Complaints

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

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  Compass Self Storage, LLC

  Cleveland, OH 44135-6009

• 

  Compass Self Storage, LLC

  16005 Chagrin Blvd Cleveland, OH 44120-3705

• 

  Compass Self Storage

  400 George Washington Hwy Smithfield, RI 02917

• 

  Compass Self Storage

  711 Branch Ave Providence, RI 02904

• 

  Compass Self Storage, LLC

  422 Elfinwild Road Allison Park, PA 15101

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:07/20/2023

  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 my property in a storage unit at Compass Self Storage at 711 Branch Ave. Providence, RI 02904. A check was mailed out to them which I have verification that they received but the check has not been applied to my account as of yet. The check was for $149.99, I was told that due to an employee being on "vacation" basically I just have to wait until it gets applied to my account. In the mean time I am acruing late fees every 5 days. I asked for Corporates number and was told they dont have corporates number and there is no one I can speak to. I went into the location another ocassion and again asked what was going on with my check and I need to speak with someone in Corporate and (Brianna) was rude to me. Continued to look at her computer while I was asking questions. Justin M******** hung up on me over the phone on 7/20/23 at 9:17am. Spoke to Kim D*** abd she was rude to me over the phone and stated theres nothing she can do for me. I received a test message today 7/20/23 stating my belongings will be auctioned if I dont pay and a check was already mailed. I sent an email asking Justin to remove all late fees and I will pay over the phone via debit card and I will have the check cancelled and he hasnt responded. I would like BBB's help to get contact information for Compass Self Storage corporate office so I can have my check cancelled and make a complaint and get all late fees removed so I can pay today via debit card. Also I have a recording of Justin stating that he would remove all late fees now he is refusing to remove them and stated I need to pay the full amount of $201.

  Business Response

  Date: 07/24/2023

  We are sorry Ms. ******** did not have the experience she should have had.  Our District Manager spoke with her and discussed her concerns.  Our corporate office will be processing a refund for the late fees she paid.

  Customer Answer

  Date: 07/24/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  Yes I did speak with the Manager but would like to keep my case open until the matter is resolved. Waiting to hear back from the Manager. Did speak to him last week and he stated he would get back to me. 
  
  Regards,
  
  ****** ********
  
  
  
  
   

• Initial Complaint

  Date:06/22/2023

  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.

  Completed and filed with Company in June of last year that I was vacating storage unit. Have email confirmation of receipt and that past Augusta I would no longer be charged. I saw in August that I was charged so called back to confirm no other charges would be placed & manager confirmed this. This month I realized they were still charging me - almost 2k in wrongful charges. When I called about the issue this past Sunday they argued with me that I left a lock on it and since it had a lock they continued to charge me. I met them know that was not my lock & they should go ahead & cut it off. Which they did but they still will not refund my money. The manager acknowledged he had received the vacate notification & form.

  Business Response

  Date: 06/26/2023

  Our District Manager reached out to the tenant to discuss further and came to an agreement to satisfy both parties.  Tenant has agreed to rescind complaint.

• Initial Complaint

  Date:06/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Rate increase significantly OVER the published monthly rate for a 10' x 20' unit drive-up unit at the storage location where I have a unit (Elfinwild #***). A storage unit of the size which I occupy at this facility location rents for a published rate of $179.00 per month. No heat, no air conditioning or electric are provided in my unit or in the published rate. My monthly payment is always made thru my bank and has only needed to be adjusted due to prior rental increases not being received via US Mail. Any adjustment needed was paid via credit card without delay.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  BEWARE!!!! this facility has been nothing but a nightmare. First my unit was robbed. There was an ongoing problem and they didn't even have cameras all around the facility. Even after insurance I still lost. They promised they fixed the problem so I stayed. One year later (last month) I went to my unit and there were HUNDREDS of mouse droppings! The whole unit was covered and contaminated. They are NEGLIGENT and don't take accountability for their lack of responsibility to offer a protected and clean space. Insurance is a joke there too finding ways to pay as little as possible. They never disclosed to me when getting the insurance for 3k a fun little clause saying rodent related damage will only cover $500 minus a $100 deductible. I lost over 4K worth of stuff there. The manager was snarky and condescending and basically took ZERO responsibility saying “we just rent the space” and to go file a claim. STAY AWAY FROM COMPASS!!

