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Business Profile

Storage Units

iStorage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage Units.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/23/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    At the end of May I rented a storage from istorage. I put everything I own in this unit. On several occasions when I frequented the facility, I had issues. One of the issues was gaining access due to another tenant having belongings all over the common area, to a dog jumping on me when only trying to get to my items. The next issue happened about a month ago when entering the facility. A strange man was walking around as an alarm was sounding. I called and reported this issue to istorage employees, but all they could do is Ask if I would call the police and wait there to talk with them. After explaining that this should be done by their employees I ended the call. Today I go to gather belongings to move into my new place only to see a sign permitting entry. When I called to find out whats going on, I was transferred to a very rude and insensitive man named ******. He informed me that someone broke the exit door and it was being repaired. I continued by asking if my items were okay and he rudely answered thats what they are checking on. So of course I became even more concerned and asked to speak to management and all he could say is that they will call me when they can call me. I am irate, disappointed, concerned along with a plethora of other feelings.

    Business Response

    Date: 09/06/2023

    Please note - the "owner" communication is being sent to an email address not involved with iStorage - it is being sent to Simply Self Storage, which has not owned or managed this location for several years.  BBB - please update your records.  Thank you.

    Business Response

    Date: 09/21/2023

    Spoke to ************************* on 9/21 at 3:25pm about her complaint.  She was upset and felt that when she reported her issue that it was not taken seriously.   I apologized for her issue and as well as told her that the exit door was fixed and access to the facility was now open.  The broken door was fixed on 9/15 and there were no more restrictions on access to the facility.  Hours of operation were ****pm daily.  She has filed a police report on her unit being broken into and is in the process of working through what was taken and filing an insurance claim.  Also, she never spoke to me about ********* conduct.  She seemed that with my call back that her issues have been resolved.  She has moved out of the facility as of 9/21.   We left the call with if she needed any further assistance to please reach out to me.    ***************************** - *** Brands. 

  • Initial Complaint

    Date:08/03/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    My issue began with this company on the day that I had movers coming to my duplex to remove items and deliver them to the unit I had rented at Istorage. The date of this occurrence was 8/25/22. The hours clearly state 6am-10pm. My movers and I were going to arrive at the facility around 6;30pm. I was aware of some minor door issues but not that I was potentially in a position to not have access to the unit with all my items in a moving truck. That particular day the manager was off and being covered by another fill in manager. Ultimately the manager came and let me in on her day off. I then had to schedule time to get into the unit before relocating to another state for work. Annoying but doable with communication. This door issue was not resolved until 9/20/22. I had sent a friend there in the winter when I was out of state and had an issue with communication at that time as well. However, my breaking point was today, 8/2/23 when I went to my storage facility with the intention to empty it out today and tomorrow as I am off work this week and intend to not get charged for another month. I also sent an email 7/23/23 with this intention. I spoke with someone at corporate and was told that we have limited access due to no on site manager. I said I have no idea how to move forward. she stated she created a ticket. I again have no idea what that means. I have NO ACCESS to my items that I am currently paid to have access for. I have plans for this Friday through Sunday. I specifically planned for 8/2 and 8/3 to remove my items. My next payment is due 8/13/23

    Business Response

    Date: 08/18/2023

    This issue has been resolved with **** and Istorage facility.   We have credited July and August rent.   We followed up with customer on 8/18 at ****** eastern time and let her know that we resolved her issue.  ***************************** (Regional Mgr. of Istorage) and ***** *** (Area Manager) both talked to customer on 8/18 to resolve the reported issue.   **** was very satisfied with the outcome.  Complaint resolved with customer.  

    Customer Answer

    Date: 08/21/2023

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

iStorage is NOT a BBB Accredited Business.

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