Complaints

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

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  Northwest Self Storage

  1527 Main St Sheridan, OR 97378

• 

  Northwest Self Storage

  3437 Baseline St Cornelius, OR 97123-5402

• 

  Northwest Self Storage

  150 SW Industrial Way Bend, OR 97702-1138

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  Northwest Self Storage

  317 SW Columbia St Bend, OR 97702-1036

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  Northwest Self Storage

  1030 B Ave Terrebonne, OR 97760-9564

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:04/18/2023

  Type:Product 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 rented a storage unit at a *********, ****** location for a period of 4 months for a vehicle. I cancelled the unit early (one month) and was told I would receive a refund of $220 on April 4th. I had not received a refund in any form 2 weeks later. I called to ask why I had not received it and was told that their "policy" is 8 - 10 weeks to receive payment and that it was by paper check. Why they send refunds by check and why it takes so long was not explained when they can took my credit card and my money immediately when I rented the unit. This smacks of usurious use of my funds to gain a benefit, especially if pooled with money of other customers in the same manner. Any other business can refund money instantly, or at a maximum of one week.

• Initial Complaint

  Date:04/05/2023

  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.

  On 3/25/2023 My husband and I discovered that rats had eaten, chewed, defecated and urinated on our couch and brand new mattress in our unit. We have renters insurance but it doesn't cover vermin damages. We opted for the secondary insurance that NW Self storage offers. When we brought this damage to their attention they attempted to move us to another unit and told us to go look at that unit. When we did there was a woman moving out of it for the exact same reason that they wanted to move us into it. They then told us to go to the second floor and choose our own unit. We took the elevator up to the second floor and when it opened it immediately smelled like urine and rodents like a hamster cage if you will. We discovered that in every open unit there was rat poison as well as dead rats that I have pictures of within the aisles of the storage facility itself. At that time the area manager, *************************** offered us 1 month free and to refund all of our monies thus far. Mind you, we have only had the unit since February 10th, 2023. During this entire fiasco the woman that I signed my contract with never actually finalized it, which didn't make the insurance go through. Nobody ever said anything to us about it. Since then, that woman was terminated and a new property manager has since taken over. Now bless her heart, she keeps telling me that they don't have actual copies of the insurance policy that they have for their units. That because of the change they don't have that information or they don't have any flyers or pamphlets regarding it. Even though all tenants were mailed out a notice that they were making the change of insurance to a new company that would cover vermin damages with no other information with it. Since my contract wasn't even legal or finalized, I'm no longer covered under this policy because that's just how it goes. Apparently you change companies. You don't give your clients the information, their stuff gets ruined and it's just their fault.

• Initial Complaint

  Date:03/10/2023

  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.

  NWSS sold my property illegally. The accounting is a joke. I paid payments in advance and they added them in as past due. They charges late fees lien fees and notice fees which I never received. The day before the sale I found an email stating they would sell my property. There was no date of the sale no time or anything else they require. When I contacted them to find out when the sale was they ignored my question and told me a different balance then the day before that was another 800 dollars. They replied to the email while the sale was in progress. AFTER the sale they replied to my email AGAIN asking when the sale was. That is when I was informed my things were already sold. They intentionally sold my property with out notice to avoid a claim for damages after rodents had destroyed my property. I showed the manager and she said she would contact upper management and they did nothing. They did not process payments as requested. They used other customers credit cards and tried to process them for my account! They charged me late fees after when my payment sat unprocessed. Then did it again the next month. Cash payments were not recorded. They added payments made in advance as past due. The billing is a nightmare they do not issue statements so you have no ideas whats happening. The rental agreement they sent me was not what we signed. They didn't have the co-tenant listed at all we both signed when we moved in all the info was incorrect. They didn't even have our phone numbers . I updated in writing in person all the correct info and they still didn't have it changed. After the auction they kept another 3 months of rent when we were not even there anymore. They scam people they charge fees and hold payments and are constantly saying you are late no matter how far in advance you paid. They can't get it right. They won't take calls. Took weeks to get a reply after they sold everything. They are liable for my property and damages . If they do not resolve I'm suing

• Initial Complaint

  Date:03/09/2023

  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.

  I rented a storage unit via the company's web site. I received the unit number, gate code, and access to the unit after paying online. I came down put a lock on my unit and the next day started moving into it. My bf brought the first load, he brought the boxes that were in the unit home. He did not know that they were not ours, we buy and use many boxes ourselves because we buy auction storage units. We have employees who help process our items and the boxes were used. We have had this unit for two weeks and it was only two days ago the on site mgr came to me asking about them. I didn't even realize they had been brought home accidently. Today, when the property mgr asked me, and we figured out what happened I told her I was very sorry and even offered to pay to replace them. About fifteen min later I got a call from her supervisor saying that if I didn't give the boxes back he was going to press charges. I explained to him what happened and he was still insisting on pressing charges. On top of all that the door lock on my unit does not work and there security gate has not worked and remains wide open all the time night and day. I'm waiting now for the police to contact me with the charges he says I'm getting.

