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Business Profile

Storage Units

Secure Self Storage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Storage Units.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:01/02/2025

    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.
    Our family has been renting Unit 2109 from Secure Self Storage since December 2023. Everything was fine, until my mom's visit on October 18th where she noticed everything was out of place and disorganized. At this point we knew something was wrong. I advised my mom to close it again, and approach management to report. When we approached management, we were advised to go back and take further inspection. That is when we realized items were indeed stolen. Items were vintage designer bags, jewelry and optical frames. We filed an incident report for insurance claim, where the Property Manager said it will be escalated from there. Didn't hear from them until my recent reach out Dec 30th of this year - and now they are claiming too much time has passed and it will just be considered lost of goods. Between the incident report and today - no formal communication has been done by their management. Hoping you could provide guidance on this matter.

    Business Response

    Date: 01/13/2025

    Thank you for reaching out regarding the burglary  claim. As part of our standard claims process, we require receipts or proof of purchase for the items listed in the claim. Unfortunately, we have not yet received the necessary documentation to substantiate the missing items, which prevents us from moving forward with the claim. We have communicated this requirement to *** ********* on several occasions, but as we have not received the requested receipts, we are unable to process the claim at this time. Due to the lack of cooperation and the time from which claim was made, we must consider this claim closed. There is no further action that can be taken on our part.

    Customer Answer

    Date: 01/16/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    The Business's claim that they've communicated the requirement on several occasions is false. After sending the email complaint to the business, and getting their response, I asked for them to provide proof that they requested further documentation from us. I did not receive a reply despite following-up twice.

    On November 8th, the Property Manager had called me , explaining that they've dealt with the police report. After the call, I've also asked for documentation, and did not receive any response.

    Attached on a zip file are the following:?

    IMG_8999.MOV - Video of us going to our unit after my Mom reported it to the office management?

    IMG_9001.PNG & IMG_9002.PNG - Gift-wrapped goods stored in our storage that was opened?
    IMG_9005.PNG - Property Manager's Calling Card?

    IMG_0085.PNG - My Call Log showing Property Manager's Call from Nov 8th?

    IMG_0084.PNG - Nov 8th message, with me asking for documentation - no response /acknowledgement to my ask??
    Screenshot 2025-01-15 at 6.19.48?PM --- Following-up to my original complaint, with no response

     

    Google Drive Link also here: ************************************************************************************

      

    In order for the BBB to appropriately process your response, you MUST answer the question above.

     

     


    Sincerely,

    ******* *********




     

    Business Response

    Date: 02/04/2025

    As part of our standard claims process, we require receipts or proof of purchase for the items listed in the claim. Unfortunately, we have not yet received the necessary documentation to substantiate the missing items, which prevents us from moving forward with the claim. We have communicated this requirement to *** ********* on several occasions, but as we have not received the requested receipts, we are unable to process the claim at this time.

Secure Self Storage is NOT a BBB Accredited Business.

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