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

  1000 W Patapsco Ave Baltimore, MD 21230-3436

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  Public Storage

  10328 S Dolfield Rd Owings Mills, MD 21117-3510

• 

  Public Storage

  1415 Russell St Baltimore, MD 21230-2031

• 

  Public Storage

  1712 West St Annapolis, MD 21401-3247

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:05/04/2022

  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.

  May 4, 2022 (9:53am) To Whom It May Concern, My name is ***** *******. I've been with a loyal customer of Public Storage for 12 years (started in February of 2010). I've always paid my account on time, until last month. My storage unit bill has gone from $23 to $26, $26 to $30, $30 to $33, $33 to $38, $38 to $43, $43 to $49, $49 to $56, $56 to $63, $63 to $71, $71 to $78, $78 to $85, $85 to $105 I've called the property location *************, no answers, all of the calls go to voicemail. I've left several messages. I called the customer service number for Public Storage ************** I've asked to speak with a supervisor, those calls are sent to a voicemail, and no one returned my calls. I've sent emails and I've used the chat online feature, but the calls aren't returned. Last month the bill increased by 23%. I can see a few dollars increase, but 23% from one month to the next. I can't afford it. A new customer coming in is only expected to pay $68 per month for the same unit (5 X 5) and I'm being charged almost double that amount and I've been with Public Storage (at this same location) 12 years. Please help. ***********************************

  Business Response

  Date: 05/15/2022

  Consumer Response /* (-5, 5, 2022/05/11) */ May 4, 2022 (11:19am) BBB Complaint # ******* Account # ******** ***** ******* Storage Unit # **** Dear Better Business Bureau, I've called the property location, this telephone number ************* is listed on my account for the property, when I log into my Public Storage account. I have left several messages. Today, I called the Public Storage (We Care) Department (***)-********. I spoke with Angela, she stated the telephone number (***)******** isn't the property location telephone number, even though it's listed on my account with the property's address. Please see a screenshot of my account and it gives the telephone number (***)******** with the property address. No one answers that telephone number, I've left several messages. I called Public Storage customer service and asked to speak with a supervisor or asked for the District Manager of that location (Dearborn, Michigan) to call me regarding my account. No one has called. In 2010, you had to have a driver license to open a Public Storage account. I gave the location my driver's license and a copy was made. No one at the property put my driver's license in the system. Meaning, customer service refused to help me because they couldn't verify my ID. I called the property and left another message, no return call. I called customer service again, and asked for a supervisor. All supervisor requests are sent to a voicemail and no one calls you back. I've been with Public Storage at this location for 12 years, I've never needed anything. But the one time I attempted to contact them, there was no response. I called the call center for help. Zero help, because supervisor requests are sent to a no response voicemail. This has been a horrible experience and has left a bad feeling with dealing with Public Storage. In one month, my rate went from $85 to $105. The 23% rate increase is completely unreasonable, when new customers are coming in paying almost half that amount. (Please see attached document). I guess 12 years of being a loyal customer with Public Storage means nothing. Please help. Thanks. ***** *******-********************** Business Response /* (1000, 6, 2022/05/15) */ ***** ******* BBB#******* PS#******** BBB complaint filed on behalf of ***** ******* regarding her Rent Increase. Your rental agreement is month- to- month instead of a lease. This provides flexibility for our customers based on their personal circumstances or situations. Please refer to the Term and Rent of your contract with Public Storage; the monthly rent, amounts and type of other fees and/or Charges, as well as any other term of this Lease/Rental Agreement, may be adjusted by Owner effective the month following written notice by Owner to Occupant specifying the adjustment, which such notice shall be given not less than thirty (30) days prior to the first day on which the adjustment shall be effective. Any such adjustment shall not otherwise affect other terms of this Lease/Rental Agreement and all other terms of this Lease/Rental Agreement shall remain in full force and effect. If price is an issue, we can always revisit what you're currently storing to see if we can find another less expensive storage unit that meets your needs. To do so, please contact your Property Manager who would be happy to help you. After reviewing your account, we were able to make a rent rate adjustment to your rental rate for six months only. The total amount of your new rent rate will be $84.00 effective June 1, 2022. For six months only June, July August September October and November. Please mark your calendar that on December 1, 2022 your rent will increase back to $105.00 without any further notice. No other adjustment will be made on this account as it pertains to the rent rate. BBB we ask that you please close this claim based on our final assessment. Consumer Response /* (3000, 8, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) May 16, 2022 It's disheartening that I've been with Public Storage for over 12 years and I had to write to the CEO of Public Storage and file a complaint with the Better Business Bureau to receive some type of fairness. I highly recommend others to file a complaint with the Better Business Bureau and with their state Attorney General's Office, because more eyes need to be on Public Storage business practices and how customer's complaints are being handled. Please note, the Public Storage (We Care) Department telephone number for a supervisor is (***)********. Customers with complaints need this telephone number to reach a real person. BBB, please publish this response for people to read and for them to make an informed decision. Thanks. ******** Business Response /* (4000, 15, 2022/05/31) */ I have called the customer and left her a message. I am not sure what number she was given for me. My name is ***** ******** and I am the district manager for Public Storage in the area where the customer filed her complaint. I can be reach at ************. I will be more happy to help with any concerns for her.

