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Business Profile

Storage Units

U Stor It Mini Storage

This business is NOT BBB Accredited.

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:12/14/2023

    Type:Billing Issues
    Status:
    Answered
    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 trying to make a payment, actually 2 late payments, to bring my account up to date. I live in Northern Ireland and cannot send cash or money order to u-stor-it. They will not let me make a payment online claiming that it was stated in my lease.
    However, I signed that lease in 2005, before they did online payments and the monthly rental fee has been increased, often without warning, 4 times since then. I have no other way to make this payment. I would like to see the company update their agreement and make it easier for overseas customers.

    Business Response

    Date: 12/29/2023

    U-STOR-IT strives to help all of our customers whether overseas or stateside. In this situation our former residential manager was working with customer against company policy and had been for an extended time. Unfortunately the company can not continue carrying a debt that is building. Customer states they are trying to pay 2 late payments when the account has a past due of 3 late payments and 3 late fees. The offered payment is a partial payment, breaching the lease customer signed.
    In response to the customer having their prices changed without being notified. A review of the account and notes suggest otherwise. The customer has had their prices changed a total of 3 different times and notifications did go out in the mail each time, 5 weeks before the rate change was implemented. The first notice and increase noted for 2017 was returned undelivered due to the customers address change but not updated with U-STOR-IT. The update did come after in 2017.
    When an account is delinquent and has entered the preliminary lien stage (30 day late)  the acceptable forms of payment become limited; online, credit or debit cards and personal checks as form of payment are prohibited, only cash, money order or cashiers check are acceptable forms of payment until the account returns to current. U-STOR-IT  does understand the challenges of being out of the state or country. We provide many options to make on time payments to avoid customers receiving any late fees. Auto-pay is popular with our out of state and overseas customers.
    U-STOR-IT Residential manager escalated this account to the Operations manager and a generous offer was sent to the customer via email. Customer declined abandoning the unit and debt to be disposed of by the residential manager. U-STOR-IT is sorry that a resolution could not be found for this customer. We have revisited our policy and procedures reviewing them with all Residential Managers on the importance of following the billing timelines for payments and procedures for accounts current or in default and acceptable forms of payments.

U Stor It Mini Storage is NOT a BBB Accredited Business.

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