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:12/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 originally rented unit C136 in March 2024. My first payment was $129 with fees. In April, I was charged $80. In May, June and July I was charged $104. In August and September I was charged $201. My roommate was leaving the first of October so I planned to empty the unit when he left.Hurricane ****** hit on September 27th. My partner went to the unit to get emergency supplies and found it flooded and without power. On October 1st my card was charged $201.On October 3rd, we received an email stating the facility is currently not open for tenant access. In October 29th, I received property services have been restored. However, please be aware that elevator access remains unavailable and will not be restored until after the new yearWe will have on-site assistance available to you for moving items to and from upper-floor units I visited the site during the dates and times listed as on site assistance and found only restoration and clean up workers who looked very busy. The stairs were unlit. There were wires and air tubes ****-crossing the first floor. It felt both unsafe and maybe impossible to vacate the unit during this time so I didnt try.On November 1st, I was charged $201.I canceled my autopay and sent an email. I received no reply except a bill for December.I called customer service. On December 16th they offered me 50% off Decembers rent and told me power might be restored some time this week. I asked if the November rent I paid in full could be applied to December.I received a reply December 17th saying my Decembers rent would be paid by the second half of my Novembers rent but Januarys rent will need to be paid in full in you are still in the unit then. There was no estimate for the elevators.I want a refund for the money Ive paid between wanting to vacate the unit in October and being able to safely do so, whenever the elevators are restored. I want to be informed as soon as the elevators are restored and be given 2 weeks to vacate.

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Go Store It *************** location in *********, ** experienced flooding at the end of September, 2024.Tenants were not formally sent notice of this until 2 whole weeks after this occurred. Company did not allow anyone access to their unit, exacerbating any water damage and preventing tenants from salvaging items that would otherwise be salvageable.Their mandatory "insurance" is also not paying out anything because water damage is conveniently not ********** calling support, company said on 2 separate calls earlier in October that they'd voided the autopay for the month of October which was collected automatically when the building was inaccessible (10/2). Checking my statement today showed that this refund for $583 never arrived. In speaking with a supervisor when trying to gain access to the building to remove my things, they said they'd give me updates (which never occurred). I called back again, asking for a supervisor call back which never occurred either. In their communication in the phone, there was lots of conflicting information being given out.I called them yet again today and they said there was no record of the payment being voided and that the best they could do is discount $50 from the rent for the month of ********** paying for this unit, the following is advertised:1. Climate Control 2. Elevator Access 3. Electronic Entry None of this has been provided for the month of October, and the company says there will not be elevator access to move items in/out until ************ finally sent a follow up e-mail today (10/29) saying there's now limited access to the building. This gives tenants 3 days to move items out, carrying them down stairs in the dark and around heavy ***************** should refund the October autopay amount as promised and give a few additional days for tenants to vacate their units so they're not stuck paying another month. I will have to take off work due to their limited hours (normally until 10PM, now until 5PM)