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:12/21/2023

  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.

  Over the past 12 months of renting a storage unit from this company they have increased the fee 3 times from $122 to $197, representing a 60%+ increase in fees. I receive no notification of any pricing adjustments and when I call I am told that they are provided on the invoice, but when viewing the invoice there are no details about pricing adjustments. Further, when I call to investigate I was disconnected multiple times. This is a manipulative practice for a storage company as once belongs are there it is both expensive and time consuming to move out to another facility. It make no sense that in the span of 12 months the cost of operating a storage business has increased by 60%. This is deceitful business practice and it needs to be addressed and stopped.

  Business Response

  Date: 12/29/2023

  We have passed your comments to the Regional Manager to address. 

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The street-level ******* area 00 is in poor conditions, because of construction dust on the doors of ******* units, that cause coughing and eye problems to legitimate users of the expensive ******* area. Further, the scaffolding and the behavior of workers are seriously disturbing. The recent increases in monthly rent are unbearable. We seek a refund.

   

  LOCATION INVOLVED:

  Business Name: ********* **** *******
  Address: *** ********** **
  City: Newark
  State: NJ
  Zip: 07102

  Business Response

  Date: 12/20/2023

  Good Morning, We do not have a location in Newark, so we attempted to reach out to the customer to clarify which location he stores at so we may resolve the issue. The customer told us he was not available at the time to discuss the matter and we are waiting to hear back.

  Customer Answer

  Date: 12/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the location is *** **** **** ******* *** ***** ** *****.  I have no idea why you gave a different address.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 12/27/2023

  We have passed your information to the Regional Manager of this location.

  Customer Answer

  Date: 12/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: we want safe and clean ******* and a refund for the lack of safety and lack of cleanliness insofar. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** **

• Initial Complaint

  Date:12/16/2023

  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 just rented a unit on the 28th of November and when I paid for my unit I was falsely advertised on your website that I get a free month when I pay the 32 per month fee. Well today I notice an email saying I’m locked out of my unit. So me and my fiancé went down to talk to the storage mart on Irvington and the manager there was rude. Apparently her training with people who are concerned is impeccably retardant. Of course we were a lil bit of attitude in our voices but we were not coming in like raging bulls like she said to us. She doesn’t know how to talk to people with respect. My fiancé was a general manager and she wasn’t allowed to talk to someone the way this lady talked to us . She kept trying to yell over us instead of deescalate the situation which is disrespectful. We just want to know why our bill is 179 in two weeks. We just got the unit on 28 it’s now the 12th. And we’re locked out at that. I asked her why wouldn’t you tell us or remind your customer that they have to pay rent the first in two days. . But mind you I’m understanding that we get a free month after paying for this fee and she told us that that’s something we should know about since apartments and houses have renting insurance. I told her we haven’t been lucky enough to have a house yet and we’re about to but had no idea about the insurance we needed to carry. The charge for insurance was one of our questions. And she said she didn’t have to tell us about the rent being for in two days that’s our responsibility to know . So the manager doesn’t need to tell her customer as a reminder that they would need to pay’s in two days . She is mistaken because the customer doesn’t know the rules of somewhere they r just now starting to rent from. That right there is a cop out. And another thing. My fiancé got kicked out of office and threatened police because this lady couldn’t deescalate this situation that want even bad til she yelled at least I have a house on the way out the door as we wheee leaving and of course my fiancés feelings were hurt that she could even say that due to trauma that was endured as a child all the way up. My fiancé is going to make a emergency mental health appointment due to the triggers of trauma that she has to now deal with. That manager should not be the face of that office and was seriously unprofessional no matter how much she will act like we were the problem I can just tell that she is that type.

  Business Response

  Date: 12/19/2023

  Our Regional Manager has resolved this with the customer.

• Initial Complaint

  Date:12/05/2023

  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.

  StorageMart took over ******* storage and kept raising their prices with no notification. They also changed the access code without notification. They knew I was vacating after my dad’s funeral and still charged me $187.90 and I will only refund me $103. I did not authorize auto pay. I went in to pay my account which was due the 14th monthly when I signed up then they changed to the 1st and went cashless and I was on auto pay with ******* storage because it was reasonable then but I changed my card and when I had to pay my unit with that card they auto paid themselves with my new card including the month I was told if I was out before the 5th I wouldn’t be charged for the month. She then changed what she told me and charged me a holding fee for more days than she knew I was out for. Resulting in $103 being refunded than the $187.90 I never authorized for auto pay. She claimed that she went over more information than she really did in her notes because I was not told more than if I was out by the 5th and about them forcing US to insure THEIR units. Nothing about holding fees for leaving. Scam fees every turn you make there.

