SecurCare Self Storage

I am rejecting this response because: I would like to have my original letter to the B B B answeredThere are statements which were made by the assistant manager I would like answeredThese statements are under the heading, "Desired Outcome Description." The conversation with the area manager was prior to the company receiving or evaluating the complaintNot answering my written complaint would show reckless disregard for my time and effortThat would be consistent with the impertinent treatment received on the phone with the assistant manager, including hanging up on meNote: the area manager was very good on the phone

We understand that there are issues that arise from time to time and for that reason the manager accepted a partial payment in JuneThe manager was thanked for trying to help, but the manager also told the customer that this was the only time she could do this as the policy is that we do not accept partial payments, especially if the account is already over days late...which this account is.The area manager is not scheduled to be in the area to cut locks until the week of 08/21/The auction isn't scheduled to take place until October 3, Even if the lock is cut and the unit is processed for auction, a full payment will stop the lien process and the unit will be removed from the pending auctionThe area manager (C [redacted] H***) will be willing to work with the customer and waive the lien fee (and possibly one months late fees of $20) IF the tenant can get the balance caught up no later than October 2,

In July of the office manager accepted a partial payment from the customer after hearing of the difficult time they had fallen onThey were told at that point that while we normally don't accept partial payments, we would as a one time courtesyA month later, they are asking to make yet another partial paymentThe customer as of today, 08/07/17, the tenant is weeks past dueBecause of the South Carolina lien laws, we waive our right to process a unit for auction if we accept a partial payment within a certain timeframeNow that they tenant is eligible for the lien process to begin, we are enforcing our company policy of not accepting partial payments so that we may begin with the lien process later this month

Good Afternoon [redacted] ,I appreciate the opportunity to address and resolve your concerns for you Your concern is definitely justified as there have been maintenance issues with the HVAC unit in your climate controlled hall Each time the unit is found inoperable, our team has worked quickly to schedule repairs Our current policy requires that a team member complete a property check twice daily Each time the HVAC was found inoperable, a service call has been placed and repairs scheduled Previous repairs were due to clogged drain lines, the repairs in July did take almost a week as a new compressor had to be ordered The most recent repair was completely unrelated to any previous repair as the thermostat had to be replaced The unit in your hall is years old and does not warrant replacement at this time as you can see the repair history has not been a consistent issue however the units will be placed on a maintenance service agreement and our team does replace filters monthly to ensure these units are operating at maximum efficiency We will continue to monitor the units and make immediate repairs You spoke with [redacted] back in July and she did offer a service credit - was there something more we could do for you? We appreciate your diligence in reporting concerns as they become apparent to you - please feel free to contact me directly at [redacted] if I can assist you further.Thank You, [redacted] District ManagerSecurCare Self Storage

*** ***, SecurCare has responded to every service issue in a timely manner and will continue to do so. Per your request, should any further issues occur with the HVAC in your hall, we will notify you promptly. Please let me know if I can assist you further.Thanks, *** ***District ManagerSecurCare Self Storage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
I have informed said company that my wife is in need of *** *** and this is why we are behindAfter she recovers she can return to workFor there policy of no parcel payments they have worked with people before to get caught up
Regards,
P*** W***

Initial Business Response /* (1000, 17, 2015/06/29) */
Below is a copy of the (Relief) manager's response pertaining to the incident of the tenant missing property and the question of whether insurance was purchased or notThe tenant did not purchase insurance and not all his property was
missingPlease read below:
*** *** came to the office 4/22/to rent a unit , I told him insurance wasn't necessary if he had renters or owners insurance, he said he would check and get back with us about itas I was doing the rental, I remembered that the unit I was renting had some boxes in the unit that the last tenant had left behindI decided to transfer him to another unit of the same sizeI tried printing the new lease so he can sign it again but the unit number on the lease wasn't changingAfter a few tries I told him the lease wasn't printing the new unit number and that all the information on the lease was exactly the same, the only thing that would change would be the unit number and if he could come in again to sign it and bring the proof of insurance if he had itNext time I saw the tenant he told me his lock wasn't opening with the key he hadI pulled up his account and saw in my notes that he needed to sign the leaseI had him sign the leaseHe asked if we could cut his lock, I told him that we would charge him for the lock cut and that he needed to sign a lock cut formHe said he would try again, I decided to go to the unit to check if he was trying to open the right unit, It was the correct unitI had him sign the lock cut form and decided to do the lock cut at no chargeRemoved the lock and as I was leaving he calls me back and tells me that a portion of his stuff was missing and asked me to lookThere seemed to be something missing off of a cornerI asked him to check with anybody else who had access to the unit that they hadn't gone in there without him knowing, he said only him and his daughter had access and they hadn't been in there since a few days agoSince I had never dealt with a situation like this I called another store and asked what I should doThey told me that the tenant had to call the police so they can make a reportI gave him this informationThe tenant had left to pick up his daughter and I met up with themThe daughter, which I have never met, was very rudely telling me that I had told them that they didn't need insurance, I had never spoken to this person, and that she had spoken to someone already, and started demanding I check the camerasI told her that I didn't know how to check the camerasI told her the site manager would be here tomorrow and that she could check with herThe next week I was there I received a call from *** and asked if we had moved him out of his unit, and I told him we had
*** ***
***

