Complaints

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

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• 

  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:02/16/2023

  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 2 storage units through Prime Storage. 1 is the MA-13 location in Boston. I had set up autopay, yet have been repeatedly charged late fees due to the company charging the old credit card on file rather than the credit card that I set up for autopay.
  
  When I asked for an explanation of the late fees, a local facility representative (MA-14, Somerville) Ronaldo stated that they noticed there was an error with saving my credit card on file. There is a paper trail proving that money was in my account, no attempt to remove funds was made, that I had to set up autopay three different times and that the error was not on my end. The local staff at MA-13 explained that the card “could not be honored” which means that it had been shut off. When I repeatedly explained that they had failed to charge the correct card on file, I would be told “my GM will reach out to you.” Someone, somewhere failed to enter the information correctly.
  
  I have since paid late fees that amount to nearly $300. My desired resolution is for my account to be credited for the erroneous fees that I have been charged. I’ve called Prime Storage’s corporate office every day for the past 9 days in an effort to resolve these issues and have been repeatedly told that “someone will call me back.” Once, a GM named “Tina” told me that she would review the issue and get back to me. She has not called back, I have not received an email.
  
  If late fees are charged due to a failure of their system to take my information, that is an error. If that error is not refunded, those late fees are inherently fraudulent. If you take a customer’s information then fail to update your system, then charge fees - that’s absurd. I would not have written this complaint had the company actually gotten back to me once in the past 7 days with an explanation as their customer service had assured me.

  Business Response

  Date: 03/02/2023

  Thank you for bringing this matter to our attention.  Please be advised that as a gesture of
  goodwill, Mr. ********* was credited the late fees on both of his units in the
  amount of $108.20 on February 28, 2023 and $25 on February 10, 2023. As such, we consider this matter as having been closed on
  that date.

• Initial Complaint

  Date:02/15/2023

  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.

  I have been storing items at Prime Storage for several years. Very recently, the monthly rental was increased by 33.75 percent from $80.00 monthly to $107.00 monthly. I called the toll-free number asking for an explanation. The representative advised me to contact the property directly. I emailed the property and the response that I received did not explain the exorbitant rent increase.

  Business Response

  Date: 02/27/2023

  Thank you for reaching out regarding this matter. While we
  can appreciate Mr. ******'s concerns, his 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 Mr. ******’s lease
  agreement. Nonetheless, management has worked with Mr. ****** and offered a rental
  rate adjustment to Mr. ******’s satisfaction. As such, we now consider this
  matter resolved. If there are further questions or concerns, please do not
  hesitate to reach out.

  Customer Answer

  Date: 03/03/2023

  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:02/03/2023

  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 lock on my storage unit was sawed off without my knowledge by Prime Storage Group and my stored items were stolen.
  They said it was improperly locked which is false. They are trying to cover up the theft.

  Business Response

  Date: 02/21/2023

  Thank you for bringing this matter to our attention.  Ms. ******* unit was found improperly locked
  in January. Prime called Ms. ***** to make her aware of this and to properly
  secure the unit within 72 hours. As Ms. ***** did not come to update the lock,
  Prime placed a lock on the property and called Ms. ***** to let her know the
  keys could be mailed to her.  When Ms.
  ***** came in in February, she said there were items missing and filed a police
  report.  Ms. ***** has the Prime
  Protection Plan and filled out a claim form on 2/11/23. 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:01/17/2023

  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.

  Called Prime Storage to rent a storage unit in December they wanted payment over the phone and I paid $79 using debit card. I called back in two days and cancelled the storage unit they had already taken the money from my account before I was able to go to see the unit and sign the contract . I was told that I would get a refund . I checked with my Bank for my refund and found that only $50 was refunded when I called Prime Storage they told me $29 was kept for administration fee. I never signed a contract and therefore should not be changed any fee

  Business Response

  Date: 01/25/2023

  Thank you for bringing this matter to our attention. Please be advised that the $29 administration fee has been refunded. As such, we consider this matter closed.

• Initial Complaint

  Date:01/15/2023

  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.

