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:08/07/2023

  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 paid for 1 month of storage upfront. My storage needs changed and I needed a climate controlled unit because of the heat, which storage sense did not have. I left the unit in 9 days and was not refunded my remaining paid balance. I asked the manager for a professional courtesy refund and was told that they will not refund me. I would like refund for 20days of paid storage that was not used. Thank you

  Business Response

  Date: 08/25/2023

  ************************ came and was given a thorough tour of the property before he decided to ren a unit with us. He was well aware of the fact that we do not offer climate controlled units. He still chose to sign a lease with us and rent a unit. He paid for his first month, and then ten days later decided to move out. When he was signing the lease it was explained to him that we do not pro-rate for any unused time at this location. He understood. When he moved out, I explained this to him again.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20434049
  
  I am rejecting this response because:

  This statement by Storage Sense is false and Untrue. When i signed the lease, it was not motioned or explained to me that they "Do Not Prorate" I was simply told to sign a very small screen accepting their terms. The entire signing process was very quick. Storage Sense has policies that do not favor the consumer and in this case $150 was simply stolen from me. I am not sure how a company has policy to charge for services not rendered. My storage needs changed and Storage Sense was not able to accommodate my storage needs. Its only fair that I am only charged for services used and rendered. I want my money back for services not used and rendered. In my experience Storage Sense is not a good company to deal with. I have used many storage services in the past and this is the only time I was taken advantage of. In this case Storage Sense is not competitively priced or properly managed. Please issue a refund for 20 days of unused storage. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/07/2023

  As I stated before, we always go over the fact that this company does not prorate. This is communicated during the rental process in an effort to avoid situations like this. It was also communicated that we do not offer climate control storage. After all of this, ************************ still chose to sign a lease. I have attached a copy of his signed lease, and if you notice on page 3, it states "The minimum rental term is one month." 

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20434049
  
  I am rejecting this response because: This is simply terrible policy and terrible customer service. You are charging me for services NOT rendered. Please refund me funds owed. Thank you 
  
  Sincerely,
  
  *********************************