Complaints

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

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• 

  Public Storage- ALL LOCATIONS

  701 Western Ave Glendale, CA 91201-2349

• 

  Public Storage

  1434 Ritchie Hwy Arnold, MD 21012

• 

  Public Storage

  1717 E Joppa Rd Parkville, MD 21234-3601

• 

  Public Storage

  1904 West St Annapolis, MD 21401-3931

• 

  Public Storage

  3607 Fort Meade Rd Laurel, MD 20724-2067

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:04/02/2025

  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.

  We had planned to vacate our ***************************************** Storage Facility Unit B241 in January 2025, but were evacuated due to the ********************** in ********/********, **. Once we were able to return home a week later, the immediate focus became remediation to make our house live-able once ******** that point, we could once again focus on moving our belongings out of Unit B241, which occurred on Saturday, Feb. 1, 2025. Upon relinquishing the space, the on-site agent (******) told us we would still owe rent ($209) for the whole month of February even though we had moved out on the first of the month.He offered to reach out to his manager **** *****) to inquire about rent relief, and he provided me with the managers phone number and email address. I called the phone number a few days later and it kept sending me to a general voicemail box where I left messages that went unanswered.I subsequently sent emails to the manager on Feb. 6, Feb. 12, and Feb. 19, yet never received any response. I contacted the onsite agent again who apologized and suggested I submit an online request for fire victims relief, which I did, but received no response to that either.A few weeks later, I was informed by ***********************, a debt collector, that my Public Storage account had been sent to them for collecting.I once again called the local Public Storage onsite agent who promised to reach out to his manager again. He called me back and told me the manager said he would not grant any sort of relief for our situation.This is despite the fact that we continue to have another (second) unit in the same facility for which we pay considerably more ($606/month).I am beyond displeased by the lack of response (or empathy) of the San ******* Public Storage Facilitys manager and would request relief. (An apology for his lack of response would be nice too.)Thank you.

  Business Response

  Date: 04/07/2025

  Dear Mr. **** *******,

  I regret to hear about the difficulties you've encountered with the ****************** Public Storage Facility. Your proactive efforts to resolve this issue are commendable, and it's unfortunate that you haven't received the necessary support and empathy. Please accept our sincere apologies for this matter.

  As a gesture of goodwill, we have applied a credit adjustment to your account, resulting in a zero balance.

  We now consider this BBB complaint resolved.

   

  Customer Answer

  Date: 04/08/2025

   
  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:04/02/2025

  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.

  December 17, 2024 We rented a space at Public Storage on 144th and L street for our trailer loaded with our possessions. After over two years of renting, in December of 2024 we came out to remove some items from our trailer and we found gone and a boat parked in our spot. Mine you said they do a monthly inventory you would have thought they would have caught the difference between a boat verses a trailer. Went to office and told the manager our trailer was gone. He advised us to make a police report, We asked him to go through the video camera and he said that would be a lot of work, but he did have the video tapes. We called the management and emailed the management of Public Storage, but no replies to this present day. The police investigator went there and manager told them they didn't have the video tapes. Which doesn't sense, We thought by renting at a Public Storage with a code at the gate and video's camera's we were renting with a secure storage location. Manager said that anyone could gain access by following through a gate by tail gating a person with a code.

  Business Response

  Date: 04/04/2025

  Mr. ******* *****,

  Filed a complaint with BBB regarding his trailer which was stolen from the property.  

  We are sorry to hear that you have experienced a loss but, as explained below, Public Storage must decline its liability for this incident. 

  Insurance: Release of Liability: All personal property is stored by the Occupant at the Occupants sole risk. Insurance is ********* sole responsible. ******** understands that Owner will not insure occupants personal property. And in Section 7, Limitation of Owners Liability: Owner and Owners Agents will have no responsibility to occupant or to any other person for any loss, liability, claim, expense, damage to property or injury to persons (loss) from any cause. Public Storage is not an insurance company.

  We show that you did not accept ********************* at the time of rental.

  Please reach out to your insurance company regarding compensation for the trailer.

  Also file a police report as it pertains to the trailer.

  He spoke with his District Manager ******* on April 3, 2025, she explained to him that video footage was reviewed back in December, and nothing was found on camera.

  If there is anything that Public Storage can assist with your investigation, please have the ***************** reach out to your District Manager ******* @ *************

  We are sorry that you have experienced a loss but, as explained above, Public Storage must decline to assume liability for your trailer.

