ComplaintsforStorAmerica Management

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I rented a storage from extra space storage on 2/16/2023.i paid for this unit D2045 since 2016 was never late on payments well they sold the storage I rented a unit in ************ ca from and sold the storage I rented from to a company named storamerica well they never gave me any problems on my unit up til now they said my storage was not mine that it belonged to a ***** ********** which was only driving their truck for me they said it belonged to ***** and said that's what it stated on my agreement when extra space sent all the papers when they bought this storagewell storeamerica locked me out of my unit and wrote out a agreement putting ***** as the owner of my storage extra space storage is who I rented from so they are responsible for this issue which might end up I lose my storage I need a copy of my agreement so I can show storamerica it is my storage they need to be sued because they just added someone on my unit and locked me out the manager of my storage did something against me that she had no right to do I want them to unlock me from my storage and add my name on the agreement I signed when I rent a unit from them extra space storage need to fix this issue I have two witnesses who can verify I'm the owner of that unit why should I have to lose what's mine to a person who it don't belong too I want this problem resolved ASAP what gives them the right to do this to me I paid for my unit and they took my payment gave me the code to the gate to get in and never had any problems like this up until now if the don't fix this and don't take my payment due like I have been doing I will lose it and that is not fair to me I believe that storage place is trying to take my storage from me something is not right with this business extra space storage are the ones at fault and I'm gonna get a lawyer and sue them if they take my unit and give it to someone else that's fraud on both storage places all I want is to get a copy of my lease agreement

  Business response

  09/06/2024

  Extra Space Storage would like to thank Ms. ****** for reaching out. We understand the frustration and hope to clarify. The location that Ms. ****** initiated her storage rental at was dispositioned and is no longer managed Extra Space Storage. Ms. ****** will need to contact the office of the location he is renting from;they will be best to assist with his questions and concerns. This complaint can be moved to the correct business - StorAmerica Self Storage. We no longer have access to any records or info for the customers at this location as it has changed ownership. Thank you.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The end of March, 2024 I had my storage unit broken into. I had filed a claim with their insurance that I purchased through StorAmerica and its now the end of July, 24, 2024. Still have not received any information. I have called the corporate office and complained with them so many times and still no response. This is highly unacceptable, and I need this claim takin care of as soon as possible or may have to get a lawyer and file a claim in court. I have other insurance and they are also waiting to hear from someone. We haven't heard nothing. I have called almost every day to Manager ******* and tells me that he has no information, this location is On Smoke ranch in *********, **.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 12, 2023. I was been move to a storage 4 doors down. The manager , and assistance, referred me to a moving company in storamerica. I'm a emergency tire road service. I had to take the service call. Manager suggested, we have a lot camera. We'll watch them. As a result, they had not done much. There were number thing stolen. Management was down there with those guys. At the end of that day, they were playing around with camera. They clearly were involve with these two guys.

  Business response

  02/15/2024

  Mr. ********* complaint is in fact about a mover he hired,and not about StorAmerica. ******************** mistakenly insinuates that this mover is part of our company. That is incorrect. This mover is in fact just another tenant. If ******************** thinks the mover stole from him, he can pursue the mover. It has nothing to do with StorAmerica. As Mr. ********* lease makes perfectly clear, we do not take responsibility for unit contents and disclaim liability for the same. At no time did any staff member tell ******************** that they would watch the mover. ******************** asked for a referral, and was simply informed that other tenants have used this mover and were happy. As for Mr.********* bizarre claim about our cameras, they are DVR based, and thus his outlandish claim is absurd and false. We deny all of Mr. ********* allegations, and would also like to point out that he has not offered a shred of proof. Mr. ********* account is habitually delinquent, and this seems to be a tactic to not pay us the amount he owes. We hereby reject his demand, and again reiterate that the mover he is complaining about has no affiliation with StorAmerica.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a storage unit from the ****, ** location. I am current on my bill. On Christmas Eve we started working on our storage unit around 6am that morning. From 6-2 we had no interaction whatsoever with any employee. Because it was Christmas Eve the office was closing early, which Im unclear if that had anything to do with the timing of the call to the police department. Pretty close to 2 an officer shows up and tell us we have to leave and the reason given was the employee was scared of us. It felt like a huge violation of our rights and is nothing short of discrimination. Now the office is screening our calls.

