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:01/16/2025

  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.

  They sold all my personal items without ********** explained my situation they refused to work with me on payments terrible customer service and I lost all my clothes n childrens items that are not replaceable My family was trying to help me with the payments but they refused to take partial payments

  Business Response

  Date: 01/17/2025

  Hello ****, Thanks for writing in. If you have not received any contact from us, it is because we do not have accurate contact information for you, which you are welcome to update with us at any time. We have on record our many contact attempts to reach you in regard to your delinquent account with us. We do offer payment plan settlement options, but as we have not been able to reach you, we have not been able to discuss them. The auction for the unit is January 30th, if you would like to engage in a way to prevent that auction you can pick from the options below, or you can remit full payment to restore your account. Thank you

  Make a payment for half of what is due today, the second payment in 14 days, and sign a couple of corresponding agreements if you wish to continue storing with us. 

  Make a percentage payment to the store agreed upon by both parties and vacate the unit within business hours in a timeframe the manager and you agree upon.

• Initial Complaint

  Date:12/17/2024

  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.

  Second **************** Complaint I am at a point with this company, I am regrettingeven coming here. I have been scammed, advertised at one price, then changed immediately when I moved my furniture there. This is as quoted from first complaint "taken advantage of by trusting, site unseen, won't happen again. Lets see if the monthly rate rises-changes quickly" Well the monthly has been rises right after the so called $193/mth is now $262.96/mth and rising ever month. First **************** Complaint Rented the ********************** unit sight unseen I rented the storage unit sight unseen, and when I arrived it appeared the storage unit was used as a mechanic shop, greasy and dirty floor, with a few mice holes. Tenant did seal the mouse holes with foam but we shall see. My mistake was trusting in cleanliness, very dirty. I also get taken advantage of by trusting, won't happen again. Lets see if the monthly rate rises-changes quickly

  Business Response

  Date: 12/18/2024

  *****, thank you for writing in. Though we had no reason to believe your unit was unclean when you rented it, we did take the chance to try and make things right. You could have transferred to a unit that you were satisfied with if one was available at the time, but as you continued to occupy this space, we did offer a one time only customer service gesture of waiving a month's rent and coverage for you, receipts attached. The rental increases are expected from time to time, as this allows us to stay competitive with current market rates after promotional periods have ended. As your customer service gesture was already used on your complaint last month, unfortunately we cannot offer it to you now for this complaint. Please don't hesitate to reach out if there is anything we are able to do to help you. Thank you 

   

   

  Customer Answer

  Date: 12/20/2024

  Complaint: 22700573
  
  I have reviewed the business' response and am rejecting it because: When I arrived, I rented this sight unseen and trusted you, I stated this to the tenant who was there. Quote "This place is filthy, and rats" Then I was simply asked if I wanted it or nor after loading a home of furniture,driving 12hrs, and find this. No time, paid help coming, money spent on a SCAM of only $193/mth w/one free month, they counted on this. I asked to clean the unit, that was not allowed and they did not. This is a bait and switch sale tactic. The attached PDF is a reflection of the about bait and switch. I want the $193/mth or less and will be moving again and ask for the money I spent on Penske Truck and paying moving help to relocate to a reputable storage facility.
  No matter whets happen, these people are untrusty and dishonest.A Mechanic had this Unit, and it was filthy, I asked for another, and it WAS NOT PROVIDED
  
  I will be moving one way or another when I get the $1000 dollars to rent a Penske Truck and labor help moving $700, to relocate. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/23/2024

  I am almost 63/yrs old, I paid to have *****, which costs to load/unload, and I was not offered another unit. I was asked, "Do you want it or not" I HAD NO CHOICE

  I asking BBB to keep this open until I move my stuff!!!

  And when I get the money to pay peoplk again, $800, an d rent a Penske Truck $750, to relocate/move, someplace else, I will. You have done this to a senior citizen that cannot move anything do to life's injuries

  So it will take me sometime, several months to save the money to move being on social security

   

   

• Initial Complaint

  Date:12/14/2024

  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.

