Business Profile

Storage Units

StorageMart

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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

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

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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:07/16/2024
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 decided to rent a storage unit from storage mart on hub drive in independence. I got a 5x10 unit 1605 if was supposed to be 60 dollars a month, with one free month. I paid ***** on June 16th to start my service. Then I got a bill for ***** due 7/1. I called and ******* said that the extra 24 dollars is for insurance but if I wanted to bring in my home owners or renters insurance policy that he would take that off. Neither one would cover my storage unit. He told me I was prorated for ***** I looked online and saw that they had me started on the first of ***** So I just excepted that. The next day I got an email saying that they updated their system and I needed to change my information. I paid my bill on July 2nd through that email. When I clicked submit payment I got a red message pop up and say that there was an error with payrix and to not resubmit or customer would be charged twice. The payment of ***** posted to my account on July 3rd. But storage mart said it didn't. And that I needed to make a double payment to avoid late fees. I refused. On Monday I talked to the property manager and sent him all the information and documentation of my payment. They have continued to charge me late fees and it is now qt 114$ plus the 94 ive already paid and the 84 to start all for 1 month. I am now locked out. And cannot access my belongings. In the beginning before the July 1st payment the property manager pushed me into writing a good review and i did because at that point I was happy with the service. But it has been completely shady ever since and im incredibly worried that maybe they've been cyber hacked and my infor.ation is unsafe or also that my belongings are at risk. And I'm also worried about back lash for turning them in. When I downloaded the app and couldn't find their store I was told that I really shouldn't use the storage mart app to pay anyway. It just all seems very shady.
Business Response
Date: 07/19/2024
Hello ********,
We were planning to wait to respond as long as possible to allow a change for this to reconcile. The payment posted yesterday and IT had to go in and fix your account. Everything should be fixed now. The door dash card is not a traditional bank, it's re-routed funds although they call it a pre-pay card, and therefore (we believe) takes longer to reconcile. I would definitely recommend transferring your funds to a bank account for bill pay purposes to avoid things like this.
For the first-month-free discount, that is only available for units in high supply. You selected a unit that had low availability and the discount falls off in an automated system based on those occupancies. The coverage automatically defaults to the most popular plan for all online rentals, however, it is available in different tiered plans, allowing you to carry the level of coverage that suits your needs best. You can also opt out with your own homeowners or renters insurance as mentioned, only a certificate of insurance or declarations page is needed.
I hope this resolves your problem.
Initial Complaint
Date:07/14/2024
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.
Climate controlled units are not kept at appropriate temperatures throughout the day.As advertised, they are supposed to be kept at 85 degrees max **** round. Our unit is almost always above 90, and is liable to cause damage to items stored
Business Response
Date: 07/16/2024
Hello *****,
There was an issue with the air conditioning at this location for a very short time. The problem was identified and remedied approximately two weeks ago. Due to people leave bay doors open as they move in and out, some areas may experience more temperature variance. I hope you find the problem had already be resolved. Thank you!
Customer Answer
Date: 07/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:07/10/2024
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.
I rented a Unit from Storage-Mart in ******* ******* ******, for two months during a move, the location 5th ST. in ****************** was close to my home and seemed to work for us. During this period (March 2024 to Jun 2024) my unit was broken into, and a number of items were stolen. The Units lock mechanism was cut and my lock removed. The location of my unit in the ********** location had no security cameras. I purchased separate insurace with the rental agreement. We filed a police report, had an Storage _Mart internal management review, them an an adjustor from Storage-Mart in the US contacted me about the lost, this seemed to be over the top investigation into the receipts from the all the items, many of us do not keep our receipts for all our items in our house. So we found a value and it was given of the replacement cost of the items. the adjustor came aback with a much lower offer take it or leave it. I did not take the offer which was way too low and now feel I have been ripped off twice, along with the cost of the insurance. Users should check out the facilities before renting now a days there are cameras every where, except Storage -Mart.
Business Response
Date: 07/11/2024
