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:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Prime Storage Sonoma on 2/3/2025 to inquire about renting a storage unit. I spoke with a corporate representative who does not work on site. I was quoted a “special deal” of $104 over the phone and was told I would receive a lease shortly. I called after I did not receive said lease and was informed the price was actually $146. I informed them what the corporate representative said and was told there was “nothing [they] could do.” I agreed to this price as it is consistent with market. I am moving in on a Sunday, so I visited the location on 2/7 to view the storage unit and make sure I knew how to access the property. The storage unit I was assigned had a functional, but broken door, and I was offered a different unit at the same rate. On-site I was told they would follow up with the updated lease. I called today, 2/14 to ask the lease to be sent as I had not received it. When I received it, the lease claimed a price of $266 a month. I called to ask why the number had gone up so drastically, and my call was directed to a very unhelpful representative who once again told me there was “nothing [they] could do” in general, and when I asked to speak to a superior, they claimed there was nothing they could do over the weekend (it’s a Friday morning) because I had switched units. Now I am set to move in, and I have already paid $46.99 to reserve the unit, and before I have even moved my things in, the price has nearly doubled. Extremely concerning sales tactics with little to no transparency and customer representatives who are unwilling to help. I’m looking forward to receiving an updated lease that shows a restoration of my unit’s rental price to the originally quoted and agreed upon price of $142/month, and a more positive working relationship going forward.

  Business Response

  Date: 03/07/2025

  Thank you for bringing this matter to our attention. Ms.
  ****** originally rented a unit, but upon sight, she requested a different
  unit.  Due to a human error there was a difference in the rental rate in
  the rental agreement, however the Facility Manager was in the process of a rent
  adjustment when Ms. ****** chose to cancel her agreement. We apologize for
  any inconvenience Ms. ****** may have experienced, as an act of good faith Ms.
  ****** was credited the remaining amount of $46.99 on her account March 5, 2025. 
  If there are further questions or concerns, please do not hesitate to reach
  out.

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service 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 am filing this complaint against Prime Storage due to their continuous failure to fulfill their contractual obligation regarding a referral promotion. Despite repeated follow-ups over several months, they have not honored their agreement. Below is a timeline of events detailing their failure to resolve this matter:
  
  April 2024: I referred 2 units under Prime Storage’s referral program, which promised a $100 gift card per referral.
  June-December 2024: called and checked in with staff.
  December 20, 2024: I sent an email following up on the unfulfilled gift cards.
  December 23, 2024: Prime Storage resent a new DocuSign agreement.
  January 13, 2025: I followed up again, stating the issue was still unresolved.
  January 18, 2025: Prime Storage responded, stating the gift cards would be processed and received before the end of January.
  January 31, 2025: I sent an email confirming that I should be receiving the gift cards that day. Ralph, the local manager, confirmed the same day that they should arrive.
  February 1, 2025: I notified Ralph that I had not received the gift cards. He replied the same day, stating he would send a follow-up to his manager.
  February 4, 2025: I sent an email stating:
  “I feel the slippery slope of unfulfilled promises getting muddy... No need to advise of status, just performance.”
  February 7, 2025: I sent a final follow-up, allowing Prime Storage one last opportunity to fulfill their promise and contractual obligation.
  To date, Prime Storage has failed to honor their agreement. Their ongoing delays, miscommunication, and disregard for fulfilling a signed contract demonstrate poor business ethics and unprofessionalism. This experience has been frustrating, time-consuming, and unacceptable.
  
  I am requesting that Prime Storage immediately issue the two referral gift cards they contractually owe me, along with additional compensation for the prolonged inconvenience and negligence.
  
  I appreciate the BBB’s assistance in holding Prime Storage accountable.

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. Mr. ****** did not complete the required paperwork for this referral. The referral form has been processed as of February 19, 2025. Please allow for up to eight weeks of processing time. If there are further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I correctly completed the paperwork that was sent over by Prime Storage and confirmed with their local staff. As of February 20, 2025, I have only received one (1) gift card. Due to the length of this ongoing saga, I am requesting the remaining gift card for my two (2) referrals along with one (1) additional gift card for the additional time and inconvenience in this matter.
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service 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 signed a lease to rent a storage unit from Prime Storage on Oct 10, 2024. They offer a very good deal to get new customers in with a first month free and a lower rate if you act fast. The first issue I had was regarding their required insurance if the customer's home owner policy does not cover property kept in a storage unit. I confirmed that my insurance policy with USAA does in fact cover it. I sent my policy which states that as well as a letter from USAA confirming that. They still charged me for their policy. They said that what I sent wasn't sufficient proof of coverage. Regarding the letter, Dayna at the front desk told me that people fake those by making up letterheads. So that amounts to an extra $17 per month for a policy I neither want nor need as I am already covered.
  
