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

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  Prime Storage

  1322 New Loudon Rd. Cohoes, NY 12047

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  Prime Storage

  724 Watervilet Shaker Rd. Latham, NY 12110

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  Prime Storage

  2353 Route 9 Mechanicville, NY 12118

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  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:12/03/2023

  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 storage unit paying the current month of Oct 2024 and the following month Nov 2024. On the 4th of November I was asked to vacate my unit due to a lease violation and my access was than blocked. Prime refused to give me a refund saying they do not pro rate yet they let me pay prorated rent for the month of Oct seeing as I moved in on the 4th. I was under the assumption I had until the end of Nov to remove my belongings from my unit and when I went to do so the manager told me my stuff was sent to the dump weeks ago and attempted to accuse me of untrue accusations. They are not allowed to dispose of my belongings mid month and I would like to access my unit so I can get my things or have them replaced. The manager was rude and not a reasonable person to solve this issue with. I had no warning my belongings wld be removed etc.

  Business Response

  Date: 01/08/2024

  Thank you for bringing this matter to our attention. Mr. ******* was caught sleeping in his unit which is a violation of the lease. His lease was terminated and he was given 15 days to move out of the facility. However, he has not done so. Prime will allow him to remove his belongings by the end of the week but he must reach out the facility to coordinate next steps. Please reach out if there are any further questions or concerns.

• Initial Complaint

  Date:12/02/2023

  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.

  My November storage payment was paid -I gave proper notice of vacating storage unit 189 by 11/30 in writing via email on 11/15.", ( located at Prime Storage **** ********* ****** ********** ***. I went in person on the 29th to confirm they knew i vacated the unit. Lady at the desk said it didnt matter i had to give a notice. I told her I specifically asked that when I moved into the unit and was told I didn't need to provide a notice, but the type of person I am I made sure I did. Anyways, she got annoyed took my name and search her computer. She finds my notice and then says "oh it got overlooked". I told her yea i figured as much since i never heard back-which is why im in here to confirm you knew. And i just checked my bank account and you just processed my payment???" I called the customer complaint line who said they would tell Ken their District Manager my unit was vacant on the 29th and my notice was "overlooked" and i still was charged another full month. ken did not refund the december rent charge.

  Business Response

  Date: 12/19/2023

  Thank you for bringing this matter to our attention. Upon review, we have determined that Ms. ***** failed to provide notice of move out in accordance with the terms of the lease agreement which required 15 days notice and was charged accordingly. Please reach out if there are any further questions or concerns.

• Initial Complaint

  Date:11/27/2023

  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.

  Today is the 27th of November 2023 and I was just informed that prime storage has a pending payment of $259 for my storage unit when usually I make my payment on the 29th or the 30th of every month because being on my military combat disability I receive all my benefits on the 1st of every month or the 29th of the month for the following month. About four months ago I called to complain that money was taken out of my account on an automatic payment for the first time when I never authorized it… that money was supposed to pay for needed baby supplies such as formula and winter clothes for my son until I got paid in a few days. There was nothing that could be done so I called and they removed my card from the file. I make sure every time I make a payment that my card is not saved on file by verifying everytime that the checked box is not highlighted to make payments… today that money was supposed to go towards groceries now for my house for my children and yet again my payment was withdrawn from my account without my permission! I called my storage location and spoke with Shirley H****** in St Thomas Virgin Islands and instead of trying to help me with getting in contact with a high form of management because this is really affecting my life and my children’s life, she was rude and kept saying it’s my fault and it’s my doing as if computer programs can’t and never do have glitches! This personally affected me the first time so I make a conscious decision to make sure I recheck several times that the box for recurring payments is not selected! And I don’t have anything on automatic payments since I was 18 years old after a similiar issue! And that’s over 2 decades ago! I need assistance because prime storage cannot keep taking money I need when I never authorized auto payments! Also need to train their employees on professionalism and manners!

  Business Response

  Date: 12/22/2023

  Thank you for bringing this matter to our attention. Per the terms of Mr. ******'s signed rental agreement, the monthly rent due date is the 26th. Furthermore, he was removed from autopay as requested in August.  Please reach out if there are any further questions or concerns.

   

   

• Initial Complaint

  Date:11/24/2023

  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.

