Complaints

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

close

Find a Location

Greylock Storage has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Greylock Storage

  50 Downing Two Pittsfield, MA 01201-3889

• 

  Mullen Brothers, Inc.

  247 Altamont Avenue Schenectady, NY 12304

• 

  Greylock Storage

  71 Grove St, Rt 8 Adams, MA 01220-2150

• 

  Mullen Brothers, Inc.

  79 Broad St Glens Falls, NY 12801

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:04/18/2025

  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.

  I am renting a storage unit in ************* though I live in ********. The rent is now far more than it should be. The rent was $100 for more than 20 years, then the new owner demanded $150 right away, with increases each year thereafter, even though the advertised price for at least one unit larger than mine is $125, and a unit only slightly smaller is $89. Though I've paid all the monthly bills, this last one, for $165.85, seemed so off the wall that I paid only $160 with a detailed request that that be accepted and not be raised again. The owner knows that his price hikes are a hardship for me. He keeps sending form letter threats that he'll place his lock on my unit or worse if I don't pay what he requests. He's now charging a late fee which he should not--see the enclosed documents. And he's apparently requesting direct access to my banking account, which is unacceptable. Though I've written numerous times to people at that facility, twice to the owner, I've received no response other than new form letter threats and new charges. I do not own a telephone and because of the adversarial character of the current business relationship, I prefer for everything to be in writing anyway. The people there communicated with me by email numerous times in the past, though for some reason those there now are not responding to my emails. I'd be grateful for your intervening and mediating between me and the storage place.

  Business Response

  Date: 05/06/2025

  We appreciate this customers long-standing business over the past two decades and thank them for taking the time to share their concerns.

  
  We would like to clarify several important points regarding our pricing and policies:

  1. Our storage units are rented under month-to-month leases, which is standard practice in the self-storage industry. This allows customers the flexibility to continue or discontinue their lease as they choose, and it allows the company to adjust rental rates when needed, provided we give proper advance notice as required by law which we consistently do.
  2. While we understand that the customers initial rent was $100 many years ago, we must emphasize that, like any business, we face ongoing increases in operating expenses, including property taxes, insurance, maintenance, labor, and materials. Rate adjustments over time are necessary for us to continue providing clean, secure, and well-maintained storage facilities.
  3. Our pricing model is competitive and fair compared to market rates in the region, and in fact, many of our current rates remain below local market averages. Online advertisements the customer references may reflect promotional or introductory rates for new customers or units with different features; however, these do not apply retroactively to existing leases.
  4. Regarding late fees and payment terms, we apply these uniformly according to the lease agreement terms and in accordance with Massachusetts law. We do not require or request direct access to customers bank accounts; payments are processed only through the methods provided by the customer.
  5. We strive to respond to all inquiries promptly and professionally. We are sorry if there were missed communications via email and encourage the customer to ensure they are contacting us through the correct, current email address. We are always happy to correspond in writing if that is the customers preferred method.

  
  We value the customers business and would be glad to discuss their account details further if they wish to contact our office directly. However, we respectfully maintain that our rates and policies are fair, lawful, and necessary for the continued operation of our business.

  
  Thank you,

  Greylock Storage Management

  Customer Answer

  Date: 05/06/2025

  Complaint: 23218270
  
  I am rejecting this response because my questions remain unanswered.  

  The last communication I received from Greylock, a form notice, thanked me for the $160 money order that I sent for storage rent and acknowledged that I was paid through May 31, 2025.  That means that the facility eliminated the late fee previously charged and also the $5.85 they'd previously demanded as balance due.  That was fine--and thank you for that, Better Business Bureau!  I am therefore inferring that for the next stretch of time I'll be able to pay $160 per month.  There was no assurance of that, however, so I'm left wondering if next month or the month after they'll suddenly demand more.  It's entirely unclear why the owner does not write to me directly and sends only form notices even when I email him or one of his workers personally.

  The same statement suggests that I may not have an up-to-date email for communicating and it encourages me to make sure to get hold of that.  Why, then, doesn't someone from there send me an up-to-date email address--for the owner, for example--which I've requested more than once?

