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

  33 Chandler Ave Taunton, MA 02780

• 

  Compass Self Storage, LLC

  5301 N. Pioneer Road Gibsonia, PA 15044

• 

  Compass Self Storage

  1109 9th Ave Neptune City, NJ 07753

• 

  Compass Self Storage

  1310 Delsea Dr Deptford, NJ 08096

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:02/16/2023

  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 have been renting from the compass self storage on Aliiance in Fort Worth Texas for 6 months. The Guy Chad L***** has been taking advantage of me. He has been locking me out of my storage. And charges me extra excessive fees in order for me to regain access to my unit . My things has been destroyed by Rats and they refuse to do anything about that. Chad L***** is been a very Nasty Racist person. There is some under hand business going on.

  Business Response

  Date: 02/17/2023

  Ms. ****** signed a month to month lease and was aware of the rental payment due each month.  Per the ledger attached, there were several checks that came back as insufficient funds that were not repaid for her rental month.  The facility and District Manager made several attempts to discuss her account in which Ms. ****** did not respond accordingly.  Per the self-storage lien laws set by the State of Texas, we are required to overlock units that are unpaid until the account is current.  Ms. ****** would be able to gain access once her account is current.

  Customer Answer

  Date: 02/23/2023

  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,
  I reject the merchant, because for one they did not address my issue. I am being charge for additional fees to pocket themselves . I am also being lock out of my storage and threaten to auction my things off. I am now being block from clearing my accounts balance using my credit card Mr Chad L***** keeps asking me for cash payment The district balance does not want to expose his number. He clearly block his number so that I will know his contact number. He and the property manager never tried to get in touch with me. This company is doing ng underhanded thin

  ****** ******
  
  
  
  
   

  Business Response

  Date: 02/23/2023

  Please be advised that we cannot accept a check from the tenant since many have been deemed by the bank as insufficient funds.  We are not able to accept but money orders or cash when the customer has been deemed as insufficient funds by the bank.  We are more than happy to work with the tenant; however, we follow the self-storage lien laws set forth by the State of Texas and do not pocket the monies other than what the customer has owed to us.  Our phone system cannot block numbers and all calls are directed through our call center as per regulations.  The District Manager is more than willing to assist the tenant to discuss her payment options should she not want to speak to the General Manager.

  Customer Answer

  Date: 02/23/2023

  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,

   That's not true I have been renting from this facility for six months my first month the general manager lock me out on the 18th and I have four days to be late. Then he charge me excessive fees for me to gain entrance, and I wrote a check that return over four months ago and I paid those fees and whatever etra he demanded there after that I paid by Check they were excepted. Then on January 18th that check return and I acknowledge it with Mr Chad and he informed me of the fees which I was fine. When I was ready to pay he jack the price up to another 251.00. When he basically was trying to scam me out of money for the third time. This company wants cash and block me from using my credit card because someone is doing bad business and according to Mr Chad L***** it's the District Manager is doing underhanded business. I am headed to my bank to get a cashier check so I can have a back up. They want cash so bad l, when that is a bad business and consumers need to know. If the district manager Mr Scott Nichols want to talk to me then by all means he can call me . Don't Block your number. This company is doing underhanded stuff.

  ****** ******
  
  
  
  
   

• Initial Complaint

  Date:02/03/2023

  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.

  I've obtained my storage at Compass Self Storage 1144 Sigman Road Conyers. Ga 30012 unit# 124 in May 2022 and as of today I have paid this company nearly $2,300 Their commitment to provide me a safe and Clean environment to store my possessions. Well they didn't give me that. My kids and I stored my entire house/life in this unit due too my landlord decided to sell their property. So until I could find a home for my kids and I I stored all our things in this company unit. I asked if they have any pest or RODENT problem prior too storing my things and was told by the Manager Mrs Patty W******* No. So i stored our things. But due to a illness I wasn't able to check on my unit like I should have but when I did and finally opened the unit it was RAT INFESTATED!!! Droppings Everywhere. Rat urine stain Everywhere. Smell like it might be even something dead in our things! I was told not to bring food or anything that would attract pest and i didn't. I brought this to the manager attention and all she gave me was a card to the insurance claim department. And they only pay out $400! She gave me a box or two to replace the ones the rats chewed through! That's IT! So Now what am I supposed to do. Me and my kids can't lay or sleep on that. To breathe it in alone is a health issue. Anything I can savage will need to be Professionally cleaned. I'm out of thousands of dollars because I trusted this company to keep everything I own safe!

