Complaints

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

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  Storage Rentals of America

  2751 S Dixie Hwy Ste 450 West Palm Beach, FL 33405-1233

• 

  Storage Rentals of America

  52292 Co Rd 9 Elkhart, IN 46514

• 

  Storage Rentals of America

  53070 State Rd 13 Middlebury, IN 46540

• 

  Storage Rentals of America

  805 S. 575 West Hebron, IN 46341

• 

  Storage Rentals of America

  818 Bloomingdale Dr Bristol, IN 46507

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:05/16/2025

  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.

  Hi, the company that I filed the complaint against contacted me Friday and the refund that was requested has processed as of today. Can you please close this complaint?

• Initial Complaint

  Date:04/29/2025

  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.

  My unit was missing the padlock and items were broken and missing including a PS5 a laptop computer and several other items as well as things were tipped over stepped on crushed and ripped open

  Business Response

  Date: 05/01/2025

  Ms. *****,

  Thank you for bringing your concerns to our attention. We take reports of missing or damaged items very seriously and appreciate the opportunity to respond.

  After a thorough review of the situation, our District Manager and Property Manager have attempted to contact you via voicemail and email to further discuss your concerns, but we have not yet received a response.

  Upon reviewing our security footage from the time of your move-in on April 22 through the date of your complaint, we observed no activity in or around your storage unit aside from yourself and your associates. Additionally, we noted that items were left outside of your unit during move-in, and our Property Manager had to request they be removed. Its also important to note that our records indicate the facility gate was accessed after hours on two separate occasions.

  At this time, we have no evidence of unauthorized entry into your unit or any tampering by anyone outside of your party. If you have any additional information or documentation that can assist us in our investigation, we welcome the opportunity to review it with you directly.

  We are committed to providing a secure and positive experience for all our tenants, and we sincerely hope to resolve this matter in a cooperative and transparent manner. Please feel free to contact our District Manager at your earliest convenience so we may continue this conversation.

  Sincerely,

  The SROA Team

• Initial Complaint

  Date:04/28/2025

  Type:Order 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.

   
  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,
  
  ******* *******

  Business Response

  Date: 04/30/2025

  Mr. *******,

  Thank you for bringing your concerns to our attention.

  We understand your frustration regarding the recent rent adjustment on your storage unit. As outlined in the rental agreement signed at move-in, Storage Rentals of America may adjust rental rates with proper notice. The notice you received reflects a standard rate change and complies with both our rental policy and state regulations.

  That said, we value you as a customer and are committed to working with you. Our District Manager has made multiple attempts to reach you by phone and email to discuss your concerns and explore possible solutions, but unfortunately, we have not yet received a response. We sincerely hope to connect with you soon to help resolve this matter in a constructive way.

  We take the safety of our team seriously and kindly ask that all future communication remain respectful so we may continue assisting you.

  If you are open to a conversation, we encourage you to contact our District Manager directly at your earliest convenience. We truly hope to come to a positive resolution.

  Sincerely,

  The SROA Team

• Initial Complaint

  Date:04/07/2025

  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.

   
  Complaint: 23170855
  
  I am rejecting this response because

  they still have not provided the original lease and told me they do not have access to it and instead sent me a lease with a date of April 2025 and the new rate that I did not agree to without my dated signature wanting me to accept that as my lease. They also verbally told me on the phone after filing this complaint that they increase rates every 6 months however that is nowhere in the lease in writing. Also my rate was raised more than twice in less than 12 months this in contrary to what they told me on the phone. Their solution was to give me a $40 credit for one month and a $20 credit there after but did not state for how long and did not send this in writing so they can change this at anytime. 
  
  Sincerely,
  
  ***** Street

  Business Response

  Date: 04/15/2025

  Dear *****,

  Thank you for taking the time to share your concerns. We understand how frustrating rent increases can be, especially when they come as an unexpected burden.