• Initial Complaint

  Date:05/17/2023

  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 took out the storage unit to be able to store my bicycle as I wanted it to be in a safer place then other options I have. I am a high end racer and have events lined up to compete in. When I booked the storage unit I was promised 24 access and the unit has advertisements of opening at 6am for general access. I arrived at the unit at 6am on April 8th so to have time to be able to make it to the event starting at 10am. I had just paid for the next month a few days previously. On arrival the code that I had would not work to open the gate or any door. I tried calling into their customer service desk to resolve the issue, but there was no answer. I tried everything that I could to get in, but was unable to access my bicycle and as a result was forced out of the event. I eventually got a response from Compass just before 10am saying there was a computer glitch and everything worked now. I tested it later that day and there were no issues. I was offered no compensation for the loss of access. I was offered a number to the regional supervisor who offered a free month, but would not offer any assurances of a refund for month that I had just booked even if I emptied the unit. Due to the issue, I do not want to continue with the services and thus feel that I am out my month's rent along with fanatical losses due to missing the event. As a racer, I have coaching expenses for the build up to the event, along with event entry fees. When totaling it up I come to about $1200 due to the buildup, event fees, and rental fees. The biggest issue that I see is that there is no support for the hours they claim to be fully open giving me no one to help with the issue. I understand that 24hour support may not be possible, but there needs to be some support during advertised open hours. Added in there seemed to be zero care for the losses that their issues caused me. I felt that they just wanted to blame their computer system, a system that they should be able to have full control of.

  Business Response

  Date: 05/18/2023

  We advertise gate access from 6:00 AM – 10:00 PM Mon – Sun (on our website), and office hours are 9:30 to 6:00 Monday through Saturday and 10:00 to 3:00 p.m. on Sundays.  Mr. ******* was granted 24 hours access as an act of good faith.
  
  Mr. ******* did come to the property at 6:43 AM on April 8 and was not able to access his unit.  This was caused by a glitch with the computer system.  When the General Manager arrived at 9:30 AM on April 8, she reviewed emails and calls and promptly fixed his gate code.  She also tested the gate code to ensure it worked.  She then called the tenant around 10:00 AM and apologized for the issue and let him know that the issue had been fixed.  The down time was approximately 3 hours.  Our team did offer to the tenant a month of free rent which Mr. ******* declined and requested a full refund.  Our District Manager offered to grant the refund should he move out within 48 hours (as he had only been renting for about a week.  Mr. ******* stayed in the unit for an additional full month and paid rent on that month. Mr. ******* was offered a free month and a credit for an inconvenience of 3 hours and it was not accepted by Mr. *******.  While we understand the frustration of the inconvenience in April, we have been more than willing to work with Mr. ******* with to no avail.
  

  Customer Answer

  Date: 05/18/2023

  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 understand what was offered, but what was ignored was what the three hours that it took to get a response cost me. There must be a system in place as 3hours can be a significant amount of time and can cause lots of issues. We have agreement of cause and fault, but the failure to properly respond to the financial losses that their lack of support/response led to is at issue. Added in I was never offered an official timeline on removal to receive a refund. I was only offered a possibility if removed in a timely matter. This response is my first hearing of the 48 hours with confirmation and had I had that confirmation I would have removed in the time, but with a lack of any full promises and based on the track record of the company I expected to be denied a refund no matter what actions I took. Overall, when following the timeline, I am still at a loss financially and they have admitted that they were at cause and thus I feel there should be compensations
  
  Regards,
  
  ********* *******
  
  
  
  
   

  Business Response

  Date: 05/19/2023

  The District Manager discussed the incident with the tenant and the repairs were fixed within 3 hours due to mechanical issues beyond anyone's control.  We cannot monitor a gate 24/7 as our employees need to only work based on state employee laws.  The District Manager offered compensation worth more than a 3 hour error and unfortunately we cannot offer any more at this time. We are sorry it was an inconvenience, but we cannot predict powers outages or weather related mechanical issues at all hours of the day.

  Customer Answer

  Date: 05/19/2023

  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.
  
  System errors fall on the owner of the system. I’m also a bit confused on the issue. I have been told it was a glitch in the system over and not an issue with power or natural causes. The cause seems to have changed as more is discussed. This feels like you are trying to avoid the results of the 3 hours. With issues in time like this there may be time when what was offered would be reasonable, but in this situation the losses that were suffered were no where near what was offered. As a result, I believe that there should be coverage for what was lost. Added in there are issues as what I was told over the phone does not match what has been stated in your responses previously. Now is the time when you as a company need to accept how a failure in your system affected a customer and what it cost them.
  
  Regards,
  
  ********* *******
  
  
  
  
   

  Business Response

  Date: 05/22/2023

  The District Manager gave an offer and the offer stands as is.  We apologized for the inconvenience but our offer stands as is.  If Mr. ******* has any further questions, he can discuss further with the District Manager.

  Customer Answer

  Date: 05/22/2023

  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 find this a bit odd that the one tasked with responding to issues like this would not be able to do things above the regional manager. It seems like there is no care with the business whatsoever. I have stated what your 3 hour mess up cost me and it is nowhere close to what was offered. I am willing to take this to higher levels if there is no willingness to even discuss options.
  
  Regards,
  
  ********* *******
  
  
  
  
   

• Initial Complaint

  Date:04/18/2023

  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 April 8, 2023 I went to pay my rental fee $122.16 for unit ****. I was told the amount was $ 142.56 including the late fee. I disputed the late charge and offered the $122.16, they refused the payment. On April 12, 2023 I returned to pay the $144.56 and was told the amount was now $264.72. Again they refused the $144.56 stating they could only accept the total amount shown in their system which was now $264.72. Their position is that no early or partial payments can be applied to an account. So at that point they denied my access to my unit. My payment is due on the 12th of each month with a 5 day grace period before a late fee can be attached. At this point I only wish to pay corrected rental fee and rescue my possessions from this company. As of April 18, 2023 I received a Preliminary Lien Notice with a total balance due of $289.72.

