Complaints

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:08/20/2022

  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.

  the first day i had rented my storage unit was the 8th of august i paid a total of $124.00 for 30 days . from basically day 2 the problems started to materialize and i began to receive accusations of sleeping in the unit, opening windows to create a way back in after hours and having a "dirty" unit. from then on i would regularly be harassed. my code was changed and my accessibility to the unit was drastically restricted before i could store all of my intended property, most of the contents of the unit were clothes that belonged to my children as well as clothes of my own and my husbands. occasionally i would change my shirt or pants in the unit so i would close the door for barely 3 minutes then was told it was illegal to be in the unit with the door closed behind me so from then on if i needed to change a blouse the door had to be fully open per request of keep self storage. on 2 occasions i was on the way out of the facility then found employees to be what appeared to be eavesdropping on my conversations from a stairwell nearby and the reasoning behind that belief was that i was told randomly by multiple employees that the surveillance cameras have audio. i was told that my unit resembled a "dirty teenagers bedroom" out of nowhere upon entering the main entrance one day so my personal belongings were examined and discussed without my presence, i then continued to ask for a refund just to be quickly and callously refused despite the fact that i was being humiliated almost anytime i had to enter the facility . i truly believe that my rights as a human being were not only obliterated but made to seem as if they were not valid, i left many times angry and in tears. because i had no other place to store my belongings at the time i dealt with the almost bully like treatment. this establishment is ran like a highschool girls locker room and the actual needs that a facility like this should address are ignored utterly and obviously

  Business Response

  Date: 09/07/2022

  Thank you for forwarding the complaint you received about our business, Keep Self Storage. Please allow this letter to serve as our response. 

  
  The customer who made this complaint rented a storage unit from us in the evening on August 8, 2022. The unit was rented under the name "***** ***** ******” During the weekend walkthrough of the facility, one of our employees found a woman in the storage unit, with the 
  door closed behind her. We were alerted to her presence because she had opened several windows in the facility near her unit, which is not only prohibited, but is also a security and safety concern (particularly because such windows are on the ground level, and accessible to the street outside). At the time, our employee warned her that she could not stay/loiter in the unit, and also was not permitted to open the windows. We also informed her that the access hours would be restricted to "office hours" going forward. Our "office hours" are 8AM-4PM each day. 
  

  On Monday, August 15, Mr. ***** came into the office to inquire as to why his code wasn't working early that morning. We again informed him that we restricted the access to "office hours." He claimed that he didn't know he couldn't do other things in the unit. We informed him that he could only store items, and could not stay/loiter in the unit with the door closed behind him. 

  
  A couple days later, an employee again heard someone in the unit during a walkthrough, and gave another warning to the woman inside, telling her that she cannot stay in the unit. 
  The following weekend (August 20), our employee again found someone in the unit with the door closed. At 9AM on August 20, we informed them that we would be terminating the lease, and they would have until the end of day to remove their belongings. We refunded the card on file for the prepaid rent for the remainder of August. They did not remove their belongings, nor have we heard anything from them until the BBB complaint. 

  
  At no time did our employees treat anyone inappropriately. When we have someone who tries to live in their storage unit, we have to deal with the issue immediately, as it is a safety and security issue for our facility, our employees, and the customer as well. 

  
  I'd be happy to discuss further, or answer any additional questions you may have. Thank you for allowing us to respond to this complaint. 

  
  Sincerely, 
  Emily *. S******** Keep Self Storage