• Initial Complaint

  Date:05/04/2022

  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.

  End of October 2021 I went online with Public Storage to order a unit. The total came to $209. Within 45 min of making the order I had to cancel. I was refunded that whole total amount. The manager cancelled everything. So I thought. She never cancelled everything because 4 days Later $171 was taken out of my account without permission. Like I said I cancelled everything to do with the company so how do they take money out of my account for no unit? What was the $171 for that they stole put of my account? I've called 15 or more times since November and I have been hung up on 7 out of 10 times. The other times I've been told to wait 72 hours for a call back. Nobody calls me back. It is now May 2023. I don't understand why the manager treats me so evil for simply asking for the $171 they stole out my account! I want that manager fired! I will go out my way to get her fired!

  Business Response

  Date: 05/31/2022

  Business Response /* (1000, 5, 2022/05/16) */ Ms. ****** **** we apologize for any inconvenience, that this matter may have caused. Our District Manager ********* spoke with you regarding your refund of $171.00 being refunded back to your charge card today. Please give it 2 days and you should see the refund back to card. BBB we ask that you please close this claim based on our final assessment.

• Initial Complaint

  Date:05/03/2022

  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 04/26/2022 I signed an online rental agreement scheduled to begin on 05/01/2022 for Public Storage, of a unit listed as 5'x4'. The agreement included a link to allow individuals to view approximate examples of unit spaces, along with the notice that online renters would be allowed to view the unit on the day of rental and cancel with no penalties if the unit did not meet space expectations. I have both the rental agreement as well as photos of the online link images. On 04/26/2022 I was charged the full amount of the rental, a key charge, and an "administrative fee" charge to my credit card. On 05/01/2022 I arrived at the Public Storage on Rosecrans Avenue only to discover that the unit was not as described. The unit is not a floor unit at all, it's stationed ABOVE another full floor unit (stacked) and may only be accessed after climbing a ladder. At no point was this indicated in the rental or on the link online by Public Storage. The manager at the site refunded my unit charge, and the key charge but refused/unable to refund the "administrative fee". I spoke with Public Storage's (********) customer service but she was also unable to refund the charge. This is completely unacceptable and a complete "bait and switch" operation. No one should be charged ANY amount if they cannot access the space that was rented. If someone was physically limited they would not be able to get up to the space. Further climbing a ladder, while carrying heavy boxes to a storage unit could potentially pose opportunities for injury. To be charged without goods/services is false advertising and a poor practice for a business.

