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:05/07/2024

  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 06 26/24 A **** HAD BROKE OUT AT THE *********************************************. THE PEOPLE THAT HAD STORAGE UNITS AFFECTED BY THE **** INCLUDING MY UNIT. STORAGEMART MOVE THE TENATS TO A ANOTER UNIT ON THE SAME PROPERTY. AND ALSO TOLD ME THAT ALL GATE CODES HAD BEEN SUSPENDED. AFTER TALKING WITH RENTERS AT STORAGEMART THAT HAD BEEN RELOCATED IN THE SAME STORAGE PLACE. DUE TO THE ****, AND THEIR GATE CODES TO GET IN WORKED FINE, I DID NOT GET RELOCATED, I HAD TO MOVE TO ANOTHER STORAGE PLACE PAYING OUT OF MY OWN POCKET! WHENNI ASKED THE MANAGER **** WHY I HAD TO MOVE AND PAY MYSELF SHE HAD NO ANSWER. I HAVE BEEN AT THE SAME STORAGE PLACE BEFORE STORAGEMART BOUGHT THE STORAGE UNITS FROM *********** STORAGE FOR 16 YEARS AND SENSE STORAGE MART TOOK OWNERSHIP 6 YEARS AGO, I HAVE BEEN THERE THE WHOLE TIME.I THINK STORAGEMART SHOULD PAY ME FOR MY TIME TO MOVE TO A DIFFERENT STORAGE PLACE BY THE WAY THERE IS PLENTY OF UNITS AVAILBLE AT STORAGEMART AT THE *********** ADDRESS.I DO ALOT TO HELP PEOPLE AT THE STORAGEMART *****************. OMAHA NEB.AND THEY DO NOT APPRECIATE HOW MANY TIMES I HAVE HELPED PEOPLE. WHAT I WANT IS MY NEW STORAGE UNIT I PAID FOR A REIMBURSEMENT AND ONE FREE MONTH.ALSO I HAD FILED A INSURANCE CLAIM WITH THE COMPANY, IHAVE NO WAY OF CHECKING UP ON MY CLAIM.THIS SHOULD NOT TAKE THIS LONG TO GET PAID FOR DAMAGES DUE TO SOMEBODIES CAUSE OF THE ****.STORAGEMARTS INSURANCE COMPANY IS ALREADY TEARING DOWN THE ***** REMAINS , FUNNY HOW FAST THAT CLAIM WENT THROUGH.

  Business Response

  Date: 05/16/2024

  There were no units available for ****************** of the same size and rate at this location, which is the reason for the relocation. His unit was considered a total loss in the fire, and his need to maintain the same amount of storage for comparable rates are the reason for the move to a sister-location. His claim was settled (see attached) and maximized per his selected coverage plan. The expedient clean-up is necessary for everyone's well being. Cleaning up after a fire-loss has to be done quickly regardless of insurance, as that claim will not be settled for a year or more, which is typical, and it is a safety hazard to leave there. There is no reason for ****************** to believe that our building claim is settled as the loss itself is still being itemized and reported. His unit was considered a total loss in the fire, therefore his need to maintain similar storage is not considered related to the fire loss in any way, as those items were to have been destroyed per his claim for more than 13k. It is specified in his lease (attached) that he would not store anything of more than 5k in value unless he purchased the corresponding value of coverage. As ****************** was notified, the payment for his claim is processing in the A/P department, and he will be notified when it ships. There is nothing further to notify him of in the interim. We have done what we can to quickly accommodate ******************' reasonable requests within the parameters of our contract.

  Customer Answer

  Date: 05/17/2024

  The address of Storagemart is ***********************************. I would like to add that storage Mart has released me from my lease agreement and I have till the 31 of May to move out. Also the insurance company 

  Has not paid me nothing. The damages came to 

  $14,000.00 dollars not 300 hundred.  They also will only

  Pay me 1500 dollars  go figure. And the have released me from my rental lease. So I can not rent there any more.  They did this so they don't have to pay me all of my claim.  The person that is responsible for the fire

  And caused all the damage said he had state Farm INS

  But STORAGEMART will not give me his information 

  They said because it's is personal information. Well not if he started the fire they should give me the information 

  How am I supposed to get my things paid for if I can not have his information.  The REGIONAL manager has some

  Problem with me. And will not do her job by submitting the information. I have rented from the location

  For 16 years before storage Mart purchased the rental units  and property.  I never had any problems with the previous owners. **********************************. They never raised the rent every 6 months like storagemart does. 

  They say it's for maintenance. That's a bunch of c*** they do not fix anything I mean nothing. 

  What a terrible company.

  Customer Answer

  Date: 05/18/2024

  Complaint: 21670795
  
  I am rejecting this response because this is very simple

  To figure out.  Storagemarts Regional manager responded by saying , there was no rental units available 

  Let me help out the people that have a very hard time

  Of telling me or anyone what the reason is why  I was the only person that was asked to move to what this person 

  Calls a SISTER UNIT. NOT SURE WHY IT IS A SISTER UNIT. 

  BUT IF MATHMATICS IS A WEAK POINT FOR THIS REGIONAL MANAGER I WILL SOLVE THIS SIMPLE PROBLEM FOR YOU.  YES MY STORAGE UNIT WAS A LOSS , BEING THAT I HAD A STORAGE UNIT

  10X12X30. 10 FEET WIDE. 12 FEET TALL 30 FEET LONG

  YES IT WAS FULLY BEING USED .

