ComplaintsforSecurCare Self Storage

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented a unit from this facility on ************* which had access hours from 6:00 a.m. to 10:00 p.m. according to their website so the first day I show up at 7:00 in the morning and there's a makeshift note on the gate that says 9:00 a.m. to 6:00 p.m. or 9:00 a.m. to 6:00 p.m. or the hours temporary hours then I go there the next day and at 4:30 they tell me I have 4 minutes to get out of there and they padlock the gate shut so you don't have access to your stuff at all the woman does not show up on Sunday at all to open the gate so it's also closed on Sunday for the last 3 days they've been closed and I have not had access to any of my things I finally I called the corporate number and the woman just acted nonchalant about it just like whatever the lady on the phone told me the access hours were from 9:00 until 5:00 but then the general manager told me it was from 9:00 until 4:30 and the website says 6:00 a.m. to 10:00 p.m. I said the office hours do not apply to me I just need my access hours to my possessions that are on your property and nowhere on the website to the state that they're not close open on Wednesday they're not open on Sunday and the woman just shows up whenever she wants and then the they send somebody who doesn't even work there to bang on your storage unit door to tell you you have 4 minutes to get out that's reeks of marijuana and who's going to pay to move all my stuff again who's going to pay to rent a truck to do all this because they signed a contract and they're in breach of their contract and I should be compensated my money back for my unit the money I had to pay for the rental truck the moving of everything the people I had to hire to move the stuff not to mention all the money that I've lost all these days that they've been closed that I have no idea about because that's not what's in their contract that I signed

  Business response

  04/16/2024

  Please allow this letter to serve as SecurCare Self Storages response to the March 27, 2024, BBB Complaint ID #******** filed by ***************** regarding the SecurCare facility located at *************************************************************. Our company takes such matters seriously, and SecurCare immediately investigated the concerns involving a discrepancy between the hours of operation shown on the company website and the hours of operation currently in place at the facility.
  
  SecurCare Self Storage remains committed to providing its customers with a safe and pleasant storage experience. To improve the safety and security of our tenants,this facility recently implemented changes to the hours of operation.  These new hours of operation were previously communicated via special notice to our existing tenants and signs for the new hours are prominently posted throughout the facility. However, I acknowledge that these changes were not properly reflected on our website.  As a result of this investigation, we have updated our website to reflect the new hours of operation.
  
  For future reference, the hours of operation at this facility are from 9 am to 4:30 pm Monday, Tuesday, Thursday, Friday & Saturday. The facility is closed on Wednesday and Sunday.
  
  We apologize for the inconvenience this may have caused you. Your first month rental was already free as part of our promotion for new tenants. For the inconvenience of this hour change, we are refunding your rental charge in the amount of $29.00. While we believe that this response addresses all issues referenced in the complaint, should you have any questions, I can be reached at ************ or via email at ********************.
  

  Very truly yours,
  
  ********************************, Esq.
  Corporate Counsel

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/08/22, I rented a storage unit online with the ******, ** location. I moved into the unit on 12/15/22. I was enrolled in autopay and thought no more about the unit. June 8, 2023: I realized at 2:00A one morning that i hadnt seen any debits from my checking for the storage unit. Panicked, I immediately try to pay online, but my ability to do so had been revoked. I called my local storage, to leave a msg in hopes Id be the first callback. I called again around 9:15a and left another message. On 6/10/23, I called again - no response, no callback. So I drove 30 min to the office to speak with someone in person ,but the office is closed at 2:00p in the afternoon. From the parking lot, I called the main CS line where I spoke with someone and resolved the acct. I also updated my card on file for future payments.Apparently, email notices were going to my spam box. This all occurred because I lost and replaced my debit card. COMPLETELY my fault. 8/8/23: A 2nd lien alert notice from SecurCare is in my email. I checked my credit card to find $0 charged since my last incident (my card balance remains at $0 btw). I called and left a msg that night and the next morning. I even called CS and received no answer. Per usual, no return call!!! So on Saturday I take another 30 min drive to this place, and theyre CLOSED! This time with a note on the door. I called the main CS line and the person informed me that the lock on my unit had been cut 2 days prior and was listed for auction. After explaining my situation, she attempted to gaslight me and make this my fault. I explained to her that I had not received any calls, texts, emails prior to the lien notice but she informed me these are auto generated. She also proceeded to tell me there was a manager on site: LIES! She placed me on hold for over 10 min to reach said mgr and had no success. She gave me a different phone # to call (which I did, to no avail). Allegedly, I will receive a call within 72 hrs from an area mgr.

  Business response

  08/14/2023

  Our Area Manager has been in contact with **************** and worked with her on getting her account current and out of auction status. A follow up call today with **************** confirmed that everything for her account has been resolved and taken care of.

  Customer response

  08/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Gray was exceptional; he listened patiently and was a breath of fresh air in getting this resolved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  RE: SecurCare Customer Complaint Ticket #***** (Customer: *************************** Unit ****** have contacted SecurCare's customer service office over six times in an attempt to resolve an urgent issue since late May 2023 without a satisfactory solution. To summarize the above ticket, I rented a self storage unit (J-86) at the SecurCare located at ******************************************************************** on 5/8/22 and moved out on 11/7/22 after thoroughly cleaning the unit, removing my lock and physically notifying the office attendant that I completed my Move-out. I thought the office attendant would have made detail notes on my account for accountability purposes, but it appears that didn't occur based on my recent inquiries. Meanwhile, my Navy Federal checking account ending in **** was being charged by SecurCare's autopay system for the following dates and amounts after I moved out on 11/7/22: 11/10/22 ($116.90), 12/12/22 ($116.90), 1/10/23 ($132.00), 2/10/23 ($132.00), 3/10/23 ($132.00), and 4/10/23 ($135.00). Therefore, I am requesting an immediate refund to my aforementioned Navy Federal account ending in **** in the amount of $764.80 for the months deducted from my bank for storage unit (J-86) that I didn't rent from 11/8/22- June 2023. As of the date of this correspondence, SecurCare has only credited/refunded the months of May and June 2023 after I raised the unlawful issue. I have provided the attached photo of the empty storage unit after it was cleaned with the door up and no lock on 10/26/22. Thanks!

