ComplaintsforStorage King USA

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have unit **** and the price has increase at min. of 2 times since I have had it. One of the reason I took this unit is that it had a light in it. The light has not worked in over 4 months. I have emailed the company, I have spoken to the receptionist, I have gone to my file and email and nothing has been done. Last time I spoke to the receptionist I saw her put information in. My question am I getting any refund cause I did not and still am not getting what I paid for. I am not even talking about when I went to my unit in June and lock had been removed. I am missing 3 microphones. No one knows anything about why it was removed or what happen. All I know is I am missing microphones that I am needing to replace. Most of letters were sent through their portal or I spoke with attendant.

  Business response

  10/14/2024

  Thank you for your feedback. Your complaint is very concerning to us. We have asked our District Manager to investigate this further and reach out to you. If you do not hear from the District Manager in five (5) business days, please reach out to us at ******************************** and we'll work with you toward equitable resolution of any issues. Thanks for your business.
  
  

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  RE: ID # ********
  Good morning. I did not respond as per their email, they were going to respond by today. Well today I did not receive email or call. So I reject their solution as they once again lied and did nothing.
  This company seems that once they get your money, they raise rates and do nothing to keep their units up. 
  Once again per their letter they never responded.
  I reject there solution as they did a no show.
  Thank you.
   

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

  Business response

  10/25/2024

  Hello,
  
  The Property Manager has tried to reach the customer multiple times. The lighting issues from storm damage have been resolved and the customer’s locks are secure. However, he has not reported any missing microphones. If you have any further concerns, please feel free to contact us at **************************. Thank you.

  Customer response

  10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]Yes you repaired the unit, I haven't been there to see. So it is repaired so the next person that moves in has it repaired. There was no mention of refund or rent adjust for the months there wasn't a repair. The main objection is why lie? There are no messages on my phone, nothing in your in box, nothing in my box, no emails. It is very disturbing  you choose to say you tried to reach me? That's the problem with this!! So Better Business it is the lie that they tried to reach me when I checked my phone last Thursday and saw their number, they left no message and I called them back(no response) Next time to close a case just tell the truth. You did nothing till I turned this into the BBB. Don't worry about the mics. So I guess light has been repaired, I have not been there yet.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am currently renting a storage unit at Storage King USA on **************** in **************, Tx. My bill is always 161$ due on the 20th which is today and has a five day ***** period for a late fee. Today is the 21st and I went to pay my bill and it says 194$ and that it is overdue but according to my lease which I have it says the 20$ is added after the five day ***** period but this is more then 20$ added obviously. There is no paper billing information given or sent on information on the webpage when I login as to why my bill is this high. On top of that it shows how many times I have paid 161 and others where I paid the 194$ even though the bill isnt over the five day ***** ******* These people just rob your money without even an explanation or anything showing why you owe what you owe. I am tired of paying for what I know I dont owe. Its pure bs.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This facility is infested with mice. I have over $4,000 of damages from the mice in my unit just in the past month. This all began about 9 months ago I brought the issue of having MULTIPLE dead mice inside my "climate controlled" unit, this was when it was Metro Self Storage, they gave me 1 months free rent and that they would take care of the issue. A month later I brought it to their attention again and they told me they put traps out that was all they could do. At this point there was just paper eaten, and the dead mice inside my unit as well as units all down the entire hallway. Now one month ago I found additional dead mice inside my unit, and inside other units that I know the renters of down the hall, and now the mice have eaten the seals of brand new refrigerator and pee'd all inside of the fridge, as well as the insulation of my brand new gas range was all eaten inside of my unit. I immediately reported this to Storage King and at the beginning they claimed they were trying to help me, however now I have not heard from them in weeks, and they are not helping in any way at all and told me it is my loss. My entire unit is covered in mice pee and ****, as well as they have eaten everything they possibly could. This is absolutely the worst storage location and company I have dealt with.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a survivor of domestic violence and while in the process of getting away from my abuser I was evicted from my unit at Storage King (purchased in the 18th evicted on the 21st) because I fell asleep in my car on the property after I spent the entire night before packing my ****** Sentra from floor to ceiling and even strapping belongings to the top of my car. When *** the property manager found me she immediately evicted me leaving me with no money and no place to go. She was the property manager at the previous storage facility and I believe she is out to s**** ppl over and steal their mone

  Business response

  06/28/2024

  Thank you for your feedback.Will you please let us know the address of the facility where your storage was at, so we can get you to the right person to help you resolve this?
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I made a payment on *** 1,2024. My next payment is **** 1,2024 with 4 or 5 days grace ******* I received a letter on rental increase etc. Notice date is *** 18,2024.(effect starting with your payment due on or after july27, 2024). This letter is a 30day notice, from which letter was sent.that would be **** 18,2024. My complaint is I come to storage,to find another lock on my unit red lock. No email, or other paper notice telling me a red lock will be on my unit. Please explain why I can't get into my unit when I need to. Office is closed on Monday **** 3,2024. Please reply asap Thank you