  Business Response

  Date: 12/11/2023

  Acquisition information was emailed to tenants on 7-5-2023. 
  We also corresponded several times in between in regards to things such as invoicing, delinquent
  statue, and auto pay enrollment.
  
  A rent increase notification email was sent 11-14-2023. 
  
  Emily came in the office Saturday 12-2-2023 around 1:30 PM to let the manager know that she had cleaned most of her stuff out and just had to come get her
  Christmas stuff and then she would be moved out. The manager explained the holdover
  charges to her and told her that she would not be able to move her out until Monday
  but would refund her card the remaining rent, not the full amount.
  
  The following Monday a refund was issued in the amount of $103 ($163 rent - $60.00 x3 days
  holdover fee). She called Tuesday morning and said that she has only seen the
  $187.97 charge on her account and I informed her that I had refunded the card
  yesterday and it will take a few days to reflect her account.

  All actions were performed are in line with our lease agreement.

• Initial Complaint

  Date:12/05/2023

  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 had storage account with Storage mart I told them I no longer with them I only owe them for one month yet I left a bag of item in the storage *** and I was coming back but I couldn’t make it so now they are charging me each month because of items that was left in there yet it was told to me that the items will be auctions and account close but yet they are charging me after I told them that I don’t have the last amount of 74.00 and they are charging me like I still have storage

  Business Response

  Date: 12/11/2023

  The customer did not remove the lock from the unit. Per the lease agreement, the lock must be removed and a 15-day notice to be given to vacate. Since she moved out of the space and left belongings behind, we proceeded with the normal process per the lease and the unit lock was cut and inventoried for auction purposes. The customer spoke to the manager and did not want to make a payment, however, since items were in the unit, we do place a rent charge on the space since it was still occupied on the first of the month. The unit is to go to auction in the month of December.

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a unit for approximtely 1.5 years at this location. I was paid through Oct 31 2023. I moved out and it was confirmed via email and phone conversation with on-site representative on Sept 30. It was confirmed I was paid through Oct 31 and that a refund would be processed. No refund has been received.
  
  I have left multiple voicemail messages but no one returns my calls.
  
  Why is no one returning my phone calls?
  Why has no one given me an answer as to why I the refund has not been processed.
  
  Please refund my rent per the contract I signed. Or at least respond as to why you feel I don't deserve a refund.

  Business Response

  Date: 12/06/2023

  This customer has been refunded. 

• Initial Complaint

  Date:12/04/2023

  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.

  10-20-2023, my mom, uncle & ** movers removed all of the items from Unit 2, at Storage Mart (SM), at ***** *. ***** ******, ****** ****, **, as they unwrapped my furniture, it was noticed a strong odor of mold, furniture drop cloths smelled of mold, & what appeared to possibly urine. There was mice drippings. Mom signaled for Ms. ********, the Site Manager (SM), to view her unwrap the furniture. My uncle looked in the ce**ing & noticed there was water damage in the roof of the unit. As they empty the first dresser, it was noticed that the contents were not salvageable. The prof the furniture on behalf of SM & provided my mom with a claim form to complete. ** movers were being paid by hourly, the decision was made to bring all items to Texas, see what contents were salvageable inside & what wasn't. It was my mother that took the picture of the damaged roof, within Unit 2, where the water had leaked in at & mice droppings. She provided that to ******** to submit with my claim. Once items arrived in TX., the TX. movers dumb most of the furniture; my mom & uncle emptied all contents from the drawers, which is when it was verified that clothes, personal items, documents, & custom jewelry not salvageable. I was at work. Mom paid TX movers to haul the damage furniture away. Unit 2 was advertised as climate controlled, SM never notified me that the structure had roof issues.10-26-2023, I f**e a claim. 11-29-2023, SM Risk Specialist, ******** ******* at *************, ext 4179 notified me that SM could not say that my furniture was damage as a result of the roof therefore SM did not feel liable & was only offering approximately $700.00. My mom can testify that my furniture was in the area where the roof was damaged & my items were not damaged upon renting the unit. My claim is for approximately $25,00.00 which does not include clothes, personal docs, pictures, clothes loss nor the TX Movers disposable fee. I need an ema** to send all supporting docs. I'm at work.

