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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:
$2,761,953.00

Total Amount Settled:
$3,533.00

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

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

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

148 complaints against Public Storage, Inc. (Headquarters)

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6/17/2025

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

Customer Complaint

6/2/2025

On 5/19/25 I was looking for a storage unit due to having to move, someone from store (public storage) on Crenshaw set the unit up for me in Los Angeles, they charged me $400.00. I have never used this unit. They told me they do not refund the money. The contract states I have 5 days to cancel, but then they told me I have to call the next day. They are contradicting themselves. The account is under the name James, but it is my money, it was suppose to be under both of our names, but they only used his name. I don't have a key for this unit as I have never even been here. I just want a refund since I have never used this unit. I called them 4days after 5/19/25, to cancel since I would not be using the unit. Resolution Sought A refund of my money.

Company Response

6/5/2025

Ms. Burr, Unfortunately, we are unable to bring up an account in your name. The provided phone number and email address do not bring up any information under your name. The contract is between the Owner and Occupant. The person(s) listed as Authorized Access Persons are solely agents of the Occupants and are not parties to the Lease/Rental Agreement. They have no rights of tenancy or standing to bring any claims or file suit arising from the use of the storage space. Please have the tenant of record reach out regarding his account.

5/21/2025

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

Customer Complaint

4/18/2025

Public Storage in Owings Mills bear Reisterstown Road- I'm a senior on a fixed income and my rent at this location more than doubled in little over a year. It started at 85.00 per month and went to 180.00 If I was late the manager would use aggressive collection tactics of calling my phone from multiple different numbers. I parked my work truck there for over a year on a steep hill location that was terrible spot. i tried multiple times to get them to let me move it to a level spot but was unsuccessful. In the end I lost the truck due to high rent . Seems to be poorly run location by management. Resolution Sought I want to know where my truck is located and alert the general public to their crappy business tactics.

Company Response

5/8/2025

Mr. Bill Finn, spoke with his District Manager Nick on April 30, 2025, at which time this information was given to him. If you have any more questions, please reach out to Nick at 443-759-3780. we consider this BCA complaint closed

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