  Business response

  01/09/2024

  Our management has already discussed this matter with *******************. Based upon our investigation, it was in fact another tenant, and not our employee, who called the police on ********************. We cannot accommodate Mr.********* demand for a billing adjustment in the amount of $179, as there is no basis for it.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a unit from stor America storage for 6 months and around three weeks later I noticed rat droppings in my unit and chew marks I then brought it to management and the one lady told me there is nothing they can do about it so then I tried to get ahold of someone higher up n no one called back I was scared to go in my unit because of rats everything started stinking real bad so then I asked to move units as we were moving in the back of my unit was a giant rat nest they were living in my unit I had to throw personal items away so then I moved to the other unit and was givin rat poison and for a month at the new unit it smelled of ************ in the hallways and once again I was scared to go into my unit all my clothes and ********************* is out in the open I go there weekly to switch out clothes I started getting rashes through out the time I had the ******** thought it was exima I have a video of one of the small rashes and of the rat droppings anyway my feet started getting like craters in it and itching so bad I was tearing flesh off n I went to doctor and was told I had scabbies/rat mites I have been in and out of hospital all ********** rash scabbies is not going away and 75percent worse I have pictures of everything and paperwork from hospital both my legs r covered in holes and bruises and scratches they look horrible and my arms r dark red n swollen the doctor had told me it was possible I got it from the rats there the mite of the rat went on whatever I put on or grabbed I told. Them along time ago about the ************** was done I cant work now I been out of work and my storage unit is in over. Due ************ keep calling n I cant pay it because I cant work so Im stressing about that now I have very sentimental things in there

  Business response

  10/20/2023

  Our response is as follows:

   

  This tenant has a history of prior conversations with our staff and management, showing them visible markings on her hands and arms that are admittedly related to a personal matter she has, and have nothing to do with her self-storage unit. Please be advised, that we are not aware of any rodent issues in this tenants unit which is Unit 152. Management has repeatedly informed this tenant that if she has evidence of the same, she can go through our Tenant Protection Plan process. The only alleged rodent issue this tenant reported was in the hallway, and management informed her that the property is treated by pest control. Even though management did not find any evidence of rodents in this tenants unit, as a courtesy, they transferred her to Unit 148. However, she wanted a bigger unit, so she was transferred again, this time to Unit A130. This tenant then stated that she could not afford A130, and asked that she be transferred back to A152. Management once again obliged her request. Please be advised, that we cannot offer her a refund, nor any of the renumeration that she has demanded. Regarding items stored, per the tenants lease terms, she is not permitted to store anything of sentimental value in the unit. Moreover, our lease expressly disclaims liability for storage contents and for alleged infestations. Again, if this tenant has evidence of rodent infestation, her remedy is to go through our Tenant Protection Plan process. Management has informed her of this repeatedly, and she has failed to do so. We surmise that this is due to the fact that she has no actual evidence of such infestation. It should also be noted that no other tenants have reported such an infestation.

   

  StorAmerica Management

• Initial Complaint

  06/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The office was closed June 10, 2023, the day I was there to pay my storage. I was not notified the office would be closed. I also phoned the office phone number on the building, I did not get an answer, I left a message stating the nature and I had to go out of town for a family emergency. I also sent an email asking if I could make my payment at a different location( maybe eight days before, June 10,2023), I knew I needed to go out of town, no response to my email. Stor America should have to pay me $170.00 with the refund of being over charged renting the unit, $29.99.

  Business response

  06/20/2023

  Dear *****,
  We apologize for the issues you experienced during your visit.As a courtesy our management staff will make the necessary adjustments on your account regarding the late fees. Additionally, to clarify any misunderstanding,the $29.99 that was paid upon move-in is our introductory discount special for the first month. We provide this discount to further help our customers with their moving costs. As a result we were not able to determine that you overpaid at any given moment during your move in process. We hope this helps clarify any confusion and resolves the inconvenience you experienced.
  If you have any additional questions or concerns, please contact our staff at StorAmerica ****************. Thank you.
  Regards,
  Management. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive had nothing but problems since the day I first started paying for storage here. First, there was a $30 move in special with free use of a truck the first visit. Thats what **** me to this place. The lady that had an attitude told me it was fully booked the ENTIRE day. Well. We paid to rent a uhaul because of that. We were there at the unit all day, until 4pm move **** our stuff and the truck never moved. That shouldve been a sign because its been downhill from there. Not only is the staff highly rude, but I have to pay $267/month to not even be able to access my unit half the month! Who stops access at 8:45pm? Im not saying it should be open 24/7 but itd be fair to keep it open till 10 at least. Also you cant access it on holidays? I mean I understand the office being closed on holidays but thats not right to restrict peoples access to their stuff. Every time we go, theres a lady working in the office (who I know for a fact is NOT the manager) who almost ALWAYS has a bad attitude. The most recent time we went, we had gotten a key for the carts(which is another complaint, because what are we supposed to do when theres no one there and we need one? There should be a lockbox system or something.), the lady KNEW we had one and left the office for an extended period of time. It was 4:10 when we left and she had a sign saying will return at 4:25. We had to be at work and had no choice but to put the key through the door. Earlier that day, while we were there we had to use the restroom. It was locked so I had to stand there for 5 minutes until she came back to the office and I asked her for the key and she handed it to me with an attitude and said in a rude tone make sure you lock it when youre done like it bothered her to let us use the bathroom. I understand why storage rent is so expensive. What I dont understand is having to pay so much for the treatment. Plus theres NO trash cans ANYWHERE. There should be some kind of waste disposal.

