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

• 

  StorageMart

  3500 I 70 Dr SE Columbia, MO 65201-6518

• 

  StorageMart

  2506 W Worley St Columbia, MO 65203-4618

• 

  StorageMart

  110 Guided Court Etobicoke, ON M9V 4K6

  
• 

  StorageMart

  115 Park Ave Basalt, CO 81621-9339

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:05/12/2023

  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.

  On Feb. 7, 2023, ***** from Manhattan Mini Storage called to say my payment due Feb. 1, 2023 had not been received.  I told him payment of $143 was mailed on Jan. 25, 2023.  ***** said no payment was received.  On Feb 8, 2023, I sent another check to replace check number 2193 dated 1/25/2023 to avoid late payment charges.  On Feb 10, 2023, ***** called to say my storage bill had been increased to $160/month.  I had not been notified of this increase until Feb 10, 2023.  I requested ***** sent me a written bill.  He said Mini Storage does not send written bills.  They are sent by email.  On April 20, 2023, ***** called saying I owed $111 for late fees.  Please contact Mini Storage to have them send me written monthly bills and deduct all late charges to date.  I repeat I do not have an email address. 

  Business Response

  Date: 05/19/2023

  Hello, Our Regional Manager has spoken with and resolved all matters with the customer. 

• Initial Complaint

  Date:05/07/2023

  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 rent a storage at storage Mart in ********. I've had the storage for about 2 months assuming I would have been out by the end of the second month. Well the lights were out in front of my storage area over half the time that I was there and I could only go at night.. so needless to say I couldn't get in there and do what I needed to do to separate things to disperse what needed to be dispersed my daughter passed away and things are getting split up. Well I got the storage and I believe like the 13th and I was never told that it was due on the 1st I assumed it was due on the day that I moved in well anyway they give you a 5-day leeway well I checked my balance today how does it go up $100 overnight because I missed a day I refuse to pay that when I should have been out of that storage if the lights would have been working I would have been out a half a month ago. $100 for a late fee is ridiculous and it'll probably just keep going up every single day I've heard people complain about this but that is insane. I spent over $100 on lights and batteries just so I could be in there at night and those weren't bright enough lights for me to do what I needed to do.

  Business Response

  Date: 05/08/2023

  Hello, I've attached the account history. On April 7th May's rent and Value Coverage was added to the account, due on May 1st. That total was $99.96. Per the signed lease agreement, rent is due on the 1st of every month. The rent was not paid on May 1st. Today, the 8th of the month, a one-time $20.00 late fee was added to the account for non payment. Making the total for May $119.96. On the 7th of the month, ****** rent and Value Coverage fees were added to the account, just as they were added prior in the month before, but these fees are not due until June 1st. The total account balance is $119.96 with the late fee for non payment in May. On June 1st, the account will owe the additional $99.96 for ****** rent and Value Coverage charge. To avoid any further charges, please make a payment promptly. We have passed this account to the Regional Manager to address. Thank you! 

  Customer Answer

  Date: 05/08/2023

  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.
  I'mI'm sorry about the misunderstanding I have rented from you in the past and it got charged for things that were not acceptable so this is okay with me I'm waiting on a ********* comp otherwise it would have been paid on time once I realized it was doing the first
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/26/2023

  Type:Customer Service 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 stored my items in a StorageMart facility In Jan 2023. My unit was robbed and several items were stolen. I filed a claim with StorageMart, and two months later, have yet to hear back from them about the status of my claim and reimbursement. Despite sending several emails, nobody has replied to me with a timeline or acknowledged my emails.

  Business Response

  Date: 05/02/2023

  We have a signed release of liability from this customer and the situation has been resolved. 

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service 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 April 7, 2023 I was inside storage mart at **** ******* *** *n Oakland Ca. speaking with store manager it was raining that morning approx, 9:30 am - 10 am I was walking outside the office opened door and slipped down the slightly inclined sloop, I was not made aware of how slippery it had become because of rain . There was no sign I slipped and fell hitting my head and was knocked senseless as well as bruising both elbows. Manager came out but offered no immediate assitance. I did need medical attention but I myself have no health insurance. I have filed a complaint and have not heard back

  Business Response

  Date: 04/25/2023

  We have passed the information over to our Claims Department who handles all incidents involving claims. They will get in touch with you with further correspondence regarding this matter. 

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service 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 filed a complaint with the BBB ** on Feb. 26th and never heard from them. I sent a note and called and they said they sent it to MO BBB, then they told me that ************* headquarters is in Missouri.
  
  They sent me a form letter that I had not paid and I did pay because I sent my payments by certified mail. They said they are going to auction off my stuff. I always sent my checks my certified mail.
  
