Business Profile

Storage Units

StorageMart

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

135 total complaints in the last 3 years.
47 complaints closed in the last 12 months.

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Submit a Complaint

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:03/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction Date: 3/22/25 This mini storage company has provided no way to process payments, and has threatened to send the contents of the unit to auction despite us attempting to pay the bill via 3 different credit cards - all of which receive error in payment processing notifications. As a result, they have harassed myself and my business partner with multiple phone calls outside of business hours per day. Additionally, this business has repeatedly raised the price of our rental unit with no notification or consent from our side. I believe this business to be predatory and wish to warn other consumers.
Customer Answer
Date: 03/24/2025
The Manhattan Mini-Mart Storage location in question is:
************************************************************************************
Business Response
Date: 03/24/2025
Hello, thanks for writing in so that we can assist. Once an account is beyond a certain point of delinquency, online payments are no longer permitted as there are some manual steps needed to restore the account and access. Payments on heavily delinquent accounts must go through the property management team directly. We can have someone local try to reach you, however if you are not available to take their contact attempt, you may need to reach out to the local team at a time more fitting for your needs. Thank you
Initial Complaint
Date:02/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
over the years of using the storage facility I was consistently in my view harrased and constantly been corrected followed and often scolded like a child . Over many things that were been overlooked by my immediate neighbors and I felt very under a constant surveillance.mwhen I visit my unit I was followed by staff . at first I thought I'm native and they just just don't like people of my race. I never even under duress or been belittled and even as far as they threaten me with evictions I had not broken the lease I stood firm as I was badgered as I grew a lot thru this mistreatment and I stayed very polite but my lips kept my anger suppressed as I seen others all around doing were thing that I was being accused ***** they did back off me as the accusations were never real just hearsay I found the source of their suspicion.A close friend of mine stated that they witnessed a female ex roommate that I would not sleep with had made many calls to the location after I left the uncomfortable housing arrangement.Actually fleeing abuse.Made false accusations and really tried to get me evicted vindictively from my unit.this has made my experience a very very terrible and often made me very sick to the point I was scared to visit the facilities as I feared the staff harassment and consistent observation and I would often leave my rent as I never divulged that I knew the source of their suspicious unfounded hearsay that over the years they couldn't never prove or catch me doing what this vindictive lady claimed.I got to the point were I never visited and was going to abandon my possession as I felt very sick and feared going ******** I waited and now just as I never received registered mail but I just saved it from auction.And they win with a lot of extra charges to the point of few thousand does extra fees.they prevented my online acct from being accepting payments and told me to basically just f off and take my stuff don't come back as I am being refused renewal on lies
Business Response
Date: 03/07/2025
Thanks for writing in. Upon deeper review of your complaints, I found that you have been known to engage in behaviors that were prohibited in the use of space rules. While we cannot always enforce new policies on grandfathered spaces, we must still enforce and maintain the policies for safety and property care. It appears to be a lacking assumption that neighbors were unbothered by your behaviors, but we can assure you, we are not engaging in gossip with your associates, as we will not share or discuss anyone's account with unauthorized individuals. It is also by design that when a customer reaches a certain point of delinquency on their account, that payments will only be processed by the property manager, as the account and the space will require the action and discretion of the property manager to restore an account and it's accessibility fully. It is also my understanding that despite the excessive delinquency on this account, that the local property management is trying to arrange a settlement agreement with you rather than having your items removed from the premises. Please follow up with them more locally to get a resolution more customized to meet your needs.
Initial Complaint
Date:02/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
If you reference Smart Storage complaint #********. You will see I plnned to move a couple months in advance, and SmartStorage used a bail and switch monthly proce. I spent $2000n moving on Truck and labor. If SmartStorage wants me to leave ***, provide a 20' truck and labors or wait until I can afford.
Business Response
Date: 02/14/2025
Mr. ******* thank you for confirming that your complaint was not meant for ********* and that you had sent it to the wrong storage provider. If you would like to resubmit your complaint to the correct company, please reach out to BBB for that process. Have a good day!
Customer Answer
Date: 02/17/2025
This is for BBB, I requested the correct company. Please look at complaint and correct.
Business Response
Date: 02/20/2025
Hello *****, I will pass your message to the local team. You might have better luck arranging payments and reservation changes with the local property manager. When you call the local number **************, you can press option 2 to reach them. Thank you!
Customer Answer
Date: 02/20/2025
Complaint: 22937468

