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

  2420 Saint Marys Blvd Jefferson City, MO 65109-1175

• 

  StorageMart

  1820 Business Loop 70 W Columbia, MO 65202-1356

• 

  StorageMart

  1044 E Santa Fe St Gardner, KS 66030-1592

• 

  StorageMart

  10710 214 St Nw Edmonton, AB T5S 2A6

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:12/05/2022

  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.

  StorageMart recently auctioned my storage unit after a payment was made that removed my account from delinquency status. However, they did not update the status of my account to current in their system and still sold my personal items. I received a current bill for my unit even though unbeknownst to me and apparently the company, my storage unit had been auctioned. I made a payment for Novembers rent at the end of the month, and only then did the company discover their mistake. Even despite speaking with the property management when the original payment arrangement was made and receiving calls from the company regarding Novembers bill, they refuse to give provide me with further information regarding this grave error. Only once it was reported to management by the property manager, did I receive a call. Upon asking when and how the mistake was made, the representative would not tell me what date the items were sold. She did admit fault by her company, yet the treatment I received was as if I was the offending party. She claimed that they tried to contact the buyer of the unit, however nothing could be recovered according to them. This illegal sale had to have occurred no more than 2 weeks ago. She attempted to provide me with a form to possibly reimburse me for my lost items (many of which were invaluable) and refund the payment for November. She would not agree to refund the amount paid that removed the delinquency status (******) because she stated it was a past due amount. However, I informed her that the payment rendered was to remove the auction notice, and if the unit was still auctioned, them that amount must also be refunded. The auction notice stated that the date of sale would occur by Nov 7, 2022, if the account was not paid in full. The date in which the account was paid in full was October 31, 2022. The payment was made over via phone with the property manager. She stated that the account was paid in full yet she did not update my account.

  Business Response

  Date: 12/09/2022

  We have attempted to reach **************** to reach a resolution. We ask that **************** contact our ***************** with the documentation we are seeking. We will work directly with the customer to resolve this matter. Thank you!

• Initial Complaint

  Date:12/04/2022

  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.

  On May 19, 2022 I began a contract with Manhattan Min Storage with unit #********. The unit is on the first floor and has sizeable obstruction as a pole within the unit. The unit was priced at $125.99. I provided my credit card and drivers license.
  
  November 6, I went back to the unit to update my credit card as it had been stolen. It was demanded to me to sign a new contract and the new price set was $143.99. Furthermore, I was almost lured into also paying for insurance for the unit. I was shocked that so soon an increase had gone in effect. I did not sign a new contract. I did obtain an audit history. see attached. As you can tell, even thought the rep needed my driver's license and credit card to open the account, My name listed and address are incorrect.
  
  Today on December 4, even though my account is in good standing and paid in full, I was told I could not enter my until I signed a new contract. I was very upset because I could not enter my unit while I was paying someone to transfer personal items in the unit. Even though my account is in good standing, I was told I would not be able to enter. After a small discussion, I was allowed for this one time. One rep, held my card from me until the other manager made it a point to advise I no longer have access to my unit. In other words, keeping my personal items hostage.
  
  My until was at a cost of $126.99. Why the increase? I would like all money refunded in the difference of the charge and my personal CORRECTLY updated. I should NOT have to pay in increase so sudden especially since now all my belongings smell like a dead cat. There is a unit soiling my unit and I want it to be resolved. I would also like the Owners of Manhattan Mini Storage and Storage Mart to contact me.

  Business Response

  Date: 12/06/2022

  The Regional Manager has resolved this issue with the customer and will correspond with her directly moving forward. 

• Initial Complaint

  Date:12/03/2022

  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 signed a contract with this company for storage units. When I signed for the agreement, I was agree about the terms of the contract as initial agreement. But during the pandemic, I was not able to go back to Quebec to empty my storages units (X2) and I think the company changed the prices and incrased the amounts and rates...so for 2 units, I am paying almost the price of an 3 1\2 or 4 1\2 bedroom apartment in the same area of Quebec city, where all my belongings are and this is difficult to get good customers services and answer about the rates they charges and the justifications about why after the facts, they seems to have changed the rules, and imposing me some extra-fees that was not initialy writen down or stipulated on the first agreement I signed. I am not disputing the late fees charges, because most of the time, due to my financial situation, few times I had to pay late, but the extra charges like locker fees, and lost of privileges kind of fees are exagerated and unjustified. This is pure greed, bad customer service and an attempt to take my belonging for not much, after I have been paying high fees for storages units with this company.
  
