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:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed my things in storage in August, and received a set fee, then six months later when I looked online, they had increased the storage amount. I was told they can do it at their discretion. I explain to the individual at the location that I never received any correspondence regarding an increase. He checked my address and determined that they didnt have the correct address. Therefore I sent an email and called several times to get my address changed that was never done but it was in their system. This month they did another increase stating the same reason but my address still was not updated. I was told by one customer service representative that I was supposed to come in and do an address change. I live in another state no forms was ever sent to me , Im very angry they will not tell me whether or not the unit has a cap on it. They just can continue going up and not informing me. I have spoken to customer service several times Ive spoken to the new manager at the location. My things are in ******* and I live in **************. I would like an adjustment for this month and I will be removing my things as soon as possible. I would also like to know if theres a cap on the unit they just cant keep going up at the discretion, especially without informing their customers.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to express my extreme dissatisfaction and frustration regarding the security situation at Citizen Storage, ****************************************************** As a long-standing customer, I have entrusted the safety of my travel trailer to your establishment, yet it has been stolen three times in the past two years. Each instance has been accompanied by a blatant breach of security, with the facility gate being damaged and left vulnerable for prolonged periods, enabling criminals to enter at will.It is unacceptable that despite repeated incidents, the necessary measures have not been taken to prevent such occurrences from happening again. The consistent failure to maintain and repair the gate promptly has only facilitated further thefts and jeopardized the safety of all tenants' belongings.Furthermore, the lack of additional security measures in place during these vulnerable periods is deeply concerning. The absence of security patrols, or any other deterrents leaves our valuable possessions exposed and vulnerable to theft.I urge you to take immediate action to address these issues and enhance the security protocols. This includes:1. Prompt repair and maintenance of the facility gate to prevent unauthorized access.2. Implementation of additional security measures such as surveillance cameras, security patrols, or improved lighting to deter criminals.3. Regular monitoring and inspection of the premises to ensure the safety and security of tenants' belongings.4. The temporary gate that was put in place has no purpose, it is open 24/7.As a paying customer, I expect nothing less than a secure and protected environment for my property. Failure to address these concerns promptly and effectively will force me to reconsider my continued patronage of your facility and pursue alternative storage options.I anticipate your prompt attention to this matter and a comprehensive plan of action to prevent future security breaches and theft incidents.