  Business Response

  Date: 02/07/2023

  Please see the attached ledger for Ms. ***** that shows the
  full amount paid was around $1,700.00 for her unit.  We have regular
  maintenance on pest control throughout the facility and on the outside
  of units (as we cannot enter units without permission), and our lease
  states that no perishable items are allowed to be stored as it can
  attract various animals, etc.  Ms. ***** was encouraged to insure her
  items through a third party insurance provider, Xercor Insurance, and to
  file a claim with them to cover her claim.  The facility has also
  credited her rent for February, provided ancillary items to assist with
  any damaged boxes, and offered to move her unit to a different area of
  the facility which she declined.

  Customer Answer

  Date: 02/07/2023

  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,
  
  ***** *****
  
  
  
  
   

  Customer Answer

  Date: 02/10/2023

  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'm rejecting their response because their response isn't accurate nor true. The insurance policy they offer for storage only payout $500 plus a $100 deductible on rodents (RATS) infestation. $400 don't come close to the damage those rats done. Everything I own to my name my kids stuff my deceased father things I had and a brand new $4200 bedroom set I not to long purchased prior to putting my things in that company care. Half of my stuff have to be thrown away and a $600 mattress has to be tossed due to rat urine covering it. It's not healthy to even go in the unit let alone put whatever I can savage without it being  Professionally cleaned. I asked numerous times before I stored my belongings do they have problems with pest control and their manager Patty said no over and over again just to get my business. She knew they have a problem. Also as far as crediting my account I was told if I moved anything the insurance would not pay on the claim so it had to stay put. I told her (manager Patty) why would anyone want to continue to do business with them. She told me she was going to have her boss to call me so we could discuss this problem but never got a call. She mentioned talking to him about crediting the account I got nothing until the bbb contacted them on text end with you still got to pay insurance knowing you can't file a claim on the same issue plus any disaster they don't really cover half of people property! And as far as assistant me in material for repacking up my stuff that where covered in rat droppings and urine and the stuff they chewed through she (Patty) gave me a box 1 box! And the last thing she they the company never Ever offered me to changed units! It was never discuss!!! This lady lies. I have paid to much for some of my things and some are unreplacable like pictures important documents etc. And all the worth $400! That's Unacceptable to me just unacceptable! So yes I'm rejecting their response.

  
  

  ***** ***** 

  
  

  ID# ********

  
  
  
  
  
   

  Business Response

  Date: 02/10/2023

  Please note that Ms. ***** did have coverage and the coverage she requested was at a maximum of $3,000.00.  We will be able to work with Xercor; however, she will need to send them the documentation they requested, such as photographs of damaged items from the unit.  To date, Xercor has stated she has not provided the necessary documentation to assist her with her claim.

  Customer Answer

  Date: 02/14/2023

  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 sent you a copy of the insurance package the manager Patty gave me and I know she's very aware that the policy they offer their customers only cover $500 for vermin (Rat) damage. She also know that that claim was processed on 2/6/23. So they had everything they needed no that's to her. It's seems to me that this manager and this company don't wish to do right by there customers. For the last 4yrs they have had a Rat problem and I really hate I trusted this company to keep my belongings safe. I also send you other reviews that are on their Google reviews related to the same issue. You can feel free to look it up for yourself since it's there for the public to see. I just only wish I would have saw it sooner. But they have been spending thousands of dollars on pest control "yah right" if that makes sense. This company needs to be held accountable for people things on their property. This don't have anything to do with other customers bring for in the storage if they did their job right they would know if someone violate that policy. They just want the money. They need to clean my furniture before I place it in my home. That's it or refund my money so I can get it done myself. This don't have anything to do with her being nice. She nice to get your business she's nice to get your money they She don't care because it's not her stuff it's not her property. And I not going to drop this into I'm compensated for my troubles and stress this has caused me and my family. I need her to know this. This is nasty and a disgusting unhealthy place to store any of your personal items and her customers need to know this before they do business here!

