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:11/03/2024

  Type:Service or Repair 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.

  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 also emptied two baskets of my hair supplies and left the baskets. I wonder if their fingerprints may be on baskets. Baskets are medium size, one gray and one white.

  Business Response

  Date: 11/04/2024

  We are sorry that this happened to you and believe in doing our very best to safeguard your items. One way we do this is by being 100%insurance compliant company whether you choose your own homeowners/renters insurance or the company we provide ****. We advise all customers to contact the police to obtain a case number so that they can investigate the case and provide updates on your case. An insurance claim is to be filed by our tenants to the insurance company. In dealing with ****, an insurance agent will contact you with their decision of reimbursement of loss equaling the chosen amount selected during rental. If you have any further questions or concerns, you may reach out to the store for the Area Manager or Regional Manager contact information and we will be happy to assist further. 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22508744
  
  I am rejecting this response because: Ive contacted the SecurCare Self Storage on ************. (**********, **) through the BBB, as the ****************** (**********, **) location was not listed. I explained the matter in a form that allows me to maintain emotional control and remain civil. Im not calling anyone from the company. I would like a refund of last month of storage paid from SecurCare Self Storage College Rd. location. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/21/2024

  Again we apologize for any inconvenience you've been caused due to theft. It's unfortunate but we were unable to find any evidence to pin point the perpetrator. We have reversed your last months rent per your request. Happy to assist if there is anything else needed. 

  Customer Answer

  Date: 11/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/08/2024

  Type:Product 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 was my first month at SecurCare, *********************************************************************************************************** 9/20/24 accessed my unit , my unit was burglarized, many items vandalized and stolen . Boxes cut open , items damaged 9/20/24 no one was in the office 9/21/24 still no one in the front office to handle my issue 9/22/24 still no one in the front office to handle my issue 9/23/24 still no one in the front office to handle my issue 9/24/24 no one in the office to handle my issue 9/25/25 I finally get a answer from the Female team member in the office , she was very rude to me , lied to me , and would not give me any emails or phone number to contact corporate for assistance. I am requesting the location at ************************************************************************************************************* To be investigated I do not see this address coming up in your data base I am requesting a refund for the month of August and September. Thank you very much

  Business Response

  Date: 10/23/2024

  Please allow this letter to serve as SecurCare Self Storages response to the September 27, 2024, BBB Complaint (ID #********* filed by ****** ******* regarding the SecurCare facility #**** located at ********************************************. In response to the complaint, an investigation was conducted, and the following is a summary of the investigation.
   
  Customer satisfaction is at the forefront of our business, and we take these matters seriously.  Here is the timeline of events that will address the concerns listed in the complaint: 
  September 20, 2024, Ms. ******* called to advise us that she believed her storage unit number 0949 had been broken into. She advised also that she wanted to increase her insurance coverage from $2000 to $5000. 
  September 21, 2024, Ms. ******* called in asking to speak with the Property Manager who was on a lunch break. 
  September 23, 2024, Ms. ******* called in asking for access to the security cameras. She asked for a refund and wanted to vacate the unit. She was advised her concern would be addressed as quickly as possible. 
  September 24, 2024, Ms. ******* called in and was advised that we do not have cameras located in the hallways where her unit door is located, she was advised to file a police report and to file a claim with her tenant insurance company. ******* was asked if her lock had been cut or broken and she advised no, it had not. (Photos were taken of the lock which was intact and showed no signs of tampering see attached.)
  September 28, 2024, Ms. ******* came into the office demanding camera footage, and she was advised that we can provide that information to the police department if they request it. She again demanded a refund; she was advised her request is being reviewed. 
   
