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:12/01/2022

  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 utilized Prime Storage in Perris CA since before it was Prime Storage I started using Perris Self Storage in 2017 I will say that the customer service change for the worse with Prime Storage. On Nov 7 I received a call from the facility stating that my renters insurance policy would expire and that I needed to provide them with with an updated proof if insurance by Nov 9 or I would be assed the insurance fee by the facility I simply let them know that I would send that information to them. Prime storage did not hesitate to asses me that fee though given the short suspense they gave which leads me to question how they operate. If they knew that my insurance which I am covered for a year was going to expire why wait till November to notify me of that? What type of internal controls do they have to ensure people are being notified in a timely manner. Such poor customer service but they will charge with out hesitation for insurance that I did not need nor did I request. On Nov 8 I emailed them a certificate of insurance for renters policy provided to me by the issuing company. I was called and told that they needed additional information on Nov 18 I emailed them the declarations page as well as page 11 of my insurance package where under "additional coverages" bullet heading "Moving and storage" letter a "begins when Your property passes into the custody of a public carrier, including United States movement trucks, aircraft and vessels, or a storage facility."... Is Prime storage in Perris not a storage facility? Does it not state that my insurance provider will cover my belongings when they are in a storage facility? And yet they still charged me the insurance fee. The date of coverage is from Sep 13, 2022-Sep 13, 2023. Today I was contacted by the office manager Jose who stated that they did not know why my account had not been reflected to show that I had coverage but could only waive one of the insurance fees I was also notified that there was going to be rental rate increase.

  Business Response

  Date: 01/04/2023

  Thank you for bringing this matter to our attention.  Please be advised that Mr. ******** was credited $25.50 for the Prime Protection Plan on December 9, 2022. As such, we consider this matter as having been closed on that date.

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 14rh I made a reservation to store my camper at Prime Storage - Bellingham MA. I was told that the space was suitable to store my camper when I did the reservation, so I reserved the spot.
  
  The day I was moving my camper (Nov 19 2022) the store manager told me that the spot was paralell parking and not suitable for my camper. So I had to look for another place.
  
  Now they don't want to give me a full refund of my money despite the inconvenience that was caused to me (as now they claim a non refundable fee)
  
  I made the reservation only because I was assured I could store my camper there (which was not true). Now they called me to say that they won't full refund.
  
  That (falsely state that a spot is a suitable one ), taking the money for reservation, not providing any service, and then not refunding it, is just plainly stealing money from potential customers.

  Business Response

  Date: 12/09/2022

  Thank you for bringing this matter to our attention. As a gesture
  of goodwill, the fee has been refunded and have communicated the same to the
  tenant. As such, we consider this matter as having been closed on that date.

• Initial Complaint

  Date:11/09/2022

  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 2020 I contracted with Storage King/Store It Now for 2 storage units and enrolled in automatic payments. On 10/4/22 I received an email of a change in ownership (Prime Storage - Exeter (PSE)) and notice that I was required to sign their contract and remit payment. I called PSE on 10/5/22 and told the office was busy but they would return my call. I contacted the number in the contract documents to inquire about the terms as I never did receive a return call. I did not agree with the new contract terms and did not sign the contract. On 10/7/22 I was assessed a $10 late fee for each unit. I contacted the main number, but was told that only PSE could adjust late fees. On 10/8/22 I paid the October unit fees on-site at PSE and staff noted on my receipt that I would not be assessed late fees. On 10/20/22 I received an invoice for November 2022 that included two $10 late fee charges for October. I replied, requesting that the invoice be corrected to remove the late fees. Email correspondence occurred from 10/20/22 to 10/22/22 in which the PSE staff (Josh) stated he would not remove the late fees until I signed a contract. I feel this is extortion/coercion to enter into a contract, stated this, and gave notice that I was vacating the storage units. PSE requested clarification of my intent to vacate and I replied on 10/25. On 10/31/22 I emailed confirmation that I vacated both units and provided photo documentation. I received no reply to the 10/25/22 or 10/31/22 emails. I continue to receive emails regarding payment from PSE and have replied to each that I vacated the units. My wife called PSE on 10/8/22 and staff (Eric) stated he was not the manager so could not correct the issue, confirmed that the PSE had not recorded that I vacated the units, and that they were in receipt of all emails, including the 10/22, 10/25, and 10/31 emails confirming we vacated. Today I received a Past Due Notice stating that I owe $150.50. I do not owe PSE any monies or fees.

