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:11/02/2024

  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.

  I rent from ******** storage in ******, ******* since July 2024. False advertising from the start as the security gate has never worked and there are no cameras installed yet their website brags advanced security. My unit has been broken into as well as two others. Not one other tenant was informed the gate never shuts. Subsequently because Im the one making all the noise about security the onsite Manager, ******* ****** has been nothing but rude and terrible to deal with. No information regarding requested contact info for her boss or when the gate was to be fixed. Arbitrary fees. Abandoned property that set out in the aisles for months. I had an overflow issue and put an RSVP in for a bigger unit and she would not process my payment and then is trying to evict me for unauthorized used of an empty unit right next to mine for literally less than a weeks time also which was during hurricane ******. Hours of wasted time and gasoline arriving to find a red lock on my unit with no notice or reason-several times. The gate was finally fixed last week with no notice, codes, or how-tos. Wasted 3 trips there w/no access. I stayed past 10 oclock one evening & was locked in all night. Had to call the police & even they said get a lawyer and sue these people. Dealing with Absolute storage has been a nightmare as there is no transparency. I dare you to try and find a phone number that reaches a human being. Currently trying to evict me for unauthorized unit use during the hurricane and staying after hours-nevermind the homeless people who have been able to come and go as they please since the gate had never worked but then they locked me in and they want to evict me? Im not going to pack up all of my storage unit belongings and move it just because of the ineptness of the onsite manager and no-contact upper management. Theyve given a hillbilly the keys to the palace as far as the on-site manager. Watch her polish her plastic badge. ******.

  Business Response

  Date: 11/11/2024

  Thank you for bringing this matter to our attention. We value feedback from our customers and are committed to providing a safe and secure storage environment. Unauthorized Unit Usage: The tenant accessed a unit that was not part of her lease agreement without prior authorization, and despite our repeated accommodations to allow her to remove the items, she did not comply. This unauthorized usage violates our policies and contributes to our decision to terminate her lease.

  Access Hours: The tenant has repeatedly accessed the property outside of our posted access hours, which is against our security policies. This behavior is concerning for the safety and security of all tenants on the property.

  
  Maintenance and Security: We take all maintenance issues seriously and address them in a timely manner. The security gate and other measures have been inspected and serviced as needed, and we work to maintain a secure environment. We encourage all tenants to reach out through our established communication channels for support.

  
  Extensions and Accommodations: Despite these policy violations, we have provided the tenant with multiple extensions on her termination date to allow for the removal of her belongings. We have remained flexible and responsive to her needs, even in challenging circumstances.

  
  Harassment and Multiple Communication Channels: Since her lease termination, the tenant has reached out to us through various communication channels. While we respect her right to share her experience, we ask that all interactions remain respectful.

  
  We have made significant efforts to address each of the tenant's concerns while also adhering to our policies and ensuring the safety of our property. Our team remains available to assist with her move-out process and will continue to work professionally to resolve this matter.

  
  Thank you for the opportunity to provide clarification.

  
  

• Initial Complaint

  Date:11/07/2023

  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.

  11/6/23 While accessing the storage unit I rent from this business today I was confronted by an employee named ****** and forced to move 3 bags that I had sitting outside my van. She said I couldn't block the way through the isle. No one had tried to access another storage unit on that isle for me to block their ability to pass by me. The bags were very heavy and on top of other items that I was removing from that side of my van. I am disabled and she insisted I move them although I was returning them to my van. I had to move them to the otherwise and then back around the van to put them back inside it. At first I didn't know she worked there so I asked did she need access to the unit my bags were in front of and she said no but she couldn't drive past me. The isle is accessible from both ends. I asked her couldn't she just back out. She raised her voice and said I had to move the 3 bags period. So I moved them...and then finished putting my items in my unit and had to carry the 3 heavy bags back around to put back inside my van. She not only was rude and inconsiderate, she went out of her way to make me move the bags, that were not hindering anyone. She violated ADA ***** III. There has also been a previous incident that happened were they discussed my account status/billing with a family member, and I'm the only authorized person to be discussing my personal business with.

  Business Response

  Date: 11/20/2023

  First and foremost, we would like to express our regret that you felt uncomfortable during your interaction with our team member, ******. We understand that moving heavy bags can be challenging. We would like to assure you that we are committed to providing a positive and accommodating experience for all our customers, and we sincerely apologize for any distress caused.

  In regards to the specific incident you described, we have conducted a thorough investigation and have spoken with ****** to gather more information. While we aim to ensure the smooth flow of traffic within our facility, we acknowledge that alternative solutions could have been explored in this situation. We are reviewing our internal procedures and providing additional training to our staff to ensure that similar incidents are handled with greater sensitivity and understanding.
  

  We also acknowledge your concern about the previous incident involving the discussion of your account status with a family member. We apologize for any confusion or inconvenience this may have caused. We are reviewing our communication protocols to ensure that sensitive information is only disclosed to authorized individuals as per our customers' preferences.

