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Public Storage, Inc. (Headquarters) complaints

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701 Western Avenue Suite 200
Glendale, CA 91201 | Get Directions

(818) 244-8080

http://www.publicstorage.com

Monday to Friday: 5am — 9pm PST

Saturday: 5am — 8pm PST

Sunday: 5am — 8pm PST

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Total Amount in Dispute:
$2,763,247.00

Total Amount Settled:
$3,617.00

Complaint Experience

95%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complainants report a variety of allegations which include billing disputes relating to late fees fee increases without notification or that overpaid amounts are not refunded as agreed. Other customers complain that stored items are damaged by rodent infestations water or climate or that previously undisclosed charges are added to final costs causing financial hardship to the customer. Several complainants allege that stored items were stolen from units.~~The company responds to some complaints by explaining policies by disputing the complainants allegations and denying requests for credits and refunds. In some cases the company agrees to process refunds or credits based on accounting records. Allegations of theft or unaccounted for items are generally addressed by policy explanations citing non responsibility for theft or damages.

Complaint Closing Statistics

153 complaints against Public Storage, Inc. (Headquarters) closed in last 3 years.

Complaints	Type of response
11	Making a full refund, as the consumer requested
3	Making a partial refund
69	Agreed to make an adjustment
1	Refusing to make an adjustment
67	Refuse to adjust, relying on terms of agreement
2	Unanswered

153 complaints against Public Storage, Inc. (Headquarters)

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4/21/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $4,000.00 Amount Settled: $0.00

Customer Complaint

4/10/2025

My name is Tim and my and my wife's storage was broken into . I'm letting you know that if our claim is not payed out then we will take you to court. With that being said just know that our things were found in the supposedly abandoned storage next door to ours . Now so you know we have one of your employees on video telling us about this unit after we noticed our Dolly sitting in the front office of the location. Also the manager told the police that (she thought my wife was committing insurance fraud and that we were having financial problems. Now to me that is slander and defamation of character. Which is another law suit. Resolution Sought We want to be reimbursed for our losses

Company Response

4/16/2025

Ryan DM of public storage called and left voicemail for customer.

Customer Rebuttal

4/18/2025

If you could email me at [email protected] and give me a good number and time to call you

Company Final Response

4/18/2025

Spoke with customer about length of orange door insurance has not responded to him since December 1st. We talked about an inappropriate convo my PM had and i will follow up with and will credit them on their monthly bill for the inconvenience.

4/21/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $4,000.00 Amount Settled: $0.00

Customer Complaint

4/3/2025

My storage unit was broken into on March 20th at 5050 W. Charleston at Public Storage. The people who work there had stolen my stuff. 3 days after I was in there on March 17th. All of my clothes were stolen. I had over 40 pairs of shoes, over 100 pairs of pants, over 200 pairs of shirts, jackets, underwear and socks. My television was in there, laptop, baby pictures, NBA rookie basketball cards, and gun suppressor. Resolution Sought To return all of my items and give me a check to compensate me for my losses.

Company Response

4/8/2025

Dear Mr. McKingley, We are sorry to learn that your items were stolen from your unit. Our records indicate that you accepted Orange Door insurance at the time of rental. According to the Rental Agreement you signed, Section 6 (Insurance: Release of Liability) states: "All personal property is stored by the Occupant at the Occupant's sole risk. Insurance is the Occupant's sole responsibility. Occupant understands that the Owner will not insure the occupant's personal property." Additionally, Section 7 (Limitation of Owner's Liability) clarifies: "Owner and Owner's 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. Public Storage is not an insurance company." You spoke with your District Manager Thomas on April 8, 2025, and informed him that the incident occurred on March 17, 2025. You also mentioned having pictures documenting the loss, totaling $40,000. As per the rental agreement, you were reminded that the maximum allowable value of items in the unit is $5,000. You will need to file a police report and continue working with your insurance company for compensation. As a gesture of goodwill, we will refund your rent for March. You were also provided with the contact number for Orange Door insurance regarding the stolen items. If you need any further assistance during this investigation, please do not hesitate to contact us.

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