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:03/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My mother B**** A**** rented storage unit #*** for over ten years from this business. She past away in December 2022. January 2023 I got a text on my mothers phone stating that we had been locked out for none payment. I contacted the business in attempts to make arrangements to pay and under the assumption that a payment had been made by my step fathers daughter after she took him in. I have been trying collect money to handle my mothers remain and in a financial burden due to covid-19 and a recent divorce. The manager fail to accommodate or assist in anyway and scheduled to auction off my mothers unit today 3/15/2023. I offered to pay what I could but was refused saying anything less than full payment would not be accepted. I only wish to clean out the unit a gather precious items and even get a smaller unit there to avoid moving cost. I was denied any consideration for the circumstances and came from San Diego willing to find a solution.

  Business Response

  Date: 03/24/2023

  B**** A**** passed away according to ******** A**** the account had gone 34+ days past due and was scheduled to go to auction on 3/15, ******** had called various times asking if he can make a partial payment. I had to explain to him that per our SecureCare policy any unit that is over 34+ days past due will go to auction and payment must be made in full and in cash, no exceptions. He got upset because according toto him i was not helping him, i did explain that it wasn't that i didn't want to help him out, it's the SecurCare's policy and there was nothing i could do. he finally came in on 3/16/2023 and asked to make a payment i let him know that i would help him out after speaking to my Area Manager Heahter, i told him he can either make a 2/3 months payment which the total would be $1,058.30 that was including all fee that had been charged and he won't have access until the reminder of the balance was taken care of, or he can take a move out deal he would pay 75% of what is owed on the account and he would have 1 week to move the entire unit out. i gave him until Friday 03/24/2023 and explained that if he does not follow up with either deal by said date unit will go thru to auction and he will have to pay the full amount. He said he understood and that he would be in on 3/24/2023 to make a payment.