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:08/06/2024

  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.

  Started renting a unit 06/10/2024 at a rate of $94 a month. Got everything moved in and now received an email today, 08/06/2024 stating that the price will now be $144 a month. I feel it was deceitful practice to advertise a rate and less than 2 months later the price goes up 65% over the original contract. I specifically asked prior to renting the unit about increases and the rate of said increases, I was assured that when prices adjusted its typically about 10%. Prime Storage set a price to get people in the unit and then hit them with an increase that isn’t remotely reasonable. I feel like most people won’t want to move units and just pay the additional amount and that’s what Prime Storage is banking on.

  Business Response

  Date: 08/20/2024

  Thank you for bringing this matter to our attention. The manager at the facility reached out to Mr. ****** on August 15 to find a mutually agreeable solution but has not heard back.  Please give the facility manager a call back and they can assist. Please reach out if there are any further questions or concerns.

   

• Initial Complaint

  Date:08/03/2024

  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 2 storage units at this facility, located on Jensen Bch Blvd in Jensen Bch Fl. from 12-19-22 through 3-25-24. This facility is supposed to be "climate controlled". I first rented the larger unit where most of my belongings were stored and a smaller 5 x 10 which I later upgraded to a 10 x 10. I had movers to move my belongings into the larger unit upon moving in and movers to move my belongings from both units to my new home.. Most of my property had a strong odor of mold and mildew. The clothing and bedding all had to be washed/cleaned and I am still in the process of getting rid of the mildew smell from furniture, paintings etc. I did find a black moldy substance on some shoes and purses. Having to deal with this has caused a lot of extra work and time, and I also disposed of some items. I tried calling the location several times and they would never return my call. I finally called the main office on 7-17-24 and was connected to a Rudy G*****, after explaining problem, Mr. G***** said he would need my email address to send me something to move forward. I never got an email and have called and left him a message, and also sent emails to him to advise him I have yet to receive and correspondence from him. He had not yet contacted me or responded by and means of communication. This is a problem that needs to be further discussed as if this facility was properly climate controlled this problem would not have occurred, and that is why I chose them at a higher price. I paid about $400.00 a month for 15 months. Mr G***** should have access to the billing records.

  Business Response

  Date: 08/27/2024

  Thank you for bringing this matter to our attention. Ms. ******* should proceed with filing a claim with the PPP. Please check your junk email folder to confirm the email from them did not go in there. If there are any further issues, please do not hesitate to reach out to the facility and they can help with processing the claim. 

• Initial Complaint

  Date:07/24/2024

  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.

  Dear BBB, Prime Storage bought **** ***** in April 2024, 88 Plaistow Rd, Plaistow NH 03865. The keypad to the building to get to my and everyone else’s has not been working since the purchase. I can't get to my personal property outside their office business hours. Every week I call, and I've been told its top priority' and 'it will be fixed by next week'. I submitted a request via their online form July 8, 2024 (***********************************/) asking for a partial refund for every month I haven't been able to access my unit outside of their office hours.
  
  With no response after 5 business days, I called their call-center July 12th. The representative told me it was forwarded to the District Manager since it involves a refund. I asked for the name & tele of the DM but they are not allowed to give that information out. I advised the rep that I was submitting a complaint to the BBB. While I was on the phone, she sent an email to the DM advising he/she of this.
  
  Today, July 24th Prime Storage has not reached out to my complaint and refund request. I pay $258 a month for my storage unit. I'm asking you to step in and help resolve this matter since they have no customer service business sense nor the decency to contact me.
  
  Regards,
  ******** ********

  Business Response

  Date: 08/06/2024

  Thank you for bringing this matter to our attention.  Ms. ******** is able to access her unit outside of office hours. If she any questions she can reach out to the facility directly and they can provide assistance. Please reach out if there are any further questions or concerns.

   

• Initial Complaint

  Date:07/10/2024

  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.

  My wife and I have been loyal customers since September 2023. We initially rented three units, which were later consolidated into one unit (D120). M....., the property manager until June 2024, assured us that our unit was secure and would not be up for auction until July 2024. I visited the Centerville Hwy location in Snellville, GA, every month to check on our unit, and there were no issues until M......'s departure.
  
  On June 17th, I visited the store and learned from K.... that M... no longer worked there. K.....confirmed the total amount due for my unit and assured me that I had until July to settle the payment and avoid auction. She provided me with my total noted my account that I would make the payment early July. This WAS an agreement.
  
