Complaints

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

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  Neighbor Storage, Inc.

  2500 W Executive Pkwy Ste 400 Lehi, UT 84043-3860

• 

  Neighbor Storage, Inc.

  2500 W Executive Pkwy Ste 150 Lehi, UT 84043-4162

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:10/27/2022

  Type:Billing 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 merchant cancelled my subscription without notification, then claimed I cancelled and therefore did not apply for the first month discount and proceeded to charge my card. They even went as far as to contest the reversal on my bank. They basically took my money just because they could, and provided no service. When I was a kid I thought this was called theft but their lawyers seem to have come up with something else.

  Business Response

  Date: 11/14/2022

  Hi ******, 
  
  We are sorry that the experience you had with our platform did not meet your expectations. After looking into your situation further  I am able to show that our team followed Neighbors policies and procedures. The space you reserved had a First Month Discount attached to the reservation requiring you to stay for two plus months. The reservation was ended by your Host two weeks after you picked up your vehicle but unfortunately was still prior to the first month ending therefore voiding  the First Month Discount. When the discount was voided you received a charge making up the difference of the discounted amount and for the storage you were provided.

  I would be happy to submit feedback for Neighbor to create further education material around our First Month Discount policy. At Neighbor we are continually striving to provide the best experience to our Hosts and Renters. Please reach out if there is anything else we can assist you with.

  Sincerely, 
  
  Neighbor Support

  
  

  Business Response

  Date: 11/23/2022

  ******,
  
  I’m sorry that there was a misunderstanding with your host about whether or not you intended to continue using your storage space. Our Support team received no notice from you that you wanted to restart your reservation and you did not communicate with your host about your desire to continue to use the space. If either of these had occurred, our policy is to help the host and renter to restart the erroneously-canceled reservation. Where this did not happen, you were charged for the remaining portion of the first month due to only being charged for half the month when you placed the reservation.
  
  This First Month Discount is in place to protect hosts and ensure that they earn at least one full month’s rent for all reservations. Per our payout schedule, your payments have already been transferred to the host.
  
  Again, we are sorry that you are frustrated with your storage experience and will continue to look for ways to improve the user experience. We wish you the best going forward.
  
  
  Sincerely,
  
  Neighbor Customer Support

  Customer Answer

  Date: 11/23/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The business is placing the burden of informing on me when in fact it is them that should have communicated their intentions to cancel the reservation. A process where there is a refund involved and a bunch of steps is unacceptable, which is what now they are trying to deter attention to, but it was not offered in the first place to begin. Furthermore, they received immediate communication from me that I did not intend to cancel the reservation, so here the business is outright lying from what I understand of the latest response, and at rhe beginning they ignored this altogether and dismissed it with a reposted message. This is costing me time that I don't get paid for and it's unacceptable; I stated in the previous response what the only acceptable resolution would be. 

  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:10/06/2022

  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've rwnted parking space with Ronald W*** in Ft Meyers Fl, Ronald told me the only way to park my car on his driveway is to give him keys from my vehicle and that is common practice. I've checked his profile and he was verified by this app. I had no other option but trust him.
  Few months later i received his text saying he wants to buy car. I asked for mileage just to find out he put over 2000 miles on my car plus i got mail letter for over $200 in tolls he didn't pay. I am overseas and he kept my keys and car hostage by hiding it. I called app se****l times, they told me it is only my problem since i gave the keys. And judging by other complaints this is a scam going on within company. They refused to help and i had to hire people to get my car from Ronald. My engine doesn't work, car is full of scratches. He fully abused and damaged my car.
  Best part Ronald W*** is still hosting on neighbor.com and this app is still collecting money from innocent people. I am currently stuck in another country but my car is fully ruined inside and out by Neighbor host and they will not take any responsibility.

  Business Response

  Date: 02/02/2023

  Hello ****,

  
  Thank you for reaching out about the issues you experienced storing your vehicle with a host on our platform. We are sorry for the frustration you are feeling!

