Business Profile

Storage Units

Prime Storage

Headquarters

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Complaints

This profile includes complaints for Prime Storage's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

148 total complaints in the last 3 years.
60 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.

Initial Complaint
Date:06/23/2025
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 put an application into this business but immediately cancel the unit. Problem is they charged my card after I cancelled. I have been trying for days to get a refund but they are not processing it. Just giving me the run around. Could you please help me out here
Business Response
Date: 06/24/2025
Thank you for bringing
this matter to our attention. A refund for $165.42 was processed on 6/20/25. We
apologize for any inconvenience and thank you for your assistance in resolving
this matter. If you have any further questions or concerns, please do not
hesitate to reach out.”
Initial Complaint
Date:06/12/2025
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 was renting a storage unit from the facility, my unit was broken into by a felon whom the employees knowingly were allowing live in a storage unit under their very own “policy” he stole and sold $14,000 worth of sentimental and irreplaceable items. The company’s insurance claim adjusters have only offered me a flat rate of $3000, I have stated I am filing suit for the: negligence of employees of their own written policy, the amount priced of my stolen irreplaceable items, my time, my own money I’ve had to spend to receive the documents the insurance company was requesting, and the suffering I will endure due to the sentimental irreplaceable value of my items that were stolen under the surveillance of the employees of this company. I have notified the insurance company that I will not file suit if I am to be paid the “used” prices amount of my stolen items, amounting to $7,236.75. Police reports and arrests I obtain along with photo evidence of the employee negligence of their own policy will be submitted along with the facility’s own camera footage revealing the daily interactions of the employees and the individual with felony charges living, unhealthily, in a storage unit and breaking into others with accomplices.
Business Response
Date: 06/19/2025
Thank you for forwarding Ms.
********’s concerns.Prime Storage strongly
disagrees with Ms. ********’s claim that it somehow permitted a felon to live
at its storage facility.To the contrary, Prime
Storage does not allow anyone to reside at its storage facilities, and it
specifically requires all customers to agree to the following restriction set
forth in Section 7 of its lease agreement:“There shall be NO HABITABLE
OCCUPANCY of the Space or the Facility by humans or animals of any kind for any
period whatsoever and violation of these prohibitions shall be grounds for
immediate termination of the Rental Agreement.”Moreover, Prime Storage is
not liable for any theft that may occur on its premises. Each customer
agrees to the following limitation of liability in Section 13 of their lease
agreement:OWNER IS NOT A WAREHOUSEMAN
ENGAGED IN THE BUSINESS OF STORING GOODS FOR HIRE. OWNER SHALL HAVE NO
OBLIGATION TO EXERCISE ANY CARE, CUSTODY OR CONTROL OVER OCCUPANT'S PERSONAL
PROPERTY. OWNER ASSUMES NO RESPONSIBILITY FOR ANY LOSS, DAMAGE OR CASUALTY HOWEVER
CAUSED TO SUCH PERSONAL PROPERTY. OCCUPANT RELEASES OWNER, ITS
EMPLOYEES, AGENTS, SUCCESSORS, AND ASSIGNS FROM ANY AND ALL LIABILITY FOR
PERSONAL PROPERTY DAMAGE OR LOSS OF PERSONAL PROPERTY; FOR DAMAGE OR LOSS FROM,
AS EXAMPLES, FIRE, WATER, THE ELEMENTS, MOLD OR MILDEW, ACTS OF GOD, THEFT,
BURGLARY, VANDALISM, MALICIOUS MISCHIEF, MYSTERIOUS DISAPPEARANCE, AND RODENT
OR VERMIN DAMAGE; OR THE ACTS OR FAILURE TO ACT OR NEGLIGENCE OF OWNER, ITS
EMPLOYEES, OR AGENTS.Nevertheless, Ms. ********
was enrolled in a protection program that afforded her up to $3,000 of
protection against theft. Ms. ******** submitted a claim, and was offered
a payment of $3,000, but she declined this offer. Prime Storage remains willing
to resolve this matter in exchange for $3,000.Thank you for your assistance
in resolving this matter.
Initial Complaint
Date:06/10/2025
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.
Complaint Title:
Deceptive Insurance Practices and Theft Incident – Prime Storage, Dallas, GA (Space **)

Complaint Description:
I am filing a complaint against Prime Storage at 9088 Dallas Acworth Hwy, Dallas, GA, regarding a theft and denied insurance claim. Since February 2024, I have rented Space ** to store my 2021 ***** *** ****** *** ** camper. As part of the rental agreement, I was required to pay $17/month for insurance, which I have consistently paid.

