Complaints

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

close

Find a Location

Prime Storage has 188 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

• 

  Prime Storage

  85 Railroad Street Saratoga Springs, NY 12866

• 

  Prime Storage

  65 Freemans Bridge Rd. Schenectady, NY 12302

• 

  Prime Storage

  100 Von Roll Dr. Schenectady, NY 12306

• 

  Prime Storage

  128 Dix Ave. Glens Falls, NY 12801

• 

  Prime Storage

  655 Route 9, Wilton Gansevoort, NY 12831

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:10/17/2023

  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.

  Rented a unit with them at the end of May 2023. A 10X30 unit in Queensbury NY. Less than 90 days later I visited the unit to retrieve some items and there was significant mold damage to items on the far side of the unit. I immediately took photos and reached out to the business. After some back and forth they scheduled for someone in their management to come and “confirm the items were actually in the unit” They then told me that a 3rd party would be contacting me about the claim. The 3rd party which they REQUIRE you to purchase insurance from. I was told this AFTER I had completed all of the previous paperwork for the unit. And sent over an emailed document to sign before I picked up the keys. The 3rd party company requested me to submit photos and explanation of the damage, which I had already done with the actual business. I submitted all of the information and photos. Almost one month later I’ve received an email denying the claim bc the damage was caused by mold that had “occurred naturally from the buildup of humidity” and was not the fault of the business. My belongings weren’t even there for 90 DAYS. I could understand if it had been in the unit for MONTHS AND MONTHS, or even YEARS. How is this legal? I don’t understand what service they’re offering? I could have paid to bring my belongings to the dump if I wanted to throw them away. The point of paying almost $300/month was so that I would be able to use these items again. Very frustrated. This needs to be handled in a professional manner.

  Business Response

  Date: 11/07/2023

  Thank you for bringing this matter to our attention. Tenant rented an outdoor storage unit. As outlined in her Rental Agreement Tenant was aware that there is a risk of growth of mold on her personal property and Prime does not warrant that the space is water tight or dry. Further, it is Tenant's responsibility to protect against mold on his/her own property. It is recommended that property be stored properly including wrapping it in plastic, Furthermore, if any property was brought into the unit in a wet or damp condition it may also grow mold/mildew. Please reach out if there are any further questions or concerns. 

• Initial Complaint

  Date:10/11/2023

  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.

  In December of 2022, my husband and I cancelled our storage unit with proper notice and moved all of our items out. On January 13th, 2023, my husband contacted Prime Storage to ensure we had no further payments that would need to be made and Yvette with Prime responded to the email on January 14th confirming we did not owe anything else on our account. On October 4th it was reported on my husbands credit that he was sent to collections for $83 for the storage unit we were told we had no further payments on. Nor did we receive any notices that we had a balance that was due and was going to be sent to collections. We now have to dispute the collection and have the proof by email that we should not have had a balance due. The collections notification stated that the account was opened June 16, 2023.

  Business Response

  Date: 10/26/2023

  Thank you for bringing this matter to our attention.  No further payments are due and the account has been updated to reflect such. Please reach out with any further questions or concerns.

   

• Initial Complaint

  Date:10/10/2023

  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.

  Completely moved out on 10-08-2023. Called Prime Storage ************** **** ********* **** on 10-09-2023 to close my account. They said they would close it once I took my lock off. I returned 10-09-2023 took photographs of the empty unit and took off the lock. I again called prime storage customer service and informed them and they said I was moved out and I requested they close my account. I was still charged $60 on 10-10-2023. I would like a full refund.

  Business Response

  Date: 10/24/2023

  Thank you for bringing this matter to our attention. Please be advised that a refund was issued on October 10, 2023. As such, we now consider this matter closed. If there are any further questions or concerns, please do not hesitate to reach out.

  Business Response

  Date: 10/24/2023

  Thank you for bringing this matter to our attention. Please be advised that a refund was issued on October 10, 2023. As such, we now consider this matter closed. If there are any further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:10/07/2023

  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 paid my storage payment of 256.65 and Prime took the money out of my account twice. I have called each day since this happened to receive a refund for the double charge and have been told an urgent email has been sent to management to review and refund . I was promised each time I called that a manager would be contacting me by phone and I have heard nothing from management. I want my refund of 256.65.that was wrongfully removed from my account and not be ignored until the next payment is due. This is not how you run a business and intentionally ignoring your customers after you have stolen from them is not acceptable.

  Business Response

  Date: 10/30/2023

  Thank you for bringing this matter to our attention. Please be advised that a refund was issued on October 30, 2023. As such, we consider this matter closed.