  Business Response

  Date: 11/18/2022

  
  Thank you for bringing this matter to our attention. Please
  be advised that Tenant was credited $150.50 on November 9, 2022.   If
  there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:10/29/2022

  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.

  This company are overcharging without notice and email explaining of the extra fees. The late fees are being tact without prior notice and no notifications receive from this facility via email or text other than stating check your junk mail. This facility are poor at giving call back or responding to calls made. Their charges are overly priced and tacking additional charges without notice. What started out as a $40 dollar fee for a small 5x7 storage turned into $80 with insurance fee, late fee of $20 and now to a $234 dollar being charge out and can’t vacate without paying it in full and charging for two months rent when it’s only one month that is due and there is no proratation even with notification to vacate. This facility were not customer oriented and their manager Cypher was not flexible to even discuss any options or flexibility to work with their customers for payment concerns. This facility seems to be scamming their customers without clearly communicating any matters. I would appreciate if this company works with their customers.

  Business Response

  Date: 11/10/2022

  Thank you for reaching out regarding this matter. While we
  can appreciate Ms. *****’s concerns, her monthly rent has been under market
  rate and was identified to be increased in the normal course of business after
  providing notice in accordance with Ms. *****’s lease agreement. Notice was
  sent to her contact information on file which was confirmed by her. Further,
  she was charged a late fee because she failed to pay rent on the due date. If
  there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:10/28/2022

  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 October 13, 2022, I rented a storage space at Prime Storage in Whitinsville, MA over the telephone to store my antique panel truck, the lease was going to commence on 10/20/2022. Before entering the contract, I asked the representative if their storage area doors were at least 178 1/2' high and was assured all their spaces had 8 feet high doors, as a result I entered into the agreement. Later that day I went to Prime Storage to finalize the lease paperwork, learn how to access the facility and to view the actual unit I was going to rent (I also purchased a lock for the area). Upon completing the work, the attendant brought me to the unit to show me the location and unit. I immediately noticed the height of the door and told the attendant that I didn't believe the height was 8 feet, he agreed, he said the ceiling is 8 feet. I was also concerned with the entry as it was not level meaning the height was potentially Ian even bigger concern. I told him I would return with the truck to check the fit. Due to the time of day and weather (rain, I don't drive the truck in the rain) I returned the following day with the knowledge that I needed 178 1/2" height. With a different attendant present, I measured the door opening, it was 176", the truck was not going to fit. I told her to cancel my contract for the space. I was informed by the attendant that she was a new employee and was not permitted to cancel an order or issue a credit, so she emailed her boss. He told her that he would cancel the contract. The following day I returned to Prime Storage to make sure the contract was canceled and that a credit was being processed. I spoke to a third representative who identified himself as the manager. Because the office was not yet open, we spoke outside the complex as he was leaving. He said he was aware of my situation and that he would process the credit that day and it would take 5 business days for me to receive the credit. As of 10/28/2022 I have not received the credit. 

  Business Response

  Date: 11/10/2022

  Thank you for reaching out regarding this matter.  A credit was processed for Mr. *******. If
  there are further questions or concerns, please do not hesitate to reach out 

  Customer Answer

  Date: 11/12/2022

  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:10/19/2022

  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.

  my unit was broken into and It took forever to get my unfairly small settlement money. I actually had to use my monies awarded to pay my stoarage bill. It was the company’s negligence throughout and before the break in that was disheartening. Their gate was broken so someone took advantage and broke in. None of us customers were notified of a broken gate. I would have secured my items had I known about the gate. Not having a safe gate actually breached the contract I had signed with them! May 2022 I got behind on my payment. I spoke to multiple ppl multiple times to get an agreement to get caught up. It was hard tracking the manager down bc he worked out of town at another site as well. I was told only he had the authority to help me. He finally did and he told me I was paid up until the end of August 2022. So when I got a bill end of July 2022 I ignored it. I felt they would catch the mistake. But not so. I ended up reaching out to speak to the same manager I had the agreement with but he no longer worked there. It was told to me that he never noted what he told me into the notes. No one dug or even tried to help me look into it. It was basically, you owe it so pay it. The new manager Jennifer was rude every time I had to speak to her. I begged for 800 numbers as well as numbers to someone who could help me. She kept telling me what she felt the higher ups would tell me. I kept insisting on a call from someone. Which I eventually got. Again no one cared to look into what the previous manager told me. They only believed what the computer said. I got a call from Bill a higher up, I was supposed to get a call back on a resolution. I did not receive anymore calls to my knowledge or phone records. So it ended up being the day of auction when I was able to reach someone. They wouldn’t try to help me and sold my unit, I begged to at least get my personal info out to no avail. I had been a customer for years. Despite the constant confusion from the high turnover