  BUT WHEN ****, WATER AND SMOKE. DAMAGED ALMOST EVERYTHING  IT ALL GOT PUT IN THE ***** CONTAINERS THAT HAPPENED TO BE PROVIDED.

  HERE IS THE SIMPLE MATH PART  A BUILDING 10X12X30 GETS MOST OF THE ***** DESTROYED

  DUE TO A AUTOMOBILE ****.  WERE THROWN AWAY

  SO THE *****  SAVED ONLY TAKED UP STORAGE SPACE OF 50 SQ FT.

  I CHECKED TO SEE IF STORAGEMART IN *****

  ON CROWN POINT ST HAD SMALL MEDIUM AND LARGE STORAGE UNITS AVAILABLE. THEY SURE DID THERE WAS PLENTY OF SPACES AVAILABLE.....BEING THAT I WOULD NOT BE NEEDING THE SIZE OF  STORAGE UNIT

  BECAUSE I HAVE GOT NOTHING TO FILE A 10X12X30

  NO MORE!!  BUT I WAS NEVER ASKED IF A SMALLER STORAGE UNIT WOULD WORK FOR ME . NO THEY JUST TOOK MY NAME OUT OF THE SYSTEM  AT STORAGEMART ON ***********. AND IT WAS NOT THE END OF THE ****** .I HAVE NEVER MISSED A PAYMENT. 

  THE NEXT PART OF THE RESPONSE LETTER FROM STORAGEMART  READS HIS CLAIM WAS SETTLED

  NO IT IS NOT EVEN CLOSE TO BEING SETTLED!

  I HAVE NOT GOT PAID HAVE NOT SIGNED ANY DOCUMENTS STATING THAT I HAVE GOT A CLAIMS CHECK!!   SO NO (HIS) THAT WOULD BE ***********************

  CLAIM IS NOT SETTLED. ALSO STORAGEMART WILL NOT GIVE ME ANY INFORMATION ABOUT WHO TO CONTACT FROM THE PERSONS CAR THAT DID THE DAMAGE. I HAVE ASKED SEVERAL TIMES. I WAS TOLD BY THE REGIONAL MANAGER I WOULD HAVE TO CHECK WITH THE **** DEPARTMENT. REALLY !

  ALSO I WAS TOLD OR YOU WILL HAVE TO FOLLOW UP WITH THE POLICE DEPARTMENT. 

  THAT IS THE WRONG ANSWER. IT IS STORAGEMARTS

  RESPONSIBILITY TO GET IN TOUCH WITH THE RENTERS

  THAT SUFFERED DAMAGES. ITS NOT UP TO THE RENTERS TO GO FIND OUT THIS INFORMATION

  ALSO  THE REGIONAL MANAGER WRITES  THERE IS NO REASON FOR ***************** TO BELIEVE THAT OUR INS CLAIM HAS BEEN SETTLED .  WELL I NEVER EVER SAID IT WAS SETTLED. THE STRUCTURE PART OF THE CLAIM IS A WHOLE DIFFERENT CLAIM. THIS IS VERY OBVIOUS.

  AND ALL THINGS ARE STILL BEING ITEMIZED AND REPORTED. NOTHING GOT ITEMIZED OR IS IT STILL BE DONE . I TALKED TO THE STRUCTURE CLAIMS PERSON WHO CAME OUT TO SURVEYBTHE DAMAGE FROM STATE FARM.

  ALSO THIS REGIONAL MANAGER WRITES,  HOS UNIT WAS CONSIDERED A  TOTAL LOSS. WELL THEY NEVER CONVEYED ANY COMUNICATION WITH ME ABOUT MY UNIT. INSTEAD I GOT RELEASED FROM BOTH  MY STORAGE UNITS FOR THE REASON OF?????

  OF???????.   THEY ALSO CLAIMED THAT THEY HAVE DONE EVEYTHING  QUICKLY VTO ACCOMONDATE ME 

  THEY SURE DID INSTEAD OF CUSTOMER SERVICE

  TO HELP ***** IN THIS TERRIBLE SITUATION.

  THEY  IN SIMPLE TERMS KICKED ME TO THE ****

  YES KICKED ME TO THE **** AND SAID I CAN NOT RENT OR LEASE FROM STORAGEMART AGAIN..IF THATS CUSTOMER SERVICE THEN THAT IS THE WORST KIND I HAVE SEEN..... SO YOU WANT TO RESOLVE THIS ISSUE. PLEASE COMPENSATE ME FOR MY ALL THE COST NOW YOU HAVE PUT ON ME TO MOVE FROM ONE UNIT TO ANOTHER AND THEN , LETS NOT DEAL WITH HIM NO MORE AND RELEASE HIM TOTALY. 

