Complaints

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:05/17/2025

  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 spent $300 today to move out of my storage unit but cannot move fully out because I have items that won't fit through a regular size door! Their bay doors haven't been working according to comments of other reviews. I have called customer service and they weren't helpful at all! They said they are under new management but wouldnt provide a name or number to help me get this resolved. Now I have to spend more money when they can actually fix the doors, to finish moving my stuff out. I have contacted the police, made a report so I can no longer be charged for occupying a unit i cannot move out of. I was also told to take them to court to get this resolved!

  Business Response

  Date: 05/20/2025

  Our apologies. We were not properly informed of the situation, the bay
  doors are down for repair at the moment with notes on the doors
  stating this. Had we known about this situation we could have had our
  Maintenance person meet at the facility to manually open the bay doors
  which are currently locked for safety reasons until they are repaired.
  Please reach out to us VIA email at ************************* so that
  we can get you scheduled to meet with our Maintenance person at the
  facility.

  Customer Answer

  Date: 05/25/2025

   I am rejecting this response because:
  
  
  I emailed back and tried to set up a time to get my things again for Saturday (5/24/25). NO ONE SHOWED UP! Broadway self storage has failed twice to let me get my things. This business is horrible! Now im unable to get my things until July 5th because of my schedule. I really hope they do not charge me another month because they won't let me get my things! They said they called me but never received a call. You cannot trust anything this business says!

  Business Response

  Date: 05/27/2025

  ******** emailed us on Friday at 6:35pm which is after the
  posted office hours of 9am-5pm stating she would be at the facility the next morning
  on Saturday. I was not able to schedule a time for the maintenance person to be
  there on Saturday morning because the office is closed at 5pm on Fridays and
  closed on Saturday and Sunday. The facility is closed on Saturday and Sunday
  and these are also posted. I did not receive the email until Sunday and I responded to her email on Sunday and asked that
  she call during business hours or send an email with a day and time that works
  best for her so that our maintenance person can open the bay doors safely. I also told her that she can call in and leave a voicemail while the office was closed and I would respond to that after business hours so that I can accommodate her as best I can.  I
  also informed her that the bay doors are shut down for repair and turned off
  for the safety of the tenants. I have tried to accommodate her the best that I
  can. I can still schedule a day and time for the maintenance person to open the
  bay doors for her.

• Initial Complaint

  Date:09/10/2024

  Type:Order 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 contacted you guys before about this specific company and nothing was done. Now the company has sold all of our belongings without my knowledge and after refusing payment. I had over $10,000 worth of belongings in there all of me and my kids things and now we have nothing. I attempted to make a payment to the company as I've had the storage space well over two years & the person who emailed me saying they sold my stuff said they were referred to as ****** rental now but I rented from Broadway self storage and I guess they sold these people the storage. Either way my signed contract also states what I pay a month and I didn't have insurance. But these people raised the price and also forced insurance as well without a new contract and I was being overcharged and my storage was made unaffordable so I talked to a lady and tried to make over half payment of what was due but she refused it and told me to try to come up with the rest of if I couldn't I could just pay a portion and get my stuff out in 48 hours. So I attempted to work on getting the rest and let her know I would try as I was homeless right now and when I contacted them back they said they sold our belongings. Which was our whole lives including tv stands kids power wheel and multiple brand-new toys Minnie toy box in box birth certificates and socials beds clothes dinning table mattresses which were all brand-new. I'm desperately seeking some help with getting something done about what they did. And I asked for my original lease and he sent me something different even though I located my previous email and I also asked for the payment history in which he then stopped responding. I've given the company but the person said ****** rental and the number *********** I'm going to attach the lease as he sent which is wrong but also shows that I should not have been being charged over 100 a month for my space and also the date is wrong and I'm also going to send the actual date and lease agreement.

  Business Response

  Date: 09/11/2024

  Hi. The tenant above did not make any payment from at least December 17th, 2023 to July 3rd, 2024 when the unit was sold at auction. Broadway Storage was not sold to ****** and still maintained the same owner. ****** took over management but still accepted payments for rentals like normal. As for the rate difference in the complaint, all storage leases are month to month leases. The original contract that the tenant sent over showed a starting rate of $63.99. When ****** took over management on January 2024, the rate was $69.99, as this was the original rate we have on our new lease. This shows that the old management at one point had already raised the rate due to the month to month leases. Rates can be changed with at least 30 days notice at any time. The old lease in points 8 and 9 also mention default and lien and state nonpayment leads to a sale. Our new lease states the same. The complaint mentions that we forced insurance on the account. If you look at the attached ledger, you will notice a $2000 protection plan at the very bottom when we first took over management and then in April it changes to "Bader Program." This means that when we took over management, there was already insurance on the account. We do not use Protection Programs. This was what she was already paying for monthly. We do use Bader which is what it changed to in April. We did not force insurance on as that was already apart of the tenant's monthly bill. This complaint also notes belongings were sold without her knowledge. I will attach notes from multiple calls where the tenant was made aware of the auction date. On June 19th and June 26th, the tenant promised to pay before July 3rd, which was the auction date. We also had two other promises to pay back in March and May that did not occur. We offered a pay to vacate where the tenant can pay at least 50% of what is owed with the promise to move out at least 3 times, with clear instructions on how to take advantage of it. We do try to work with all tenants as we never like selling anyone's items. This is the hardest part of the storage industry; however, it is the only way to get a unit rentable again while collecting some of the money owed back when the original tenant has not made any payment. I will attach unit notes and the ledger to support this claim. The ledger will show one payment on July 3rd from the auction buyer only.

  Customer Answer

  Date: 09/11/2024

   I am rejecting this response because:
  
  
  That is not true. They were already in ownership well before then and they are also not truthful about me attempting to make payments that they refused multiple times and my grandmother was upset because she said that don't make sense as I was at her home when trying to offer them payments on two occasions. And their lease was not what they are stating they told me my rate was almost $90 then $12.99 for insurance and another couple bucks to even access my unit and I was locked out my unit after two days pass payment due which in the lease says not until 5. They are not being honest because they know they illegally sold our stuff and I did not get any calls as I was in the hospital with my phone while my sister was dying the only day he started to me he called and no calls were received. And she never said by July 3 she told me exactly what I said after refusing my payment which was over half that was due and told me to try to get the rest and if I couldn't come up with it then I could do the 48 hour thing but when I contacted them they said they had sold our stuff, that is not ok and I was already told how they check out people's things there and when they take it the owners go through it and take what they want first so I know this  was done to take our things because I made it clear that it was everything we owned I didn't want to lose it and was doing everything possible to keep it and I was upset because they kept turning down my payments so I stated that I was going to work on getting it out after that was resolved funny how literally a week or so later they do that without my knowledge. I tried to pay them, they refused my money we had brand-new stuff in there to start life again after abuse they stole a lot from us my school laptop, our personal stuff now I gotta get alerts for all my kids socials like their beds so much and it wasn't right. We have had so many people take from us and do us not so well but this is so wrong and not being honest won't fix it. I want our things I was still paying for our dining room table which was almost 2 thousand if they don't want to give it back our belongings then I want compensated. I won't be silenced this time I will do what is needed because they took EVERYTHING from us.