  The market prices of units at Greylock may be fair or not overall when compared with other units in the area, however, the rent for my particular unit seems unusually high given (a) what I was paying before the new owner took over (and I remind you that he immediately raised it from $100 to $150 and then more each year thereafter), and (b) what appears to be the going rate for units of that size at Greylock according to the latest Greylock advertisement. This also should be noted--that on my last receipt the size of my unit is listed by Greylock as 10' x 15' x 10' whereas in fact it's about 8' x 10' in width and length--something I noted on my last visit. Maybe I'm being mistakenly charged for a unit larger than the one I'm actually using?

  I request, therefore,

  (a) a statement regarding my current rent--what is it and for how long will that hold?;

  (b) an up-to-date email address of the owner or any other individual at the facility who will answer my questions should any arise;

  (c) the communication from Greylock states that their prices are comparable to or often lower than those of other facilities in the area.  This is a link for other facilities in the area: ******************************************************************************************. Also, please notice again the prices advertised by Greylock.  My unit, again, is about 8' x 10'.  I am living in ******** on a fixed income, as I mentioned, and visit Greylock once or twice a year.  A move to another facility would be very difficult for me because I no longer own a car, though, if necessary, obviously I'd move.  It'd be better, though, if the current issue could be resolved, because I'd much prefer for my things to remain where they are.

  Sincerely,

  Joan ********

• Initial Complaint

  Date:08/23/2022

  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.

  In June I was moving from west MA to NH and needed a storage unit to hold my things until I had secured an apartment for my new job in ******* **. I spoke with ************* at Mullens Storage, who had me give my information over the phone and my credit card number in order to reserve a unit. There was no more information at that time about when I would be clear to move into the unit, and no agreement was shared with me yet or signed. On the 23rd and 24th of that week, **** left me two messages saying my credit card had not gone through and to call them back. At the time, I was in a hectic last week of teaching at school and my phone was not notifying me when I missed a call. When I did notice the messages that Friday (the 24th) after work and called back, the offices were already closed. I had planned to move in that Sunday, and did call all numbers associated with Mullens (as well as their other branches) and left an email when I realized Mullens would stay closed through Sunday. Eventually I had to find an alternative storage facility that would be open. On Monday July 1st, I received an email from **** telling me he'd just sent me a Docusign contract to look through and sign. I responded by email saying unfortunately, I'd had to go with another storage facility.I did not realize until this month that I had still been charged $128.50 for the month of storage. I reached out via email, and was told I did not tell the company I didn't need the unit in a timely enough fashion. When I called to follow up, I was told by an employee named ***** that I was at fault and would not be reimbursed, and then hung up on.I was never given any information on when the unit would be available to me, and was not provided the contract before I was charged. I feel I informed Mullens within a reasonable time period that I would not need the unit, and at no point was I told that in giving my credit card information to reserve the space I would be paying a non-refundable amount.

  Business Response

  Date: 08/23/2022

  Hello,

  The Customer called on 6/24 to rent a ********************** unit, providing us with her credit card information to pay for it.  We were not informed until 7/1 that she would not be using the unit. Her Email stated "I wasn't able to access the storage unit on the day I needed (my mistake), so I had to use a different storage space."

  
  We had left several voicemails in the meantime and received no response from the Customer.  The Customer later stated that she had been too busy to check her voicemails.
  
  We rented the unit to the Customer at her request, and it was taken out of circulation during our busiest season.  We feel that charging the month's rent was warranted and justified in this case, and we will not be issuing a refund.

  Sincerely,

  Mullen Storage Co.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17754930
  
  I am rejecting this response because: when I called on June 24th about the unit, no move-in date was discussed, and I was told I would be sent follow-up paperwork to confirm the details of the agreement shortly. In the interim I had sent an email and left voicemails explaining I would need the storage unit that Sunday (the 26th), and was told storage units were not accessible on the weekend. Two voicemails were left with me, one on the 24th and on the 25th, but they were to let me know my credit card was not running through, and not about the storage unit itself. I responded on the 25th, although my message went to voicemail. 
  
  Between my credit card not going through to place the unit on hold, the messages I sent over the weekend explaining I needed a storage unit for Sunday, and the fact that no follow-up paperwork was sent to me, I assumed the storage unit was no longer on hold for me. It appears that my card was run through again on the 29th, after these messages were sent. When the paperwork/agreement for the storage unit was sent to me on the 30th, I responded the next day to say that, again, I would not be needing the storage unit. 

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