  
  Neighbor takes concerns like those you brought to our Support team very seriously. As a result, at the time of you contacting us we made multiple attempts over the course of several weeks to get in contact with your host. Unfortunately, they wouldn’t return our emails, texts, or phone calls. Because of this, we suspended the host's account. While you may be able to see their account, they are not permitted to do anything on Neighbor but communicate with you via our platform messaging feature. They cannot use our services in the future until these concerns are addressed. If we do hear from the host, or if they approach us about being able to use our site any further, we will immediately refer them to addressing your concerns and make you aware they have contacted us.

  
  

  I apologize for the frustrating experience you've had and thank you for your patience and understanding.

   

  Sincerely,
  Neighbor Customer Support Team

• Initial Complaint

  Date:08/08/2022

  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 made a reservation from June 16th to July 14th for a parking space through the neighbor app. When the host Tapan returned my van on July 14th he gave me a piece of the bumper in my hand, when I checked it I showed him that the car had been hit. Tapan told me to contact Neighbor for a solution, but after exchanging several emails with neighbor support, the agent finally told me that I have to talk to Tapan, who is the host.
  I contacted Tapan and told him what Neighbor told me and I did not receive any response from him.
  After this I contacted Neighbor support again and they told me to talk to the local police or my insurance to find out how to make Tapan responsible for my car. but I made the reservation with Neighbor app and that's why I gave my car.

  Business Response

  Date: 08/11/2022

  Hello ******,

  
  Thank you for reaching out about the situation with your host Tapan and the damage that happened with your van while it was stored with them.

  
  We were very sorry to hear about the damage that occurred. We take reports like this very seriously and wanted to make sure that we handled your situation correctly so we performed a thorough review of the incident.

  
  During the review, we discovered that you left your keys with Tapan and gave them permission to operate your vehicle. This is something that we specifically discourage in our Terms of Service, and because this is not encouraged, we also warn that renters do so at their own risk.

  
  By accepting your keys and handling your vehicle, Tapan also accepted risks associated with handling the vehicle. We have removed Tapan from our platform because of this situation and they are not permitted to use our services due to these concerns.

  For those reasons, we encourage you to pursue appropriate action against Tapan in order to hold them accountable for whatever issues they have caused. They assumed the responsibility for operating your vehicle, and should be accountable for those actions.

  
  Because Tapan doesn’t work for Neighbor, didn’t take these actions at our suggestion or direction, and specifically acted against our Terms of Service, we would not assume responsibility for their actions and therefore cannot assist in repairing your vehicle. This doesn’t mean, as we have stated above, that Tapan shouldn’t be held responsible.  They should be and we encourage you to pursue that course of action.
  
  Thank you, again, for bringing this to our attention so we could review our actions and ensure we had provided you with the correct information.
  

  
  

  Customer Answer

  Date: 08/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I rented the parking space through the Neighbor app, and when the reservation was approved at no time I got terms and conditions or a note saying that I could not exchange keys with the host and I gave the keys to Tapan, because he asked me for my keys and I had the confidence to give my keys since all the transactions were done through the neighbor app. Also I paid an insurance in case something happened to my car.

  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 01/31/2023

  ******,
  
  Thank you for reaching out regarding this frustrating experience. I understand that your vehicle was allegedly damaged by your host.
  
  Unfortunately, Neighbor is not able to offer assistance for agreements made outside our platform and the storage reservation entered into through our platform. It appears that you gave your host your keys and permission to drive your vehicle which we recommend against doing in our Terms of Service.
  
  I can confirm that the Trust & Safety team has worked with you on this situation and there is no further action we can take on our side due to the nature of your private arrangement beyond Neighbor’s storage offering. At this time, we recommend that you review our Terms of Service for more information and continue to work with your host or law enforcement, as needed. We have contacted the host and taken appropriate action to prevent issues like this in the future.
  
  We are sincerely sorry for this frustrating experience you’d have and appreciate you bringing it to our attention.

  
  Sincerely,

  Neighbor Customer Support Team