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:04/26/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  In October 2024, Safeguard Self Storage at ******************************************* began sending me inconsistent billing statements regarding my unit. On October 3rd, I was billed $788.32; by October 17th, the amount jumped to $1,148.18 without clear explanation. Despite paying regularly and having an emergency contact listed, they failed to notify me properly before auctioning my belongings on November 13, 2024.Safeguard committed to providing secured storage and proper notification, but instead engaged in deceptive billing, violated their own communication policies, and used unethical auction practices. I requested documentation multiple times, was denied access, and had to involve the police just to receive paperwork. The business showed no real effort to resolve the issue instead, after police involvement, they retaliated by banning me from all their locations.This resulted in the loss of over 20 years of military, law enforcement, and personal memorabilia. Safeguards actions demonstrate unfair treatment, lack of transparency, and a clear violation of consumer trust and civil rights protections. I am requesting a formal investigation and appropriate resolution.

  Business Response

  Date: 04/28/2025

  Please refer this complaint to ********************************************************************

  76071659354A4

  Business Response

  Date: 05/06/2025

  Dear Mr. ******************** you for your communication regarding your experience at our *****************************************************. We understand your concerns and regret the distress this situation has caused.
  
  Please allow us to clarify the actions taken regarding your account and how they relate to the applicable legal framework. Under the Florida Self-Storage Facility Act (F.S. ****** ******), storage facilities are legally permitted to enforce a lien on stored property in the event of non-payment. This includes the right to auction the contents of a storage unit following specific notice requirements and timelines outlined in the law.
  
  According to our records:
  Notice of default and intent to sell was sent to the last known address and/or email on file, as required by F.S. 83.806(4).
  The amount due was based on accrued rent and late fees as outlined in the rental agreement you signed upon leasing Unit #****.
  The lien sale was conducted in accordance with F.S. 83.80683.808, which includes proper public advertisement and waiting periods.
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23254765
  

  
  I am rejecting this response because:
  
  While I acknowledge the facility's reference to the Florida Self-Storage Facility Act (F.S. 83.801******), I reject their claim that all proper protocol was followed in regard to the lien sale on my storage unit.
  
  According to F.S. ******, Nothing in this act shall be construed as in any manner impairing or affecting the right of parties to create additional rights, duties, and obligations in and by virtue of a rental agreement. This means that the terms outlined in our rental agreement must be upheld in addition to statutory requirements. They are not to be overridden or dismissed by citing general statute alone.
  
  Specifically, Line 35 of the signed agreement clearly states:
  Emergency Contact Information: Occupant understands and agrees that the Owner may contact the person listed in the event of casualty, break-in, or other emergency or Owners inability to reach Occupant.
  

  And Line 37 affirms:
  Permission to Communicate: Occupant hereby consents to Owner phoning, faxing, emailing, texting, and using social media to communicate with Occupant (including automated calls and texts) for business-related communications, including collection notices.
  
  I was neither contacted via all available methods I consented to nor was my listed emergency contact reached in accordance with the agreement. This lack of full communication constitutes a violation of the written terms that should have preceded any final action on my property.
  
  Furthermore, the documentation I requested to resolve or verify the account was withheld until police were involved, which speaks to the breakdown in professional process. This must be rectified.
  
  Therefore, I reject this response and maintain that the business failed to comply with both state statute and the specific responsibilities agreed upon in the rental contract. Therefore resolution is suffice. 

  Thank you for your response as I look to resolve this further.
  
  Respectfully,
  ****** ******

  Business Response

  Date: 05/20/2025

  I am not the DM of record on this compliant.  Please refer this to **************************************** as requested originally.  

  Have a great day!

   

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair 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 have been renting from this facility since 2021 I have had issues with the excessive fee this facility charges to purposely made it difficult to pay what is owed with deliberate intentions to just sell customers belongings due to hardships and injury and transportation I have paid thousands of dollars in late fees and since being a customer since 2021 this facility never as a courtesy waived a fee which is fine I had an extremely hard past two years being out of work due to injuries and having surgery in January 2025 I tried to get help paying the storage because I had no income the storage was only suppose to discuss December 2024-January 2025 and if they would accept a lien I was unaware the facility was threatened until I receive the letter but the district manager discussed all of history of payment without my permission she never contacted me to make sure if she could discuss anything she made it business to embarrass me discussing the rental history to the attorney saying I was habitually late paying for the storage unit .I went in on February ******* paid $1500 to bring the unit current to remove my items I went into the unit and notice that detergent that was left there without damage was now damaged liquid wasted/spilled into a mattress soaked it and damaged a wooden bed frame I removed all of the detergent and took it home reported it February ******* when back on Sunday February ******* I talked to the manager Sheldo he gave me a hard time about the damages items but eventually made a incident report gave me a copy and said the rest had to be filled out by the district manager i asked sheldo for the rent hhistory he claim his company was down and he would provide it 2/23/25 I contacted safeguard on tuesday to get an update the form was not complete I asked when was the last time I was in the unit he told me 6/16/14 I asked for the insurance he gave I made a claim only to be told I never had insurance I called the store and was yelled at by **

  Business Response

  Date: 02/27/2025

  The customer was in the rears by more than 70 days, which made her go into foreclosure.  The fees were for the auction process which we incur when a customer does not pay for their ********************** unit per the FL Self Storage Lien Laws.  I gave this customer an opportunity to move her stuff out of our building for 50% of her amount owed as she has been late numerous times and help her to avoid losing her items.  She choose to pay to say.  As far as the insurance claim.  It was her detergent in her unit that apparently damaged her items.  An incident report was made and pictures were taken.  The customer was given the Insurance companies information to file accordingly directly with them as they are a 3rd party insurance company we use when a customer does not have their own insurance.  We do not insure customers items, that is up to the customer to do so.  Please let me know if there is any other information that might be helpful.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22999049
  
  I am rejecting this response because: I don't  care about how many day I was behind they received their money they was being money hungry trying to charge /steal money and fees and deleted the insurance wrongfully without my consent or permission and i was never notified the insurance was removed i have had insurance on my belonging since I opened the account with this company now after increasing fees to take advantage of me and other customers I now have damaged items I cannot afford to replace because the adjuster ***** ******* said I don't have insurance and never had insurance  they have collected insurance from me over two years and removed it for February 2025 when I took in a payment when I called to ask why was the insurance removed  and I never removed the insurance  the manager name Oz yelled at me basically telling me to shut up but the district manager is rude and unprofessional I understand why she hire rude and unprofessional people  this issue needs to be corrected this is something the company did possibly knowing the damaged items were they they cut my lock multiple times to look in the unit and the detergent is close to where the locks were cut and it is possible that the cut lock put a hole in the bottle they need to resolve this matter .
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/27/2025

  I do not see why she rejected our response.  

  Business Response

  Date: 02/28/2025

  The lease that Ms ***** signed shows that if a customer does not pay their rent within the first 30 days of when it is due, they will begin the foreclosure process.  Cutting the customer lock is part of this process.  When a customer is more than 5 days late they get a late fee as stated in the rental agreement.  This was explained to Ms ***** and a rental agreement was signed and given to her at the time of her rental.  Ms ***** has been through this lien process multiple times, therefore her lock would be cut and items inventoried per FL Lien Laws.

  If needed, we can provide a copy of the rental agreement.

  Please let us know.