ComplaintsforStorageMart

• Initial Complaint

  11/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  April 30, 2022-August 31, 2024 Damage to property no compensation

  Business response

  11/13/2024

  Hello ***, thanks for writing in. It seems our claims department offered you a courtesy payment for the damage to your belongings, though we are not liable for the damages. We cannot provide you compensation, even as a courtesy, if you do not consent to receive it. If you would like to respond to this complaint with consent, we can have the claims department submit that payment request as previously outlined. 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a unit a few months back at the ********** location. I was told that my annual rate was $289 by the woman who setup the lease. After a couple months, my rate was raised by $58. I just spoke to the Property Manager of the ********** location. He told me that rent increases were in the fine print. I said I asked many questions and fully understood that my ANNUAL rate would be $289/month. I asked why these astronomical increases were not mentioned during lease setup. His reply "we do not mention the rent increases during lease setup because if we did, no one would sign a lease with us." I said that seemed pretty shady and would like to speak to a manager or someone in corporate. He repeatedly asked why and I told him I would like to discuss his attitude in email/phone call and the price increases with someone higher than him. He replied that I have an attitude problem. Yes - as a paying customer, I am upset with this treatment, however there was no yelling, name calling, profanities, or anything on my part to be rude or out of line. Questioning their antics is not an "attitude problem," however only points to his lack of professionalism and customer service.

  Business response

  10/30/2024

  *****, thanks for writing in as there seems to be some confusion. Our leases are month to month, always, so annual is not found in our verbiage. Rental increases may happen periodically as a means to help keep pace with market value while also providing quality self storage options. Your rental increase was $29 dollars as per the email you were sent (attached). The $58 dollar charge was incurred for late payment. Rent is always due on the first, and considered late on the 4th, though you can always pay early as well. The rental increase has already been waived last week as a one time only customer service gesture. We are happy to have this matter resolved in advance. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a customer of the facility in ************* for a few years with my business. We were in the process of selling our home and pre arranged to rent a facility for my classic car. Attendant on duty said all paperwork was clear and the unit was big enough for car. On closing day in a rush just thinking pull in and lock it..but no car doesn't fit. Had to go threw all the paperwork again and here is what's the catch getting a space big enough doubled the cost quoted. So with little choices, I signed a contract. I thought that was paid for a month nope another $280 not even 2 weeks later. Tried for a week to resolve with ******* ****** with no luck no call back.

  Business response

  10/16/2024

  Hello, the regional manager was actually present for the transfer in question and remembered chatting with you personally. He stated he received no such request for a call, but would have been happy to help. I believe he has already called you and figured something out in a satisfactory manner. Any estimates of sizes for units from our sales team are only best guesses without being able to see and measure the items being stored. Thank you 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Storing items at the ************* Mini Storage many many years it has suddenly, within the year Sept 23 to Sept 24 increased by 55 dollars. This is a higher increase I recall for any year over the years. $294 starting July 2024 it had been $262 to June, and $239. last Sept ******* well, they just asked for updated information re: payment. I submitted it, but it did not return an e-mail endorsing changes to my account as companies usually do. I'll have to watch closely to see if they debit that account on the first of the month, and if not debited look for an e-mail saying I owe it in time to pay it and again try to set up auto payments, avoiding any charges.Months ago they said my account declined the charge for that month. I thought at first it was a lost and replaced card that had not transferred over charges to the new card, but afterward found it had not been charged to that "lost" card. I don't know what happened, but have spent more time on payments to them than I have to other organizations, and on top of this, paid increased cost of 55 over one year.I had found mice droppings years ago, since resolved, on clothing in my unit. But I have not been to the unit for many months. Reading some complaints I am fearful of what I might find, now, complaints by others on the site of dead mice laying on clothing and all. I have some valuable pieces stored there, and will likely, as soon as I can, close the unit taking valuable pieces home, and tossing others out. But in the meantime, until I can tend to this I would hope for a reasonable increase over this past year, and return of that in excess over the year of what otherwise would seem a reasonable business increase in cost.Thank you so very much,***** Fair

  Customer response

  09/26/2024

  If I understand what is wished to be filled in for "Nest step": Next step would be adjustment downward of past increase of monthly fee over that that is reasonable and customary, and future reduction to the same amount until yearly (reasonable) increase is scheduled again.

  Customer response

  09/26/2024

  In response to "Please provide the address to the business you conducted business with" it is Manhattan Mini Storage under the name, now, of StorageMart.. "Manhattan Mini Storage is owned and operated by StorageMart, a self-storage company with headquarters in ********, ********". 