   

• Initial Complaint

  Date:09/28/2023

  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 was enforced to move my 1993 **** ***** ******** out of ****** ***** drive within 2 hours by the lexington Kentucky police. Online and found Prime Storage and a available unit close by as I was going to have to tow the suv. On the website I filled out the vehicle registration forms that prime storage required. They advertised a free months storage which I wasn't interested in right at first but became important as got more involved in this task. I had plenty of money for taking care of this issue. This is due to the fact that I am 100 percent service connected disabled veteran and receiving 6000 a month and I homeless at the time and had no bills. It became apparent that the police were going to be a problem with everything else. I say this because it is important for you to know that the police along with the tow truck driver and prime storage were all in collaboration as I found out later as this types of issues were occurring well after this incident. I decided to rent a inside storage building from Prime.
  In order to insure no tampering or theft of my business computer's equipment. Well it was about 10 pm and the entrance was open. The storage unit number on the website didn't exist and I had to call customer service line for help. It didn't exist. given the storage unit number and stuff online. I was at the last of the units still looking and noticed 2 parking spaces on the other side where they had reserved parking for storage vehicles had to the space. The driver was also being impatient as he was a off duty police officer. I should note that the storage facility was right across the street from the ****** *******  on ********* **. So I parked my **** at one of lesser park parking spaces outside as the storage unit didn't exist as the tow truck driver could vouch. I waited a couple of days and then thought I would call and set up payments arrangements etc... Well I called and they informed me that they had towed off my **** ***** ******** because it wasn't in the right location. They had all of my contacts information and never called me or my cousin.

  Customer Answer

  Date: 10/23/2023

  I don't see any point of continuing any more correspondence on this issue and any other issues with the Better business bureau.  Your procedure for uploading information do not work.  You cannot answer messages on any desktop computer as the links are blocked from being used.  This means that you have to maintain any type of evidence or photographs or documents have to be maintained on that device and none other you have only 30 minutes to answer and material is impossible to upload from your device and try to put it in a format as you have no option for leaving a link to evidence or other material makes this platform a consumer nightmare at best and I feel that any consumer resolution with this. You would be struggling with your process and procedure more than work on resolution. I'll seek another platform for resolution thanks 

  Business Response

  Date: 12/05/2023

  Thank you for bringing this matter to our attention. Customer was mistaken as to the unit number he rented and the facility staff made him aware of this. Further, he parked in another customer's space so his vehicle was towed as his information was not linked to that space and they could not identify that it was his vehicle.  When he notified the facility that it was his vehicle, they gave him the information to contact the towing company. 

• Initial Complaint

  Date:09/11/2023

  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.

  Hello, I am writing to ask for assistance with a company Prime Storage, specifically the property in Central Islip, NY 11722.
  
  First, they have a mold problem that they are not taking care of. Second, they claim on their website that they are "climate controlled" but then are telling tenants that they are not climate controlled but instead "temperature" controlled, which is not a thing - they are synonymous.
  
  For example, I sat outside the facility yesterday and spoke with multiple people who are being gaslighted by the company. Their advertising says clearly on the internet that they are "climate controlled". When you ask them about the mold, horrible smell, and humidity issue, they have sent multiple people a screenshot of a contract that says they are providing a "temperature" controlled facility, not climate control - I have spoken with managers at two other companies where I have storage and they balked and said there is no difference and there is no such thing as a temperature controlled storage facility, only "climate control". The point is moot, however, because the company markets themselves as "climate control".
  
  In speaking with other tenants at Prime, I understand that there was a flood a few months ago and, since then, everyone I spoke with yesterday has said they have mold all over their belonging and complained to management, receiving the same response - sorry, we are temp controlled, not climate and maybe cover your things. The thing is the coverings are what is full with mold - my late husband's guitar case, golf bags, luggage - things like my straw hat, baskets are teeming with mold. They also deny noticing the horrendous toxic smell when you walk in the first floor. I was in the facility yesterday with a newlywed couple in masks and spraying everything with vinegar while simultaneously throwing out bags and bags of their wedding mementos.

  Business Response

  Date: 09/22/2023

  Thank you for bringing this matter to our attention. We have tried to contact this customer numerous times but unfortunately her voicemail is full. Please reach out and we can discuss a resolution. 

• Initial Complaint

  Date:08/18/2023

  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.

  So I rented a storage space from Prime Storage at *** ******** ***** **** ************ ** ****** I had my things in there for one month and upon calling this establishment and asking them about my options for closing that account. I was told that there was an abandonment option that, I was able to have and the person I spoke to on the phone told me that I did have an option to abandon it without being charged and then the person told me that he would need to check on that to make sure and I also offered to bring the keys down there so they would not have to cut the lock and this happened at the time that I was working and I was about to go to work and I told him I would come down there on Monday to bring them the keys so they would not have to cut the lock and charge me for cutting the Locke. But they told me that they had to do it at that moment and that they had waited long enough for me to make a payment on that storage unit. They also told me that to store my stuff there it would be $20 but they ended up charging me $23. And they sent me a list of all of these things that, they are charging me for when none of this was in the agreement and I still have the agreement and I was not told about these things beforehand. And this is currently in dispute, and the establishment knows that this is in dispute until we can resolve this matter. I was treated unfair by not giving the option to abandon that storage unit after we spoke about it because they wanted to move forward and do everything that day that I had to work when they had waited a month or so prior to disagreement. So I would not recommend anybody to rent from this establishment because all they are trying to do trick people out of money and I will be moving forward with disputing this charge of $222. Only had the storage unit for a month which was only supposed to be $20 I feel like, I will not be recommending any of my friends to ever rent from the storage unit facility.