  VERY UNPROFESSIONAL ON THE PART OF STORAGEMART.I WANT MY TIME PAID FOR 3 DAYS OF IT.MY GAS MILAGE ****** DOLLARS AND THE COST OF THE STORAGE PLACE I HAD TO MOVE ALL MY THINGS

  LEFT FROM THE **** TO THAT MEANS THE FEES

  450.00 DOLLARS. PLUS A PROCESSING FEE OF 59.00

  DOLLARS AND A NEW LOCK ***** DOLLARS

  THSNK YOU E *******

   

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

  Business Response

  Date: 05/22/2024

  ****************** is liable to provide coverage for his own personal property, as per the lease previously attached. This has been explained, as too has our legal obligation not to disclose or share any customer's personal information, due to not only information privacy laws, business practices, but also as an accessory to any actions taken for the sake of retribution. Another customer's information will not be shared with any other customer for any reason. ****************** was directed to the fire and police departments in regards to his information requests if he believes he is entitled to it, and they also denied him access to this other person's personal information. Previously attached was the notification of the claim being settled as was the coverage agreement showing that his coverage was granted to the maximum limit of the policy. The payment is being processed, as he has previously acknowledge and agreed to. It will come with forms to sign from the location where he specifically preferred it be delivered, as he was given a choice at which location to have it sent to. We reserve the right, as per the lease, of non-renewal of this month to month lease, and following some excessive verbal abuse we have decided not to renew the lease with ******************. Thank you.

  Customer Answer

  Date: 05/23/2024

  Complaint: 21670795
  
  I am rejecting this response because: ***************** DID HAVE THE WORST INSURANCE POLICY THAT

  ANY COMPANY COULD BE PROUD OF OFFERING.  IT WAS THROUGH STORAGEMART, WHAT AJOKE.

  AND ***************** DID CALL THE **** DEPARTMENT AND THE POLICE DEPARTMENT, AND HE CALLED HIS BROTHER ***** WHO IS A DEPUTY SHERIFF OF DOUGLAS ************* ALL THREE  FIRST RESPONDERS

  REPLIED TO ***************** THAT THEY DO NOT HAVE THAT INFORMATION, WHY WOULD WE HAVE THE INFORMATION WE ARE NOT STORAGEMART OR THE INSURANCE COMPANY RESPONSIBLE FOR PAYING FOR THE DAMAGES,    SO THE REGIONAL MANAGER WHO IS INCOMPETENT OF DOING HIS/HER JOB

  NEEDS TO UNDERSTAND THAT WHEN A PERSON OR PERSONS CAUSE DAMAGE BY NO FAULT OF THEIR

  OWN DO TO ACCIDENTAL HAPPENINGS, THAT THAT PERSONS INSURANCE WHICH IS STATE FARM INSURANCE CO.  IS LIABLE FOR DAMAGES  CAUSED TO OTHERS,  SO MJ THE REGIONAL MANAGER

  HAS NO IDEA WHAT THEY ARE TALKING ABOUT,  IT IS NOT A PRIVACY LAW WHEN THE SAID PERSON THAT IS RESPONSIBLE FOR THE DAMAGES TO  OTHER RENTERS PROPERTY.  AND NOT ONE PERSON FROM STORAGEMART HAS EXPLAINED TO ME OR ANYBODY ELSE ON HOW THE ***** IS WRITED.

  ALSO THE DEFINITION FOR RETRIBUTION IS. { NOUN- punishment inflicted on someone as vengeance for a wrong or criminal act!  ex- "employees asked not to be named, saying they feared RETRIBUTION. SO MJ NEEDS TO DO SOME HOME WORK,   SO AGIAN I WAS  DENIED BY THE FIRST RESPONDERS, THEY PUT IT VERY CLEAR TO ME THAT STORAGEMART IS RESPONSIBLE FOR THE PERSONS OR PERSON THAT WAS CAUSE OF THE DAMAGES, THE FIRST RESPONDERS DO NOT HAVE THE INFORMATION.

  ALSO THE ONLY  NOTIFICATION OF THE CLAIM WAS FROM STORAGEMARTS INSURANCE COMPANY.

  NOT FROM THE PERSON THAT IS RESPONSIBLE.  ALSO I HAVE NEVER SEEN A INSURANCE COMPANY TAKE 5 TO 6 WEEKS TO PROCESS A CLAIM ,  I WAS TOLD IT COULD TAKE 5 OR 6 WEEKS TO GET YOUR CLAIM CHECK LMAO. I GOT HAIL DAMAGE FROM THE ***** THIS WEEK I CALLED MY INSURANCE COMPANY THEY ASSIGNED A CLAIM  ADJUSTER I TOOK MY TRUCK IN THEY PROCESSED MY CLAIM AND PAID ME FOR DAMAGES TO MY TRUCK IN TWO DAYS. THAT IS A  RESPECTFUL COMPANY.

  STORAGEMART  INSURANCE COMPANY ARE HOLDING BACK MY CLAIM CHECK.  THE MANAGER 

  AT THE ***** POINT STORAGEMART  WHERE THE **** HAPPENED TOLD ME THAT IT CAN TAKE UP TO A WEEK  TO GET A CHECK . BECAUSE HE HAS HAD THE INSURANCE COMPANY SEND HIM A CHECK OR TWO FOR  A PERSON OR PERSONS CLAIM PAYMENT.