  I'd written this to Corporate headquarters in *** at the following address: ********************************************************************************

   

  The storage unit I use is at: ********************************************************

  Business response

  10/03/2024

  *****, thanks for writing in. While we do the best we can to maintain pest control through common spaces, privately rented spaces are for the tenant to maintain as they are private. Some locations will provide poisons upon request and you can see if your local property manager has any such things to offer. Keep in mind that any such provisions are done as a courtesy and are not something any location is obligated to provide.

  Increases are determined by the current and everchanging market, as inflation affects every other aspect of the market, it does with rented space as well. I have spoken with the local management team and we will afford you one time only rent increase waiver of your $32 increase, as well as a credit for October which was just billed, putting your monthly rate back to $248. Depending on the market upon the next increase, should you still be renting the space, it may be subjectively reasonable or not based on this increase being removed.

  Please keep in mind that auto-pay is an automated system, not manual, so should anything decline the notification of that will also be automated. It is always a good idea to monitor your online customer portals, emails, and bank accounts for regularly scheduled payments. Thank you

  Customer response

  10/09/2024

  Complaint: 22340722
  
  I have reviewed the business' response and am rejecting it because:

   

  First, to clarify, a "one-time waiver of the 32$ increase is mentioned, but a permanent reduction by $32. also applies. My rate for the remainder pf the period that I store there should be $248. + 14, insurance, is that right?

   

  But what is confusing is, I just called the storage site to ask dimensions of my unit. Told it is 4 x 4 x 5, I compared it to some on the list of units on your website, attached,  that gives dimensions and corresponding costs at this time.

   

  Two are on the first floor as mine, but "middle level" units as opposed to mine that is "bottom level". Just a month ago, 9-26-24 I'd printed out others that were available at that time; One was bottom level, first floor access for 4 x 4 x 5 for $7.62/week billed monthly. Those presently available at middle level access range, first floor, as you see on the attachment, rent at $8.08 and $10.39, respectively, the highest $40 or so/month before insurance of $14.00/month.

   

  I won't ask the reason mine costs 3 x's that rate after your reduction by $32., if you did (and has, so many many years) but wonder if any payment so obviously higher could be returned if appropriate, or switched to a new unit as payment in advance for a period you designated. I don't know if I am at fault for not looking at your website to find lower units having the same location and dimensions before last month after my auto payment was suspended (although my bank denied any declination of any charges on their end). It never occurred to me I was overcharged until the rate increased at so unusual a percentage, brought to my attention by auto-pay decline..

   

  I would check your website every day and finding a unit on the first floor, bottom level at my dimensions give or take check that box to rent it  move my belongings as quickly as I could and discontinue my present unit, after.

   

  Please let me know if this is acceptable.

   

  Thank you so very much,

   

  *****

  
  
  

  Business response

  10/11/2024

  The first floor is generally best for high traffic visitors and very transient. Longer term rentals tend to go a little higher, affording them more economic rates and privacy that best suit their needs. New customers enjoy promotional rates that existing customers have already expended. If you have been renting the same space for many years, and find that the situation is not precisely how you would prefer it, you can the property manager can discuss a situation that might better suit your needs. You are occupying a high demand space for an extended amount of time, and you are likely seeing that reflected in your rates, as they are based on the current market supply and demand. If the one time rent increase waiver, until you're up for the next increase, does not suffice, it might not be the best unit to suit your current needs. Thanks for writing in!

  Customer response

  10/20/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** Fair

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother got the unit two years ago. I think it was and she has passed away so I have the unit. My name is on it too with her OK so the payment wasnt due until the third of each month because my mom had a set income on her Social Security they decided to make it the first they locked her out on the first winter payment was an in Now they do it every month and raise my rent higher than what it supposed to be now Im 2 1/2 months late and theyre saying I owe over $1040 thats crazy. They charge me every 14 days for being late and its the same charges, but they just use different names of things to put on it. This is ridiculous. I want my stuff out of there. I dont I dont want any money. I just want to get my stuff out of it Because every month every month they lock us out and they charge us late fee the feed and they already cut my lock last month. They cut it in and wasnt even a month and a half late. Im just done. Im done with this whole deal with Storage Mart they are the worst , thieving people I have ever known they dont keep their end. They always hesitate. They never give you a straight answer.

  Business response

  09/19/2024

  Per the lease agreement all payments are due on the first of each month. We offered Ms ******* a settlement in May, 2024 to pay a $250 settlement fee and vacate her unit and let her know that she would continue to owe rent for each month that she is using her storage unit. She has stopped responding to our attemps to contact her and the last payment we received from Ms ******** was 6/22 and she has not moved out and continues to rent her storage unit. 

