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Business Profile

Storage Units

Securcare Self Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My contract with this business says very clearly that I can make a payment by check. I called to give them my ACH/check over the phone and they denied me the ability to pay my full balance telling me that I have to come in with a paper check. The contract does not say that anywhere and I cannot physically bring them a check because my account does not have checks. Nobody even uses paper checks anymore. They are scheduled to take an adverse action against my property and they are preventing me from stopping it with a full payment as stated in my contract with them.

    Business Response

    Date: 12/07/2023

    In response to the the complaint from this tenant. The customer called in to our customer care line on 11/27/2023 trying to make a payment over the phone via ACH, the rep on the call informed them that check payments must be made in the office/physical location. The tenant then called in to the store location that the store at on 11/27/2023 2 hours later and tried to make a ACH payment over the phone again, after being told that check payments need to be made in store. The Store Manager informed the customer that we can only accept physical checks for check payments. The tenant then requested to speak with a corporate officer and that is when the Area Manager contacted the customer and informed them that the only forms of payment our system allows is physical checks, credit card, debit card, cash, money order, or cashiers checks. The tenant then sent correspondent to the **************** and that is when the ******* Manager reached out to the tenant and then again informed them of the forms of payment we accept via our system physical checks, cash, credit cards, debit cards, money order, cashiers checks. The tenant has made two previous **** card payments with us since renting the unit in August of 2023. We are always willing to accept all forms of payments our system allows.  

    By definition from the ************************************ an ACH is an electronic fund transfer made between banks and credit unions across what is called the Automated Clearing House network. ACH is used for all kinds of fund transfer transactions, including direct deposit of paychecks and monthly debits for routine payments. The tenant is not requesting to set up ACH for routine payment they are asking to make a one time payment via ACH and by definition that an ACH payment is not set for.

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