Complaints

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

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  StorageMart

  215 N Stadium Blvd Ste 207 Columbia, MO 65203-1160

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  StorageMart

  2420 Saint Marys Blvd Jefferson City, MO 65109-1175

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  StorageMart

  1820 Business Loop 70 W Columbia, MO 65202-1356

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  StorageMart

  100 W North Ave Lombard, IL 60148-1217

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  Storage Mart

  1020 Wonderland Rd. S. London, ON N6K 3S4

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:06/02/2025

  Type:Product 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.

  On May 29, 2024, I paid $50.76 to Manhattan Mini Storage to reserve a unit. My confirmation email stated I could check in on June 1 anytime between 8 AM and 8 PM. I arrived at the facility around 6:15 PM on June 1, only to find the office closed with no signage or notice.I called the number provided in my confirmation email *************) and left a voicemail. I also called *************), and a representative said someone would assist me shortly. No one followed up. My husband also called, and eventually the phone line stopped working.We saw a business card posted in the window with another number. My daughter called it *************), and we finally reached someone who told us the office had closed early due to an emergency. However, this was never communicated to us in advance.We were left on the sidewalk with our belongings and a young child, after already spending $70 on transportation to move everything there. The only solutions offered were:Come back the next day (meaning wed have to pay again to transport everything),Move to another location (which was not acceptable since we specifically chose this one due to its proximity to our daughters dorm).We asked for basic accommodations:To have someone meet us at the location that evening,To receive compensation for the unexpected costs,All were denied. I am requesting:1.A full refund of $50.76.2.Reimbursement for the $122.65 spent on moving costs.3.Cancellation of my lease with no penalties.Manhattan Mini Storage failed to honor their stated check-in hours and offered no meaningful resolution. I am filing this complaint to formally document the experience and request fair compensation.

  Business Response

  Date: 06/04/2025

  Hello, and thank you for writing in. Emergencies are never convenient, and it is very unfortunate that no one was available to assist you in accessing your space. Your payment to us has been fully refunded. Sadly, we are not able to provide you a refund for money that was not paid to us. We appreciate your understanding with the personal emergencies that caused such an inconvenience. 

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ***************

• Initial Complaint

  Date:05/26/2025

  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 have 2 storage units we have had our units increased maybe 4 or more times im last few years. This month we was hit with a late charge because my check didnt clear in time because of Easter and the manger hit me with a 130$ late fee. I feel like the late fees should be removed, I have tried talking to the manager and corporate and no luck at all.

  Business Response

  Date: 05/29/2025

  *******, thanks for writing in. There are many things that factor in to the amount you may be charged. Rental increases happen from time to time bring the rates closer to the market value, allowing us to remain competitive within the storage economy while also providing quality facilities to our customers. The coverage rates also recently changed, which may have added into your factored rates. The coverage rates are offered at varied tiers and price points so that you can be sure to provide yourself with the right level of coverage based on the contents of your storage and your individual needs.Furthermore, the rent is due on the first day of the month and considered late at the close of business on the third day of the month. When you do not pay by this date, your preferred customer discount falls off, shown on the invoices as the Loss of Discount. This resets each month, and you can maintain that discount so long as you submit your payment before the 4th of each month. Additional fees are added on specific days of the month as well if the payment still has not been made, and restrictive measures are enacted for your space. These fees are not added by the managers but by the software, these fees cannot be prevented from being added to the account by any way other than a timely payment, such as with any other bill. It must be added to the ledger to be able to remove it from the ledger. Property managers are only able to issue a one-time courtesy waiver of an additional charge during the transaction. We can see where you have requested fees be waived before they are added to the account and before you are ready to make a payment, and then you end up paying online. Since fees cannot be removed until they are added, and because fees cannot be removed by the manager unless the transaction is taking place, when you pay remotely, we are unable to assist you with that courtesy waiver. Thank you for contacting us so that we could assist you. 

  Customer Answer

  Date: 06/04/2025

  Complaint: 23377334
  
  I have reviewed the business' response and am rejecting it because:
  
  because the business manger has not worked with me to work out a way to keep my storage unit from getting out of hand . I feel as just for a small unit is 500$ but if I move to a different location its only 30$ a month .. i dont understand why Im being charged almost double the amount. 

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

  Business Response

  Date: 06/05/2025

  *******, I have attached the receipt for the payment with all charges and fees, and the refund receipt for the fees. The rent is clearly shown to be $323. If you would like to avoid paying fees in the future, please make your payments on time. If you would like to store elsewhere and feel confident in your ability to find the same size of storage with all the same features for $30, we wish you all the best in your move. 

