Complaints

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:11/05/2023

  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 had a storge unit in this facility and during the months of Feb/March I had some family issues that consumed a great deal of my time and mental focus. Also during this time there was some fraud on my debit card and I was issued another one. Unfortunately, my storage was a payment that had slipped my mind. This had happened before and when it did ***** the manager would call me and say 'hey your card was declined do you have another form of payment'. ** apologize and give her my new card and things would proceed as normal. However, in Feb/Mar when my card was shut off I never received a call or anything. In March I was at my unit and I called the office and talk to them about seeing if they could check the cameras because my storage was broken into. I got alot of push back on how they dont know what to look for the cameras dont see down my row, etc. And in May I was there and changed the lock on my unit. I did not have a red lock on my unit saying there was a problem with my bill. I called again and talk to them about reviewing the cameras that I never received a call back from the 1st time I called and would like to see if they would in fact look at the cameras like they claim they have. I called probly 25 times and no one would answer or call me back. In Aug, I went down there and found my unit totally empty. I called the office multiple times, no one answered or called back. So I went down there had to wait for ******************************************************************************************** they tried calling me sent registered letters. I never received one letter nor one call. I pulled my phone records and had one call from them. I called again and a guy named **** said he was a co-owner and he looked up the unit number and he told me some name aside from mine. Got frustrated and told me if i seek legal action it wont bode well from me cause he has attorneys and that he would talk to ***** and call me back. Which never happened and I have yet to received a call back from this facility.

  Customer Answer

  Date: 11/14/2023

  I DONT HAVE A CONTACT I TOOK IT OVER VERBALLY WITH ***** THE MANAGER BUT I HAVE MANY MONTHS OF PAYMENTS TO THIS FACILITY I COULD SEND YOU MY BANK STATEMENTS WOULD THAT WORK??

  Business Response

  Date: 01/10/2024

  Backyard Storage LLC has had the policy to transfer units to another party only if both parties agree in writing.  If someone has paid rent on a unit, that does not give them ownership of the lease on the unit.  Confidentiality of the unit's standing is of utmost importance to Backyard Storage LLC.  We do not and have not given out information about the status of any account unless the person is the lessee or the lessee has them listed as alternative contact.  Attached is the lease for this unit.

  Customer Answer

  Date: 02/20/2024

   

  I did it over the phone with *****.  It was in ***********************/******* and I told her I was going to be paying the bill.  She said fine I gave her my number and whenever there was a late payment or something she would ALWAYS call me.  Then when my storage got broken into and I called then to see if they would review the cameras that they advertise they have; for our security, some guy told me they don't have cameras that look down the isle my unit was in.   And after that I could never ever get ahold of anyone on the phone at this business.  And I bet I called 50 times one month and left messages and they would never return any call.  I had to go down to their office and wait 45 minutes for the lady that was working that day to return from the post office.  And when I asked about my unit she told me "she sent out registered letters", two to be exact and that "she called me numerous times as well", but couldnt tell me the number she called.  I got mad and left.  So the following day I called and asked to speak to the manager.  The person that answered was **** (I think that was his name) he said he was the co-owner, and I asked him about my unit and he kept coming up with all these different names but not one was my or ******* name.  He got frustrated and said he didnt know what was going on and he would have ***** give me a call when she got back".   Im still waiting for that call and I called them back multiple multiple times only to never receive a return call of any kind.

   

  I dont have any contracts.  I literally called and said I was taking over ***************************/****

  Business Response

  Date: 03/25/2024

  *********************** has not ever been a customer of *******************************************, LLC.  We have submitted the lease for the unit she says she had.  Her name is not on the lease.  Backyard Storage's policy is to never change the lessee on a unit over the phone.  If there is a change in ownership in the lease, we have the current lessee's permission in writing.  We then have the new lessee fill out and sign another lease agreement.  *********************** has not ever signed a lease agreement with Backyard Storage, LLC.