Complaints

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

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  Store Space Self Storage

  330 E Crown Point Rd Winter Garden, FL 34787-2998

• 

  Store Space Self Storage

  14 Railroad St. Rochester, NY 14609

• 

  Store Space Self Storage

  31 Pope Park Hwy Hartford, CT 06106-2215

• 

  Store Space Self Storage

  1030 S Erie Blvd Hamilton, OH 45011

• 

  Store Space Self Storage

  1820 Kings Ave. Jacksonville, FL 32207

  

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:04/10/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Had given new phone number and new email address to business to update my file. Business never updated it. Was told the month of March was paid. Was sent ledger to my new email address proving it was paid. There was a glitch in their system and the payment was declined. Business had called my old phone and contacted my old email address regarding their mistake. I no longer have access to old information which was told to the business over the phone in the beginning of March. Was charged $268.56 in late fees because business failed to contact the correct information which was given to them.

  Business Response

  Date: 04/16/2025

  This issue has been resolved.  The District Manager reached out and was able to resolve the issue.

  Customer Answer

  Date: 04/18/2025

   
  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

  Date:04/10/2025

  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.

  My friend leased a storage unit from this company in **********, *******. Her unit was very large and she only took up half of the space. I put some of my items in the storage unit including 4 boxes that contained mine and my family members birth certificates, 2 social security cards, tax information from 2018 to present for 4 people which included their social security numbers, dates of birth and addresses as well as all of my pictures, videos, etc. These boxes were on the side in the front, Two did not have closed tops. I put them in the front for easy access. My friend could not pay her bill. Her unit was going to auction, I called the facility and asked that the buyer of the unit be notified to please leave my personal items at the office or call my cell phone number. Both my friend and I called this facility many times. We always had to leave messages. I was able to talk with someone the first week of March and she informed me the unit had already been sold and she had no information on my personal papers. I did ask for their help in contacting the buyer on many separate occasions as did my friend but to no avail. I would like for this facility to contact the buyer of this unit and at least ask them what they did with 4 boxes of personal papers and pictures. They were not hidden or hard to get to but right in front of other items on the right side of the storage locker. My friend had another unit that she lost with a different facility and they returned all of her daughter's pictures and papers within 30 days. It is the decent thing to do. Thank you.

  Business Response

  Date: 04/10/2025

  We certainly do not like anyone to lose items that proceed to auction, however when that does occur we do ask that the winning bidder please leave or return any personal items that have no retail value to them back to the property within 30 days.  That is a pretty common ask across all storage facility companies.  

  Unfortunately, we can only ask as it is not legal required of the buyer.  We also as a safeguard to the customer state in our rental agreements that any documents, medical records, or anything containing person identification is not allowed to be stored..  While most buyer of units are sensitive to our ask and will cooperate, there are some that do not.  As well, we have no knowledge when offering a unit at auction what is or is not in a unit.

  It sounds like the store team reached out but never was able to connect with the buyer of the unit.

  JVH

• Initial Complaint

  Date:01/25/2025

  Type:Sales and Advertising 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 rented a storage space at the *********** location in *********, ********, from October 29 to early December.We removed our items due to unscrupulous business practices and at-risk management at the facility;Store Space failed to fulfill its ************** is in deplorable conditions; Filthy!!The elevator is dirty; the walls and floors are in the same condition.The place is not as advertised online.We waited over two hours to retrieve a dolly to move our belongings.Andrea's suggestion after locating her was to look for one on each floor.Stating: people steal them (after receiving payment).On the first day of moving two storage units down,There was a guy in the storage unit asleep (snoring).We recorded such conditions;as individuals (drug addicts) were hanging out within the facility,and unscrupulous behavior.Management knew, or should have known.We call this discrimination per se,When you serve a particular area and have the profound audacity to believe that all have the same mentality.****** argued with a customer disrespectfully;She was incompetent in addressing the situation with dignity and respect.He was upset about the duplicity as well.We noticed foul odors and a skunk marijuana smell that the sofa chairs absorbed, white powder on the furniture,and excessive dust.I called the Sales district to inquire about a rental unit pricing before arrival,it was different from what ****** charged my credit card (unauthorized),it was more like price gouging and ************ is professionalism and transparency that must be demonstrated as they represent all Store Space.I did not receive the services in which I paid for.I am not interested in speaking with ****** or ****. The district manager or legal representative for the store owner is appropriate under the circumstances.There is a conflict of service, I reached out to no avail.I moved my items to a reputable storage company.I will file a Dispute with the Bank.

  Business Response

  Date: 01/27/2025

  The District Manager over this location was able to connect with the guest and work through their concerns.

• Initial Complaint

  Date:01/10/2025

  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.

  This company has been the worst and most frustrating business *** ever dealt with. Since renting a storage unit, the price has increased at least five times. Recently, they debited $175 from my account for a unit that originally cost $75. When will these price hikes stop? This should be illegal.On top of that, their service is consistently poor. The office is often closed or unattended, and there have been times when my storage unit was locked even though my account was fully up to date. For a company that keeps demanding more money, their service is far below acceptable standards.I would never recommend this company to anyone.

