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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

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

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    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:07/19/2022

      Type:Billing Issues
      Status:
      Resolved
      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 received an email that a late fee was charged to my account. That once the fee was paid in full I could call to have the late fee credited to my next months payment. However when I called the employee said that was not possible. I was informed & lied to that the fee would be credited for the next month.

      Business Response

      Date: 07/20/2022

      Account was reviewed by District Manager and, as an act of good faith, the account was credited.

      Customer Answer

      Date: 07/20/2022

      [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:07/06/2022

      Type:Billing Issues
      Status:
      Answered
      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 storage company originally priced my storage unit to me for around 125.00 a month including the 12 dollar insurance payment monthly ! So now every couple months they are up charging me for the unit ! Just today i received another statement in which I can show I have it in hand now ! It is now up to $161.10 !! So it's went from 125 all the way up to 161 ! This isn't right at all and I have a whole unit completely full of my property not to mention the pictures I have of damages from rodents to my property ! It's hard to say how much more damages their are if I'd go through the whole unit! This isn't ok to keep up charging me or anyone else !

      Business Response

      Date: 07/13/2022

      Our District Manager, Bil W****, has made several attempts to contact the tenant to discuss rental amount and work with the tenant on their account.  At this time, we are waiting for a response from the tenant.

    • Initial Complaint

      Date:07/04/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 been contacting customer service and the store with no luck at all. Our unit keeps getting the red lock despite being on autopay and there's be absolutely no reason for a red padlock. Any time I attempt to ask someone about it I have to start all over with my story and they just act like they don't know. They don't even try. I've lodged two customer complaints that I'm told would result in the property manager calling me but no one has. I've been tried to reach out to the district manager and he hasn't contacted me back yet. Someone needs to contact me and explain why the red padlocks keep getting out on my unit despite your own office staff saying there's no reason for it.

      Business Response

      Date: 07/13/2022

      We reached out to the person who filed the complaint; however, they are not a tenant of our self-storage facility and cannot discuss any account information with them.  They would need to discuss with the tenant who signed the lease.  We did review the account in question and did not see any issues with nonpayment so there is no overlock at this time.  We will continue to discuss any financial matters with the tenant only.

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

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