  THE OTHER THING THAT I AM JUST NOT HAPPY ABOUT IS THE RE***** OF MY LEAN. WHAT A THREE RING CIRCUS.  I ASKED MJ SEVERAL TIMES AND THE MANAGER AT *********** STORAGE WHAT IS THE REASON FOR RELEASING MY *****, THEY SAID {NOTHING NOT ONE WORD BECAUSE THERE IS NO

   REASON FOR RELEASING THE LEAN MJ STATES IT IS DUE TO EXCESSIVE VERBAL ABUSE I ADMIT TO 

  SAYING SOMETHING AND ONLY ONE THING AFTER THE NON RENEWAL OF MY ***** SO AGAIN 

  MJIS WRONG.  THAT IS HOW SHE CONDUCTS HER RESPONSIBILITIES AS REGIONAL MANAGER

  THE FACT OF THE MATTER IS THIS. I DO NOT THINK ANY PERSON OR PERSONS HAVE CALLED HER OUT 

  SHE IS VERY ASSERTIVE TOWARDS PEOPLE. BUT ***************** IS NOT GOING TO BE PUNISHED BY HER ACTIONS .  THE TURN AROUND RATE FOR REGIONAL MANAGERS AT STORAGEMART IS 8 MONTHS TO A YEAR. I HAVE BEEN A RENTER FOR A LONG TIME AND I HAVE SEEN MJ BEING THE 5th REGIONAL MANAGER to try to hold that position.  STORAGEMART IS WRONG FOR NOT BEING A PROFESSIONAL 

  COMPANY, FOR RELEASING ME FROM MY *****, AND NOT FURNISHING THE PERSONS INFORMATION THAT IS RESPONSIBLE FOR THE **** HOW SHOULD THE RENTERS GET THE INFORMATION UNLESS STORAGEMART PROVIDES IT.  RATING 1-10 10 BEING THE BEST I SCORE  THIS COMPANY A - ZERO.

   

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

  Customer Answer

  Date: 05/24/2024

  IN THE **** WE HAVE AHEAD OF US WE OFTENTIMES 

  FIND OURSELVES THINKING ABOUT THINGS FROM OUR

  DAY , WEEK MONTH WHAT EVER IS THAT A PERSON,

  OR CHILDREN DO....  WE ALL LOVE THE **** OF BEAUTIFUL WEATHER  SUNNY ****. 

  YESTERDAY IS GONE!!   TOMM0R0W IS NEVER HEAR!!!

  WHEN WE GO TO SLEEP AT NIGHT THINKING ABOUT THE RESPONSIBILITIES AHEAD OF US TOMM0R0W.

  TOMM0R0W IS NEVER HEAR,   WHEN WE WAKE UP ITS ALWAYS TODAY... TODAY IS ALWAYS PRESENT. YESTERDAY IS GONE....  TOMORROW IS NEVER HEAR...

  ITS ALWAYS TODAY..I WANT TO SAY THANKS TO THE 

  THE BBB. AND SAY HELLO TO ***********************. IF HE IS STILL PRESIDENT OF THE BBB. 

   

  I WILL END ON THIS COMMENT. 

  STORAGEMART AND MJ WILL ALWAYS BE THE **** OF PEOPLE OR COMPANY TO ONE UP A SITUATION....

  THEY DID NO HARM TO ME,  BY RELEASING ME FROM MY LEASE.,...   MJ  YOU KEEP PUSHING YOUR FORCEFUL BEING.  AND ME I WILL JUST SIT BACK

  AND LAUGH AT  YOU.,.,....  

  LIKE I DAID BEFORE REGIONAL MANAGERS  LAST ABOUT 8 MONTHS TO A YEAR.  

  I THINK YOU WILL BE #7 OR 8 .  ,. I DON'T CAR

  KEEP ON RENTING...WHAT A LIFE..

   

   

  Customer Answer

  Date: 06/17/2024

  JUNE 7 2024, I CAN NOT BELIEVE THAT THE PEOPLE AND I HAVE TALKED TO ALOT OF PEOPLE THAT WORK AT THE STORAGEMART FROM THE CLAIMS DEPARTMENT, TO THE DISTRICT MANAGER, TO THE REGIONAL MANAGER, TO SEVERAL FACILITY LIVE ON SITE MANAGERS. AND THEY ALL FIND A WAY TO AVOID BEING HONEST. I WILL ATTACH DOCUMENTS SO READERS CAN UNDERSTAND THAT THIS COMPANY HAS A BAD REPUTATION, THE REGIONAL MANAGER IS VERY FALLACIOUS, I REALLY THINK THIS IS NORMAL. TREATING CUSTOMERS WITH SUCH MISLEADING INFORMATION SHOULD BE GROUNDS OF TERMINATION. I HAD RECEIVED A INSURANCE CLAIM CHECK FROM SAID COMPANY FOR A **** THAT HAD STARTED IN A STORAGE UNIT A FEW DOORS FROM MY UNIT, SEVERAL PEOPLES UNITS GOT DESTROYED, YES INCLUDING MINE. THE PERSON THAT HAD A CAR IN A UNIT HAD CAUGHT ON **** AND BURNED LIKE A WILD ****, THIS COULD HAVE BEEN PREVENTED BUT STORAGEMART DECIDED THAT TAKING THE **** EXTINGUISHERS OFF THE OUTSIDE OF THE BUILDINGS WAS A SAVINGS FOR THEM. BUT ITS CODE IN ******** TO HAVE **** SAFETY EQUIPMENT AVAILABLE FOR JUST THIS REASON. BACK TO THE CLAIMS CHECK, IT TOOK 6 WEEKS TO GET THE CHECK AND, THIS IS,IS JUST MIND BLOWING, SO THE CLAIMS DEPARTMENT APPARENTLY NEVER ISSUED A CLAIM CHECK BEFORE. I WILL POST A COPY, I TRIED TO CASH THE CHECK AT SEVERAL MAJOR CHECK CASHING PLACES, NO I WILL NOT PUT A CLAIMS CHECK IN MY **** ACCOUNT. BUT I DID TRY TO CASH IT AT MY **** ALSO, IT SEAMS THAT STORAGEMARTS CLAIMS DEPARTMENT HAS A VERY BAD REVIEW ON SENDING OUT BAD CHECKS. ALSO THEY DO NOT KNOW HOW TO FILL OUT A CLAIMS CHECK . EX. { IN THE PAY TO THE ***** OF SECTION] IN A DIFFERENT FONT FROM THE REST OF THE CHECK, THEY TYPED IN **. XXXXXXX ANY WAY THAT IS ALL THAT WAS PRINTED THE FIRST LETTERS OF MY NAME AND MY LAST NAME. HA NO ADDRESS, CITY STATE, ZIP, SO WHEN I TRIED TO CASH IT IT GOT REJECTED, SO I CALLED THE **** THAT S T M ****S AT TOLD THEM MY PROBLEM, THE MANAGER SAID SURE BRING IT DOWN TO *********** KANSAS. IDID THAT AND WANT PAID FOR MY TIME AND GAS, $500.00

