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Business Profile

Storage Units

Prime Storage

Headquarters

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 148 total complaints in the last 3 years.
    • 60 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:07/04/2023

      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 moved out of their **** ******* facility over 3 months ago and I'm still being charged monthly. I've contacted them after every charge and each time they tell me they'll take care of it. Not only do I not receive a refund, but they don't terminate my account and still charge me the next month. Each month they charge me almost $200, even though I moved out over 3 months ago. My unit was ***.

      I'm honestly not sure what else to do at this point so I figured I'd file a complaint here and hope someone higher up sees it. I didn't want to have to file a charge back each month on my credit card, but that may be my only option.

      Business Response

      Date: 07/11/2023

      Thank you for bringing this matter to our attention. A refund was provided to the customer on July 5, 2023. As such, we consider this matter as having been resolved on that date.  If there are further questions or concerns, please do not hesitate to reach out.

    • Initial Complaint

      Date:06/07/2023

      Type:Service or Repair 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.
      On June 7, 2023 I called Prime Storage to see if my payment went thru this morning. Ru answered the phone at Snellville, Ga location, but she wouldn’t tell me if my payment went through or not!!!

      I thought this was horrible customer service, and I deserve 1 free month for all the hassle, and all late fees dropped.

      Business Response

      Date: 06/22/2023

      Thank you for bringing this matter to our attention. When customer called, she did not confirm her name. The customer service agent asked for her name in order to pull up the account and provide accurate information. If there are any further questions or concerns, please do not hesitate to reach out.

    • Initial Complaint

      Date:06/01/2023

      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 have a unit in the Central Islip, NY storage. I have called them for two weeks straight regarding if prorate charges can be made since I am moving out 5 days from payment due date. I have not as of yet received a call back from anyone. The Customer Service is horrible as every time I call they tell me they will send upper management an email and rush me off the phone. I will not recommend this place due to lack of communication. Not to mention they never see any emails sent to upper management regarding my request.

      Business Response

      Date: 06/13/2023

      Thank you for reaching out regarding this matter. The tenant reached out stating that she needed an extra week to vacate her unit due to scheduling changes with a house closing.  Per the terms of the rental agreement, Prime does not pro-rate Occupancy charges or issues refunds for partial month occupancy, however, as a gesture of goodwill, Ms. ***** late fee was waived, and she was provided with a discounted rental rate. As such, we consider this matter resolved. If there are any further questions or concerns, please do not hesitate to reach out.

    • Initial Complaint

      Date:04/24/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Place of Complaint: General Manager
      Prime Storage - Marietta Delk Rd.
      **** Powers Ferry Place SE
      Marietta, GA 30067
      ###-###-####

      On April 19 I purchased a storage unit and paid extra for 24 hour storage so that my movers were able to drop off my items after hours. I checked twice with the front desk to make sure the code I was given worked. I authorized my uncle to be the one to have access and let the movers in. When they came on April 20 around 11:30-12pm my uncle told me the code was not working and he tried it several times. They were never able to get into the gate and my uncle had to give the movers 200$ to put them in a hotel. They claim that a customer was able to get them through the gate per their cameras but my uncle claim they could never get in. This also inconvenience the movers so they are looking for an inconvenience fee. When I called to the front office an “Amanda G****” answered the phone told me a district manager was supposed to reach out to me. A man by the name of Randy K******** to which she changed the name to Randy T********. I believe this was a lie and no one ever contacted me today (April 24). I want some form of reimbursement.

      Business Response

      Date: 05/04/2023

      Thank you for bringing this to our attention. We sincerely
      apologize for the inconvenience. Please be advised, that as a gesture of
      goodwill, we provided a one-time refund of one month’s rent, PPP, and Prime
      Access and ensured that tenant will have access moving forward. If there are further
      questions or concerns, please do not hesitate to reach out.  

      Customer Answer

      Date: 05/05/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok. I would like to know how the refund will be given and when? And what is the PPP they are offering?