  Were glad that our District Manager was able to connect with you directly to discuss your concerns and offer a resolution. As noted, were happy to have reduced the most recent rent increase by half and applied that same amount as a credit toward your April rent. We also appreciate your feedback about the perceived frequency of the increases and hope that the review of your payment history helped provide some clarity.

  We value you as a tenant and thank you for your service. If there is anything further, we can do to support you, please dont hesitate to reach out.

  Sincerely,

  The SROA Team

  Business Response

  Date: 04/25/2025

  Ms. Street,

  Thank you for your continued patience as we work to address your concerns.

  We sincerely apologize for any confusion regarding your lease and rate adjustments. The property in question was part of an acquisition, and unfortunately, we do not have access to the original lease documentation from the previous ownership. We understand how frustrating this can be and regret any inconvenience this has caused.

  As our Regional Manager discussed with you, Storage Rentals of America operates on a month-to-month rental basis, which does allow for periodic rate adjustments based on industry pricing trends and market conditions. We acknowledge your concerns about the frequency and transparency of these adjustments and have taken your feedback seriously.

  To offer some resolution, a credit has been applied to your account to provide time and flexibility as you evaluate whether this location continues to meet your storage needs. While we are unable to guarantee rates for a fixed duration, our goal is always to provide fair and competitive pricing while maintaining quality service.

  We value your business and appreciate the opportunity to address your concerns. If you have further questions or need additional assistance, please do not hesitate to contact our team directly.

  Sincerely,

  The ******************start="1391" data-end="1394">

• Initial Complaint

  Date:04/03/2025

  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.

   
  Complaint: 23158650
  
  I am rejecting this response because:I did receive the refund 3 days after the initial contact from the BBB. As for the $14 charge a month I contacted support through the online chat and was told to contact you guys and I can have it removed. Id like that removed now from my monthly charges.
  
  Sincerely,
  
  ****** *******t my full refund for the 117A that should have been canceled immediately and refunded. I want the $14 removed from my current unit 122A. This is a nightmare and making me regret everything. Also why is it so hard to ever get ahold of the manager in ************. I have been to the office over 6 times. Called over 7 yet no one is ever there.

  Business Response

  Date: 04/14/2025

  Dear Mr. ******************** you for taking the time to share your concerns. We sincerely apologize for the delay and any confusion you experienced during your interaction with our Collinsville locations.

  Regarding Unit 117A at ****************************, we can confirm that your refund request was submitted and processed. While there was an unfortunate delay due to unforeseen circumstances, the issue has since been fully resolved. A refund in the total amount of $37.13 was issued on April 4, 2025, which includes $8.13 and $29.00. For your reference, I have attached the ledger for Unit 117A, which outlines the full refund transaction.

  As for the concern regarding Unit 122A, the $14 balance reflects the tenant protection fee for April, which is not covered under the promotional offer for free rent. This fee was detailed in the receipt provided at the time of rental. We attached a copy of the ledger for Unit 122A.

  Lastly, the signage at the property indicates that rentals and payments can be made 24 hours a day but does not refer to the physical office being staffed 24 hours. We do apologize if this caused any confusion.

  Our team is committed to improving your experience, and we appreciate your patience. Please dont hesitate to reach out if you have any further questions or need additional documentation.

  - The **** Team

  Business Response

  Date: 04/15/2025

  Dear Mr. ******************** you for your response.

  Were glad to hear you received the refund. Regarding the $14 Tenant Protection Plan (***) charge, we understand your request to have it removed. To proceed, the property will need a signed declination form on file confirming that you are electing to decline coverage.

  Unfortunately, we are unable to process the removal of the *** through the BBB platform. To complete this, please visit the property located at:
  *****************************************
  Phone: ************

  The onsite team will assist you in filling out and signing the required form. Once completed, the *** charge will be removed from your monthly billing going forward.

