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:01/30/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to express my dissatisfaction with StorageMart's recent price increase from $79.99 to $91.99 without proper notice and without any mention of the possibility of such an increase in the contract.
  
  The notice was sent on November 11 2022, only 19 days prior to the change and the email subject line was deceptive, misleading, and unclear, stating "Your monthly account statement is here." This is particularly problematic for customers like myself who are enrolled in autopay and do not need to view statements.
  
  I believe that StorageMart's actions are unjust and in violation of their contract with customers. A proper notice should have been given well in advance, and the contract should have clearly stated the possibility of such increases. I would also like to be reimbursed for the amount of the new increase in automatic payments I made and have my billing readjusted to the original price for at least 30 days so I could make proper arrangements.
  
  I request that the BBB investigate this matter and help resolve it. I hope that StorageMart will reconsider their approach to price increases and ensure that they are transparent and fair to their customers in the future.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ******

  Business Response

  Date: 02/02/2023

  We have passed this information over the ******** ******* to review and discuss with the customer. 

• Initial Complaint

  Date:01/25/2023

  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.

  2403 Rangeline StorageMart Columbia Mo. 11/28/2022 went to close out unit #321 after renting there 24 paid months of storage and insurance on my belongings. My unit was mice/rats infested, spider and had water damage from flooding. I filed a claim and it was denied after providing receipts for proof my furniture was literally brand new going in to the unit. ******* denied my claim siting it was my own items that caused water damage. I have pics of corrosion from the moisture. Site Mgr ****** was onsite and present at my unit on 11/28 and took her own pics for my support. I also paid a $100 that day for them to remove my damaged items I couldn't take with me. Claim denied and treated with utter disrespect. After 24 months of payments and insurance cover for losses I deserve compensation for my stuff. 7 or 8 other tenants posted same complaints against this location for flooding, mice, spider. This storagemart should be used or put out of business

  Business Response

  Date: 01/27/2023

  Thank you for reaching out to us. Per our lease agreement, no food is to be stored in the unit. When the customer arrived and found rodent damage, she mentioned that they got into her groceries and nested. It is strictly prohibited to store food. The customer did leave behind many items, including food in the unit and was charged a cleaning fee. The claim was denied based on the breach of contract of storing food. There has been no evidence of water damage to the unit.  

  Customer Answer

  Date: 01/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: ****** the onsite Manager and the maintenance man that were present on the day I moved out took their own pics and agreed my unit HAD flooded. Despite CANNED good and beans the entire facility is rodent infested and water damage clearly soaked the legs of my furniture, couch, and moving blankets I lines the unit floor with PER THE SUGGESTIONS IN THE MOVE IN contract. These people are making living a off making people pay for protection coverage and never allowing any claims
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 02/02/2023

  Per our lease agreement, no food is to be stored in the unit, please see section 8 on the Missouri Lease Agreement. There were perishable food items in the unit such as boxed potatoes, cereal, mac and cheese, slow cooker seasoning, and taco seasoning.

  The claim was denied based on the breach of contract of storing food. There has been no evidence of water damage to the unit, the photos show that something was spilled in the unit, but no water damage covered under our Value Coverage is present in any photos.  

• Initial Complaint

  Date:01/16/2023

  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.

  My name is *******. There is several records of me attempting to obtain my families belonging since before October 2022. The regional manager had told me to get a truck and fine. I paid for 7 different rentals and movers and have went months with nothing as they have done everything to not let us in our unit. Every excuse why we can not access. Then the last time was just before Xmas when I was right in office. But due to my purse stolen while treating with my family on Halloween I only had a picture of my License. Well the management had changed over from the lovely lady name *** to someone else. The new management refused me due to i dud not have a physical card even regardless of the regional manager saying to come with truck during business hours. And regardless of being there in daytime hours with a moving truck. again. So all the way from late Sept beginning of October we have been trying to obtain our belongings from this facility in barlow trail. We have been disregarded. Lied to. Manipulated. Extorted and refused access to our belongings. It's been several several weeks. As of late November early December they refuse to return our calls or anything. All we get is a ticket has been sent to that department. I've made obsolutely sure that all my contact derails were up to date as well as extra. December 21, we received an email into my hospitalized son's email. My son's. Not mine. Not a return call. Not access granted to obtain our belongings. Not nothing. But they send my hospitalized son's email an email stating our belongings have been moved out.im furious. Like pardon me. I called the customer service line, after I called the ****** ***** ******* ******* property, and was unsuccessful, and they only said it it being addressed and sent to the regional manager and we are sorry but we don't have any idea where your belongings are. I was in tears. Distraught and abused. Now again no one will answer. No one calls back. No one knows where our belongings are.