  We rented a 10X10 storage container from Prime in August of 22 for $154 a month; in October of 22 we received a fee increase to $170,60 a month; in December 22 the fee increased to $220 a month which we are paying now. This is a 46% increase in fees over a period of 6 months which we find unreasonable. Efforts to address this with Prime have proved unsuccessful, no one answers the phone (###-###-####), if answered they are unable to help, someone will call back, no one calls back, the proverbial run around. Primes current website for its ***** facility states fees for a 10X10 container are $158, $187 and $189. Prime's negative reviews on line indicate this is a common practice of bait and switch. Hopefully, the Better Business Bureau can help bring a solution to this untenable situation. Thank You

  Business Response

  Date: 01/30/2023

  Thank you for bringing this matter to our attention.  While we appreciate the concerns, the monthly rate
  has been significantly under market rates and was identified to be increased in
  the normal course of business after providing appropriate notice. Nonetheless,
  management reached out to discuss this matter with Ms. ***** and adjusted the rate
  increase. At this time, we consider this matter resolved. If there are any further
  questions or concerns, please do not hesitate to reach out.  

• Initial Complaint

  Date:01/10/2023

  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.

  I signed an agreement with Prime Storage on August 6 2022. Since Ive signed up, they have given inconsistent information regarding my balance. Each month, Ive called in because of an issue and each time they promise a manager or someone from corporate will call back but it never happens. I spoke with two reps in December regarding an extremely high balance. My balance was $185 but it increased to $221 plus a late fee. I was told because I wasn't a customer for 6 months they couldnt assist with waiving $30 late fee. Fine. After that, I spoke with Amanada who swore up and down Prime caused a GLITCH and my balance was incorrect. That same month I spoke with a man who said to ONLY PAY $157.40 UNTIL AMANADA CAME BACK FROM VACATION because was supposed to fix the issue and call back but never did. Now, on 1/10 Im being told my balance is $278 WITH AN AUCTION FEE no one ever discussed.

  Business Response

  Date: 01/30/2023

  Thank you for bringing this matter to our attention.  Ms. ****** was offered a one-month discount when
  initially renting her storage unit. However, as a courtesy, management has
  continued to apply the discount to Ms. ******’s unit.  In addition, the late fee and lien fee have been
  credited. At this time, we consider this matter resolved. If there are any further
  questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 01/31/2023

  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:12/29/2022

  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.

  Date Gate Inoperable - Since Prime purchased facility (October 2022)
  I am paying almost $300/month for 2 storage units
  Commitment by company is they offer a 'gated access' facility whereby outsiders are only allowed entry via a code that opens the gate to access the facility

  Business Response

  Date: 01/06/2023

  Thank you for bringing this matter to our attention.  The gate is in the process of being repaired.
  However,  Prime’s lease states in sum and
  substance that Security Type Systems including gates and electronic gate codes
  should not be relied on to provide additional security for personal property or
  the occupant. Further, the district manager offered to move tenant to a
  neighboring property that is not currently exhibiting a gate issue and honor
  the current rental rate. If there are further questions or concerns, please do
  not hesitate to reach out.

  Customer Answer

  Date: 01/12/2023

  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.
  The response from Prime Storage does not acknowledge responsibility to the consumers that are renting space and the lack of security due to the inoperable gate. Furthermore, I had requested a timeline re/when Prime intends to have the gate fixed and working again. There was no mention of a timeline. There are multiple companies in the area who can repair the gate, and when I spoke with the district manager approx 2 weeks ago, she said they are still gathering quotes! The response also incorrectly stated that the district manager offered 'to move me to another Prime Storage facility.'  That is completely false. The district manager told me there's another facility in the area with an operable gate, and that I COULD MOVE my items there. When I inquired as to whether Prime would pay for movers to relocate my items, the district manager said they would NOT PAY FOR THE MOVE. We all know how much it costs (not including time and effort) to hire movers, so this option is really just absurd/worthless. Prime Storage needs to ensure the security of the facility. This is a safety issue for all people renting space and goes against what Prime states they are offering on their website. It is deceptive and wrong, and really shouldn't be such a big issue, repairing a broken gate. When is the gate going to be fixed???
  Regards,
  
  ***** *****

  Business Response

  Date: 01/24/2023

  Thank you for bringing this matter to our attention. The
  district manager did offer to honor Ms. *****’s current rental rate if she
  moves to the other facility. Further, Prime’s lease states that Security Type Systems including gates and
  electronic gate codes should not be relied on to provide additional security
  for personal property or the occupant. 

• Initial Complaint

  Date:12/27/2022

  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.