  Thank you for your attention to this matter, and please dont hesitate to reach out if you have any other questions or concerns.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23158650
  
  I am rejecting this response because:I just received an invoice for the unit 122A. When I signed up you can see it says the first 2 months free even though I already paid prior. I have yet to received any months for free. I paid $100.42 for the unit already when I reserved it yet the promo said first 2 months free. It has now been 30 days and Im being charged for the second month as well. This is false advertising and I want the next two months free. March14-April 14th has been paid in full. 
  April14-may14th would be free now along with may14th-June 14th. This has been a nightmare and yet again I keep going to the storage facility to get the $14 removed and no one is there when I go. Please see the email attached showing the first two months were supposed to be free but already paid and now Im getting invoices to pay again. This is coming off very much like a scam to keep getting money and Im about to get a lawyer if you guys wont remove the $14 Charge. On top of this the invoice is now back dating an additional charge for the beginning of April? So now Im being charged $103 plus two months worth of the $14 bringing the invoice to $131. If these fees and charges are not corrected to zero I will have to follow with full legal action. As for the excuse of me having to go into the office that no one is ever there or answers the phone at. You are more than capable of having documents emailed to me to sign same as the lease. I feel no one is at the office on purpose to make sure to keep these charges. I will be documenting all leases signed, stipulations and fees paid for along with pending. 

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

  Business Response

  Date: 04/25/2025

  Mr. *******,

  Thank you for taking the time to share your concerns. We understand how frustrating this experience has been and appreciate the opportunity to address the issues you've encountered.

  Following your complaint, our Regional Manager was able to connect with you directly and has issued a refund of $63.00 to help resolve the billing concerns related to your promotional offer. Additionally, a credit for one full month has been applied to your account, and the Tenant Protection Plan (TPP) has been canceled per your request, as youve acknowledged responsibility for coverage.

  We recognize there was confusion surrounding the promotional terms and timing of charges, and we sincerely apologize for any inconvenience caused. Our goal is to be transparent and supportive throughout your rental experience, and we regret that this situation fell short of those expectations.

  Should you need further clarification or assistance, our team remains available to help. We appreciate your business and hope these actions demonstrate our commitment to making things right.

  Sincerely,

  The ******************start="1186" data-end="1189">

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23158650
  
  I am rejecting this response because:as much as Id love to say that helped there are more issues now. The issue was for unit 122A at a ****************************. I just got refunded for unit ********************************** On top of that now when I login to my account its showing that I now owe on the unit I already had paid off. Along with showing the $14 charge is still active on the 122A. If anything this just made things even worse! Picture as of 4-25-25 1:23pm. 
  So now its showing Im negative on the 833 when it was already paid up and I still owe $14 on 122A. This is getting even more frustrating 
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 04/26/2025

  Just received this today. So a unit that was fully paid for is now saying Im back paid and its still charging me the $14 per month! This is getting crazy when you guys keep telling me its taken care of. I keep getting more and more invoices telling me I owe more and more when its already been paid for in full. Either they have no idea what they are doing or Im getting scammed. 

  Business Response

  Date: 04/28/2025

  Mr. *******,

  Thank you for reaching out and bringing this to our attention.

  We sincerely apologize for the confusion and frustration youve experienced. After reviewing your account, I can confirm that the ************* has been cancelled, and the $14 charge for ***** has been credited back to your account. Additionally, your May rent has also been credited.

  At this time, all necessary adjustments have been completed, and your account should now reflect the correct balance.

  If you have any further questions or notice anything else that seems off, please don't hesitate to reach out. We are committed to making sure you feel confident and supported in your experience with us.

  Thank you for being a valued customer.

  Sincerely,

  The SROA Team

  Customer Answer

  Date: 04/28/2025

  Now I have been given late fees, the insurance fee is still active and now Im being denied access to the unit I had already had paid in full for 3 months because of their mess up. This is not ok and Im so beyond furious at this point! This is the worst issue I have ever had for something paid for! Yall better make it right Im ready for a lawyer! To keep me from my things until I pay again for something already paid for is extortion and theft!

  Customer Answer

  Date: 04/28/2025

  Now I have been given late fees, the insurance fee is still active and now Im being denied access to the unit I had already had paid in full for 3 months because of their mess up. This is not ok and Im so beyond furious at this point! This is the worst issue I have ever had for something paid for! Yall better make it right Im ready for a lawyer! To keep me from my things until I pay again for something already paid for is extortion and theft!

