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

  1322 New Loudon Rd. Cohoes, NY 12047

• 

  Prime Storage

  724 Watervilet Shaker Rd. Latham, NY 12110

• 

  Prime Storage

  2353 Route 9 Mechanicville, NY 12118

• 

  Prime Storage

  1750 Central Ave. Albany, NY 12205

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:10/04/2024

  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 had an issue where my autopay was removed / turned off on their site. This is the 2nd time.thia has happened with them. They assured me if I added my bank account it would happen anymore, but it did. They tried debiting my account saying there was insufficient funds but I had plenty of monies in the account. I then went on once I found out and spoke to a rep via email and she tried explaining it, but it wasn't making sense so I requested the late fee be removed because I saw it as their issue due to them removing my autopay. They then never responded to that or my inquiry about their site (email uploaded). I would like for them to return any late fees they may have charged.

  Business Response

  Date: 10/09/2024

  Thank you for bringing this matter to our attention. It appears that there was an issue with Mr. *******'s credit card. He should reach out to the card issuer if there are any further questions or concerns.

• Initial Complaint

  Date:10/01/2024

  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.

  I rented a unit at the end of May 2024. On the move in day it was realized that we needed a little bigger unit as several items didn't fit. Office already being closed for the day I called them the following day. Capri works at the Palm Desert location & is who I spoke to said it would be No Problem to switch units, 1st month remains Free. She gave me new unit # told me she would clean it up (blow out all the dirt) & to call when I arrived to inform them that I have moved my items over to the new unit, which I did since she does not work on Sundays. I have since paid 3 consecutive months rent on time. I went to access my unit on September 30th to learn that someone removed my lock (looks like with a crowbar) & replaced with a different lock making it impossible to access MY personal items. The office was of course closed so I left enraged having to wait until the following day to get some answers. Capri, who claims to be the manager had no answers, couldn't tell me what occurred or where my items were. She said she doesn't know, "it's a Big question mark" she said. I told her that's an unacceptable response! WHERE'S MY FREAKING STUFF? This is BS. Cut the lock on it now & like you did to mine & see if my stuff is in there. If not open every unit until you find where you moved my items WITHOUT MY PERMISSION OR KNOWLEDGE!! Check your "security cameras" check whatever measures you have in place to keep your customers belongings safe. This IS your business- keeping stored items safe. HOW DO YOU NOT KNOW WHAT'S GOING ON AT YOUR LOCATION?? IT'S A SMALL FACILITY - GET IT TOGETHER AND FIND MY STUFF BEFORE I COME DOWN THERE WITH THE POLICE AND FILE CHARGES against everyone involved!! This is Gross Negligence it's disgusting. I've made calls to the corporate office and escalated a message to the district manager; still waiting for answers!

  Business Response

  Date: 10/25/2024

  Thank you for bringing this matter to our attention. Management has made numerous efforts to reach out to Ms. ****** in an effort to resolve this matter.  Ms. ****** is encouraged to reach out to the facility if she requires further assistance.
  
  

• Initial Complaint

  Date:09/21/2024

  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.

  In January 2023, using the company's website option, I signed up for a small storage unit at the Clinton, MD location for Prime Storage. On three separate occasions during a 2 week span, I went to the storage facility to get the keys and access the unit. On all three occasions, there was no one at the office to let me in, the door was locked. When I called from the car each time, there was a recording to leave a message. After the 3rd attempt, I called the office a few times and finally reached someone. I explained that because I made three attempts to access the storage facility but no one was available to help, I no longer wanted the storage unit and wanted to cancel the contract. The woman I spoke to apologized for the inconvenience and assured me she would cancel the contract and refund the money I paid for the first month. It is now September 2024 and I received a letter from a collections agency requesting payment for the 2nd month and other fees and penalties. I called the Clinton, MD location, explained the situation and someone took down my name and number and said I would receive a call from the District Manager within 24 hours. It has been 4 days and no call. I also called the Headquarters office on September 16 and explained the same situation and was told the local District manager would call me. I have not received a call. As a resolution, I want the collection account cancelled as I do not owe them money for something I was never able to access.

  Business Response

  Date: 10/08/2024

  Thank you for bringing this matter to our attention. A collections exemption will be submitted. Please reach out if there are any further questions or concerns.

   

  Customer Answer

  Date: 10/08/2024

  Prime Storage contacted me via phone and the issue has been resolved to my satisfaction.

• Initial Complaint

  Date:09/18/2024

  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.