• Initial Complaint

  Date:05/19/2025

  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.

  So I had a rental unit, ay, storage mart ******************************. Moines Iowa, I've had nothing but issues with the woman that works here since I got my unit half the time I can't, I access my unit that no one's ever in the building to be able to resolve this issue, I call the number and they always have excuses nothing ever. Happens. So I paid my storage unit, but I was $5 short. The lady told me that she could not deposit my money. Because she did not have the full amount, but they told me that I had told the 21st to pay the rest of it but I could not access my unit or move my belongings out until the rest of it was paid. So I called today to pay the rest of it but I have no account I am not in their system at all. Nobody could find me. I'm not able to pay that I go to the store. And once again, this woman is not there, I call, she's not there. So then I check my email. I have an email from storage mar on May 12th. That my $35 was deposited that she said she could not deposit. Because it wasn't the full amount, and then I get a separate email. The very same day minutes later saying that my the unit was closed that I had moved out. So I'm on the phone with storage **** customer service. They can't get ahold of the woman at the store. I can't get ahold of woman at the store. They have no idea what's going on where my belongings are and why she deposited my money, she said that she kept my money for a debt that I owed, but I was not past you, I did not owe a jet. She said that I moved out without notice, but I did not because I couldn't access my unit so there's no way that I could have moved out. I've been on the phone with them, trying to figure out where my stuff is at. And nobody has any answers for me. Thousands of dollars worth of tools, and nobody knows where anything is, nobody can reach the woman. That's supposed to be working at this store. And I can't even pay the late fee that I owe like, because I'm not in their system anymore. Please help

  Business Response

  Date: 05/22/2025

  Hello ********, it seems there has been some confusion on your account and we are glad to be able to help.
  That particular office is closed on Thursday and Sunday of each week. The property manager also has to leave the office to manage the property and perform regular property upkeep. If the manager is not available in the office, and they are not on a lunch break, they are likely to be found around the property. You can also call the StorageMart call center by calling the StorageMart number and pressing 1, and they can help to page the manager back to the office if you need immediate assistance.
  We have records of your tenancy spanning a few different property managers, and it does seem that each one has provided you with one-time only customer service gesture credits for your payments not made before the end of business on the 3rd, so thankfully you have been taken care of to excess in that regard.
  Finally, the reason your account was closed was a simple clerical error, and was rectified quite quickly. The manager transposed some numbers from a unit that was meant to be vacated, as the number was similar to your own unit number. Upon seeing this vacated and the partial payment you left, they thought that partial payment was intended to pay for a partial occupancy beyond the first but before the seventh of the month, called a hold-over rent. Everyone makes mistakes and this just so happened to be one of those, so we are grateful for your patience and understanding. In fixing the account,supervisors waived the additional unpaid rent you did not provide as a courtesy for the confusion and to make sure the account was fully restored and functioning.
  Your items are right where you left them. As a reminder, we do not accept cash payments or partial payments, all payments are due on the first and considered late at the close of business on the third of each month.Thanks for writing in! 

  Customer Answer

  Date: 05/22/2025

  Complaint: 23350284
  
  I have reviewed the business' response and am rejecting it because: i still cant get into my unit the new code that she emailed me does NOT work plus for some reason my new invoice is only for the price of the unit i have no i surance coverage i understand that people make mistakes and I have no issue with that.But there's been a constant battle since i've got that storage unit from you
  You'llNo matter how many times I've called or what's try to get something done, nothing changes. But at the minute, I don't pay you guys, then you put a lock on it or say, I moved out or whatever happens, but never mind. Can I get her a resolution to my issues when I have one? I just want to get into the unit and get my belongings out and I can't even do that. And if I don't make it there by the first, then my stuff is not insured anymore, because for some reason, yeah it was taken off there, but I can't ever get in touch with anybody to fix it. Because that woman is never at the store i just want to be able to get into my unit and make sure nothing is taken from when I was accidentally moved out and be able to move my belongings out that's all I want, and I can't even get that
  
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 05/27/2025

  ********, your coverage for your unit is not missing, it was given to you free for the first full month as a courtesy. We will have someone reach out to you in regard to the gate code to make sure you understand what is needed. Please be advised that you now have two gate codes, as each unit is assigned a specific code. 

• Initial Complaint

  Date:05/15/2025

  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.