On February 14, 2025, I discovered the spare tire and rim had been stolen from the trailer, which had remained in place since May 19, 2024. The trailer was backed into the tree line, a camera blind spot, inside a gated facility I trusted for security. I reported the theft to the on-site manager, Scott A*******, and submitted a claim (No. ***/*******) through ** ******** the third-party insurance administrator, including photos and a repair estimate.

I was shocked to learn that the required insurance does not cover theft or damage to the trailer or its components. I was told I should have purchased separate insurance, despite being obligated to pay for theirs as part of the lease.

This raises serious concerns:

Deceptive insurance terms: I was never informed the required insurance did not cover theft. If it provides no meaningful protection, why was it mandatory?

Negligence: The facility failed to protect my property, even though it's gated and supposedly monitored.

Lack of accountability: I was misled into paying for a policy with no value—this is deceptive business practice.

I am seeking either:

Reimbursement for the stolen tire and rim ($374.43), or

A full refund of the insurance premiums paid since February 2024.

I’ve attempted to resolve this directly with Prime Storage, but no satisfactory resolution has been offered. I request the BBB’s assistance to resolve this matter.

I have uploaded the Police Report, a document showing I paid an insurance premium, and the denial.
Business Response
Date: 06/23/2025
Thank you for alerting us to
Mr. ******’s concerns.
Prime Storage re-submitted
Mr. ******’s insurance claim, and his insurance claim has now been approved by
the insurance carrier.
We are pleased that we were
able to rectify this matter.
Thank you for helping achieve
a resolution.
Initial Complaint
Date:06/07/2025
Type:Customer Service 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.
I rented unit **** on 10/26/2024 about a month later, I noticed mouse droppings on my items and in the unit. When I inquired about it, I was told that another customer who has a unit somewhere behind me had stored food in barrels and that caused a problem. Had I not asked nothing would have been said. I was told I could move to another unit and not be charged. I was told to send and email with pictures but no one responded, I finally had to send messages on ******** and via messenger threatening to file a complaint and they a worker from the Facility call me, I was given a credit for one month, but now it is beyond that! On one visit after finding more mouse dropping, I spoke to the person at the desk who turned out to be the Manager, he claimed he had no idea about the issue I was having. I was supposed to go in on a Saturday and he was going to go through the Unit with me but something came up and I was unable to. On the majority of my visits I find droppings, on 06/04 I found more and I went to the desk to complain. I was shown a new unit, but when I was told that I would have to pay to move, I said I would send another email and hopefully under the circumstances, that would be waived. I am on autopay and I have never missed a payment! The rate even went up since I have had the unit. I have sent two emails and 2 messages via messenger and no one has responded! I am hoping, with your assistance to have this escalated to the Corporate Office or someone who is above the current manager at the location. I cannot afford to move my stuff out just yet, which is why I was willing to move to the 2nd floor. At this point, I am respectfully requesting that this issue be resolved and handled accordingly, as it can cause health issues. I will add that the employees have been nice, but they are not doing enough and the managers don't respond to emails.
Business Response
Date: 06/20/2025
Thank you for forwarding Ms. ********'s concerns. Prime Storage believes we have reached a resolution acceptable to Ms. ******** which will be finalized with Ms. ******** as soon as she is available to meet with us. We look forward to finalizing the resolution and we thank you for your assistance in resolving this matter.
Customer Answer
Date: 06/20/2025
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. I was contacted directly by the District Manager and we were able to solve the matter. I will also have the opportunity to reach out to her if anything else happens. Thank you BBB for assisting in getting this matter handled.
Regards,
******** ********
Initial Complaint
Date:06/04/2025
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.
This is a storage unit business.