  Business Response

  Date: 06/18/2024

  ****************** called our ***************** for advice regarding cashing his check, as he was trying to cash it at Wal-mart. We let him know that while Wal-Mart does cash payroll and tax refund checks, they do not cash corporate checks. We advised that he take the check to whatever bank he uses, and should have no problem. He then explained he had no bank account to use. It was advised that he take it to a check-cashing business, to any bank for a small cashing fee, or to any branch in common with the issuing bank and there would be no cashing fee. We did go the distance to look up bank branches near him and confirmed that were none in ********, and advised he go to a bank or check-cashing sort of business. ******************' financial institutions and travel choices are outside of our control. While it is unfortunate that the fire resulted in so many claims, none of the other customers who have received a claims check have needed to drive out of the city to cash it. We have been using this bank for decades, and this is the first such instance of anyone leaving their state for the expressed purpose of cashing a claim payment check. The costs ****************** incurred during his trip to ****** are not the decision or responsibility of this company, but rather a personal matter.
  Thank you for your time.

  Customer Answer

  Date: 06/18/2024

  Complaint: 21670795
  
  I am rejecting this response because:
  It's so obvious that I have a bank account, I have paid my bill ever month never missing a payment. 

  See the thing is Storagemart in always in a circle of always trying to cover their mistakes.  ******* Bakers

  And cash checking places would not touch the check they issued. I sent a copy of the check to the bbb 

  Clearly it was not filled out correctly. 

  My bank  first ************** ************** would not even consider putting it in my account or cash it because

  Storagemart has had several checks bounce 

  The banker in Lawrence *** Said he could not guarantee the cashing of the check unless I brought it to him.

  Again Storagemart you got caught with your mouth open

  And all you can do is fasly cause the other person.

  Where is the information for the person that started the fire. You have given the information to all the tenants that have lost items from the fire. I know this because I talk to these people. ****** dollars is not unreasonable 

  For your mistake. After all you removed me from leasing

  From Storagemart because I know things you do not want me to know. 
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/04/2024

  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.

  4:33pm Sa May 3, 2024 I felt bullying at StorageMart starting on October 2, 2023. I did not think it would affect my storage locker #****. Around December 23, 2023, I paid my monthly rent for January 2024. The manager and assistant manager were both in the office, when the new trainee accepted my payment. No problem. On December 28, 2023, StorageMart issued me a Notice to Vacate. I received it in the mail--by regular mail. The notice was not signed. The notice did not have any contact information. The notice did not provide any appeal procedure. The notice did not give any reason. Also the notice stated that no payment would be accepted for the storage locker. On February 1, 2024, I delivered a letter and cheque dated February 1, 2024, to the manager. The cheque was for the February 2024 rent. On February 13, 2024, I emailed **********************, StorageMart CEO. ********************* did not respond. On February 14, 2024, *****************************, Area Manager, finally responded. (I had tried to contact ***************************** several months ago--shortly after StorageMart started bullying me.) On February 15 ***************************** sent me a duplicate of her February 14 email. (***************************** responding to me indicates that StorageMart has my email address even though the Notice to Vacate states that no contact information for me is on file.)I have not received any letter mail from StorageMart since the December 28, 2023, Notice to Vacate. (StorageMart has my mailing address.) I have not received emails from StorageMart other than the two emails from the StorageMart area manager (February 14 and February 15), who did not respond to my ********************* email.The bullying by StorageMart is continuing. I pay my rent on time. StorageMart has no reason for evicting me. The cheque to pay for February 2024 rent has not been cashed. It is still valid.

  Business Response

  Date: 05/08/2024

  BBB,
  *************************** has a month to month lease (attached). This client was served a notice of termination of possession on December 28, 2023 for the terms ending January 31, 2024, and has continued to receive notice. *************************** has still not removed his items or made arrangements to do so as of this date May 5, 2024. As per the lease (attached) either party can terminate the agreement at any time.      Thank you for your attention to this matter. 
  

