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

Customer Complaints Summary

147 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.

Initial Complaint
Date:05/23/2024
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.
The business failed to let me arrange and organize my business storage and made false accusations against me and then proceeded to serve me with an eviction notice only two weeks after moving in. I spent $1700 to move locations because Prime Storage had 24 hour access and supposedly our units had power in them which I needer for my business. While arranging my business inventory and putting together my pallet racks they said that if I did not put my items in our three 10’ x 20’ and leave the property immediately they were going to call the sheriff's department on me. Thus setting me back to supply my business with accurate inventory for current and upcoming jobs. So since I have or had 24 hour access I ended up being there on 2 separate occasions trying to catch my business needs up and get things organized. They then accused me of living there and tapping into power. Both are false accusations as I was running my AC inside one of the units as I ate lunch, this was being run off my generator which I have set up to run a whole home. Prime Storage says they provide businesses with unique situations a solution to make sure small businesses needs are met; this has been completely the opposite. They have taken my gate code access away and has hindered me further and is costing me close to $1000 a week due to this fact as well as them wanting me to spend more money on movers and rental trucks that is further costing me money and clients jobs not getting completed in accordance with those contracts.
Business Response
Date: 05/24/2024
Thank you for bringing this matter to our attention. We are unable to find a tenant with this name. Please provide the name of the tenant on the rental agreement. Thank you.
Customer Answer
Date: 05/29/2024
The units names are under ***** ********* at the Lake Elsinore property ***, ***, and *** and I am an authorized user on the account or am supposed to be. Thank you.
Business Response
Date: 06/17/2024
Thank you for bringing this matter to our attention. The named tenant on the account is ***** *********.
She signed Rental Agreements agreeing that “there shall be no habitable occupancy
of the Space or Facility. Furthermore, she was not allowed to use electricity.”
Her leases were terminated as she was violating the terms of the Rental Agreements.
Initial Complaint
Date:05/21/2024
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.
Prime Storage charged me for a unit that I never rented or signed any documents for. I have called 9 times for a refund and no one ever calls me back or has submitted my refund. And I since have gotten a text saying Welcome to Prime Storage after multiple calls telling them I do not have a storage unit.
Business Response
Date: 06/05/2024
Thank you for bringing this matter to our attention. Ms. **** believed she was reserving a unit and not renting a unit when she provided payment information. As a gesture of goodwill, a refund was provided. Please reach out if there are any questions or concerns.

Customer Answer
Date: 06/05/2024
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:05/08/2024
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.
Prime Storage has place a fee on my credit report that shouldn’t be there and I am having an issue getting the issue resolved from Prime Storage
Business Response
Date: 05/21/2024
Thank you for bringing this matter to our attention. Please note that as a gesture of goodwill, a collections exemption will be submitted today. Please reach out if there are any further questions or concerns.
Initial Complaint
Date:05/08/2024
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 was charged for another month of service after vacating my storage unit, filing all the paperwork and even paying an early termination fee for canceling too close to my service renewal date. I was out by the date listed on my intent to vacate notice which we both signed but they are refusing to refund me.
Business Response
Date: 05/21/2024
Thank you for bringing this matter to our attention. Mr. ****** did not follow the proper steps
for moving out of his unit which require that he vacate his unit during office hours
and complete a unit inspection. Rent was due May 6, 2024 and, he was charged rent
in accordance with terms of his lease. Please
reach out if you have any further questions or concerns.
Customer Answer
Date: 05/22/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I was never given a requirement to finish my move during "office hours", or that I personally needed to get an employee to check the unit. The document I uploaded with the initial complaint says nothing about this, it only says "the unit must be inspected by a Prime employee" which I assumed they would do on their own time, and they should have known to do it on account of the paperwork we both signed. They had plenty of time too, as I vacated the unit on 5/4, two days before my renewal date. I left the unit unlocked, empty, and with the door wide open so it was unmistakably vacant. I have given my best effort to follow all the rules presented to me, and now they make up new ones after the fact as excuses to take my money and provide nothing in return.
Regards,