  11/07/2023 payments were made in the amounts of: $149 and $125. on 11/22/2023 the facility suspended my access code, locked me out of my storage units without notifying me of any kind. Numerous attempts to reach management to no avail. I`ve contacted the corporate office multiple occasions, they even left notes and multiple voice mails to resolve this issue. Still to no reply or any help with this issue. To note this isn`t the first time I've gone thru this with company. This is an ongoing issue that needs attention, and to be resolved.

  Business Response

  Date: 12/19/2023

  Thank you for bringing this matter to our attention. Mr. ****** had a lock on both of his units and was charged rent in accordance with the terms of his rental agreement. The manager reached out to him and informed him of the same. Please let us know if there are any further questions or concerns.

• Initial Complaint

  Date:11/17/2023

  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 have spoken to this company when I call and they never provide names to me on the phone. I spoke to a customer service representative in October regarding my unit. I let them know that I will be moving out and she said ok I will put that in but you need to make your payment. I said ok. I went there in October and paid 211. Ok it’s fdime now all I have to do is get my belongings out. I was on my way to get my items and a man (no name) called me and said that I owe 211 again and asked why. I told him about the phone call in October. I work third shift so I’m sleeping most of the day. I get a call today and I let the lady on the phone ( no name) know that I will be in today to pay. I go to the office and pay and I let them know that I shouldn’t have to pay because of the previous conversations. Mind you I have told someone twice that I will be moving out. Anyway, the lady at the office said it’s 440. Wait a minute what is really going on. Basically they are charging me 2 months. Not cool. I told her I will pay the 211 but not 440 because first I shouldn’t have to pay for your company’s mistake and I’m not paying 2 months. She said there is nothing they can do for their mistake. Businesses have to be better. I stayed and made sure she put a note an my account since they like to drop the ball. I would like for Prime Storage to do the right thing by their customers.

  Business Response

  Date: 12/05/2023

  Thanking you for bringing this matter to our attention. Please
  be advised that tenant was charged in accordance with the terms of her signed
  Rental Agreement. On November 27, 2023 her items were still in the unit, therefore
  she was charged rent for that month. Please reach out with any further
  questions or concerns.

  Customer Answer

  Date: 12/11/2023

  Response taken by phone:  October payment was already made and I stated I was going to pay for November and was going to move out by the end of the month. When I went to pay they told me I owed $440 for both October and November.  I spoke two different representatives and told them I would pay the November bill and move out by the end of the month.  I was locked out and could not remove the remaining items.  I feel I should be able to pay the $211 in order to move out the remaining items.

  Business Response

  Date: 12/19/2023

  Customer was charged rent and additional fees associated with defaulting on her rent payment including the late fee which is outlined in the rental agreement. Please reach out to the manager at the facility and they can provide a breakdown of what fees are being charged. Thank you.

• Initial Complaint

  Date:11/06/2023

  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.

  On July 15, 2023 I moved my belongings into Smart Cube Storage at 120 Carlyle Plaza Dr. Belleville IL 62221. The young lady that assisted me was new and very polite but with held a lot of information. She also didn’t update my email correctly, which caused me to be unable to login their system and make my storage payment. I had to call the 800 number and speak with customer service to get this fixed. Since I drove to the storage center twice and no one was there. After speaking with customer service I was advised that the reason I was unable to access the building is because I was locked out for non payment. The customer service rep advised me that after 5 days of non payment you are locked out of the building. I made my payment to regain access to my belongings, however this information was given to be the day I paid to move my belongings in the building. Had I been given this information in the beginning I would have never used there service. Knowing that my needs would be placed on the back burner since I was taking care of my mother who had to have surgery.
  I paid my storage bill 9/14/23 and asked that my due date be changed since my due date is the 15th of each month. I was told no. I have been locked out of my storage unit since 9/20/23. It has been extremely cold here and now my daughter is sick because all of our winter clothes are locked up. I have been trying to pay my storage bill but the Smart Cube website states I don’t have access anymore. On November 2nd 2023 I received over 6 emails saying that Smart Cube is now Prime Storage and that they have added a $110 lien on my unit and will be auctioning off me and my children belongings. They are also demanding that I come in and sign a new lease, yet I was never given a heads up or any notice about the change. I was able to long on to the new site. However it only gives you the option to pay the balance in full of $686.96 or to pay 1 month in advance. I shouldn’t have to pay this line or the fees since

  Business Response

  Date: 12/28/2023

  Thank you for bringing this matter to our attention. A change of ownership letter was mailed and emailed to this tenant. Furthermore, a mutually agreeable resolution was reached with the tenant regarding payment and move out terms. Please reach out if there are any further questions or concerns. 

