ComplaintsforStorage Rentals of America

• Initial Complaint

  11/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Business advertises 30% savings for the first 3 months, but their billing cycle is not tied to when you started service with them. I started service 1 day before the end of their billing cycle, so my first bill was for 1 day. They told me this 1 day counted as 1 of my 3 months of 30% savings. There is no documentation indicating this, so I expect to receive 30% saving for 3 actual months, not 3 ******** regardless of the number of days billed on the first bill. Their employee at my service location even told me my first bill would not count as a full month of 30% savings because i asked specifically about this, and then admitted on the phone telling me this when I called to try to resolve this matter. They refuse to meet their commitment to an actual 3 months of savings. While in dispute they charged me a late fee because I have not paid. I tried to go online and pay the amount due with 30% off and their system will only accept the amount without the savings and with a late fee. I scheduled a check with a 30% savings with no late fee to be paid to them by my bank. They have put a lock on my storage unit so I cannot access my belongings.

  Business response

  11/11/2024

  The District Manager for this property has called the tenant and left a voicemail. The DM applied the 30% discount for November  and has credited the late fee. Our DM is awaiting a return call to discuss this with Mr. ****** We do apologize for an inconveniences this has caused and we hope Mr. ***** allows us to make this right. Thank you.

  Customer response

  11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  My payment is in process through my bank and is scheduled by November 18. 

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

• Initial Complaint

  11/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an outside parking space I was renting for a boat. We have not had our boat there for a while to clean and for maintenance. We decided not to continue our lease with ****. On October 4th I started the process of closing my account. This was days before my charges were due for October. The initial contact i was told no problem, the account would be closed. I got notice a week later of the charges due. I contacted management and was told no problem. My balance will be $0 once it closes, they just needed to inspect the property. The following weekend the manager called me to ask about a vehicle in my space. I told them it is not mine. That car was in the space next to mine when I moved it. She responded no problem, once police run the vin to verify balance will be $0 and account will be closed. They then charged a late fee. Talked to customer service the following week and was told car was not verified yet and would be soon. Once that was done all charges will be cleared off. The calls, emails and texts have not stopped for 5 weeks now. I spoke to another agent last week that said I started the closing process but when they found the car they canceled the closing process BEFORE they asked me about the vehicle. Then reopened once I said it is not mine but it was taken care of, my balance was $0 and account closed. Got another phone call about past due. Talked to another agent who said the last agent was wrong, account was not closed, vehicle was not verified. By this time balance is up to double rent charges. This week I spoke to property manager that said police have not verified the car is not mine, she does not know when someone can verify for them. Another email today stating charges for Oct. Late fees, charges for Nov. Auction fees because they are threatening to auction the unit. Charges now up to $180!! 5 weeks later!!! Account still open and no one helping clear any of this up!!

  Business response

  11/18/2024

  Upon communication with the Elkhart property ****** ******** account is now closed and has a zero balance. We do apologize for the delay - we did need to investigate the vehicle that was parked in the parking space that was assigned to ****** ****** and that took some time to confirm that the vehicle did not belong to her. Thank you.

  Customer response

  11/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Accidentally overpaid my storage rent by 1 month using their web based payment system. I immediately realized the error and contacted them immediately, I was assured by their customer service person that it was not a problem, they would forward it to a district manager and I should see a credit on my card in ***** hours. Since that day I have re-contacted them 8 times in three weeks, everytime with the same assurance that it was being escalated to a district manager and they would contact me and resolve this in ***** hours. It has been three weeks and I still have not been contacted. Their customer service model does not allow the agents on the phone to make adjustments to the accounts, hence the escalation to a district manager, and they will not let me communicate directly with them, just file an escalation and wait to be contacted, which never happens. I am beginning to think this is a purpose built system to insulate manager access and force frustrated customers give up pursuit and to avoid having to pay out legitimate refunds.

  Business response

  11/07/2024

  Our District Manager spoke with the tenant regarding the accidental overpayment and has submitted the refund request today for approval on their behalf. Once approved we will be sure to update the tenant.

  Customer response

  11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided they do what they say they are going to do, mail a refund within 6 weeks per my cobveration with the property manger. If not I will file another complaint.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a storage unit from the predessessor company, E Z Self storage on 6/6/17, receipt #***,507 with a 6 month charge of $525 and a deposit of $45. I emptied and cleaned the unit this summer, and notified the company that I was terminating the contract. I allowed time in August and September to receive the refund, but it never came. In mid-September, I contacted the company and was told that the refund was processed on 9/4/24. I have not received this deposit refund, I have called the company twice since without resolution. The unit was cleaned thoroughly, and there has been no comment about any issue creating cause to deny the refund.

  Business response

  11/13/2024

  We have contacted the District Manager on behalf of Mr. ***** The District Manager has informed us that refund was approved a month ago and we are currently awaiting an update on the check status from our ******************** We will keep checking in for an update so that we can provide Mr. **** with details on the *** for the refund. This is currently being worked on and we do apologize for the delay in getting this out to Mr. *****

  Customer response

  11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used to rent a space for my RV with this company in *****************, **. I moved my RV out on July 13, 2024 (Saturday). I called the next Monday morning to notify them that I had left the place. The storage manager (**) told me that they would return the remaining money that I had paid and I didn't use it. That never happened plus they charged me for August. I called immediately and the ** told me that they would return all my money. I communicated in person with the ** 2 times and by phone 2 more, I had call the main office at least twice which is in in another town in the South of ** with no result.

  Business response

  11/05/2024

  ******** did claim that he moved out on 7/13, but we do not have anything in his account indicating this. He did not reach out to the property until 8/20 claiming this and asking for a refund for August rent. The Property Manager submitted the refund request on his behalf,which was denied on 8/26 we are unable to confirm if this decision to deny was told to the customer. Regardless, there is no valid reason to provide a refund. The customer was contacted today by the District Manager and the reasoning for why he will not be getting a refund was re-explained. The customer was not happy with this, but did seem understanding. We do apologize.