  Business Response

  Date: 05/27/2022

  Business Response /* (1000, 8, 2022/05/22) */ We are responding to a complaint from ********** regarding a refund of her Administrative Fee of $29.00. ******* please refer back to your contract first page under Fees and Charges: One Time Administrative Fee $29.00 (non-refundable). A refund in the amount of $47. 37 Prepaid Rent was refund back to her card on May 4, 2022. No more concessions or accommodations will be made on this account. We ask that you please close this claim based on our final assessment. Consumer Response /* (3000, 10, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. Approximately early May I received a call from an individual indicating that they were a part of Public Storage Executive Customer Service team (or some similar department). This individual acknowledged the misleading information on their website, as well as acknowledging that a ladder would have been required to access the unit. This is a classic bait and switch where the company offers a service, requires the customers to "lock-in" their service and then offers a sub-par item. In fact based off of this entire experience I am considering suing them. Business Response /* (4000, 12, 2022/05/26) */ BBB, Our position remains the same. One Time Administrative Fee $29.00 (non-refundable).

• Initial Complaint

  Date:05/03/2022

  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.

  After you spend a lot of money moving the items into storage, they performed a Bait & Switch. In just 3 months in April 2021, they increased the rent from $173.84 to $198.22, a 14% increase. Then just 12 months later in April 2022, they increased the rent another 37% to $272.42. So, in less than 16 months they increased the rent 57%. They can abuse the customer because of the difficulty and expense of moving to another Storage Location. This is unethical, abusive and they need to be held accountable so they cannot abuse other customers.

  Business Response

  Date: 05/26/2022

  Business Response /* (1000, 5, 2022/05/15) */ ******* ********** BBB#******* PS#******** We apologize for any inconvenience that Mr. ******* ********** may have incurred regarding his Rent Increase. Public Storage strives to provide you the best value in self-storage, and we believe our rates are still competitively priced. We understand an increase in rent is never a welcome event and apologize for any inconvenience this may have caused. Please refer to Terms and Rent on your contract. (See below) The monthly Rent, amounts and type of other Fees and/or Charges, as well as any other term of this Lease Rental Agreement, may be adjusted by Owner effective the month following written notice by Owner to Occupant specifying the adjustment, which such notice shall be given not less than thirty (30) days prior to the first day on which the adjustment shall be effective. Any such adjustment shall not otherwise affect other terms of this Lease Rental Agreement and all other terms of this Lease/Rental Agreement shall remain in full force and effect. This is all stipulated in the Rental agreement which the consumer signed. BBB, Mr. ********** transferred from a smaller units 10x15 to a larger unit, which is a 10x20, a rent increase letter that was send to him successfully on March 30, 2022 to an e-mail address ****************************** which is different than the one on his BBB complaint. Advising him of the rent increase of $257.00 plus Rent Tax $15.42 in the amount of $272.42 which would take place on May 1, 2022. As of right now Mr. ********** owes $125.60 because he did not pay the full of $257.00 he also owes a late fee of $51.40, due immediately. BBB, Mr. ********** has reached out to the District Manager Devon regarding making an adjustment to his rent. At this time no rent rate adjustment has been made. Mr. ********** if price is still an issue, we can always revisit what he is currently storing to see if we can find another less expensive storage unit that meets his needs. To do so, please contact your Property Manager who would be happy to help you. As a valued Public Storage customer we appreciate your business and look forward to continuing to meet your storage needs. BBB we ask that you please close this claim based on our final assessment. Consumer Response /* (3000, 7, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never voluntarily transferred from a smaller 10x15 unit to a larger unit, which is a 10x20 unit. I signed up for the 10x15 however I could not move in during the 1st month because the light bulb was defective, and I could not see inside the unit at night when I was trying to move in. They told me they were going to replace the bulb so I could move in. After two weeks they told me there was an electrical problem in the storage unit and the light could not be turned on. So, they moved me into the10x20 unit because the light worked in that unit, and they told me they would charge me the same rate for the slightly larger unit and apologized that I could not use the 10x15 unit during the 1st month. The above proves they are not telling the truth when they said I moved into a larger more expensive unit. When I called about the 1st increase of 14% after 3 months in the unit, they said it was a normal rate increase. Now they most recently increased the rent another 37% for a total of 57% increase in less than 16 months. To show how dishonest they are, while the district manager was looking into this problem, they assessed me a late fee because I paid the month's rent without the incremental 37% increase. Like I said in the first complaint they performed a Bait & Switch, knowing that after I spend all the money to move the items into the unit, it would be expensive to move the items into a competitors' storage unit. So, they lied about the rate and abusively increased the rate 14% after 3 months and then 37% in less than a year later for total of 57% increase, and now they are saying I moved into a larger unit causing the rate increase. They never used that excuse when I called about the 14% increase after 3 months. They never told you I could not use the original 10x15 unit because of no lighting in the unit so I could not see anything at the various nights when I was to move into unit. The 57% increase is abusive, and they are guilty of a pure Bait & Switch game. Business Response /* (4000, 9, 2022/05/26) */ Mr. ******* **********, Several adjustments have been made to your account since 5/16. The late fee of $51.40 was waived as customer service gesture. After further review our District Manager Devon was able to make a Rent Rate Adjustment, monthly rent will be $212.00 plus tax $12.72 total monthly payment will be $224.72. BBB we ask that you please close this claim based on our final assessment.