**** ******
Business Response
Date: 05/22/2024
The Vacate Policy was discussed with the tenant on May 2,
2024. This policy outlines that in order to complete an effective move
out, tenants must move out during office hours and have their unit inspected by
a Prime Storage employee. If the tenant fails to do so, they will be charged
rent in accordance with the Rental Agreement.
Initial Complaint
Date:05/07/2024
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.
I saw that this company was having a promotion for first month’s rent is free. The reviews seemed good. I went through the process to book my unit. AFTER paying for the $10k insurance and admin fee, then there is a part to agree to terms of lease and the protection plan addendum (this should come BEFORE taking someone’s money). In the protection plan addendum, it very blatantly states it will not cover your things beyond owner negligence and I’m NOT comfortable with that so I did not sign the lease or protection plan addendum and called customer service to cancel and get a refund. The woman I spoke to hung up on me after I said the above and requested a refund. I have called back and left voicemails and so has my dad and no one calls back. I have sent an email as well. I called within 30 minutes of even making this reservation and never used this storage. I can’t get a gate code or anything without agreeing to their terms and I don’t agree. I want my money back $88.36. It should not be this hard to deal with a company and I will tell everyone to run away from storing here due to the shady business antics.
Business Response
Date: 05/22/2024
Thank you for bringing this matter to our attention. A refund was processed On May 7, 2024. Please reach out if you have any further
questions or concerns.
Initial Complaint
Date:05/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay the company to provide secure storage for my business equipment. Included in my payment is insurance for my storage unit. My storage unit was broken into and I filed a police report January 13 2024. Some of my business equipment was stolen. I provided all the information requested by the company so they can process an insurance claim. I followed up with them multiple times, being told that I would be contacted by their insurance company. I have still received no contact about it whatsoever, and no replies to my emails to follow up. It’s impacting my ability to earn income in my business due to the necessary equipment I need being stolen. I really need to get it replaced asap.
Business Response
Date: 05/16/2024
Thank you for bringing this matter to our attention. A Prime Protection Plan claim was filed. Please reach out if you have any further questions or concerns.

Customer Answer
Date: 05/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is currently in process with the business.

Regards,

******* *******
Initial Complaint
Date:05/03/2024
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.
Every time I attempt to pay my monthly storage bill with my debit card I receive an error response from ***** ***** Self Storage informing me:

“ Exception: Response Code: TransFirst:59:
Sub Code:
Reason Code:
59 Reason Text: “

This has happened to me numerous times throughout my tenancy to where I have been charged late fees because I am unable to successfully pay my bill using their system. I’ve taken the liberty to screen record and screenshot evidence. This system causes me to incur late fees against my will. I’ve been charged and forced to pay late fees on numerous occasions due to the Numerous errors made by ***** ***** Self Storage. I would like a refund of all the late fees
Business Response
Date: 05/16/2024
Thank you for bringing this matter to our attention. Upon review, we have confirmed that Mr. Paige
was charged late fees in accordance with his rental agreement. In addition, the manager has tried to reach
out to Mr. ***** to update his payment method to prevent future late fees. As a gesture of goodwill, Prime has waived two late fees. Please reach out if you
have any further questions or concerns.
Initial Complaint
Date:03/25/2024
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.
They called to tell me something was wrong with our lock, then to tell me the situation was fixed. We have not been there since the end of Feb but I just got the call last week. Everyone that we spoke does not understand how it was fixed when my husband and I are the only ones with keys. They are dismissive when you speak to them, the supervisor said she didn't have lunch today. They said they have 24hr surveillance but they can check the footage onsite and we had to contact the police to get a police report to only be told we have to the footage looked at is if we get a subpoena from the police dept. Believe me when I say I will not give up until answers. I have emailed news 12. I will call them everyday until I get someone on the phone who can make this make sense.
Business Response
Date: 04/01/2024
Thank
you for bringing this matter to our attention. In accordance with the terms of her
rental agreement, Ms. ****** agreed to maintain an insurance policy or the
Prime Protection Plan covering her stored property. She is enrolled in the
Prime Protection Plan and a claim was filed on March 25, 2024. If there are further questions or concerns,
please do not hesitate to reach out
Customer Answer
Date: 04/01/2024
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.