  Business Response

  Date: 12/06/2023

  Per the lease agreement, the water damage limit listed on the customer's Value Coverage plan provided by StorageMart is a maximum of $750.00. StorageMart has agreed to issue the maximum amount to the customer, per our limits. When speaking to the mother of the customer, this amount was agreed upon. We have processed this claim for that amount. This is currently processing and w**l be printed for ma**ing to the local store for pickup and release.

• Initial Complaint

  Date:11/23/2023

  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.

  Storage Mart has increased their fees without notifying us, their leasing fee has been increasing every two months above the 5%. Storage Mart increased the cost to 100% extra from the original agreement in less than 12 months. We did an online agreement for a storage space under $100, but the manager recreated the reservation at the time of getting us the unit number, he increased it $30. extra. The roll up didn't work for months. We are requesting a refund of the additional fees that were charged to our credit card without our approval.

  Business Response

  Date: 11/29/2023

  We have passed this information to the Regional Manager to address. 

  Customer Answer

  Date: 11/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The regional manager has not called in over two weeks, prior to my complaint through the BBB. I left voice messages with the local office as well with the headquarters' customer services. 
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 12/04/2023

  The rent for this unit, on 10/22/22, when the customer first
  rented, was $129.99. As of today, the rent is $146.99. On 5/27/23 the insurance
  policy that they supplied us with ended. So, on 6/1/23, our Value Coverage was
  added to her account. As of today she has not paid November's rent meaning she
  owes the rent for November, the Loss of Discount for November, and the Overlock
  Service fee for November. 

• Initial Complaint

  Date:11/09/2023

  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 was told I had to give a two week notice, before I could vacate, I did. I was also told that my bill would be prorated and changed from the current charge. I was charged a late fee and then told, no the lease is month to month, there is no pro-rated charge. I am also being charged for December after telling them I was done in October. I was also told that whoever worked there two weeks ago no longer works there, because the company changed ownership in March. I told them "that makes no sense we are discussing October, when I talked to someone, how are old company policies different two weeks later, when you are telling me you changed in March?" I asked for them to remedy the problem, which is I could have moved out in October, someone told me I could not, told me I would have to pay two weeks in November, and now I am being told I have to pay all of November, on top of a late fee, when I was told to wait for a new bill, because it would be prorated. I asked them to remedy this, they offered me nothing, not even to take the late fee off. And I am still being charged for December after telling them multiple times I have moved out.

  Business Response

  Date: 11/09/2023

  After review of *********************************** concern we have provided the signed contract with references to this concern highlighted as well as potential resolution. 

  Section 2:The lease term for this unit is one month beginning on the first day of Jan 2023, and continuing on month to month until terminated. This unit is to be used only for the purposes of storage and is subject to all of the rules and conditions set forth in this agreement.

  Section 3: The ***** shall have no obligation to accept any partial payment of rent, and if ***** does accept any partial payment of rent it shall not affect any rights of the ***** to collect the entirety of the rental that is due. The ***** is under no obligation to prorate rental for any partial months.

  Section 13: If CUSTOMER does not provide at least fifteen (15) days written notice as required, CUSTOMER will be liable for an additional full month rent. This additional month of rent is subject to all late fees and collection processing fees that Owner is entitled to under this rental agreement or state law.

  Section 14: If CUSTOMER does not vacate the space on the agreed date after the termination of tenancy, the CUSTOMER will be subject to certain holdover rent charges for each day of occupancy past the termination date. The Holdover Rent charges are subject to change without notice, and are assessed daily. The CUSTOMER may request a schedule of Holdover Rent charges from the on-site office.

  Though our contract clearly states that we have no obligation to honor this request, as a good faith offer to ******************************* upon the date of the complete vacate of all items from the unit, a prorated amount of the unused days will be issued. This will be calculate as Amount Paid (divided by) Days in ******** ******* Number of unused day. 

  ********************************* still has property in their unit and is still occupying the unit. We will not provide any refund until the unit is completely vacated of all customer property, trash, etc.  Vacate and refund must be resolved at the local store.  