  This company are misleading customers about the price before signing the contract, after the customer has signed, they deliberately change the rules and incrase the bill by fees like change of lockers fees (in case they will have to break the lock on the storage unit in order to take possession of the goods inside), and the lost of privilège fees, this is a ridiculous way to make us trapped in a circle of debts, that way, they can cease or grab our personal belonging more easily!
  
  I seek advice and help to find out what I can do to avoid my personal belonging to be ceased by this greedy company of storage!!!!
  
  ******, an unhappy customer

  Business Response

  Date: 12/12/2022

  ******** *********  *** *** ******* * ********* **** *****  ** ********* *** ***** ******* * *** ****** ***** *** ***** ** **** ****** ***** * **** **  ******** ** * *********
  
  ***** * *****  ********** ************** ** ***** ********* **** *** *** **** ***** ********* ** *** ***** ** * *********  **** ***** **** ****** *** **** ***** **** ******* ** ***** ************ ** *** ***** ******* ************ ***** ** ************
  
  **** ****** **** ******** *** ***** ******* ***** **** ********** ** *** **** ***** **** ** ******** ** *** ** ** ******* **** ****** **** ********
  
  ****** *** ** **** **** ******* ** **** ****** **********
  
  ***** 

  Mr. ********, as discussed just now with you. I understand that your complaint was filed before my call the day before, ie Sunday December 4th.
  
  Following our discussion today, it was important to me that you were satisfied with my call of December 5th. we therefore concluded that you were very happy with our conversation and that your complete satisfaction was there.
  
  You therefore confirmed to me that your complaint was no longer necessary and that you were to inform the BBB of this when you had two minutes.
  
  Know that I am very happy to know that you are satisfied.

  Customer Answer

  Date: 02/23/2023

  Please update and remove the latest complaint or file since an agreement or a conflict resolution was finalised and thererefore, I do not wish to pursue any complaints in this regards.

   

  I am fully satisfied with the latest agreement and how the matter was handled by the responsible of the case (area manager in ***********, ******************, ******).

   

  Thank you  for your collaboration and your understanding!

   

   

  *******-E ********

• Initial Complaint

  Date:11/21/2022

  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.

  The credit card on file expired for autopay. The company never informed me of that and locked me out of their email system (so I couldn't check on my account). The company never sent me a note that the account was overdue. Instead, the company added several fees for "being late." They also advertised the unit for sale and charged a fee for that. The company also started charging me for an insurance that I never signed up for. The company prepared to auction off the items. I only found out about this because the company give me a call two weeks prior to the auction. I was told I had to pay all the fees to stop the auction and so I did.
  
  I request a refund for incorrectly charged fees. And a recognition and apology for the time and cost occurred on my end.

  Business Response

  Date: 11/23/2022

  This issue has been resolved between the customer and the Regional Manager. Thank you!

• Initial Complaint

  Date:11/09/2022

  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 have been a customer of ********* **** ******* for over 10 years, with no complaints. Recently, the company was bought by Storage Mart, and the new management changed all the rules without appropriate advance information to customers. For one, the complimentary storage taxi was cancelled, using the pandemic as an excuse. This was a big loss for customers. Secondly, rental periods have changed from an annual rental to a month-by-month rental, without any foreknowledge of when rent increases will occur and by how much. I moved from 2 smaller units to a larger single unit in August 2022. I expected a reasonable rental increase to my new unit in August 2023. Instead, I was informed on 15 October 2022, just 2 months since leasing the new larger unit, that I would have to pay a 15% increase in rent from 1 Nov 2022. So the rental on the unit went from $365.99 to $417.99 in 2 months!!! This is an outrageous bait-and-switch scheme where customers have no recourse to unfair and sudden rent increases at unpredictable intervals and are given only 2 weeks to organize an alternative if they do not agree with the increase. I work overseas for long periods (which is why I need the storage space!) and cannot organize a move to another facility from there. The new management at Storage Mart have not seen fit to engage their customers in any explanations at all and are simply forcing unreasonable rental increases at any time with no predictability, and do not feel the need to provide any explanation. If you do not comply, they respond by simply locking your unit with threats of forfeiting the contents. This is outrageous behavior. PLEASE HELP!!

  Business Response

  Date: 11/17/2022

  Hello, At the time of acquisition every customer was notified of the new lease agreement via the contact information on their account. Per the lease agreement, the storage rental is month to month. Beginning on the first day of the month and ending on the last day of the month. Appropriate notices of rental increases are sent 15+ days in advance to the customer's information that we have on file. All of this information is outlined in the attached lease. Thank you!

