We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Storage Units

Compass Self Storage, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage Units.

Complaints

This profile includes complaints for Compass Self Storage, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Compass Self Storage, LLC has 105 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 49 total complaints in the last 3 years.
    • 8 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/23/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Since May 2023, (ongoing 2025) I have endured a staggering 62% increase in my storage unit rental rate within just one year. This dramatic hike is far beyond what could be considered a reasonable or market-aligned adjustment. Unfortunately, I had no realistic option but to accept it, as the logistical challenges and costs associated with moving stored items make it nearly impossible for most consumers to avoid such increases by relocating to a different facility. To make matters worse, I recently had a highly disappointing experience with Compass Self Storage, specifically involving District Manager Scott ***** at the Kennesaw, GA location. As a business owner and professional, I value clear communication, integrity, and customer service—unfortunately, my experience fell far short of these expectations. From the start, I encountered issues with transparency and accountability. Despite multiple attempts to address my concerns, Mr. ***** was unresponsive and dismissive. Rather than working toward a solution, his approach seemed more focused on deflecting responsibility, which only added to my frustration. The lack of professionalism and genuine customer care was evident throughout our interactions. Adding to this, the same Compass Self Storage location is currently advertising an identical unit to mine at half the price I am being charged. When I inquired about adjusting my rate to match the advertised price, I was informed that I would need to physically move all my belongings into the new unit—even though it is literally next door to my current unit. This requirement is not only impractical but also an unnecessary burden on the consumer. As a result, I have been overpaying approximately $300 per month for 21 months, which is both financially and ethically unacceptable. This situation highlights a broader issue with the company's district management and corporate policies, underscoring the urgent need for fairer and more transparent storage unit rental practices.

    • Initial Complaint

      Date:12/27/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      For the sake of clarity, I shall list what I consider relevant events in sequence: I had a bill of $193.26 due 27 Nov. 2024. On 20 November I mailed a check in the amount of $200. to Compass at 1109 Ninth Av., Neptune, NJ 07753. My return address was on the envelope, which was mailed in the same county where Compass is located. Compass said they had not received payment. I advised them that it had been sent and trusted that they would soon receive it. When Compass added a $30.60 charge to my account, I said I would not pay it because I had sent payment on time (and have a carbon copy of the dated check). On 6 December I went to Compass with a $200. check to replace the one I had sent. Compass refused to accept my check, rejecting it as "partial payment," which they claimed they cannot accept. ('sounds like a dumb business practice to me) When the "friendly reminders" started to contain "urgent information" about avoiding auction, I paid.the $223.86 bill by credit card. Do I have any recourse here? Why do I bear responsibility for apparently lost or misdirected mail when Compass bears none? For all I know Compass did receive my timely payment but did not apply it so that they could enhance their revenue with a usurious charge for doing NOTHING. The invoice and check mailed on 20 November have still not been returned to me. I would like $30.60 returned to me. Thank you for your help.

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 business has poor business practices and not customer friendly especially the existing staff. I have used this company 3 times in the past and the staff and business were great. The staff that exist there now are rude and inconsiderate. I signed a written contract with them and she made no effort to call me or an attempt to inform me the rate increase. But will make the effort to call about the bill. if your 2 days late she puts another lock on the unit so you are not allowed to obtain access to your valuables. My mother passed away and it took everything I had to assist with her burial. But did not matter to these people and I know this is a business but setting up an auction two weeks past a due date seems very poor after informing them you lost your job on top of it all and will pay on a specific date within a reasonable range. I will never do business with them again and inform everyone of there poor practices.

    • Initial Complaint

      Date:11/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      There was an incident that occurred I misjudged the height of the door opening and the trick I was driving the top hit the bottom of the door the ignorant person at the desk said I drove thru his door which never happen I called there he was extremely rude telling me I wasn’t me and hung up I went there at 3 o’clock on November 15, 2024 he did nothing but disrespect and belittle me and my daughter no customer service skills once so ever he told my daughter we could access the unit but we needed to be out we went the same night to out stuff in there and sure enough he deactivated my code which is totally illegal my monthly fee is paid

    • Initial Complaint

      Date:11/08/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Business is charging me $9 more monthly for the storage unit than advertised price online. When initial payment and contract was signed. Desk representative said they would get manager to have it adjusted to correct price from $149 to $140. One month later, and I’m being told they will not adjust the price even though website still currently reflects the lower rate and I am being charged a higher rate. They also informed me I will be charged a late payment all while I waiting for this to be resolved. This is false advertising and unethical business practice.

    • Initial Complaint

      Date:10/02/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Good afternoon, I have rented two storage units: one large; one small, from Compass Self-Storage, at 12 Oregon Avenue, Philadelphia, PA. They are claiming that they do not have any records of payment for the larger unit for the month of August. They have received: a0 email confirmation from my banking institution; b) copy of statement from my banking institution. Compass facility manager claims that he does not accept that as proof of payment, because there is no record anywhere at Compass Self Storage that payment was made. It is very convenient for Compass to claim non payment, to then refuse to accept payment for the month of September; then, increase charges in excess of $600.00 for the large unit and threaten to auction my belongings. In 2023, I left all of the contents of my home in storage, due to having to travel to Panama on a health emergency (severe anemia), following several hospitalizations in Philadelphia, then in Panama, had the operation while in Panama, and it took approximately eight months to recuperate. I stored ALL contents of my house before traveling to Panama; only came with basic everyday clothing, and two pairs of sneakers. Compass Self-Storage has received constant communication from me every month, to ensure that they do not do as they are accustomed to doing to many of their storage tenants; which is to bully them with arbitrary price increases to the point where they keep their belongings and auction them, without giving them the opportunity to pay. Even when they have paid, they still go ahead and auction. Compass Self-Storage keeps doing this, because they know that they are a portion of the industry that is not regulated. There must be a way to prevent this from happening.