  Dear Better Business Bureau,I am submitting this formal complaint against TKG-StorageMart Partners **************, facility located at **************************************************************************************. Concerning a significant and unjustified increase in the monthly storage fee they are charging me.On October 25, 2024, I entered into a contract with StorageMart for a monthly rate of $24.00 plus taxes, with a total monthly charge of $36.56. At the time of signing, I was assured by the attendant that this was a fixed rate that would not change over time.However, beginning in February 2025, my account was charged $166.64 per month, without any prior written notice or any updated contract to justify such a drastic change. This charge represents a nearly fivefold increase over the agreed amount.I attempted to resolve the matter directly with the company. Their only response was to lower the fee to $117.60 per month starting in Maystill far above the original contracted rate and without any clear explanation. I find this conduct misleading, unethical, and potentially in breach of contract.Additionally, during this entire period, I was outside *****************, and therefore unable to cancel the contract in person or take immediate action. I am scheduled to return in June, at which time I intend to address the situation directly. I know I will be charged the $117.60 rate for June, which I consider part of the ongoing issue and a continuation of the unauthorized price *********** a result of these overcharges, I am requesting a refund of $552.32, which reflects the difference between the agreed monthly rate and the excessive amounts I was charged from February through June.Please find attached: A copy of my original contract Screenshots of recent invoices showing the overcharges Thank you for your time and support.Sincerely,****** ********* Votroba

  Business Response

  Date: 05/19/2025

  ******* thanks for writing in. We are so glad you got to participate in our promotion for our Anniversary Sale. I have attached the marketing material, which does outline that the saving were good for up to 4 months of incredible rates. I have also attached your lease which outlines in line (14. CHANGE OF TERMS) that the rates are subject to change upon notice. We provided this notice to you via email (attached) as well as traditional mail.Our letter was returned to us, likely because you are out of the country and unable to receive it presently, as we did confirm your mailing address with you after. Everyone loves to get a good deal and save money, and we love helping our customers do that when able. Unfortunately, sales cannot last forever, and the rates must return to market value which allows us to remain competitive in the storage industry as well as provide quality facilities to our quality customers! We heard you upon your request of reduction, and provided you a significant rental reduction of $49.04, bringing your May total from $166.64 to $117.60. AS a one-tie only customer service gesture, we would like to offer you a refund of the reduction towards the 3 months of increase you already paid in February,March, and April $147.12 (3x$49.04) if youd like to accept it. Thank you for storing with us and participating in our Anniversary celebration! 

  Customer Answer

  Date: 05/24/2025

  Complaint: 23333936
  
  I have reviewed the business' response and am rejecting it because:
  
  Dear TKG-StorageMart Partners **************
  
  When I initially visited your facility, I spoke directly with one of your employees about pricing. I specifically asked about the monthly fee, and he was very clear in confirming a fixed amount. At no point  I was informed, verbally or in writing, that the rate I was quoted was a promotional price that would increase after four months. I was never shown any marketing materials outlining this condition, nor was I directed to check your website for such information.
  
  Had I been informed upfront that I would pay $24.00 plus taxes for four months and $166.64 afterward, I would have taken that into consideration before signing the contract. I signed in person, with your staff present, and expected full transparency. This lack of clarity has now resulted in an unexpected charge of $471.28, a 70% price increase, which is simply not fair. 
  
  Furthermore, I was told that a letter regarding the price increase had been sent to my address. However, my address was correctly provided at the time of signing the contract, and my husband, who is always at home and regularly receives mail, never received any such correspondence. This makes me seriously question whether the letter was ever sent.
  
  Sales and promotions are perfectly acceptable when they are clearly labeled as such. But in this case, I was led to believe that the rate provided was the standard pricing, not a temporary offer. If your team had been transparent from the beginning, we wouldnt be having this exchange.
  
  Ill keep my request a refund of $471.28 for the overcharge, as I believe this amount was taken under misleading circumstances.
  
  Additionally, Ive since checked other storage facilities in the area, many of which offer monthly rates of around $75. With that in mind, Id be happy to continue as your customer if youre willing to match this rate going forward.
  
  Id appreciate a review of this situation and a fair resolution. Im happy to continue being a customer, but only if the terms are clear and honest.
  