• Initial Complaint

  Date:10/17/2022

  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.

  Paid 481. Dollars cause I was late. I paid on Friday Oct 14 and went to get stuff out on Oct 16 and they still had their lock on it . Asked the property manager if she would take her lock off she yelled at us called us names and wouldn't do it so now it's Monday Oct 17 and they are still refusing to get their lock off my storage unit when I just want to get my stuff out they are stealing my stufff.

  Business Response

  Date: 10/18/2022

  Hello, We have passed these comments to our Regional Manager to address. 

• Initial Complaint

  Date:10/05/2022

  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 had storage unit ***. Mgmt called me and said they needed to move my unit due to construction. The unit they moved me to **** was more expensive. I was advised since the company had to move my unit there would not be an increase in my rent. This month they doubled my rent without any notice. I called their customer service # and they said I needed to speak with the property manager. After numerous unreturned calls I finally spoke with the property mgr. he said there was nothing he could do that he would have the regional mgr call me. I have not received any call to resolve this. I want them to honor the amount of rent I was paying and not increase my rent like they said I would not. It’s ridiculous nobody at the company will not try and resolve this and keeps passing the buck.

  Business Response

  Date: 10/18/2022

  We have passed these comments to the Regional Manager to conclude a resolution. Thank you!

• Initial Complaint

  Date:09/26/2022

  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.

  Since I purchased a space at the StorageMart located at **** ** **** ** ****** ** ***** United States
  The roof on the 4th floor has been leaking near my unit. I commented to the manager and he told me this was being taken care of as it was reported to the insurance company. Needless to say that it has been a year and the conditions have worsened. When I complained to management they offered to move me to a lower floor instead of reassuring that the leaks will be resolved. Moving from unit to unit will cost me a lot of effort and help ($) which they will not provide. I can’t afford to move to another unit , I want what was promised at the time I signed the contract… that the leaks will be taken care off. See uploaded pictures for you to assess the danger of the situation. This might even be considered a health hazard as it is spreading all over the 4 th floor.

  Business Response

  Date: 09/28/2022

  Thank you for reaching out. We have been in contact with several roofers to pinpoint the cause of the leaks. We are in the process of evaluating the necessary repairs. We would be happy to transfer the customer into a new unit/level. Our Regional Manager has indicated he will reach out to the customer directly for a resolution. 

• Initial Complaint

  Date:09/24/2022

  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.

  I was a customer with ********* Mini Storage (MMS) since early 2017. On March 3, 2022 I was given 2 week eviction notice by ********* Mini Storage to leave the unit by April, 14. I started moving my belongings out and discovered some of my belongings damaged by rodents. I emailed my complaint to the facility, but got no reply. Spoke with their General Manager and also with District Manager ***** ******. Was given their damages claim form, but afterwards had to leave the country as my family member was sick. Upon my return in August, I wanted to submit the form, but was advised my claim was null and void as it was not done at the time of my lease termination. The business states that I attempted to assault their manager, which resulted in my eviction, but that is not correct. When I came in to discuss my account, there was no manager available and their staff member in question could not help me. They even started showing their poor attitude, which made me very irate, however I did not attempt any assault. This is being misinterpreted by the business. Although I was fully happy to terminate my lease cause I was not happy with their value coverage charge anyway. When MMS gave me to fill out damages paperwork, they failed to advised me that there was a certain timeframe for this claim to be submitted. Being aware of my upcoming trip overseas, I even asked DM T. ****** if there was a time frame to submit this claim, they told me that this claim could be submitted any time when I was in a position to do so. There was no time frame given whatsoever. I was misled by the management of the business.Vast photographic evidence available of the damage upon request as well as laundry receipts. Could this be sent to business and complaint left open till we get their full side please ? PLEASE LEAVE THIS COMPLAINT OPEN TILL ADVISED OTHERWISE.