  Business Response

  Date: 01/19/2023

  This customer was notified of a non renewal of her lease for breaking the lease terms by sleeping in her unit. We attempted to allow her access to her belongings numerous times and she would come after hours or with no proof of identification. We attempted to reach out to her via the contact details listed on the account. Her unit was eventually auctioned in December of 2022 for non payment. 

  Customer Answer

  Date: 01/30/2023

  This is not true. There are several records of me calling into their customer service. Including head office. 

  They in no way said there was no renewal. I never wanted renewal. I merely only wanted access to my unit to empty my belongings. 

  Not ever did I sleep in there. 

  They tried to tell Me my children did so after they accused them of going through the side hate. But when argued and proved that previous manager Jen had allowed them then is when they tried to accuse my 13 and 16 ur old of sleeping in there. I have several recorded calls. Several tickets as they call when you call and try and contact someone. I have email to ***** ******* as I tried to go up the pole to access our belongings. The customer service whom would escalate my ticket even said it was strange how there was no records of my calls being responded to. I had called the actual office.i had been trying with my family to obtain our belongings before any money was even owed. They refused left right and centre. I was literally in the property in a ***** with my eldest daughter to get the belongings. When they were opened and no one would allow us access. They had changed my locks for no reason and placed new titanium locks with red sharpie colored on them. I called every week sometime every 2nd day to access my belongings. My son and I were there also at property but the new manager said I could not access it due to I had no hard copy id. I had a picture. My son had his. And he was also on the unit. They would not allow. I was in tears. My family and I had previously lost everything else due to an abusive ex partner. This is all we had. I tried everything to work with these people. I owed nothing. I want my stuff. They illegally auctioned my belongings. N the belongings of my family. 

  I also updated my contact details and gave several extras. On Dec 21 2022 they sent my one son's email a letter stating move out successful. They were illegally withholding our belongings. They were illegally doing so to illegally charge when unable to do correctly. To gain funds from illegally auctioning our belongings.

• Initial Complaint

  Date:01/07/2023

  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.

  Hi I run a nail business and when I first found the place it was ran by a storage mart employee when I gave all my information and picked out my suite the lady asked what kind of business do I run informed her it was a nail business I do nails she said okay great in her words maybe “i can come down for a manicure and relax “ . “Sure no problem “ every since October 17th I was only in my suite moving in my things and furniture in it was a letter the next day under my door from another person renting a suite saying my baby was crying and it’s interrupting . I can’t control a baby cry especially if I don’t comforted the baby and the baby wouldn’t stop so I left I have screen shots and videos and letters from the one person who complaint I got a call from Jacqueline the manager of storage mart telling me a person complained about music and my baby , I spoke with her and responded I do not play music and if I do it’s on increment of 5 you can barely even here my tv . I called the storage mart few weeks 11/17/22 later a woman answered and asked why was I whispering I responded and told her because if I talk with my regular voice I will get a complain and I already have 2 , fast forward just before Christmas December 8th I get another complaint stating my music is loud again and my mother was in my suite with me when the storage mart person came to my door to tell me somebody complained about my music my mothers words “we have been in here for only 2 hours and she has not even turn on her tv we have been finishing decorating her suite at this point this is harassment to my daughter and she hasn’t even been in here for a full 2 months” the guy said okay” I will leave a note because I walked in I DID NOT hear anything “ now 1/6/23 I am getting an Angry email from the the regional manager stating about the smell ”if I smell it on Saturday YOUR OUT OF THERE AND WE WILL EVICT YOU “they have no problem collecting rent each month . I deserve my months rent back of $639.00

  Business Response

  Date: 01/10/2023

  After investigating with the Regional Manager, he states the customer has recently been using a chemical in the suites with a strong odor. The customer has been asked to resolve the odor on multiple locations as other customers have concerns about the smell. She has refused to resolve the matter and has been informed her month to month lease will not be renewed at the end of the month and no refunds or credits will be issued. 

