Reviews

This security self storage made my experience with Penske truck rental very stressful and hard. To be exact...it's an employee named "Kenya". Kenya was very disrespectful, rude and unprofessional. She was not helpful nor understanding, she was cursing at me, she called me names and she even invited a male figure into the store to try to intimidate me. I was called a F***** A**, I was called a ***** and I was also being laughed at. I felt like I was being bullied the whole time. Pens and paper were being tossed to me for me to sign, I was being yelled at. The experience was horrible and I have never been talked to the way Kenya was talking to me that day. I've made a complaint with the manager and I also made a complaint with ******. I was actually on the phone with ****** while Kenya was talking to me unprofessionally and they have it in their notes. Everything is also on camera, so I'm not falsely accusing Kenya of this unacceptable behavior. The goal of my situation was just to figure out a miscommunication and NOBODY from this location was helpful. I spoke to *******, who did diffuse the situation, but my situation never got solved and I was bullied that day just because Kenya had an attitude and felt because she is the site or on duty manager, she can treat people any type of way. If Corporate, ****** or anybody above her, seen or heard the way she was treating and talking to me, I guarantee that she wouldn't have a job there. I'm having to take my complaint further than just the store, because sometimes managers and supervisors have a relationship and they tend to stick with each other, so I'm going above and beyond to make sure that someone in the upper office knows that they have an employee like "Kenya" who abuses her position, curses at her customers, yells out offensive words and even bringing in outsiders to intimidate Penske and/or security self storage customers. (The intimidation act is clearly on camera) I will not come back to this location at all.

A recent BBB complaint was submitted, by a customer, regarding an employee (site manager) that we have with Security Self Storage. The claim was that our employee delivered unsatisfactory customer service in their interaction. Our goal is to provide a positive customer experience in every interaction, so accusations such as this are very alarming and items we look to rectify, if evidence supports this behavior. We have looked deeper into this interaction and received additional input from various other sources to try and piece together this situation. In a review of our camera footage, there is no presence of any tossing of various items and there is no evidence of yelling on our employees part as the complaint claims. Admittedly, our cameras only show video with no sound, so we looked into these claims further. Based on conversations with the site manager and the supervisor noted in the complaint, issues started over the customer returning a rental truck with the gas not on Full where the customer disputed this based on an incorrect method of determining if a truck has a full tank of gas. The site manager claimed this is when the customer started to get upset with the interaction. On top of this, the truck was returned late to our facility which resulted in additional fees to the customer. (I must mention that both of these issues are based on our truck rental company (Penske) contract with the customer and not policy of ******************** We also looked into this male figure which was mentioned. This turns out to be the husband of our employee, picking her up from work at the end of her shift. Additionally, the supervisor mentioned in this complaint did speak to this customer but also overheard him talking to our site manager before discussions with the customer. Our supervisor heard our employee ask for the customer to come inside to finish some paperwork which was answered by the customer with, Im on the phone with Penske little girl, Ill be in when Im done! The supervisor of the site manager in question AND a second employee working the site (who was present for some of the interaction) noted no disrespectful language from our site manager. That second employee only saw the customer being disrespectful to our employee. It is worth noting that in order to get Penskes input into the situation (in order to attempt to provide a positive experience), we reached out to them to ensure our decisions regarding to charge for gas and the late check in were correct, where they agreed. Based on video evidence, and 3 of our employees who had some level of involvement with the interaction, any disrespect was only witnessed/heard coming from this customer alone and it sounds like a situation where the customer did not adhere to the policy of ****** and may have been upset due to additional charges. We have no evidence of our employee performing any egregious acts, but we do have evidence of the customer being the aggressor in this interaction which contradicts items in this BBB complaint. It goes without saying, we dispute the claims set forth in this BBB complaint.If there are additional questions or issues, let us know.

I have been a customer for over 10 years at this same ******************** facility. They have always taken out monthly fee from auto pay. They took out my monthly auto for July 2024 on July 1st of $100.00. On July 3, 2024 I contacteda the office to let them know that I removed my boat and they are to cancel my account. I requsted a rebate for the 28 days I would not be there or no future need. They are refusing my request for a rebate hung up. I find this very unreasonable to be treated as such for ******* who has been a customer for over 10 years and never missed a paymentt.