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and talked to Ms ******** at the Prime Storage at Snellville Lenora Church Rd location at **** ****** ****** *** *********** ** *****; i was on a phone that charges by the minute and she put me on a long hold when i asked her about my payments being on automatic payments, so why is my bill in default and i am owing over $200 and Ms ******** puts me on a long hold and i am starting to wonder if she has been paid off by the criminals that have hacked my phone because Ms ******** didn't come back to phone, so i hung up and called back on a regular phone and now Ms ******** didn't answer the phone which is very strange!

  Business Response

  Date: 12/19/2023

  Thank you for bringing this matter to our attention. Ms. Williams can come into the office or call again to make payment. Please let us know if there are any further questions or concerns. 

• Initial Complaint

  Date:10/31/2023

  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 out a storage unit at prime storage trusting that all of my items will be safe in there. Unfortunately I was wrong , my unit is infested with many mice. My couch, bed, rug, clothes are now ruined with a lot of mice poop, nesting an mice having dead babies.
  I told the company a their only concern was that I pay my monthly fee that wasn’t even due yet for the month of October. So instead of checking out my unit they decided to put a lock on my storage locking me out with no access.. I filed an insurance claim and I have yet to hear anything , nobody is trying to help me Only concern is that they want their money. I truly refuse to pay because I’ve lost so many things that I now have to start over. They are ignoring me. I want to move out and they have a lock on my unit

  Business Response

  Date: 12/19/2023

  Thank you for bringing this matter to our attention. A Prime Protection Plan claim was filed in regards to this claim. Tenant should follow up directly with the Prime Protection Plan to obtain the status of her claim. Please let us know if there are any further questions or concerns.

• Initial Complaint

  Date:10/20/2023

  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.

  This is one of the WORST companies and the management is horrible. I stored my only remaining belongings that I had of my husband who passed away two years ago. I had to move unexpectedly and did not have another safe place to put them in. The belongings include birthday cards and photos of him, letters that we shared while he was in the military, and and the shirt that he passed away in. However, , when I came to the unit, it was a converted bathroom and reeked of urine and feces. I reached out to the management and asked to be moved to a different unit. They told me that if I wanted to be moved, I would be charged a fee to break the lease and pay double for the monthly rent. I called multiple times and was told to wait for a supervisor to reach out to me. While I was waiting for a supervisor, they added several fees to the account. The outstanding balance should only be for two months, a total of $100. But instead they have added late fees, a rekeying fee, a lock cutting fee, and a foreclosure fee, and they are blackmailing me into paying $500 to save my late husband’s belongings. They refused to even remove the late fees when I tried to offer to just pay the rent. And I have asked multiple times for them to simply give me more time, they refuse. I do not feel like this treatment is fair as a customer, especially since the initial cause was because the unit being uninhabitable! There’s also a huge problem with drugs, prostitution, and homelessness in this area. I do not even feel safe going to this unit after dark. The management here is being very unreasonable and they are crooks! I am sharing this here to prevent it from happening to somebody else. I am going to share it on all of my social media as well. They plan to auction off my unit, but I cannot imagine who would want to purchase the shirt that a man died in.

  Business Response

  Date: 11/22/2023

  Thank you for bringing this matter to our attention.  The manager at the facility and tenant were able to come to a mutually agreeable resolution on October 18, 2023 in which Ms. ***** was able to remove her belongings. Please reach out if there are any further questions or concerns.

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a storage and insurance fee each month. My items were destroyed by water damage. The customer service was extremely poor and they refused to replaced damaged items such as clothes claiming they don’t cover water damage due to rain. While moving my belongings in the unit was fine. When switching out my clothing items I came upon an awful patch job using plywood on the ceiling. I never gave permission to access my unit and wasn’t made aware of a leak. When I noticed the leak I was told it wasn’t “they’re problem”.

  Business Response

  Date: 11/07/2023

  Thank you for bringing this matter to our attention. The facility manager provided the Prime Protection Plan information to the Tenant in a timely manner and and assisted with filing a claim.  If
  there are further questions or concerns, please do not hesitate to reach out.