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:11/27/2023

  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.

  Theft or loss of property from establishment from employees or other. Mike ******* said he was going to handle the matter and he never did. I bought a storage unit in April for around $110.00 a month online. I went to the storage unit and my unit **** was already occupied. I went to the office and spoke to Marsha *** and she said pick out another storage and let her know the unit number. I came back to let her know I'll take ****. The one right next door. She said she will jot it down and put it in the system. I came back later that week and put my items in storage with a lock on it. May I still had my items and some of June. July or August is when my items were stolen. I came August 20th to find my lock removed and all my items gone in my unit. I went to the office and asked what was going on and that when everyone was acting clueless. This business would not respond no more to my text or calls. I need help trying to get a resolution or I'm forced to sue this company. But this company is wrong for not giving me an explanation or resolving the issue. I've been going through this nightmare for 3 going on 4 months with these individuals. I even called corporate and I was supposed to get a call back the next day. I never did so I called back left a message with corporate and now they are ignoring me after I explain what happened. Securcare self storage are frauds thieves and totally a dishonest business/ corporation.

  Business Response

  Date: 12/21/2023

  This letter is in response to complaint #******** whereby the complainant alleges misconduct/service issues against the respondent. The complainant  can provide no evidence to substantiate these erroneous claims. Constant communication, (both by telephone and text message)were kept with the complainant.  As a good faith effort to rectify this matter, the complainant was fully refunded any/all fees relative to the rental of the storage unit in question. If you have any further questions or concerns, please contact me at the earliest convenience. Thank you.

  Very Truly Yours,

  Michael ** ********

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****
  
  
  
  
   

• Initial Complaint

  Date:10/20/2022

  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.

  The elevator has been out of service for over a year, and now the owners are saying it will be out indefinitely and that the elevator was just a courtesy. I didn't see that in their advertisement nor was it told to me when I was renting this unit or I would not have rented a unit on the second floor. Now I have to figure out how to get my heavy items from the second floor.

  Business Response

  Date: 11/01/2022

  The complainant is correct, the elevator has been out for over a year. We have had eight different companies out to look at it and none will even attempt the repair, stating possible liability issues. Yes, it is a huge inconvenience, but access to an elevator is not a stated lease requirement; it is a courtesy.