Complaints

This profile includes complaints for Storage King USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Storage King USA has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Storage King USA

  150 E 52nd St Ste 32002 New York, NY 10022-6012

• 

  Storage King USA

  3511 Victory Blvd. Staten Island, NY 10314-6722

• 

  Storage Kings USA

  26470 Lakeland Blvd Euclid, OH 44132

• 

  Storage King USA

  4850 W Western Ave South Bend, IN 46619

• 

  Storage King USA

  430 E Ih 10 Seguin, TX 78155

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:12/11/2023

  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.

  My storage unit was broken into ,someone cut the lock and stole priceless items of my deceased mother's and my hard worked for items per management ********* at then moveitstorage and me and my other witness went to unit to see evidence and the ************** company is refusing to approve the claim....:I had insurance coverage..I *************************** would definitely like to appeal the decision of no evidence of forcible entry because they obviously did not speak with the previous storage owners *********(moveitstorage) that called me as a witness and told me about the lock being cut off and most of my things were stolen and forcible entry was noticeable and my witness on the police report ,who saw the forcible entry evidence and also spoke with the other witness the owners of moveitstorage-*********..and they have cameras...(and SBOA denied the claim and didn't accept the police report or witnesses evidence ) ? and even sent me a letter for a rent increase ...smh

  Business Response

  Date: 12/11/2023

  Please note that we are a separate entity from SBOA. However, we are assisting the customer by sending SBOA the requested paperwork.

• Initial Complaint

  Date:12/08/2023

  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 been renting storage for the last 2 years. All of the sudden during this year they keep changing monthly rental fees at random. Having medical issues and can no longer afford the unit. Trying to work something out with them. Requested the district manager or owner to call, no one calls. Also have been over charged a $12 rental insurance fee for 2 years yet I have given my renters insurance information several times. They keep adding late fees and lies fees even though I have tried to settle and get my belongings. They keep dragging it out and just tacking on more for me to pay. They change employees faster than a fast food restaurant. I have talked to several people whom just talk to you in a condescending manner, say they will have someone call from district yet never do. They send threatening emails about how they will auction my unit off yet never give a contact person or number. They just say it doesn't matter who I speak with that nothing on my account will change. I have tried repeatedly to get this resolved yet they won't comply with my request to speak with someone beyond the location where my unit is. I have rented numerous times through many storage companies and this place, hands down, takes the cake for the absolute worst customer service. I would warn people to stay away from this company. It was not like this when I initially rented but after it changed hands a few times it has never been the same. I will go back to renting from a reputable company as I currently do and have in the past. I wanted to move all of my things in a controlled climate unit. I only started renting there because it was close by and had to because our condominium had flooded. We were out and living in a hotel a month while repairs were done. We decided to keep the unit to move things from other storage to the controlled climate unit. Nope, not happening here. I cannot wait to be done with these people and this company. Worst experience ever.

  Business Response

  Date: 12/08/2023

  We are so sorry to hear this and would like to resolve. Please let us know the address of the facility where you have storage at. 

• Initial Complaint

  Date:12/01/2023

  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.

  Storage king promoted a referral friend program and has yet to fulfill its obligation to me as I have been waiting 6 months to receive it..with repeated calls emails and no return calls or emails ..this is false advertising on storage kings behalf

  Business Response

  Date: 12/01/2023

  Thank you for reporting this issue. We are looking into it now. However, to help you further, I need to know what the location is of the storage facility you use. 

  Business Response

  Date: 01/31/2024

  I have escalated this issue in our accounting department. If you do not receive your referral bonus in the next 30 days, please email ********************************. 

• Initial Complaint

  Date:09/08/2023

  Type:Billing 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 have been a customer for 9 years. Always pay on time. The company has begun billing me extra charges for "insurance." I have private insurance and when I showed proof, I was promised that the extra charges they are putting on my bill for their own insurance would be removed. After weeks of assurances, this is not happening. My normal bill is $117./mo. Now the bill is up to a whopping $140 and although the onsite clerk promised to remove the extra charges after seeing proof of my insurance, it is not happening and there is no end in sight. I attempted to go online to their website to pay the $117 that I truly owe, but the site is rigged to only accept payment of the $140. There is no way to pay the $117 and I am certain that additional charges for insurance, including late fees, are to follow. My credit score is 829 and if it drops due to this mismanagement and fraudulent billing, I will seek legal assistance.