This will serve as a response to the complaint that ******************************* recently filed against our company (Security Self Storage). ****************** was a tenant with our company for quite some time, and we do appreciate his long term patronage with our company. We hate that we lost him as a customer but at the same time, we always hope to be kept in mind if storage needs arise in the future. Based on his complaint, I'm sure this will be a factor if that time does come, but we do want to be sure to thoroughly explain ourselves as it pertains to his specific complaint, for what it's worth. His summary of the occurrence appears accurate. He notified us of moving out a couple of days after his due date. On page 7 of his signed lease, under Automatic Payment Authorization, it states "I understand that I am responsible for contacting Security Self Storage to cancel the automatic charge to my card prior to the above day." (The "above day" is specified in the document as meaning his due date.) It goes on to say that, "there will be no rent refunds if I fail to give advance notice of cancellation." This type of language is standard for the self storage industry in this area and is similar to language possibly seen in other rental agreements/leases where ample notice is needed prior to being vacated (apartments leases, etc). We do appreciate ********************** concerns and if this explanation wasn't clear when he moved out, hopefully this will at least help to better understand certain items included in ********************** complaint. If there are further concerns or questions on this matter, please do not hesitate to contact us.

I am a former coworker and I was hire by ******************* the supervisor at ************* in ****** ** and also fired by her because this lady asked me do I do cocaine on Friday ,because she wanted us to hang out after work, I told her I don't do that and remind you she said I was fired because of dress code but she knew the day i was working that i didnt have no more black pants because it ripped we spoke face to face on my 3 day working could i wait until i get my check since i won't get my check until the End of the month, she said okayyyy that was fine so I thought everything was okay after that until I came back to work and I was told after clocking in and walking the property while ***** and ****** was inside the office talking, mind you she already made up in her mind what she was going to do. It's alot I have seen working at this company that the supervisors doesn't care as long as they are getting high on the property, they be adding charges on people accounts and lying about it. ciera stay talking negative about other supervisor's and the company and be smoking weed and Snorking that white s*** in her nose ?? but mad because I told her only crackheads do that...... like dam I even went over her head *********** said he would get back with me so he can investigate the situation but clearly it was a lie haven't heard anything from that man and I have been texting him since April 2nd 2024. No response I even asked for the owner name and number because I feel because it's a family business they different should know what's going on inside their business but NO supervisor will give me either and I been trying to figure out their names and number. I was truly Discriminated for NOT wanting to do drugs. I just don't understand how ciera still working there

We would like to formally dispute the accusations brought up by this BBB review. Security Self Storage takes any and all **************** seriously and the behavior mentioned would never be condoned by our company or any other company for that matter. The parties mentioned in this review have been brought in for discussions where they confirmed that these accusations are unequivocally false. Both parties mentioned in this review have been with Security Self Storage for at least 5 years and we have nothing but positive things to say about both. The behavior mentioned in this review is completely out of character in either case. They have never had any occurrences mentioned from other employees or customers even remotely resembling this behavior. To go further, the person who wrote this review did not make it out of the initial 10 day training period. The reviewer was here for 9 days in total. Of those 9 days, the reviewer was documented as being tardy on 3 days, and called out of work 2 times; either being late or not coming to work over 50% of the days scheduled. It is also documented that there was a conversation about attire but, in this instance, we did not look into that issue further since attendance is more important in our eyes. Additionally, the day after this person was let go, a text was sent by this reviewer that essentially stated if she was going to get terminated, she was going to do whatever she can to get one of the parties mentioned terminated. This is documented. We find it very convenient that the reviewer was not forthcoming with the items mentioned that we have documented.The reviewer has attempted to contact us where we consider this issue complete. If she continues to contact us, essentially wasting our/her time, we may pursue other avenues. To go a step further, the parties mentioned in this review are completely appalled at the accusations brought before them and may discuss what options could be available since it is reasonable that these claims could be viewed as slander. I hope this explains this situation better where this appears to be a person who was hurt due to their termination but obviously not willing to take responsibility for issues that make that person an improper fit as an employee with our company.