  Sincerely,
  
  Bianca Votroba

  Business Response

  Date: 05/27/2025

  Bianca, While we cannot speak about a conversation we were not present for, we have provided the marketing materials as well as the lease which has outlined the terms you are stating you were not provided. As we cannot do more than provide the evidence of those terms provision in the past, we must address things in the present. If you would like to pursue the promotional rates of other storage facilities, that is understandable, as everyone prefers a bargain. Unfortunately, we are not going to match those promotional rates, as we have already provided you 4-5 months of substantial discounts. We wish you all the best in meeting your storage needs going forward. 

• Initial Complaint

  Date:05/08/2025

  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.

  I booked a storage unit in February 2025, I went to the to the location and the manager failed to tell me about the free month promotion that was running, so I ended up booking a unit via a phone agent. The agent on the phone did not mention there was going to be increases 4 months, I received an email stating that my rate would be going up. When I called I was told that this was promotion and that the price would increased from 79 to 101. I read through other complaints and it seems like this is a tactic that Storage Mart is using. Had known or was informed I would have made a sound decision. This is a very predatory tactic that is being used, in addition to not making customers aware of this promotion and it not being advertised as such. I asked the agent multiple times for prices not once did this agent say that these prices were subjected to change nor that is was promotional pricing. I dont understand how this is legal or allowed.

  Business Response

  Date: 05/09/2025

  Hello *******, unfortunately we do not seem to have a customer on file tied to the contact information you've shared so we cannot assist you more personally. We provide quality storage at an economic rate to as many people as possible by providing discounts and promotions at the beginning of the rental process, allowing everyone to take advantage of our great discounts. We strive to remain competitive within the market as well so that we can continue to provide our services, which means promotional rates must eventually come to an end. Just like any leased, rented space, our rates are subject to change incrementally in keeping with current market value which is a standard practice. While this doesn't effect our shorter term tenants, longer term rentals can find the rates in their invoices for the upcoming month. Thanks for writing in! 

  Customer Answer

  Date: 05/09/2025

  Hi the StorageMart is located on ******************************************

  Business Response

  Date: 05/12/2025

  Thanks for writing in! It is unfortunate if you missed the messaging, as the office and website were advertising the Anniversary Sale you participated in as boldly as possible. It is always great to find a deal and save some money, but the unit does have a higher market value. We apply all sales to the beginning of the rental allowing us to help the most people save the most money. Eventually the promotional rates must end, allowing us to keep up with the market value and maintain quality storage availability for all of our customers. We understand how nice it is to save money, and we are so glad we got to help you do that for the length of the promotion. 

  Customer Answer

  Date: 05/12/2025

  Complaint: 23306711
  
  I have reviewed the business' response and am rejecting it because:
  There was no promotion advertised nor was I made aware when I spoke to the agent on the, phone she BODLY stated that my rate was going to be the 76, not once did she mention a promotion nor did she she state that the price was subject to change in a certain time frame. Again this fraudulent at best, your agents should be making costumers aware of what it being sold to them, especially if its a price that is subject to change. I even spoke to the manager there and when he quoted me a price he also never once mentioned promotional pricing. If you look on this website you will see that I am not the only individual that has been got by this predatory tactic. 
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/12/2025

  *******, we are sorry to hear that you are not satisfied with your savings. Changing the terms of the lease is a standard practice for all rented space rather than a predatory practice. We understand that you may not be familiar with the rented space market and sympathize with your surprise. Whether it's from a promotion or simply a changing market value, be it a storage unit, a consignment booth, or a residential rental along with other leases, this is something you might continue to encounter elsewhere, including our competitors who may not offer discounts or promotions at any point. We have attached the lease you signed and agreed to knowingly upon renting the space, and highlighted line 14. CHANGE OF TERMS which states that terms are subject to change provided written notice, which you were presented with upon the monthly invoice sent to you. While we hope you choose to stay with us so long as storage is needed, if this unit is no longer a good fit for your needs, it is a month-to-month lease and you can decide to vacate the space and terminate the lease agreement upon the end of any month, as you see fit. You may also be able to find a smaller unit near yours, or one without some features, and this could help you to find a unit more within the parameters of your budgetary goals. 

  Customer Answer

  Date: 05/13/2025

  Complaint: 23306711
  
  I have reviewed the business' response and am rejecting it because:
  
  When I spoke with an agent Friday evening 5/10 I was told that I would receive a phone call in regards to this account and a possible off setting of the monthly fee as I was told by the agent (her name is Maya) that this done and she stated that she just did a few in the past month. She stated that it is your policy that phone call are returned within 72 hours. We past 72 hours and still no follow up. And I have to reiterate again NONE of this was stated on the initial call.
  