      Regards,

      ******* ********
       

    • Initial Complaint

      Date:03/25/2023

      Type:Service or Repair 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 rented a unit last May 2022 when I moved from Alabama back home to SC. I became I'll in July 2022 and was in and out of the hospital a total of 40 days until my surgery on Nov 17, 2022.
      I was unable to work from July 2022 until March of 2023. I fell behind each month but my daughter, other family members, ex sister in law, and my best friend of 40 years all helped as much as they could to help me pay the rent on A2. I fell behind in December and January 28 I was 30 days delinquent. My daughter spoke to Melody, the manger at the Summerville location . My daughter was ALWAYS a point of contact to any and all matters concerning my unit. Melody told my daughter that as long as I paid before March 25, 2023, I would be fine and it would not be auctioned off. I called on Monday March 20 to find out if prime storage would take a reduced final payment if I paid it a f move it all out in 24 hours. The woman I spoke to, sherry said she would have to check and get back in touch with me. I got dropped off at work a few mins early ( my second day) And I was reading my email.. when I saw that sherry had informed me my unit was auctioned the day before. I felt like someone had shot me. Through this illness, I have lost my job, my home, my vehicle I cant afford to get fixed. I had NO income coming in and I was trying to work against my surgeons advice.
      I have worked in storage for the past 10 As a property manager and I know the SC lien laws and I have called my tenants each week when their unit has or is going to auction. NOBODY called me or my daughter even though melody told my daughter MY UNIT WOULD NOT BE AUCTIONED IF I PAID BY MARCH 25, 2023. I tried And I begged, BEGGED sherry to contact the bidder on my behalf and I would pay him/her for what they paid for the unit. That was all I HAD LEFT and I told melody every time I spoke to her that I would NEVER let it be auctioned.
      The unit contains some of my late parents belonging, my kids, and grandkids.!!!!!

      Business Response

      Date: 04/12/2023

      Thank you for bringing this matter to our attention.  Upon review, we have determined that Ms. ********
      was in default under the terms of her rental agreement.  As such, the unit was sold in accordance with
      the terms of the rental agreement and South Carolina Lien Law.  Leading up to the sale, we reached out to her
      by phone, email, mail and automated text messages using the contact information
      we had on file to alert her to the upcoming auction.  If there are further questions or concerns,
      please do not hesitate to reach out.

      Customer Answer

      Date: 04/15/2023

      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.
      Regards,

      ***** ********








    • Initial Complaint

      Date:03/23/2023

      Type:Service or Repair 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 have been renting at the Lindenwold location for just over two years now, since January 14th 2021. I had no issue other than the unreasonable price increases up until January 9th 2023. On January 9th I had gone to retrieve something from my unit and when I did I discovered an unfathomable amount of rodent urine and feces all over my belongings! Mind you for the two years I was renting there I had been to and from my unit numerous times and this was not an issue, the most recent visit to January 9th being late October/ early November 2022. Once I saw the damage I immediately notified the customer service call center and notified Colleen at the front office the following Monday since it was a weekend. I was assured that they were taking the matter seriously and an insurance adjuster would be in touch. I finally got an email from the insurance department a week later. It's worth noting the the adjuster is in the UK so a discussion by phone is next to impossible between the time change, and a normal work schedule. The adjuster asks that I go to the unit, take pictures of all of the damaged property and research the retail value along with reimbursement value. Going through the unit itself took an entire day, and the following research took about a week and a half to two weeks. I sent all of the pictures to the adjuster along with a very fair reimbursement price and after a week or two of waiting I finally got a settlement offer of $500 for thousands of dollars worth of damage. I have now been going back and fourth with Colleen and customer service for going on four months and have only heard from the DM Archie once about a month ago with the promise of a call back that never came. It has also come to my knowledge that Colleen has personally tampered with the clam by stating to Archie that I had food in my unit that attracted the rodents. This statement is completely and utterly false as the most that was in my unit in the way of food was an air fryer that had some residue from cooking that had been in that unit since the beginning in January 2021. There was not a rodent problem for two whole years prior to this discovery. I have also tried to be fair in the way of if they don't want to pay for the reimbursement of the property lost I would settle for a refund of the rent paid up until this point. It's also worth mentioning that there was not a single rodent trap on this property until after the complaint was made. While going through my damaged property myself and the people helping me had to wear face masks, rubber gloves, and sterile booties just to handle the items due to the amount of excrement. We discovered a rotting rodent carcass in the unit as well. Colleen and prime's solution to this issue was to move me to a different "cheaper" unit directly next door to the one I had been renting for two years so they could disinfect the one with the rodent problem. This unit was promised to be given at the starting rate of $119 which it was for the first month, the second month it shot back up to $259 the following month.

      Business Response

      Date: 04/11/2023

      Thank you for bringing this matter to our attention. While
      we can appreciate Ms. *********’s concerns, the monthly rent has been under
      market rates and was identified to be increased in the normal course of
      business after providing notice in accordance with the lease agreement.

      Per the lease agreement, “occupants are solely responsible to
      set, maintain, monitor, and dispose of any insect or rodent attraction/
      repellant/ trap devices occupant deems necessary to protect their 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 rodent or vermin.”

      Furthermore, occupant agreed not to store personal property with
      a total value in excess $500.It was agreed upon that her claim would be paid
      out to maximum limitation of value of $500 in the lease.

      If there are further questions or concerns, please do not
      hesitate to reach out.