  Location: *** W **** St, **, ** *****

  Business Response

  Date: 04/12/2023

  Customer has been in
  default since 2022, We did get a payment of $2200 that we applied to her
  account this check bounced back for insufficient funds as of 10/29/2022. We
  notified the customer we would not accept checks as a form of payment. 
  
  The customer refuses to
  speak with anyone over the phone to clear up this issue. Customer mails
  communication, which makes it very difficult to resolve the outstanding balance
  on the remaining units. Certified letters were sent to the customer notifying
  of Auction scheduled for April 28, 2023 with an outstanding balance over
  $15,000. Customer continues to send the same amount by check $2200, which does
  not cover the balance on the 3 remaining units.

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair 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.

  Ive had a unit at Manhattan mini for years. Was grandfathered into the 24 hour access. Which I often use. Last December, I added another unit which is much bigger. Because the size meets my needs, I opted to keep that one and end use of the smaller one. I moved out as instructed, removed my keys. Only then was I told *** lost my 24 hour access unless I want to pay $30 more a month. This was total bait and switch, I was not informed of this in advance, and I should still be grandfathered in since I have had a unit there and only upgraded the size (which also means more money for them!). I at the very least, should have been told this BEFORE I made the decision to move all my stuff out and cancel that unit!!

  Business Response

  Date: 04/03/2023

  As a customer service gesture, we are going to waive the 24-hour access fee for the customer. 

  Customer Answer

  Date: 04/04/2023

  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/28/2023

  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.

  My couch was destroyed by rodents that this storage company had. There are multiple holes in my couch that I paid my hard earned money for that they claim they cannot replace I’m utterly upset because my unit was nothing but clean I’ve rented from this particular company before at a different location for a year and never had any problems with RATS I would like my couch to be replaced it’s an inconvenience to me having this lose when I have a newborn baby due April 12. This is not a cost I was expecting to have to pay out of my pocket with all of my other expenses. The only thing they were able to offer me was 4 months of rent which isn’t hardly enough for a couch these days.

  Business Response

  Date: 03/30/2023

  The customer has filed a claim with our Claims Department and the claim is still being discussed between us and the customer for a resolution. We attempted to contact her and left a voicemail for further discussion. 

  Customer Answer

  Date: 04/02/2023

  Complaint: ********
  
  I am rejecting this response because:

  I spoke to the regional manager I’m waiting to hear back from the lady **** in the claims department which I haven’t we’ve called twice no answer.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/07/2023

  The Claims Department will have the final resolution to this matter. We have passed this to the appropriate parties, so they may contact the customer to resolve this matter. Please await further communications from our team. 

• Initial Complaint

  Date:02/22/2023

  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.

  In late January I went into the location on 102nd street and paid my February rent of $39.99. When I got home, I had an email from *********** saying I still owed $7. I went back into their office the next day or shortly thereafter with my rental agreement (attached below) which clearly states on p. 4 that I am to receive 15 days notice in writing before the end of the month of any rent increases. The woman at the counter said she would contact her regional manager. A few days later she called leaving a message for me to call back. I stopped into the office and she said that I didn't owe the additional amount for February but that i would be receiving notice of an increase for March. When I hadn't received any notice by the required date, I went into her office on Monday the 20th and she told me an email had been sent to me notifying me of the increase. I had been checking emails regularly including my spam folder and had received nothing from ***********. I asked her to print off the email and she said she couldn't. I asked for her manager's contact inforation and she said she could not provide it.

  Business Response

  Date: 03/03/2023

  After investigating why the customer was not receiving correspondence we found that the customer opted out of receiving our email communications by "unsubscribing" to our emails. The email was sent, but was never received by the customer for this reason. When the customer came into the office, she was verbally notified that an increase in rent would take effect. As a courtesy, the manager waived the first month's rent increase, so that it would not take effect until the following billing cycle. Upon receiving this complaint, we have manually subscribed the customer to the email notifications and the customer will receive all email communications moving forward. 

  Customer Answer

  Date: 03/04/2023

  ********** ********
  
  
  
  I am rejecting this response because:  I receive emails from *********** every month (see attachment) so I obviously did not opt out of their emails.  To say it was a 'courtesy' not to charge a fee that violated the agreement is nonsense.  Plus I specifically asked the employee if I would receive written notice as required by the lease agreement and she said 'yes.'
  
  
  
  
  
  
  
  **********
  
  ******* ******
  
  

   

   

• Initial Complaint

  Date:02/13/2023

  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.

