be, our facility operates under standard leasing policies outlined in the rental agreement you signed.

  
  Regarding your cancellation request on January 11th, we understand the frustration you experienced when encountering an error on our website, which we will look into. We appreciate your email notifying us of the issue. Our team processed your cancellation request, as confirmed during your phone conversation on January 13th you mentioned. Per the terms in section 19 of our lease agreement, we do not prorate partial month's rent, therefore a refund will not be permitted. 

  
  We sincerely regret any inconvenience caused by your inability to connect with our team during business hours or the short lunch closure on January 13th. We strive to maintain open lines of communication and are committed to ensuring accessibility during our posted hours of operation.

  
  While we are unable to provide a refund, we appreciate your feedback and will use it to improve our processes and communication in the future.

• Initial Complaint

  Date:03/15/2024

  Type:Customer Service 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.

  Unbelievable They ripped me off of all of my belongings, entire household and more. Based on some fine print on their policy. Estimated worth of approximately $100000. They took it all, from my SL500 MB, 2 chopper motorcycles, tool boxes Im a diesel tech, I also rode bulls and horses saddle and riding gear gone, documents, pc, laptop, furniture, all the way down to my toothbrush. Simply unbelievable what happened, it takes an extremely despicable person or company to rob somebody of all of his belongings, I mean all ! On top of it, they blocked my phone number shortly after, so I could not reach out to them. After some intense research, I found out that storelocal is owned by cedar creek capital and bitterroot holdings. Even after reaching out to them, it seems to me that these people just dont give a **** as long as they can make an extra buck and cash in on your belongings. Just despicable !! Be extremely aware, if you do business with these people. And just to be clear, I want my property back !

  Business Response

  Date: 03/28/2024

  
  **************** was found to have violated terms of his lease, therefore he was notified and his lease was terminated. Per our contract with ****************, and per standard operating procedure, he was provided notice of this termination and provided an ample and specific timeframe in which he was to remove the contents from the storage unit and from the property. **************** did not remove the contents from the storage unit or from the property in the timeframe provided. At that point, in coordination with ****************, an informed decision was made to extend the timeframe for **************** to remove the contents from the unit and the property. For the second time, **************** did not remove the contents from the unit or the property in the timeframe provided. Per the contract and adherence to established applicable laws and regulations, the contents of the storage unit were removed.

  Business Response

  Date: 03/28/2024

  The property owner has stated that they've responded to this complaint 2X previously, but we continue to receive these messages. Is it possible that **************** is repeating the same complaint over and over? The property owner's statement is/was as follows:
  
  **************** was found to have violated terms of his lease, therefore he was notified and his lease was terminated. Per our contract with ****************, and per standard operating procedure, he was provided notice of this termination and provided an ample and specific timeframe in which he was to remove the contents from the storage unit and from the property. **************** did not remove the contents from the storage unit or from the property in the timeframe provided. At that point, in coordination with ****************, an informed decision was made to extend the timeframe for **************** to remove the contents from the unit and the property. For the second time, **************** did not remove the contents from the unit or the property in the timeframe provided. Per the contract and adherence to established applicable laws and regulations, the contents of the storage unit were removed.

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21428173
  
  I am rejecting this response because:

  for the following reasons.

  #1 

  What violation and can they prove it ?

  #2

  Why wasnt a warning given first to inform me of the violation ?

  #3

  Who gave the storage company the right or authority to move or handle my belongings ?

  #4

  Where are my belongings ?

  #5

  What happened with my belongings ?

  #6

  Why was I not notified by phone, email, text or by mail to inform me by the action taken by the company throughout the whole process ?

  #7

  Even if it be so. To move 700 square-foot of items, it takes time and can not be done in an extremely short period of time as well as you have to find new storage space to put it in.

  #8

  A fact is, I did not abandoned my belongings at any point in time at all !

  #9

  Another factor to have such a horrible customer experience or outcome, is perhaps that they mightve thought I am from ********** or from out of state up here in *****. Not too, out of state friendly, lets say.

  #**

  however, I believe that the biggest factor why this happened is just simply because to cash in on my belongings. Am I right?

  
  Sincerely,

  
  ***************************

  Business Response

  Date: 04/11/2024

  Storelocal reserves the right to terminate tenant leases at any time per the terms outlined in the lease agreement. Per this right, the lease agreement and adherence to established applicable laws and regulations, this lease was terminated, notices provided, and the contents of the storage unit were ultimately removed due to ******************** failure to remove them as stated prior. 

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21428173
  
  I am rejecting this response because:

  Sure you can to terminate a lease agreement when certain criteria are met, but that does not answer the questions I ask or why I rejected the response made by the business and thats why I contacted the BBB. I want answers to the questions I asked the business and why my belongings were basically hijacked or stolen from me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Unbelievable They ripped me off of all of my belongings, entire household and more. Based on some fine print on their policy.Estimated worth of approximately $100000.They took it all, from my SL500 MB, 2 chopper motorcycles, tool boxes Im a diesel tech, I also rode bulls and horses saddle and riding gear gone,documents, pc, laptop, furniture, all the way down to my toothbrush. Simply unbelievable what happened, it takes an extremely despicable person or company to rob somebody of all of his belongings, I mean all !On top of it, they blocked my phone number shortly after, so I could not reach out to them.After some intense research, I found out that storelocal is owned by cedar creek capital and bitterroot holdings. Even after reaching out to them, it seems to me that these people just dont give a **** as long as they can make an extra buck and cash in on your belongings. Just despicable !!Be extremely aware, if you do business with these people.And just to be clear, I want my property back !

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Got a unit here in February and have not returned since, I am a Wildland firefighter and have been gone working out of the southwest. Returned to have a different lock on my unit, had to pay the storage to have the lock cut. The lock is the same lock that they used to sell at the store and matches almost every lock in the compound. I offered to provided proof of what lock I put on and they refused.

• Initial Complaint

  Date:06/27/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  For the last year they have been charging me $200 a month for a 10x10 storage unit. Their advertised price on their website is $87. When I asked why we were being charged over $100 more than the advertised prices, ****** didn't know. Asked if he could contact his coorporate office and find out. Also asked if they would adjust the price to the advertised price of $87 since he didn't know why we were being charged so much. He they don't do that. Then asked if we could update and lease information to a new account holder, and take over the current unit. He said, if we wanted to lower the price we would have to request a new unit and remove to that one instead of changing price to match or change lease information. This has been going on for at least 9 months. The initial lease was under my daughter's name, *************************. My previous married name was added in the fall, *************************.