I have reviewed the business' response and am rejecting it because: I have reached out to them. Can you just verify that we are communicating and looking at the 26th of Feb to pay. I just went on social security and wait until I am poaid. Info *** verify

Sincerely,

***** ******
Business Response
Date: 02/20/2025
It does not appear that you are far enough behind to go to auction for non-payment. It is fine if you pay your bill next week (no cash payments), however, you're still subject to any of the charges that have been accrued as a result of the payment being late and the full amount due will need to be reflected in the payment. Thank You

Customer Answer
Date: 02/20/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Thanks for understanding. I am a retired person and I live-on social security

Sincerely,

***** ******
Customer Answer
Date: 02/26/2025
I am a senior, 63/yrs, I agreed to $193/mth and bait and switch false advertizing tatics. Now $370.56, and I see no brealdown of charges. Please provide a detailed breakdown, instead of forcing me to pay with disclosure.
Business Response
Date: 02/27/2025
*****, as you were able to edit a screen shot to show only the total, it would appear that you have received the itemized invoice, but I will attach it again for your review, along with the lease and the excerpt pertaining to billing highlighted. The first highlighted section explains the loss of discount charge, which will reset monthly upon the payment being received on-time. The second highlighted section explains the fee schedule for non-payment. The final and third section highlighted explains that we have the right to change terms upon providing advanced notice, as this is a month-to-month lease. You are always notified about rental increases in advance on your monthly invoice, should you choose to open it. I believe there is also a link in the collection emails when you receive those. I see that you did not pay yesterday as you had said you planned to, and I did tell you that you would be subject to additional charges incurred for non-payment. Had you paid on time per the lease agreement you signed, it would only be the charge of $218.96 for the rent and coverage. I hope this answers your question. Thank you
Customer Answer
Date: 02/28/2025
Complaint: 22937468

I have reviewed the business' response and am rejecting it because: The total of $370.56 does NOT come from Rent $237.99 plus value coverage of *****, were is the $193, 00, plus value coverage of *****. Plus, Loss of discount of ***** that was added on the fourth and the Prelien fee of $60 that was added on the 21st. Totaling to $370.56. On the first another ****** will be added to the due balance for another month of rent and value coverage.
$193.00 = $24.7 + $60 fee = $277.70 for past due, DO not include next month

Sincerely,

***** ******
Customer Answer
Date: 02/28/2025
See attached payment history
Customer Answer
Date: 02/28/2025
$193.00 = $24.7 + $60 fee = $277.70 for past due, DO not include next month
Customer Answer
Date: 02/28/2025
Payment History and I cannot pay the amount that is actually due, fields are hard coded to for payment
Business Response
Date: 02/28/2025
I will have a customer service representative reach out to help with your payment.
Customer Answer
Date: 02/28/2025
Complaint Filed with *********************************

Customer Answer
Date: 03/03/2025
Complaint: 22937468

I have reviewed the business' response and am rejecting it because: I was forced to pay my bill already, more than agreed, and dealing with the bait and switch tatic, StorageMart, ****, will be spoken to soon by ************************** Office regarding bait and switch tatic
Several complaints has been made about the same

I was forced to pay the Bait and Switch by you ****
Justice is coming

I have NOT eaten for 5 days, a week, and I have been doing this for several months
I need help from *********************************. I tried to reason but well....