   

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Storagemart did not process my auto payment. They then proceeded to charge me a $33.00 late fee. They did not call me to notify me of any issue with my account but only sent an email on a holiday, Labor Day. I believe that this is unjust and without proper notification of an issue it's a money grab to charge a late fee especially when it seems to be an issue on Storagemart's end. I called and asked for a refund and asked what happened & they simply said the autopayment didn't go through and they didn't know why but they would not issue me a refund on my "late fee". Horrible business practice. I would like a $33.00 refund or credit on my next statement.

  Business response

  09/19/2024

  Per the lease agreement, bills are due on the first of each month. Mrs ******** is signed up for autopayment, and her credit card rejected the charge that processed on 9/1. The payment failure was from her credit card, not our system not processing her payment. We emailed her on 9/2 and 9/5 to let her know that her payment failed and to please log into her account and update her payment information. 

  Customer response

  09/19/2024

  Complaint: 22282218
  
  I have reviewed the business' response and am rejecting it because there should be responsible time to make an adjustment.  An email which may or may not have been blocked is not sufficient.  Furthermore, a simple text message would have solved the problem.  My phone number is at the top of the lease as you can see in what they attached.  In fact, in #** of the lease it explicitly states that I give consent for such text messages or phone calls.  I want to emphasis that it was not an issue with my credit card or bank but an issue with how it was being processed and when I called to inquire the answer "I don't know" does not seem like good enough footing to charge a late fee.  There needs to be adequate time to be alerted of an issue before a fee is charged. Finally, nowhere in the lease does it say that the customer will be charged a $33.00 fee if the autopayment does not process as planned so I believe it to be unlawful to charge such an amount without due process.
  
  
  
  Sincerely,
  
  ****** ********

  Business response

  09/23/2024

  ******, I believe I can explain things so they make a bit more sense. You are enjoying the preferred customer discount rate, so long as your payment is made BEFORE the fourth. Though it is due on the first of the month, we do provide a three day grace ******* as we understand things do happen. We provide the preferred customer discount on the assumption that the bill will be paid as seen in section 3 of the lease. The charge you incurred was not a fee, simply a loss of that preferred customer discount. It resets every month so as long as the payment is made on time, your discount will reappear. Unfortunately, the **** in "auto-pay" refers to an automatic and automated payment system. When the processing of that payment fails, the notification of that failure is also automated, as per typical business practices. You can always check your account through the tenant portal, check your email, call the location, or check your bank account to make sure future payments process properly. If there are funds and automatic payments are not going through, you may need to check your settings with your bank. There is very little we can do to find out why the payment failed. I hope this helps, thanks for writing in! 

  Customer response

  09/23/2024

  Complaint: 22282218
  
  I have reviewed the business' response and am rejecting it because I did call into the location and I was told it was a late fee.  Storagemart's response is all under the assumption that something was wrong on my end but since I know that I had the funds in my account and nothing else had changed on my end that it would be a system error on StorageMart's end.  This is not unconceivable and since this was never a an issue before it seems that the proper thing would be do refund the extra fee assigned and show a little customer appreciation.  Especially since I was also told when I called in the month prior asking about a sudden rent increase of $30 that this happened because all the units my size were now rented out so they were raising the price.  What this tells me is because I gave Storagemart my business they were now rewarding me by increasing my rent by 20% after being in the unit for less than 3 months.  This followed by another $33 dollar fee is horrible customer appreciation.  It's taking advantage of your clients.
  
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a bill after I had paid the facility and vacated my unit, my information for the debit card was kept and I had no knowledge of this, I was charged again for ****** dollars

  Business response

  09/10/2024

  ****, the Settlement and Vacate Agreement you signed (attached) to be able to get you items out of storage without paying the full delinquent rent charges due had a stipulation that you remove all items and leave the space in clean condition. You did not remove all of your items by that time (photo attached), meaning the unit needed to be cleaned and items disposed of. The charge you're referring to was a cleaning deposit charge (attached). Please let me know if you have any other questions. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I rented a unit for three years. Half of that time I was fighting cancer. And I am immunity compromised .When we buy a house and unpack, My things are chewed up and peed and pooped on and dead mice stuck to things and some were decaying . Many items ruined

  Customer response

  09/03/2024

  More Information...*******************************************

  Business response

  09/03/2024

  ******, thanks for reaching out. As the comment you attached suggests, you can reach out to the help line, or you can reach out to the property manager. You will be directed to provide photos and fill out some claims paperwork if you participated in our coverage program, or if used private insurance, you can file a claim with them. We have systems in place to tend to such matters if you would like to utilize them. Thank you!

