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:12/21/2023

  Type:Product 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 rented a storage unit starting March 31, 2023 to store my daughters things through the summer on her break from college. I was told that the sooner I booked the unit the more likely I was to get one, and I trusted that. I signed the information which told me that we would be charged a certain fee by the month until we submitted in writing and with proper photographic verification that we had moved out. We did have a few issues along the way with charges, especially around my proof of insurance on her items, which I had sent right away but they didnt respond or credit. Eventually the storage company worked with me to resolve it and refund my money. We arrived the morning of September 1 to move her out. This was the day she was assigned to move into her dorm. We were sure that morning to document everything photographically, and to email it immediately to the storage facility. They verified back that we had submitted the proper documentation. However, I was still charged $69 for the next month, And when my daughter called, they told her they were unable to refund it. They told her that she had agreed to pay a month ahead regardless of when she moved out. That is not contained in the documentation I have signed. I have contacted the storage company to ask for their explanation and to see if there is any paperwork they didnt send me a copy of that I had signed. They have failed to respond so far to my inquiry. I am happy to pay for September 1, but without my signature on a statement that Im responsible for the full month even if I only use a day, I believe they owe me the balance.

  Business Response

  Date: 01/05/2024

  BBB spoke to the business manager Lisa, she stated that the unit was rented by the consumer for her daughter, it has been explained multiple times to the consumer, that when a customer decides to vacate their unit, they must do so by the end of that month, this customer did not vacate their unit until the 2nd day of the following month, and was therefore billed for that month. It is clearly stated in the contract signed by the customer, that monthly costs for rental of a unit cannot be prorated or partially refunded, if a customer fails to vacate their unit on time, they will be billed for the entire month.
   

  
  

  Customer Answer

  Date: 01/05/2024

  Complaint:********
  
  I am rejecting this response because: I understand that they are saying this now, but I have asked them to provide the documentation of what I signed that said this.  I have had multiple billing problems with them, and in my paperwork, which I provided to you, it says I simply have to provide documentation that I have moved out and that ends the contract.  If I truly signed that I would have to pay for the month no matter when I moved out, then I will drop the complaint.  But this storage company has been unresponsive and I had to pay for two months of non-use just to make sure we had a place. Obviously if I had known from the beginning they wouldn't refund, I would have waited a few more days to get it inside the month.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/08/2024

  The vacate policy is in her lease, which she has a copy of.  We do not, nor have we ever prorated rentals.  Our rental policy is month to month.  If a tenant exceeds their anniversary date of move in ( which ************** did by 2 days), they are considered renting for that month and are billed accordingly.  Her anniversary date was the 31^st and she moved out on 9/2/23.  We have had several conversations concerning this matter.  I suggest that she look at her lease agreement

  Customer Answer

  Date: 01/08/2024

  If I had a copy of the lease agreement, I would have reviewed it. I have asked multiple times for a copy.  I will simply let this go at this point but will certainly not recommend a company that cannot return multiple phone calls, emails, or respond to requests.  Every time I've tried to get information, clarification, or changes, it has taken multiple contacts to achieve it.  This is now three requests for a copy of what I signed beyond what I have and they haven't provided it.  I am not satisfied but see no other option.

  Customer Answer

  Date: 01/16/2024

  Complaint:********
  
  I am rejecting this response because: My parents used a storage company in ******* recently that prorated and refunded money for just a few unused days of their month they had paid for.  Another storage company I worked with years ago did the same.  It is for this reason that I'm asking them to provide proof that I signed paperwork saying otherwise.  I'm bothered by the fact that they cannot or will not provide the documentation.  I have reviewed everything they sent me copies of, and the stipulation that you pay for a month whether or not you use it is not there.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/22/2024

  Under current ownership, once again leases cannot be prorated. As previously stated, the consumer was provided with the appropriate paperwork at the time their lease was completed on 04/01/2023 and generated and signed by the consumer on 04/31/2023. The document was e-signed by the consumer. This document should have been printed by the consumer at that time. Documents that are e-signed are sent via email, no physical copy is available.

• Initial Complaint

  Date:10/27/2023

  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.

  I reserved a storage unit online and was charged $44 for administrative fee plus a discounted first month. I still had some questions and was not able to get in contact with the office after calling and sending emails. I did not sign the lease yet for the unit and therefore have not had access to the unit. I finally got ahold of someone through a call center and talked to someone and got my questions answered and requested to cancel and was told I would get refunded the $44. I have still not been refunded, have still not been able to get ahold of anyone and was just charged $172 for the next month for a unit I do not even have. I would like to finally be canceled and refunded.

  Business Response

  Date: 11/28/2023

  BBB spoke with the business and they advised that this location has been without a manager for the last month and a half.  The new manager just got hired and started in this position about 20 days ago and is working through all of the backlog.  She advised that she will escalate this consumer's issue to her District Manager who would have the authority to process the refund and that she will reach out to the consumer as soon as she gets approval for the refund from her District Manager.

• Initial Complaint

  Date:09/01/2023

  Type:Product 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 moved out of Pioneer Valley Storage (Amherst), AUG 2023.
  I was told that I would receive reimbursement for the unused time on the rental (nearly 2 weeks).
  I have not received that remittance, nor have I been cleared from the unit.
  I am STILL receiving phone calls and emails demanding payment/late fees for a storage unit I no longer have.