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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:11/27/2024

      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.
      The storage company arbitrarily raised the cost of my unit and now every single time I get an bill from them, its for more money. They charged me a late fee for a month when I wasn't late and never refunded me. They now are threatening to take my stuff. My billing date is the 12th of each month. I only owe November's payment but they already charged me for December and sent me that threatening letter. I don't want them to use that inflated amount as a pretext to take everything my family and I have. I will take my things out of there right after I make the Nov payment. I can't bear for that to happen. My fathers ashes are in my storage unit. Please assist.

      Business Response

      Date: 01/02/2025

      Thank you for bringing this matter to our attention.  While we appreciate these concerns, the monthly rent was significantly below market rates and was identified to be increased in the normal course of business after providing notice in accordance with their lease agreement. Fees that the tenant may accrue are outlined on the first page of the lease agreement that was signed and agreed upon by the customer.  Furthermore, the manager has been in contact with the customer regarding their account status.  If there are further questions or concerns, please do not hesitate to reach out. 

    • Initial Complaint

      Date:11/17/2024

      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 my unit in March of this year. I had to move out of my apartment so my roommate and myself put pretty much our whole house in the unit. I had got behind on my payment, and my roommate and I went out separate ways. My roommate and her boyfriend took it upon theirselves to contact the facility and tell them I was incarcerated and he was my dad. They took the facility the payment that was due and they gave them access to my unit, and even sold them new locks to put on it. So I ask the facility why they cut my locks for them. They tell me they didn’t cut the locks for them but they cut them because it was going to be auctioned. This was on 10/30. They said they had cut the locks like a week prior. So I look at my mail and see where it wasn’t even eligible for auction until 11/2. First, why did my unit sit with no locks at all. Second why did they give my belongings away? Third when I went to the facility to get the locks cut bc I can’t even access my unit the lady working made it clear she wasn’t trying to help me and acted like she didn’t know exactly how and only half cut the lock. I still haven’t been able to get into my unit. I went back up there a few days ago and the lady working who obviously is who gave my stuff away would not finish cutting the locks bc my payment is now past due. Like I told her though I’m not paying when I have no idea what is even in there. She refused to give me her supervisors contact info. Since then I have called the headquarters and tried to speak to the owner 3 times. Every time he has been busy. I of course left messages. I have yet to get a call back. I had some very valuable things in there that I know are gone because someone that bought my art collection showed me what they bought and told me from whom. I contacted law enforcement, but they can’t do anything until I’m able to see what’s missing. I’m to the point of obtaining legal representation since no one respond. This is the Haywood rd. Greenville,SC location.

      Business Response

      Date: 12/06/2024

      Thank you for bringing this matter to our attention. The manager has reached out to Ms. ***** numerous times to discuss this matter; however, Ms. ***** has been unresponsive.  Ms. ***** should reach out to the facility directly should she have any questions or concerns.  

    • Initial Complaint

      Date:11/08/2024

      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.
      I have a storage unit at Prime Storage in Walden New York I went online and saw that it was $102 with first month free rent for October and when I mention this to the office manager George who is very nice person he told me that I have to contact Corporate I reserved this online, I made Mutiple emails to Corporate nobody has gotten back to me. My email that is link to my account is ******************************* 
      I would like to know where is my October month free rent

      Business Response

      Date: 11/18/2024

      Thank
      you for bringing this matter to our attention. A refund was  issued November 18, 2024.  If there are further questions or concerns, please
      do not hesitate to reach out.

      Customer Answer

      Date: 11/18/2024

      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:11/05/2024

      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.
      Prime storage charged me an additional month's rent even though I honored my contract and moved out of the unit on time. The last day of the contract was Sunday October 13. I had called them two weeks prior saying I was moving out and would be out by the 13th. I also told the told the two workers on September 28 who were present at the on-site office that I would be gone by the 13th. I removed everything on the 13th including my padlock. The unit was totally empty. However my checking account was charged for $196 the next business day which would cover the next month's rent. I called the office and they said because the office was closed on Sunday the 13th they couldn't check the unit so you have to get charged for another month. Nobody told me about this. I honored the contract and should not have been charged a new month for an empty space.

      Business Response

      Date: 11/12/2024

      Thank you for bringing this matter to our attention. A refund was  issued November 8, 2024.  If there are further questions or concerns, please do not hesitate to reach out.

    • Initial Complaint

      Date:11/05/2024

      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.
      Oct 1 . I noticed a charge to my account for 75 for cleaning when I Questioned The general manager about it.
      She became irate The next day when I go in.And she changed my access to the gate code tht went on for a week I called n they didn't know why but didn't fix it all week I was denied access to my unit finally 2 weeks later after calling repeatedly she terminated my lease and is keeping my belongings

      Business Response

      Date: 11/18/2024

      Thank
      you for bringing this matter to our attention. On numerous occasions, Ms. ***** violated the terms of her Rental Agreement and therefore her Agreement was
      terminated. The facility manager reached out to Ms. ***** multiple times to
      retrieve her belongings since her Rental Agreement was terminated, however she
      has been unresponsive.  If she wishes to
      retrieve her items, she should reach out to the facility directly and coordinate
      a date and time by the end of business on November 22, 2024.   If there are further questions or concerns,
      please do not hesitate to reach out.