  Business Response

  Date: 09/18/2023

  ***************************** has a paid thru date of 9/27 with a zero balance.  The district manager ***************************** reached out to ******************** on Friday 9/15 to discuss her account.  He explained that there was a credit issued of $10.06 issued for the insurance added to the account on 8/27 and on 9/6 a late fee was credited of $23.60.  At that time her daughter made a payment of $117 which is her normal monthly payment without insurance.  At no time did ******************** pay more than her normal monthly payment of $117 or will it affect her credit score.  She has a great payment history, I explained this to the tenant and granddaughter on 9/15 and she understood.  

• Initial Complaint

  Date:08/17/2023

  Type:Billing 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 rented the storage unit from Storage King April-Oct 2022.In October 2022 I had cancelled the account online, never received a charge again from Storage King.Now in July of 2023 I'm receiving letters from a law office saying I owe $746.50 from the storage debt.Unfortunately the email I used for Storage King was deleted unexpectedly as it was no longer serviced (timewarner/spectrum), so I have no proof of the cancellation other than my bank statement.

  Business Response

  Date: 09/01/2023

  We have sent an email to the tenant asking which facility he has his storage unit at, so we can assist him. We need more information to do so.

  Customer Answer

  Date: 09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Replied 09/01/23 to an email from Storage King on the same date. Still waiting for response.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 10/26/2023

  ************** left several items in his unit including a piano which, according to the terms of the lease agreement, means that he still occupied the unit. We reached out to him via email and phone and certified letter, on 11/1/22, 11/3/22, 12/1/23, 12/9/23, 12/16/23, 12/28/23, and 12/31/23. ************** did not respond. His unit went to auction for non-payment on 1/26/23 and he is responsible for the balance due.

   

• Initial Complaint

  Date:07/07/2023

  Type:Sales and Advertising 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 have had a leak in my storage unit with storage King for the last nine months and they have not done anything to remedy the situation. I have sent emails and phone calls talk to the on-site managers for the last nine months and nothing has been done 1/3 of all of our stuff has been destroyed.

  Business Response

  Date: 07/07/2023

  Please advise what city/state your storage unit is located in, so we can get someone to assist you. 

• Initial Complaint

  Date:07/06/2023

  Type:Order 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.

  My Storage Unit is on ***** St, *********, ** Unit C-115. I have been charged $20 a month for Storage Insurance every month. I was never offered anything less. When I asked ******** about it today, July 3, 2023, She told me we could go as low as $12. Then she added that if I had a home owners policy or renters insurance policy. Just bring it in and that price would be waived. WHAT ABOUT THE MONTHS THAT I HAVE BEEN RIPPED OFF by this oversight. You owe me a refund. A copy of rental agreement is included.

  Business Response

  Date: 07/18/2023

  After 4 conversations with our District Manager, weve determined that the customer did not read our rental agreement terms. The $20 charge was for paying rent late per the agreement, and this is in no way related to any coverage fee.

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved.  The latest issue was on renters insurance.  Not the late fees.  Why was I charged $20 Storage Insureance when there was $12 available.  I was never told that this could be waived about waiving the storage insurance when I had renters insurance that covered it.  That was the issue and this *********************** tried to tell I was told about it and lied.  I over paid $280 in that alone.  As for Late Fees, I was never saw any invoices until after I paid mostly $100 in late charges.  I find there services highly inadequate and I don't appreciate being lied to.
   
  

  Business Response

  Date: 07/26/2023

  District Manager and customer have spoken multiple times and resolved the situation to everyone's satisfaction.