  On September 30, 2024, I took the promotion price on their website which is the price that is still listed on their website today on Dec 13th. (See the attachment) for ~approx.$90.00 per month. In the lease contract (see the attachment), there is no information about the current price is based on discount and will change. There is no information about the price increase. When I moved in, the employee said there will lightly be an increase but they don't know by how much. I called in Oct 15th and Dec 1st to ask about the rising price and the employee said that it is generated by computer. I received the invoice today and the new price is $360.14 which is 400% increased. This is price gauging when you still promoting on your website with the same size space on the ground floor which is a better location than the third floor unit which is what I have currently (#****). (See the png file for the screenshot).I can see a 20% increase per year. But a 400% increase ? I never heard of any storage rental business allow to have price gauging in this level. Currently, the storage mart is still promoting for around $90 for 150 sq ft space. This is promoting for customer to move into the space and increase the price by 400% after 3 months. This kind of business plan should not be allowed. I request a fair value of increasing rent. I am willing to have a fair increase but not at 400% increase rate.

  Business Response

  Date: 12/17/2024

  Thanks for writing in. We actually have record that you have a different unit with us, and were told that the promotional price was for new customers, not existing customers. This is when you decided to open a new account. Your rent before the coverage charge is $342.99 effective January 1st, 2025, which is $37 lower than the current market rate for a unit that size and quality in your area. We haven't had a comparable unit available in a month, meaning that our supply is lower than the demand. It's great to hear that we were able to help you save between 775-1025 in the mean time. Best wishes

• Initial Complaint

  Date:12/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a storage unit in the ********************* location in ********. After four months, StorageMart suddenly increased price from approx. $50 a month to approx. $200 a month. This is after they also imposed the $25 hidden fee for lack of insurance that others here have complained about. So, I was originally quoted $50/month and am paying $250/month. When asked about why they increased the price by this amount, they said the original price was a promotion. This was never explained by their agent upon purchase, and the when contacted by phone the company was unapologetic about the fact that they regularly trap customers in this situation by failing to mention hidden fees or how your quoted rate is merely "promotional." They are simply dishonest - better to go with one of their competitors who do not rely on trickery to scam people out of their hard-earned money.I could currently have the same sized storage unit from U-Haul for a much lower price, since StorageMart misled me about the quoted price and their hidden fees. They trick you by hiding the true price of their services, and then once you've moved your goods in, they rely on the inconvenience of moving them out to force you to pay a much higher rate. ***** this company at all costs. I would have been happy to continue paying the original rate for some time if they were honest brokers, but now they will lose my business and my money for being so dishonest.

  Business Response

  Date: 12/17/2024

  Thanks so much for writing in. We understand it can be frustrating when promotional rates expire, however, prolonging them indefinitely would render us unable to stay competitive in the storage market. At your current rate, you are within dollars of a similar unit at similar facilities near you. We are happy to have been able to help you save roughly $450 up to this point in a quality storage facility. Coverage is often confusing, and I hope to be able to provide some clarity. The coverage charge is not a fee, but rather, a coverage plan for your space to help make sure that if your stored items were somehow damaged, you might be able to recover some of those losses. We provided that to you free of charge at the beginning of your rental, which why it was not part of your initial charges. Our coverage plan is offered in varied tiers so you can decide how much coverage suits your individual needs and has no deductible. Our coverage plan is NOT required, although you must have some form of coverage on your items at all times, and if you have a privately held insurance policy, you can opt out of our coverage using your privately held policy. Many personal insurance policies for home-owners and renters already include some off-site storage endorsements, but you can always call your insurance agent to find out if you're already covered. Best wishes 

  Customer Answer

  Date: 12/25/2024

  Complaint: 22686094
  
  I have reviewed the business' response and am rejecting it because:
  
  The business did not respond in any way to the substance of the complaint. StorageMart misled me regarding the price of their services, and are now gouging me for prices well above the market average with barely any notice. Anyone with an internet connection can see that $250 for a 10x10 unit in ******** is $100 more than what you can pay at U-Haul or any of their competitors, and given that StorageMart are scam artists, anyone reading this should go with one of their competitors.

  The response is insulting and appears to have been written by ChatGPT or similar AI, which is why it waffles on without responding to any of the concrete points in the complaint. The lack of customer care or willingness to actually respond to a customer is insulting, and a further reason that nobody should do business with this company.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:12/09/2024

  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.