  To my shock and dismay, when I went to the Centerville location on July 3rd to pay for the unit, S.... informed me that it had been sold on June 19th, just two days after my last visit. S..... could not provide any explanation for the lack of notification after the last agreement was made, only stating that Amanda claimed it was posted in the newspaper which was early June before my agreement with M & K. After the postings I made arrangements to settle my account. The agreement was noted on my account by Kristin. Amanda's response was that Kristin should not have told me that. That is an issue Prime Storage should be made to remedy NOT the customer. K worked for Prime Storage.
  When I attempted to resolve this issue with Amanda, she refused to assist in any way and ultimately hung up on Shenika, leaving the matter unresolved.
  
  I have emailed the ***************** and they have not responded either.
  
  This is an appalling display of incompetence and poor service on all accounts. I demand an immediate explanation and resolution to this matter.

  Business Response

  Date: 09/16/2024

  Thank you for bringing this matter to our attention.  Please note that on May 7,2024 a default notice
  was mailed to address on file. The notice stated that if the outstanding
  balance on the account was not paid, the unit would be auctioned on June 19,
  2024. Ultimately, no payment was made and unit was auctioned. 

  Customer Answer

  Date: 09/22/2024

  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.
  Regards,***** *****
  
  
  
  A request was made in person with office staff and an agreement was reached. This was notated on my account and acknowledged by the office staff as well as the manager Amanda. Amanda's response was that this arrangement should not have been made. This is not the fault of the customer. The company should address this with the staff and honor agreements made. 
  

• Initial Complaint

  Date:07/08/2024

  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.

  We rented a storage unit from Prime Storage in March for about a month as we were moving and needed somewhere to keep our stuff for a few weeks. I went down there, set up the lease with their manager and got the code. Somehow, my husband's name ended up on the account which made it difficult because they wouldn't talk to anyone on the account. I put in our notice to vacate by scanning the QR code placed all over the property on March 28th or 29th. I put out move out date as April 12th. I never got a confirmation or anything but figured it was fine. The next billing cycle was on April 15th so when I got a notification that they had tried to charge my card, I didn't think much of it and thought it was just a mistake. But then they began emailing me and calling me almost every day. I emailed back and reminded them that I put in my notice and we had ended our lease before the next billing cycle. They said that there was still a lock on the unit which wasn't ours, because we used the lock on our new storage unit. I began getting notices that it was going to auction, etc, and that I was still being charged monthly even though we had put in our notice to end our lease. My husband has been going back and forth with them for months to no avail. They said there were 20-30 tires in the unit but we had it cleaned out when we left so again, not ours. They said it would go to auction and that would be the end of it but then my card was charged $726 for rent from April to now even though we had ended our lease. When I asked why we were still being charged, they said it was because we had never signed the vacate notice. After talking to them almost weekly for 3 months, this was the first we are hearing about signing anything other than when their district manager said they didn't have signed proof that we vacated and when we told him that we scanned the QR code, he never mentioned the vacate notice. They seem unwilling to give a refund or do anything to solve the problem.

  Business Response

  Date: 07/15/2024

  Can you please clarify the name of the tenant and the facility location as our records are not showing a tenant with this name. Thank you.

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21955884, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  Leah Nelson
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/27/2024

  Thank you for bringing this matter to our attention. Please note that the unit had a lock on it and there were items in the unit after the scheduled move out date that was provided by the tenant. Therefore, the tenant was charged in accordance with the terms of the Rental Agreement.

• Initial Complaint

  Date:07/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We live directly in back of prime storage, *** ******* **** Bohemia, NY 11716. There is a few people that have a unit, and at times there are up to 4 vehicles with quite a few people. They play very loud music, sometimes shines a spot light. I hear machinery like them working on cars. Now, as of last night I saw smoke. Don’t know if they are bbqing . I’m wondering if they are living in it. I need help hopefully from you, because I call the cops almost nightly. I don’t know if they’re coming. The one who runs the office is Tia. She does nothing to help. Could you act on my behalf to stop this. Thank you.

  Business Response

  Date: 07/15/2024

  Thank you for bringing this matter to our attention. The lease for the tenant who was playing music has been terminated and the manager has reached out to Ms. ******* informing her of such. Please reach out if there are any further questions or concerns. 

  Customer Answer

  Date: 07/15/2024

  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:07/03/2024

  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.

  We have rented an air controlled unit for the last 5 years. For the last 3-5 months the unit has been over 90 degrees every time we enter. The unit is supposed to be maintained between 70-80. We have made numerous complaints with no resolution and are ready to contact a lawyer for next steps.

  Business Response

  Date: 07/24/2024

  Thank you for bringing this matter to our attention. Per the terms of the signed Rental Agreement, Prime does not guarantee that the temperature will not fluctuate. However, the manager is looking into Mr. ******** concerns.