  Business Response

  Date: 08/28/2023

  Thank you for bringing this matter to our attention. Mr.
  ****** signed a Rental Agreement with Prime on April 29, 2023.  He failed to make rent payments for July and August. Due to nonpayment, Mr. ****** was charged fees in accordance with the terms of
  his signed Rental Agreement (see Page 1 of the Rental Agreement). Furthermore,
  the facility offered to hold Mr. ******** items for 30 days free of charge. Mr.
  ****** can  pick up his items during office hours
  by September 4, 2023. If there are further questions or concerns, please do not
  hesitate to reach out.

• Initial Complaint

  Date:07/25/2023

  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.

  On April 8th of 2023 I rented a drive up storage unit from Prime Storage located at 20210 E Smoky Hill Road, Centennial, CO 80015.
  
  I stopped by the unit 3 months later on July 8th. I noticed that there was obvious water damage on some boxes against the back wall. The bottoms disintegrated, revealing the floor to be completely wet.
  
  I thought rainwater had entered from the door of the unit, flowed towards the back, and collected there. However, there was NO evidence of that whatsoever.
  
  I moved all the boxes off the back wall, and was astonished to see at least six gaps between the cinder blocks, wide enough to show daylight through. Water has been entering this unit thru these cracks, as the wall itself is damp at eye level, there is mold and lime residue on the wall above floor level, and again, moisture, dampness and water damage to my boxes and the paperwork they contained.
  
  I spent over 4 hours moving items around, re-packaging and re-positioning items to get them out of harms way. Being 100% disabled, this was both painful and exhausting.
  
  On Monday July 10th (the next time the front office was open), I notified Ian, who took pictures, and told me he would notify management.
  
  I have stopped by the front office at least twice since, and spoken with the site manager Ray. He has informed me that there is another unit of similar size close by that they would allow me to move into.
  
  As I am 100% disabled, I had to hire labor to move my items into this unit.
  
  I expect to have Prime Storage either:
  A) provide the labor to move items into the new unit,
  B) compensate me for my labor cost if I need to hire labor for that move
  C) fix the unit so that water does not enter freely before the next rain
  
  In all cases, I don't feel paying rent is fair until Prime management has contacted me and we have reached a resolution.
  
  I have yet to receive any contact from anyone whatsoever at any level with Prime whether via call, text, email or snail-mail.
  
  Thank you.

  Business Response

  Date: 08/07/2023

  Thank you for bringing this matter to our attention. The District Manager spoke to tenant on July 27, 2023 regarding his concerns. As such, we consider this matter having been resolved as of that date. If there are any further questions or concerns, please do not hesitate to reach out. 

   

  Customer Answer

  Date: 08/11/2023

  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.

  Regards,

  **** ******
   

  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/19/2023

  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.

  My monthly payments are not set up for auto pay and on 7/19/23 payment was drafted from my checking account without my permission.

  Business Response

  Date: 08/02/2023

  Thank you for bringing this matter to our attention. The General Manager at the facility spoke with the tenant on July 20, 2023 and explained that tenant had added her card on for autopay and may have not removed it properly. Tenant confirmed that she understood. As such, we consider this matter having been resolved as of that date. Please reach out if there are any further questions or concerns. 

• Initial Complaint

  Date:07/16/2023

  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.

  On 6/30/2023 I rented a unit online at Www.goprimestorage,com. Chose a monthly special for $71/month for a 10x10. First month was free but I did pay a $29 admin fee. I visited office on 7/3/2023 and the customer service person told me I would need cylinder lock although the website and my paperwork said a disc lock would work. She also told me that I would need to provide declaration page of my renters policy or else I would have to purchase their coverage. I had provided my State Farm policy number during online application process but she said I would still have to provide declaration page. I was not allowed to enter lot until I provided. I emailed my declaration page on night of 7/3/2023. I Returned to facility to check in on 7/8/2023. The guy gave me my unit # and gate code to enter. I added my cylinder lock and left. I have yet to add items to this unit. I learned today that I have a charge on my account of $15.50 for coverage (theft/damage). I was told this charge is because of me not providing coverage for the unit. A “pro-rated policy” amount they called it.
  My complaint is that I provided my State Policy policy number on 6/30 with no request for a declaration page until I visited the facility so I should not have to pay for their policy. I had no need for their coverage. I need assistance in contacting this facility as their customer service and their application process doesn’t seem to match. ***** *****

  Business Response

  Date: 08/02/2023

  Thank you for bringing this matter to our attention. As proof of insurance was provided, Tenant was refunded her PPP fee on July 18, 2023. As such, we consider this matter as having been closed on that date. if there re any further questions or concerns, please do not hesitate to reach out. 
  

  Customer Answer

  Date: 08/02/2023

  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. 
  
  Regards,
  
  ***** *****