    • Initial Complaint

      Date:11/05/2024

      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.
      I rented a storage unit back in June 2022 because I was scheduled to deploy with the military. After I return a year later I was behind a month. Further, I received a notice informing me that the unit was put in auction due to payment. I contacted them many times to resolve the issue however the manager always said that someone will contact me, which they never did. Because Prime Storage sent me a notice informing the auction and termination of my unit I was under the impression that the unit was sold since there were no follow ups after the notice. Instead, I've accumulated about 7,000 in debt because the unit has been active. The storage unit is claiming that because I am in the military they couldn't sell the unit. However, there was never any notice regarding the unit being active. Under SCRA I've asked many times for this unit agreement to be terminated. They're still telling me that someone will contact me. I am still waiting for a response like last time.

      Business Response

      Date: 11/08/2024

      Thank
      you for bringing this matter to our attention. The manager has tried to
      contact the tenant numerous times via phone, text, and email over the past 11
      months in an attempt to resolve this matter. 
      Should the tenant have further concerns, we encourage them to call the
      facility. Please reach out if there are further questions or concerns.

      Business Response

      Date: 11/13/2024

      This has been resolved with the Tenant and the Facility.   Please reach out if there are further questions or concerns.

      Customer Answer

      Date: 11/19/2024

      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,

      Rafaelina C*****

    • Initial Complaint

      Date:11/01/2024

      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 was looking for a storage unit that i could move into immediately as I had an emergency, Their website claimed I could do that.

      Only after paying did i discover i was unable to move in until the next day. |
      I chose this unit soley the move in date.
      The manager has now refused ti refund 41 dollars of setup fee, They only got my business because of false advertising.

      Business Response

      Date: 11/05/2024

      Thank you for bringing this matter to our attention. A refund was issued November 4, 2024.  If there are further questions or concerns, please do not hesitate to reach out.

    • Initial Complaint

      Date:10/18/2024

      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.
      The manager caught me and my lady having sex in our Storage. We got caught in the moment and things happened. He busted in our Storage just looking at my lady I had to tell him to move and stop looking at her. He immediately called his boss and lied and said I threatened him when I only called him a bitch. Now he's kicking us out because of his lie. And I just rented this unit a few days ago

      Business Response

      Date: 10/21/2024

      Thank you for bringing this matter to our attention. Per the signed Rental Agreement Mr. ******** agreed that he cannot use the space for activity that is not related to the storage of personal property. Further, he agreed that, “there shall be no HABITABLE OCCUPANCY of the Space or the Facility…of any kind for any period […] and violation of these prohibitions shall be grounds for immediate termination of the Rental Agreement.” If there are further questions or concerns, please do not hesitate to reach out.

    • Initial Complaint

      Date:10/09/2024

      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 May 21, 2024. I **** ****** paid said amount to move into storage unit 1010. My sister also **** ********** ******) was moving out of Unit #****. Upon entering the facility Prime Storage is posting) advertising "Refer a friend for an ****** Gift Card. My sister & I both inquired about the referral & the young lady took our info. She was a new employee said my sister. She rented from the facility for 3 years. The turnover rate is extremely high each time you go there would be a new person. This young lady was very unfamiliar, she obviously didn't come from another Prime Storage facility like the others because she was screwing up so bad. She moved me into 2 units that were already rented twice. The price she quoted she couldn't give because of some date the computer won't generate. I phone the corp office/customer center & was told numerous times I would receive a call back. No one is NEVER at the facility. I went in last week & the employee is sitting in the office lights off, door locked & a sign saying she'll return & this was 11:42 am. She finally unlocks the door 2hrs later as if the facility didn't open at 10:00 am. I've been told by several Prime Storage phone reps the ****** card will come to your email & that was a month ago. May-October is well over 90 days. We would like Prime Storage to stand on business & give us the ****** Gift card that's advertised for a referral. The signs are still up.
      ********* ****** Unit #**** *************************
      ###-###-####
      Moved out May 22, 2024

      ********* ****** Unit **** *************************
      ###-###-####
      Moved in May 22, 2024

      Business Response

      Date: 10/25/2024

      Thank you for bringing this matter to our attention. According to our records a referral form was not completed to receive the referral promotion, this must be completed to receive the promotion. The Facility has provided this form to Ms. ****** for promotion redemption. If there are further questions or concerns, please do not hesitate to reach out.

      Customer Answer

      Date: 11/04/2024

      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.

      I would like Prime Storage to pass the form needed to claim redemption for the gift card. I have NOT received a call or email from this business. When I drive in person to Prime Storage during regular business hours. No one is available. Prime Storage has not reached out to me via phone or email regarding the ****** card or my storage acct.

      Regards,

      **** ******

      Business Response

      Date: 11/05/2024

      The manager at the location has spoken to Ms. ****** and confirmed that she has received the referral form.

    • Initial Complaint

      Date:10/08/2024

      Type:Product 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.
      Reserved online 2 storage units and a parking space. Once onsite, the parking space was not accessible for trailer storage. Informed office I could not use the space and therfore would not need the storage units either. Onsite manager informed me that they understood and would that all initial/previous charges would be reversed. Those charges (2 storage units & 1 parking space) have NOT been reversed or refunded.

      Business Response

      Date: 10/23/2024

      Thank you for bringing this matter to our attention. A refund has been issued.  If there are further questions or concerns, please do not hesitate to reach out.

      Customer Answer

      Date: 10/28/2024

      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* ***** *******

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