• Initial Complaint

  Date:05/03/2022

  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.

  This is business is increasing my monthly payment for a storage from $27 monthly to $73 monthly.They are increasing my monthly payment 270%.

  Business Response

  Date: 06/01/2022

  Business Response /* (1000, 5, 2022/05/17) */ ****** ******** BBB#******* PS#******** We are responding to the BBB complaint for ****** ******** regarding her Rental Increase. We apologize for any inconvenience that Ms. ******** may have incurred regarding this issue. Public Storage strives to provide you the best value in self-storage, and we believe our rates are still competitively priced. We understand an increase in rent is never a welcome event and apologize for any inconvenience this may have caused. If price is an issue, we can always revisit what you're currently storing to see if we can find another less expensive storage unit that meets your needs. To do so, please contact your Property Manager who would be happy to help you. At this time we are not able to make any adjustments in your monthly rent rate. The total amount of your new rent rate as of June 1, 2022 will be $73.00. This is all stipulated in the Rental Agreement which the consumer signed. We regret that we are unable to comply with the customer's request, or make any further accommodations in this situation. BBB we ask that you please close this claim based on our final assessment.

• Initial Complaint

  Date:05/02/2022

  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.

  Charged a cleaning fee for 2 separate units that were completely empty and clean after I moved out of them.

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 8, 2022/05/26) */ Mr. *********, Please refer to Public Storage Rental Agreement. Please refer to paragraph five: USE OF PREMISES AND PROPERTY AND COMPLIANCE WITH LAW. Upon terminating the unit all items, belonging to the tenant must be moved and unit returned in the same condition as delivered to the occupant. Legitimate charge. Resolution: You are responsible for the items, left behind. Total due immediately $109.00. If you have any more question please reach out to your District Manager *****@************ ext.: **** BBB we ask that you please close this claim based on our final assessment.

• Initial Complaint

  Date:05/02/2022

  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.

