Complaints

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:01/03/2025

  Type:Service or Repair 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.

  I contracted with this business for a storage facility. They have increased my storage fees 100% in the last 18 months. There is no explanation for this and no service levels have changed. The facility property also has safety concerns and health concerns in that, there is a toilet for customers that customers have no access to while on the property.

  Business Response

  Date: 01/08/2025

  January 7, 2025
  
  SUBMITTED VIA WEB SUBMSSION: **********************************
  
  Dispute Resolution Department
  Better Business Bureau
  
  Re:      Response to complaint ID ********
  
  To Dispute Resolution Department:

  
  Please allow this correspondence to serve as iStorages (#****) Answer to the BBB Complaint ID ******** filed by ***** ******** regarding storage unit 1057 located at ****************************************. In response to your complaint dated January 5, 2025, I conducted a thorough investigation of the claim raised by ******** with respect to the rental rate increase. 

  
  Our rental agreements are based on a month-to-month contract, which is standard across the self-storage industry. On August 16, 2023, a contract was signed by ***** ******** for a 10x20 inside unit at a monthly rental rate of $122.00/mo. On November 6, 2023, the rent was increased after notification to $139.00/mo. On August 6, 2024, the rent was increased after notification to $167.00/mo. The total amount rent has been increased since the agreement was signed August 6, 2023, is $45.00. Pursuant to Paragraph 1 of the contract, Occupant understands that the monthly rental rate may be changed by Operator by giving thirty (30) days advanced written notice to Occupant, with the new rental rate going into effect upon the next Rent Due Date. This is further reiterated in Paragraph 22 Changes, which states:

  
              All items of this Agreement, including but without limitation, the monthly rental rate,conditions of occupancy and other fees and charges are subject to change at the option of Operator upon thirty (30) days prior notice via first class mail or electronic mail to the Occupant. Any changes shall become effective upon the next Rent Due Date or on the date expressly stated in the Operators notice and shall thereafter apply to the occupancy hereunder.
  

  In answer to the issue of restroom facilities not being available, this location experienced a temporary staffing issue requiring the office to be closed. This issue has been resolved and there are restrooms available to the public during business hours.

  
  iStorage remains committed to providing its customers with a pleasant storage experience. 

  
  The terms of the rental agreement between ***** ******** and iStorage controls the obligations of ***** ******** and iStorage in this matter and we have acted in accordance with the terms of this agreement. Periodic rental rate increases are typically initiated to account for market changes. All adjustments are made in accordance with industry standards and in compliance with applicable laws.

  
  We appreciate the opportunity to address this complaint. Should you have any questions or if I can be of further assistance,please do not hesitate to contact me at ************** or via email at ****************************. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22762766
  
  I am rejecting this response because:

  I accept the contractual terms and have made arrangements to terminate service and move out at the end of January, 2025. 

  On the point of the restroom, I find the response inaccurate. I had a conversation week of January 2nd with a person called ******* (sp?), who if I understand is a regional manager. It was somewhat unprofessional in her tone and I specifically and numerous times tried to get her to commit to making the toilet available on the specific dates I would be there readying for moving my contents. I asked her to make the pin pad or key available. I let her know that I have a bladder issue, don't know the neighborhood, and don't feel comfortable driving around looking for a toilet. Especially when I will literally walk past theirs at least 10 times while I am there tomorrow the 10th and later in the month, with movers. She refused and when I pressed her she disconnected the call. 

  So yes on the contractual, it isn't worth the battle. But I reject the toilet part and the explanation that there is now someone there on site. ******* made it clear that there should be no expectation of having a person on site, and that a toilet, and I quote "is there as a courtesy with no obligation to let anyone use it." She also made it clear that there is no one in that job and that there is no obligation to provide any kind of onsite support.

  Net net, the explanation offered here by the entity is in conflict with that entire conversation and I reject it and the intrusion on something so basic as "please let me use the toilet."  

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/29/2024

  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 purchased a storage unit in October and made several attempts to get to the storage unit in order to use it but every time I went the office was closed. I was unable to use the storage unit for a whole month since I could not get it open. After calling the company about the office hours, they told me it was open until I got there only to find it was closed that day. I called and told an operator about my issue and they said they would escalate it but I have not heard a call back. The storage unit is over an hour drive for me and is this hard to get to during their business hours due to my work schedule. I felt like I was cheated out of my money because they have made it purposefully difficult to access the unit for people who work long hours and on weekends.