Thank you for your payment of $370.56.
Payment Date 2/28/2025
Amount $370.56

Sincerely,

***** ******
Initial Complaint
Date:02/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am permanently disabled and don’t leave my house much so this has been a nightmare. I rented a storage unit in November 2024 and at that time asked that their $24.97 insurance be waived as I had my own homeowners that would cover any losses I incurred. The woman we spoke with said no problem and my invoice reflected that as shown. Dec 2024 I received a free month so there was no invoice. For Jan, 2025 I received an invoice and they added insurance for the month. I tried to pay just the storage fees online, but their system would not accept partial payment. So I called and left a message and waited hoping they would send a corrected invoice when they discovered their mistake, but instead of a call back I received a new invoice with a $20 late fee added! My health wouldn’t allow me to go in person at that time and since they weren’t returning my calls, I decided to just pay it online and deal with it before the next month’s bill was due. So, on Jan 31st I went in person to Storage Mart to get my Feb invoice corrected, but when I got there at 5:08pm, they were closed even though their hours state open until 6:00pm. So I went home & called them again and left a message explaining exactly what I’ve said here and asked that I receive a call back. This was on January 31st at 5:55pm. The NEXT time I heard from Storage Mart was via email on Feb 5th with a reminder to pay my bill along with another $20 late fee. So now I HAD to go up there to take care of it and the manager, ***, tells me that he closed early because he has TWO stores to operate and I should have called the number on the sign, which is COMPLETELY different than the main number. Come again? I was there on time to pay my bill, and when they weren’t there I called and left a message on their main line. I should NOT have been charged again for insurance AND a late fee. This is unethical business practice to post different phone numbers and ignore messages so you can overcharge customers
Business Response
Date: 02/18/2025
Hi ****, we would be happy to help. Please attach a copy of your CoI (certificate of insurance) or your declarations page (found at the beginning of your insurance packet) in accordance with your lease requirements and we will get the coverage removed from your account and help you with some of these additional charges. Please understand that no individual person is responsible for any of these charges being added to your account. These charges are automatically applied by the software. The coverage charge is automatically applied when we do not have a private policy on file that is in current date. The loss of discount charge applies on the 4th of every month if the bill is not yet paid. Once we receive a copy of your private insurance to put on file, it will prevent the coverage charges on your account until that policy expires. At that time, you will need to supply us with an updated coverage policy. While it can be frustrating, and we understand that, please also note that business hours and staffed hours are not always going to be the ***e. We have several facilities in ***** ******, and they do not all require constant supervision, or they may require assistance from one individual at two places at the ***e time. Considering your limitations, it may be a good idea to call ahead, schedule your visits, or call the call center at ext 1 on the automated phone line, and they can help you with this as well. While we may be engaging in business, the staff member who is prepared to assist you may not be present at that location at that exact time, and coordinate with the options above may be helpful. Thank you!
Customer Answer
Date: 02/19/2025
This was also emailed to Storage Mart’s email in front of the manager, ***, on February 5th while I was there and again a few days later when I received yet another request for this information.
Business Response
Date: 02/19/2025
Thank you for sending this. It will be sent directly to ***'s supervisor and you may be contacted in regard to the account charges.

Customer Answer
Date: 02/25/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution and will wait to hear from the supervisor. Also am attaching the latest piece of correspondence I just received from Storage Mart not only raising my rates (which was supposed to be $79 through April) but also has the insurance added yet again. This happens no matter how many times they receive my homeowners insurance declaration.