  Your feedback is invaluable to us, and we want to assure you that we are taking proactive measures to prevent such incidents from occurring in the future. We appreciate your patience and understanding as we work to improve our services.

• Initial Complaint

  Date:05/13/2023

  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.

  When we first moved our property into this facility everything was fine. That was until we started noticing the droppings here and there. I contacted the facility about the issue and the employee there at the time did not care about my issue but only the payment of the storage unit. They continue to raise their prices and claim its to keep up maintenance on the facility. Which is funny especially how my unit is covered with a crazy unhealthy amount of droppings that the smell is absolutely unbearable. I spoke to someone at the front desk about it after they told me they would give me one free month if I would move all my stuff to a different unit (all the stuff I would have to go through wash and throw away whats been damaged then bring back) and I told here I planned on filing a claim with the insurance they pretty much force you to buy if you dont have your own. Then she informed me they dont cover rodent damage. So now Im stuck with a storage unit full of my military gear and tons of mouse droppings with absolutely no help with anything. The smell is so unbearable that you would have to wear a respirator just to enter the unit

  Business Response

  Date: 05/18/2023

  We apologize for any inconvenience or frustration you have experienced regarding the presence of droppings in your storage unit. We understand that this is an unpleasant situation, and we assure you that we prioritize the cleanliness and maintenance of our facility.

  
  Upon receiving your initial complaint about the droppings, we investigated the matter promptly. Our records indicate that we have consistently implemented pest control measures to prevent any infestations, including bi-monthly inspections and treatments by professional pest control services. We have found no evidence of a widespread rodent problem within our facility. However, we understand that individual cases may occur, and we regret any oversight in addressing your specific concerns.

  
  In regard to the suggestion of moving your belongings to a different unit, we understand that it may seem inconvenient and time-consuming. We offered you an alternative unit as a gesture of goodwill, allowing you the opportunity to relocate and address the issue you were facing. We apologize if this solution did not meet your expectations. As an additional aid, we would like to provide you with boxes to help further keep your items safe and secure as the image you shared shows your items are unboxed and unprotected.
  
  Thank you for bringing this matter to our attention. We appreciate your understanding and look forward to resolving this issue to your satisfaction.

  Customer Answer

  Date: 06/04/2023

   
  Complaint: 20055517
  
  I am rejecting this response because:

  you say that it is not wide spread but apparently its bad enough in that block that you wont even rent out a storage unit to anyone in it until everyone has moved out due to the problem spreading to other units. Your employee told me that the last time I went there to speak to someone. So to say it has not become a problem would be kind of stretching it. Also are you providing me the proper ppe that would be needed to handle me moving my stuff, it also needs to be cleaned before its moved, what about the damage to my property moving my stuff isnt going to fix any of that. We moved our stuff into your facility because they were climate controlled and it would be protected. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/28/2023

  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.

  Absolute Storage Management purchased the storage facility where my personal belongings are housed. The former company was Cube Smart. The letter stated that currently there was nothing to be done, so my assumption is that everything would carry over including my automatic payment. I began getting text telling me to pay my bill and now have a late charge. When you try to call the local facility, "******* Best Storage" and the parent company Absolute Storage Management, there is no response and all you can do is leave your name and number. I left my name and number w/o a successful call back. When I went to the website to see my account there was no way for me to get access, because I don't have appropriate codes. I am going to pay today, but want the late fees removed and access to my account and for someone to call me.

  Business Response

  Date: 04/07/2023

  I am sorry to hear that you had a negative experience with our facility and I would like to thank you for reaching out to us for a resolution. As far as the new rental agreement is concerned, as mentioned in the letter you supplied, this will become effective April 20,2023, and there is no action required on your behalf for this update.
  
  After reviewing your account, it seems that our office has been in touch with you and as a way of showing customer appreciation and delivering customer service, we waived the late fee which was caused by the transition of management. 

• Initial Complaint

  Date:02/01/2023

  Type:Product 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.

  Vacated storage unit #*** on January 9, 2023 at ********* Stor-it Facility, under management of Absolute Storage Management. I was billed $244.00 on January 11, 2023 for a unit I no longer occupied. After repeated attempts in person and by phone, I still have not received funds taken from my bank account without authorization by Absolute Storage Management. I am requesting my money be returned to me immediately. Today is February 1, 2023, I have still not received the money taken from me.

  Business Response

  Date: 02/21/2023

  We apologize for your experience at the ************************** location, which Absolute Storage Management manages. Excellence is one of the core values we always strive for, and when an opportunity to exhibit excellence is missed, we want to make sure we do everything to correct the situation.
  
  The team on-site reached out to the last known number on file on January 20, 2023, alerting you to a processed refund. In addition, a convenience gift has been processed to apologize for this inconvenience.
  
  As of January 20, the refund was processed, and the convenience gift is available for you to pick up in the ************************** office.