  On mar. 14/20 I started renting a 8x18 storage unit from storage mart as we had sold our house prior to the pandemic at a rate of 225.96 including a $20 value coverage plan. On July 2nd 2020 i had to change units as they were up grading some of the container units so I moved into the main building a 10x20 unit for 305.o6 a mth including the $20 plan then an increase to 333.31 on April 1st 2021 they said it was for maintenance work .then around mid April 2022 I started noticing water damage on the ceiling and mould at the entrance along with rodant poop.it was reported to the manager. They put poison traps in the unit but never looked at the roof then on August 1sy 2022 we get another increase to 383.03 including the value plan again its for maintenance which still nothing had been done by September my unit is a mess so management gives me the forms for a claim. .come October 6 2022 I had it all filled out and pictures as required for a total of $33,574.57 it was sent to head office in the US mean while I'm still in the same unit nothing fixed at all and to change units they want more money lol so more things are getting destroyed as apparently the roof was fixed but still leaked finally December 13 2022 they get in touch and I tell them that there is more being added to the original claim as nothing been done.they finally agree to let me change units with no increase so I move and have an additional $8897.23 to add to the claim which was sent to head office on January 3rd 2023 for grand total of $42,471.70 to only get reply back on feb. 3rd 2023 that they dont cover any of that and that they are willing to give me around $3150. I tell that is not acceptable and I will be talking to a lawyer and her response was have a nice day . I then make a call to my insurance broker to only find out the coverage plan is nothing more than a money grab and the lady I was dealing with is a risk manager and not even a claims person so between social media, the newspaper and BBB

  Business Response

  Date: 02/17/2023

  Our Claims and Legal Departments are working with the customer to resolve the issue. The appropriate parties will be in contact with the customer with further action. Thank you!

  Customer Answer

  Date: 02/22/2023

  Complaint: 19394097
  
  
  
  I am rejecting this response because:
  
  
  
  There has been no such attempt to contact me what so ever 

  
  
  
  
  Sincerely,
  
  
  
  ** *******

  Business Response

  Date: 02/23/2023

  Our team has prepped the correspondence and will be contacting the customer. 

• Initial Complaint

  Date:02/07/2023

  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.

  Storage Mart without proper notice allegedly auctioned off my unit. Indicating **************** held this on January 3, 2023, however, after contacting **************** I was informed that they "do not hold the auctions for Storage Mart US, only their Canadian properties." That there in fact were no auctions held in Spokane Valley on January 3. I asked for my personal items on Jan 17, and I was laughed at, and he said "yea, I don't know what to tell you but that's not going to happen. I can't make someone give you back your photos." By law, I at least get notice, a phone call, and certification, I need a copy of the inventory list obtained on 12/19. I was charged $75 to remove the lock to gain entrance into my unit, for inventory purposes. I shouldn't have to pay for negligence, lack of care, and attention to my account. I have proof I have been double charged for monthly rent claiming past due balance when it's been paid. Charged access fees for actions not taken, a $15 charge on 12/3 for verified mail that was never sent, a monthly charge of "20.97 for a value coverage plan," as well as a monthly charge of "$12 for loss of discount." which was set and verified for autopay. This unit contained my business and its growth and expansion, this unit in the state it was in would easily be worth thousands of dollars. Organized, and bran new inventory still in original packaging, never opened. According to the Self-Service Storage Facility Act of Washington Laws, I am entitled to the funds that were gathered that exceeded the debt. Since the December bill was the only month not paid, even though I was enrolled in auto pay and have at least 5 cards on file, it was not processed. Since I paid for insurance and I paid excess fees in other charges, I shouldn't have to pay if they were a breach of contract and bailment. I lost my business equipment and my individual property 19 days into the month of December and received a letter standard mail on Jan 7, 4 days after the fact.

  Business Response

  Date: 02/13/2023

  Here is a timeline of the multiple attempts to contact the customer to get her account in good standing. There are no excess proceeds from the auction to return to the customer. There was an attempt to notify the customer several times since November 1st, 2022. Please see the below. Attached is a photo of the unit and it's contents. 

   

  11/1/2022 emailed payment link
  11/4/2022 automated robo call
  11/8/22 called busy tone emailed notice of late payment and
  intention to overlock unit on 11/10
  11/8/22 second automated robo call
  11/10/2022 overlocked unit
  11/16/2022 sent payment link both email and text
  11/17/2022 sent payment link email
  11/29/22 called busy tone noted to get update on address if
  contact is made
  11/29/22 sent payment link email
  12/6/2022 send certified letter and email of past due
  12/16/22 sent payment email and text
  12/9/22 called dead line
  12/19/22lock
  cut unit charged $75 and 
  12/23/22 unit lock cut needed 2 people staffed to perform
  12/29/22 auction notice sent via email and physical mail
  12/30/22 called busy signal
  1/3/2023 listed unit for auction closes 1/12/23
  1/12/23 auction closed took payment from auction winner held
  deposit and refunded when cleared out.