  Ms. Poiriers Allegations in BBB Complaint ID # ********
  From review of the BBB Complaint (ID #*********, it appears that Ms. ******* allegations fall into one of two categories: (1) She could not find anyone at the front office to assist her with her issue; and (2) She feels she is entitled to a refund due to an alleged burglary at her unit. SecurCare Self Storages response to each allegation is as follows: 
  1. Ms. ******* was unable to locate a store employee when she visited the front office on several occasions. 
  At all our facilities, we strive to provide excellent service. Due to the nature of our business, our employees are often occupied assisting other customers outside of the front office or patrolling the property to ensure everyone's safety and security. We understand that this can lead to delays in assistance, and we are continually working to improve our customer service availability.
  2. Ms. ******* feels she is entitled to a refund due to the alleged burglary of her storage unit.
  There is no evidence of a break in at unit 0949. To SecurCares knowledge, the lock was intact after the burglary, and there were no signs of tampering. Despite this, Ms. ******* was advised to file a police report and file a claim with the insurance company; as of this date, we are unaware that either of those things have been done. If there is a police report that SecurCare Self Storage can review, a copy of that report would be most welcome.
  Additionally, our rental agreements are based on a month-to-month contract, which is standard across the self-storage industry (see attached). This agreement contains explicit language that disclaims that no bailment is created by the Agreement. Specifically, Section 8 of our lease agreement states: 
  Operator Not Liable for Any Losses. No bailment is created by this Agreement. Operator is not a warehouseman engaged in the business of storing goods for hire. The exclusive care, custody, and control of any and all personal property stored in the rented space shall remain vested in the ********, and all property stored within or on the space by Occupant or located at the facility by anyone shall be stored at Occupant's sole risk. Occupant must take whatever steps he/she deems necessary to safeguard what is at the facility or in or on the space. Occupant shall assume full responsibility for who has the keys and access to the space. Occupant acknowledges that video cameras may be non-operational or unmonitored, and that access control devices may be unmonitored and may occasionally malfunction. Operator and Operator's affiliates, agents, and employees shall not be liable to Occupant for any: Damage or loss to any personal property stored in or brought on, or about the Property arising from any cause including, but not limited to, theft, fire, smoke, water and flood, mold, mildew, mysterious disappearance, explosions, vandalism, insects, rodents, malfunction of elevators, utilities, alarm, video, gate, or sprinkler systems, Acts of God or the active or passive acts, omissions or negligence of Operator or operator's agents or employees. It is agreed by the Occupant that this provision is a bargained for condition of the Agreement that was used in determining the amount of monthly rent to be charged and without which the Operator would not have entered into this Agreement.
  

  
  

• Initial Complaint

  Date:03/27/2024

  Type:Order 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.

  I rented a unit from this facility on ************* which had access hours from 6:00 a.m. to 10:00 p.m. according to their website so the first day I show up at 7:00 in the morning and there's a makeshift note on the gate that says 9:00 a.m. to 6:00 p.m. or 9:00 a.m. to 6:00 p.m. or the hours temporary hours then I go there the next day and at 4:30 they tell me I have 4 minutes to get out of there and they padlock the gate shut so you don't have access to your stuff at all the woman does not show up on Sunday at all to open the gate so it's also closed on Sunday for the last 3 days they've been closed and I have not had access to any of my things I finally I called the corporate number and the woman just acted nonchalant about it just like whatever the lady on the phone told me the access hours were from 9:00 until 5:00 but then the general manager told me it was from 9:00 until 4:30 and the website says 6:00 a.m. to 10:00 p.m. I said the office hours do not apply to me I just need my access hours to my possessions that are on your property and nowhere on the website to the state that they're not close open on Wednesday they're not open on Sunday and the woman just shows up whenever she wants and then the they send somebody who doesn't even work there to bang on your storage unit door to tell you you have 4 minutes to get out that's reeks of marijuana and who's going to pay to move all my stuff again who's going to pay to rent a truck to do all this because they signed a contract and they're in breach of their contract and I should be compensated my money back for my unit the money I had to pay for the rental truck the moving of everything the people I had to hire to move the stuff not to mention all the money that I've lost all these days that they've been closed that I have no idea about because that's not what's in their contract that I signed

  Business Response

  Date: 04/16/2024

  Please allow this letter to serve as SecurCare Self Storages response to the March 27, 2024, BBB Complaint ID #******** filed by ***************** regarding the SecurCare facility located at *************************************************************. Our company takes such matters seriously, and SecurCare immediately investigated the concerns involving a discrepancy between the hours of operation shown on the company website and the hours of operation currently in place at the facility.
  
  SecurCare Self Storage remains committed to providing its customers with a safe and pleasant storage experience. To improve the safety and security of our tenants,this facility recently implemented changes to the hours of operation.  These new hours of operation were previously communicated via special notice to our existing tenants and signs for the new hours are prominently posted throughout the facility. However, I acknowledge that these changes were not properly reflected on our website.  As a result of this investigation, we have updated our website to reflect the new hours of operation.
  
  For future reference, the hours of operation at this facility are from 9 am to 4:30 pm Monday, Tuesday, Thursday, Friday & Saturday. The facility is closed on Wednesday and Sunday.
  
  We apologize for the inconvenience this may have caused you. Your first month rental was already free as part of our promotion for new tenants. For the inconvenience of this hour change, we are refunding your rental charge in the amount of $29.00. While we believe that this response addresses all issues referenced in the complaint, should you have any questions, I can be reached at ************ or via email at ********************.
  

  Very truly yours,
  
  ********************************, Esq.
  Corporate Counsel

• Initial Complaint

  Date:08/14/2023

  Type:Product 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.