  I have 3 units rented at storage mart 3301 in ******* AB. The most recent unit, I got for an introductory rate for the first few months until the price gouging begins. On the 4th of the month, they call and leave a voicemail very late in the day that there was a problem with their *************** and that my payment for storage didnt go through because they lost my credit card info. I couldnt answer the phone, as I was traveling for work through the mountains with spotty cell reception. Upon getting the voicemail, I immediately logged in to my account, and notice that the original 2 units were paid up to date, only the 3rd unit the newest one that didnt go through. Which is weird, because all 3 should be in one account, like the first two which were not rented at the same time, in fact several months apart, so I KNOW its not a problem to put them on the same account. Anyways, because they called me too late and I responded too late, I lost my introductory price. I cried fowl, and the losers at 3301 dont have the common courtesy to respond. This is illegal gaslighting that is NOT covered in the fine print. The credit card on file was fine for my other two units, and they couldve added this unit to those two and everything wouldve been fine. But they played a game to try and s**** me out of the introductory price and they lost, now theyre sulking and refusing to contact me. Their tactics I might add violate the Canadian Competition laws, not to mention provincial rental laws. Im sure it is illegal to have customers/tenants unknowingly sign away rights for legal protections. So to the BBB: DO YOUR JOB! Protect the citizenry from these charlatans. Dont just let them give a vapid response like well its in the agreement and let them off. How they have an A+ brings into question what the BBB is doing. Just look that the amount of complaints!! I am wondering if MP and MLAs should get involved with both of you!

  Business Response

  Date: 12/12/2024

  During our investigation into this issue, we found that this issue was resolved as far as we know on Tuesday, as additional charges for non-payment were refunded and the accounts combined. Please advise if there is still pending issue. 

  Customer Answer

  Date: 12/13/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Once they heard about the complaint they were very responsive in rectifying it and I am very happy with the resolution. Thank you! 
   
  Sincerely,
  
  ***** Barnsley

• Initial Complaint

  Date:12/09/2024

  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.

  A friend of ours had a friend who was looking for someone to rent a storage unit with we agreed to rent one with him. Our friends were moving out of town. The guy that rented the storage unit for both myself and our friends came to our storage unit and told my boyfriend that our friends had given him permission to cut the lock off to get the stuff he left in there unit. He is best friends with our friends so we didn't question it at all so I cut off the lock. 2 days later we and came to our locker to drop a few things and there was a eviction notice taped to our door stating that we has to be out on November 30th at 5pm. Our rent was paid up we didn't owe them any. My girlfriend and I had to go out of town for a funeral and wasn't back till November 30th 2023 at 3:30 PM we went to the storage unit and was told that we could not go in that we had to call them on Monday. On the eviction notice we were suppose to have till November 30th 2024 till 5pm and Lady at the storage unit refused to let us in. I phoned head office and they said that they would have someone contact me by the end of the day I didn't hear from anyone. I called them on Tuesday afternoon and was told I had till 5pm that day to get my stuff . I called the moving company right away for them to meet me at the storage unit when we got there the 2 ladies where very stand offish and told us if we were there one more min after 5pm they would call the police on us . We went in the storage the guys in the moving truck were in there truck waiting to let there office know that they were starting and I went to go talk to them and found one of the ladies from the office speaking with them and then the driver came in and told me that there wasn't enough time to move anything and that there office would be contacting me and they left. We lost everything that we had.

  Business Response

  Date: 12/12/2024

  It is our duty and obligation to protect our paying customers to the best of our ability and minimize risks where possible. It is a lease violation to sublet the unit. It is a lease violation to cut any lock for any reason on the property. This individual does not have a lease with us, and therefore is entitled to no information or resolution, as there is no lease.

• Initial Complaint

  Date:12/06/2024

  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 a general complaint. I've been with storagemart for over 3 years. Maybe 2. I have 3 units that I pay on. These prices are ridiculous! My total is like $850.00 a month for 3. That doesn't include my rent I pay at home. Every time I turn around they are raising the rent on these units. Constantly. I've tried contacting them and see if they would cut me a deal. ****. They are money hungry. Rip off. Hopefully I can get out of there soon and not have to use any units soon.

  Customer Answer

  Date: 12/06/2024

  Storagemart 

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

  Middle river MD 21220

  Phone number: ************

  Business Response

  Date: 12/09/2024

  *****, thank you for writing in. First, let me explain. The rent is increased by a system that adjusts for market value every 4-8 months. If the market value has not increased, the rent does not increase, but the inflation nationwide is felt by all. Most of our customers are short term, and will only experience one rental increase bringing their introductory and discounted rental rates to market value, if they experience any at all. When you rent multiple units at different times, those increases will be similarly staggered. While we cannot remove rental increases altogether, as this is what allows us to stay competitive in the rental markets, we also understand how renting multiple units and being subjected to these staggered increases could seem overwhelming. Your localized management has agreed to waive one of your rental increases as a one-time-only customer service gesture. - Best

• Initial Complaint

  Date:12/06/2024

  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.