We are so sorry to hear about your loss. We require insurance on all of units for cases such as these, because no one expects a loss. In cases where our guests do not want to purchase insurance for their rented space, we offer our value coverage (see yours attached) with tiered pricing options to fit your needs. We offer this value coverage free for the first rental month, and there is never a deductible. Just like most insurance policies, our coverage agreement offers compensation for losses of a similar quality, or an actual cash value. This means that you get reimbursed for the actual value of the items at the time of the loss rather than what they cost at a brand-new retail value. This coverage is intended to restore a customer's actual losses, rather than provide customer's a means of profit by replacing pre-owned items with brand new items, thereby preventing fraud. Replacement cost is a specific type of insurance that often requires specially written endorsements. While initial purchase receipts do make the claims process more efficient and accurate, when such a time has passed that none are available, such as in your case, they are not required although identifying the items without any form of documentation can feel more strenuous. You were provided an offer of reimbursement within these parameters of the contract, although accepting that reimbursement is entirely your choice.
StorageMart provides surveillance cameras throughout the facility at common choke points with the intention of discouraging criminal activities and identifying criminals committing crimes on our property. While we always hope that cameras will discourage these behaviors, they cannot truly prevent crime, only witness them. We always cooperate with local law enforcement and detectives when it comes to footage requests of crimes committed. We hope this answers your questions; thanks for reaching out.
Initial Complaint
Date:07/09/2024
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.
Booked a rental on the way back from ** with my son's belongings on June 30th and upon arrival on July 1st the unit was wet and under water. Spoke to the front desk and told them it was unacceptable he said he would take care it. Still no refund, blaming it on my discover card even though they didn't have a problem charging it to discover and said they would not refund a $29 admin fee. I am not paying an admin fee for a place underwater and trying to make a buck on someone renting a place site unseen. It was totally unacceptable and clearly has drainage issues. I was not about to move anything into this facility. No one ever said I would NOT be refunded the full amount. Please investigate their business practice which allow them to rip people off even if it's only $29.
Business Response
Date: 07/12/2024
After waiting for the IT department to review the error, it has been found that the card data for this customer's initial purchase was not retained and so we are unable to refund the payment to this card. This is a legitimate software error as we switch from one rental management software to another. A check request has been made on the customer's behalf and it has been queued and expedited in the accounts payable department. We apologize for any delay and hope to get this resolved as soon as possible. Thank you
Initial Complaint
Date:07/03/2024
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.
Regarding ********************************************************************************** In 2017, I moved several items that had been stored for many years in a much larger unit inside this same StorageMart facility, into unit. Since the first day of rental of unit I have paid for Protection Plan. The management several times times raised the rent without adequate notice required by law, and twice with no notice at all.Below is a chart showing the payments I made for unit:monthly chargeProtection Planmonths subtotal rent 296.9914.973890.97 246.9914.9792222.91 210.9914.974843.96 140.9914.97121691.88 123.9914.977867.93 123.999.976743.94 111.999.97141567.86 101.999.97111121.89 91.999.978735.92 TOTAL RENT UNIT ************ June 26, 2024, I entered unit in preparation to remove all items and discovered an infestation. Photo in ********. I also noted a felt fabric piece StorageMart had attached to unit sliding door evidenced of water stain which indicates that StorageMart has not maintained climate control. Photo in Addendum.June 27, 2024, an investigator spoke with StorageMart manager *******************************, who told the investigator that StorageMart Protection Plan provides complete reimbursement of all items damaged. STORAGEMART HAS COMMITTED FRAUD.I am willing to accept full compensation. However, knowing that the valuation of all items will be complex and in consideration that for all the years these items were in the larger storage unit inside the same building without damage, I am willing to accept an alternate resolution of a complete refund of all rental fees paid for unit in the total sum of $10,687.26.This refund may be issued by check or as a refund on the same credit card that has most recently been used to pay the unit rent.If such refund is issued within seven-day (7) days from receipt of this letter, I will remove the infested items within fourteen (14) days from the date of refund so that the unit will be free by August 1.
Business Response
Date: 07/08/2024
We are sorry to hear that you have found damage with your items. We have attached here a copy of your coverage agreement you mentioned, as well as a blank copy of the customer loss report for you to fill out and return to your local StorageMart so that your claim can then be processed. Please allow the property manager to the space to also take photos that better exhibit the damages to the belongings and the space. We understand that finding damage in your storage unit may be upsetting, and we would be happy to help you resolve that within the parameters of the coverage you have purchased for your storage unit.
Customer Answer
Date: 07/09/2024
Complaint: 21940473

