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Business Profile

Storage Units

U STOR Self Storage

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for U STOR Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see

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U STOR Self Storage has 147 locations, listed below.

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 with this company for over 10 years. The service has went downhill since. Not only have I requested someone from the local management team to reach out to me but I've also requested someone from corporate to call me and they have yet to do so. All I get is excuses and late fees. This is not a new issue. I've made the same request over a dozen of times and no one can seem to help resolve this billing issue. The staff has been unprofessional and have lied to me several times. The so called website only provide locations but no real assistance. They advertise that they have the web pay option that doesn't work. I have been lied to so many times about when it would be fixed and yet it is not.

      Business Response

      Date: 06/29/2022

      Thank you for reaching out.  We always strive to give excellent customer service.  I am sorry you had some difficulty.  I have spoken with my District Manager in ******* and she said she spoke with you and resolved your issue.  If anything else comes up, please feel free to email me directly at u-***************** and I will be sure to personally assist you.

       

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

      President

      Customer Answer

      Date: 07/01/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


      Regards,

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

    • Initial Complaint

      Date:06/21/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 called to inquire about a 5x10 unit. Which is what I currently rent elsewhere. The price is going up so I was looking to find a cheaper storage unit. Telling the guy the size unit I was looking for I assumed it was the same as to what I had. It wasn't and I was shown the unit after I signed the paperwork. I was told the unit is a 5x10. I said it's definitely not the size of my current unit. I tried to call him back once I got to my original unit did the measurements and just looking at my unit it was definitely not the same size. He told me he would see if he could get me money back thru corporate due to the size of my existing unit doesn't measure to their unit. So he advised me that I wasn't getting my money back. I felt that wasn't acceptable because my unit has a bigger door and their door is smaller just as the size of the storage unit itself. So I should get my money back regardless. There isn't a number or address to contact the corporate office on any of the paperwork. I'm requesting a billing adjustment back to my debit card.

      Business Response

      Date: 07/06/2022

      Thank you for reaching out.  Our policy is to always show the unit before finalizing the rental.  I apologize this did not occur and that you were unhappy with the size.  We would be happy to issue you a refund.  Someone will reach out shortly to make sure ********** to the correct address.

       

       

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

      Customer Answer

      Date: 07/07/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


      Regards,

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

    U STOR Self Storage is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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