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Business Profile

Storage Units

Eagle Guard Self Storage

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Eagle Guard Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see

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Eagle Guard Self Storage has 6 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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.

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    • Initial Complaint

      Date:11/08/2024

      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.
      I have had a storage unit with them for over a year. I found myself in a situation where I was unable to make my monthly payment on time due to a situation that was out of my control.. as I struggled to continue to make payments to them, they continued to hit me 3 or more times per month with late fee charges of different amounts. I struggled for months trying to catch back up. Every month they continued to charge me late fees 3x a month, which made it almost impossible to catch back up. Finally, I called today to pay the bill in full, since I was doing that, I thought that it would be a nice gesture for them to help me with removing some of those late fees. The lady identified herself as the manager, and attempted to tell me she was unable to remove any of the late charges. This company is NOT customer service oriented! When I was struggling the most, this company continued month after month, charging me multiple late fees, that prevented me from being able to catch my bill back up. They also went up on the monthly rent, and added another charge for a protection plan.. my bill that was at one time less than $100 per month, suddenly jumped to $99.73 + $12 protection + $15 late fee + $10 late fee.. I felt like, since I was paying it all at once, it would be a nice gesture to remove some of those late fees. Their so called manager, lied to me and claimed she was unable to remove any of them. I do not feel like they are customer service oriented.

      Business Response

      Date: 11/08/2024

      Per lease agreement for the storage unit rentals there are two late fees in the amount of $10 applied on the 8th of every month and $15 applied on the 15th of every month if not paid.  Per lease agreement there is a minimum insurance applied of $12 per month if tenant does not provide us with their own insurance coverage.  A 30 day notice was sent to *** stating that her rent was increasing which is common practice each year for all tenants and facilities.  Her rent increased from $95 to $99.73 per month.  *** has been a tenant since July 2023 and has been late 11 times.  We have worked with her on taking partial payments multiple times and time frame of paying.  It is not common practice to waive late fees.  All leases with tenants are on a month to month basis and they do not have to continue leasing if they are unhappy with rent increases, late fees, and insurance charges.    

    Eagle Guard Self Storage is NOT a BBB Accredited Business.

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