ComplaintsforOtter Self Storage

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ever since Otter Self Storage purchased the original facility things have gone downhill fast. In 2023 and now again in 2024, Otter has required proof of insurance (which I have). However, the email sent gives you NO INFORMATION on where to send this! If they do not receive your proof of insurance, they automatically enroll you in their own insurance plan, for an additional $11/month. Last year, it took multiple emails and phone calls over 2 MONTHS to finally get someone to fix this error for me. At that point I had already been charged insurance for 2 months, even though I provided my insurance before the deadline. Even though this was their fault, they refused to give me a refund!! The best they would do was give me 1 month's credit (not even 2!!). Fast forward to the same issue now this year. I am currently going through the same exact problem with them. I provided my insurance information TWICE before the deadline, and I just received an email that they enrolled me in their own program, for an additional cost. Again, NO WHERE ON THE EMAIL does it say who to get in touch with. There is missing information, and even a broken link to their "brochure". Their support email doesn't even handle insurance, so sending anything there goes into a black hole because of their lack of communication. I am beyond frustrated with this company and I'm feeling like the lack of support and communication is really a rouse to force charge customers to sign up for their private insurance, whether needed or not.

  Business response

  03/15/2024

  Dear Hadri *******,

   

  We sincerely apologize for the confusion we have caused you. Your feedback provides us with opportunity to re-evaluate our process in this regard. We truly hope you will allow us the opportunity to make things right and ensure you are satisfied with the outcome. Upon receipt of your proof of insurance we have credited all insurance fees from your account on March 1st. We would also like to offer you 50% off for the next three months to retain your business. We care about all tenant concerns and we have made contact to speak to you to further discuss this issue. Once again we hope that you will allow us to continue to improve and ensure you and all our customers are happy with our facilities as well as out services. Please contact us so we may confirm our good standing with you as well as discuss any other concerns.

  We appreciate your feedback and your business,

   

  Otter Storage Management

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a renter at Otter Self Storage (formerly Beale Self Storage) for over 6 years. I have a personal storage unit and two business storage unit that are supposed to be heated and cooled. For the last three months plus, the AC has been out. I have recorded temperatures as high as 93 in the building (July 7) and have had repeated calls to their customer service number since early May. I have asked for a timeline for correcting the problem, but I have never once had a phone call back. The last time I called on July 7, they provided a $50 credit on my personal unit for the trouble. However, I feel that they should be refunding all the units for the issue when every tenant is paying for a service that they have not been receiving for the last three months. I work out of my business units and am in the building regularly. The lack of air conditioning has impacted my ability to work and over time, could be damaging the electronic equipment that we store. Had the company shown more care and concern about the situation, I might not feel the need to register this complaint. However, their customer service folks cannot speak for the management; and I haven't had the courtesy of a phone call from management despite many calls to customer service. I began taking photos of the thermostat on May 30th after several weeks of it being hot in the building. I will upload photos from May 30 (84'), May 31 (85'), June 9 (90'), and July 7 (93') for reference. My desired resolution would be that the company acknowledge the issue via e-mail to all tenants of the affected units with an explanation of what is wrong with the air conditioner, an outline of the steps that will be taken to resolve the situation, and a meaningful timeline for the solution as well as a reasonable credit for each unit for the service not provided. Thank you.

  Customer response

  08/24/2022

  Otter Self Storage reached out to me to discuss the issue. I explained the situation and was told that a date for fixing the AC was not available and that notification to all renters that the AC was not working for 3 months was not possible. The explained the difficulty that they had been having with the homeless community using their facility at will and I explained that the solution would be to have a caretaker on-site during the day.
  
  After this phone call, I was out of town for a couple of weeks working an event and when I returned, the AC had been repaired. As far as I know, the company has not notified anyone else of their lack of providing air conditioning for over 3 months despite charging customers for the service.
  
  In addition, I received a notice of rent increase for next month.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 2021 I rented unit when I got there it was full. I Had leave my first load on ground and it was 8 -10 hours before they called me back only to only have a small unit available. Because of this I had leave my last load which contained washer, dryer, entertainment center, dining room table, grills at my old residence. I had keep uhaul another day and get unit across town next day. I received a text in January saying I was moved out of unit. I called and the guy stayed on the phone while I went up there and after someone working there on the units let me in gate I made sure my belongings were there. The man with otter said everything was fine now . Then shortly after like next day I received email about a move out I glanced at it and assumed it was from day before. I was in the phone with employee for over 30 minutes day before. I go make payment and it says I have no account . I worked on it for while and even tried call otter. I had a lot going on and I forgot . This was in February after them telling me in January third week I had a $0 balance. March 7 or 8 I go to get my belongings and I can't get in . After 4 hours I call back girl tells me not my fault but I could not get in today while I have my uhaul. She said I should have asked her before I got a uhaul. 5 days later I call and after couple hours they call say I have pay a $30 filing fee for moving me back in I could get my stuff. I asked for manager. Two more days go by I call again and this time they tell me my belongings are gone and there's nothing I can do about it. Blaming me for their mistake. Now after them being reason I had leave a lot my stuff because of mix up on unit I paid for days before I moved into it, I now also have no beds , TVs, outside furniture, stereo and personal pictures ( family) my dead mothers collections. My kids and I have nothing to sleep on or put clothes into. If I only owed February can they legally move me out of unit by March 8 th?