  ******* *******

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising 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 this unit at the end of March, 2025, didn't move in for about a week. I had two smaller units at another place that I had to be out of. I moved everything over so I was out in time and didn't get charged. I didn't really organize anything in the new unit at that point. When I did get around to organizing it took me some time. I had to put together new storage shelves and I had some heavy items in my unit. I'm a 5'1" female and I'm about 115lbs. So it is difficult for me to move some of these items on my own. On top of that I'm disabled so it just takes me a little bit longer than other people I guess. They sent me an email saying I was loitering and couldn't be there that long. The email also asked me not to leave my car parked in the bay area for extended periods of time. I sent them a reply explaining that I use my unit to store items I buy and sell from pallet auctions, and said that in the future I would move my car. A few days later when I was there they replied to my email and it was a bit snarky. When I had first arrived, down in the bay area someone had left a tub of trash down there. It was there a few days prior as well. I had a small grocery store bag that I had put some ********** cups and napkins in and put it in that tub. I went up to my unit and when I came back down someone had put that bag of trash on top of my car, but had taken all the other trash. I thought that was very *****. Then they sent me an email that was a move out notice. They gave me until the 31st of May to move out. I went to the office and asked them why and they said because I was loitering. The definition of loitering is being in a place for an extended period of time without a reason. I had plenty of reasons to be there. They can't just disrupt people's lives like this. Now I have to pay for and move a 10x10 unit again. So I want reimbursement for what I have to pay to move again.

  Business Response

  Date: 05/09/2025

  Hello ****, it unfortunately the case that we have several lease violations documented for your account. We have a great deal of customers at this location who are all required to abide by the lease rules and guidelines, as well as paying rent for the time they are occupying the space, and we cannot make exceptions so as to maintain the integrity and security of the facility. StorageMart hopes that you are able to obtain storage that can better accommodate your needs. Best wishes!

   

  Customer Answer

  Date: 05/16/2025

  Complaint: 23299882
  
  I have reviewed the business' response and am rejecting it because: 

  I have only been notified one time to not park in the bay area for a long period of time and that loitering isn't allowed. And I have made sure my car is not parked on the bay for any considerable length of time since then. I've never loitered there at all and I have every right and intention to stay as long as I need to as long as I'm not staying past the time the facility closes, which is 9:00 p.m. no one has ever come up and walked by my unit and I know that there's no cameras that can see my unit for any of you in the office to say what I'm doing up in my unit and if I'm loitering. I was in my unit putting shelves together, organizing all my stuff and taking pictures of things the day I received the first email. No other violations have been passed on to me outside of that other than her again telling me that I could not loiter there after I called her o2ut on how ridiculous the email was that she sent me about my car being parked in the middle of the bay because it wasn't. I can't help it that I'm in my storage unit for long periods of time sometimes. I'm disabled. But that is where I store the things I sell to make money and as a paying customer, I have every right to be there to organize my stuff or get something out of my unit or put things in my unit. You emailed me a move out notice two days after you sent me the initial "violation" email and I hadn't been there in between those two times so when did all these multiple violations occur? And what are these violations? Because I was never informed of doing anything and I have read over my entire lease and I just can't seem to understand where I have violated any terms of that agreement. I have made sure my car hasn't been parked in the **********. And there is nothing I can do about the amount of time I'm there, but it hasn't been excessive by any means. I would like to see a breakdown of violations with times and dates and also how the violations were documented and which employee observed each violation because I'm saying that this is a blatant lie. 

  
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 05/19/2025

  Although I don't think I should have to explain my disability to anyone, I feel like maybe it's necessary in this case. While I do not outwardly appear to be disabled, I am. I sustained a traumatic brain injury in April of 2018. I was in an abusive relationship, which ended in him trying to kill me. He tried to strangle me to death and then set my house on fire with me in it. The strangulation caused damage to the limbic system and temporal lobe of my brain because of the lack of oxygenated blood to it. My memory is very much affected. I have mild seizures almost daily. At first I was not able to my drive a car, but over time they have significantly gotten better. The seizures I have are similar to an epileptic seizure, however mine are not caused by flickering lights. Mine are caused by physical activity. Your brain releases chemicals when you are active. My brain, because of the trauma, doesn't have normal electrical activity and it's almost like there's a timing difference, like something isn't in sync and it throws me into a to seizure. The best way to eventually not have seizures is to be physically active. Over time that "timing" that's off will work itself out, so my doctors say. If I'm sitting down and I have a seizure, they are so mild that it doesn't even affect me but I can tell I'm having one. But when I'm physically active, the seizure will be much more noticeable and I'll have to sit down. This is why it takes me longer to do things. I live on disability. Making extra money through buying and selling goods is a way for me to have a little bit of additional income. The limbic system is the area of your brain that regulates emotions. Mine was damaged. I have bursts of anger and sometimes I laugh way too hard about something that's really not funny. It's embarrassing and it causes me a lot of issues, but that's what it is for me now. 
  