  I’ve been going back & forth with this company about my deposit I’ve been renting with them for over 3 years I decided to move out and I cleaned the unit an moved everything out before the 31st of August I asked my boyfriend to take the key to return to the office & he tells me the office employee is not in there office so I call the customer service line the day of 9/1/2024 to tell them I’ve been trying to return the key and the lady I spoke with over the phone said it should be no problem to wait to give the key back when the office is open again which would be 9/3/2024 because the 1st was a holiday so I wait and return the key I’m currently pregnant with out a car or job, I had to ride my scooter just to return the key they lady argues back and forth saying she can’t refund me so I later communicate with another lady from the customer service line and she says she was able to get my deposit returned and it should be mailed out. I called back 9/10/2024 to see if it would be mailed to the right address and the lady in the front office says that my deposit is being put towards this month rent and I have an outstanding balance when she already knows I’ve moved out and closed my account. I’m in desperate need of my refund I’m late on bills I was expecting to use my deposit back for please help me

  Business Response

  Date: 10/24/2024

  Thank
  you for bringing this matter to our attention. Per the terms of the Rental
  Agreement, Ms. ******** was required provide fifteen (15) days written notice of
  her intent to vacate the unit and failed to do so.  As she was still renting a unit with Prime on
  her Rent Due Date, she was charged rent in accordance with the terms of her
  Rental Agreement.  She has previously
  provided a  deposit which was applied to
  her account.  Ms. ******** has an outstanding
  balance on her account, however, as a gesture of goodwill, a collection
  exemption will be submitted for the outstanding balance.  If there are further questions or concerns,
  please do not hesitate to reach out.

  Customer Answer

  Date: 10/24/2024

  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 tried multiple times to schedule my move out date but the website is always down it’s says error when I go to proceed with the date.
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/07/2024

  There are multiple avenues which Ms. ******** could have utilized to provide her notice. The facility has a QR code on a poster in the office, you can schedule move out on our website, on our app, complete an intent to vacate notice which can be signed in the office or e-signed, sending an email to the facility from the email address listed on the account, or providing a signed letter from the tenant and leaving it in the office dropbox or mail it to the facility.
  

• Initial Complaint

  Date:09/11/2024

  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.

  09/05/2024 i saw online and on the business sign on the advertised for units available to use for 24 hour access can be used for all your storage needs i called and spoke to an agent and described my needs and the need for access that day. the agent assured me i would have access that day after payment and sighning the email and she would send a gate code. i arrived and there was no unit available and no way to access any unit. i called customer service 3 times and still not able to access a unit. i asked for a supervisor to call me and i did not get a call back. i needed to get everything moved on the 5th so i didn't lose all my childrens and my belongings. the next day i still didnt hear from the company and called again. a lady called me back and said she cant help me that the unit didnt have outdoor access like i requested and that the customer service shouldnt have rented to me and this happens at least 3 times a week and the agents dont know about her units. she said they were commercial units and then said i could only access the unit for an hour at a time, the opposite of what i was told on the phone. she said she would issue a refund but it would take 3 weeks ad that is unnacceptable, not only did i lose all my belongings because i paid for this unit and didnt have money for another unit, but now i cant get my money for 3 weeks. that is a scam to tell a customer one thing to get payment and not deliver on the promises made.

  Business Response

  Date: 10/07/2024

  Thank you for bringing this matter to our attention. A refund was processed on October 5, 2024. Please reach out with any further questions or concerns. 

• Initial Complaint

  Date:08/26/2024

  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.

  I have tried to call multiple times without answer, I’ve also sent multiple emails about my storage unit because I was trying to make a payment and online/app wasn’t working. Still have not heard anything from anyone at prime storage and have no idea what is going on with my unit and haven’t been able to pay

  Business Response

  Date: 10/07/2024

  Thank you for bringing this matter to our attention. Mr. ******** has not paid rent in several months and was therefore in default of his lease. Per the terms of the signed Agreement, " Notice: Access to pay by Owner's website is disabled if Occupant is more than thirty (30) days delinquent." Further, "All delinquencies in excess of thirty(30) days late must be cured only by cash, money order, cashier's check, or certified check." Please reach out if there are any further questions or concerns.

   

   

  
  

• Initial Complaint

  Date:08/23/2024

  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.