They're claiming we moved out of our unit over a full month after when we actually did. During our move out, we predominately communicated with them in-person. They seem to be taking advantage of us not having a paper trail and are trying to gaslight us with their own mistake ridden 'note' system. This system has proven to be faulty as we even got locked out of our unit early and had to break the lock to get in while we were still actively paying to use the unit. We even asked them to check the camera's so they could see when we actually did move out and they refused.

This also is from a year ago and we have not received a single bill from them and didn't know we had an 'outstanding balance' until collections called us.

The woman on the phone told us this has happened to other customers as well, so this seems to be a habitual mistake on their end. The repetitive nature of clerical errors makes me think this isn't a 'mistake'.
Business Response
Date: 06/16/2025
Thank you for forwarding Ms.
*******’s concerns.
Prime Storage has researched
its records, and it has confirmed that no additional amounts are owed by Ms.
*******.
Accordingly, no further
collections efforts will be taken on Ms. *******’s account.
We have communicated this
resolution directly to Ms. *******, and she was pleased with the result.
Thank you for your assistance
in resolving this matter.
Initial Complaint
Date:06/03/2025
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 a climate controlled storage unit and my items were ruined by mold. I was informed by employee working that insurance through storage unit would cover. I submitted my case and it was declined saying they don’t cover mold or mildew that was not negligence on company behalf. I disputed claim by submitting more evidence of negligence and never heard back. I’ve contacted insurance company and storage company numerous times and have received zero responses back.
Business Response
Date: 06/05/2025
Please
be advised that we have received your correspondence dated June 3, 2025,
relating to the above-referenced matter. Thank you for bringing this matter to our
attention.
I
have enclosed a copy of (1) Ms. ********’s Rental Agreement, and (2) the terms
and conditions of the applicable Prime Protection Plan.
As
you can see from the yellow highlighted portion of the Rental Agreement, Ms.
******** acknowledged that Prime Storage cannot prevent mold and mildew inside storage units. Specifically, Ms. ******** agreed that Prime
Storage “shall not be liable and is hereby released from liability for
mold/mildew on occupant’s Personal Property from whatever source and no matter
how it occurs.” (Please see Section 20 of the Rental Agreement.)
Moreover,
the terms of the Prime Protection Plan state that losses from mold and mildew
are not covered. (Please see Section 4
of the Prime Protection Plan Addendum to Rental Agreement).
Because
Prime Storage cannot be held responsible for any mold or mildew that may have
impacted Ms. ********’s storage items, no further action is warranted in this
matter.
Thank
you in advance for your time and consideration. If you need further
information, please do not hesitate to contact me. I can be reached at ###-###-####.
Initial Complaint
Date:05/29/2025
Type:Product 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.
I am owed a $36 refund for three months of overcharges by Prime Storage. I went in person to the office several times, made several phone calls, and sent several emails requesting my refund. I was overcharged $7 in Feb 2025, $7 in March 2025, and $22 in April 2025.

I have an email from the manager, Isiah B****, on April 10 verifying that my rate was $60 in Feb & March and was going to be $74 beginning April 2025. I was billed $67 for both Feb and March and $96 for April.

I was also told that the $74 quote I had in writing could not be honored at all going forward. We have since vacated the unit after this unscrupulous business practice by Prime Storage.