  Business Response

  Date: 11/01/2022

  Thank you for bringing this
  matter to our attention.  Per Storage Treasures’ Notice to Buyers, that is agreed upon by the
  bidder, , “the defaulted tenant has the legal right to cure the account
  thus canceling the auction up until the cash payment is received from the
  winning bidder... However, Ms. ********  did not make payment. Further,
  "The buyer is requested, and acknowledges it is their responsibility,
  to leave any personal papers, which may include but are not limited to
  documentation containing personal identifiable information such as legal
  documents, tax returns, bank statements, passports, identification cards, etc.,
  and personal photographs, which may include but are not limited to family
  photographs, yearbooks, etc., found within the unit with office staff. However, no items were left with office staff
  from the buyer. If there are further questions or concerns, please do not
  hesitate to reach out.

• Initial Complaint

  Date:10/18/2022

  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.

  On October 12th I want to auction at this prime storage facility I called them to verify that the auction I won was all set and everything was good to go they said yes she said she will let them know that I'll be on my way on October 13th and I had to rent Au haul in manpower and gas because it is not close to my house so I rented all this stuff went up to the facility after sitting in traffic in the drive Ian when I get there the gentleman there was Swear and income planning about his job and everything else and then he told me that this auction was paid for by the client on On October 10th or 11th and he forgot to close out the claim so the auction would close and we wouldn't be able to bid on it so now I'm out a $150 which I would like my money back for all of this I'm actually proud a little more money than that I will at least just like a 150 and I can give documents showing that money if needed and they will not give me any money back money back I've talked to 2 people now About this Michelle the district manager I knew that was gonna happen anyways because the employee there already told me this was gonna happen

  Business Response

  Date: 10/31/2022

  Thank you for bringing this
  matter to our attention.  Per ******* *********’
  auction rules that are agreed upon by the bidder, “All auction unit(s) are subject
  to cancellation by the storage facility.” If there are further
  questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 11/07/2022

  ********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. 
  Yes but that should not have ever even happened because i called to make sure 2 days before and the said everything is allset why did they not see it in the computer then? No not until i drive and rwnt something to haul everything out of there, your employee even said it was his fault he didnt do his job you guys are a multiple million dollar company im asking for 150$ should be more 
  
  Regards, 
  
  ****** *******

  Business Response

  Date: 12/08/2022

  He is asking for Prime to reimburse him for his *-****/ manpower expenses he incurred to come to the storage facility. He was not charged for the auction. 

• Initial Complaint

  Date:10/14/2022

  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 rented this unit on December 19, 2019. The rental on the unit went up without any notice, i found out the unit was going up because my son went to pay the storage and was informed that the rental rate had changed, i never received any notice or email. I checked my *** and the Spam and see nothing about a rental increase.
  In May of 2022 I developed a health scare and fell back on the payments for several months. I wrote two checks that bounced and then entered into a rental agreement to get count up so that i can remove my things. I asked for a copy of all payments made on this unit and received it. I called the West York office because i had some questions about some of the double charges on the ledger. Spoke with Jaime, explained what I was confused about, but she did not know, and she told me she would reach out to someone who did know. I did not hear back from Jaime until 4 days later when I called her back later that same day; someone named Jackie called to try to explain to me that the entries were correct. I know something about accounting, and I disagreed with what she was saying. There are numerous entries for foreclosure fees; how many times do you charge for foreclosure? There are also double fees for a lot of other things on the ledger. I did set up a payment arrangement with them, not trying to get out of the agreement, just asked if I could make the payment one day late, was told if the payment was not made on the agreed date, my unit would be foreclosed on. Only asked because while I was sick my SSA payments was stopped temporarily. Was also told by Jaime that the payments had to be made in cash, later found out from someone that was filling in for Jaime on a day that she was not in, that i could also make the payments by money order. When calling and asking for clarity on something, this Jaime person acts like you are bothering her, but that is her job.