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a 10x15 storage unit from *************** located at **** * *** ** ****** **. I booked my unit online and received confirmation along with a unit number and gate access code. Upon arrival I realized I did not have access to the actual building my unit was in because I was not given a code for it online. The manger was out to lunch and said he would be back at 2:30pm I waited with my mother until 2:30 and no show. I had an emergency to attend to so my mother stayed behind in her vehicle and I left. After 15 minutes the manager arrives while my mother is still on site so she decides to go inside and let him know that I booked a unit online but we didnt have access to the building. She showed the manager, *********************, the email and he asked for my name eventually he found the unit I booked and told my mother to follow him. He took her to the unit, opened the unit and took the lock off and said its ready to go. She started moving our things in and all was well. Well less than two weeks later I receive a call from ***** telling me that I moved into the wrong unit and I need to either pay the difference since the unit I moved into is bigger or I move out to the correct unit. I told him how did I move into the wrong unit if you are the one that looked up my name in the system and took my mother to that exact unit and said its ready to move in? He made up an absurd story that never happened in order to not claim any responsibility. Upon further research I realized the last two numbers of the unit I moved into were flipped with the unit I was given online. ***** looked at the last 2 numbers on the unit wrong and took my mother to the wrong unit and now he is blaming us saying we dont know what were talking about despite there being literal cameras in the office that recorded the whole thing! He even said he didnt work that day even though he was the one that checked my mother in!! Now he has charged my credit card an extra fee without my consent or explanation

  Customer response

  06/21/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Storage King USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I vacated storage **** *** at Storage ***************************** location on Feb. 24, 2024 and served email notice (Feb 22, 2024 and phone call to let them know.They continued to bill me $113.40 on March 25, 2024 and again on April 27, 2024.My phone calls (2) and emails (3) and on site visit to address this have not resulted in any action on their part to refund my money.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Storage King USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 6th, 2024, I dropped off my Storage King provided document filled in to tell them I was moving out of my unit on ***** 16th and would confirm on ***** 17th. I spoke with the gentleman in the office at ******************************************************** and handed him the document along with my change of address form to my present home in ******, ****. We chatted about movers to use and where the truck should park. I confirmed on ***** 15th that the movers would be there on ***** 16th. I spoke with him on ***** 16th onsite when the movers arrived. I called back on ***** 17th and spoke with him to confirm everything was removed and the lock was off the unit. I received an automated billing notice (attached) on ***** 30, 2024 charging me for May 2024. When I called i had to leave a message at the location. I then emailed the location via the website. No response. So I stopped there and saw no one was onsite, but to call the ********* location which I did on May 1st, Tino, the manager, said the gentleman at the ****** location had broken his hand so **** was going over on May 2 and would confirm the unit was empty and see if he could find the paperwork I'd left in March. I called him back on May 2 and he confirmed the unit was empty, but found no paperwork. He had called his District Manager and was waiting for her call back. I called back May 3 and he had not heard anything. Per the agreement which I filled in and signed, I should receive a partial refund for ***** and the charges should have stopped. I want the partial refund for ***** and the full refund for the erroneous charge for ***.

  Business response

  05/07/2024

  We looked into this issue and the customer has been refunded the full payment, but we do not prorate out after 5 days. Customer was beyond her 5 days and did not receive a partial refund for ***** as rent is month to month, not day to day.  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had my belongs ruined due to a leak in the roof of the unit that I had rented for over 3 years and paid contents insurance from a company Storage forced me to pay the entire time. Upon moving our I found items that were soaking wet and ruined due to leak in roof. I immediately showed local employee and she said yes, damage was from leak in roof but insurance I paid for would cover. I filed a claim online immediately (Dec 11, 2023). When I followed up, they told me they did not have info I filed on their website. I filed again through forms they emailed me. I received an email saying they needed more info or they would close claim. I responded. They told me local Storage King ******* would call me . He never has. Storage King saying Cornorstone ******************** must pay. ************************** saying Storage King must pay. I am beginning to suspect that these 2 companies are somehow connected. I did business with Storage King locally. Storage King collected my rent and my insurance payment. Storage ********************* caused my damages. I think Storage King should make me whole and deal with the ***************** they were an agent of themselves.

  Business response

  05/01/2024

  Thank you for your feedback. Your comment is very concerning to us. Please let us know which city, state your storage rental was in so we can have the right person reach out to you immediately.
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I continue to pay rent for Unit 1013 and Parking Space # *** , 1984 ********* since 2005, subsequent to relocating out of state. On 04/20/24, my family visited the secured facility noting 1984 *** was not in assigned #***. Multiple emails to Property Manager *************************, have been unprofessional, unproductive. She has no knowledge where my vehicle is. Also hung up me telephonically after I questioned her veracity. I was never advised my vehicle was removed, I have only key, and still being charged. Sounds like corruption to me

  Business response

  04/30/2024

  Thank you for your feedback. Your comment is very concerning to us. We have asked our District Manager to investigate this further and reach out to you.

*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. ↩