ComplaintsforSecurity Public Storage

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a storage unit at security public storage. I fell behind because I get covid along with most of my family. The *** facility in rent from us overcharging. Im less than 3 months behind they are charging me over $500 when its never been that much they even raised my rent without telling me. Dont trust *** in ********** they are scammers.

  Business response

  11/10/2022

  THIS CUSTOMER IS MORE THAN AWARE OF TH BALANCE DUE ON THE ACCOUNT. SHE ALMOST LOST HER ITMES IN AUCTION A LITTLE OVER TWO MONTHS AGO. SHE DID PAY THE PREVIOUS BALANCE OF $623.00 AND SAVED THE **** FROM AUCTION. SHE OWED FOR 4 MONTHS AT THE **** BECAUSE WE HELD HER FROM AUCTION BECAUSE SHE STATED SHE HAD COVID AND COULD NOT WORK. WE ALLOWED FOR AN EXTRA MONTH TO COME UP WITH PAYMENT. HOWEVER NO PAYMENT HAS BEEN MADE SINCE 9/8/22. HER FOLLOWING RENT WAS DUE ON 9/9/2022, 10/9/2022 AND 11/9/2022. SHE OWES FOR 3MONTHS RENT AT THIS ****. WE HAVE BEEN CALLING AND EMAILING TENANT SINCE 9/19/2022 BEFORE SHE GOT HER FIRST LATE FEE AND SHE NEVER RESPONDED. BUT I WAS ABLE TO GET IN TOUCH WITH AN ALTERNATE CONTACT TODAY 11/10, WHO WAS ASKING ABOUT THE ACCOUNT AND WHY SO HIGH. I WENT OVER ALL CHARGES AND SHE SAID OKAY CONVERSATION BELOW.

  ALT CALLED BACK ASKING WHY SO MUCH, INFORMED ABOUT 3MONTHS OF RENT & LATE FEES, SHE STATED IT HAS NEVER BEEN THIS MUCH BEFORE BUT SHE PAID IT LAST ****, I TOLD HER THAT IF ******* HAS QUESTIONS ABOUT THE ***** SHE CAN GIVE ME A CALL - SHE SAID SHE WILL DISPUTE W/COMPANY, I TOLD HER ALRIGHT BYE

  ******* HAS STILL NOT REACHED OUT REGARDING ACCOUNT. AT THIS POINT I AM AT A LOSS, THE TENANT REFUSES TO HAVE ANY FORM OF COMMUNICATION.
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a storage shed with several of my items in it and the company is allowed me to pay credit card payments over the phone because I am disabled, with cognitive disabilities and I can't always drive to get there and they've accepted credit cards over the phone for approximately 3 years.They will not accept my phone calls and continuously hang up on me when I'm trying to have them explain to me why I can't make a credit card payment over the phone. They are only requiring cash and I cannot get there in the time that they have scheduled on September 8th for my items to be sent out to auction. As of today I have not received a notice of lean and the manager ****** continues to hang up on me every time I try to call back to have her explain the policy and send me a copy of the lien letter that my items are going to be sent out to auction. ****** did not speak English well and I could not understand her on the phone and she became offended and just hung up the phone. I called back three times trying to get somebody to talk to and she continuously clicks off the line and disbars me from doing business to try and keep my stuff from going to auction.The account would have been brought current had I been able to give her a credit card over the phone but she refused and is telling me that I have to bring in cash. I believe that they're trying to hold my stuff and I also believe that I have been completely harassed by the manager and disbarred from doing business just because of her personal offenses, when I asked her to clarify what she was saying, and I couldn't understand her English, with her pronunciation of words over the phone. I didn't understand what she was saying. Now she won't pick up the phone when I try to call back. My stuff is locked ** in her storage shed and I want to be able to talk to a manager or anything but she refuses to give me any information.

  Business response

  08/05/2022

  ******** CALLED IN ASKING FOR THE AMOUNT DUE ON HER STORAGE. MY CO-MANAGER INFORMED HER WHAT THE BALANCE IS. SHE SAID SHE WANTED TO MAKE THE PAYMENT RIGHT THEN BUT MY CO-MANAGER MADE HER AWARE THAT BECAUSE HER ACCOUNT WAS IN LIEN, COMPANY POLICY STATES WE CAN NO LONGER ACCEPT CREDIT OR DEBIT CARD PAYMENTS. SHE CAN PAY CASH, CASHIERS CHECK OR MONEY ORDER. SHE CAN EVEN MAIL IT IN IF SHE NEEDS TO. ******** INSTANTLY TOLD MY CO-MANAGER THAT THIS IS NOT TRUE AND SHE ALWAYS PAYS CREDIT CARD. MY CO-MANAGER AGAIN TOLD HER THAT ITS BECAUSE SHE IS IN LIENS THAT SHE CAN'T USE CARD AND AGAIN TOLD HER OF OTHER MEANS OF PAYING. ******** BECAME IRATE SO MY CO-MANAGER PASSED THE ***** TO ME. ******** AGAIN STATED THAT ALWAYS USES CARD AND CONTINUED ON TO SAY MY CO-MANAGER WAS LYING, SHE REPEATED BACK TO ME WHAT I HEARD MY CO-MANAGER SAY AND I THEN TOLD ******** THAT MY CO-MANAGER WAS 100% CORRECT AND WE CANNOT TAKE CARD PAYMENTS AT THIS TIME DUE TO LIEN STATUS. ******** THEN TOLD ME TO KEEP HER STUFF AND I HAVE A GREAT DAY AND SHE HUNG UP.

  ******** CALLED BACK ASKING FOR PREVIOUS MANAGER WHO ARE NO LONGER WITH THE COMPANY, I TRIED TO EXPLAIN THE REASON THAT SHE WAS ABLE TO CONTINUE PAYING WITH CARD BEFORE WAS BECAUSE SHE HAD NEVER BEEN THIS LATE. SHE DID NOT WANT TO HEAR WHAT I WAS SAYING KEPT CUTTING ME OFF. I THEN TOLD HER THAT I WOULD DISCONNECT THE CALL IF SHE DID NOT STOP YELLING AT ME AND TOLD HER I AM NOT GOING TO ARGUE WITH YOU. AT THIS POINT SHE STARTED SCREAMING AT ME TO "SPEAK ENGLISH". YES, AT THIS POINT I DISCONNECTED THE CALL.

  SHE CALLED AGAIN AND I TOLD HER WHAT SHE SAID TO ME WAS EXTREMELY RUDE AND SHE STATED," ITS NOT WITCHU, ITS WITH YOU". I SAID "OKAY, MA'AM, HAVE A GREAT DAY AND ENDED THE CALL.

  SHE CALLED BACK AGAIN AND I DID NOT ANSWER.

  I CALLED MY RM TO INFORM HIM OF THE SITUATION AND HAVE BEEN FORWARDING ALL EMAILS SHE SENT TO HIM AND WILL LET HIM HANDLE THE SITUATION GOING FORWARD.
  

   

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