I am rejecting this response because: StorageMart manager ******************************* has always stated that the Protection Plan covered 100% of loss. She told the investigator who contacted her June 27 that 100% of contents are compensated monetarily.
Another investigator contacted the manager July 5 and was told very specifically the coverage is "$7,500 in case of water, fire, and forced entry damage without deductible".
My complaint is that StorageMart committed fraud by claiming this unit 1701 which was in the same building as the much larger unit that I rented for several years, also had adequate climat control. For that reason, I am willing to accept simple refund of all rental paid for this smaller unit in the sum of $10,687.26

Sincerely,

*****************************"
Business Response
Date: 07/09/2024
******, this is a property damage claim and per the value coverage agreement, there is a process for filing claims. Your accusations of private investigators saying someone said anything is hearsay moreso than fraud, and while I hope that would not be the case, you have signed an agreement here and have had access to this agreement for reference. This is in no way a denial of your claims, rather, the claims process must be pursued. If you do not feel comfortable turning your claim into this specific location for some reason, you can turn it in to another StorageMart location, and they will be happy to assist you. Unfortunately, simple gossip is not enough to demand 10k be given to you without cause, however, we will gladly process your claim within the parameters of the value coverage agreement. We look forward to working with you,
Customer Answer
Date: 07/13/2024
Complaint: 21940473

I am rejecting this response because:

The unprofessional anonymous response from StorageMart indicates continued and ongoing lack of responsibility. They have received $11,600 from me fir unit 1701 and not provided what they agreed to.
They have shown an ongoing lack of responsibility, beginning with responding to my complaints to the corporate office of the manager and her husband smoking cigarettes, by having her switch to vaping tobacco as she walked through the storage building instead. Vaping tobacco indoors is not acceptable in businesses in *********** and is prohibited by law in many places. Yet they showed complete lack of responsibility by allowing the residents to spew tobacco vapor inside the facility.
StorageMart has committed fraud and I will seek refund of $10687.26 paid only for this unit.
Sincerely,

*****************************
Initial Complaint
Date:06/14/2024
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.
I rented a unit at this facility 2 months ago and they raised the rent already. Ridiculous
Business Response
Date: 06/17/2024
***, your rental took place in February, beginning in March, provided a promotional free month for ****** with a following payment for *** and June. The rental increase effective towards the rent for July would be your fifth month of rental, following the market standard. We strive to provide quality and affordable storage options while also maintaining a competitive posture within the market trends for rented space. Your lease (see section 14) and rental receipt are attached for your review. Thank you for reaching out, your comments have been passed to the appropriate parties.
Customer Answer
Date: 06/18/2024
Complaint: 21853103

I am rejecting this response because:

In February I reserved the rental unit for over a month in advance. Yes there was a free month of service so technically the raise.in rent happened less then 3 months before the increase.
I guess I should've read the contract more carefully and found out in bad faith your company can raise the rent whenever they see fit.

Sincerely,

***********************
Customer Answer
Date: 06/22/2024
This company that took over Manhattan mini storage are a bunch of scam artists relying on the vulnerability of its customers and will in the end get it's just rewards
Initial Complaint
Date:06/14/2024
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 have sent a letter of demand via email and certified mail to this business, but they have ignored it. Writing to the CEOs was also futile, hence this last resort before going to court.Trusting Manhattan Mini Storage with my belongings was a huge mistake. They appear helpful when things go well, but when issues arise, they disregard customers and act unethically.In 2020, during the pandemic, I moved my entire *** studio into a storage unit while stuck overseas. They picked up my items, packed by my friend V, and provided a detailed list of stored items. Everything seemed fine initially.In December 2021, while still overseas, they informed me of a location move, which I approved. They would be fully responsible for moving my stuff into the new facility.In June 2022, I received a bill with a sudden rent increase from $200 to $300 per month, with three weeks to pay. Unable to move my items from abroad, I asked the same friend to check the unit to see if I could downgrade, and she could take some stuff for me until I returned.During this whole time, one else had access to my unit except the facility. My friend V encountered an unfriendly employee named ****, and upon entering the unit, found it nearly empty. Eighty percent of my belongings, including my entire wardrobe and valuable personal items, were missing. Only junk and large furniture remained. Imagine just about everything you owned, gone!I filed a claim with Manhattan Mini Storage. They revealed that from 2020 until the move, my items were previously stored in an unsecured warehouse, not a secure unit. They offered a three-month rental reimbursement, totaling less than $1,000. This is insulting, considering I had paid nearly $7,000 in fees over three years and lost over $10,000 worth of my belongings, including irreplaceable sentimental items.I am not seeking to exploit them, but I want fair reimbursement for my lost belongings and the fees I paid for a secure service they failed to provide.
Customer Answer
Date: 06/17/2024
Hi there,

I just realized I messed up the dates, it was June 2023 that they sent the bill with the increase - not 2022 as stated in my upload, is it possible to edit this?

