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.

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Storage King USA has 9 locations, listed below.

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  Storage King USA

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

• 

  Storage King USA

  4553 Johnston Parkway Cleveland, OH 44128-2954

• 

  Storage King USA

  4850 W Western Ave South Bend, IN 46619

• 

  Storage King

  1339 Belcamp Rd Belcamp, MD 21017

• 

  Storage King USA

  430 East I-10 Seguin, TX 78155-1419

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:03/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  To whom it may concern,I am a new customer who started renting unit#**** at the Address: *****************************************************. in January. I got the unit with the promotion 3 months price something to the nature. I spoke to a gentleman afterwards when the time came for my 1st payment after I made the payment he assured me my next payment wasnt due until April. I told him i would set up auto pay by the end of march. Then I recieved a call saying my payment was due on 3/11/2023 and there was a late fee charged to my account. I paid this immediately and set up auto pay. I called and spoke to the manager at ******* office her name was *******,when I asked if the late free can be waived as a one time courtesy due to the wrong information the representative gave to me regarding my next payment due date. ******* was very unprofessional, rude most of all. she was talking over me not listing to my concerns or understanding what I was trying to explain to her. I am very disappointed with the way we as customers are being handled here. we have no contact information for corporate ************** refuse to give this information to the customers. we are getting the run around when we have complaints and need help with storage questions and needs. we shouldn't have to be stuck with people answering our calls and don't have the answers to our questions and concerns. ******* kept telling me that this is what I have to deal with because there aren't any other resources from me to choose from. she then told me she would have ***** the district manager reach out to me I haven't heard from him since 3/13/2023. I spoke to ******** she told me the same thing. I still haven't heard from *****. I called again today still nothing I spoke to *****, she told me the same thing but said she will escalate this. I also spoke to a Moress 4 people and no resolution. would like a credit for the $20.00 late fee applied to my account. ******************** ************

  Business Response

  Date: 04/05/2023

   We strive for 100% customer satisfaction and are sorry to hear of your difficulties with your storage. As a one-time courtesy, we will deduct the late fee from the next month's rent, which is due on 4/7/23. 

  Customer Answer

  Date: 04/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********************************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/09/2022

  Type:Product 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.

  On Fri, Dec. 2nd I rented a storage unit from Storage King via their online process. I received an email with a code for the gate and a storage unit number (*****). I went to the storage yard. There was no answer at the office door and no one answered the phone, though the sign said that it was currently office hours (about 3pm). The gate to the storage yard was wide open. I drove in and found my unit. I had rented a 10'x20' unit but ***** is much smaller. Perhaps 5'x16'. I also saw a storage unit that was left open with what looked like trash pouring out of it. It was a depressing sight. I drove back out the gate and parked by the office again. By this time there were several other people there and still no answer at the office door. I called the office number again and left a voice message letting them know that the storage unit was not the correct size and requesting them to call me back and sort it out. This all happened within an hour of me renting the space online.On Monday afternoon at 3:04pm I received another email from Storage King. It was not a response to my phone message. It was just a verification that they'd received payment.On Tuesday morning I responded to the email explaining again that the storage unit was not the size that I had rented, and also detailing that the gate had not been secure, the office had not been attended, and that there was garbage in the driveway. I asked for a refund. I received no response.On the morning of Fri, Dec 9 I again emailed, this time stating emphatically that I wanted a refund or I would contact the BBB. A couple hours later I got a call from *********************. He said he's the property manager. He asked what time I'd made the lease. He said he'd talk to his manager. Soon after I got an email from him saying they were denying me a refund because it had been more than 72 hours.This whole thing stinks. They never even addressed that the unit is the wrong size. Thank you for your help

  Business Response

  Date: 01/03/2023

  I am looking into the details of this complaint. I have reached out to the District Manager. We do have strict rules regarding moving out of a unit prior to 72 hours if a unit is no longer wanted. We would ask that the tenant email me at *********************************** so we can continue the dialogue. 

• Initial Complaint

  Date:09/26/2022

  Type:Product 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 rented a storage unit but was unable to gain access to it, due to being given the incorrect access code (transaction details below). Since I wasn't able to unload my belongings on the day that I needed to, due to not having access to the storage unit, I had to rent another unit from a different storage company. I've called the store multiple times to get a refund since 6/1/2022. The store agent, ***************************, has been giving me the run-around for almost 4 months now. It's always "I'll call you back" or "someone will call you back" and neither has happened. As a result, I'm needing assistance in receiving a refund of what I paid since I never received the service.- Date of transaction: 5/28/2022 - Store Location: ************************************************************** - Store Phone: ************ - Amount of refund requested: $83.00

  Business Response

  Date: 09/29/2022

  ************, 

  I believe our District Manager has reached out to provide a response and solution for you. I believe a refund is in process. Apologies for the frustration. Please reach out to us at ******************************** if you have any further issues.