  Business Response

  Date: 12/05/2024

  Hello,

   

  Please see the attached response to the complaint filed by ***** *******.

   

  Happy holidays,

  Cheyenne West| Corporate Paralegal NSA Storage __________________________________ p|************ e|cwest***************************************************************************************************************************************************************************************************************************************** **************************** ***************************

   

  This email and any attachments hereto may contain information that is confidential, proprietary or privileged. If you are not the intended recipient or received this email in error, please do not retain, disclose, copy or take any other action in reliance on the email's contents, which is strictly prohibited. Delivery of this message is not intended to waive any applicable privileges. If you have received this email in error, please advise the sender immediately by reply e-mail and delete this message. Thank you.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22619062
  
  I am rejecting this response because: My concerns have not been resolved and I would like it to reflect that in the complaint. I was given 7 days to respond and the 7th day is today. I am sending this response at 3:24pm CST within business hours. I have received no communication from the business since I last contacted them on 11/29/2024 not since filing this complaint.
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/16/2024

  December 16,2024
  Better Business Bureau
  ******************************
  ****************
  
  Re:Response to Complaint ID ******** ***** *******
  
  Dear Customer Relations Representative,
  
  Thank you for sharing your feedback. We sincerely apologize that the response provided did not meet Ms. ******** expectations. We continue to empathize with her frustration, and we regret any inconvenience this may have caused.
  Please be assured that your lease has been canceled, and a full refund for the amount you paid has been processed (receipt attached). We are committed to providing the best possible service, and we appreciate your understanding in this matter.
  

  Sincerely,
  *************
  *************
  Corporate Paralegal
  ************** / ****************************

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/15/2024

  Type:Billing 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.

  With this business I am trying to pay my daughter's storage unit charge. The problem is when I get someone to answer their phone no one can help me. There is no human on site to make payments to and I can't make a credit card payment over the phone because the human has no idea how to do that. Multiple times of being on hold for hours and I can't make a payment. I realize I am in another state but I thought a business would know how to make a credit card payment. Maybe you would get better results than I can. All I want to do is make a payment. SOS HELP PLEASE.*************************** Peoria IL

  Business Response

  Date: 09/05/2024

  Hello,

  
  Please provide the facility location?

• Initial Complaint

  Date:07/12/2024

  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.

  I have been paying for a storage unit at. I storage for about 1 year I went to arrange my items most recently and discovered they had a white film substance all over my clothes and beds I was not notified that they had a rodent problem to remove my items and even saw mice droppings/ holes in my clothes along with a mice repellent package inside my unit and I didn't put it there. My storage is very organized and I know how I left my items but apparently someone was able to put repellent inside my unit without alerting me. I then spoke with manager stated I can submit a claim and upon checking my unit to submit claim have been unable to get inside my unit . ************** is unavailable and receptionist says they left notes and a voicemail. I cannot acess unit since July 11 and contacted management again yet today July 12 and again the same was said notes and voicemail was left it appears to me management does not want me to take pictures and changed my lock and have not been at location to assist my complaint despite the business hours displayed on facilities company door. Please help

• Initial Complaint

  Date:12/08/2022

  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.

  On November 30 2022, I made a payment total of ********. This is what was required to avoid my unit from being auctioned off. The same day of payment, I was told by rep that I will have full access to use my keycode to enter the building, and my unit, as there should not be what they call an "overlock" on my unit. I went to the facility same evening, and my code was "denied". I went home, and called Istorage, for a young lady to tell me that I would need to be at the location so I can be provided an "emergency code" but that I would still need an employee to be present to remove "overlock" as there may be one placed. Since before Halloween, I've gone to this location at different times during the week and on Saturday to try to get not only my payment made but access to my unit. And now that I got my account balance paid and at $0, I can't access into the building at all. I continued to call, only to be told my information will be sent to district manager for a callback w/in 72 hours, and it's been over a week and I've not received a call from anyone here and still no one is at the location. I was given a "reference number" ***** of my request for an email to be sent for a callback, and still nothing. I called today 12/6/22 to speak with a supervisor, and again was told an email will be sent. I explained to rep that I have already gone that route and no one is calling me back. District manager by the name of **** was to call me back and if no one does, to call customer service again. I've been doing that and I'm still not getting anywhere. I really need help, members of my community has also voiced their frustration that no one from this facility is ever present to assist and no one is calling back.