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:07/22/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  I have been an consumer and storage unit holder for approximately 5 years with Secure Care Storage. I was behind 2 payments. I received correspondence via email about the late payments. I called the site manager, *****, to set a date I would pay the late fees and storage amounts. I was then told I had a lien placed on my storage unit and owed lien fees and had to purchase a new lock from secure care storage. All adding up to $234. My storage unit was only $42 a month. ***** stated I was more than welcome to call her superiors, if I had further issues. I proceeded to complain to her, I never received the correspondence about these actions of a storage unit increase, late fees, a lien fee and a new lock fee. ***** stated she didnt have an updated address, therefore she did not have to send emails if the address was not current. She also stated it is solely up to the site manager as to further actions, rather to waive late fees or not, and her choice was to take the back road. I paid the lien fees, late fees and storage fees, totaling $199. I did not have the lock fee of $35. I asked could i send a family member to replace the lock because of my disability. ***** stated I could not and she gave me a customer service number to make a complaint, that number doesnt work. My current storage fee was due on the 19th of July and the lock fee, is what was stated in an email today, without any other notices, it states its my final notice and my belongings will be auctioned in 14 days. ***** the site manager has not offered consistency with proper business practices and then double talks about the policies she enforces.. I paid all of the lien fees and I only owe the current fees. I am given a final notice, with no previous notices. This is issues I am having with the business practices of inconsistency via ***** the site manager located in Palmdale, Ca.