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:10/20/2023

  Type:Service or Repair 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 am a customer of ********************************************** in ********************., There is no corporate phone number for its actual owner, ********************* ********* **** owns the Drive-up Storage brand and operates in several locations including, but not limited to, ********************. On multiple occasions, Drive-up Storage had elevators out of service. On one occasion, the elevator went out of service AFTER my movers had loaded my furniture and personal belongings. The elevator did not come back in service until the next day. I had to pay my movers $500 to return and move the stuff into storage. I left multiple messages expecting a return call and no one from Drive-up called back to offer compensation. On a second occasion, the elevators went out of service and I was stuck on the 3rd floor with my personal belongings. I could not breathe and started to hyperventilate. *********, the manager yelled up and said that she was coming to help me. ********* walked up the stairs and came to help me down the stairs with my personal belongings. Once again, no contact from ********************* of any of their leadership team. Drive-up cannot fulfill the contract terms because they cannot keep their elevators operational which puts customers at risk. It is a predatory organization,

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair 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 rented a storage unit from this facility May, 2022 - November, 2022. When I originally inquired about the units I was told they only have 10 x 10 unit and it would cost about $500-$550/month. I was moving out of my apartment and just needed a place to store all my belongings until I found an apartment. I rented the unit from the end of May, 2022 (Memorial Day Wknd) until first week in November 2022 - basically 5 months. I fell behind 2 months making payments which equaled $1100 - without any email or written notice or phone conversation they auctioned off my entire unit - all of my belongings down to my socks and underwear. I asked them on several occasions if I could move to a different unit that was more affordable but when I asked I was told they didnt have anything available. I kept telling them "I can't afford this, I need a cheaper unit" - after being there 1 or 2 months they went into my storage unit and inventoried everything - I thought that was odd - but they must have noticed quite a few nice antiques, furniture, lamps. clothes etc...I truly believe they had wanted to auction this off after seeing my things. And not all my belongings are "great or expensive" but just a few things and the rest sentimental. I showed up the first week in November 2022 with my movers to retrieve my belongings and thats when I was informed they auctioned off EVERYTHING i owned! All the antiques my parents had given me that I wanted to hand down to my children, the little things my children made for me when they were in elementary school, baking pans from my grandmother, family heirloom jewelry, my ties, my suits, my shoes and it goes on and on and on...they left me with nothing. I owed this facility $1100 - 2 months - when I showed up with my movers and everything was gone - my belongings in my unit were worth far beyond $1100 - more in the range of $100,000 - $150,000. So for $1100 they felt it was okay to auction off all my belongings - EVERYTHING I OWNED. I'm sorry but this is wrong by any definition of humanity. Yes, there was a contract I signed which had information about timely payments- auctioning BUT they couldn't find my contract when I asked for it about a month earlier - after this incidence they all of a sudden produced a contract that was "supposedly" mine - but it wasn't. Even my movers said "we've never seen or heard anything like this and we have moved a lot of people from storage units". Most facilities won't do anything of the sort until you are 6,7,9 months late but I wasn't even there for that long - 5 months i was there. I'm just devastated and cannot get past the horrible feeling that day. So many memories from my both my deceased parents, grandparents - all gone. There were things that had meaning only to me and if anyone else looked at the stuff they would label it trash - but the sentiments and memories these things had for me were beyond anything you can think. I have now begun the process of trying to buy all new things - I don't even have a winter coat - they sold it - I don't even have boots - they sold them - trying to replace everything is a huge cost. I would ask that if you can: 1. Have them return to me all my belongings except $1100 worth which is what I owed or 2. If they refuse/can't do that then reimburse me to replace all my belongings, which would be in the range of about $500,000 in today's dollar. This place is marred with many bad reviews and it has to STOP. Perhaps working with you, I can get some resolution and closure to all this and make sure it doesn't happen to anyone else ever again. Thank you for your time and consideration.*********,*******************