  
  

  Thanks

  
  

  ***** *****

  
  
  
  
  
   

• Initial Complaint

  Date:01/13/2023

  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 company is price gouging its customers. I am a long standing customer/consumer. They solicit customers with a particular rate, alternatively the customer agrees to the rate to later be paying increasing amounts every 2-3 months. My initial rate was approximately $200 a month (give ir take a few dollars) The current rate is now over $300 hiked up in less than a year. There is no apparent reason why. The property itself is not in the best condition and entry/exit gates are often in disrepair. The customers seem to incur the costs for these damages. I inquired about the steady rising cost of the units, there is never a clear answer, there also seems to be great confusion over the company policies,procedures and promotions I have written emails and placed calls attempting to speak with a representative in the corporate office. I was instead contacted by a local affiliate who guaranteed me a call back from someone higher in their company that would be able to assist me , it has been over 2 months and I have not received an email or phone call . The consumer relations practices at this company should be examined.

  Business Response

  Date: 01/20/2023

  I've attached the rental agreement and rental ledger for Ms. *****.  As shown on the ledger, Ms. ***** rent has increased; however, it's been every six months to keep in line with the competitive street rates from other self-storage facilities within a 10 mile radius of our facility.  Ms. ***** has been asked on several occasions to be put on autopay to avoid any late fees and ensure that her rent is paid in a timely manner.

• Initial Complaint

  Date:01/03/2023

  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 charged me for a unit that is paid on time and I cleared out my one unit and consolidated into my larger unit therefore I won’t be using both units . They told me that in order to do that I had to pay for both units and the price went up on both and I had to pay for insurance on a unit that is completely empty. In addition on the business card it says they close at 6 pm however they close the gates at 500pm and you can’t access your unit after 5pm so they technically close at 500pm. They said read the fine print however they business card is completely blank and has no print on it. Also I asked them the other day if they could allow me 15 extra access to my unit at 515pm at night and they said no and I explained to them that I was trying to get me things out of the unit and I wouldn’t be able to get the truck to do this again and they gave me no notice of rent increase.

  Business Response

  Date: 01/05/2023

  The facility in question is a Lock-Down facility due to the local area of Philadelphia in which it is located, meaning that the Building is locked up tight with no Tenants present once Office Hours are over – this means that Access Hours end 30 Minutes before Office Hours end in order to give the Team a chance to clear Tenants from this multi-story Building by Office Closing Time. This is posted not only on this Site’s page of the Compass Website but on multiples signs posted throughout the property, and tenant was aware of access hours.  Ms. *********'s rental payment on both units is the 29th of each month.  Per the self-storage lien laws set forth by the Commonwealth of Pennsylvania, owner has right to overlock units due to non-payment. Once the tenant paid, overlocks were removed and tenant had full access to her units.

• Initial Complaint

  Date:01/03/2023

  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.

  Unit was broken into Never notified by property All personal item stolen 3 days in a row and the manager can't seem to get the police the video footage

  Business Response

  Date: 01/12/2023

  Tenant was requested to submit claim to insurance through ****** and the claim is being processed at this time.

• Initial Complaint

  Date:01/03/2023

  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 recently moved to ******* in the middle of the Pandemic from Denver Colorado and am still commuting. Last summer and 5 months later both my parents passed in Colorado. I am an only child of my mother. I wasn't doing well emotionally mentally or physically and needed to store my things as I traveled back/forth to settle their estate and deal with an estranged step brother 38yrs away without visit word or acknowledgement, who began to terrorize me to the degree of a permanent restraining order. I placed my things with Compass Self Storage at the Lakefield location for its convenience and immediate access. I must say the time of movie in the fine details of the contract were not pointed out, especially the non-proration of rents or fees. They have their contracts uploaded on a small counter top screen and you're ask to initial and sign. It is only after you have signed and committed to the contract that you receive a paper copy. With everything going on and my commute I have not been able to focus on the paperwork. This fall I ended up moving closer into the city to have easier access to the airport. But with all the expenses of everything I couldn't handle their increases in fees $299, $341, $371 and late fees to the tune of $441. I made notice of intent to vacate. Was informed it was after my due date so I would have to pay a full month's rent inorder to access my things, some of which are from my parents. I have tried to work out a resolution with the Manager who has stated I either pay the full month's rent or wait until it goes to auction. I suggested several options but was refused. Statement was they don't offer prorated rents not for 2, 6 or any day under any circumstances. I am just looking to retrieve my things under a fair resolution as I do not have the resources to pay a full month's rent, pay for a truck and find movers. I have tried in good faith. This is part of the Amsdell Company in Ohio. Maybe clarity of contracts and a prorated addition.