  We consider this BBB complaint closed. 

• Initial Complaint

  Date:04/01/2025

  Type:Order 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.

  Public storage illegally sold my unit. I had till the 30 the of march to pay by a 11 a.m. I paid online with my credit card the full amount on 29 th.they said I paid on the 30th at 3 oclock then they said I only paid 500 dollars they changed the amount i paid and stole my money. I am so upset ! I have the bank statement to back it up.What kind of company is this?! All my stuff is gone my storage space that I paid for is gone my daughter won't talk to me because her very sentimental and important things are gone the manager of my storage did this! she doesn't like me she was mad we told corporate that she harrasses us she has raised her voice to me and hung up on me before I know she did this on purpose. Its not the first time either how can they change the amount I paid I'm still waiting for a phone call from the district manager I want her fired! You can't treat people like this! I want her put in jail for tampering with my payment! Where is my money and where is my stuff and they stole my space too that I paid for this is unbelievable

  Business Response

  Date: 04/07/2025

  Ms. ***** *****,

  The information you provide on the BBB complaint does not match any information in our database.
  
  Please provide the account number, phone number or e-mail address you used at the time of rental.  
  
  The contract is between the Owner and Occupant: Please have the tenant contact Public Storage regarding their account.
  
  The person(s) listed as Authorized Access Persons are solely agents of the Occupants and are not parties of the Lease/Rental Agreement, has no rights of tenancy or standing to bring any claims, or to file suit from occurrences arising from the use of the storage space.

   

• Initial Complaint

  Date:03/31/2025

  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.

  I have been asking for assistance regarding my unit being entered w out my consent. I have reached out in numerous ways to not only customer service but their corporate offices as well where I spoke to a man named Reggae.Based on stalking and harassment I sold my home. I downsized everything to fit in this bay . I was forced to use a lock provided to me by the storage facility public storage.Inside the unit I rent was my mothers ashes and grandmothers ashes. Sometime last year I believe around July I was at the unit and realized someone entered the unit and things came up missing my moms ashes were obviously gone moved outa the ground location I had them sit to avoid anything happening to them. I also cant locate a card of my grandmothers w her social security number on it . The sheriff was called again because no one at corporate or customer service can seem to tell me anything and my online accounts have been compromised because they say I owe 0$ and I owe them 256 a month now which its 55$ more than usual. The officer was refused access to the bay because the staff wanted a late fee of 28$ so the police can not do their job based on public storage policies and procedures. The were not kind or knowledgeable when calling customer service re app issues including balance owed and they demand $ before explaining how my mothers ashes are missing and grandmother as well . There is no code lock I put on there its only a round lock and the police told me that lock has been Changed w out my permission. All their support is located off shores and cant understand English or what a websites Vs app technical support is . I am filing a civil complaint AGAIN because women have no rights in this country not even after death ! These are human remains see Police number below .

  Business Response

  Date: 04/10/2025

  Ms. ****** ******,

  We are replying to the complaint filed with your office by ****** ******, regarding items stolen from her unit.

  We are sorry to hear that your items are missing.

  After reviewing her account, we confirmed that you accepted *********************.

  Insurance: Release of Liability: All personal property is stored by the Occupant at the Occupants sole risk. Insurance is ********* sole responsible. ******** understands that Owner will not insure occupants personal property. And in Section 7, Limitation of Owners Liability: Owner and Owners Agents will have no responsibility to occupant or to any other person for any loss, liability, claim, expense, damage to property or injury to persons (loss) from any cause. Public Storage is not an insurance company.

  You spoke with her District Manager ***** on April 7, 2025, regarding the missing items. There was no evidence of the unit being tampered with; all locks were still secure on the space.

  On March 27, 2025, a deputy shows up on the site, he was advised that he could not enter the unit without a warranty. He was advising that the tenant can grant access but would need to have a zero balance at which time she would get the unlock codes to open her unit.

  Please continue to work with ********************* and your local ***************** regarding the missing items.

  If there is anything that Public Storage can assist with your investigation, please have the ***************** reach out to your District Manager ****** @************.   

  We are sorry that you experienced a loss as explained above, Public Storage must decline to assume liability for your stolen items.

  We consider this BBB complaint closed. 