  Customer response

  09/04/2024

  As I am very weak and also have sometimes chemo fog I never thought to take pictures I had numerous physical witnesses. Including I spoke to a woman on a golf cart that work there and told her before I even got home and unpacked things that I was finding things that were ruined from mice. That were laying on my boxes folded blankets etc that I left there as well as a dead mouse laying on the ground. It was taken everything I had to unpack with my physical conditions. I don't know anything about insurance through you all because as much as it cost I just assumed it would be safe. It was suggested to me to try this as far as speaking with you. I have things of my deceased granddaughter that was thrown away. The blankets that was specifically made for her with granddaughter writing on it. Many clothing items many bedding items. Curtains most all household items were messed with in some way or another

  Customer response

  09/04/2024

  Also if I would have been thinking about it I'm not sure I would have took a picture still. Or pictures actually. My health is so bad and I was so horrified that I rapid fire put everything as I would find it in trash bags and wash my hands. I did not want anything laying out while I went and looked for a camera or my phone

• Initial Complaint

  08/24/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  This is regarding storage marts *************** location here in *********** ********. They have a gate access and door access to get to my unit. Ive been having issues with the door keypad not letting me in the building to get to my property in my unit. I have called multiple times the manager has refused to come out and help. I called the call center line for them and the *** told me there is nothing he can do. Im paying 200 dollars a month for this storage unit and they are willfully keeping me from accessing my own property.

  Business response

  08/27/2024

  ******, I understand the keypad had some technical difficulty, this is something we take very seriously and tend to as quickly as possible. Unfortunately, in this case it did take a few days for sourcing. The manager was not capable of doing anything to help the situation, as the keypad had to be replaced entirely. This is not a willful decision to keep you from your property, but a technical error. Sometimes things do break and we do our best to provide a timely and effective response in coordination with our vendors who do the same. We appreciate your patience. Thank you!

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a rental agreement with StorageMart on April 13th, 2024. They promised me a "Preferred Customer" rate, which made the deal more palatable. Four months later TO THE DAY they sent me an email stating my rent has been increased, and **** the "Preferred Customer" rate was history. No time limit was indicated by StoragemMart for this "Preferred Customer" rate. If I had known that the "Preferred Customer" rate was limited to 4 months I would not have gone through the whole process of moving my excess belongings into their facility. STORAGEMART clearly uses underhanded, deceitful means to TRICK PEOPLE INTO BECOMING CLIENTS!

  Business response

  08/14/2024

  ***, thanks for writing in as this is a common point of confusion. The preferred customer discount, you've called rate, still applies to the unit, which is separate from the rent increase. The preferred customer discount assumes that you will be paying on time and presents this 20% discounted rate under that assumption. So long as you pay your rent on time, the charge is the discounted amount as advertised and promised. This discount lasts the first three days of each month, although you can pay as early as you want and retain it. As of the fourth day of the month, your preferred customer discount would fall off, returning the unit to the regular price. This appears on receipts as the "loss of discount" for unpaid invoices the fourth or after. Your rental rate likely was promotional. Rental increases are used to bring the discounted new-rental rates up to market value based on market trends, while still providing quality units at a quality price. The details for the rental increases can be found in line 3 while the details for the preferred customer discount can be found on line 14 of your lease, which I have attached for your convenience. I hope this makes sense of it all, thank you. 

  Customer response

  08/19/2024

  I must accept responsibility for signing a contract with no limits as to the frequency or the amount of the rental rate increases indicated anywhere. However, having dealt with 3 other self storage facilities in the lower BC mainland and on **************** I was expecting that my rent increases would be annual, and would be reasonable (all self storage rent increases I have experienced in the past were 10% or less and were effective on the anniversary of my signing the contract).

  
  I question the business practices of StorageMart, specifically for creating a contract that gives them ************************* with respect to rental rate increase amounts and frequencies. Surprises such as the rental rate increase I experienced never occur when dealing with reputable businesses. I hope that this will be reflected in their overall rating by Better Business Bureau. 

  Customer response

  08/19/2024

  Complaint: 22139018
  
  I have reviewed the business' response and am rejecting it because:

  So, if I understand StorageMarts response correctly, what I thought was a change in my Preferred Customer Rate was simply a rate increase.  A 20% rate increase. Just four months after I signed the contract. Which I believed, in good faith, would respect my initial rental rate for one full year. But it lasted only 4 months. And according to the StorageMart agreement, I can expect another increase anytime StorageMart likes, as long as they give me 15 days notice. StorageMart is blatantly misleading prospective clients just to get them in the door, then its fleecing time. NOT a reputable business, in my opinon.
  
  Sincerely,
  
  ***********************

  Business response

  08/21/2024

  ***, this rent increase is effective for your 6th month of rental, rather than your 4th. Leading market competitors typically raise rent every 3-4 months. We do not advertise or promise in any way that the rate won't change for a year; it is unknown to us why this was your presumption. However, upon discussing with the local management of this facility, they have agreed to waive the rental increase one time only as a customer service gesture. Thank you

  Customer response

  08/22/2024

  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,
  
  ***********************

*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. ↩