  It's hard for me to talk about all of this or even acknowledge it. It's very frustrating because I used to be just fine and now I can't even move a couple boxes without having to sit down every so often because I'm having a seizure. It's hard because I have lost friends over my unusual outbursts that I can't control. The situation with StorageMart just adds to what's already on my plate. Having to move to another facility is extremely inconvenient, costly, and it's going to mean another few days of non-stop seizures.
  
  Here's what is so disturbing to me about this whole situation... Yes., I was in my storage unit on Saturday, May 3rd for 6 hours, and yes my car was parked in the garage. But I wasn't there past 9pm, I wasn't loitering as I'm a paying customer and I was doing what I needed to do in my unit, and my car was not parked in the middle of the garage. Period. I've parked in there many times with other vehicles so I'm aware of how far I need to be parked on one side or the other. And I haven't left my car parked in the garage since that day for any extended period of time. I'm not a jerk. Outside of my uncontrollable outbursts, I'm actually a very considerate and polite person. What's disturbing is the fact that I have made it clear that I have a disability, even asked for the regional manager to call me and told someone at their call center what was going on and that I have a disability, and he never bothered to call me back. It's also disturbing because it was on May 5th that StorageMart sent me a move out notice. The manager said that I've had multiple violations, but she had just sent me the email two days prior to the move out notice and I hadn't even been there between those two visits. I can understand not liking me because of my emotional outbursts. I get that. But I cannot help it. It's gotten a lot better though. I apologize if I have offended anyone. It's not intentional. But at the same time, I wasn't parked in the middle of the garage. And I didn't know I needed to move my car out of the garage. And it really was not busy that evening. So I felt like the manager was being quite ***** and nitpicky about things. But since I received the email, I have made sure to move my car out of the garage if I was going to be there for awhile. 
  
  I also want to say that I'm more than happy to provide whoever with documents to show that I receive disability and the court documentation is publicly available. My ex's name is ******* **** and the case was in **************, KS.

  While I'm definitely moving out, as I already have a new unit that I've paid for, I think it is extremely unprofessional of StorageMart to not even bother to understand my situation after they were informed that I have a disability. But disability or no disability, what happened was extremely unprofessional. I'm a paying customer and I had every reason and right to be there even if it is for an extended period of time. Putting shelves together and moving heavy boxes around isn't loitering. Me sitting down because I'm having a seizure also isn't loitering. But that's what the manager claimed to be kicking me out for when I went into the office and spoke to her in person. It wasn't multiple violations as she is trying to claim. I guess I  just want to say I sincerely hope that there is some sort of reprimanding that occurs because this is very wrong. In the future, do better. 

  Business Response

  Date: 05/19/2025

  Hello ****, all of our customers are required to abide by the same lease rules and guidelines. We have a variety of customers with different backgrounds and needs, making it all the more important to remain fair and impartial in the enforcement of those rules to maintain the integrity of the customer culture in these shared spaces. Wishing you the best on your future endeavors! 

  Customer Answer

  Date: 05/22/2025

  Complaint: 23299882
  
  
  I have reviewed the business' response and am rejecting it because: Again, I'm asking what other dates and times did I violate anything in my lease? You sent me an email on May 4th regarding the duration of time in my storage unit the day before. You claimed that I was loitering and told me to not park my car in the garage for extended periods of time and said that I parked in the middle of the bay. I didn't. I replied to your email explaining that I wasn't loitering, pointed out that if I was parked the way you're claiming and was there at 3pm, someone could've easily walked up to my unit (or called me) and asked me to move my car and then you could've seen what I was doing in my unit, but no one did that, so how are you going to say that I was loitering? Do you even know what the definition of loitering is according to the state of Missouri or the city of ***********, **? I do. I didn't go back to the facility until Monday, so two days later, at which point you sent me a move out notice, I'm assuming because I pointed out some very obvious flaws in your initial email to me. How could I possibly have multiple violations in that 2 day time frame that I wasn't even there? And why aren't you providing any documentation about these alleged lease violation claims that I've requested? What is StorageMart's policy on evicting people for lease violations just out of curiosity? I assume you're not answering any of my questions because you can't. Actually I don't assume, I know you can't. There is nothing you can say and back up with any evidence about how I was parked in the garage, or that I loitered on the property. And my car hasn't stayed in the garage for an extended period of time since you sent me the initial email. 