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The loss felt by both my ************ are still felt all these months later. The emotional, psychological, and financial loss incurred has been unimaginable. My mother passed away April 2022. We put our stuff into storage only 3 months later, July 2022. By mid Nov 2022 we had secured our new place for Dec 1st, 2022. I had paid for the movers n booked a date. I called the storage facility to let them know the movers would be coming and they advised me that the elevator was broken n I would need to reschedule. As my unit was on the 2nd ************* were various heavy as well as fragile items rescheduling the move (which is what I did) sounding like the best course of action to take. From late Nov 3022 to Feb 2023, I would be told several times over numerous calls that the elevator was not fixed, n they were waiting for parts. I moved into my new place & had to purchase an air mattress as my brand new king size mattress and single box springs were in the storage. My ********************* and my sons Moose Knuckle parkawere in the storage as we moved our belongings to the storage in the middle of summer. December, no Christmas tree as it was packed in the rear of the storage. I moved in to an empty space. TVs, towels, *************** all in the storage :( I finally got word Im Feb 2023 that the elevator was fixed. I was elated and called the movers. The date was set and they attended the storage n called me to tell me they could not do the move, when I asked why they sent me pix of dead mice and mice f**** ALL OVER EVERYTHING!!! The owner of the movers said it was a safety/health hazard n that the workers would have to close back up the unit :( I have pic, video, n written documentation of all that I speak of, but this site is not allowing me to upload. This is my 3rd attempt, but this time Im am trying without any pix. I am asking for the opportunity to send the ************ via email pls as I have A LOT of supporting evidence, & the resolution offered was NOT.

  Business Response

  Date: 11/06/2023

  We would be happy to look into this concern further but request more information from ****************.

  Please provide the following so that we may accruately assess this concern:
  * Address of the location where storage was used
  * First and last name on the storage account
  * Unit number of the storage unit

  Customer Answer

  Date: 11/09/2023

  I need HELP PLEASE. I have spent 6hrs unsuccessfully to upload my videos, I am NOT tech savvy but I was able to move my videos to files and mov format that is accepted but when I hit proceed ABSOLUTELY NOTHING HAPPENS. Please help :(

  Customer Answer

  Date: 11/16/2023

  Storage Mart located at ************************************************

  The following videos show what happened while throwing out some of the items, and us leaving the Storage Facility and having mice run around like they own the place.
  
  This collection is an example of the caliber of books lost to this situation:(

  Please believe me when I say I TRIED to keep things. These pictures are our family memories and history. I cried endlessly that night when I opened the box and saw that there was STILL MORE MICE FECES.
  

  
  Please let me know if you would like more videos as I still have lots more including videos of my air mattress that Im sleeping on to this day.
  
  All I have is my son and myself since my mother passed and our whole lives, and family history were not lost, but recklessly stolen by this business.
  ******* from head office told me that I should be thankful that youre getting $500 cos we dont do this usually. Does that not indicate that they do this regularly. That have an infestation and should be shut down.
  I also tried to find a a cleaning service, but theres no such business that would do this kind of cleaning as its hazardous waste.

  Business Response

  Date: 11/16/2023

  After Further review of ******************** concern, we would like the provide this additional information. 

  * StorageMart does not cover any type of loss from pest, vermin or rodents. 

  * **************** was clearly storing plant material that is an attractant for rodents and pests. See attached photos of the path of soil, plant matter, candy wrappers, etc. leading away from Mr. ******* unit from their vacate of the space. This is a perfect example of why StorageMart does not cover loss due to pests as in nearly all instances, the issue is a result of the customer storing items that would be an attractant to pests. It should be noted that in these photos you can see pest control stations showing StorageMart's continued effort to prevent rodent and pest issues for our customers. 

  * As a good faith effort to ****************, we offered $500 to resolve this matter which **************** accepted, deposited and signed the release of claims for. See Attached

  We believe that we have resolved this matter based on the terms of our contract and with good faith to our customer and believe this matter should be closed. 

  Customer Answer

  Date: 11/18/2023

  This is a lie I had no soil in my unit and I left my are CLEAN. We even purchased a broom. That dirt in that picture looks like its coming from 3 doors in a row not one. I wasnt the only person at their unit that day either. 
  I also never picked the cheque that day and they know that I never picked up the cheque so pls have then view the camera and explain who signed that document cos that is NOT my writing nor is it my signature. I would if never signed that and reached out to the BBB. 

  May I ask, is it a coincidence that Storage Mart is now emailing me to say I owe money to themwhat was done is not right. 

  Business Response

  Date: 11/27/2023

  The check was signed for, and has been cashed via a bank transaction. The files will not attach, but we have copies of the cashed check.