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Business Profile

Storage Units

IStorage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage Units.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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  • Initial Complaint

    Date:01/31/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 01/29/24 I went online to the IStorage website (which is now under NSA Brands) to pay the February 2024 monthly bill for a small storage unit I have at the **** ***** ** ******* NJ ***** site. I saw that the bill which I signed a lease for a unit as of 10/01/23 in the amount of $118.63 had increased to $150.61 as of 02/01/24. I received NO notification whatsoever beforehand about an increase and/or explanation of fees for the extra $31.98 for my unit. I called the **** **** * ****** *************** several times and was never able to get someone on the phone. I finally called another customer service number and spoke to a woman who during my conversation said that notifications should have gone out by the "trainee" who was at the office "sometimes." She also stated that increases for the units would go up "once, twice or even three times" a year! When I asked what the percentage would be for each increase, she REFUSED to say "how much" the increases would be! I also wanted to know "WHEN" these increases would occur. I have been a customer at this site since 2015, and my name/address/phone numbers have not changed. I had a larger unit which I paid $737.92 monthly from 08/2020 until 03/31/23. The bill increased $2.00 as of 04/01/23 for a new monthly fee of $739.92 for the unit until I closed it down as of 10/31/2023. This unexpected rise in my rental price with no reasonable explanation, calculation of the fees, vague/no answers from representatives and absentee office personnel is totally unacceptable, extremely suspicious and needs to be seriously investigated by your office! This business can raise the fee for a client's unit(s) whenever they choose to and for whatever amounts they like! Can they "legally" do this? My 02/01/24 bill is due in 3 days, so I MUST pay the $150.61 by then or they will put a lock on my unit! I hope the "BBB" will investigate my complaint and look into the business practices of this company. THANK YOU for your support!

    Business Response

    Date: 02/06/2024

    Istorage has made several attempts to contact ****** ****** regarding this matter, the phone number that was provided to us during signup rings to a busy signal and we are unable to leave a voice mail.  Please note, that we have proof of mailing a rent increase notice on 11/25/2023 to the address that was provided to us during signup and which is listed on the lease that was signed.  As per our lease agreement in which ****** ****** signed "The monthly rental rate may be changed by Owner by giving (30) days' in advance written notice to Occupant)".  It should also be noted that the phone number that the customer lists on the complaint **************  is not the accurate number for the Howell office and we do not recognize this number, that number is not listed on any of our letterhead or websites.  The direct line to our Howell location is (732-795-0003).  

    On 02/05/2024 as a courtesy to the customer our area manager took $10.00 off the new rental price before receiving this complaint.  One of our property managers attempted to contact the customer on 02/05/2024 but the number on file rings to a busy signal and we are unable to leave a message. 

    Customer Answer

    Date: 02/06/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,

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

IStorage is NOT a BBB Accredited Business.

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