  I have been a Prime Storage customer for years. I am currently paying for a climate controlled unit in a gated community. The cost of this unit is significantly higher than an outside unit with no climate control. The A/C has been broke for over 3 months with no resolution in sight. Also, the security gate has been disabled for the same amount of time. I have reach out multiple times to have my bill adjusted due to false advertising. Why should I pay for services that aren't rendered? I have valuable items in this storage unit that need climate control - hence why I opted into getting this unit. I am paying for a unit in which the services agreed to are not being performed; and haven't been for months now.

  Business Response

  Date: 09/24/2024

  Thank you for bringing this matter to our attention. Please note that it does not appear that Mr. ****** currently rents with Prime. Please reach out if there are any further questions or concerns. 

  Customer Answer

  Date: 09/25/2024

  Here is the attached statement for September 2024.

  Business Response

  Date: 10/17/2024

  Thank you for providing the name on the account. We are looking into your concerns. However, please note as outlined in the Rental Agreement, it is not guaranteed that the temperature will not fluctuate, nor does a climate control space provide a constant internal temperatures, 

• Initial Complaint

  Date:08/19/2024

  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.

  So I rent a unit from prime storage on eddy rd in Manchester NH and on July 30,2024 my unit was broken in to it was wide open and this facility never even bothered to contact me in anyway but phone email or even in person to tell me they closed my unit back up and never said a word to me and then again on August 12,2024 it was broken into again and we let the employee know what had happen and that's when we had told him we knew about the break in 2 weeks prior as well and we want something done for both of these thefts the employee said he called his boses and that he had video of the people he took a cart with some of our belongings that the people had used downstairs to his office and he had found some of our stuff in the halls he told us he locked in another unit for now and now it's been 1 week and 3 weeks and not one thing has been done we haven't gotten to see what is missing the cops haven't been called I have emailed and called corporate have not received a call or email back...And literally they tried hiding the first break in by fixing the door and locking it back up but I ha e pictures from before and after the first break in and after the second break in..the pictures are pictures of the unit before aby break ins our stuff I'm the hall we found and then after the break ins..I am gonna start contacting a lawyer and the news about this it's out of hand

  Business Response

  Date: 09/17/2024

  Thank you for bringing this matter to our attention. Ms.
  ****** unit was overlocked due to nonpayment. The facility managers have attempted
  to reach out to her via phone and email countless times. If she believes that items are missing she should follow to appropriate steps and file a PPP claim. We welcome her to visit the
  facility during business hours or call us to resolve this matter. 

• Initial Complaint

  Date:08/19/2024

  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 am a retired senior citizen (over 70) on a fixed income.
  I went to Prime Storage in Apopka, FL to rent a storage unit to store some personal family items.
  I was offered, and accepted, a unit at $50/month. That was JULY of 2024 (one month ago).
  As of this month, August, I was notified by email of a 70% rate increase, to $87/month starting in September 2024.
  So, after TWO months my rate has increased by 70%! From $600/year to $1044/year!
  And now I have to figure out how to pay this huge increase (and maybe more over the next months?), or have to physically move all my things out. I am not physically able to do that, so I would have to hire someone...an additional cost.

  Business Response

  Date: 09/04/2024

  While
  we can appreciate Mr. ************ concerns, his monthly rent had 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 Mr. ************ and offered to waive this rental rate increase. If
  there are further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:08/13/2024

  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.

  On May, 26, 2024 while leaving the Newport Prime Storage unit facility I proceeded to exit through the gate which was open and as my truck got half way through the exit, the gate began to close and completely tore off the driver side passenger door handle.
  
  My husband went to the facility on Tuesday to let them know, showed them the truck, the handle and they pulled up the video from that day and saw what had happened.
  
  We were then told to go get an estimate at one of the local car dealerships and submit it to them.
  We got the estimate and submitted it the storage office on June 27, 2024.
  
  We waited a couple of weeks before reaching out to them and we were told that they had to go to the District Manager who is supposed to be in communication with the company's compliance department.
  
  We have continued to call at least once a week since the beginning of July to see about getting my car handle fixed only to be told that the Newport office has gotten NO RESPONSE from the District Manager.
  
  It is clear from the video that the door began to close too early and it should be their responsibility to pay for the damage to my truck. I am hoping that being I have no door handle on the rear driver's side door and there are two opening where the handle goes, that from the rain we have gotten, the inside of my door does not rust out and the expense to me will be greater.
  
  The cost to replace the handle from ****** *** in Morehead City is quoted at $721.15 which is a drop in the bucket for a large company such as Prime Storage.

  Business Response

  Date: 09/04/2024

  Thank you for bringing this matter to our attention. The District Manager has been in touch with the customer to resolve the issue. Please reach out if there are any further questions or concerns.