  Business response

  04/20/2023

  Dear ***************************,
  We apologize for any inconvenience you experienced. We would like to clarify some of your comments regarding our policies. Our truck rental is limited to one person per day and consequently we do not allow for double booking.If you would like to use our truck, we highly encourage our customers to book in advance for increase chances of availability. Regarding our access hours,our hours were put in place to maximize the security and safety of our tenants and facility. As a result, we do not allow afterhours access. Additionally, we close our facility during holidays and disclose this information on our rental agreement in advance. During our hours of operation, our staff may routinely step out of the office to assist other customers and/or inspect our facility. Although we offer push carts for your convenience, our staff must ensure all carts are dispatched and returned properly. Due to this procedure, we currently only distribute pushcart keys when the office is staffed. Again, we apologize for any inconvenience you have experienced and hope this clarifies any questions you may have regarding our current policies and procedures. If you have further questions or concerns,we ask you direct them to our staff at StorAmerica ******. Thank you.
  Regards,
  Management. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January of 2022, I leased a storage unti from StorAmerica. Part of the lease demands renter's insurance from either a personal insurance company (AAA, Mercury, etc.) or through the storage company, itself. I opted for the insurance offered by the storage (initiated, at time of lease, for $14, among the other storage fees), as well as, obtained coverage from my personal insurance company, AAA. On January 17, 2023, my storage unit was broken into, and a multiple items of my property were stolen. The whole incident was captured, via the StorAmerica's CCTV security cameras. I filed claims with both StorAmerica and AAA, and filed a police report. All information concerning the claim, the filed police report, and inventory of stolen property was submitted to all parties. AAA had my claim and settled completed within a matter of days, whereas, StorAmerica has not even returned any of my calls, or in-person requests, regarding any information concerning my claim's process and current status. It has now fallen within the 90-day window of my claim, without any response from StorAmerica to my inquiries.I would like to be reimbursed for the insurance I was billed, throught the time of my contract's lease, as well as, have this company looked into for multiple fraudulent activities. If I cannot be reimbursed for the paymemts made for the added insurance on my lease, then I would like StorAmerica to honor and fulfill their contractual agreement to reimberse me for damages accrued while billed for their offered insurance agreed to at the time of the signing of the lease.This company has public trail of mismanagement and safety concerns, upon hundreds of similar complaints throughout multiple review sites. I do not want to be another casualty of this company, as I have completed and filed all requested information by all parties have and legally performed all responsibilties on my behalf.For information the BBB may need (police report, claim files, etc.), please contact me.

  Business response

  04/10/2023

  Dear ******,

  We are sorry to hear about your unfortunate event regarding your storage. We would like you know we are here to assist you during this process. In order to proceed with your claim, we will need a full police report from the officer who handled your situation. It is our understanding that this requirement is still pending to be provided by you. We cannot move forward with your claim until all requested documents have been submitted. Again we apologize for any inconvenience and hope to hear from your soon in our efforts to fulfill your claim promptly. For any questions or further concerns please contact our staff at StorAmerica ****************. 

  Regards,

  Management

  Customer response

  04/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in California and I received a letter that I owed over $25,000 to stor America. I called to try and resolve the error with no solution. I now have a fraudulent debt on my credit report for over $25,000 with no answers. I have never lived in ****** nor had any time of storage unit there.

  Business response

  10/25/2022

  Dear ******,

  After careful research we concluded that the information provided matches a delinquent account that was held in a storage in **************, **. After non-payment and preceding appropriate action the account then was forwarded to a collection agency in ******. If you have further questions regarding this previous account please contact our office at Universal ************** Self Storage or the collection agency at *************.

  Regards,

  Management

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have rented a storage unit and since the day I moved in I have been harrased and they went as far as to do something to my lock and try and tell me I did it so they could have a reason to make me move out. The manager is profiling myself and my son he makes it a habit to come and make things bad for me I honestly am a hard working mother in a very bad relationship and am trying to get out to his is supposed to be my safe haven I feel threatened everytime I come here. And now I have to move by myself , out of a place my now ex does not know about this spot he has found me everywhere else.

*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. ↩