  Next, in December I was informed that my monthly charge would go from $101 per month to $147 per month. This is after paying for 2 months of rent, an increase of 55%. I called Dayna when I received that notice to let her know I thought that was quite unreasonable. She said she'd try to do something about that.
  
  I am then informed that my original contract is null and void because I forgot to check the box indicating whether or not I am active military. It was an oversight. The new contract they want me to sign still has me paying for the insurance and still shows the full new 55% higher rate. I delivered new documents from my insurance company and said that I would sign if the rate were lowered to what Dayna told me the new rate could be, $112, and if the insurance is removed as my homeowners already covers my property in storage. Her DM says he won't lower the rate unless I sign the contract as is. I am now still paid through Feb 9, but they've locked the code for entry. I want to remove my things prior to the 9th and move on rather than sign with them for more time. I'm even willing to pay a penalty. They charged me through Feb 9 and are denying my access to my unit and belongings.

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. Mr. ***** did not complete a mandatory field on his rental agreement, acknowledging that he was military, therefore the manager asked that he sign a new rental agreement reflecting that, however Mr. ***** refused to sign an updated agreement and provide the military addendum. A credit in the amount of $224.00 was applied to his account on February 12, 2024. Mr. ***** has vacated his unit. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/30/2025

  Type:Facilities 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.

  The elevator hasn’t worked in over a month. I cannot get my stuff off of the 2nd floor. They haven’t gotten the elevator fixed and do not seem to be in a hurry. I also have a special needs child that I can’t get up the stairs. We have been paying our bill but have no access to get our stuff. We will need it within the the next month or 2 as we are trying to move. This isn’t a good business practice for a storage facility. I just want the elevator fixed. Simple solution. I pay monthly and on time. I deserve access to my stuff. They did give us a bottom unit for the stuff we were trying to put in the other units but we need to get stuff out soon. Thank you

  Business Response

  Date: 02/06/2025

  Thank you for bringing this matter to our attention. We appreciate the frustration Ms. ******** has experienced, however, the facility has been actively working to resolve the issue.  As of February 6, there is an elevator she is able to use. Additionally, Ms. ******** has been provided with a unit on the first floor. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My storage rental went up $100 from (orginally $164) December to January, when asked ask i was told it was done by a computer and they couldn't provide more information. When I spoke to the facility manager she told me that they would adjust my rental price, I was charged $265 and told they moving forward it would be lower. I asked if everyone with the same storage unit size was increased by $100 and i was told NO.

  Business Response

  Date: 01/28/2025

  Thank
  you for bringing this matter to our attention. The issue has been resolved with
  the Facility Manager, and a credit was issued January 14, 2025. If there are
  further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A bill was issued for payment with an extra charge . After multiple phone calls It was figured it was an insurance storage fee, to email the paperwork to show insurance on dates being charged , and so proof was sent.
  Would like reimbursement for extra charge please, there was no notice no phone call no email. It is a great place, with great people, it is just an unnecessary charge.

  Business Response

  Date: 01/21/2025

  Thank
  you for bringing this matter to our attention. A credit was issued January 20, 2025. If there are
  further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a storage unit from them for over 10 years. Over the summer I moved into a new house. I moved all of my stuff out. I set a move out date of over 15 days. There was an issue with the gentleman that was at the facility doing the move out. I had to wait for the manager. She was out due to a fire in her apartment. We were finally able ti do the move out on the 15th day. I got charged the next month’s bill. I contacted them they said that they wouldn’t refund it. That they know it was their fault but they do not do refunds. They told me to dispute it with my bank. I tried that and my bank said that since it was a long term recurring charge I had to contact the merchant. So I called them back and they said that they would look into it and call me back. I have not heard from them in two weeks.