  Customer Answer

  Date: 01/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: they are trying to say they have told me on multiple times they complained about a smell
  
  As I provided with documents when I submitted complaint it was about music never a smell and I signed my lease as a mail tech they were very aware of what products I use and how I use them I want me refund it’s not fair to take someone’s money for 3 months and each time they pay someone complains every time I pay my bill I get a complaint 3-4 says after me paying I am not accepting this I want my refund of $639 dollars that was my hard earned money they were very aware I also provided more documentation about the situation because like I stated it was never the smell until 6 days into 2023 just November and December it was music I have all my documentation. I want my refund I am not accepting this .
  
  
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 01/13/2023

  The customer has been informed her month to month lease will not be renewed at the end of the month and no refunds or credits will be issued. 

  Customer Answer

  Date: 01/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  At this point I am still going to reject because storagemart knew exactly what they are and we’re doing by just having me sign a lease and then wanting to not renew my lease only there for almost 3 months and each time I paid I get a complaint completely find don’t renew my lease but I will get my refund back this is not far I was harassed even your employee ***** said that “you need to file a report because you do your job as a tenant and personally when I work and do my rounds I do not hear from your suite at all . Again like I said I work a second job I’m barely even there but I will provide all documents .
  
  I REJECT one of the pictures I provided was a day after I was moving in I haven’t had the keys for no more then 12 hours before a complaint was made when I’m moving things in on a Sunday October 18th 2022. I’ve been harassed since then and they continue to take my money then email a complaint after money was given and paid to owner I reject and will keep rejecting .

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

• Initial Complaint

  Date:01/03/2023

  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 January 2, 2023 I attempted to make a payment on my storage room unit. I visited the online website and I was unable to make the payment. The payment website was unavailable at the time. On January 3. 2023 I called Storage Mart to make the payment via phone but the automated system was also not available. I proceded to speak with a representative and make a full payment on my account. I was charged a $15.00 “convenience fee” for paying via phone. (1) I was not informed of the fee nor did I agree to paying it. The customer representative never informed me that a fee was being charged and I was only informed of it after I asked and the transaction had already “been processed”. These calls are recorded and I was informed of the recording so there is evidence of the lack of communication from the representative. (2) I was given no other choice than use the customer service representative given that the website and automated phone services were not working. Essentially I was obligated to use the customer service representative to make the payment and charged a fee for it without being informed. I tried negotiating with the company and received a “sorry these charges are automated”
  
  I know, $15.00 is not a lot of money. I am filing a complaint because it is a wrongful business practice geared towards financially exploiting customers by charging excessive fees.

  Business Response

  Date: 01/06/2023

  After investigating with the Regional Manager, it was found that the customer had made a phone payment prior to the January 3rd payment. The first phone payment was made on 11/30/22 and the customer was notified of the convenience fee at that time and paid both the rent charges and convenience fee. Per the recorded phone call, the customer was aware of this fee at that time. When the customer called to make a payment on 1/3/23, she was quoted her total payment including the convenience fee. Please see attachment for customer history. 

  Customer Answer

  Date: 01/10/2023

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

   The fact that I had consented to the $15.00 convenience fee on a prior occasion, does not give Storage Mart blanket consent to charge it a second time. Customer consent must be obtained before charging a person’s account, this is a basic  tenet. 

  
  

  Storage Mart is correct that I had been charged this fee on a prior occasion, that time I was informed of and authorized the fee. However, this time, I was not informed that I was going to be charged the fee. It is both federal and state law that a customer must be informed of charges and provide authorization before those charges are made. In my Storage Mart bill no such charge was itemized and because I was not informed of it when I paid in January 2023, the $15.00 convenience fee was an unauthorized charge. Prior business transactions are irrelevant, because I am disputing the January 2023 payment and not any prior transactions. 

  
  

  Moreover, The reason I did not believe I was going to be charged for making a payment via phone is that I had no other option to make a payment than using the phone service. Because my payment options were constrained by Storage Mart, I did not expect the company to charge me without informing or obtaining my consent. (Online payment and automated phone services were not available.) This is a matter of law and principle. Of putting customer service at the forefront of your business given that your customers are the only reason you are in business. 

  
  

  I have given my 15 day notice to vacate and will ensure to communicate Storage Mart’s wrongful business practices. I am very dissatisfied and disappointed but mostly, I am thankful that other businesses with better practices exist. Thank you, 

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

• Initial Complaint

  Date:01/01/2023

  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.

