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:06/30/2023

  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.

  Hello! Someone opened a storage unit in my name on June 21st in ************. I was in *** for work and there is no way I would be able to do it myself. I have gotten NO explanation on how this happened. When I called corporate the woman was HORRIBLE and nasty and told me I was wrong and it didn't happen. She then hung up on me when I was trying to figure it out. The manager at the office in ****** finally helped me but I cant understand how a business can call you a liar when your info was stolen. Open a storage unit in my name when I wasn't even in the state and then be nasty, rude and call me a liar. This is wild to me!

  Business Response

  Date: 07/24/2023

  Spoke with ****** about the issue.  Someone rented the unit online.  Once we found out that the person who rented the unit online was not ******, we removed the rental. ****** was happy with the outcome and stated that she was going to close out the complaint with the BBB.  Issue has been resolved.

  Customer Answer

  Date: 07/24/2023

   
  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.

  Happy to close the issue as long as they talk to the woman at corporate  about the way she handled the situation.

  ***** from ************ who I spoke to today was AMAZING and I cant thank her enough for taking the time to call me and speak to me about the situation. ******* percent satisfied with the way she dealt with it. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/17/2022

  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 safeguard storage I became a customer with ********************** due to unsafe storage storage company I rented from for four years my unit was broken into and I didn't feel safe or comfortable paying the bill due several injuries and help issues I was stuck paying two storage units and it financial problems when I was able to pay safeguard I paid them in advance I had two storage units and other expenses and it became difficult I called customer service and asked as a courtesy if they could waive the line and late fees I was told no I went in to pay my bill on 06/01/2022 the manager told me the systems were down and because I missed *** I was trying to pay *** in **** they give a 7 day grace ****** I was going to come back and pay for **** they told me no I had to pay the full two months the systems were down anyway and I had to pay in case because it was over 30 days when actually it was a technical issue on their end is the reason why but I had to pay for two months instead on one causing more hardships because instead of paying for two bills I was now paying three or sometimes four bills I have paid several hundred dollars in fee with safeguard I have called the general manager for months I never get a response I have done all I can do and I do not want a stain on my name or for complaining and being a bad customer but I have paid every fee I just called on September 17,2022 to see what I owe the person that answered the phone had a disgusting attitude when she answered the phone and whenni tried to asked her for a total for the amount owed she rushed me off the phone saying she had a customer as if I am not a paying customer...I don't know ow how long I will be a customer but I will start looking for other storage units to store my personal belongings due to all of the ongoing issues and being ignored .

  Business Response

  Date: 09/26/2022

  I called *************** on the number she left on her BBB compliant on Friday the 23rd,  which is not the number she has on file with us.  I left her a message to return my call, as I tried calling her number we have on file but it states that she is no longer a subscriber, so I was unable to leave a message.  I received a call from the customer to afternoon, but missed her call,s he stated that she never received my call and both numbers work.  I once again, called the number we have on file for her and it once again I got a message stating the customer is no longer a subscriber, so I again called the number she left on the BBB compliant and once again left a message.  I asked the manager to try the number on file, and they also, got the same response I did.  I listened to the recording of the call that she stated that my manager was rude to her and told her that she had a paying customer in front of her.  That is not what was stated, the manager stated she had a customer in front of her and if possible to call back.  This customer is extremely late and has a pattern of being late.  The managers have followed the lien process according to the ** lien laws.  The customer told the manager that she would be in on Friday the 23rd to pay, then stated Sat, but she never paid.  She is now stating she is waiting for money to be transferred.  If is incumbent of all customers to ensure that they update their information with us, which she has not.  We have continued to try to reach out to her via e-mail as well.