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/25) */ When the tenant moved in, the unit she originally moved into had an issue, tenant was spoken to on the day she moved into the unit physically. Tenant called and said she had been trying to get in since hours when the facility was closed and that she did not need a transfer. She was then later transferred after stating she was good. Tenant was contact in Jan due to an error of transposed numbers from our onsite contractor. Tenant was contacted Jan 20 and did not reach back out till March 14 regarding her unit. Tenant was left a message on Jan 20 that the move out was done in error and to please contact us back to get her moved back into the unit and to speak. Tenant was moved back in on March 14, the day of her call. Due to the inconvenience the tenant had the rent for Feb waived and March was discounted. Tenant was told that her items remained untouched in her unit, but that payment would have to be made before access was granted. Tenant called March 25 and made payment on her unit and will now be granted access to her unit to be able to retrieve her items.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Otter purchased the storage facility from the company we had been using for years with no problems. First thing Otter did was raise our rate over $100. Not long after we started noticing homeless people that were living in the facility, and not just one. We counted at least 10 different people walking and riding bikes in and out of facility with bags and beer all night long. Next issue was when I was in my unit loading up at night I went for a quick bite to eat, leaving my box truck inside of fenced in facility. When I returned my code would not work to let me in. My truck was inside and I couldn't get back in. Tried multiple numbers for Otter but only an answering service was who we could get ahold of. Was told they would pass in info to Otter next day. Have always had 24 hour access in past years never a problem. Had to wait over an hour for a homeless person to walk right up and enter code so that I could get back into my truck and unit. When finally contacted by someone from Otter I was told my 24 hour access had been canceled and that I would have to pay $40 more on top of the over $100 raise in rent fee. Last was extremely rude and told me only way to pay the $40. Since then they decided to change our due date and informed us to only pay a half payment and that the date would be changed to the 1st. So we did what they asked only to have the rude lady send a email saying we were past due and our unit would be locked up. This same issue went on for 3 months saying the date would change and didn't. Still lady was extremely rude and nasty so I explained to her not only was their customer service absolute trash so was their property that had homeless living all over in it. There was also a pond that would form right outside of my unit everytime it rains. They had more units built when they couldn't even take care of existing units. There was steel beams and construction trash outside of my door at unit the entire time they built these and screws as well. **** comp.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/16) */ Per our lease that took effect the day we acquired this facility we do not lock rates in, and rates are subject to increase. This tenant has been spoken to many times and informed every time that 24-hour access is not a right and is not granted without review by the corporate office. Part of the 24-hour access review process is the 24-hour access charge of $30 that is a requirement for 24-hour access due to the extra charges incurred for this. The tenant refused to pay this, so the 24-hour review process was stopped and not addressed further. The homeless situation was handled as soon as we were made aware of it and the police have been involved with nightly monitoring, and all access at this facility has been changed to open hours with no one being granted 24hour access. These have brought the homeless issue down significantly and we are taking further stops to stop it and prevent the issues in the future. There was construction happening at the facility, but the tenant's unit was left accessible at the door. At this time the tenant is not due any refund as there have been no overcharges, the facility and homeless problems have been addressed, and the 24-hour access will not be granted at this facility as a measurement to decrease the homeless situation that was mentioned by the tenant.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using otter storage for the past 3 months approximately 8 days ago I received a email indicating my contract with otter storage has been terminated because I violated something within their contract. Living at the facility was mentioned which is so far from being true, and I was locked out of the facility unable to access my property, I was told I would be giving 24 hours to remove my property or it would be auctioned off. Since receiving the email, I have been unable to contact anyone to try and get to the bottom of this matter. Today 1/4/2022 at approximately 12 pm I was able to talk to a woman who was very rude that told me she was the higher up and that she didn't have to tell me no more than my lease was terminated. That is a very poor business process and very unprofessional on their website the claim to be easily contacted and it took me 8 days to be able to talk to someone yet still I don't have a clue as to what I did to be treated with such disrespect and unprofessionalism. That being said I feel the need to report otter storage to BBB. because I couldn't get any type of help or explanation to what it is or what I did to break my contract with otter storage. The claim that renters have 24 hour access, but I've come to find out that not only is the office closed at 8 pm the whole facility is. If they terminated my contract for living at the facility I'd like a Apology from them and reimbursement because of being locked out of the facility for 10 days because they was wrong in there assumptions and accusations.

  Business response

  02/17/2022

  Business Response /* (1000, 8, 2022/02/01) */ We have reached out to the tenant to resolve this matter without response. The tenant's lease was terminated due to a violation of our lease. Per our lease we can terminate a tenant for any reason. Tenant was given 14 day notice when termination was given.

*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. ↩