  Business Response

  Date: 01/27/2025

  The District Manager over this location was able to connect with the guest, and was able to resolve the guests issues.

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service 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.

  To Whom It May Concern,I am writing to formally file a complaint regarding the unacceptable customer service I have received at Store Space Self Storage (**********************************************************************************. Unfortunately, this is not the first time I have had to contact the BBB regarding this location, and my experience with the store manager, *******, has been consistently negative.Recently, after informing the facility of my intention to cancel my storage unit and pay any outstanding balance, a lien was placed on my account. This action has made it impossible for me to clear my balance and close the account. The manager, *******, has been disrespectful, harassing, and threatening throughout my interactions with him. Specifically, during a recent phone call (Jan.3.2025), I requested to speak with his district manager due to the lack of resolution. Instead of assisting me further, ******* **** up on me, which I find extremely unprofessional. This is not the first time he has ended calls abruptly during our **************** provide further context, I have experienced two recent family deaths back-to-back in December, which has delayed my ability to visit ************ in person to resolve this matter. Despite these personal circumstances, I have made effort to find a resolution, only to be met with hostility. To resolve this issue, I respectfully request that the lien on my account be removed so I can settle the outstanding balance, retrieve my belongings, and cancel my storage unit as originally planned. I am committed to paying any applicable fees once the lien is lifted.Thank you for your attention to this matter. I hope this issue can be resolved promptly so I can put this situation behind me.Sincerely,******* *********

  Customer Answer

  Date: 01/06/2025

  I spoke with the district manager, ***** ********, who stated that he would escalate this matter to Management for a final decision. I requested to pay any outstanding balance excluding the lien fee in the meantime. However, Mr. ******** mentioned that a partial payment wouldnt make a difference. I explained that making a partial payment would help avoid additional late fees, but he refused to allow it unless I paid the full amount.
  
  This was confusing, especially since the store manager ******* wanted to do a "cash deal" stated from their employee **** on Jan. 4th if I paid in cash or by money order then he would drop the lien. The inconsistent information, combined with the back-and-forth regarding policies, has been extremely frustrating and questioning their ethics and policies. I would like to resolve this issue promptly so that I can proceed with moving out without further complications and separate from this company.

   

  Customer Answer

  Date: 01/16/2025

  I am writing to formally file a complaint against Store Space Self Storage( ************************************************************ regarding an illegal eviction notice I received on Jan 14 '25. I believe the companys actions violate Florida law and is at delegation after previously submitting a complaint earlier this week. On Jan14, 2025, at 5:46pm, the store manager, *******, sent me an email with an attachment but no information in the body of the email. The attachment contained a lease termination notice dated the same day, Jan 14, 2025, demanding that I vacate the storage unit by Jan 15, 2025, at 5 PM. However, under Florida Statute *****, landlords are required to provide at least 15 days written notice prior to the end of a rental. Demanding that I vacate in less than 24 hours is unlawful, as the earliest lawful termination date would be January 31, 2025. This eviction notice followed a separate complaint I had previously filed regarding unlawful excessive charges on my account. Despite being able to fight these charges due to the company, not willing to produce a copy of my lease agreement in 2021, I paid all outstanding fees. However, after settling my account, I received this abrupt termination notice giving me less than 24 hours to vacate the unit. This timing appears retaliatory and is highly concerning. The companys improper handling of eviction notice has caused significant inconvenience and distress, particularly since I live out of state and cannot immediately retrieve my belongings. I am also deeply concerned that my property may be discarded if I cannot comply with their unreasonable and unlawful demand. Should this occur, I will have no option but to take legal action to recover damages for wrongful eviction and loss of property. I respectfully request that the BBB intervene to ensure that Store Space Self Storage adheres to legal protocols and provides a fair and lawful timeframe for lease termination.

  Business Response

  Date: 02/11/2025

  Customer vacated the facility on 1/31/25 as agreed upon.

• Initial Complaint

  Date:01/03/2025

  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.

  I signed up for service with store space in April of 2024, I was charged $78 for the first few months, and now being charged $92 per month. I checked the other day and saw that they now charge and introductory rate of $30, and a regular fee of $60. Both those rates are much less than anything I was charged. I asked to be pro-rated for the previous months, and was told I couldn't have that. I'd like to continue service and actually get a bigger unit, but I will look elsewhere if I'm not pro-rated.

  Customer Answer

  Date: 01/13/2025

  At this point I've .ade multiple phone calls and left voicemails.   No one ever picks up the phone or returns my messages 

  Business Response

  Date: 01/30/2025

  The District Manager over this location has called and left a VM.  He is waiting for a return call and gain more understanding of how we can assist.

• Initial Complaint

  Date:12/19/2024

  Type:Product 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.

