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Business Profile

Storage Units

Keylock Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 10/09/2024, I paid the past due amount on my storage unit (#**) at 1:44pm. After renting a Uhaul ($137.37) and fuel ($70) and driving 74 miles for an hour and 20 min, I discovered the overlock had not been removed after payment. I attempted to contact the office multiple times to have the overlock removed so I could access my belongings, and each time I called, I was told by the customer service representative that the office was open. I sat in the U-haul at my storage unit for 4 hrs after being told by multiple individuals that someone was being contacted to come remove the lock. Additionally, I was told I would receive a return call within 20 minutes of contacting the call center, and after each call into the Keylock office (7 times), I did not receive a return call. When I returned home ( an additional 74 miles and hour and 20 min) I emailed Keylock with my complaint and requesting reimbursement for the money spent on the Uhaul and the fuel. This situation is unacceptable. Had I been made aware there would not have been someone in the office I would not have spent the money to come pick up my belongings that I was refused access to. Because of this I am requesting reimbursement for the costs incurred that could have been avoided had their office communicated the correct closure dates to the tenants through electronic email communication or text ,messages. According to the call center their information also indicated the office was open yesterday. I do not live in *********, I live 74 miles away and had no way of knowing the office was not open. Below is the breakdown of costs associated with yesterday's lack of communication. Uhaul truck - $137.37 Fuel - $70 -----------------------------------Total $ $207.37 I have requested reimbursement of $207.37, to be received within 7 days. Keylock Storage has refused reimbursement, stating they are not responsible for any incurred costs.Thank you for your attention to this matter ***** ********

Keylock Storage is NOT a BBB Accredited Business.

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