• Initial Complaint

  Date:06/14/2024

  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.

  On February 3,2024 I signed a contract with Prime storage to use one of their units for the price of $60 per month. As I look back at the invoices and the amount we were charged per month it was $99 per month. I contacted the business and they told me that they would return the month but they would charge me one more months rent due to moving out on the 3rd the date my bill was due. I disagreed with that as it was my due date. I have yet to receive my money back and they are refusing to return my calls. I want a FULL refund of all the services due to this scam that they did on my account.

  Business Response

  Date: 06/28/2024

  Thank you for bringing this matter to our attention. 
  Ms. ***** was scheduled to move out on May 31, 2024. However, she was still
  renting a unit with Prime Storage on June 3, 2024, when her rent was due and
  was thereby charged rent in accordance with the terms of her rental agreement.
  As a gesture of goodwill, Prime Storage credited Ms. *****’s account. Please
  reach out if you have any further questions or concerns.

  Customer Answer

  Date: 07/01/2024

  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.
  This was not only about the matter of the move out charge this was also about being OVERCHARGED monthly. What will the total refund be for?
  
  Regards,
  ***** *****

• Initial Complaint

  Date:06/12/2024

  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 had an account with Prime storage for roughly 2 years.Due to the death of my son this year, I fell behind in my payments and working diligently to get it current. At the end of May, I was informed that I needed to pay 544.00 to get my account lien off or get it out of auction status. I called today to make payment and was informed that the payment was now 715.00. I explained to the manager (same guy)that this was not was quoted. He mumbled that he was getting aggravated when I expressed to him that this is not what he told me and then I heard him state that he "does not get paid enough to do this ****". I asked the manager to provide me with a breakdown of the total bill and when he did so with a clear tone of annoyance based off of his deep heavy sigh, he never quoted me a number and would not tell me what total he got because when I added it up it did not give me a total of 715.00. He then angrily stated, "well that's what my computer says." He then proceeded to add another late fee and stated that I owed 4 months of late fees when my last payment was April meaning that as of today I am only 2 months behind and another payment coming at the end of the month.. but yet its 715.00 and you cant tell me why?? He then asked me what could I pay and I stated that at this time, I need an itemized bill giving that none of what he was stating was accurate and if you all are justifying your actions by the addition of 200.00 in late fees is highway robbery with no explanation. The difficult situation on its own catching up late bills, but his lack of professionalism and nasty attitude made it ten times worse when clearly, I was trying to rectify my obligations. The fact that he knew he quoted me a different amount and gave different information and the tried to deflect like I was incompetent is insane and needs to be addressed. I will pay what I owe no problem, but Prime storage needs to be accountable for their employees and janky business practices.

  Business Response

  Date: 06/28/2024

  Thank you for bringing this matter to our attention. 
  The Manager and Ms. J****** discussed the issues Ms. J****** brought up
  regarding her account and were able to come to a resolution. Please reach out
  if you have any further questions or concerns.

• Initial Complaint

  Date:06/07/2024

  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.

  Prime storage shows "1st month free" so I signed up only to be charged $49 as they say processing fee. The following month, I was not able to access my storage due to a broken door which I complained about for a month. After my unit door was fixed, on my second month, my storage unit was raised from $116 to $159. Also, I was told that if I refer a friend or family, I will receive a $100 ****** gift card. I referred my son who rented a unit at the Jefferson Blvd. location for $189, I have continued to ask for my gift card but their excuse is they have not received approval from corporate. On the second month of my son leasing his unit, his unit was raised from $189 to $289. My son questioned why the sudden increase and he was told, they only gave him a cheaper price so he would sign up. I questioned my storage too increasing my storage for more than $50. This company is a scam and is continuing to victimize people by misleading amounts on their website. It has been more than 3 months now and I still have not received my $100 ****** gift card and my rent had never been explained to me. I spoke to Christina and I was immediately told to contact the Mellwood location but when I called the Mellwood location they say, Christian is the General Manager and is the only person who can approved everything. This storage unit is a scam, although the Manager in Mellwood Rick W***** is the nicest guy, the whole company is full of BS.

  Business Response

  Date: 06/24/2024

  Thank you for bringing this matter to our attention.  Upon review, Ms. *********’s rent was
  significantly under market rates and was identified to be increased in the
  normal course of business after providing appropriate notice. Nonetheless,
  management has worked with her and offered a rate adjustment. Furthermore, a
  referral form was generated for Ms. *********, and management will follow up on
  the status. If there are any further questions or concerns, please do not
  hesitate to reach out.