  Business Response

  Date: 01/05/2023

  The facility and District Manager made several attempts to contact Ms. ******* to discuss her account.  The lease is a month to month agreement in which rent is due on the anniversary date for each month.  Ms. ******* vacated after rent was due for the  month.  While all late fees were waived, we cannot prorate the rent for the month.

  Customer Answer

  Date: 01/05/2023

  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:12/29/2022

  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.

  The monthly rental rate for my storage unit has consistently increased multiple times a year. The rate has gone from $89 per month and $12.00 for insurance to $185 per month and $12 for insurance. Every few months I receive notice of another $20 rental rate increase. The increases seem so excessive. I have never experienced anything like this with other storage companies.

  Business Response

  Date: 01/05/2023

  Our District Manager, Eric L*******, reached out to Mr. ****** to discuss his concerns and has not heard back from Mr. ****** after several attempts.  Unfortunately, Mr. ****** is not listed in our system so we cannot discuss accounts any further until we have the correct information from him that matches our system.

  Thank you.
  

• Initial Complaint

  Date:12/14/2022

  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.

  I have been an auto paying customer of the Compass on **** ******* ** *********** ** since April of 2017. For some reason the September 01, 2022, auto pay was apparently denied, and this is my first issue. I say apparently because I have not seen anything official from Compass showing the transaction was denied, and my bank has no record of the denial. Furthermore, my bank statement for September shows adequate funding was available to cover the $97.00 charge. Does Compass only try automatic payments once? On May 01, 2015, the transaction was denied, and Compass ran it again on May 5, 2019. Why did Compass not try this transaction again. This is my second issue. Compass allegedly sent a certified letter to an old address dated Oct 11, 2022. I say allegedly, because no one at Compass can show me where the post office returned the letter. This is the second issue. I was called in to the Compass office a few years back because new owners had taken over and I needed to update my info. It was during this visit that I updated my address. Finally, not one time did I receive a phone call from Compass stating my account was delinquent. I rarely visited this storage unit so I never saw the lock. I trusted Compass to continue automatic withdrawals from my account. Now my unit has been auctioned and Compass has turned me over to collections. I have attempted to contact Andrew at ************ ext ***. His number lways goes to voice mail and he never returns my call.

• Initial Complaint

  Date:10/03/2022

  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.

  I rented a unit non climate controlled for roughly 189 a month to store my furniture and my kids furniture along with clothes and household items. I’m 100% disabled permanently and total with VA for issues I encountered during my deployment to Gulf War. The mgr at the time was very appreciative and said I had nothing to worry about storage there as I was worried about break ins. I had automatic deduct from my bank account for monthly bill. My kids have gone a couple times to get items they needed and never had an issue so I didn’t until I caught that they had raised my rate to 349 a month?!? I called and spoke to a lady at the location and she said corporate will raise rates and because there is no contract they can do that. She said she can’t change it..I said the rates that are published online are way less for same unit..169 to be exact for non climate controlled unit exactly like mine…she said yes that’s for new clients. I said I’ve never been late, I’ve been a great client why would you raise it like that and she referred me to corporate. I don’t think this is fair, I don’t mind paying for a service and their customer service has been good at the location but I also don’t want to be overcharged which I have been, to a great amount. I think they see that the client is never at the location, has auto debit to pay monthly and raised rate thinking no one will notice or when they do they send you on a call corporate and then call customer service then call the local store and on and on. It’s not right. This is the Compass Self Storage on Jodeco Rd, Mcdonough GA 30253 I rent unit j-457…I want the correct monthly charge and a refund for amount overcharged…at the very minimum the correct monthly charge which I have no problem paying but not 349 a month! That’s higher than their biggest climate controlled unit!

  Business Response

  Date: 10/04/2022

  On 10/03/22, the District Manager was notified of inquiry by tenant and adjusted rate to reflect current street rates.  Tenant was notified and satisfied of update.  Unit will stay in review to make sure it aligns with competitive street rates in surrounding area.

  Customer Answer

  Date: 10/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:07/28/2022

  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 rented from Compass Self storage and was charged for a month I was not in the unit. I have been trying to get reimbursed. However, I can't get anyone to return my calls. I need this refunded back to my card.

  Business Response

  Date: 08/05/2022

  While we cannot refund the credit card once it is charged, we are in receipt of a refund request from the facility and our accounting team is processing the payment to send to the tenant.  Thank you,