  I received a phone message on Christmas Eve, Dec. 24, 2022, informing me that there had been a water issue at my storage facility ***** * **** **** ******** ***** ** ****** and that my unit had been "compromised." Being a busy holiday time, I made it to my unit to assess the damage on Wednesday, Dec. 28. At that time, I learned from an employee onsite that a heater had completely gone out near the loading dock, which is close to my unit. Due to extremely cold temperatures combined with the heater outage, a sprinkler pipe burst, affecting a dozen units (including mine). You are required to have insurance at this facility. Rather than paying for StorageMart's coverage, I use my own insurance. Therefore, I am told that I'm responsible for any damages. So right there, I know I'm out $1,000 for my deductible. The water ruined my ************ mattress and boxed springs, among other items. The same thing happened a year ago, according to the employee onsite. This is unacceptable. In fact, the problem (broken heater) had STILL not been corrected when I came to clean up the mess. It was also unsettling that the employee provided me very few details until I continued to prod. I had to ask for cleaning supplies (mop, hot water/soap, paper towels, etc.) and remove everything from my unit, which was extremely hard for two people without the movers we originally hired to deliver my belongings to the unit. They also broke my lock to enter the unit and replaced it with a lock that is different than the one I had purchased. Since the burst pipe was clearly the result of StorageMart's negligence, I believe they should give me a free month of storage AND cover my insurance deductible. I'd also like to warn others against using this location until it can be confirmed that the heaters throughout the facility are regularly maintained and in working order, and that the thermostat is kept at an acceptable temperature to prevent frozen pipes. Thank you for your time and help in this matter.

  Business Response

  Date: 01/04/2023

  Please see attachment for section 6 of our lease agreement which was signed at the time of the rental by the customer. We are not liable for damages if the customer is not covered by our Value Coverage Plans.

  The situation goes as follows, the heater in the bay
  was working when closing the property on December 23rd. We disabled the bay
  doors so no customer would have left the door open over the Holiday
  weekend.
  We received a call from the security company that we had a sprinkler issue at 3pm. The Regional Manager arrived at the
  property at around 3:20pm. The fire department was
  already here, and they turned off the water.
  We contacted a company to clean up the water. Per policy, locks were cut on all units we believed to be impacted to assess any damages. The outside mitigation
  company sucked any excess water from any impacted unit.
  
  We replaced all locks
  with a combination lock and set the lock to the last 4 digits of the
  customer’s phone number to secure the belongings. All customers impacted
  were called on December 24th and were informed about what
  happened. When the customer arrived on the 28th, she was provided a mop
  and cleaning supplies.

• Initial Complaint

  Date:12/29/2022

  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.

  I had been a customer of ********* *********** on * ** ** since 2009 when it was a responsive family-owned business. My unit was involved in a sewer pipe burst in May 2022. I was not informed--for some unknown reason no one could name. I came upon the mess of water damage, mold growth & toxic sewer water in Nov. 2022--the current management, governed by Storage Mart, was not forthcoming with the incident and left me to clean the mess on my own. In an attempt to get proper information, clean up, and compensation--I escalated to upper management. They went through the motions of offering to take some responsibility by having me fill out a claim that local and regional management would work on. The claim was denied by a Storage Mart corporate officer, who first claimed that since Storage Mart bought ********* **** ******* in Dec 2021, my lease was technically not in their purview! I was treated only with apathy and contempt...and they took my monthly rent for 6 months while my belongings were sitting in NYC sewer water. A nightmare of a company with no regard for their customers run by a completely incompetent crew who do not 1. Care about your property, 2. Care about their business, as customer service and risk management seems to mean nothing to them. 3. Care about your health & well-being when their procedures fail

  Business Response

  Date: 01/06/2023

  Per the investigation with the Regional Manager, there was a sewer back up in May of 2022. At that time, no issues in the area of the customer's unit were detected, so she was not notified of the incident. When the customer came to her unit in November, she discovered her unit had been affected. Prior to this in March of 2022, the customer removed our coverage plan because she was personally covered by her private insurance company and provided a copy of her coverage. Please see section 7. and 8. of the lease agreement. Customers are required by the lease to obtain one of our coverage plans or to provide their own coverage. When she opted out of our coverage plan, her personal insurance company became liable. Please see customer audit history for removal of our coverage plan. When the customer arrived, we gave her merchandise to repackage her belongings and transferred her into a larger unit, and adjusted the price to remain the same as what she was paying previously. The customer then called later and requested compensation with a CSR. The CSR always directs any customers to fill out a loss form to be evaluated. Since she was not covered by our company at the time, the request was denied. The customer was refunded  $25.99 and then vacated on the 18th of December 2022.  