  So here's where we're at my dear... You've told me I have to leave and initially given the reason of loitering. I've explained that I have a disability and asked for accommodation. I'm not sure if you're aware of this or not, but certain accommodations have to be made for people with disabilities. And I'm not even asking you to change anything in what you're doing. I just would like for you to leave me alone and let me have some extra time in my storage unit. I'm pretty sure that your responses to me were basically your way of saying that you're not going to accommodate my disability. Thankfully for me, this is all documented right here in our correspondence on the better business bureau's site because...while I can't say this with 100% certainty, I am like 95% sure that that's a big no no under the Americans with Disabilities Act. But again, I don't know for sure because I have yet to meet anyone as heinous and rude as you are to even have to look into it. I'll research it and get back to you. In the meantime, if this is still your stance on this, please answer my questions and upload any supporting documentation you have about all my alleged lease violations. I'm uploading my benefit verification letter from the ****************************** for proof of my disability and some screenshots for you to review, and also please have your regional supervisor *** get ahold of me at the number you have on file for me. And I would like to also note in this correspondence that I have reached out to *** and explained that I have a disability with StorageMart's customer service department and have yet to hear back from him. That's a little alarming.

  I would very much like to come up with an amicable agreement on this, rather than have to take legal action and who knows what will happen. I'm sure that's not an avenue you want to go down. Or maybe it is.

  Sincerely,
  
  
  **** *****

• Initial Complaint

  Date:05/02/2025

  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.

  Rate increased by $ 32 dollars from last month

  Business Response

  Date: 05/02/2025

  *******, thanks for writing in. Rental increases are a standard market practice, and ensures that we are able to continue providing quality units at quality prices. While there is often discounts associated with initial rates, these discounts cannot maintain in perpetuity. Incrementally, longer term leases may experience rental increases in helping bridge the gap towards market value, as with any rented spaces, see line 14 of your lease (attached). Addressing issues such as this with your property manager may provide some more personalized solutions. 

• Initial Complaint

  Date:04/15/2025

  Type:Billing 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 a unit at this location. It requires rental insurance, which I utilize my own and supply evidence to the property. They in turn are supposed to adjust my bill to account for me utilizing my own rental insurance. I have made several attempts to supply this to the property via email. I have followed up and left messages including reaching out to the national customer service center. They refuse to reply or adjust my monthly bill for the added on rental insurance. Because I have supplied proof of insurance, I want this removed from my account not to be added through the duration of the coverage period, which is one year.

  Business Response

  Date: 04/17/2025

  ****, I am having trouble finding your account to be able to better assist you. Can you please share the storage address to help narrow the search, along with any other information that could help me to identify the account, thank you! 

  Customer Answer

  Date: 04/18/2025

  Storage address: *****************************************

  Business Response

  Date: 04/23/2025

  ****, thank you so much for clarifying. We received your email intended to provide the declaration of your insurance, but there was no attachment. We have been unable to reach you to rectify this issue. If you attach it here, we can be certain that so long as the policy information is correct and accurate, your account gets updated. You can also provide it to the same email address as before, but make sure the attachment is fully uploaded before pressing send. Thank you! 
  

  Customer Answer

  Date: 04/24/2025

  The response from the business is untrue. I physically went to the office and spoke to the manager who was able to pull up the email and print out the insurance copy I sent. They made no attempt to contact me ever. I have provided the proof for the fourth time.

  Customer Answer

  Date: 04/24/2025

  Complaint: 23206992
  
  I have reviewed the business' response and am rejecting it because:
  
  The response is untrue. I stopped by to speak to the manager in person who was able to pull up the proof of insurance and even print a copy. He even made an adjustment and adjusted back off again. They made no attempt to contact me ever. I do not understand the unwillingness to adjust the account and prolong this issue unnecessarily.
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/28/2025

  The monthly account statement (attached) is automatically drawn up and sent. The private insurance on file expired in March. The system requires coverage and automatically enrolled the tenant in our coverage plan, free for the month of April, and sent notice. The account had not yet been updated when the automated invoices went out, so it included the upcoming charge of the added coverage. There is no way to modify the statement as it is already sent by the time the account was updated. The billing history (attached) shows that there is no point where the **** has or will be charged for this coverage, unless the coverage lapses again next year. We are responding in this manner because there was an error on the account closing the complaint before we had the chance to confirm that it was fixed and present this, although we had not yet exceeded our timeline. 