  On 12/08/22, I rented a storage unit online with the ******, ** location. I moved into the unit on 12/15/22. I was enrolled in autopay and thought no more about the unit. June 8, 2023: I realized at 2:00A one morning that i hadnt seen any debits from my checking for the storage unit. Panicked, I immediately try to pay online, but my ability to do so had been revoked. I called my local storage, to leave a msg in hopes Id be the first callback. I called again around 9:15a and left another message. On 6/10/23, I called again - no response, no callback. So I drove 30 min to the office to speak with someone in person ,but the office is closed at 2:00p in the afternoon. From the parking lot, I called the main CS line where I spoke with someone and resolved the acct. I also updated my card on file for future payments.Apparently, email notices were going to my spam box. This all occurred because I lost and replaced my debit card. COMPLETELY my fault. 8/8/23: A 2nd lien alert notice from SecurCare is in my email. I checked my credit card to find $0 charged since my last incident (my card balance remains at $0 btw). I called and left a msg that night and the next morning. I even called CS and received no answer. Per usual, no return call!!! So on Saturday I take another 30 min drive to this place, and theyre CLOSED! This time with a note on the door. I called the main CS line and the person informed me that the lock on my unit had been cut 2 days prior and was listed for auction. After explaining my situation, she attempted to gaslight me and make this my fault. I explained to her that I had not received any calls, texts, emails prior to the lien notice but she informed me these are auto generated. She also proceeded to tell me there was a manager on site: LIES! She placed me on hold for over 10 min to reach said mgr and had no success. She gave me a different phone # to call (which I did, to no avail). Allegedly, I will receive a call within 72 hrs from an area mgr.

  Business Response

  Date: 08/14/2023

  Our Area Manager has been in contact with **************** and worked with her on getting her account current and out of auction status. A follow up call today with **************** confirmed that everything for her account has been resolved and taken care of.

  Customer Answer

  Date: 08/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Gray was exceptional; he listened patiently and was a breath of fresh air in getting this resolved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/22/2023

  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.

  RE: SecurCare Customer Complaint Ticket #***** (Customer: *************************** Unit ****** have contacted SecurCare's customer service office over six times in an attempt to resolve an urgent issue since late May 2023 without a satisfactory solution. To summarize the above ticket, I rented a self storage unit (J-86) at the SecurCare located at ******************************************************************** on 5/8/22 and moved out on 11/7/22 after thoroughly cleaning the unit, removing my lock and physically notifying the office attendant that I completed my Move-out. I thought the office attendant would have made detail notes on my account for accountability purposes, but it appears that didn't occur based on my recent inquiries. Meanwhile, my Navy Federal checking account ending in **** was being charged by SecurCare's autopay system for the following dates and amounts after I moved out on 11/7/22: 11/10/22 ($116.90), 12/12/22 ($116.90), 1/10/23 ($132.00), 2/10/23 ($132.00), 3/10/23 ($132.00), and 4/10/23 ($135.00). Therefore, I am requesting an immediate refund to my aforementioned Navy Federal account ending in **** in the amount of $764.80 for the months deducted from my bank for storage unit (J-86) that I didn't rent from 11/8/22- June 2023. As of the date of this correspondence, SecurCare has only credited/refunded the months of May and June 2023 after I raised the unlawful issue. I have provided the attached photo of the empty storage unit after it was cleaned with the door up and no lock on 10/26/22. Thanks!

  Business Response

  Date: 06/22/2023

  We have submitted the refund requested by the tenant and have been in contact with them to let them know the status.

  Customer Answer

  Date: 06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising 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.

  I am renting a storage unit from the Secure Storage facility located in *********************** was aware I was behind on payment for the unit but when going to the website found I was unable to pay because they had restricted my ability to pay online. With this knowledge, I tried calling the facility itself to which I got absolutely no response. When unable to get them on the phone I went there and found the facility closed even though it was supposed to have been open. When that didnt work I finally called corporate (I believe) and got a link to pay my ****. It was during this time that I got a lien notice on my unit after already paying. When I went to check on my unit today I found the sites lock on my unit and my lock cut off and thrown into my unitunder no circumstances do I see a reason for my unit to be opened to throw a now unusable lock into it. When you cut off a lock you put another one on without opening it.

  Business Response

  Date: 08/02/2022

  Regional Manager reached out to tenant to discuss delinquency and auction process/steps. Tenant was advised that employees do not enter storage units. During the auction process, the tenant lock is cut in the presence of a witness (dual verification). The door is opened and photos are taken from outside of the storage unit for the auction listing, with tenant's cut lock placed inside. The door is then shut, with a company lock and auction seal installed. Tenant brought account current and Regional Manager reimbursed the cost for a new tenant lock as a one-time goodwill gesture.