Sincerely,

**** ****
Initial Complaint
Date:02/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Manhattan mini storage employees during the day shift is breaking inside my unit on a regular basis vandalising my property under my lease terms.They are responsible for every damaged that they caused themselves. This includes up to 10 large items destroyed using box cutters and knives. I did nothing to these people. I gave them no rights to cause destruction of property and vandalism inside my unit, when I'm not there. The employees are giving separate key(s) access also to perpetrators Helping with these damages. I need this investigated.
Business Response
Date: 02/17/2025
Hello, Thank you for notifying us. The store managers and staff have not got a master key and have no means or reason to access your space. If you believe your items have been damaged, you can file a coverage claim and report the loss to the staff at the facility. They will hand you the necessary paperwork to get that done and assist you in documenting the loss. Thank you
Initial Complaint
Date:02/10/2025
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.
********, ************************* Location (**********************************)The only phone number or contact we have had is with this location and have not been able to find a number or contact for Canada head office or any other number that is not the ***** number.Been a customer for several years and we have the larger rental unit at about $550 per month. Unfortunately, although the space is clean, and the yard is gated and secure, procuring any maintenance has been difficult. After 3 months of waiting for the overhead door to be fixed we still do not have access to our unit which makes things hard to remove and store our items. We have several complaints but still waiting patiently. A novice overhead repair man was on location initially but the repair is not completed. We inquired about either a discount for not being able to use the space or other options such as a spare space to occupy, but they have refused both and asked us to just wait as they will "see if they can get around to it." (The rear man door is not easily accessible, and it is difficult to move our larger items and impossible to move some items, like a vehicle.)A resolution would be fixing the overhead door so we can use the space again, and discount services for not being able to use the facility. Normally would not write a complaint but it has been several months already since the original complaint and repairman came, without remedy.
Business Response
Date: 02/11/2025
Hello, it is my understanding that the leaseholder is your significant other and was resolving this issue and developing solutions with the regional manager while you submitted this complaint. Please let me know if that is not correct.
Customer Answer
Date: 02/12/2025
Thank you very much! Storage Mart received the information, and immediately reached out, and has provided a remedy; by providing another storage unit for now in lieu to use, cleared the ice from the area, and made arrangements for further repairs. We are satisfied with the arrangements and wish not to continue this dispute. We are happy with the solution provided.
Initial Complaint
Date:02/01/2025
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 a storege unite with manhattan mini storage located at ********************************************. Room # *** I was a way and they sold my unit on the auction for $ ************************************************ a refund check $ 2150 I did deposited in my account and after 5 days they did stop payment on the check . The Manger at that location was so rude and he told will never get my stuff or my money back .Since 2023 until today they refused even to talk to me . They just scam me by stealing my stuff and my money .
Business Response
Date: 02/04/2025
The auction in question did not reconcile as the buyer contested the auction winning. They never paid for the auctioned unit, and therefore, there were no excess proceeds to deliver. Unfortunately, we still have not received payment on this account at this time from the debtor or the buyer. All units are auctioned in accordance with state regulations in response to unpaid rent and several months delinquency. Thank you
Customer Answer
Date: 02/04/2025
Complaint: 22885839

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

They issued a refund check after I deposited the check they stop payment on the check for me and send it. They never do that unless the buyer paid for the storege unit and the management of the facility confirmed that the buyer paid for it
This prosses will never happen unlisess the buyer paid and the storege collected the payment . Also I have e mails from the management of the company confirmed it .
They just trying to cover it .
I will take this matter to the court.
Sincerely,

***** *****
Business Response
Date: 02/05/2025
It is true the payment was initially made and this triggered the excess proceeds check to be cut and sent. Unfortunately, the customer contested the charge with their bank (see attached) stating that the unit was full of garbage. It took some time for this to be received and then to be reconciled. If funds were received to excess, we would have been satisfied and happy to satisfy the delinquent customer as well. It does not appear we are likely to receive what we are contractually owed and indebted without litigation, and so with our ledger unsatisfied, we are unable to thusly satisfy the demands of this delinquent account-holder. Thank you
Customer Answer
Date: 02/06/2025
Complaint: 22885839

I have reviewed the business' response and am rejecting it because:
The business responsibilities to collect the fund from the customer who bought my storege unite and it doesn't have a garbage it had alot of merchandise over 500 shoes and hand bags it's worth over $ 20000 .
And the buyer took it I'm loosing all my stuff do to the business mishandling to collect the money or keep my belongings to resolve this issue . Now the business responsibilities to make it up for me .
Thank you