  Among other constant issues, including the garage doors being broken constantly and not dealt with, which meant homeless would use the facility as shelter as they could come and go as they pleased, and my unit being plunged into complete darkness every 3 mins and 30 sec bc it was located in a hallway with movement sensitive lights and I was not allowed to move units nor were the lights changed off the timer nor left on (which is a HUGE safety issue, maybe even illegal), my complaint is that I am owed a refund that I have yet to receive after multiple pleas. I fell into financial hardship and was ignored any respite during hardship, became behind on my payments and my units . were sold at auction. The proceeds exceeded the amount I owed. (I do not believe they followed the law during this process either, and I they tried to trick me into saying I accepted the loss). I was told to stop by office for the buyer had left some personal things behind and I was to sign a paper stating I was to be mailed the balance of the proceeds exceeding my late bill (attached). After a few days, I called to see where the payment was and to ask for a corporate number to deal with accounting directly. The guy is always antagonistic, and smarmily told me that there is no phone numbers to corporate. Also, he had received an email stating that they had up to 40 days to mail out the check. I signed that paper on 10/12/24 and have yet to receive the money owed of $189.96 to me.

  Business Response

  Date: 01/03/2025

  In reviewing the guest account-I see where the exceeds proceeds letter was emailed to ***************************** on October ******* but there is no record in the account of the completed form being received back at the location.

  I have attached a copy of the exceeds proceeds letter to this communication.  If the guest could complete this and email back to me directly at ************************************** will have this submit this for processing.

  Regards,

  **** ********

• Initial Complaint

  Date:12/13/2024

  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.

  On black Friday around about 5 pm someone stole my *************** that had some valuables in it. I immediately reported it because I had been there cleaning my other storage. I asked the manager who was in the office at the time if she saw anything, she stated no, I said well you have cameras, she said she will take a look, meanwhile she didn't let me in the office, and I could hear people in there. I told her whoever it was has to be on camera exiting the building with tv in hand. She didn't seem to worried, she told me she would look into it and shoved me off, I said do you even know my name and unit, to my surprise she did.I put in a claim and did a police report. On 12/11/2024 she called me about 3o'clock and accused me of leaving my property out, I stated I had not been to the unit in about a week, she then said she saw a young man there, I said my son. Then she says stuff in the hallway with your name on it, and she is going to charge me a cleaning fee, I do not like to be combative so I said I would pay it. However she didn't charge me a cleaning fee, she charged me a lien fee and sent me termination notice. I am behind on payment was going to pay them December payment that day but after looking at the attached fee, it was not feasible. So she basically decided because I did not want to argue with her that she would put a lien fee on my account, terminate the contract on the 31st of this month and I cant get my stuff because she purposely trumped-up charges on my account. Oh and she informed during the phone call my claim would not get paid, I said the police should be able to find the person easily with camera footage and access codes used, she say they don't have footage after 7 days, another thing she fail to tell me at the time, which makes her look even more suspect because why not tell me this immediately, the same way I told her? So now the police can't even view the footage. My stuff is gone, she texted the termination after hanging up vindictive.

  Business Response

  Date: 01/23/2025

  The District Manager for the location where the customer was storing was able to connect, and had a conversation about their concerns.

• Initial Complaint

  Date:12/06/2024

  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 emaled ***** ****** the ** of **************** I am dealing with a ******************************************* I have t odate for over 3 years. The price is extortation. The property had flood issues and never contacted. The employee turnover is *********** deal with low caliber liars. I was told by ***** to move my stuff! I am in a 5x10. It is almost $140.00 a month. I have called the City to inspect the buidling.I was told to come from the State of Florida to move the stuff to a smaller unit! The items are not even worth the cost per year. Threnetened stuff will go to auction and I am not behind in payments. I have complained aboput pricining and keeps going up. This unit is in a ********** area. I have made other state complaints.

  Business Response

  Date: 12/23/2024

  While we recognize the guest concern with the monthly rental rate-the rent that the customer is currently paying is in line with the average rent for all guest for the same unit size.

  The rental rates that are on our website are promotional rates/promotions that are offered to first time renters.  The rental agreement does state that the rates will change, and we will notify the renter 30 days in advance if any changes to the rental agreement, including price so that they may make decisions concerning their rental.  

  I do see that the Store Manager did discuss the possibility of working with them to down size to a smaller unit, and recognize that the renter is not currently in the city that this may have been possible.  It also is reflective in the renter account that a credit for the difference in the increase was applied to the account, along with a waive of the late fee in December to give the rent an additional 30 days to make some decisions about their rental.

  The current rate will take effect 1/1/2025.

• Initial Complaint

  Date:10/29/2024

  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.

  The drive through doors have been broken going on 4 months now. We cannot remove any of our large items. Every week we go in and the staff tells us it will be fixed next week. The company has raised our rent twice in 6 months. Weve also asked for someone at the corporate office to file a complaint and the staff will not give us the contact information.

  Business Response

  Date: 12/07/2024

  Unfortunately Both of the Bay Doors were hit by moving trucks making both in operatable.  The store team worked closely with a vendor to get issues resolved-however there was up to a 12 week wait for replacement parts as the door panels have to be customer made.

  We removed the back bay door after lengthy delay so that guest would have access in and out of the bay, on October 14th.

  Based on communication from the store a credit was applied to the guest account to resolve the issue.