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Business Profile

Storage Units

Capital City Storage, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/13/2023

    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.
    On August 16, 2013 I paid for a storage unit at Capital City Storage and was given unit ***. Nothing was ever placed in the unit at all. When I got an email asking for the next month's payment, I explained the unit was never used and that I wanted to relinquish the empty unit to be used for someone else. I call and received an automated system that never allows you to speak with a human, so I sent an email. The storage company responds to my email with "There is a personal lock on the unit and unit cannot be relinquished until lock is removed." I, at first, just wanted to give them access back to a unit they could've been renting. Now I am seeing they had me pay for a unit being used by someone else already. I send an email explaining that I never showed up on their lot to put anything in the unit but now I feel I need a refund because I was paying for someone else's unit. Then I decided to actually drive to the lot to speak with someone in management to get it all sorted out. I arrive at their facility to discover that the entire lot is surrounded by an access gate, an access gate to which I was never given a code to access. So my unit is already being used and I was never given access to the lot. There is no button on the gate to contact management or the office. If you don't have access to the main gate, you don't have access to office or units. I send another email stating that I feel as if the unit should be removed from my name and my payment refunded because I was rented someone else's unit and never given access to the gate to move stuff in, had I wanted to. As soon as I ask for a refund due to their error, they send me an email stating that there is no personal lock on unit *** and that I owe them a payment. I again send them an email stating that I was never given access. Now they are claiming items are in the unit and I am liable for those items even tho it's been made clear they never gave me an access code for the gate.

    Business Response

    Date: 10/18/2023

    We are very sorry about your experience *** **** It was a unique situation where you rented the unit and then someone else's lock showed up with a few days of your rental, it took some time to investigate by reviewing our camera footage and gate access logs. However after doing so we did end up refunding all of your money on 9/22, it was put back on the card you paid with. Again we apologize for any inconvenience, we hope to be considered if for any future storage needs you may have. 

    Business Response

    Date: 10/18/2023

    We are very sorry about your experience *** **** It was a unique situation where you rented the unit and then someone else's lock showed up with a few days of your rental, it took some time to investigate by reviewing our camera footage and gate access logs. However after doing so we did end up refunding all of your money on 9/22, it was put back on the card you paid with. Again we apologize for any inconvenience, we hope to be considered if for any future storage needs you may have. 

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