  Unit*****/ ACCOUNT NUMBER: *******4Public Storage owes me a refund (in the amount of $210) for 3 months of unnecessary rent paid for Unit***** located at `**********************************. I was ready to move out and contacted Public Storage management in December 2021 requesting lock-cut due to loss of keys. I was told by PS management including WeCare and public storage locksmith that I should not hire a locksmith to cut the lock due to liability issues; that instead I should meet with regional manager who would call me for appointment to cut. Regional Manager failed to call and/or return my calls for three months. Eventually I found my key and moved out March 31, 2022. I could have been out in December 2021. I attempted to discuss refund with district manager however; she dismissed my concerns....It is unethical and reasonable that PS representatives cautioned against hiring my own locksmith but then failed to contact me and return my calls about meeting. These delays gained PS an additional three months at my expense.....I request my money back. Despite multiple calls to WeCare including asking to escalate, company representatives have repeatedly failed to make contact and/or address the issue. I attempted to escalate beyond customer service, to executive offices (since both district manager and regional manager fails are involved here). Unfortunately, there is a loop where executive support calls back (they do not give the courtesy of scheduling a callback) and upon getting my voicemail, they leave no name and simply refer you back to general customer service. I have been through this loop several times. I refuse to continue this way. I request a refund of $210.00.

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 8, 2022/05/26) */ **************** we apologize for any inconvenience, that this matter may have caused. As a customer service gesture we are able to issue you a credit of $72.00 toward your monthly rent. ********* lock cut is offered by our District Managers based on their schedule and availability. They are the only ones who cut the locks, at our locations. The only other option was to hire a Locksmith at your expensive to cut your lock. If you have any more questions please reach out your District Manager ******* @************. BBB we ask that you please close this claim based on our final assessment. Business Response /* (-10, 9, 2022/05/26) */ Sorry ********* for the error in the dollar amount it is $85.00 Consumer Response /* (3000, 11, 2022/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the district manager Ms. ******* for responding; however, I will not be able to accept her offer of $85.00 credit. I paid hard earned cash for Unit **** for three months longer than necessary because Public Storage employees provided (apparent) misinformation about liability while cautioning me not to hire a locksmith. I wish to have cash returned to me as part of the settlement. In the interest of moving forward, I am willing to accept an $85.00 cash refund along with a credit of $72.00 to pay the final month (June 2022) on my remaining storage Unit ****. This would mean a total credit/refund to me of $157.00 which represents a concession of $53.00 from the original $210.00 reimbursement the company actually owes. Given that I acted with diligence to make arrangements to have the lock cut based upon liability information and cautioning against hiring an outside locksmith by Public Storage employees, the final three months that I paid were ill-gotten gain/profit to Public Storage to my deteriment. To recount, the Public Storage regional manager failed to contact me over several months despite my calls and voice messages to the company locksmith who originally referred me to the regional manager; while other public storage employees (including a WeCare representative on a phone line which I believe was recorded), cautioned me not to hire a locksmith because of a liability issue. In order for her to credit $72.00 for Unit **** to cover my final month of payment, June 2022, district Manager Ms. ******* must act promptly to stop the local Public Storage manager from cashing my check which has already been received from my bank. I plan to move out of **** the end of the month of June 2022 and therefore no further credit-only solution is workable. In my phone conversation with district manager Ms. *******, I learned that she had been on-leave/ out- of-the-office during the time that this unfolded. It appears the district manager who gave me the brush-off was filling-in for her, and not Ms. ******* herself. Notably, the brush-off added another layer of delay and customer dissatisfaction. I should not be penalized financially for Public Storage employees' inefficiency, misinformation and non-responsiveness. I plan to reach out to district manager Ms. ******* by phone since prompt action is needed to stop the local Public Storage manager from cashing the check already received from my bank for the June 2022 final payment for Unit ****. Intercepting my final check payment for Unit **** is necessary to pave the way for this compromise/counter-offer of a credit & refund totaling $157.00 ($85.00 cash refund along with a credit of $72.00 to pay the final month for Unit **** of June 2022) which represents a concession of $53.00 from the original $210.00 reimbursement the company actually owes. I look forward to a response. Thank you. ************. Business Response /* (4000, 13, 2022/06/03) */ BBB, Our position remains the same. ********* spoke with her District Manager ******* on yesterday and the offer of $85.00 was our best and final offer.