  Customer Answer

  Date: 11/20/2023

  I was a customer with ********* Mini Storage from January 2017 to April 2022. In February 2022 this business introduced a mandatory value coverage charge and I was not happy with it. I decided to purchase my own insurance, but their staff member were not sure if my insurance would be accepted or not. I had an argument with their staff member about it and the business gave me my 14 days eviction notice. I left my unit by April 14, 2022 as instructed, but while packing out I discovered an extensive rodent damage of my belongings. I got their damages form and took time filling it out cause I had some issues in my family. The business were not willing to accept it even though their terms and conditions state any claim can be filed within 12 months, which I did. I tried contacting business with the form, but they were not ignoring my attempts to ensure that my claim would be considered. I had to file a few complaints with Better Business Bureau, the ********* Mini Storage agreed to consider my claim, but their terms and conditions state that they are not responsible for insect and rodent damage. 1) The business states delinquency in my terms. What kind of delinquency was there ? 2) Does the business have a copy of their terms and conditions signed by me confirming the acceptance of their damages policy that the business has no liability for rodent damage ? 3) The ********* Mini Storage risk manager Beka Doll kept ignoring my multiple emails regarding my damages claim and its amount. What is the reason for this lack of customer service ? 4) Does the business Value Coverage Option offer coverage against the rodent and moth coverage ? 5) After I had an argument with their staff member ******, the business gave me a 14 days eviction notice. They took ******'s side of story and they failed to hear mine. Why was there no just hearing involving both sides ? 6) The business ' terms and conditions state that I had a year to file my damages claim. I discovered this damage in April 2022 and when I tried submitting my claim via DM ***** ****** in August, he told me in his email that my complaint was null and void as it was not submitted in a timely manner . Why was ***** not aware of 12 months time frame ?

  Business Response

  Date: 11/21/2023

  This is one of several of Mr. ******* BBB complaints. All prior complaints have been closed. We stand by the decisions made in previous complaints.

  Mr. ***** was served with termination of possession after he attempted to physically assault a team member. We do not allow customers to conduct themselves in this manner towards our staff. At this time we elected to end our business relationship.

  During this discussion Mr. ***** presented the rodent concern, however, since he was delinquent on rent payments, any coverage was null and void and no linger in force. 

  Additionally, indidents regarding rodents are not covered in our coverage plans. 

  Mr. ***** stored with us for one month paying only $25. In good faith we refunded the $25 payment via check. The original check went undeposited and expired. This check was reissued and has been sent to the local location for pickup.

  Customer Answer

  Date: 11/21/2023

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

   

  I was not delinquent on my rent payments. Your 14 day eviction notice served to me on March 31, 2022, advised me not to pay my rent for the remaining 14 days while I was moving out. Could you please confirm that ?

  Business Response

  Date: 11/22/2023

  Our rent schedule goes from the first to the last day of the month. Rent and Value Coverage charges are due on the first of each month. If not paid on the first of the month, you are delinquent as of the 2nd of the month. 

• Initial Complaint

  Date:08/24/2022

  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.

  We have 2 storage units with Storage Mart. We had the storage units for at least 3 years. I believe the storage units were originally opened in April 2019. One is in my mother's name and the other one is in my name. My mother filed bankrupt due to her own personal reasons. However, both accounts have the same contact information such as phone and email address and the auto pay features. Both accounts were originally set up on auto pay. First my mother filed her BK, then Covid happened so we were both in a crunch. I called Storage Mart immediately when I learned that my job was going to be downsizing temporally just in case I wasn't going to be able to make the payments. I was told that they would not be charging any late fees or placing any units up for auction. They didn't have an exact date that this would be go through at the time but I felt relieved. I continued to make my payments each month in person, over the phone or online. Every call that was made to and from Storage was recorded on my end. The Storage Mart staff are ridiculously rude, unprofessional, lazy, lack customer service skills and etiquette. They lie and have a tendency of hanging up on you if you ask them questions regarding your account. I attempted to make my online payment in June but learned that I was restricted from making the payment. I called and requested to make the payment over the phone and was denied the option to do so. I called to file a complaint because this has happened several times in the past also. Spoke to the Regional Manager ***** who is also rude, unprofessional and a complete liar.. She never escalated the issues as promised so the charges tripled. After 30 days of waiting, I received a call ***** advising me that she didn't say that she would have anyone to call me. I forwarded all of our conversations to prove that she was lying. Requested to speak to her supervisor or manager **** AGAIN and that has not happened. I was told that he called but he never left a message.

  Business Response

  Date: 08/25/2022

  Per our Regional Manager, the customer has signed an abandonment agreement to dissolve the account. Please see attachment. 

  Customer Answer

  Date: 08/29/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: The attached form specifically shows that I did NOT agree with the balance or terms of the agreement. This is NOT the original version that was sent. I will email the original form along with all recorded calls to the BBB specialist as they’re not uploading here. It says file too large. I have recordings between myself and staff. I have recordings of them lying. I have recordings of them confirming that there system was down. I have screenshots of the system restricting access. I will also forward copies of the emails that I sent to them that were never responded to.regarding discrimination due to disability and retaliation. I requested 2 weeks not 6 days. Copies also forwarded to **** and ******** ********* ******. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******