• Initial Complaint

  Date:05/01/2024

  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.

  1. Company went back into my original lease agreement and edited personal information and terms without consent. 2. Business never filled out Value Coverage Agreement. 3. Unit was originally $224. Now it is $361.37 + etc fees. 4. Multiple unexplained reoccurring additional fees without any notice. 5. Suddenly changing prices, terms, and available hours without consent against initial agreement.6. Increased unexplained storage cost by around $100 within 2 months 2024. 7. Company failed to notify consumer of lock cut BEFORE the deed TWICE. 8. Additionally, how can company bill a lock cut for a lock I never replaced? 9. Patronizing customer service with no cooperation. 10. Constantly failed "automatic" pay despite correct information. 11. Why are they billing me for "loss of discount" and "value coverage plan?"

  Business Response

  Date: 05/02/2024

  Hello *****, 
  
  I hope I can clear up some confusion in regards to your account. ********************** did not edit your original lease agreement, however we bought the facility in 2022 resulting in a new agreement. We also did not edit your personal information, however, we did remove the contact information provided to us by you that did not belong to you. A notice was sent to you upon our acquisition of the facility (attached) asking you to sign the new lease (attached), as well as notifying you of the coverage requirements and automatic enrollment in our value coverage plan (attached) if you did not provide proof of private insurance. You can opt out of the value coverage at any time by providing proof of valid private insurance coverages, as all units must have coverage at all times. When this is done, you will be reminded to update your proof in advance of and upon the expiration of the provided policy, or you will be notified of the value coverage plan charges on your monthly invoice. We try to maintain quality storage facilities while keeping up with market values, which may result in the occasional rental increase. These increases are included in your monthly invoices when they do occur in order to provide you with notice. Your lease renews on a monthly basis so that if the changes of terms are not agreeable you can vacate the space before these changes take effect while continued rental consensually renews the lease under the new terms. Fees for non-payment may also be included in this invoice if you are carrying a past-due balance. Past due balances also gain additional payment requests and reminders. When your bill is not paid on time the fees will accrue to your account are are outlined in your lease agreement, as well as the "loss of discount" which renews monthly in good faith that your bill will be paid on time. While it does appear that you are receiving the emailed invoices and delinquency notices, it is always a good idea to check with your property manager to insure personal information changes are received so that lock cut and lien notices and other updates can also then be received. Access may be modified or restricted entirely pending payment of delinquent balances, as outlined in the lease. While we may not have cut a lock physically as it was not replaced following the last lock cut, we still have to do several administrative and legal tasks at this point in your delinquency status which warrant the fees you are charged, as outlined in the lease. While it is great that your payment information is confirmed to be accurate, we cannot withdrawal a payment if the funds are not present in the account. You have a history of successful autopay payments processed, as this system is generally a convenience. Unfortunately your payment method options have had to be reduced due to the payment attempts that bounced, and potentially incurred fees associated with the returned NSF payments. Additionally, we have tried to comply with your customer service requests for reduced or partial payment plans, offering to settle the account with you for 75% of the amount owed if you would also vacate the space as of today, as you have repeatedly told our staff that you no longer desire to rent this space. We hope that you find the 25% reduced payment offer acceptable, as discussed with you this morning, and can proceed from this point in good faith once more. Thank you

• Initial Complaint

  Date:05/01/2024

  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.

  When I got this unit back in 2019, I rented it for $56/month, I was given a great promotion and awesome customer service. In the past few years post pandemic, StorageMart has doubled my rent for my storage unit, and now has raised my rent from $100/month, to $117/month, to $166/month. This new and sudden increase is unacceptable, unethical, and disgusting. This is not conscentual, and I demand they reduce the monthly rental back to $100/month. Furthermore, they should be investigated as this is so scammy and has to be fraudulent. No way this is ethical business behavior.

  Customer Answer

  Date: 05/01/2024

  I have called StorageMart several times today. Each time I was put on hold. One of the times I was on hold for over 20 minutes, someone came on and hung up on me. Another time I was told that a supervisor would call me back. It is impossoble to reach an actual person with the authority to resolve my issue. 

  They have unethically raised my space rental price without any kind of regulation. I did not agree to all these hikes. 

  As you can see they keep jacking up my rental price and because they are not including all of my payment history, It will take me some time to pull them up manually out of my email. 

  The best resolution is that they lower the rate to $100/month. Or I pull my stuff an begin disputing all of the hikes since the original fee because this is insane. 

  Customer Answer

  Date: 05/01/2024

  I don't know why this window is still saying I have not clarified, but they have raised my rent without my conscent or agreement for four years and this latest hike is unfathmoable. I'm so ******. 

   

  I have called them several times today and no one on customer service is able to do anything or help. I was promised that I supervisor would call me, I have not recieived that call. This started at 8am this morning. 

