Complaints

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

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  American Way Storage

  1109 S 19th St Mattoon, IL 61938-5222

• 

  American Way Storage

  1812 Oak Ave Mattoon, IL 61938

• 

  American Way Storage

  1390 Washington Ave Mattoon, IL 61938

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:06/17/2025

  Type:Billing 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.

  When they bought out the company, I was paying $60 a month for storage. Two or three months later, they raised the rates to $85 a month. Then they sent me another statement saying they will raise it again to $89.25 and this was last year. This year, they sent me a statement saying they are raising it to $92.00 a month. I consider this price gouging. I dropped them and called about a refund and they said they don&#**;t do refunds. I would like a refund for the two weeks the unit could have set empty..

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to this complaint.
  American Way Storage operates multiple self-storage locations and strives to provide clean, secure, and competitively priced storage solutions. We understand the customer's concern regarding rental rate increases and appreciate the opportunity to clarify our policies and the timeline in this situation.
  

  Rate *******************start="538" data-end="541"> When our company acquired this location, the customer was notified in advance of any rate changes. Like many businesses, we periodically evaluate rental rates to keep pace with inflation, rising operating costs, and prevailing market conditions. The customer experienced a few moderate increases over the course of their tenancy, consistent with industry practices.
  

  Notice & *****************start="929" data-end="932"> Per our lease agreement, each rental term begins on the first of the month, with billing statements issued approximately 15 days in advance. The lease automatically renews monthly and expires on the last day of each term unless proper move-out notice is provided and the unit is vacated.
  

  In this case:
  The customer was provided written notice of the rate adjustment on April 29.
  The unit was not vacated until June 17, well into the June rental term.
  Because the lease renews monthly and the unit was occupied past the start of June, the full month's rent was due.
  

  Refund *****************start="1532" data-end="1535"> We do not offer prorated refunds after the monthly rental term has begun, which is clearly stated in the lease agreement signed by the customer. This policy is standard across the self-storage industry and ensures fairness and consistency for all tenants.
  

  We regret any frustration the customer experienced and wish them the best with their future storage needs.
  Sincerely,
  

  **** ******
  Vice President of *******************start="1955" data-end="1958"> American Way Storage

• Initial Complaint

  Date:12/09/2024

  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.

  We have 2 storage units (626 & 355) at Alligator Self Storage in *****************************************************************************************. My son is listed on the contracts, but we shared both units since we lived together. He unexpectedly died at the age of 44 at the end of March 2024. I called the prior ownership in early April to notify them of this and asked them to change ownership to me, which they said they would. I have been paying the monthly rent both before and after his death. I received a letter addressed to my son ******* ***** in late Summer notifying me of new ownership. I called to ask the new owners, American Way Storage if the ownership change was made since the letter was addressed to my son. They confirmed this had not been done and they could not make a change without a court order or a will. Therefore they will process any automated payments, so I have to call monthly to pay. My son did not have a will which is common for his age. The company is happy to continue taking my monthly payment for the rental and have done so since April. Within the last week, I discovered a problem with the slider latch on one of the units. It will not slide there for making it impossible for me to re-lock my unit. I called today (12/9) and they will not fix the latch without a will or court order. This is risking theft of my property.

  Business Response

  Date: 01/03/2025

  Hello ***,

  Were truly sorry to hear about your experience and appreciate your feedback. At American Way Storage, we value all of our customers and strive to provide clear and transparent communication about our policies.  In order to protect the personal property of a decedent, we have procedures in place to ensure the storage unit, property and information on the account is transferred to the proper beneficiary.  In order to accomplish this, we require a properly completed small estate affidavit or court appointed letters of office.  We're glad to work through this issue if you'd like to give our office a call at ************ or email us at *********************************************************.