  Business Response

  Date: 04/29/2025

  The monthly account statement (attached) is automatically drawn up and sent 15 or more days before the payment is due. The private insurance on file expired in March. The system requires coverage and automatically enrolled the tenant in our coverage plan, free for the month of April, and sent this automated notice. The account had not yet been updated when the automated invoices went out, so it included the upcoming charge of the added coverage. There is no way to modify the statement as it is already sent by the time the account was updated. The billing history (attached) shows that there is no point where the **** has or will be charged for this coverage, unless the coverage lapses again next year or is cancelled. I hope this helps, thanks for writing in. 

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/10/2025

  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.

  Storage Mart in ******, ****, on *********** rental contract is fraudulent. The contract does not specify that the signer is agreeing to a promotional rate that would last a specific amount of time. The discount that they advertised was one month free not a reduced rate. After being in the 5' 5' unit since January, they are now saying that in May, my rent is 45$, double what the contract I signed says, which is a rate of 23$. Additionally, there is a line item in the contract that says they can adjust the rate, but they have to give 15 days written notice. If you don't agree to the rate change, you have to get your stuff out by the end of the month or be forced to pay the rate increase. They are not sending out new contracts to be signed they are just applying the new rate. They do not give a sliding scale or a percentage of what they are justifying the market rate increase. I looked online, and Storage Mart has many units all over the surrounding area that range in monthly price from 8-50$ for units the same size or larger than the 5 '5' units. How is it legal to apply any rate you desire with out justification and the customer signing a new contract? I did speak with the manager today (4-10-25), and she told me that it is corporate that changes the rate. She said she would put in a request to reduce my rate, but that does not guarantee that the rate will not change in later months. The May amount says 34$, down from the 45$ it initially was set at. I also inquired how they were coming up with the rates and gave her an example: if someone signed a contract for 50$ a month unit, then in two months, they double the price to 100; how is that justified? She said we wouldn't do that. I said you did do that to me. I would never agree to a closet-size unit for 45$ a month. She did not say anything. Again I did not sign a rental agreement agreeing to any of these changes.

  Customer Answer

  Date: 04/10/2025

  More images on market rate 

  Business Response

  Date: 04/11/2025

  ********, Thanks for writing in! Stacking discounts such as a free month AND a reduced introductory rate sounds like a great deal! If you were only in need of short term storage, these savings would have an even greater impact on your budget! You also received coverage free for the first month, which might be adding some additional confusion about your bill. I attached a photo of our advertisement for the spring sale, which states that the reduces rate could last up to four months. Similar sales have been run recently up to three or four months as well. While we all wish discounts could last forever, providing introductory discounts allows us to provide an economic storage option to the most customer, while also staying competitive within the storage market. Our units offer a variety of features, beyond size, allowing us to accommodate various storage needs such as ease of access, lighting, temperature control, and more! Our property management team is available to provide tours see the various units available and help determine the best fit for your budget as well as your belongings. We also offer generalized list and square footage calculators for our online shoppers, to help save time and money! Thanks so much, and have a great day! 

• Initial Complaint

  Date:03/31/2025

  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 rented a storage unit but later called to cancel. The representative confirmed the cancellation and informed me that someone from the location would process a refund of $42.51. However, when I checked my credit card, I noticed the refund was never issued. I called multiple times and was told I would receive a call back, but I never *********, after several attempts, I was able to speak with **** at the store. He told me he could only refund $10.74 and that the company doesnt refund admin fees. I was advised to contact the head office to file a complaint. I then called the provided number *************) and spoke with Dakota, who reiterated that admin fees are non-refundable. At no point was I informed of this policy, nor was it stated in writing.

  Business Response

  Date: 04/01/2025

  Hello, thanks for writing in. Everyone you have spoken to thus far is correct, the admin fee is non-refundable, as the administrative duties required have to happen now, even if the renter decides they want to rescind the commitment. The local team has agreed to issue the refund of the administration fee upon receiving over-ride permission, as a one-time only customer service gesture. Have a nice day!