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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:
$2,337,011.00

Total Amount Settled:
$2,185.00

Complaint Experience

93%

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

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

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

130 complaints against Public Storage, Inc. (Headquarters)

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5/11/2026

RESPONSE: Agreed to make an adjustment Amount in Dispute: $225.60 Amount Settled: $0.00

Customer Complaint

4/20/2026

On March 2026, because of weather and disability, I sent my husband to the 7011 Garners Ferry Rd, Columbia SC 29209 Public Storage facility with my monthly payment of $148.00 in cash. He is adamant that he paid but we can't find the receipt. We were informed that payment was not received. We went back in April 2026 to make monthly payment with debit card which was received. We were told that Public Storage does not accept cash money and if the clerk did so she was not supposed to. Unfortunately we can't find our receipt and a lien has been placed on our property. Resolution Sought We request that it be investigated to see if 1) the $148.00 was accidentally placed on another account and 2) to review store camera footage to see if my husband did indeed come in and have a interaction and exchange with the clerk between March 3rd, 4th, or 5th 2026. Please contact us as that this facility rarely is available by phone or in person Thank you Mrs. Joy S Harris (803)363-0872 Acct. #14323067

Company Response

4/28/2026

Dear Ms. Harris, Thank you for reaching out and for submitting your concerns to the Business Consumer Alliance Business Bureau. We appreciate the opportunity to address your experience and value all customer feedback. Today, you spoke with your District Manager, Bill, regarding your concern about a cash payment in the amount of $148.00, which you stated was made at the location 7011 Garners Ferry Road, Columbia, SC 29209, around the beginning of March 2026. District Manager Bill advised that he will review the end-of-day reports and check with surrounding properties to determine whether a cash payment was recorded. He also informed you that he will follow up with you regarding his findings on or before April 30, 2026. Thank you for your patience as we complete this review.

4/29/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $850.00 Amount Settled: $0.00

Customer Complaint

4/9/2026

I recently had a storage unit with Public Storage located at 1600 Fairway Dr, Colton, CA 92324. I had my unit for several months. Upon vacating the unit i realized rats had consumed many of my items there was rat dropping everywhere including inside my boxes. The worst part is they destroyed my Samsung washer eating away at tubes and wiring. I attempted to repair which just having someone come out to evaluate was $150. I was told by the technician it would cost over $900 just to repair. So now I have no washer. Resolution Sought I want to be compensated for my washer.

Company Response

4/17/2026

Ms. Arredonado, Thank you for reaching out and for submitting your concerns to the Better Business Bureau. We appreciate the opportunity to respond and value all customer feedback. We are sorry to hear about the rodent damage you experienced to your stored items. At the time of rental, you elected to purchase insurance through Orange Door Insurance and signed the rental agreement, acknowledging and agreeing to its terms, including Section 6 and Section 7. 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. The Occupant understands that the Owner will not insure the Occupant’s personal property.” Additionally, Section 7 – Limitation of Owner’s Liability states: “The Owner and Owner’s Agents shall have no responsibility to the Occupant or any other person for any loss, liability, claim, expense, damage to property, or injury to persons from any cause. Public Storage is not an insurance company.” If you have additional questions, please contact your District Manager, Fernando, at 323-622-1054. Based on the information provided and the terms of the rental agreement, we consider this matter closed with the Better Business Bureau.

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