  Business Response

  Date: 02/04/2025

  Thank you for bringing this matter to our attention.  Per the Occupancy Agreement, Ms. ************ agreed that if she did not remove her lock after terminating her Agreement that she may be charged rent for that month. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:01/02/2025

  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 about had it with this facility. I have been WAY OVER CHARGED twice now. I have repeatedly called in to get it fixed and it is still charging me TWICE as much as what I am supposed to be. The website said this unit was $40 a month and it was confirmed at the time I moved into the unit. WHY AM I BEING CHARGED $89!? I want this fixed this and a credit on my account.

  Business Response

  Date: 01/09/2025

  Thank
  you for bringing this matter to our attention. A credit was  issued January 03, 2025, and the manager
  has been in contact with Ms. *******. If there are further questions or
  concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/30/2024

  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.

  Hello I am writing because my unit was broken into at Prime Storage Unit 846 Louisville KY on Jefferson Blvd on Nov 9 2024. After buying my unit that evening online I arrived to property and was not able to access gate so I called in and customer service gave me temp code to gain access since after hours. I then found a small lock that was able to be removed without damages I then loaded my unit with merchandise and contacted customer service again at that point and notified them I was able to access and locked my unit with a large master lock. When finishing up there was a gentleman in truck who was circling property and very suspicious. I had to contact customer service again to leave property. Once I was able to leave property safely, I notified customer service of the man who was on property. When I returned following morning it was determined my unit was broken into and items stolen. I have turned in the itemized list along with police report info that was filed. It has been almost a month now with no progress in this matter. I just made another payment for another month. I will not extend my unit again without something being done. And will contact someone else for this matter. I understand I am not the only customer with this company. But I have been made to feel like I am the bottom of the list as a priority. I have done my part and what has been asked if me, I aspect the same in return.
  Police report number is as follows
  LMPD ******** OFFICER CONSTANT
  CODE NUMBER ****  I have called multiple times to be given the complete run around. This is absolutely beyond ridiculous at this point

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. Ms. ******** reserved a unit online at a time when the facility office was closed. Per policy, once the unit was reserved, Ms. ******** was supposed to check in with the office, complete any outstanding paperwork for the rental, and a facility manager would remove the lock. However, Ms. ******** accessed the unit on a day when the office was closed, removed the company lock on the unit and left items in an unlocked unit. A Prime Protection Plan claim was filled. However, there were required documents missing from the claim. It is our understanding that the required documents have been sent, and the claim is under review. If there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:12/04/2024

  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 am a senior citizen over six years old and have been dealing with prime storage for almost a year has taken our money, charge extra economical fees, put liens against our property in order to take our property and that is called BETH or fraud. I reached out in the beginning of November to make my October‘s payment on my storage unit, which is due at the end of every month I call every single day for 30 days from 10 in the morning till six at night every 30 minutes. No one returned my call. No one picks up the phone I leave messages. No one returns my calls and then they wait until the end of the month and send out a default notice, so therefore they come in the office to send a default notice, but they can’t return customers call and then charge a late fee a fee and all kind of fees which are illegal so I am following the plane because I want something done about this. This is happening too much and my call log on my phone will show that I call every single day every 30 minutes and no one reaches out to me and then finally my husband had to go up there then they’re in the office. This is ridiculous. Something needs to be done. These fees needs to be waived because I’m not going to pay for their mistake if I have to I will take it to a higher power. Thank you.

  Business Response

  Date: 12/30/2024

  The manager has reached out to Mr. ****** multiple times to
  review his account and billing. As a gesture of goodwill, one late fee was
  waived for each unit he rents. Please reach out if there are any further
  questions or concerns.

  Customer Answer

  Date: 12/30/2024

  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 BUSINESS HAS NOT TRIED TO CONTACT ME AT ALL, I CALL EVERY DAY, NO ONE ANSWERS THE PHONE, NOW THAT I FILED, THE BUSINESS LIES TO YOU.  I MEED A PHONE CALL FROM THE BUSINESS TO RESOLVE MY ISSUE AND CLEAR MY ACCOUNT AMICABLY OR I SM FILING A LAWSUIT 
  Regards,
  
  *** ******  

  Business Response

  Date: 01/02/2025

  Thank you for bringing this matter to our attention. The manager had a conversation with Mr. ****** and Mrs. ******* on December 31, 2024. Please reach out if there are any further questions or concerns.

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** ******