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Business Profile

Storage Units

Lancaster Storage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage Units.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/10/2022

    Type:Service or Repair 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.
    The incident started when I got a storage unit on July 8,2022. The transaction was done over the phone. According to the agent that I spoke with over the phone, he stated that there is no one physically in the facility. When I went to the facility on ** ** **** ***., Lancaster PA ***** I was immediately disappointed, because right in the middle of the unit there is a utility pipe as big as a pillar That was coming out of the floor of the unit, which took all of the space from the rental unit which to begin with I purchased a 5 x 10 size, on the floor of the unit there was garbage and it was very dirty, this occurred over the weekend so as soon as the weekday came I called immediately and I spoke with someone over the phone, that was very apologetic and offer me two 5 by fives for the price that was paid for the 5 x 10, he mentioned that he will speak to the owner and upon the owners approval they will make the change, I waited several days and no one called me back immediately called back and was told the very same thing they haven’t heard back from the owner, at this point I decided I didn’t want the unit since I never moved into the unit so the agent suggested that he would speak to the owner so that he can return what I pay for the unit in good your faith, But that didn’t happen so at this point I just want out of this contract, so now they decide that I need to take pictures of the unit. This will prove that the unit is vacated and come August 1st I will not be charged that was insufficient so someone by the name of Kaitlin got in touch with me and told me that I needed to make a letter stating the situation and that I vacated the premises and to include the photos as well and so I did in the meantime I was not removed, I keep getting charged I provided a letter within the 15 day timeframe. All this back-and-forth delay the process and Kaylee mentioned that they will honor the letter from 12 July the following day after I made the initial complaint.

    Customer Answer

    Date: 09/06/2022

    [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,

    ***********************

Lancaster Storage is NOT a BBB Accredited Business.

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