  Business Response

  Date: 10/31/2022

  Thank you for bringing this matter to our attention. Customer was mailed a rental rate increase notice to the primary address on file.  Further, customer was put on a payment plan but failed to follow it.  If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:10/07/2022

  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 originally paid at the end of June to have my stuff put in storage because I was going to be away for 6 months. I asked for my date to be the end of the month because I get disability from the military July. I get a bill due on the 23rd That wasn't supposed to be my date so I had to go in there at the beginning of August and I asked requested for it to be moved to the 28th that did not happen. So I got Charles the late fee and all this other stuff. So at the beginning of September they were supposed to have moved the date and they removed the late fee. So now at the end of September I'm still getting messages on the 23rd when my date was supposed to be the 28th. I went up there on the 2nd or 3rd of October and there was a lock already on my storage location which from the 28th. I have 5 days of a grace period to pay which gives me time for me getting my disability at the end of the month. They put a lock on there saying that I was charged a late fee for not paying the prorated amount on the 28th which doesn't make sense. How would I get charged a late fee for not paying a prorated amount when the due date is the 28th which means I still should have had 5 days to pay everything, not pay that and pay a late fee on top of it when clearly I won't have money until the end of the month. So which was the whole point of me moving the date in the first place. They're refusing to remove the late fee and trying to charge me a late fee and prorated amount before I can get to any of my stuff

  Business Response

  Date: 10/19/2022

  Thank you for bringing this matter to our attention. Upon
  review, we have determined that Tenant was charged a late fee as he failed to
  pay the required prorated rent amount due for September 23rd -
  September 27th which was due prior to his new rent payment date
  being effective. Furthermore, he did not pay his rent due on September 28th until October 7th and was charged a late fee accordingly.  As a one-time courtesy, we waived the late fee
  charged for August. If there are further questions or concerns, please do not
  hesitate to reach out. 

  Customer Answer

  Date: 11/14/2022

  
  
  
  
  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. 
  
  
  
  This place is or has horrible customer service. They lie bad. The customer service call center told me three different people told me my date for payment had not be changed properly in the system, but let the facility tell it was. They messed it up the first 2 months they fixed and still charged me a proration and specifically said this will be due on the new payment date.. With all dates there's a 5 day grace period I get paid at the end of the month. They put a lock on my unit before day 4. Stating oh the prorated was actually due on the new date. What sense does it make to have that payment due on that date when They were well aware that I don't get paid until the last day of every month. I would never agree to that. They went on and on about how they explained that and I asked them to repeat themselves and they said we told you it was due on the new date. That doesn't mean it is actually due then and I don't get the same grace. As I would with my normal payment. Then they lied and said I made that payment late Which I did because I waited over a week for the district manager and somebody above them to call me and they refuse to Not even to allow me to be heard to hear my side or anything. Very unprofessional. I call customer service several times. They escalated it and still to this day nobody has still called me and this was the beginning of October. If you can avoid this place do so.. The manager is terrible and doesn't know how to do her job and fix her own mistakes which they happen it's human nature but to lie to your boss to cover yourself and your boss doesn't do their job and contact the customer says what about the way the business is run??

  
  
  Regards,
  
  
  
  Kyle Lowrie
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/05/2022

  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.

  In June 2022 I filed a insurance claim/report with Prime storage on Wilkins Ave in Baltimore MD. Several items including a cooler, wagon, canopy and a folding table were stolen from my unit after the management team marked my unit for auction and cut my lock off. Upon my next visit to the unit I noticed this and saw that my items were missing. Several months have passed with no resolve to my issue of stolen items and after seeing that the security gate which is supposed to required a pin to enter was never closed (even at 1-2AM) and that there were several individuals LIVING in the units across from and around my unit I decided to move out. This was 1.5 months ago and I’m still receiving notices of “late or past due” payments. I’ve called corporate several times, called the office and even went to visit the office (sign on the door always says at lunch even at 10am and 3pm) with no resolution to my issue. The management at the location I utilized is a joke. My unit was H072. I wish to be reimbursed for my stolen items and to have the late charges for my unit removed before the mishandling of this issue ends up negatively impacting my credit score.

  Business Response

  Date: 10/19/2022

  Thank you for bringing this matter to our attention. We have
  spoken to tenant explain that he was charged a move-out for not providing proper
  notice. As a courtesy, fees and charges were refunded. Furthermore, are working with tenant to seek a resolution on his claim regarding stolen
  items. If
  there are further questions or concerns, please do not hesitate to reach out.