Sincerely,

***** *****
Customer Answer
Date: 02/06/2025
After I read the respond from the company I noticed few things
First I did review the acution policy where it says as is when you buy a storege unit through the acution it says As is what ever in that stoerge .
Than the buyer signed a bill of sale and it says as is when he or she picked up my belongings .
And it's stated it was a carbege In the room which is not true .
It's not my problem if the company can not resolve this matter which is clear to me that they have helped the buyer to do it by not fighting or Clearfield this matter with the buyer bank .
I had alot of hand bags In thier and it's brand names I have a pictures of my room before it was sold at the acution .
That's mean some one took it or they tried to hide what they are doing with this storeges .
The company is responsible for this and I need my money or my belongings .
If this matter is not resolved by 2/ 12/2025 I will go to the court and file a lawsuit against them .
Initial Complaint
Date:01/29/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 2, 2025, I vacated my storage unit (#***).. ********** was not open on 1-1-25 since it was a holiday. I went in and gave my written notice to vacate to *** and told him we were all cleared out. They require 2 weeks notice so I understand that I will owe for 1/2 month. He told me to notify when the unit was empty and our lock was off. I told him right then on1/2/25 around 1:30pm when I was in the office that it was already empty and our lock was off. He said fine, I would just owe for 1/2 ***********, on my Discover bill, there is a charge for $185.96 which is for a full month. I should just be charged for 1/2 of January ($92.98).I spoke to *** today at 10:28am *************). Today is 1/27/25. *** said we did not give him a notice to vacate and he did not know we were gone until he did a lock check and ours was emply. NO WAY!!!They have security cameras and they can pull the footage of me going into the office and vacating my unit...Then he backtracked and said that I had to be out within 7 days of giving notice. We were out on the day we gave notice (1/2/25). Then he said the computer cannot prorate so we have to pay for the whole month.Why would we give 2 weeks notice as required and then pay for a whole month? By the way, that storage unit was rented to a new customer on 1/25/25. So they are really double charging for that unit (our payment plus the new customers payment).I would like $92.98 (1/2 of the monthly payment I was charged) taken off of my Discover bill. If this is not possible, please send me a check for $92.98.
Customer Answer
Date: 01/30/2025
The address is Storage Mart #**** ***********************; ***********;
*******************; ************ The attachments show that I checked out on January 2, 2025.
Business Response
Date: 01/31/2025
It is my understanding that there was an issue with the refund that has been resolved, please reach back out if you do not see the funds in the next few business days. Thank you and apologies for the delay.

Customer Answer
Date: 01/31/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** ******
Initial Complaint
Date:01/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I call and made a reservation the unit was promised to be cleaned . After the ok was giving to move in the place was sealed BUT IT WAS FILTHY DIRTY and I got a video to show this . I called the property manager who refused to refund me all the money . He said administrative fee was not going to be refunded it . I do not believe is fair that I get charge for an administration that is not there ! Unit 436
Business Response
Date: 01/24/2025
In finding the account, I saw that all payments had been refunded in this case, though this is not our common policy. Please explain if this issue has not been resolved. Thank you
Initial Complaint
Date:01/17/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have continued to increase price without any indication as to why- the amount of storage units has not changed. I would like my price adjusted to what I was paying initially when I got the units.
Business Response
Date: 01/20/2025
*****, thanks for writing in. We understand a rental increase can be very frustrating. Many of our customers are a short term rental, and they get to enjoy sign on discounts and reduced starting rates, allowing us to provide quality storage at an affordable price. In order to maintain our ability to provide quality storage, we do eventually and occasionally have to increase those discounted rates to bring the rent up to market value, allowing us to remain competitive. We use these funds to pay for annual property upgrades, maintenance and repairs that may be needed to maintain that familiar quality. Upon review of your account, it seems that your concerns have been addressed already at the local level and the rental increase you received has been granted it's allowable reduction. Have a wonderful day!

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StorageMart is NOT a BBB Accredited Business.