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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:
$2,762,773.00

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

150 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
69	Agreed to make an adjustment
1	Refusing to make an adjustment
66	Refuse to adjust, relying on terms of agreement
2	Unanswered

150 complaints against Public Storage, Inc. (Headquarters)

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5/8/2025

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

Customer Complaint

4/10/2025

I rented a storage unit at this place which had no working light . I was told a light bulb could be ordered for me and it would take some time or I could put my own light bulb in there. I tried my own light bulb and the light still did not work. I notified the property manager who told me a work order could be placed to have the light fixture repaired. I then signed a paper to allow them access to fix the light and had to leave them a key as well. This was approximately two months ago, during this time I called to check the status of repair a few times. One time I was told the repair guy came, broke the key off in my lock, the partial key was removed and the repair guy woild have to return to do the reapir in24-48 hrs and that upon his return a new lock would be placed on my unit and i will be notified to pick up new keys. I called again a few times to check the status of repair guy and finally reached the property manager who told me she was calling the supervisor to check on this and would call me back. Never got a call so i continually called then tried to go place some items in my storage unit to realize my lock had been changed. I was not called to pick up any new keys nor do i have access to a storage unit with my belongings in that i have paid for. I spoke to someone who had an attitude the day after realizing my lock was changed who told me the system is down, she doesnt work at the location, and she would call me back and go check it out. No callback as usual. Resolution Sought Provide me a refund on the days I have no access to my unit and provide me the key to my unit with my belongings in it.

Company Response

4/28/2025

Dear Ms. Smith, I hope this message finds you well. Our District Manager, Fernando, has attempted to reach you by telephone on April 16 and 17, as well as via email. We have not yet received a response from you. If you still require assistance, please return his call at your earliest convenience. Thank you for your attention to this matter.

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.

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