  Business Response

  Date: 05/02/2024

  ******, 

  As a one-time customer service gesture, I do believe the rental increase on your unit was removed resulting in the continued rate of $117.99. While this practice is outlined in the lease agreement and may occur in the future, we do want to provide a quality storage unit at a quality price for our customers in alignment with current market values. I do hope this matter is already resolved, please let me know if further action is needed.   Thank You 

  Customer Answer

  Date: 05/03/2024

  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:04/19/2024

  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 have 2 dogs and When I moved in to my new unit k my dogs got in to a fight with each other and they never bit no one or even tried to they are very good dogs. So anyways I was told by the lady that worked there that my dogs wasn't allowed back on the property unless I kept them in my car. Well then my storage unit got broke in to and there are 2 people that lives on the property well my bike came up missing along with allot of other things about almost 2 weeks after that I had to clean out my truck cause I was putting stuff in my unit and both my dogs are in kennels the only way for me to get my stuff out was to sit my dog in the kennel out on the ground for maybe 5mins but the sec I put him on the ground the 2 people that lives there came around the corner and she automatically started telling and screaming at me about my dogs being on the property and how she was gonna call the other lady that worked there and she was saying that I was gonna get kicked out of my unit and so we both were telling at that point and she goes inside to call the other lady that worked there and she comes back out and said you need to immediately get your door on your truck like now and I told her that that's what I was trying to do the whole time and she kept being rude and saying stuff like she got her own camera and she will be watching me and told me not to knock on the door anymore which I only knocked one time cause the gate wouldn't open and I didn't know that wasn't part of the office. But she kept being rude and telling so I just walked away from her. This kind of behavior is unnecessary and unprofessional and very disrespectful and embarrassing not to mention stupid. The way that last yelled at me I wouldn't let my worst enemy tell at me like that. But sometime clearly needs to be done she is completely rude and no one likes a bad attitude which she seems to always have so I think I mouth of free rent since my storage unit did get broke in to and the way that last yelled at me and continued to talk to me i deserve at least that . ** so much for your time

  Customer Answer

  Date: 04/19/2024

  I just wanted to add the main lady that works there in the day time really hasn't been the problem she has worked with me and when and if there was an issue she contacted me. So I was just wanting you to know that thank you

  Business Response

  Date: 04/24/2024

  *****, I have passed your comments on to the appropriate parties and they have been trying to reach you by phone. We are hoping to resolve this issue verbally if we can reach you at the number on file. - Thank You 

• Initial Complaint

  Date:04/07/2024

  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.

  I have a storage unit with Storage Mart formerly known as Manhattan Mini.I've had this unit for over a year. My unit lease renewal occurred last December and I was given a rate which totalled $121 and change after tax. Paid that and then suddenly, without a single notification, phone call, email, NOTHING, my bill has gone up to $145 and change. I did not agree to this rate change, nor was given the opportunity to decide whether or not to continue to use this business, nor did I sign a new lease rate. I've emailed the business MULTIPLE times for an explanation, and their response is to ignore ignore ignore.

  Business Response

  Date: 04/11/2024

  *******, we are sorry to hear you are having a difficult time getting in touch. From time to time, there may be a minimal adjustment to your rental rate. We strive to provide the most competitive rates, but we also want to maintain the best facilities in the industry. We will always notify you in advance, such as the emailed invoice we sent you (attached for reference) and we received confirmation that you were able to access this email. This written notice is official and upon remaining in the unit by the first when this payment was due, you agreed to maintain renting the space with these new terms as per the lease agreement (attached for reference). Your lease is renewed on a monthly basis upon continued occupancy of this space. I have passed your comments on to the appropriate local parties and they are trying to reach you by phone and email to try to help, but have not yet been able to achieve communication with you. Please check your voicemail and emails for communication attempts. Thank you!

  Customer Answer

  Date: 04/11/2024

  Complaint: 21541273
  
  I am rejecting this response because:
  Your response is extremely disingenuous and misleading. The invoice in which you are talking about was given to me with no information. Of course I had to pay it if I dont pay it then I go into default. I was trying to keep my end of the deal by paying the bill but you give no option to pay a different amount. Its either you pay the total or you dont pay. So I made a generous attempt to pay and then contact you to dispute this additional charge. You have made zero attempts to respond to my emails which I sent three or four times. You have not emailed me despite you were claiming to have done so. I have not received a voicemail from you either. But either way, I prefer everything to be in writing, since I feel, you have been extremely misleading in your business practices. Opening an email does not mean I agreed to a mysterious additional charge to my account. I signed a lease only a couple months ago and that was the right I agreed to. I was not given a new lease with a new rate to sign. This practice of yours its not only questionable it seems illegal. Please return me to the rate that I agreed to.
  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/17/2024

  *******, 

  Please provide us with contact information where you can be reached, as you say the information we have on file for you is not reaching you. The local regional manager cannot accommodate you specifically or make adjustments to your billing without an open line of communication. - Thank you  

• Initial Complaint

  Date:03/05/2024

  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.

  Hello my discount was canceled after two years of paying I can afford this increase with the economy bad and I have been a loyal customer . I can never get parking to unload my car .the bathrooms are nasty within the last two year they have traded customer service for profits all I want is my discount restored

  Business Response

  Date: 03/06/2024

  Thank you for your message, and the receipt, that was very helpful. The discount you are referring to is called the "preferred customer discount" and it is awarded for paying on time. The payment is due on the first of each month, but you have until the end of business on the third to retain your discount, but if you pay after that it goes back to full price. The good news is that even if you were a little later than usual this month, the discount resets each month. As long as you pay before the close of business on the third of the month, you will have your discount back! Thanks for reaching out!