   

  
  

• Initial Complaint

  Date:03/29/2025

  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 name is ****** *****.I rented a unit at Public Storage. ********************************************** I recently moved and removed my things out of storage. Every thing was molded and had water damage due to a hole in the roof of the storage. I left a review detailing my experience about the damages. A week or so later the district manager reached out to me. I told him what happened and explained I was upset my things were damaged and that my last rent payment wasnt pro rated due to me not keeping it the full month. He agreed to give me my $189 back for that month. He asked would I go back and edit my review and give ********* a 5 star cause she depends on those 5star ratings. I said I would do another review detailing my outcome after my claim with their insurance was over. ********* called and I explained to her the same thing I would do another review after my claim was done. She asked if I would just update the first claim. I have not updated anything as I said. I get a email on Friday March 29 from a collection company trying to get payment for $189. The storage unit was in my boyfriend name **** ****** because he was the one that went online and booked it. But after we broke up I never changed the name because I didnt know I would be dealing with anything like this. So they used his number not mine but didnt know I would still get the email because he has nothing to do with the storage other than booking it when I first got the unit. But they trying to collect the money back from him now because I wont go back and leave a 5 Star review.

  Business Response

  Date: 04/01/2025

  Ms. ****** *****,  we are not able to bring up an current account in your name.
  The phone number and e-mail address brings up another name on this account and the name on the BBB complaint is not listed as an authorized user.
  
  Please provide your account number, phone number, property location and your e-mail address at the time of rental.
  
  If you are not the tenant of record please see the information below that is stipulated in the contract that the customer signed.

  Please see below.

  
  Have the tenant of record give us a call as it pertains to his account.
  
  The contract is between the Owner and Occupant:
  The person(s) listed as Authorized Access Persons are solely agents of the Occupants and are not parties of the Lease/Rental Agreement, has no rights of tenancy or standing to bring any claims, or to file suit from occurrences arising from the use of the storage space.

  
  

• Initial Complaint

  Date:03/28/2025

  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.

  Our storage unit was with *********** and we were with then for two years. ****** sold the storage site to Public Storage about three months ago. I am up to date with my payments and own them no money. Each month for the last two months I have received calls from them demanded to know if I was moving out by the end on the month because they said that Autopay was not set up. Each month I have had to got to the site and show them that Autopay is set up and that I owe no money. Their calls are very threatening and feel that I may loose my items that are in storage. This does not feel like a legitimate business and I feel threatened by them. What should I do?

  Business Response

  Date: 04/01/2025

  Mr. and Ms. ********* we apologize for any inconvenience that this may have caused.

  We currently see that you have turned Auto Pay on.

  Auto Payment activities;

  March 4, 2025, you turned on the Auto via website.
  On March 6, 2025, we tried to make the payment, but the bank could not process the transaction and auto pay was switched off automatically.
  On March 6, 2025, we show you turning it off, and back on again.
  On March 27, 2025, it was turned off again by the user and back on again on March 28, 2025.
  If you have any more questions, please reach out to your Property Manager so we can show you your activities on the website as it pertains to turning the auto pay off and on.
  We consider this BBB complaint closed.
  

  
  

• Initial Complaint

  Date:03/28/2025

  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.

  NO ACCESS, NO MGR. ON PROPERTY DURING BUSINESS HOURS. IMPOSSIBLE TO CONTACT ANY IN PERSON. TOTALLY UNACCEPTABLE. I AM REQUESTING A REFUND OF MY APR. RENT SO I CAN GET THE **** AWAY FROM THIS BUSINESS.

  Business Response

  Date: 04/02/2025

  Mr. **** ********,
  

  I hope this e-mail finds you well.
  

  Thank you for taking the time to speak with me earlier. I understand that you were frustrated, and I appreciate your apology. I wanted to follow up on our conversation.
  

  You mention that you plan to move in May. Please reach out to your Property Manger regarding move out arrangements

  I understand you requested free rent for April in your BBB complaint.
  

  If you need any additional information, please give me a call **** at ************.
  

  We consider this BBB complaint closed. 

  
  

• Initial Complaint

  Date:03/27/2025

  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.

  Hi Im trying to find out what is my status. I called on 3/21/2025 to file a claim on the unit I was renting #****. I had to go and get me another H313632363135****3033H company and move all of my stuff out because the insulation in the unit was falling out and thats why all my stuff was full of mold and mildew. I lost a lot of stuff. But thats not the problem I have not had anyone to reach out to me. So could you please have someone contact me please.

  Business Response

  Date: 04/08/2025

  Ms. ****** *******,

  We are sorry to hear about the damage to your items.