Best Wishes,

*********
Business Response
Date: 06/21/2024
This has been sent to the appropriate parties whom is unfortunately unavailable at this time. A response will be provided at the earliest possible convenience. Thank you for your patience.
Business Response
Date: 06/25/2024
This is written in response to the complaint filed in this action. Manhattan Mini Storage reserves the right to supplement or amend this response. Manhattan Mini Storage denies the complaint and denies any liability to the complainant.

                SM I MMS, LLC d/b/a Manhattan Mini Storage (SM I) acquired the storage facility in question on December 16, 2021. At the time of SM Is acquisition of the property, the complainant was a customer and had property stored under the prior owner full service plus program. According to our information and according to the admissions made by the customer in her complaint, the customer permitted a friend of hers to have access to her stored property, both before and after December 2021.

                On December 29, 2021, the customer was notified that SM I was discontinuing the full service plus plan and informed her that her property would be transferred to a different storage location and that we would request the customer sign a new rental agreement. All property that the customer had stored under the full service plus plan was then transferred. The customer then signed a new *************************** rental agreement. While a self-storage customer, the complaint retained full care, custody and control over her stored property.

                Again, SM I MMS, LLC dba Manhattan Mini Storage denies any liability to the complaint and denies the allegations of the complaint.

                Please contact us if there are questions or if further information is required.
Customer Answer
Date: 06/27/2024
I am rejecting this response and I'd like to request a thorough review of the response provided regarding my claim (Case Number: 1983-1023890-070323). Despite providing detailed evidence and documentation in my initial claim submission, I find that the response does not adequately address the critical issues I raised. It is incredibly frustrating to have to go through all of this again when this information has already been provided. I would like to reiterate several key points and address inaccuracies in the response provided by SM I MMS, LLC:
Access to Stored Property:
The assertion that I permitted a friend to have access to my stored property before and after December 2021 is misleading. My friend assisted with packing my belongings, but from the time they were picked up in June 2020 until June 2023, no one, including my friend, accessed, or even had access to the storage unit. I was overseas during this period and can provide documentation such as passport stamps, **** records and bank statements to confirm my absence from *****************. The staff were all aware of my absence throughout the numerous email exchanges between 2020 and 2023. MMS had exclusive access to my unit, evidenced by the fact that my friend needed to request the keys from the on-duty manager (****) in June 2023. Therefore, the statement that I retained full care, custody, and control over my stored property is inaccurate.
Notification and Transfer of Property:
On December 29, 2021, I was notified that MMS was discontinuing the full service plus plan and that my property would be transferred to a different storage location, requiring a new rental agreement. By the time my property was transferred, a substantial portion was already missing due to the initial unsecured storage (according to what your claims department told me). Despite this, I continued to pay for a largely empty unit for 18 months. The information provided by your claims department indicates that the loss occurred under MMSs ownership, yet my belongings were still moved to a new unit under Storage Marts care. This transition was mishandled, and the storage conditions were misrepresented.
Misleading Sales Information:
Upon discovering the theft, I filed a claim with MMS/Storage Mart, accompanied by detailed documentation and evidence. The claims process took six weeks, during which I had to follow up multiple times without receiving timely responses. ***** from the claims department informed me that my belongings were initially stored in an unsecured warehouse, contrary to my understanding. I had agreed to a secure unit based on representations made during the sales process. Had I known about the warehouse storage arrangement, I would not have agreed to the contract. I have email exchanges dated 26 April 2020 and 16 August 2020 between myself, ***************************** and *********************** that explicitly refer to the storage as a unit or locker, which further supports my claim of being misled.
Inconsistent Statements from Staff:
The manager at the ********* location, Vanel, initially suggested that the loss occurred during the move and and he did not work for the company back then, so he claimed no prior knowledge of the situation. However, further investigation revealed that ***** was involved with the company and aware of the move in 2020, as evidenced by forwarded emails dated 18 June 2020. This inconsistency further complicates the situation.
Discrepancy in Inventory and Uncooperative Behavior:
In 2020, ***********************, whom I was liaising with over email, provided me with a detailed list of all items collected. When my friend arrived in June 2023, most of the items and boxes from that list were missing. We asked the manager on duty (****) to accompany us to the unit to verify the missing items, but he refused and suggested we take pictures to show the manager on Monday. This refusal to assist us on-site exacerbated the situation and hindered our efforts to address the missing items promptly.
I have already gone over all of this information in detail when I sent the initial claim. I was hoping to have the unresolved situation escalated by filing a complaint with the Better Business Bureau (BBB), yet the response I received still did not address the substantial evidence I provided. This lack of adequate response and resolution has been deeply disappointing and frustrating.
The treatment I have received from your staff has been unsatisfactory, and this entire ordeal has been distressing. I urge you to conduct a thorough review of my claim and address the issues raised. I am seeking a fair resolution to this matter.
Thank you for your attention to this issue. I look forward to your prompt response.
Customer Answer
Date: 06/27/2024
Complaint: 21852230

