Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is regarding a storage unit bill that was paid and had a double payment for two separate months in which the storage unit and management place did not honor, arise, or except it forward for two months of credit in which I had to file a bank claim in which when the storage unit got the claim, they added to chargeback fees and as well as the month of March added to this and which also March 1 was paid and they did not honor this so this place is crooked and have a system electronic payment system that is not showing timestamps as it is being paid for work. I have spoken to the operations manager in which he is disrespectful. His name is ****. He is not honoring or crediting my account , he is very negative disrespectful and needs to be talked to this storage place owns 3 in the city of Redlands, Highland and Bloomington, ***** ***** *** *** *** Redlands, CA 92373 This is the actual storage unit address. I have also spoke to the manager there her name is Shelley in which she is not honoring or understanding as well so pretty much they’re saying all man’s for himself in which I paid two payments for December and which only one payment was due as well as February I made two payments, and which only one was due so there is two payments that I had a claim for with my bank because they would not refunded or honor the extra payments forward.

  Business Response

  Date: 03/31/2023

  Hello Mr. ******* *******, in review of your statement to BBB, you rent not at our Bloomington location located at ***** ****** ****** ************ ** *****, but at our Redlands location at ***** ***** *** *** ********* ** *****. After reviewing your complaint, we have been emailing back and forth about your storage account, On 3/9/23, you processed with your bank two chargebacks stating that the payment you made online was fraudulent, when this was received by office, since your bank takes the funds back, your paid thru date was rolled back since the payments became void. You were mailed a notice about this, we also reached out to you via email providing the chargeback notice we received and copy of your ledger showing the payment you originally made and then charged back. The payments that you made online were made by you and pre-paid your account, this information was emailed to you at the time of payment. Whenever a payment is returned (such as a chargeback) you are charged a returned payment fee, this fee is now apart of the total due on your account. If you have any questions, you can reach our operations manager **** ***** at ************ or ******************. Thank You

  Customer Answer

  Date: 03/31/2023

   I am rejecting this response because:

  
  I’m unhappy with the service given because I’m the one who took the initiative and bigger person to call my bank and ask that they cancel my claim in with then I contacted ****** to ask how we can move forward with this issue, as I’d like to continue renting with Secure Storage, so the 2 Charge backs where I paid double rent for two months and not having move forward or credits to my account from you guys, so I did have the rite to get my funds back, so now the bank returns the money so my paid thru date should be May— start up with payment in June, 

  
  

  Also I’d like to know why I’m in able to pay via debit card like Iv been, I’m not  unresponsible customer, also I’m disabled in wheelchair so I’d like an accommodation to be able to continue services to pay via debit as I’m unable to drive to the location and make payments, 

  
  

  I’d like this to be reasonable,