  Upon reviewing your account, we see that you accepted ********************** At the time of rental, you signed a Rental Agreement which included the following sections:

  
  "All personal property is stored by the Occupant at the Occupants sole risk. Insurance is the Occupants sole responsibility. The Occupant understands that the Owner will not insure the occupants personal property."
  "Owner and Owners Agents will have no responsibility to the occupant or any other person for any loss, liability, claim, expense,damage to property, or injury to persons (loss) from any cause."
  Please note that Public Storage is not an insurance company.

  You spoke with your District Manager, *******, yesterday regarding your concerns. She felt that the Property Manager was not communicating effectively and was ignoring her calls. ******* assured her that he would follow up on this matter to improve communication.

  We also confirmed her of  information needed to file an insurance claim. I advised her to reach out to me if she needs any help with filing the claim.

  I apologize for the inconvenience caused by the lack of returned calls.

  Please continue to work with your insurance company regarding the damage to your items.

• Initial Complaint

  Date:03/24/2025

  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.

  On 02/01/2025 I moved out of my storage unit and paid a payment of an extra $ ***** to them because I was not out until 5:10 PM So for that extra day I paid that $***** Then I sent an email telling them I was out of my unit and I also called them and left a message saying I moved out. I just received a letter saying that ********************* is trying to collect $ ****** for the payment as of 02/04/2025 for the storage unit I was not in as of the 02/01/2025. I called them and they said they can see that they are in the wrong but cant do anything about it now.

  Business Response

  Date: 03/31/2025

  Ms. ******** ********, we apologize for any inconvenience that this may have caused you regarding the balance due for the month of February.

  Your rental agreement is month- to- month this provides flexibility for our customers based on their personal circumstances or situations.
  

  Unfortunately, Public Storage does not prorate out. You are on a month-to-month rental. This gives you the opportunity to use the full month that you have paid for and allows you to vacate on any day you choose before the next month. To vacate is to remove all items including the lock and check out with the Property Manager at which time he/she will go out to the unit to confirm that it is empty and put a Public Storage lock on the unit. If for some reason you do not vacate the unit on or before the last day of rental during business hours, you will owe the full months rent for the month you terminate. Once you enter into the next month for one day the full rent is due. (See below)

  Which is stipulated in the Rental Agreement that you signed and agreed to.

  As a **************** Gesture, we have waived the balance owing and you have a zero balance. Collection from ********************* was stopped.

  BBB, we consider this complaint closed.
  

  Customer Answer

  Date: 04/01/2025

   
  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,
  
  ******** ********

  However if I could get a statement from them saying it was closed out  that would be great.

• Initial Complaint

  Date:03/24/2025

  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.

  I am writing to formally lodge a complaint regarding an issue I encountered with my bill and the unprofessional conduct of one of your employees, ID #**********.I recently attempted to resolve a billing issue and sought assistance from this employee. However, she was extremely disrespectful and unwilling to help. Her dismissive attitude made it unnecessarily difficult for me to get the necessary information and complete my payment.Furthermore, according to Public Storages listed hours, the office should be open from 9:00 AM to 6:00 PM. However, when I arrived at the office at 11:30 AM, the employee was not there. I visited multiple times throughout the day and also called several times, but no one was available to assist me. There was no note on the door explaining her absence, and the building was locked.Additionally, I had informed this employee that I was coming to pay my bill, yet she still chose to leave instead of staying to assist me. When I finally arrived to make my payment, she was already gone for the day, which created a major inconvenienceespecially since I am in the process of moving ******** make matters worse, there is a bolt lock on my storage unit, and without her presence, I am unable to access my belongings even after making the payment. This situation has caused me undue stress and disruption during an already hectic moving process.I expect Public Storage to take this matter seriously and provide a resolution immediately. At the very least, I request that the bolt lock be removed as soon as my payment is processed so I can access my unit without further delay. Additionally, I urge management to address the employees unprofessionalism, failure to stay during business hours despite knowing I was coming, and lack of communication regarding her absence to prevent future incidents for other customers.I look forward to your prompt response and a resolution to this issue. Please contact me at your earliest convenience.

  Business Response

  Date: 03/26/2025

  Ms. ****** ********, spoke with her District Manager **, this morning regarding the overlock.

  Our Property Manager was able to remove the lock. and she was satisfied.
  We consider this BBB complaint closed.