Complaints

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

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Guardian Storage Solutions has 17 locations, listed below.

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  Guardian Storage Solutions

  5879 Centre Ave Pittsburgh, PA 15206-3709

• 

  Guardian Storage Solutions

  1300 Lebanon Church Rd Pittsburgh, PA 15236-1498

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  Guardian Storage Solutions

  1599 Washington Pike Carnegie, PA 15106

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  Guardian Storage Solutions

  915 Brinton Rd Forrest Hills, PA 15221-3028

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  Guardian Storage Solutions

  401 Coraopolis Rd Robinson, PA 15108-4034

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:09/29/2024

  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.

  The Guardian Storage *********************** has been neglecting maintenance issues in this property, and several calls to their management office go unanswered. We have to complain several times for anything to be addressed. These issues are a breach of contract to my unit.Specifically, the current issues are:1. The larger main elevator has been out of service for more than 10 days. The smaller elevator barely fits one cart and is always busy.2. The water filter to the water fountain has been expired for several months. I have complained to management several times.Both of these, but specifically the unavailability of the elevator is a breach of contract. When I rented the unit, for the specific price it was quoted, it was done on the basis of two elevators available, one of them being big enough to carry several carts at a *************** claims that the elevator is being fixed and the part "is being ordered". Even if that was true, it still remains a breach of contract, as the service provider (Guardian Storage ************) is providing less services and less facilities to their customers. Therefore, the rent needs to be adjusted for the period of time the lesser facilities were provided. We are counting 10 days that the elevator is out of service, therefore the rent should be discounted prorated for 10 days, and for the remaining time the elevator is non available.The company's "sincere apology for the inconvenience" is appreciated and accepted, but there is a contract to enforce. Otherwise, I, and all the other renters, can pay less rent and simply say "I had some unforeseen expenses this month, so I'll pay you less. I sincerely apologize for the inconvenience.

  Business Response

  Date: 10/01/2024

  Alexios,

  Thank you for bringing your concerns to our attention. We understand how frustrating this situation has been for you and sincerely apologize for the inconvenience caused by the elevator repair at our property. Regarding the main elevator, the delay was due to the need for a specialized part that took longer than expected to acquire and we truly regret the impact this has had on your experience. In the meantime, the smaller elevator remains available for use, though we understand it is not as convenient for larger loads.
  We have also noted your concern about the water fountains expired filter and are addressing this matter promptly to prevent similar issues in the future.
  In terms of your request for a prorated rent adjustment,while we understand your frustration, there was no breach of contract and there is no billing adjustment or store credit due. Your rental agreement does not guarantee uninterrupted availability of all amenities, such as elevators or water fountains, at all times. These are considered supplementary services, and temporary disruptions, while regrettable, do not constitute a breach of contract. Further, as noted above, there was always an elevator available for use. The agreement you signed covers the rental of the storage unit itself, and the terms of the contract account for occasional maintenance or repairs that may affect building amenities.
  Caring for our tenants to provide an extraordinary experience is very important to Guardian and integrated into our mission and core values.  We make every effort to maintain our properties in the best possible condition, but certain maintenance and repair issues are sometimes out of our control and unavoidable.
  Once again, we apologize for the inconvenience and appreciate your understanding. If you have any further concerns or if there is anything else we can do to assist you, please feel free to reach out to us directly at (store info).
  We appreciate your tenancy and look forward to meeting or exceeding your expectations in the future.  

  Customer Answer

  Date: 10/08/2024

  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.
  
  The contract gives unlimited and uninhabited access to my unit, for the hours the storage facility is open. Having the large elevator out of service for more than 3 weeks, inhibits my access to the unit and therefore violates the contract. The small elevator does not provide adequate access, as it does not allow to move in/out large items. With the unavailability of the large elevator, the company is not denying me full access - the type of access the contract specifies - to my unit. That is a direct breach in contract. 
  
  Their claim that the elevator is "supplementary service" is nothing but ridiculous. Having access to our rental unit is obviously the main provision of the contract and the elevators are an essential service that allows access to my unit. 
  
  Their response is not accepted, and it's a very clear indication on how they approach their customers and their needs.

   
  Regards,
  
  ******* **********

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising 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'm filing a discrimination complaint and false advertisment. They refuse to rent me a storage because of my race. Also, they advertise a free uhaul service and it's false advertisement.

  Business Response

  Date: 01/28/2024

  ******,

  We are truly saddened that you think Guardian Storage (Guardian) discriminated against you in any way. Guardian does not tolerate any form of discrimination under any circumstances. Your recent rental was declined because of your past account which resulted in a vacate agreement due to non-payment. For that reason alone, we are unable to rent another storage unit to you. Regarding our truck, we do not advertise anything related to U-Haul as we have no affiliation with U-Haul. We do however offer a free Guardian truck for new tenant move ins, which is intended for new tenants to use the truck to move into their space. There are no charges for the truck’s mileage and time, however we do state that there is a small fee damage waiver required to cover damage in the event of an accident. This damage waiver actually protects the tenant and limits liability if the truck is damaged while being used by a tenant. Our records indicate you have used our truck in the past not only to move in to your space, but to also vacate your space. Use of the Guardian truck, other than for new tenant move ins, is subject to additional fees. 

  Guardian's mission is "We care for our customers by providing an extraordinary experience and peace of mind." We are disappointed that this mission was not fulfilled in your experience with Guardian.