  Customer Answer

  Date: 01/19/2023

  I do not agree with the company's response as good faith.  1.  Storage Mart was not forthcoming about the event that occurred in May 2022, but hid it from me.  2.  I had to request to be transferred to a new unit after finding all the sewage.  The larger unit was the one available that day--it was no gift from Storage Mart.  Storage Mart also said they would keep my current rate, but then increased by $25.99.  That is why I received a $25.99 credit, after asking multiple times and because they made another promise they didn't keep.  2.  On that very day (11/7/22), not after the fact, I requested compensation for my loss and their poor management of the situation.  I was told by CSR that they would do everything they could with regional manager to compensate.  Why would I delay my own insurance claim by over a month waiting for their offer(which was no offer at all) if Storage Mart's explanation of events were accurate?  That makes no sense. 
  

  Furthermore:

  1.  Storage mart submitted 2 clauses from "a lease"--it was not my lease.  

  2.  I have email exchanges documenting the confusion about whether or not my area was involved in the water incursion.  I also have email exchanges showing how they modified (by creating a letter to me and back-dating it to May 2022) the incident letter in an attempt to make it appear that I was informed in a timely manner.  

  3.  I have email exchanges showing they were reluctant to cooperate with my insurance agent by not providing the proper incident details. 

  4.  I have my Credit Card bill showing they increased my rate, not that they gave me credit.

  Business Response

  Date: 01/19/2023

  It is standard practice to notify the customers that are
  affected by any water issues. At the time of the assessment, it was indicated
  that there was no damage to her unit to our knowledge based on the
  specifications we use to determine which units are affected. The customer was
  moved the day she found her unit in that condition. We are always willing to
  assess a situation, however, the customer removed our coverage leaving the liabilities
  to her own insurance coverage. If the customer would have had our Value
  Coverage Plan, her claim would have been reviewed by our Claims Department. The
  screenshots verify this occurred prior to the damage. The lease screenshots
  that were provided, is the New York state lease agreement that the customer was
  under. The audit history provided are factual charges, payments, and refunds
  directly related to the customer’s account and verify the recollection of the previous
  statement.

  Customer Answer

  Date: 01/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because it is a misrepresenation of pertinent facts:
  
  
  
  A
  very unfortunate, unsanitary incident occurred at this facility:
  sewer pipe burst on May 30, 2022. My unit was overlooked for some reason.  It is not clear if my aisle was invovled or not (see email from General Manager which states that my aisle @ the time of the burst (10) was involved. This confusion and is compounded by a suboptimal response to my discovery of the damage and clean up (see incident report in which cleaning crews were engaged due to toxic nature of the incursion, but I was not offered same.)   
  On
  Nov.7, 2022, before 3pm I found: first discolored, warped and
  white-streaked boxes, followed by framed objects caked in white-gray
  matter. After each discovery, I brought
  examples to the front desk for explanation. Yet, I received no
  answers. The manager left shortly after my first trip to the front
  desk and the CSR told me, in a quite agitated manner, that he did not
  know what occurred and I'd have to call the manager the following
  day.
  1.
  The truth of the sewer piper burst was intentionally withheld from
  me, though management knew what had occurred. Furthermore, when I pressed for an incident report for some documentation of what occurred, I received an illegitimate, letter, back-dated to May 2022 to seem as if I was informed in a timely manner. (see attached.)
  I
  was left to deal with the mess on my own with some clean boxes
  (there were a shortage of those also).
  2.  After approx. 2
  hours, I found actual murky, malodorous water in a box. Luckily
  maintenant person, ******** ***s, was nearby. Mr. ****, not the
  CSR/management, alerted me that it was sewer water; got gloves and
  some cleaning supplies; and called CSR to say I needed a unit
  transfer, Furthermore, he remained to help me go through the
  wreckage soaked in NYC SEWER WATER and growing molds (white and
  black mold), debris, mildew... I asked Mr. **** to stay and
  he graciously agreed to stay with me until the remnants of my
  property were in the clean unit. (The CSR only
  offered that I had to speed things up because Mr. **** was due to
  leave.)
  3. The
  CSR was completely unhelpful and seemed impotent to act. I insisted
  that I be moved to a clean unit at my current rent, especially given
  that the facility had been collecting rent for over 5 months while
  my personal property was stewing in sewage water. I certainly
  didn't need or request a larger unit, given that most of my
  belongings had to be discarded. I was given an available unit,
  which happened to be larger.
  4. During
  my conversation with the local manager, I was
  led to believe that due to the extraordinary/unfortunate
  circumstances, she and the regional manager would work together to
  compensate me for the loss—even though I held my own insurance. I
  was given the Storage Mart claim forms to that end. I also eventually got to spoke
  to the regional manager, ****** ****** on 11/17/2022, who confirmed.
  5. Despite
  these conversations, after submitting the Storage Mart claim, I was
  called by the corporate adjuster, "*******", on 12/1/2022. Her introduction informed me that
  Storage Mart had bought ********* **** ******* in December 2021 and
  technically my lease was not Storage Mart's responsibility! (In fact
  the "portion" of a lease submitted by Storage Mart is not
  my actual lease.) Furthermore, she would be denying the claim
  because I had my own insurance. When I asked is she had spoken to
  the regional manager, she told me "no" that there was no
  need! I then called the regional manager who claimed that she had
  no control over the corporate adjuster and hadn't discussed my case
  with her. I was dumbfounded. I had to recommend that management
  involved should have a meeting about what occurred and come up with
  some sort of compensation for their poor handling of the situation. (See Gmails Regional Manager, D Garner)
  6. All
  this occurred over a period of 1 month. It is hardly acting in good
  faith to mislead me in such a way: have me take the time to file
  the claim, not communicate with one another over what had occurred
  and deny the claim based on a condition that was known from the
  start. Why waste my time and delay my own insurance claim?
  Though the sewer
  pipe burst may not have been foreseeable, the behavior of
  management: local, regional corporate was terrible. There is no
  culture of customer service at Storage Mart. In fact, I was treated
  with apathy, avoidance and contempt. To top it all off, they
  charged me an increased rate on the new unit. (Which I had to again
  email and call about repeatedly to get refunded (not a credit as the
  company claims.)  I have evidence of this increased charge, but can't attach anymore documents.  Please advise
  