  Prime Storage assumed ownership of the former *** ******* in Merrimack NH this year.
  Prime sent via email new contracts and also informed in same that if no proof of insurance was provided by renter that they would impose a fee for their own insurance program.
  I visited the Merrimack location twice in October to hand-carry copies of my insurance information for both household goods stored in a locker and my 1M umbrella policy that covers my utility trailer parked outdoors on a parking spot at the location.
  I received my next bill in November and was unhappy to see that Prime added an insurance fee to my bill. I called the location and spoke to the GM who assured me that this was in error and would be corrected.
  I have now also received a December bill and am still being charged insurance despite multiple face to face visits and calls to the manager to have this corrected.
  I believe that the added insurance is being added to many customer bills as a revenue generator for Prime and that this practice is unethical and intended to fleece inattentive customers of additional fees.

  Business Response

  Date: 01/09/2023

  Thank you for bringing this matter to our attention. Please be advised that a refund was provided for the PPP charge as well as the Storsmart charges. If there are any further questions or concerns, please do not hesitate to reach out. 

• Initial Complaint

  Date:12/19/2022

  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.

  This began in June of 2021, l
  experienced a theft during the month of
  June. Since then, I have noticed that
  items have been disappearing every time
  I visit the location. Since last year, my
  items have been rearranged to make it
  seem that nothing has been taken. The supporting pictures are from unit ***, you can see the pots sitting in the storage unit. In the pictures afterward, there are additional bags being added to support the pots from falling. Then you can see in the following picture that the bags began to cover all of the pots to cover up the fact that the pots were rearranged. In the last picture, the pots were fully covered by the bags without my knowledge. In the last picture, there is a huge gap at the top that shows that things were taken out of the unit without my knowledge. In November of 2021, I continued to accumulate more items. On June 9th, a cain was used to support the pink chair on top from falling, and now that cain is gone. In summary, I spoke to Robert, Bryan, and the manager. They threatened me and said that if I complained again, they said they would evict my items from the unit. Now in December 2022, I showed the manager pictures of my items being tampered with and he does not want to cooperate with me. I have no voice or say in this situation and I need help from the Better Business Bureau.

  Business Response

  Date: 01/06/2023

  Thank you for bringing this matter to our attention.  The manager at the facility has checked and
  noted the account weekly over the span of months and has not found evidence of tampering
  with her unit or lock during the walk throughs.  In addition, the unit is double locked. If
  there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:12/17/2022

  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 paid for my storage space with the company , bought insurance for my space . Sent my tax records for my business. Paid extra fees to have a 24 hour code . Had management reassure me that my code would work . Drove with a ***** across the state had workers that were hired to help unload the 26ft ***** waiting for me. I got there and my code didn't work. I called the call center they said a manager would call me back right away. I wait for management no one calls me back at all.. I have to return my ***** by 10 pm . I END up sitting in the parking lot until 6am .I HAVE TO pay movers 2 hours even though I was locked out. I'm out $120×2 for movers 240 $ 49.00 for returning the ***** late
  I talk to management it won't happen again but if it does call me and I will personally come to let you in.
  I have my 2nd ***** rented I drive across state with boxes of gifts that will be donated to a toy drive for military families to put them in the unit ..I get there my code doesn't work , I call and the manager comes .She says she is trying to figure out why my code isn't working. It's now been almost 2 months and my code still isn't working. The emergency code was not 24hour access I paid extra for never worked. 3rd ***** rented I GET there at 5.06 am to pickup the toys for the military families I get there and again my code won't work. I paid 169$ for a ***** to bring toys to the toy drive and can't . I DON'T HAVE time to wait for someone to come. 2 times I rented a ***** and wasn't able to access the unit. NOW out total 459$ in ***** charges because I didn't have access to my unit. As well as the $20 I paid extra for to have 24 hour access.
  As of today December 17th my access code never worked. I never had guaranteed access to my unit . I paid my bills ,I sent copies of my business documents , copies of insurance policy, my driver's license. But I was never given what I paid for and what was advertised. 24 hour access to my unit. Emergency code wasn't 24 hours

  Business Response

  Date: 01/04/2023

  Thank you for bringing this matter to our attention.  We sincerely apologize for the inconvenience. Please be advised, that as a gesture of good will, we provide a one-time credit for $380. Furthermore, the general manager made herself available twice at 5am to assist the tenant with entering the facility.  Ms. ******* was given a new code.  Furthermore, the district manager has called and left a voicemail to speak with Ms. ****** in an effort to reach a resolution. If there are further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 01/17/2023

  It doesn't change that I paid extra for a 24 hour code and my code never worked.  The emergency code given stopped working at 10

  Business Response

  Date: 01/18/2023

  The customer moved out in December.