I am rejecting this response because:
I am rejecting this response and I'd like to request a thorough review of the response provided regarding my claim (Case Number: 1983-1023890-070323). Despite providing detailed evidence and documentation in my initial claim submission, I find that the response does not adequately address the critical issues I raised. It is incredibly frustrating to have to go through all of this again when this information has already been provided. I would like to reiterate several key points and address inaccuracies in the response provided by SM I MMS, LLC:
Access to Stored Property:
The assertion that I permitted a friend to have access to my stored property before and after December 2021 is misleading. My friend assisted with packing my belongings, but from the time they were picked up in June 2020 until June 2023, no one, including my friend, accessed, or even had access to the storage unit. I was overseas during this period and can provide documentation such as passport stamps, **** records and bank statements to confirm my absence from *****************. The staff were all aware of my absence throughout the numerous email exchanges between 2020 and 2023. MMS had exclusive access to my unit, evidenced by the fact that my friend needed to request the keys from the on-duty manager (****) in June 2023. Therefore, the statement that I retained full care, custody, and control over my stored property is inaccurate.
Notification and Transfer of Property:
On December 29, 2021, I was notified that MMS was discontinuing the full service plus plan and that my property would be transferred to a different storage location, requiring a new rental agreement. By the time my property was transferred, a substantial portion was already missing due to the initial unsecured storage (according to what your claims department told me). Despite this, I continued to pay for a largely empty unit for 18 months. The information provided by your claims department indicates that the loss occurred under MMSs ownership, yet my belongings were still moved to a new unit under Storage Marts care. This transition was mishandled, and the storage conditions were misrepresented.
Misleading Sales Information:
Upon discovering the theft, I filed a claim with MMS/Storage Mart, accompanied by detailed documentation and evidence. The claims process took six weeks, during which I had to follow up multiple times without receiving timely responses. ***** from the claims department informed me that my belongings were initially stored in an unsecured warehouse, contrary to my understanding. I had agreed to a secure unit based on representations made during the sales process. Had I known about the warehouse storage arrangement, I would not have agreed to the contract. I have email exchanges dated 26 April 2020 and 16 August 2020 between myself, ***************************** and *********************** that explicitly refer to the storage as a unit or locker, which further supports my claim of being misled.
Inconsistent Statements from Staff:
The manager at the ********* location, Vanel, initially suggested that the loss occurred during the move and and he did not work for the company back then, so he claimed no prior knowledge of the situation. However, further investigation revealed that ***** was involved with the company and aware of the move in 2020, as evidenced by forwarded emails dated 18 June 2020. This inconsistency further complicates the situation.
Discrepancy in Inventory and Uncooperative Behavior:
In 2020, ***********************, whom I was liaising with over email, provided me with a detailed list of all items collected. When my friend arrived in June 2023, most of the items and boxes from that list were missing. We asked the manager on duty (****) to accompany us to the unit to verify the missing items, but he refused and suggested we take pictures to show the manager on Monday. This refusal to assist us on-site exacerbated the situation and hindered our efforts to address the missing items promptly.
I have already gone over all of this information in detail when I sent the initial claim. I was hoping to have the unresolved situation escalated by filing a complaint with the Better Business Bureau (BBB), yet the response I received still did not address the substantial evidence I provided. This lack of adequate response and resolution has been deeply disappointing and frustrating.
The treatment I have received from your staff has been unsatisfactory, and this entire ordeal has been distressing. I urge you to conduct a thorough review of my claim and address the issues raised. I am seeking a fair resolution to this matter.
Thank you for your attention to this issue. I look forward to your prompt response.
Sincerely,

***************************
Business Response
Date: 06/27/2024
This is written in response to the complaint filed in this action. Manhattan Mini Storage reserves the right to supplement or amend this response. Manhattan Mini Storage denies the complaint and denies any liability to the complainant.