    • Initial Complaint

      Date:03/03/2023

      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 have been using storage for over ten years. Sadly, the storage company I LOVED and never gave me reason to complain closed off renovations and I was forced to choose another place to store. I came here. After three months, this company DOUBLED the rate I signed up for and told me it was in the contract they could do this at their discretion. When I mentioned that my unit was still being advertised at the rate I started with they said “they’re allowed to attract new customers”. This is what’s called a bait and switch.
      After months of paying this rate causing me hardship I eventually ran late. When I called to ask them to remove the $45 fee because I had prepaid in the past and I’d never been late before, they refused.
      I was told they could see what they could do once I made my payment and the late fee. After no response, I called complaining and asking to speak to someone reasonable but was still refused return of the late fee. In fact, three days later I was opening another letter stating there’s be another increase in rent.
      There is NO WHERE to go in this company except to catch up and MOVE OUT.
      I’m hoping to save someone the hardship this company seems passionate about causing me. Please don’t do business with them.

      Business Response

      Date: 03/17/2023

      Thank you for reaching out regarding this matter. While we
      can appreciate Ms. *******'s concerns, her monthly rent has been significantly
      under market rates and was identified to be increased in the normal course of
      business after providing notice in accordance with her lease agreement.
      Nonetheless, management has worked with Ms. ******* and offered a rate
      adjustment. In addition, as a gesture of goodwill, her late fees have also been
      refunded. As such, we consider this matter resolved. If there are further questions
      or concerns, please do not hesitate to reach out.

    • Initial Complaint

      Date:02/24/2023

      Type:Product 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 a U.S military member and so is my ex. He is currently deployed and I wanted to put his stuff in storage. Someone lied to me over the phone and told me I was able to do it as long as I had him sign the paperwok and sent in all his docs. I went ahead and had him sign and send the documents over. However, the property manager told me last min that I was not able to move forward after I had already paid and had the unit set up. I kept calling and the manager was rude and kept hanging up the phone. I was already going through a hard time by him being deployed and me getting deployed next year that I needed to move his stuff to storage and they did not help my situation at all. Not only I was lied to, I was treated with no respect and never got a refund. I asked and was nice over the phone and I kept getting hung up on. I was told the district manager would contact me and nobody ever contacted me. It has been over a month and I never got my refund nor had anyone contact me. I believe this is unacceptable customer service specially to service members in this kind of situations. I feel disrespected, lied to and discriminated against. I also need a refund for the service I never received.

      Business Response

      Date: 03/08/2023

      Thank you for bringing this matter to
      our attention.  Please be advised that we
      spoke with the tenant and, as a gesture of goodwill, refunded the admin fee and
      Prime Protection Plan charge. Tenant was not charged any rent as they were given a first month
      free promotion. As such, we consider this matter as having been closed.

    • Initial Complaint

      Date:02/23/2023

      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.
      Closed my account with Prime Storage confirming it was closed and Unit was clean. Company has continued to charge for 6 months saying belongings still in unit. I have provided photos to them after unit was cleaned and empty of all items. They have not refunded and are trying to get me to sign an Abandonment Form which waives all my rights to sue! They have written documented confirmation and proof this unit was not abandoned with any of my belongings. I believe someone has put items in there and locked. The unit was left clean with no lock on it upon moving out. I was told all was in order by the Manager. I have demanded 6 month refund, apology or will sue for stress and physical health deterioration as am disabled and toll of this has resulted in health deterioration. This is Prime Storage Salem MA

      Business Response

      Date: 03/06/2023

      Thank you for bringing this matter to our attention.  We have made numerous attempts to reach out to
      tenant regarding the unit. One unit was previously vacated and there have been no
      charges since it was vacated.  The second
      unit does still contain items.  If there
      are further questions or concerns, please do not hesitate to reach out.

    • Initial Complaint

      Date:02/21/2023

      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.
      February 20, 2023
      Amount paid $230
      Committed to Storage space for $190
      I signed a contract for $190 per month and ASKED if the rent was going to go up and was told NO.
      This month when I went to pay the bill it was $230. I did not receive any notice of any kind. Although they said they sent a letter and an e-mail but again I never received it.
      There is no resolvement as they said if I do not like the rent increase to move my things out of the storage unit.
      Just because they said they sent a letter and e-mail I do not understand how I can sign a contract and 30 days later they can raise the rent. That should be illegal as they can just raise the rent every month if they choose.
      All I want is for the contract I signed to be honored at the $190 and the $40 refunded

      Business Response

      Date: 03/03/2023

      Thank you for reaching out regarding this matter. While we
      can appreciate Ms. *****s concerns, her monthly rent has been significantly
      under market rates and was identified to be increased in the normal course of
      business after providing notice in accordance with Ms. ****’s lease agreement.
      Nonetheless, management has tried to follow up with Ms. **** multiple times to
      resolve but have unable to speak with her. If there are further questions or
      concerns, please do not hesitate to reach out.

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