  Customer response

  11/07/2024

   
  Complaint: 22483201
  
  I am rejecting this response because:
  I spoke with the previous storage manager three times, two face to face and one by phone, and always was the same the vague response to the point that I decide to call headquarters. Same answer from them. If the previous storage manager was not doing the his job, it not my problem. My problem is that this big company will keep my money. 
  Sincerely,
  
  ***** *****-*****

  Business response

  11/07/2024

  Again, we do not have anything on this account indicating the tenant moved out in July. We have notes that the tenant reached out on 8/20/24 stating that they moved out and was asking for a refund for August rent. A refund request was submitted and was denied on 8/26. The tenant requested a call from the District Manager and the ** did call as requested and re-explained everything. 

• Initial Complaint

  10/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My property was damaged at one of their facilities, I had insurance.They have now been dancing around paying said insurance claim for over 6 months, going as far as sending me a check with my name incorrect on it. Now I have to call everyone under the sun to chase them down with no results.

  Business response

  10/24/2024

  We have confirmed that a check for this claim has been mailed on 10/23/24 (Check # *****) to the tenant. We can also confirm that the spelling of the tenant's name is correct on the check as well. We apologize for the delay in getting this corrected for ******** *****. 

  Thank you, 

  The SROA Team

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by my property manager 10/1/24 and informed my unit was broken in to I filed a police report 10/2/24 and turned in all the paperwork for my tenant protection plan 10/4/24 and have heard nothing at all since not sure how long its supposed to take but I was told it could take months.

  Business response

  10/24/2024

  Our ************* Lead *** ******* has been in touch with the tenant. It was explained that their claim is in the system. Mr. ***************** notice a list of items that needed to get the claim processed. Most have been uploaded, but tenant still needed receipts or weblinks to the missing items. Mr. ******** did let the tenant know to send that in as soon as possible to each item they has listed as missing/stolen. ****** was advised that we would contact him if we needed more information from him to go with his claim. Overall tenant seemed relieved that he has the information he needs, the claim was put in, and that he can contact regarding updates.

  We are happy that the tenant has been updated and is aware of the process for their claim.

  Thanks, The **** Team

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2024, we were informed that our storage unit, previously managed by RedDot Storage, was being taken over by Storage Rentals of America, and that our rental rate would be increasing. My wife and I decided to vacate the unit rather than pay the higher rate. We moved out of the unit on August 18, 2024, and notified the company through the available customer service channels, as no other contact information was provided.Since vacating, we have made multiple attempts to ensure our account was properly closed, including emails, voicemails, and in-person visits. We did receive an email confirming that our account was closed. However, despite this confirmation, we have been charged $215 for rent and late fees.The company continues to send automated messages (emails, texts, and calls), but we have been unable to speak to anyone directly to resolve this matter. We are seeking assistance in having these erroneous charges removed and ensuring no further billing is applied to our closed account.

  Business response

  10/09/2024

  Our District Manager for this location called the tenant and left a voice mail message on 10/7/24. Once ******* returns their call, the District Manager will close their account and start the refund process as requested so that they will no longer incur fees.

  We do apologize for any inconvenience this has caused.

   

  Thank you, 

  The SROA Team

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a storage unit (1211) at "Storage Rental of America". On 4/10/2024, I was called by the worker at the facility at ************************************************************************, and was told my unit was broken in by intruders unknown. I had insurance for such a situation. The police were called and they did a report. I filled out all the paper work to do a claim on all that was stolen. I complained to the worker in the office about how this company took down most of the cameras and mirrors to deter intruders. I was renting in this facility before they bought it from the owners before them. There was never a problem with theft. My claim was for $2500.00. I have heard nothing from them and it is now October 2024. Others who had their units broken into says they have heard nothing from the insurance or the company. I am trying to get help with information about the insurance company or company headquarters. So I can get paid for my loss. I never missed a payment. I never had a lien on my unit 1211.

  Business response

  10/04/2024

  Thank you for providing us the opportunity to share insight. We show that the tenant has an active Tenant Protection Plan (TPP) claim, but we are awaiting the necessary web links for final approval. We have reached out to the tenant multiple times regarding this matter, but unfortunately, we have not yet received the required information to proceed. The delay is in the tenant’s failure to provide all the required documents and web links. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Red Dot Storage where I had been renting from was bought and taken over by ****. This in itself has not been an issue. My issue is I am being harassed for money with no communication after canceling my unit . On August 13th, I reached out to SROA over the phone to cancel my storage unit. I was told it was too close to the date I pay my rent to cancel. I paid for August and asked to cancel my storage unit. I called on the 4th of September to confirm I had vacated my unit and was not continuing the serivce. I called again on 13th of September to confirm I was told by a representative I was fine. I have now received several emails from **** telling me that I owe month for September and October. I have reached back out by email and by phone and have received no communication back. The only number I've received a response back was the 800 number, not the number to my specific SROA I rented from. I have never signed a lease for ****, so I have been operating under my old lease terms- which only required a five days notice. I had given a full months notice, which is well beyond what was required of me.

  Business response

  10/02/2024

  Thank you for providing us the opportunity to respond. We are sorry for this inconvenience and have partnered with the property manager. They shared that they have left a voicemail for the former tenant, in case she would like to discuss further. We found out that the tenant did not move out until after the 24th. Once the walk thru was completed this morning it was noted that the tenant lock was removed. The tenant was then moved out and no further fees or rents are due. 

  Have a wonderful Wednesday.
  

  Thanks

  The SROA Team

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