                SM I MMS, LLC d/b/a Manhattan Mini Storage (SM I) acquired the storage facility in question on December 16, 2021. At the time of SM Is acquisition of the property, the complainant was a customer and had property stored under the prior owner full service plus program. According to our information and according to the admissions made by the customer in her complaint, the customer permitted a friend of hers to have access to her stored property, both before and after December 2021.

                On December 29, 2021, the customer was notified that SM I was discontinuing the full service plus plan and informed her that her property would be transferred to a different storage location and that we would request the customer sign a new rental agreement. All property that the customer had stored under the full service plus plan was then transferred. The customer then signed a new *************************** rental agreement. While a self-storage customer, the complaint retained full care, custody and control over her stored property.

                Again, SM I MMS, LLC dba Manhattan Mini Storage denies any liability to the complaint and denies the allegations of the complaint.

                Please contact us if there are questions or if further information is required.
Initial Complaint
Date:05/17/2024
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.
This is about my monthly rent. My current rent this month is $112.00, Starting June 1, 2024 my monthly payment is $130.00 for a 5 x5 unit. This is too much! Is this really the adjustable price for the month?
Business Response
Date: 05/21/2024
****,
There seems to be some confusion and we are happy for the chance to clarify. It seems you have already made contact with the local team in regard to your rate increase, and they had some plans to work with you. The main confusion stems from the total bill, where your rent is $106, your coverage is $24.97 and this comes to a total of $130.97. Coverage of some kind is required for all tenants at all times, however, you can opt out of using our coverage if you provide the location with the declarations page of your homeowner's or renter's insurance if you have that suitable coverage. Each year when the coverage expires, you will need to provide an updated declarations page. If you keep with our coverage, you can choose between different tiers of insurance if you prefer, and select the right amount of coverage for you. You were automatically enrolled in the most popular plan, but it can be raised or lowered according to your coverage needs. I do hope everything is resolved within your communications with the local team, but if they aren't, you can message us again and we will try to help. Thank you
Business Response
Date: 05/21/2024
****,
There seems to be some confusion and we are happy for the chance to clarify. It seems you have already made contact with the local team in regard to your rate increase, and they had some plans to work with you. The main confusion stems from the total bill, where your rent is $106, your coverage is $24.97 and this comes to a total of $130.97. Coverage of some kind is required for all tenants at all times, however, you can opt out of using our coverage if you provide the location with the declarations page of your homeowner's or renter's insurance if you have that suitable coverage. Each year when the coverage expires, you will need to provide an updated declarations page. If you keep with our coverage, you can choose between different tiers of insurance if you prefer, and select the right amount of coverage for you. You were automatically enrolled in the most popular plan, but it can be raised or lowered according to your coverage needs. I do hope everything is resolved within your communications with the local team, but if they aren't, you can message us again and we will try to help. Thank you
Initial Complaint
Date:05/15/2024
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.
To Manhattan Mini Storage ******************************** Dear Concerned at MMS,I left messages with MMS to return my calls via their Phones ************ and ************. But to this writing, I did not get responses. I wanted to discuss the ff items with MMS:(Item 1) Acct # ****** Billing Date: 05/10/25. Invoice No. 1984-08340535 for Total of $491.80.I request this to be reduced to $224 ($112 Rent for 04/01/2024 + $112 Rent for 05/01/2024).(Item 2) Acct # ****** Billing Date: 05/10/25. Invoice No. 1984-08339843 for Total of $760.40.I request this to be reduced to $382 ($191 Rent for 04/01/2024 + $191 Rent for 05/01/2024). I request that these amounts to be without the other fees/payables.So, Item 1 + Item 2 = $606. I am ready to pay the $606 as soon as MMS grants my request.I will pay $112 for Unit 408-0-10-52 and $191 for Unit 408-0-4-10 for 06/01/2024 in due time.Reasons for this request:1. I have been paying for these monthly ************** IN FULL for about five years now.2. I am an 86-year old guy with many health issues.(2a) I had a Brain Meningioma surgery in May 2023. (2b) Total Knee Replacement in 2005.(2c) a Lumbar Laminectomy with ************************ in 2009. (2d) I suffer until now from Stage 3b CKD diagnosed in ******. I have other health issues/surgeries/procedures such as for BPH, OAB, and for other urine problems/issues.4. These surgeries and disabilities have prevented me from visiting my belongings in the two rented units for about 3 to 4 years now. I cannot afford to pay for a helper or assistant.5. For the above health issues, I am using a ROLLATOR and/or a CANE 100% of the time each time I walk, even at home. I have balance and walking disabilities.Documentations for these above health issues/procedures are available if requested.I anticipate MMS approval for my request. Thank you.*******************
Business Response
Date: 05/20/2024
****,
Your request has been passed this on the appropriate parties of the local team. At the local level, they will be willing to work something out in regard to some of these fees you reference in Item 1, as a one time courtesy in light of your current health problems so that you would be able to catch up. The due date referenced in item 2 cannot be changed or adjusted for anyone, for any reason. Unfortunately, company wide every single customer is due on the first of each month, with the loss of discount occurring on the fourth of each month. There is nothing in our software that would allow this adjustment even if we were so inclined. Please be sure answer calls or check messages from the local team in regard to your request.
Thank you