  Business Response

  Date: 04/21/2023

  The tenants rent is due on the 12th of each month.  A year after the tenant's initial lease, payments began to slow and be missed, causing the tenant to pay one month in arrears for over a year.  An agreement was made in March 2023 that late fees would be waived if payment was made to bring the account current and continue to pay correct amount by the 12th of each month.  We do offer an auto-pay option for tenants to avoid any confusion with late fees, etc.; however, tenant has yet to sign up for option.

• Initial Complaint

  Date:04/09/2023

  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.

  They double charged me for February after I already paid for February. I called about in February the manager assured he was going fixed it.

  Business Response

  Date: 04/12/2023

  The tenant was not double-charged in February; however, they did  pay with Two Bank Checks to get out of Auction, but the larger of the Two Bank Checks ended up coming back as NSF. When our system processes a NSF for a Payment that isn’t the last payment registered in the system, it Reverses out ALL Payments made since the Payment in question, so both checks ended up being reversed out of the system. However – on both Ledgers there is highlighted a $115 Credit (Yardi) and $53 Credit (SSM) that is equal to the $168 Check that should NOT have been reversed by the system initially. So the amount she paid that was due this past Saturday, using 2 different credit cards, brought the Account Current and the Tenant has agreed to vacate by 4/17/23.  This was all agreed to between the Tenant and the Site Management Team on Saturday, April 18, 2023.

  Customer Answer

  Date: 04/12/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ****
  
  
  
  
   

• Initial Complaint

  Date:04/04/2023

  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 3/8/23 I called compass storage to process my bill payment of $307. I was later included in a mass text from the company on 3/29/23 stating that if “we” the customers made a recent payment then it was reversed due to a system update. My bill is due on the 28th of each month and had already received my statement informing me that my bill was only $260 so I was not inclined to believe that I needed to check on my initial payment that was supposed to be processed 3 weeks ago. Now today, I received a call from them stating that my unit lock was going to be cut and items set for auction if a bill of $509 was not paid. I have informed them that this information is incorrect and they are still trying to hold me at fault for their error. I have informed them that I have already processed a check payment as of todays conversations to make up for the reversal and that I should not be held accountable for late fees as I was improperly and untimely informed. I would like for all late fees to be removed and payments accepted at regular price with a new lock placed back on my unit.

  Business Response

  Date: 04/06/2023

   

  Ms. ****** is correct in stating their was a glitch in our system that our corporate IT team has resolved as we migrated to a new software system.  Hal Wallace, the District Manager for the area in which Ms. ****** stores her personal property has been in touch with her to discuss the issues and confirm what is currently owed.  Mr. Wallace informed the tenant that all late fees were waived and her current rent due for both units is $512 (two units at $258 each) is due to be current.

• Initial Complaint

  Date:03/01/2023

  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.

  My mom is a 69 year old elderly woman that has heart failure and kidney failure. She has had a storage at 200 nw 79 st miami fl for about 10 years or more. On 2/28/2023 a employee. I guess either assume all Hispanic sound are the same or the same. Because I dont know how **** and ****** sound the same. She illegal changed my mother unit from 10x10 to 5x8 and let this so called ****** signed a lease agreement with all of my mother information. Because they forget that the account was linked to my email address. I called they kept hang up on me when I called the main office. They information about the changed. The "Rude" lady at the storage called me a liar that I never called the main office and it was a computer error. I never knew that a computer error signed contract. When my mother arrived they told her the truth. I am guessing I can go to any storage facility tell them I am changing unit they don't check ID. No because my mother is Hispanic and woman is Hispanic why check ID. And **** and ****** sound the same. Why not give the lady a copy of the contract as well with **** home, address, and driver's license, etc. So that mean that compass self storage is doing things illegal and stealing from the elderly.

  Business Response

  Date: 03/03/2023

  The District Manager, Gus M*********, reached out to the customer to inform her that the computer glitch had been resolved and all should be as it was originally. 

• Initial Complaint

  Date:02/21/2023

  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.

  Compass storage is overcharge late fees and my payment is was $125.00 and then because I had late payments they jacked up to $140.00 the late fee us$ 20.00 then if I don't pay I get. Charged another $20.00 so I end up paying $ 192.00 two late fees

  Business Response

  Date: 02/23/2023

  Per the attached ledger, you will notice that rent is due on the 29th of each month.  The lease that Ms. ***** signed gives notice that if rent is not paid within 5 days of due date, a late fee will be charged.  This is compliant with the self-storage lien laws set forth in the State of Rhode Island.  We do offer an autopay program that allows the customer to ensure they are not late with their rent and not incur late fees.  Ms. ***** can contact the facility to inquire further.  Thank you,