I am attaching a recap of all the timeline of all issues and lack of response by Prime Storage since the overcharges began. It was sent to Isiah B**** by email on May 10, 2025 and as of today (May 29, 2025) I have never received a response.
Business Response
Date: 06/02/2025
To Whom It May Concern,
Thank you for the opportunity to respond to the complaint filed by Ms. **** *******.
Ms. ******* was a tenant at our facility and received a standard rental rate increase as part of our routine pricing adjustments. After expressing dissatisfaction with the increase, we reviewed her account and, in an effort to reach a fair resolution, made a series of adjustments to reduce her rental rate.
Ms. ******* then requested a retroactive refund for the difference between the original increase and the adjusted rate. While we understand her concerns, our pricing policy does not allow for refunds on past rental payments made prior to any adjustments. We communicated this to her clearly and applied the lower rate moving forward as a gesture of good faith.
Additionally, Ms. ******* was enrolled in our Protection Plan after her personal insurance coverage had expired. As outlined in our rental agreement, once a tenant’s personal policy lapses or expires, our Protection Plan is automatically applied to ensure the unit remains covered. Charges were only assessed for the period during which our coverage was active, and we provided clear explanations about these charges.
Throughout this process, we have made genuine efforts to assist Ms. *******, address her concerns, and offer solutions within our policy framework. Despite our efforts, she remained unsatisfied with the outcome. We are always committed to providing transparent and respectful service to all tenants and will continue to do so.
attached is notes on the account when situations arose. If further clarification or documentation is needed, I would be happy to provide it.
Sincerely,
Isiah B****
Customer Answer
Date: 06/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company falsely states they charged an appropriate amount for insurance that was not warranted or approved. I sent the insurance proof from USAA on Jan 29, 2025 but they billed me $7 additional above my $60 rate for both Feb and March. Proof of email with attachment sent is provided.On April 14, 2025 Prime Storage sent an email quoting a new $74 rate, but on April 29, 2025 they billed me $96. The billing amounts they charged are in direct opposition to their statements, and to their emails.

Regards,

**** *******
Business Response
Date: 06/09/2025
Thank you for forwarding Ms.
*******’s comments.
Prime Storage notes that Ms.
******* recently charged back the $22 at issue with her credit card provider.
Although Prime Storage
disagrees with Ms. *******’s position, as a gesture of goodwill, Prime Storage
will not dispute the $22 chargeback.
We trust that the $22 refund
to Ms. *******’s credit card resolves this matter.
Customer Answer
Date: 06/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. They accepted zero responsibility for their overcharge even though I provided proof of their quoted rate. They stand by my 62% rate increase as being normal business practice, and their only concession is that they won’t dispute the credit card charge back I rightfully submitted. Prime Storage conducted themselves poorly and lost a client who had been at that facility for 16 years until they took over and did not honor agreed to pricing.

Regards,

**** *******
Initial Complaint
Date:05/19/2025
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.
Monday may 19th when movers from the navy DTS were entering my unit to collect my belongings, they noticed mold. The movers justly refused to deliver the goods. The office kept insisting the only reason these things have damage was the fact that I must've packed them soaking wet. To put it in perspective the items were packed in June of 24’. The items were still wet. We insisted that there must be a leak and that it would fall onto the company and not us being as they forced us into an insurance plan which states “The Prime Protection Plan has no deductible and provides coverage for certain losses, including theft, vandalism, water damage due to roof leaks, and fire/smoke damage, among other claims.”. We believe we should be reimbursed for the items that were held in the storage unit.
Business Response
Date: 05/22/2025
Thank you for bringing this matter to our attention. The District
Manager has been in touch with Mr. ****’s wife to advise that a claim can be
filed. If there are further questions or concerns, please do not hesitate to
reach out.
Initial Complaint
Date:05/09/2025
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 a storage unit with prime storage. September 2023. Everything was good
I was admitted to the hospital near death 111/2023- 6/2024. I was late paying during the month of January, February. 2024 But I notified them that I was in the hospital admitted. And I will pay the next month over March 2024 my items were sold. I spoke to the manager multiple times and was not notified of a pending sale of my items. I never received notice of this by phone or email. Or US mail. When I learned how to walk again I went there to pay my payment I was told my things were sold for the payment I owed. Now I am being charged again for the same payment and it is sent to my credit report. I feel it shouldn’t be there because they sold my things for that same payment.
Business Response
Date: 05/15/2025
Thank you for bringing this matter to our attention. We have removed Ms. ***** from collection and she should not receive any further collection calls. We apologize for any inconvenience. If there are further questions or concerns, please do not hesitate to reach out.
Initial Complaint
Date:05/02/2025
Type:Service or Repair 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.
Prime offers a $100 gift card for a referral. I referred my daughter, ****** ********. We are now customers, but there is no way to sign up for the referral perk. It seems bogus.
Business Response
Date: 05/06/2025
Thank you for bringing this matter to our attention. The Facility Manager has been in touch with Ms. ***** and explained the process of how to receive the promotion. If there are further questions or concerns, please do not hesitate to reach out.
Customer Answer
Date: 05/06/2025
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,

***** *****

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