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23158650
  
  I am rejecting this response because:as I have already submitted these pictures as proof no this is no where close to completed! I have proof Im still being charged the $14! I have proof they refunded the wrong unit just to turn around and charge me for the same unit again but this time with more fees! I have proof Im being locked out of my unit now and I have proof of all of this via emails and pictures! This is 100% fraud! You cant just refund a unit for no reason, tack on more fees without warning, charge insurance over and over again because you feel like it and hold peoples stuff illegally after it has been paid for and I have proof of purchase and payment! 122A is corrected now but they messed up 833 now! This is very unprofessional and crazy treatment of customers! I paid for the 3 months on unit 833 and now magically without warning or reason its been refunded, fees added and holding my belongings against me unless I pay more for no reason???? This is crazy! 100% illegal and just wrong. This needs fixed or Im going to all the news stations nearby and getting as many people as possible to file a mass lawsuit against your company. 
  
  Sincerely FIX THIS
  
  ****** *******

  Business Response

  Date: 04/29/2025

  Dear Mr. ******************** you for your continued communication regarding your account concerns.

  After a thorough review, we can confirm that you have been credited a total of $280.09 across your three units, while total charges amounted to $200.22. This means you have been refunded more than you have paid.

  To assist with any lingering confusion, we are attaching detailed ledgers for your active Units 122A and 833, along with an explanation outlining all charges, credits, and promotional adjustments applied to your account. Please note Unit 117A has been refunded as you confirmed and is closed:

  Please note that our leases are month to month rentals (calendar months). It does not go by 30 days from the date you rent a unit.
  
  Unit 122A
  Rented on 3/14/25 The only thing charged was the one-time $29 Admin fee for the unit and the $8.13 Insurance (prorated). Tenant was not charged for March Rent per the first two months free promotion (March *****). Total charge in March = $37.13
  ***** 2025 Tenant was not charged ***** rent per the first two months free promotion. The only invoice for ***** was the $14 Insurance.
  The $14 was credited on 4/25/25 and the charge for May ********************************************************** case there was any misunderstanding about the first two free months rent = $117.00 credited.
  Tenant received free rent for Unit 122A for the two weeks in March, all of ***** and all of May.
  The Insurance/Tenant Protection Plan (TPP) has been cancelled for Unit 122A.
  
  Unit 833
  Rented on 3/31/25 Tenant was invoiced $4.77 March rent (prorated for 3/31 only), the one-time $29 Admin fee for the unit, and the $0.90 Insurance (prorated). We did not apply a free month rent for March considering it was just one day. The tenant did pay $62.67 with **** ending in 8326.
  ***** 2025: Tenant was not charged ***** rent per the first two months free promotion. The only charge was the $14 Insurance. The tenant was issued a credit for the following charges: $0.90 + $14.00 + $29.00 + $4.77 + $14.00 = $62.67.
  May 2025 rent tenant was not being charged rent for May 2025 per the first two months free promotion.
  Tenant received free rent for ***** & May 2025 per the promotion offered.
  The Insurance/Tenant Protection Plan (TPP) has been cancelled for Unit 833.
  
  Unit 117A
  This was rented on 3/14/25. ****** paid $100.42 for Unit 117A. Tenant informed **** that they wanted to cancel this unit and did not move in.
  The tenant was issued a credit for Unit 117A for the following charges: $8.13 + $29.00 + $63.29 = 100.42.
  
  
  Recap
  Tenant was charged a total of $200.22 between all three units.
  Tenant was credited a total of $280.09 between all three units.

  We understand how important clarity is in these matters, and we have taken every possible step to ensure your account has been handled accurately and fairly. At this time, we believe we have resolved your concerns to the fullest extent possible based on the terms of your rental agreements.

  Should you have any additional questions after reviewing the attached information, we are happy to assist in clarifying further.

  Thank you for your time and understanding.

