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:10/05/2023

  Type:Service or Repair 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 started with ****** Storage in May 2017, and throughout their ownership I did not have any issues. But then SecurCare Storage took over in 2022 and the rate started increasing and then I discovered that there were rodents in my unit. When I discovered the rodents, I moved out of the facility. I spoke on a couple occasions to the Management and the manager told me that she was aware of the issue and that she had sent many emails to corporate, and tried to get them to do something but they would not. She also told me that ******************** that they had was not doing his job and so other tenants had also complained. There was another Manager from another property there too and he also expressed his issues with corporate about how they won't respond. I left the unit the end of May 2023 and took my lock off. When I was leaving the Manager went down to the unit with me and was in awe about how bad the infestation was. I signed a form releasing some of the damaged items to them, and the Manager signed too (I have pics and other evidence. However, they kept sending me lien notices and it drove me crazy, I have good credit and I don't want anything public about me owing them when I don't. They slandered and defamed my name in the newspaper.I went to the storage office about the emails and texts regarding the unit going to auction and the manager told me that there was nothing that she could do because I did not owe anything, that it was corporate that ordered her to do it and that I would have to ************ out. So even though I don't owe anything they were still going to defame me in the newspaper, and they did just that. I referenced the document that we signed and she said that a few days later ( after we signed it) they changed the rule regarding the form. She agreed that I was not being treated properly but stated that it was not her it was corporate. I was concerned about my name being damaged from the ad in the paper and she said it was nothing she could do, and there was nothing that I could do because I did not owe, and had signed the form releasing the damaged items to them.I received a call from the Regional Manager who pretended that the pest control company was doing their job, suggested that I use my insurance and stated that he would get me a copy of the pest control schedule. He was unaware of what his Managers had told me and I did not tell him. Nor have I ever heard from him again.I sent them a demand letter for $19000 in June for the damage and expressed that that was not all of the damage. I also sent pictures, even had pictures of dead rats. But to date I have heard nothing, but I just keep getting lien notices. Now. I will not accept $19000, because they damaged my name.On 8-3-2023, I went to the storage and the Manager said that she knows that I should not have a lien, and that we signed a form to relinquish the unit. She said that she is aware that the previous Manager never sent out new agreements because she did not want to upset her tenants. She said that I do not owe anything and yes they published the lien in the paper twice (i found it). I asked how can they expect me to be held to a contract that they never sent, she said, "I know", its just what I have to do because corporate says so. I told the Manager that there was no way for me to rectify this lien issue and that's not right, and she agreed and said that I have to just go through the process. Both Managers agreed that it was not fair but said that it was how corporate did things. I should not be forced the humiliation of my name in a paper for non paying with no way to rectify it to avoid it. I have worked hard to keep my credit on track. I have been through h*** and back, and I struggle to keep my stuff good, so I feel some type of way about all of this.I am so stressed about this putting my name in a paper saying that I haven't paid my bills. I'm embarrassed, and this is weighing heavy. I have everything documented. Was A066

  Customer Answer

  Date: 10/05/2023

  I am looking for compensation for my damaged items, as well as compensation for intentionally slandering my name. Securcare Management informed me that there was nothing they could do, but slander my name in the paper because I did not owe money and corporate instructed them to complete the process. Although the emails said contact them to work things out, when I did on multiple occasions, Management said their hands were tied. I had signed a release for some of the damaged items, and I did not owe a bill, of which the document that the Manager and I signed reflects. I was on auto pay until I moved out. I had no balance, no lock on the unit, and had walked through the unit with the Manager. I was slandered for no reason.

• Initial Complaint

  Date:10/05/2023

  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.

  I have had a storage unit for over 3 years. It started out with a company called ***** and ******* Storage however, it was bought out over a year ago by ********** Storage. I had a deposit of $20 with the old company and when I terminated my rental a couple of days before the end of the month they informed me that they don't prorate. I understand not prorating the rent but I feel that I am *********** my security deposit as the unit was completely cleaned out and swiped when I left it.

  Business Response

  Date: 10/21/2023

  I spoke with ************,  refund has been summitted and should received his deposit by November 1, 2023. 

  Customer Answer

  Date: 10/23/2023

   
  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,
  
  ***********************