• Initial Complaint

  Date:01/31/2024

  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 decided to rent a storage unit at StorageMart in Northbrook in the summer of 2023. It should have been a red flag when I stopped by the location in person, and the site manager was not on premises several times. Since then, I've been locked out of my unit after driving for an hour to get to it. Had to wait outside for an hour until they finally found the perpetually absent site manager to unlock my unit. Not an apology or anything of that sort. Also, courtesy calls are not a part of company policy. They are simply interested in charging twice monthly fees, and locking you out of your unit. We went from $59/month to $120. I simply want to pay what I owe and get my items out of there. Any help would be much appreciated.

  Business Response

  Date: 02/05/2024

  We regret to hear that you have had a poor experience. Unfortunately, a tenant fails to pay rent, their account is subject to the fees and conditions outlined Illinois Self-Service Storage Facility Rental Agreement (see attached). As a one-time customer service gesture, we refunded your fee of $35 on 10/19/23 (see your attached). Customers are provided monthly invoices that are e-mailed prior to the date rent is due. When a customer fails to make their payment, automated phone calls and additional e-mails are sent to the customer. When a unit reaches a state of advanced delinquency, we even send letters via USPS. We understand that our customers need service and support when someone may not be in the office, and this is why we also have our call center available 24/7 as they are able to notify the property manager when on they are out on the property that someone needs assistance in the office.
  I hope you have received the information necessary to have a better experience in the future.

  Customer Answer

  Date: 02/05/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  The manager's/business owner's intent is to charge EXORBIANT late fees - BBB - PLEASE REVIEW THE UNLAWFULLY HIGH AND REPETATIVE LATE FEES THAT FAR EXCEED THE MONTHLY RENTAL FEE. Also, the call center is USELESS if I'm on premises and locked out of my unit. Used your brains. The absolute worst customer service EVER encountered. 
  
  
  
  
  
  ******** *****

• Initial Complaint

  Date:01/25/2024

  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.

  Good evening,
  For many years I have rented units at Manhattan Mini Storage on West 107th street.
  Over a year ago, I noticed no matter what time or day that I visited to my unit on the fifth floor, I observed to the left someone either in the hallway and or INSIDE the unit with the door closed. ONE TIME I literally saw a few people sitting and eating around a hot plate.
  There are strict rules in our agreements that living in the units are strictly prohibited.
  Nonetheless, that is what I believe is happening an d has been now for over a year.
  I notified the people at the front desk, they dimissed it as an older lady who sold peanuts; management, reviewed them on Yelp that I do not feel safe as a result, and even contacted Gothamist to conduct an investigation.
  Nothing has come of any of those efforts except that my monthly rates have skyrocketed.
  Please look into this amd prove me wrong.
  Thank you.

  Business Response

  Date: 01/29/2024

  Thank you for bringing this matter to our attention. We have shared your feedback with the appropriate parties to determine a resolution. 

  Customer Answer

  Date: 01/31/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I brought this to your attention over a year ago. I CALLED THE CORPORATE NUMBER AND RATED THIS ON SOCIAL MEDIA. I HAVE RECEIVED A SIMILAR RESPONSE IN THE PAST. The issue still exists a year later. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 02/01/2024

  ****,
  
  We share your concern and appreciate your vigilance on the 5th floor. Your previous correspondences on the matter triggered an investigation. We were able to determine the customer in question and keep an eye on them. While they do spend a great deal of time in the space coming and going, they are not homeless nor are they living in the unit. We have addressed them trying to stay beyond close and these issues seem to have improved. 
  
  Thank you!

• Initial Complaint

  Date:01/18/2024

  Type:Sales and Advertising 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 spoke to someone on the phone in regards to renting a storage unit on 01/15/24, they told me they would make the reservation for me and I would have to make the payment in person at the facility since I wouldnt be purchasing a lock. When I went to the facility in person to finish my renting process and payment I was greeted by someone who calls himself ******. He asked what I needed and I explained I had spoken to someone on the phone and I wanted to culminate the renting process. He proceeded to ask for my information and give me an amount, I was surprised by the number an asked if that price was without the lock and explained that I was told to purchase in person so they can exclude the lock payment. He quickly cut me off mid sentence and raised his hand towards my face and said calm down maam, I have no idea what you spoke on the phone I nervously chuckled shocked by his interaction and replied ****, its okay, I was just asking to which he replied you didnt tell me without the lock. He proceeded to sing to an *************************** song playing in the background and disregard my presence, I then felt obligated to clarify the situation and say that I am very calm and I just wished to know if that price was with or without the lock, he fully ignored my comment and kept singing along to the song. He then gave me a different amount and I asked the price of the insurance, he said I dont know, I would have to look that up because you dont pay insurance for the first month I said I was aware of that but wanted to make sure the price was the same I was told on the phone, he then proceeded to provide me with the full amount of rent + insurance to which I inquired once again what the insurance alone would be, he gave me the amount and I agreed it was the same and he then asked with a very condescending tone can I charge you now? and I replied yes. The entire interaction was extremely hostile, disrespectful and unwarranted. I am looking for immediate rectification.

  Business Response

  Date: 01/29/2024

  We have passed this feedback to the Regional Manager to rectify and resolve. Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 02/01/2024

  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,
  
  ***********************