  Sincerely,

  The SROA Team

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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.

   
  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,
  
  ****** *******trict manager to solve it and will look into it. I have called the 800 number at least seven times and made stops at the office, I feel like they are actively avoiding me. The property is well kept just do not expect anyone to call you back or solve things if there are issues. It's really frustrating the amount of time I put in stopping by the office and calling both the 800 and office number. I do not understand why they are having a problem refunding the unit since the lease was never signed. The storage unit was #**** a 10x10 unit. Can you please help me get a response from them? Thank you

  Business Response

  Date: 04/09/2025

  Ms. *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused you. We understand your concern and appreciate your patience as we worked to resolve the issue.

  After reviewing your account and working closely with our District Manager, were pleased to confirm that the refund for the second unitUnit #****has been processed. A confirmation of the refund was sent directly to your email on file.

  We appreciate your feedback regarding the challenges you experienced in getting this resolved, and we will be using your experience to improve our internal communication and response times. T**** you again for your patience and for giving us the opportunity to make this right.

  
  Sincerely,
  The **** Team

• Initial Complaint

  Date:04/02/2025

  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.

  They had their property gates malfunction. The gate will not open so that I could get my things of my unit.. Now they are forcing me to pay the rent.I would not like to not have to pay the fees.

  Business Response

  Date: 04/14/2025

  Mr. ****.

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience you experienced with the gate access at our property.

  We understand how frustrating this situation must have been and want to assure you that we are actively working to connect with you. Our District Manager has attempted to reach you by phone and left messages, and we kindly ask that you return the call at your earliest convenience so we can work toward a resolution.

  Please know that we take gate access concerns seriously, and we are committed to finding a fair solution. We look forward to speaking with you directly to further discuss your concerns and address any issues related to your account.

  Thank you for your patience and understanding.

   

  - The **** Team

• Initial Complaint

  Date:04/01/2025

  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.

  Terrible customer service. Forgot my code for the gate went in to get it and there were 2 very rude "customer service agents". Refused to give me my code. I have had this and many other units there for over 4 years. ****** is a terrible customer rep. ****** IL. ***** ****** is one of the rudest people I have ever come across. This company just took over the units a few months ago and ever since then the customer service has been Terrible. They also will raise your unit rates without notice with no recourse. Stay away from this company.

  Business Response

  Date: 04/02/2025

  Dear Mr. ******************* you for taking the time to share your concerns. We appreciate the opportunity to respond directly to the issues youve raised. We regret that your recent experience at our ******, ** location did not meet your expectations. At Storage Rentals of America, we strive to provide a safe, respectful, and professional environment for all tenants and our employees.

  That said, we would like to clarify a few important details. Per company policy, gate access is automatically suspended when an account becomes past due. In these situations, tenants are unable to access their unit until the balance is resolved. This automated restriction is in place to ensure consistent enforcement of lease terms and to protect the integrity of all tenant accounts.

  A serious incident occurred during your visit where you attempted to access another tenants unit under the claim of a personal relationship. Upon verifying with that tenant, it was confirmed that this information was not accurate, and you became upset that we called to verify. Due to the nature of the situation and the threatening behavior reported by our staff, local law enforcement was contacted to ensure the safety of our employees and the facility. An official incident report has been filed and documented accordingly.

  Lastly, regarding your concern about rate increases, we understand this can be an inconvenience. Our lease agreements do state that rates may be subject to adjustment based on market conditions and operational needs. We strive to notify tenants of any changes in advance and always aim to remain competitive while providing clean and secure storage options. We notified you via First Class mail on January 29, 2025, (regarding the rate change for 3/24/25) to the address we have on file for you. Upon listening to the recording, this was explained to you on the phone during a call you made to the call center on March 26th, which we needed to disconnect due to profanity.

  If you would like to speak further about your account or the events that occurred, we welcome the opportunity for a direct conversation. Our District Manager is available to assist and can help work toward a resolution.

  Thank you again for your feedback, and we hope to move forward in a productive manner.

  Sincerely,

  The SROA Team