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Cheap cop out answer for them not doing their presentation correctly

  in the first place.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/25/2023

  Type:Order 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've been using Storage King ****************** ** - ************* location) for about 3 years and up to this point have had a mostly pleasant experience. The on-site manager ****** has always treated me fairly and professionally. However, on April 20th, after leaving two messages inquiring about my current bill amount (they only intermittently send me invoices, putting the onus on me to call and find out what I owe them), I received a voicemail from her stating that my unit's contents were scheduled to be auctioned on Tuesday April 25th due to non-payment. Prior to this message I had not received any notice that my unit had been put into lien status, leaving me with less than a week to get caught up. ******** law requires delivery of lien notices to be in-person or by verified mail or electronic mail to the renter at least 15 days prior to auction. I'm not disputing that I'm late; but I never received any notice whatsoever -either by postal mail, email or phone- and wouldn't have even known they were going to auction my things if I hadn't called inquiring about my current bill. I called back advising ****** that this was the first time I was made aware of the pending auction and to please research the issue in case it was a mistake. ****** returned my call the next day (today April 21) informing me it was not a mistake and that my contents would be auctioned off unless I could pay by either tomorrow (Saturday April 22) or Tuesday morning (they are closed Sundays and Mondays, essentially leaving me only 2 days to come up with the balance). Moreover, I still don't know what my total bill is because all ****** provided me with in a voicemail was "$300" which I assume doesn't include whatever late fees and insurance costs have accrued. They have all my current contact information so there's no excuse for not notifying me properly, and in the past I've always been able to get caught up before enforcement of the lien via auction was necessary. Just about everything I own, including important medical and military records, are in there and I'm not going to allow Storage King to disregard the law and treat me as an afterthought. I feel Storage **** has left me no choice but to pursue legal action. Therefore I will be filing a formal complaint with the ******** Attorney General's **************************** on Monday if necessary to get this rectified.

  Business Response

  Date: 04/28/2023

  We followed all proper procedures with respect to ******** auction law. We have left the tenant two voicemails to call our District Manager back. We are going to try and offer an accord and allow him to move out. 

• Initial Complaint

  Date:04/04/2023

  Type:Billing 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 am writing to express my frustration regarding the handling of my Storage Kings account at your ********, ********* location. My account has been charged with several late fees, which I believe are unjustified. I have made numerous attempts within the past month to contact the property manager to resolve the issue, in fact I was charged additional late fees on the late fee. It's been very frustrating to experience such lack of customer care and communication. I have been attempting to pay my rent regularly, but have been met with uncooperative responses, and now I am being denied the ability to make payments on my account without settling the outrageous late fees charged.You can resolve this issue by removing the initial $20 late fee plus the subsequent late fees I was charged because the manager refused to call me back resulting in additional late fees being assessed to my account.

  Business Response

  Date: 04/05/2023

  The customer's late fees are valid, due to not paying in a timely manner. However, his concerns appear to be unanswered from the site manager at the time. As a one time courtesy, we have waived the late fees so he can catch up. 

• Initial Complaint

  Date:03/30/2023

  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 find it hard to believe that I have missed a payment and told that I have a $20 late fee when I have it set up on automatic payments from my bank. However that was what I was told today from your Office Manager at *********************************************************. She told me it never got there and or it was late. However my checking account shows it was paid on paid by my bank on March 15, 2023. I also paid 5 days at the beginning of my rental because on line there was no effective day to adjust on line. This office manager said she would try to adjust that date, however, I issue was conveniently dropped and was never adjusted. Why, just ensure there was a storage unit available for when I could get help to move my things in. I cannot do it by myself since I am handicapped.

  Business Response

  Date: 04/14/2023

  We have spoken to ********************* and he was upset about the time frame it took to get his account corrected by the store team.  On 10/22 ********************** was sent a rental increase letter.  His bank is the one that sends in his check monthly.  Unfortunately, they did not get the proper information about the Rent Increase.  Collection calls were made on 2/13,2/17, 3/8,39,3/27,3/28.  On 3/8 our Property Manager spoke with ********************** about the insufficient funds with regards to the missing funds for the rental increase in November. On 3/20 they had a similar conversation.  He is now caught up and Storage King USA is providing ********************* an invoice monthly to help him understand.  He did apologize as he said he may have missed the information about the rental increase.
  
  In speaking with ********************* today, he was upset about some of the charges he incurred along the way and why it took so long to get to the correct solution.  We explained that we understand how he was feeling and would apply a credit to his account and send him an email to make sure he is in good standing going forward.