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I full-service agreement with ********* **** ******* in November 2020, I chose a higher priced option (approximately $140 a month) that included pick up and delivery to and from my apartment. When the company was bought, the service was discontinued. According to their manager, emails were sent to explain this, but no letters or phone calls. If these emails were sent, they must have gone to my spam folder, as I have seen nothing. When I noticed the changes in the summer, I contacted the manager and was assured my account would be changed to the cheaper service and a refund would be determined on the additional charges for the old service. None of this was done.
  When I went into their store, after multiple attempts to resolve this over the phone, I was promised a call from the manager or area manager that week. Their team should have followed this up. I went in the following week, arranged a change of service in person and moved my boxes to a unit that was $43 a month instead of the changes, which crept up to $190! (**** helped) I was then promised a call by the regional manager for that Tuesday. After not being called again, I phoned them, finally getting someone on the other end of the line. I was told that the area manager agreed with the manager that no refund would be given. The new management at Storage Mart deemed this decision not worth communicating to me.
  Not only were their attempts at notifying me in December 2021 inadequate, but their communications since have been nonexistent. Promises still need to be upheld, services have been cancelled without warning and price adjustments were not made. In the 12 months alone, I could have saved over $1,200 if I had been aware of these issues. Considering this return service would not be offered, I had been paying almost four times the price for the service I was getting. This would add up to thousands of dollars of unfulfilled services. Incompetent management, unfulfilled services and misappropriated fees?

  Business Response

  Date: 12/27/2022

  On 2.21.22 our records show that Mr ****** was issued a new contract for his unit at a rental rate of $139.00/mo. We show that email was received and opened at the customer email address of *********************. By receiving this email, Mr ****** was notified of his rate and contract change. This notification was timely and in a manner that would have allowed Mr ****** to consider continuing to remain in the unit at this rate, vacate or transfer to a more affordable unit. As of December 2022, Mr ****** has transferred to a unit more inline with the price point he was requesting. On 12.23.22 a credit of $150 was offered to Mr ****** as a good faith consideration for his concerns. Mr ****** refused this offer of credit. 

   

• Initial Complaint

  Date:12/13/2022

  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.

