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:10/02/2024

  Type:Delivery 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.

  Moved out of storage unit, scheduled moved out date on company website and closed account. Still receiving bills, company and local facility management not responsive.

• Initial Complaint

  Date:08/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 have been renting a storage unit for a year. On April 19th, the company discovered that my lock had been broken off in a break-in, and they put one of their locks on it, (which I appreciated).I started reaching out to them on April 27th to get access to my unit. I called and texted every single day. I tried both the local and the corporate numbers. I tried any number I could get my hands on. Someone at the corporate level finally started responding to texts, but were unable to help me because they weren't local. Every day they said they'd tell the local person to contact me. And every time, the next day, I'd have to text back that I hadn't heard from the local person yet. Finally, I started threatening to go to the police, and after the 2nd time I threatened that, I finally heard from the local *** on May 11th. (It's worth noting that the location I rented from doesn't even have anyone working there, which is part of why it took so long to make contact, and probably also why they were experiencing break-ins in the first place.)So I finally got access to my unit on May 13th, three weeks after they'd put their lock on it, despite being fully paid up in my rent. Clearly, I didn't want to rent from them anymore, so I went to my account online and "scheduled a move-out date," (AKA, closed my account), and cancelled my automatic billing, all effective May 20th, because I was already paid up through that date. I got all of my belongings out by May 16th, and removed my lock. That should've been it.But I got billed on May 21st for another month, despite having done everything required to close my account. The bill had an email address on it, and given my prior lack of ability to reach anyone by phone, I used the email address to complain that I was billed when my account should be closed. No response, of course. I've tried two more times to complete a "move-out date" online, and despite a confirmation each time, the account still hasn't been closed.

  Customer Answer

  Date: 08/15/2024

  I tried to cancel this complaint after the last message.  The business did finally get me my refund.  Is there something more I need to do to cancel this besides tell you I want to cancel it?

• Initial Complaint

  Date:03/30/2023

  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.

  On 11/21 I rented a storage locker in preparation for a move. I wanted to put some things in storage while I was showing my house. I rented the storage unit with no problems until 3/25. I went to pick up the last of my items and was unable to get into the gate. There was nobody at the office, so i called the 800 number to find out what was going on. It turned out my bank had declined my payment because I had updated my address and forgot to tell Istorage about it. When i gave istorage my new address, they processed my payment so I was able to get. I told the individual on the phone that I was grabbing the last of my things and would no longer need the storage unit and would be done in about fifteen minutes. He told me to call back as soon as I was done and that they would reverse the $50 fee as soon as I was out since the payment was just processed and I was only a couple days into the month. I called back about fifteen minutes later to tell them I was out. The lady I spoke with confirmed I would not be charged the $50 for the month coming up. The next day, 3/26, the money came out of my account. Yesterday, 3/29, ********* Istorage called to confirm my stuff was out and I said yes. I asked about the $50 that came out, and was told I would not be refunded as they do not pro-rate. I asked, since I am paying through 4/21, If I could still use the unit to store a few things. He was pretty rude and said no, and that he had worked for three different storage units and they never pro-rate. He stated I could no longer use the storage unit since he had 'vacated' me and they could possibly rent the unit to someone else. I am confused, if they will refund the month like I was told by two different people, why I am unable to use the unit I have paid for

  Business Response

  Date: 04/10/2023

  I was able to speak to the customer today and explained our refund process. She said she understands our process and will expect the check to arrive in the mail.

   

  A recap of the issue:

   

  Customer ********************************* was renting a storage unit from our facility in ************** and had intended on moving out on 3/25, but she was only paid through 3/20.

  Upon arriving at the property on 3/25, ******* was unable to enter the gate due to her account being delinquent. She called into our call center and made a payment by phone so she could enter the property and vacate her unit. After leaving the property the customer made the complaint to our call center asking for a refund because shes moved out of her unit. The call center advised ******* that our rates are monthly and wouldnt be able to prorate a refund for her, she then escalated the call to a supervisor and was promised a full refund of $50. Since her account was already closed, the customer was advised that they would email the store to get the refund processed which would be by check and sent to her mailing address.

   

  The refund check is being processed and will be sent to the customers address that they provided. I sent a follow up email to our accounting department to alert me once the check has been mailed so I can update the customer.

   

   

  Thank you for your help today, *******. Have a nice weekend,

   

   

   

  *************************|Area Manager - ********* NSA Brands