Customer Answer
Date: 05/23/2024
Complaint: 21717116

I wish to be clarifiled on this response because:
Dear *** representative,

Thank you for the *** response to my complaint/request submitted via BBB on May 15, 2024.
From your response, I understand that *** has agreed to the ff:

A. I will pay $224 for *** invoice #****-08340536.
B. I will pay $382 for *** invoice #****-08339843.
A + B = $606 to be paid by May 31, 2024.
C. I will pay $112 for Unit 408-0-10-51 and $191 for Unit 408-0-4-10
for a total of $303 on June 01, 2024.

Citing again my balance and physical disabilities and the resultant inconveniences at age 86, I hope to be paying $303 for the two units from hereon.

Thank you for your consideration of my complaint/request which cites my physical balance and disabilities at age 86.

Sincerely,
*******************
Business Response
Date: 05/23/2024
****,
Our local teams are trying to reach you in regards, and the requests you made above are not confirmed. The local team would like to have a conversation with you. Your requests and messages have been forwarded to those trying to contact you in regard to your rate.
Thank you

Customer Answer
Date: 05/24/2024
Complaint: 21717116

I am rejecting this response because:
Dear MMS Representative (Corporate Head Office),
My request/complaint is clear and specific in terms of items and dollars payable by me. Please state that MMS accept my solution as contained in my request/complaint.
Thank you.

Sincerely,
*******************
Customer Answer
Date: 05/26/2024

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

Dear sirs:
RE: *** EMAIL RE AUCTION RISK

The attached screenshot of the email from *** with address at **************************************************************** was received by me on Saturday, May 25, 2024.

The author/sende of this no-reply *** email does not seem to have read the communication chain between me and StorageMart as contained in BBB site, specially the message from **********************.

I wonder why no one at the *** on 43rd St has called my number. My phone no. is in the BBB site.

Thank you.
*******************.
Initial Complaint
Date:05/07/2024
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.
1) For the month of May, 2024. I have been charged a late fee (6 days late) of more than 23% of the base cost of my monthly storage fee. My payments are up to date. This is only for a single month. Q. Is this legal? Q. Is there a limit to how much and how soon a business can charge an exorbitant late fee in ***? 2) In terms of billing, I do not wish to be billed via email. I wish to receive a bill in the mail. The company refuses to do so. Do I not have this right?
Business Response
Date: 05/08/2024
******,
Your remarks were forwarded to the appropriate parties and who responded that only 3 months ago we lowered your monthly rent upon your request. Similarly, if you had reached out, the loss of discount on your account could have been waived as a one time only customer service gesture. This was double checked with the local management, and they would be willing to credit that amount forward if you wish, as a one-time only customer service gesture.
The discount in reference is called the "preferred customer discount" awarded to every customer on the good faith assumption that the customer would pay on time. Upon the payment coming late, that discount is lost for that month and the rent returns to full price. That discount is automatically applied to the account each month until such a time as the payment is received more than three days from the due date, when it would be lost once more. This is not actually a fee, but rather, a discount no longer applicable, returning the space to full price. In your case this is a discounted rate of 13.7%
Email is an accepted form of verifiable posted communication and unfortunately we no longer offer regular invoicing services via ***** If you would prefer a hard copy of your invoices, you can print them out online from your tenant portal, or you can request one in person at the facility and our staff would be happy to print one for you.
Thank you for reaching out

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