Public Storage, Inc. (Headquarters) complaints

Dear Ms. Crayton, Thank you for reaching out and for submitting your concerns to the Business Consumer Alliance. We appreciate the opportunity to review your experience and address your concerns. We value your feedback and understand how frustrating account and payment issues can be. First and foremost, we sincerely apologize for any inconvenience or confusion you may have experienced while seeking assistance with your account. We understand the importance of having accurate information regarding payments and balances, and we appreciate the opportunity to clarify the activity on your account. After reviewing your account history, our records reflect the following: On July 1, 2026, a payment of $100.00 was submitted through the Mobile App using the checking account payment option. This payment was subsequently returned by your bank due to non-sufficient funds (NSF). On July 30, 2026, a second payment of $145.00 was submitted through the Mobile App using the checking account option. This payment was returned by your bank on August 4, 2026. It is possible that the checking account payment method may have been selected unintentionally instead of the credit card payment option. The following successful payments and adjustments were then applied to your account: On August 10, 2026, your account balance was $372.50. A payment of $150.00 was made using the credit card ending in 1327, reducing the balance to $222.50. On August 13, 2026, a payment of $50.00 was made using the credit card ending in 3222, reducing the balance to $172.50. On August 16, 2026, as a customer service gesture, we waived a $20.00 late fee, reducing the balance to $152.50. On August 18, 2026, a payment of $52.00 was made using the credit card ending in 1327, reducing the balance to $100.50. If your bank records show that either of the returned checking account payments was successfully processed and honored by your financial institution, we would be happy to review the documentation. Please provide proof from your bank, and we will promptly investigate and make any necessary account adjustments. At this time, your account reflects an outstanding balance of $100.50, which is due before August 30, 2026.We appreciate your patience and the opportunity to address your concerns. Based on the information currently available and our review of the account, we respectfully consider this BCA complaint closed.

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Dear Mr. Hora, Thank you for taking the time to share your concerns regarding Public Storage's Rental Agreement, specifically Section 3.5.2. We appreciate the opportunity to address your complaint. Our records indicate that a member of management spoke with you regarding your concerns about signing the updated Rental Agreement and your request to modify the terms of the contract, during that conversation, it was explained that Public Storage is unable to amend or alter the terms of its standardized Rental Agreement for individual tenants. You expressed concern that because Public Storage could not modify the agreement, you would be forced to vacate the property and would require more than 30 days to move your belongings, and we clarified that you were not being asked to vacate your storage unit. As a courtesy, it was explained that you could remain in occupancy beyond 30 days, provided your account remains current and in good standing while you make plans regarding your storage needs. Additionally, management discussed your concerns with Section 3.5.2 and provided several alternatives that may help address the issue, including reducing the amount of property stored in the unit to comply with the agreement, change to a more appropriately sized unit, or renting an additional storage space if necessary. These options were offered to accommodate your concerns while remaining consistent with the requirements of the Rental Agreement. While we understand that you disagree with this provision of the agreement, Public Storage cannot make individual modifications to its contractual terms. The Rental Agreement applies uniformly to all customers and locations and cannot be altered upon request. We regret that our response did not meet your expectations and apologize for any frustration you experienced. However, based on our review, we believe management appropriately addressed your concerns, explained the available options, and provided clarification that your tenancy was not being terminated. Should you have additional questions regarding your account or available storage options, we encourage you to contact your District Manager directly.

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Mr. Hora, The Rental Agreement applies uniformly to all customers and locations and cannot be altered upon request. We regret that our response did not meet your expectations and apologize for any frustration you experienced. However, based on our review, we believe management appropriately addressed your concerns. Should you have additional questions regarding your account or available storage options, we encourage you to contact your District Manager directly. BCA we consider this BCA complaint closed.

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