  Hi, I n the last week I've gone back & forth with Storagemart about my storage space #***. I am a homeless person & I was having trouble making the payment because of it. I spoke to ***** the General Manager I explained the situation. The items have no value they are mainly my grandkids winter clothes,coats & a file cabinet with my kids & grandkids birth certificates he told me he would call me back about it & he never did. I called the property again because I didn't hear back from him & ****** told me the items had no value or the phone & they could not sale my items _ it was decided by her & the general manager I could come pick them up. I sent my daughter over there to get the items because she was in the area. ****** gave her the key she didn't get everything all at once & the next time we went over there they had put another lock over my lock again & said ****** no longer works there & I still owe a few for the items. They lowered it but said they couldn't honor the agreement that there employee at the time made. They emailed me auction info & are not willing to release the items after the employee stopped working there.That is the reason for my complaint. Can you guys please help with this I believe this agreement should be honored that their employee made last mon or Tues Dec 4th or 5th.

  Business Response

  Date: 12/20/2022

  This has been resolved with the Regional Manager and customer. 

  Customer Answer

  Date: 12/21/2022

  The original employee stated that they weren't going to sell my items in a auction, I spoke with general manager or supervisor names starts with *. You removed some your items, but not able to get everything at once.  I went back for more items but there was another lock on top of my lock.  I was not able to get some of my items and there is another employee working that stated that I needed to pay 200.00 to get into my storage. 

  Customer Answer

  Date: 12/27/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: They said that this was worked out but, yesterday they asked me for 100 dollars because they needed to try and collect instead of trying to resolve the issue that their manager at the time said had already been resolved  and that I could pick up my items. This was not true as I have still not been able to pick up my items. The new manager now is not the same as the manager I did business with.  This manager is now saying that they have no idea of what I am asking for or the nature of my complaint, which is not my problem. They are giving me the run around.  All of my personal documents and belongings are in there.  I feel they are trying to take advantage of the fact that they think they can just put one over on me.  They think they can just tell me anything and that is not what they are telling the BBB.  They are pretending to have the issue resolved but they are really just looking into the former managers. They are pretending to be doing an investigation on the former manager. All they are concerned with now is finding the information which should have been what they were doing at first.  They should have been honest at first with the BBB about the resolution status of this complaint which was not and still is not resolved.

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

  Business Response

  Date: 01/03/2023

  After reviewing all records, there is it no evidence that a specific amount for a settlement was offered previously, only that we would come to an agreement. At this time we are willing to offer a settlement on the amount due in order to vacate the unit. This settlement is a one time offer and vacating the unit must occur during open office hours and be completed the same day. Unfortunately, there is not a sufficient way to communicate with Ms ******** as they are generally not available by phone and there is no voicemail set up. 

  It is imperative that Ms ******** is available to communicate conditions of the settlement and vacate of their unit for us to proceed. Our store staff will continue to reach out to Ms ******** until this matter is resolved.  Ms ******** must reconcile this matter with the store in the next 2 weeks to prevent further auction proceedings. 

  Ms ******** can reach out to our location to finalize this matter at (**** ******** *** *

   

• Initial Complaint

  Date:12/10/2022

  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 signed a rental agreement with storage mart on October 8th and was given a free month. I was told I needed to pay by the 7th every month starting in December. Since I was storing a car and it was insured so I was told I wouldn’t have to pay for unit insurance. Fast forward to December 6th and I get an automated call saying my bill was past due and there was a late charge. I immediately called ***** at the storage mart my car is at and she apologized for the miscommunication and said she would credit me back the late fee and I’d only owe $196. I told her that still seemed off because I was told it would be $160 per month. She said that was the prorated amount without the insurance charge but the insurance was still on there and they needed an insurance card to take it off. I told her that was fine and I’d try to get in that day to pay and give her the card. I ended up not being able to get by so I decided to try to pay over the phone but the late charge was still in there. I tried again the next day and the late charge was still on there. Finally on the 8th I called the 1-800 number to see what was going on and was told that they could see where the account was notated to remove the charge but it was still on there. The office was closed on Thursday so they sent me to *** at another location. *** told me he could take it off but couldn’t process my payment so someone would call me Friday from my actual location. I did not receive a call so I called in Saturday and got *******. ******* said she could run my card and charged me $233. When I asked why it wasn’t $196 like ***** told me she said there was another late fee charged. When I asked for what she said because I didn’t pay by the 10th which was the day I was calling. I explained to her that I tried numerous times and she said she couldn’t do anything about it so I’d just have to deal with it. I’m very upset that I’m paying money for their system issues

  Business Response

  Date: 12/13/2022

  We have resolved this with the customer.