Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I know theft is a risk when renting but I had my storage unit for barely over a month before it was broken into. On Oct 28, 2024, I found my storage unit at SecurCare Self storage on *************. (**********, **) was burglarized. I lost thousands of dollars worth of items. They nearly completely cleaned my unit. I was devastated. The office person of the storage facility told me she thought it happened over the weekend and that 9 or 10 other units had also been broken into. The lock had been pried off the door of my unit. The storage unit is fenced in and has a gate code to enter. The thieves took an entire large garment rack with most of my clothes on it, which tells me someone had to have been driving to take all of what they did. I recently had to purchase new clothes for the winter as they took most of clothes I had for cold weather. I had taken much time to build up a small nest egg for myself of essentials and wants to have when I moved into my new place. Most of that was taken from me in probably a matter of hours. Id like to know what evidence was found on the security tape and an update on the case. Id also like a refund of last month of storage rent paid. The thief dumped my collection of hair supplies from their baskets and left the two baskets. I wonder if their fingerprints are on them.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I spoke with the area manager ****** today about my storage unit, she was extremely rude and unhelpful. I have had a storage here for multiple years with no issues. Upon new management Ive received robo calls, threats to lien my unit and countless late fees. I have requested they remove the late fees or change my due date because of my pay schedule. They were unhelpful

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was renting 2 units from Securecare Self Storage on Kerr Ave Wilmington NC. My account was set up for auto billing. I recently vacated one of the units and called the office to inform them I had vacated. They had already charged my CC for the following month and vacated my unit to rent it to another customer. I requested a refund for the pro-rated rent for my unit since I vacated the unit- they refused stating it was against company policy. I told them that if I was not going to get a refund, I wanted to have access the storage unit I had already paid for. They told me they had already released the unit to be rented by anther customer. I am being charged rent for a unit I do not have access to. I have called customer service several times to complain and speak to a regional manager. they told me someone would call me back to discuss w/in 72 hours. No one ever called me

  Business response

  11/17/2022

  Business Response /* (1000, 11, 2022/08/19) */ ***Document Attached*** I am not sure what this customer is referring to as I did look him up in our system and I am not seeing any payments at all in my system. Consumer Response /* (3000, 13, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) lease and billing under my full legal name ***** *****. - most recent payment was July 25, 2022 Business Response /* (1000, 21, 2022/09/23) */ Hi ****. This email is in regards to *** ***** case number XXXXXXX. In response to the letter that was sent out on September 7, saying the customer is not happy with the results. This issue has been resolved. We are processing a refund check for him however, it can take up to 6 months for it to arrive. There is nothing else we can do on our end. The check has been issued. Any questions, give me a call at XXX-XXX-XXXX option ** Thank you. Attached is the letter for reference.

*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. ↩