The Top 10 Things Annoying Your Self-Storage Customers

Common Issues Self-Storage Customers Have with Facilities (and How to Fix Them)

When customers rent a storage unit, they’re usually looking for peace of mind, a secure spot for their belongings, and maybe even a little convenience. But if you take a peek at online reviews, it’s clear that not every self-storage facility delivers on those promises. Let’s talk about the most common gripes people have and what facility owners can do to turn those complaints into glowing reviews.

1. "The Staff Was Rude or Didn’t Help Me."

This one pops up a lot—people feeling ignored or brushed off when they need help. Whether it’s getting an answer to a question or resolving a problem, customers expect support, not indifference.

• Fix it: Train your staff to be friendly and responsive. A smile and a little patience can go a long way! Bonus points if you follow up with customers to make sure their concerns were handled.

2. "I Was Charged What?!"

Hidden fees and surprise price hikes are guaranteed to frustrate customers. No one likes feeling like they’ve been tricked.

• Fix it: Be upfront about pricing. Explain fees and potential rate increases before customers sign a lease. Clear communication builds trust—and trust keeps people coming back.

3. "Is My Stuff Even Safe Here?"

Security concerns are a dealbreaker for many. Complaints about break-ins, poorly lit areas, or cameras that don’t actually work can scare off potential renters.

• Fix it: Invest in solid security measures. Think cameras, gate access codes, and even alarms on individual units. A little extra spending here can save you a lot of headaches later.

4. "This Place Is Gross."

Nobody wants to store their belongings in a place that feels unclean. Trash piles, pests, or grimy units can leave a bad impression—and an even worse review.

• Fix it: Make cleanliness a priority. Regular cleaning, pest control, and a tidy appearance show customers you care about their experience (and their stuff!).

5. "Why Can’t I Get In?"

Access problems are another big one. Customers hate dealing with malfunctioning gates, confusing layouts, or limited hours.

• Fix it: If possible, offer extended or 24-hour access. And keep those gates and entry systems in working order. Nobody wants to be locked out when they need their stuff.

6. "Why Is There Mold on My Stuff?"

Leaky roofs, bad climate control, and other unit issues can really frustrate customers—especially if their belongings are damaged.

• Fix it: Regularly inspect units for leaks or other problems. For climate-controlled units, make sure you’re maintaining proper temperature and humidity levels. A little upkeep goes a long way.

7. "There’s No Space for Me."

When facilities are too crowded, customers might have trouble finding the right unit size or even a parking spot for their RV or boat.

• Fix it: Pay attention to occupancy trends and plan ahead. It’s okay to let customers know when you’re at capacity—just do it politely and with options if possible.

8. "What’s Up With My Bill?"

Billing complaints are super common. Whether it’s a surprise late fee or a mix-up with charges, these issues can sour a customer’s experience.

• Fix it: Use automated billing systems to minimize errors, and make payment options easy. Be clear about billing policies upfront and work quickly to fix any mistakes.

9. "This Place Could Be Better."

Sometimes, customers expect a little extra—like carts to move their stuff, good lighting, or clean bathrooms. When these aren’t available, it’s a letdown.

• Fix it: Small touches like providing moving carts, keeping restrooms clean, and making sure the property is well-lit can make a big difference. These aren’t hard fixes, and customers will notice.

10. "Management Never Responds."

Few things frustrate customers more than feeling ignored. Whether it’s a question, a complaint, or just a simple request, they want to hear back—fast.

• Fix it: Make sure management is easy to reach and responsive. Have multiple communication channels—phone, email, even chat—and make it a point to respond quickly and professionally.

Listen to What Customers Are Saying

Here’s the thing: customer reviews are a goldmine of information. They tell you exactly what’s working and what’s not. Instead of dreading the next negative review, use it as a chance to improve. By fixing these common issues, you’re not just avoiding bad reviews—you’re creating happy customers who’ll recommend your facility to their friends.