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18040226
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  To try and shame me after i explained my financial hardships in the complaint having two storage units ..when i was able to pay early i did several times when the account first was opened. The district manager never answer her calls and just blatantly lied about calling me  bit she responded to the better business bearu i have left an alternative number sevea times when the incident happened when the systems were down and the storage number was in a family members name she never ever returned a call .this is a learning ****** to condone tbe behavior of the manager ******* me off tbe phone after answering it the manager could lie about how she treated me when I called to speak to her regarding the account I accept the fact I had late fees due to hardships but what happened when the systems were down was not my fault a payment couldn't be accepted and the guy told me to come back later trying to force me to pay two months Instead of one but I will soon try to look for a different company to store my belongings Instead a company with a district manager that upholds unprofessional employees and try to shame and embarrass customers 

  Business Response

  Date: 10/03/2022

  After I sent an e-mail to *************** to contact me directly via phone since the number we had on file was no longer working and after leaving messages on the number she provided in her BBB compliant to no avail.  *************** replied back to my e-mail with 2 new phone numbers of which I called.  I  I left  a message on Sept 27th at  ************, and called the other number that she provided and that one rang busy. I have yet to hear back from the ****************  I was informed by my manager that they customer came in on September 30th to make her payment.  If ***** would like to further discuss, she can reach me at ************.  Thanks

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18040226
  
  I am rejecting this response because: at this point I am dealing with health issues and I want my belongings as a customer I feel like this company does not value me as a customer so I pray that I am able to remove my belongings from this storage company have been with this company nearly a year, i will go back to the district manager condoning the behavior of those associates in that store to trying to shame me regarding my payments history this person does not care to speak with me I call she never answers and will never answer her .at this point I don't care she will never call I have left multiple number and she claims she calls me which is a outright lie 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/20/2022

  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 started a rental contract with Safeguard's ************ ** location on 4/24/2021. On 12/3/2021, I reached out to the location about an issue I was experiencing with spiders and received no response to that. I then reached out to the corporate team and it was quite a bit of pomp and circumstance. I was told that "it is common" that I could see spiders given the location of my unit. I finally was able to make arrangements to move all my belongings out this location as of 8/17/2022 and again there were nests of spiders throughout the unit. I had to pay out of pocket to get all the items I removed cleaned and was told from an exterminator, it is a high likelihood that there is a larger nest and he had to remove several larva.On top of that, I reached out the ************ location on 8/20/22 as I had moved out of the unit before the end of the month and I wanted my rent adjusted as it was paid in full. I was basically told no. I had previously moved out and no problem receiving an adjusted rent.

  Business Response

  Date: 08/24/2022

  Regarding claim: #********
  
  We have reviewed the correspondence sent by ****************** and have tried to contact the customer to discuss a resolution. Once we received her initial concern, we offered the customer a transfer to another unit. She declined the offer.  We also had an exterminator come to address her claim and had her unit serviced accordingly.
  
  The difference in fees associated with the two move-out dates she referred to is based on the dates she vacated the spaces.Per the lease, to be eligible for a prorated rent refund the unit must be completely vacated before close of business on the fifth of the month. The customer must notify the Owner that the rented space has been vacated before the close of business on the fifth of the month. Rent is not prorated after the first 5 days of the month.  She vacated her original unit on 6/1/20, which was within the first 5 days of the month. She paid for one days worth of rent.  She vacated her most recent unit on 8/17/22.  Although she moved out on 8/17/22, we are willing to extend a courtesy and issue a refund of $117.97 for the unused days in the month of August. 

   

  Thank you, 

  ************************************************************************************************************************************ | *********
  ************************ 1 & 9
  *********, ** 07201
  phone: ************
      
  email: ********************************************************
  www.safeguardit.com
  [CONFIDENTIALITY AND PRIVACY NOTICE]
  
  Information transmitted by this email is proprietary to Safeguard Storage Properties, LLC and is intended for use only by the individual or entity to which it is addressed, and may contain information that is private, privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient or it appears that this mail has been forwarded to you without proper authority, you are notified that any use or dissemination of this information in any manner is strictly prohibited. In such cases, please delete this mail from your records