Regards,

****** ******
Initial Complaint
Date:03/19/2024
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 writing to file a serious complaint against Prime Storage, located at 7521 Richmond Road, Ste F, Williamsburg, VA 23188. As a tenant at this facility, I moved in on February 22, 2024, and have been subjected to a series of troubling incidents.

I received my first invoice (Invoice 25247) on March 7th 2024 with unauthorized Stored Content Coverage charges via their Prime Protection Plan. Despite my explicit refusal of this coverage during the move-in process and opting to self-insure.

Although the contract doesn't outright demand insurance coverage, it heavily suggests it, and if you fail to maintain coverage, you will find yourself enrolled in the Prime Protection Plan according to section 15 of our agreement.

After providing my own insurance policy on March 13th 2024, they removed charges only for the upcoming month but maintained charges for the current month, citing an alleged 24-hour notice requirement NOT STATED in our lease agreement. Moreover, their refusal to provide a revised invoice accurately reflecting legitimate charges, coupled with their abrupt cessation of communication, demonstrates a blatant disregard for our contractual obligations and basic principles of transparency.

Furthermore, I encountered difficulties accessing my online account for bill settlement. My unit inexplicably disappeared from my online account, hindering my ability to settle the bill online, which is due on March 22, 2024.

Despite multiple attempts to communicate and resolve these issues directly with Prime Storage, they have ceased responding to my inquiries, leaving the matter unresolved.

The actions of Prime Storage not only represent a glaring breach of contract through unilateral modification of a legally binding agreement, but also exemplify deceptive billing practices, lack of communication, and obstructionist behavior. I expect Prime Storage to adhere to our agreement consistently throughout our interactions.
Business Response
Date: 03/26/2024
Thank you for bringing this matter to our attention. Mr. ***** signed a Rental Agreement on
February 22, 2024. Per the agreement, at the time of rental, he was required to
provide proof of insurance or he would be automatically enrolled in the Prime
Protection Plan. Mr. ***** did not
provide proof of insurance until March 13, 2024 and was therefore charged for
one month of coverage. If Mr. ***** is having issues making a payment online,
we would encourage him to please reach out to the facility so they can help
resolve the issue. If there are further questions or concerns, please do not
hesitate to reach out.
Customer Answer
Date: 03/30/2024
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.
Per our agreement, there is no clause for having a specific timeframe (24 hours) to provide proof of insurance. None. Like whatsoever. You can't make stuff up as you go. This is the reason I am being denied a refund.

Regards,

***** *****
Initial Complaint
Date:03/18/2024
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.
This people rented me a parking space and for the last couple of months. I've been complaining that my car is been vandalized,that I keep finding dents and Everytime I complained they threatened me that they were going to raise the rental price on the parking space. I have them recorded,the conversation of me and the employee,her named Dorothy.They don't want to show me the camera's, they don't want to check what's been happening that I keep finding dents in my Car, and I have my wife as a witness and the recording.The employee Dorothy keeps on telling me,"Well this is not the place for you,you should find another place to park your car.I tried telling her,that that's the reason I put my Car in a Storage,to avoid been vandalized and keep it secure. please let me know what I have to do.I started paying$87,I complained they raised me,then they raised me,to $111 and now they trying to raise me another$67 dollars and everything happens every time I complain..Thank you.
Business Response
Date: 04/01/2024
Thank you for bringing this matter to our attention. While we appreciate the 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 notice in
accordance with his lease agreement. Nonetheless,
management has worked with Mr. ****** and provided him a 30% discount off of his first month rent and a
credit for $52.97 in January 2024. . If
there are further questions or concerns, please do not hesitate to reach out.
Customer Answer
Date: 04/01/2024
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.
I would like to get a refund of the $111 that I was paying, since I'm no longer with them. I have proof of the receipt that they were charging me,and it was Everytime I used to complain.On top of that there employee named Dorothy,use to tell me that if I didn't like it,to go somewhere else.It was stressing as my vehicle was getting damaged.

Regards,

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

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Prime Storage is NOT a BBB Accredited Business.