  This storage Company is price forging in the city of *******. Unlawful attempting to de fraud customer. My bill is one month behind with in the process of 5 days. The bill went from 544 to 742 dollars for one month behind. I accuse this company of excessive fees and this company should not be allowed practice in the city of *******

  Business Response

  Date: 12/09/2024

  The preferred customer discount is given to all customers based on the assumption that they would pay their rent on time. When the rent is not paid by the 4th of each month, that discount removed and the actual rental price is reinstated for that month, marked as a "loss of discount". This discount is reinstated for the next billing month, so long as the rent is paid before the fourth day, though it is due the first day. This is outlined in the 3rd section of the lease (attached) on the first page. The lien fees are in accordance with occupancy laws in each state for unpaid rent and agreed to by this customer upon the signing of the lease, and that is outlined in the lease's section 4 from page 1 to 2. We sympathetically offered to waive 50% of these charges on Thursday December 5th, and this was declined. If the customer wanted to move out of the facility and stop renting with us, we will accept the full amounts for November and waive December, providing time for this vacate process. This was also declined. Attempts to resolve this issue have been rejected by the customer. 

• Initial Complaint

  Date:11/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a Storage unit at Manhattan Mini Storage.- My rate when I moved in Nov/23 was $376.99/mo. After a couple of months they added to my bill an insurance that I do not need (without my consent or informing me) of $24.97. I complained and they removed it after sending my existing insurance.- Right after that on Jan/24 they increased my monthly rate to $465.99 (in less than 6 months, an increase of 23%!). Without informing me.- Then on May/24 they added again the insurance ($24.97) that I do not need without my consent. When I questioned it 3 months later they replied that my policy had "expired". All without giving me notice. They should assume, as it is customary, that their customers insurance gets renewed every year and not the opposite.- Finally, they increased my monthly price to $545.99 in Nov/24 . An increase of another 17% in 6 months. With no notice or ************** a total increase of 45% of my my fee in a year! (and I'm not even counting the improperly charged insurance).

  Business Response

  Date: 11/19/2024

  Response to Your Concerns:
  1. Insurance Charges (Value Coverage - VC): 
  VC is automatically added to your account unless valid proof of external insurance is provided. Your initial proof of insurance expired on 5/20/2024, and we sent an email notification on 6/13/2024 advising that VC would be reinstated starting 7/1/2024.
  VC was charged from July through September 2024. When you provided updated insurance on 10/14/2024, VC was removed, and a credit of $24.97 (Octobers VC charge) was applied to your November bill, reducing it to $521.02. It was also free for the enrollment month as a courtesy. Coverage requirements can be found in line 6. of the lease you attached.
  2. Rent Increases:
  Your first rent increase, from $376.99 to $465.99, was communicated via email on 1/12/2024.
  Your second increase, to $545.99, was communicated on 10/14/2024, reflecting current demand and the market rate for your unit size (15x11x8).
  Market Rate: The current market value for a unit of this size in the same building is $1,208.00/month, significantly higher than your adjusted rate. We aim to provide quality storage while also remaining at least in part somewhat competitive within the given market.
  3. Recent Adjustments:
  Rate Adjustment: As of November 2024, your rate has been reduced back to $465.99 as a one time only customer service gesture, and a credit of $80 (difference in rent) has been applied to your December bill.
  Month-to-Month Agreement: As per your attached lease agreement, rent adjustments may occur throughout the year based on demand and market trends, with at least 15 days notice provided via email. 

  4. Rental receipt has been attached to exhibit that coverage was not added later to your account, but rather, provided to you for free. 

  
  Thank you
  

  
  

• Initial Complaint

  Date:11/12/2024

  Type:Order 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.

  April 30, 2022-August 31, 2024 Damage to property no compensation

  Business Response

  Date: 11/13/2024

  Hello ***, thanks for writing in. It seems our claims department offered you a courtesy payment for the damage to your belongings, though we are not liable for the damages. We cannot provide you compensation, even as a courtesy, if you do not consent to receive it. If you would like to respond to this complaint with consent, we can have the claims department submit that payment request as previously outlined.