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:09/04/2024

  Type:Product 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.

  Hello, I've been a customer of ********************** in *******, ****** (**) since January 26th 2024. My contract states my monthly rent would be $79.50, plus the Tenant Protection Plan of $12.00 for three months. After three months, my rent would be $159.00 per month, plus the $12 Tenant Protection Plan, equating to $171.00. This was the case until June 16th, 2024 which reflected a new monthly price of $259.00, plus the $12 Tenant Protection Plan, equating to $271.00. I called SecureSpace multiple times to speak to a representative about this increase, but no one returned my calls. When I inquired (in person) with **** on July 6th he told me about the price increase, saying that I'd received an email from SecureSpace, and a postcard notifying me of this change. I never received an email, nor did I receive a post card. No one called either. I followed up my conversation with **** via email on July 7th and July 8th, and never received a response. Additionally, SecureSpace began to deduct the monthly rent from my account, without my consent. When I called SecureSpace's **************** (at corporate) to speak with someone, they immediately said they couldn't do anything about a price increase, even though I hadn't said anything about the reason why I was calling. They jumped to conclusions. The representative I spoke to is *****. Only as of this morning (9/4) did I receive a response from the Maspeth branch. When I told them how unsatisfied I've been, and that I would be terminating my lease, the response was: "We're very sorry to hear that we do appreciate your business thank you have a great day." This is terrible customer service. The delay in communicating with me is not acceptable. Nor is it okay to withdraw funds without a client's consent. I am requesting a refund from Secure Space of $220 which is the amount they have overcharged me for the past three months. Thank you,********

  Business Response

  Date: 10/04/2024

  We are sorry that ******** ******* had to contact BBB and express her unhappiness with our policy and procedure when it came to her rental increase and how she expressed that she was never contacted or when she spoke with a couple of our representatives that she felt that she was not being heard or attended to.  We value not one but all of our renters in our facility in *******, ****** , ** Location.  
  
  To first address her dissatisfaction with rental increases. I do want to explain on behalf of our company, Secure Space Self Storage located in **************, ** that at the initial renting stage of our storage facility, we do verbally let our new customers know that from time to time, they may experience a rental increase based on increases in operational cost of maintaining the property as well as utility pricing increases.  We express this verbally and they also initial and sign a Lease that states this.

  By our policy when increases do occur, yes we mail out a notification and we also generate an email and send this to our customers.  Unfortunate circumstances occur and i am in agreement that sometimes, customers either do not see our mailings or even miss our emails.  This does happen but it is on the Lease that we have to notify them within 30 days.  When and if this does occur, we gladly postpone the increase just to satisfy our customers and begin the increase after an additional 30 days.

  I will have to disagree that on occasions, as she mentioned, that no one addressed her concern with the increase because on her account it has been noted several times that she was notified and spoken to about her increase on May 29, 2024 and subsequently on : July 6, 2024, and her rental rate increased was even adjusted from said ****** down to ****** per month to help ease the burden of her increased amount. 

  Under our Lease which she has signed and initialed, it clearly states that increases  do occur.  She also verbally agreed at the initial rental that she is okay placing a card on file to be used to automatically to deduct the monthly rental and Protection Plan that is incurred. We never deliberately just withdraw funds from any ones account without their permission. 

  As you can see, when she experienced a rental increase, we did address it with her with the call center and also the team members in the office to explain why she experienced an increase but i am going to assume that she was not happy with the increase at all.  We do not find justice in an unhappy customer but there are times when increases are a necessity just to sustain our business and not necessary just for profit. 

  We properly notified her and if she felt like she was not notified, we addressed it upon her speaking with **** in the store and we moved forward to even lower her rental increase.  

  As sorry as we are that she is unhappy with our policy and how she felt like it was handled, i can say that we abided by the procedure, notated her accounts to make sure that her rental process experience was fair. 

   

  I have to add that we do not owe her any monies whatsoever. Increases are a part of the Storage Industry business. We tried to help her by decreasing the rental increase, however, the choice of moving out and vacating was hers. 

  Thank you for allowing us to explain ourselves .......... and hope this helps clarify the situation.  *********** F ( District Store Coordinator) Secure Space Self Storage

   

   

   

   

• Initial Complaint

  Date:08/31/2023

  Type:Customer Service 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 have a Unit at SecureSpace Self Storage Maspeth **. Unit ****. Tenant # ******.I have been a customer for a little over 1 year. My monthly rate was $189 plus $10 for the Tenant Protection Plan. All of a sudden, on August 4th, 2023 I noticed that I was charged $274 total. That day I immediately called the locationand they advised that they were not sure why the rate increased and would have to send an email to the **************** and would get back to me thesame day. Hours go by and no call. So I call them back and the rep says they still have no response and will call meSaturday(the next day). Saturday, I get a call that there is no response yet. A few days go by, still no response. Tuesday I call the location, no answer. I called again a few hours later, no answer. Wednesday, I drive to the location and speak to an employee there. He also says he doesn'tknow what the reason was for the increase. I ask for a Manager, the manager is standing next to the employee and says "I'm themanager, but I just started here 2 days ago and don'tknow anything yet". I asked the employee, where is the old employee I used to deal with when I opened the unit, and he said he doesn'twork here anymore. I asked for the Assistant Manager that I used to deal with, he told me, he doesn'twork at this location anymore. So I asked, what am I supposed to do? No one can give me a reasonwhy there was an increase. No one advised me that there was an increase coming. No one can help and take the increase away. WHAT AM I SUPPOSED TO DO HERE? Would you prefer I close my UNit and leave? Would you prefer I cancel my credit card and dispute the charge? I visited a different Storage place close by and they were so **************** focused and a pleasure to work with! Unlike this location. I would like someone from the corporate team to give me a call and get this resolved and handled. Please reach out to me ASAP.