  Business response

  06/22/2023

  We have submitted the refund requested by the tenant and have been in contact with them to let them know the status.

  Customer response

  06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am renting a storage unit from the Secure Storage facility located in *********************** was aware I was behind on payment for the unit but when going to the website found I was unable to pay because they had restricted my ability to pay online. With this knowledge, I tried calling the facility itself to which I got absolutely no response. When unable to get them on the phone I went there and found the facility closed even though it was supposed to have been open. When that didnt work I finally called corporate (I believe) and got a link to pay my ****. It was during this time that I got a lien notice on my unit after already paying. When I went to check on my unit today I found the sites lock on my unit and my lock cut off and thrown into my unitunder no circumstances do I see a reason for my unit to be opened to throw a now unusable lock into it. When you cut off a lock you put another one on without opening it.

  Business response

  08/02/2022

  Regional Manager reached out to tenant to discuss delinquency and auction process/steps. Tenant was advised that employees do not enter storage units. During the auction process, the tenant lock is cut in the presence of a witness (dual verification). The door is opened and photos are taken from outside of the storage unit for the auction listing, with tenant's cut lock placed inside. The door is then shut, with a company lock and auction seal installed. Tenant brought account current and Regional Manager reimbursed the cost for a new tenant lock as a one-time goodwill gesture. 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I rented a storage unit dated June 3 and had to cancel. Did not use, visit, receive key code or access. I had canceled unit next day. I have made numerous calls to location as well as to corporate for 6 weeks with no resolution as to refund. It was stated that checks would be issued at the end of the month but the complaint wasnt filed until July 7th. I was told that the charges would not be placed back on my card but that I would be mailed a check. Since my bank is located on the east coast I would not be able to cash the check here. But required to mail back to the east coast. I feel this is totally unacceptable. I will never trust or refer this company. I only want my refund asap. Thank you, ***********************.

  Business response

  07/28/2022

  Tenant rented a storage unit on 06.02.22, then notified our *********** on 06.05.22 that she no longer wanted the unit and requested a refund to her credit card. Request was honored and tenant was notified of our manual refund process and advised she would receive a refund check. The refund check was cut on 07.21.22 and mailed to the address provided by tenant: ********************************************.

  Customer response

  08/02/2022

  I have not been at that address since 6/3/22. I had spoken with Securcare storage numerous times and validated the current address numerous times. They have stated they cut and mailed a check to the previous address. You can see how long that has taken. They have only responded due to me contacting BBB

  Thank you so much,

  ************************;

  Business response

  08/16/2022

  Per previous response, tenant was advised of our manual refund process. The refund check was sent to the address on file, which the tenant provided during the rental process. The outstanding refund check has been voided and a new check will be mailed on 8.19.22 to tenant's current address as listed on BBB correspondence.

  Customer response

  08/17/2022

  In regard to the previous email; I received the check from Securcare storage. The amount was not correct. Check amount is not correct: $57.28. Total amount of refund due was $104.00. Im afraid to cash check thinking they will tell me I accepted the less amount and close the case.  
  Thank you so much for your assistance 
  ************************;
  

  
  

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/27, I went in to get the rest of my belongings in my storage unit at this business's ******************* Location and to cancel the storage unit for future use. I spoke with an employee and stated that I was vacating at the end of May and was terminating my unit effective immediately. When leasing a storage unit, I was informed about vacating my storage unit before discontinuing business with them, but was never told I needed to give notice prior to a certain date of the month. It was also not mentioned that if charged for the next month, I wouldn't be compensated back. The autopay charged me for the month of June on 5/26 according to my bank statement. I called the storage unit today (5/28) to request a refund for the false charge, but the company is refusing to refund me. I am seeking fair payments for the services provided and a fair refund for the services no longer needed.

  Business response

  06/08/2022

  Hello, the tenant rented the unit in January of 2022 and would have been emailed a copy of the rental agreement at that time through an electronic signature service.  A copy of the rental agreement is attached to this response. If you will see the third page, item 1, the rental agreement plainly states that if the unit is occupied past the due date the rent for that entire month will be due. The tenant's rental month began on the 24th of the month and ran to the 23rd of the next month. She came into the office to close the account on the 27th of the month. She had occupied the unit for 3 days of her rental month at that time. This is further backed up by gate activity showing that the tenant entered and exited the gate during that time period. It is attached as well. 

   

  Although company policy states that no refund is due we want happy customers and therefore we will be refunding the tenant the $60 in rent she paid. It will come as a check  and can take 4 to 6 weeks to be received.  

   

  If any further information is required please let us know. 

• Initial Complaint

  05/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been locked out of my storage locker multiple times to include the gate code when I have made on time payments since first renting the storage. They are unprofessional. They were supposed to change my payment date and I got confirmation in an email saying so. I want a full months refund.

  Business response

  06/17/2022

  We strive to make sure our tenants are happy in all ways we possibly can. When the tenant made us aware of the issues on 5/28/22 we reached out him and came up with the following solution: We credited the account for the prorated amount due to change the due date as the system requires the difference to be paid when we did this. We also gave the tenant 24 hour access to solve the problem of he not being able to access the unit as he likes. The customer seems satisfied with this solution on 5/28/2022. A copy of the account notes is attached. Please see the notes entered on 5/28/2022. 

*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. ↩