• Initial Complaint

  Date:09/20/2022

  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.

  I have had everything I own in their storage unit for a year and a half . I've paid over $5,000 in storage fees only to find my storage unit filled with rat f**** Covering my brand new furniture, my stuff has been chewed up and ruined . I carry insurance, which they won't honor, saying rodents are not covered..but the area manager said himself they wish they would cover it, because it would be the number 1 complaint. I was shocked, considering they never disclosed that could even be an issue. I've tried emailing the company, messaging them and calling with no response or solution. The only thing they said to me was, they could move me to a smaller "less infested" storage. That's ********! I have severe asthma and COPD! I'm highly allergic to rodent droppings, therefore my stuff can not be saved.. yet it was brand new when I put it into storage and now I'm just out all that money and the thousands of dollars worth of my belongings. I'd like some type of resolution considering they are a well known big company that has been in business for decades..I didn't put my stuff in some hole in the wall storage where this kind of thing would be expected. I expected my stuff to be safe and guarded. I pay $308 a month, which they are raising to $350 at the end of this month. I don't know what to do from here.. I hope y'all can help or lead me in the right direction. Thank you sincerely *************************

• Initial Complaint

  Date:09/01/2022

  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 started my account at NW self storage friday feb 4th to store my car in the open lot space they have for $50. I will attach the documents of me signing the lease and the receipt of the first few months i purchased the same day. I received a text message july 7th stating that my account was "past due" (i will attach a screenshot of the message down below). i followed the link it gave me and it said i had to pay the $50 plus an $8 late fee. which was understandable and i didn't double check whether or not i were late to the payment i trusted the business which was wrong of me to do. On the lease attached it states you have 10 days before a late fee is charged to your account. i paid that fee the same day because i didn't want my car getting towed. Ever since they charged me that late fee july 7th they have continuously added that late fee to every future month i store my car. I have brought it to their attention. The worker named "kat" has been extremely dodgy and asking me for the documents and paperwork and proof that they charged me a late fee in the first place. She also asked me for my original lease documents and told me to email that to her. Thats when i told her that she should have the original documents and of everything that happens so i asked her why she didnt have the paperwork that showed the late fee charge and she couldn't come up with a good enough excuse and said shell have to talk to her manager. this is the second time i've brought this up to them this week and they have not sought to remedy this. *** who works there stated that i got a "rental increase" she said it multiple times without showing me any proof of a rental increase or any documents being sent to me warning me of a rental increase. Then i was contacted 2 hours later by email showing me a vague piece of paper with basic info on it stating a "rental increase" that i received may 5th but it was never sent to me. it looks like a fake/forged document that took a few minutes to create.

• Initial Complaint

  Date:08/25/2022

  Type:Product 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.

  In 2017 I rented a storage unit from Northwest Self Storage in ******** ******. In the spring of 2021 they were going to increase the price of the unit but offered a pre-paid option at the old rental price. So I prepaid for 1 year. The unit was used to store my mothers stuff. In September of 2021 my mom passed away and on April 27, 2022 we finally got the unit cleaned out and felt it in good condition. There was still 2 months worth of rent which we had pre-paid that was due as a refund. I was told that it could take as much as 10 weeks to receive the refund which seemed pretty excessive but I waited. After 10 weeks I contacted the unit manager ******************* and he sent my email to the area manager ************************* and ***** assured me that my request would be "escalated". It has been another 6 weeks since they were going to "escalate" my refund and I still haven't received said refund. I have made numerous contact with them via phone and email. They continue to promise but don't follow through. My account # with them was **********. The amount of refund should be $238.00 This is not a small amount of money. I was a good customer and paid on time every month it would seem to me that they could be as prompt about returning my money. They charge late fees, it would seem to me that they owe me that same amount in late fees,

• Initial Complaint

  Date:08/09/2022

  Type:Product 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.

  RV rental space since 5/2015. Paid by the year. This year (2022) was allowed to pay 6 months up front. After 1 month, sold trailer, notified office and requested refund of $ ******. Date of notice April 25 2022. Todays date August 9th. 2022. Was told would be 60 days to get refund. NW storage has given me a transaction number for payment. I have never received check. I have talked to several employees, none can tell me when or if I will get my refund.

• Initial Complaint

  Date:08/03/2022

  Type:Product 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 used this storage unit after my husband passed away and I had to sell our home. I was asked to give a credit card number so they could automatically take the funds for payment each month. After the rent was raised by 30 dollars I chose to move to another location. I called multiple times, 2 and 3 weeks ahead. No one ever answers the phone I left messages, no one ever returned my calls. After moving out on the 30th of May, I called again to remind them I had moved out, the unit was empty. On the 3rd of June they took $159.00 out of my account automatically. I called multiple times for a refund, I was told multiple times "The check is in the mail". They said they used the street address on my application not the ** Box which is safer. It's been 8 weeks. This is a lot of money to me. My thought is they rented the unit out and charged the new people and myself. Please help.