    • Initial Complaint

      Date:09/24/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Had a storage for 3 yrs at the location in Smyrna tan on front street in august I incurred all of these late fee because I couldn’t get in touch with the property about there hrs to pay cash and then it didn’t paid on time and then they tagged on another month and a lot of late fees.when I tried to call about the payment arrangements the manager running the business was really rude and hung up in my face .started calling corporate every since to try to set up a payment arrangement every time I call them they say they will email the owner at that location I’ve called 6 times to send a email to the location owner nobody is calling me to make arrangements for my storage .they trying to put my storage in auction status please help my phone no is ********** 

    • Initial Complaint

      Date:06/06/2024

      Type:Product Issues
      Status:
      Unanswered
      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 a situation starting in April. I went to my storage unit one day, I found feces and urine in my unit. I notified the manager, he said he will look into it. Then, I cane back to see if the feces and urine was gone. Unfortunately, it got worse, it was on some of our belongings. I asked the manager if I can get transferred to another unit. He tells me hey can't transfer me. So, I decided to get my stuff out due to lack of help from the company. Then, the manager tells me that he could transfer, but it was too late. Therefore, I asked for a refund due to me leaving my unit almost 3 weeks early on my lease. Then, I got everything out on May 19th. I asked for a refund due to the situation of rodent issue. I contacted the corporate office several times to try to resolve this matter. The district manager emailed me saying that they can't help me because I chose to leave early on my lease. I said to him, I left because you have a rat infestation, so I didn't want any of the belongings to be further damaged. So I had to pay $98 to this company, plus my other storage was $108. I would like some compensation for both amounts stated. Plus, the time that I had clean the unit and the gas to go back and forth to the other storage. If you need any more information, I will definitely provide what is needed. Thank you.

    • Initial Complaint

      Date:05/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a storage unit purchased with this location in November, due to me facing homelessness and unemployed i was unable to make a payment. I was informed the storage unit has been trying to get in contact with me but i was not reciving any missed calls, it was brought to my attention the wrong number had been put in the system. i personally changed my contact information. here it is now april 18th my storage unit is up for auction i called april 18th to explain to the worker i did not have full amount on my card so i asked do i have till the end of the day or the shift to make my payment ? he was unsure and informed me he will speak with the maneger and give me a call back the following day (19th). i called the very next morning to make my payment to be told my unit has been sold to auction. i was told he attempted to call me several times after he spoke with the manager to inform me i needed to pay the full payment by a certain time that day. i explained to him i never recieved a call . the following day i called to speak with the manager i was informend although i updated my contact information it was noted and not put into the system so the staff was still contacting a number i been updated. due to that SIMPLE mistake of either the staff not updating my number in the system or the staff contacting me (april18th) going based off the number presented instead of "in the notes" I LOST ALL MY ITEMS AND THEY DID NOT CARE OR TRY TO DO ANYTHING ABOUT IT ALTHOUGH I DIDNT MAKE A PAYMENT I HAD ALL 698$ TO MAKE SURE I DIDNT NOT LOSE MY ITEMS.

    • Initial Complaint

      Date:03/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      2 months ago I rented a unit from this facility that I’ve used numerous times in the past, always being on the 2nd floor. This time I got a 1st floor unit. This was an emergency unit that I needed. When I got to the facility and signed up, there was a pest control guy there and they were talking about mice to the employees. I overheard this and wasn’t surprised a few mice might be around, but what I didn’t expect was the unit I would be renting would be covered in mouse urine and droppings. I have this video taped from the day I rented the unit. I went to the office the first day and made a note of it. The girls there are great but they can’t do everything. Broken glass in the unit, mouse droppings everywhere, the smell of mouse urine is heavy and there was a DEAD ROTTEN MOUSE in the corner of the unit that I have on video. Some photos attached as well, Now again, this was an emergency unit and I had already paid someone by the hour to help me move my things into the unit. I was forced to stick with the unit because financially I had no other choice. The mice are still active in my unit, and the last visit the pest control was there again. Clearly mice are all over the place in this building on this floor. I never saw a mouse when renting the 2nd floor. I am working to remove my items and put them in another facility over the next month which I will now have to pay for again. Mice are chewing on things, pissing on things. The facility is clearly aware of this problem since pest control is there so much. So it’s ridiculous to pay $250 for a urine filled, dead mouse, mouse dropping unit. I’ve paid $400 into it so far, only to have to pay someone to move everything again so my belongings don’t get ruined by the smell and fecal damage. I don’t think it’s fair I have to pay for this. I have $150 into the unit with discount for the first month. $250 into the 2nd month + the $200 I paid someone to help me move and now I have to pay them again to get me out of this unit

    Compass Self Storage, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.