I’m responding to the letter we received in the mail regarding one of our tenants *** *** at the SecurCare Self Storage, *** *** HwylocationI spoke with *** regarding his account and have copied the notes from the tenants account in this emailI was able to have a conversation
with the customer and came to an agreement to put his rate back at the rate he was used to If you have any other questions, please feel free to contact me via email or phone; below Have a great day

Hello,We have been unsuccessful in reaching out to you (as we have left various voicemails), so we can schedule a visit to fix the issue in your fence. Could you...

be so kindly to give us a call at our office, at 281-733-9507, so we can schedule an appointment to have someone come out and fix the problem.Thank you,

Hello, Thank you for fixing the floor; we will be giving you a call to set up and appointment to come and inspect your home.Thank you,

In July of 2017 the office manager accepted a partial payment from the customer after hearing of the difficult time they had fallen on. They were told at that point that while we normally don't accept partial payments, we would as a one time courtesy. A month later, they are asking to make yet...

another partial payment. The customer as of today, 08/07/17, the tenant is 5 weeks past due. Because of the South Carolina lien laws, we waive our right to process a unit for auction if we accept a partial payment within a certain timeframe. Now that they tenant is eligible for the lien process to begin, we are enforcing our company policy of not accepting partial payments so that we may begin with the lien process later this month.

Complaint: [redacted]
I am rejecting this response because:Several statements in your response are incorrect. I was the first person to report 2 of the 3 maintenance issues. Your employees were unaware of the problems on 2 of 3 occasions and in fact in july 2015 argued with me that the unit was functioning perfectly. Clearly they are not checking these units twice daily.  It is unacceptable that a customer discovered the problem rather than the employees if they are, as claimed, checking the unit temperatures twice daily.The history of maintenance problems does in fact show that the same problem with the AC recurred in july 2015 and july 2016. The most recent issue in September 2016 was not related to a previous issue.However, given the same problem occurred in july 2015 and july 2016, clearly an ongoing and recurrent issue exists with this unit.  I believe the industry standard for lifespan of a typical AC unit is 8-10 years, so an 11 yr old unit is in fact overdue to be replaced.I was told by the office manager that SecurCare was unwilling to replace the unit as recommended by the service repairmen.Also, please address the fact that you do not inform your customers when the climate controlled storage is not functioning properly. The climate control was down for 2 weeks in July 2016, yet no one was told. You persist in hoping no one notices the problem, and you refuse to address the underlying issue, which is that the AC unit needs replacement. I will be installing a temperature  monitoring device in my unit and will hold SecurCare accountable for all future defects in climate control. I will certainly be holding SecurCare accountable for any mildew damage incurred to my property as a result of the improperly functioning climate controlled storage. A reputable company would inform its customers of any lapse in climate controlled storage longer than 24 hours in duration and work to permanently resolve the problem rather than "band-aid" the repair so that it breaks down again in 12 months during the hottest part of the year.You have not addressed my concerns regarding the reliability, age, and functionality of this unit or informing customers of maintenance problems.    
Sincerely,
[redacted]

I am rejecting this response because:  I would like to have my original letter to the B B B answered. There are statements which were made by the assistant manager I would like answered. These statements are under the heading, "Desired Outcome Description." The conversation with the area manager was prior to the company receiving or evaluating the complaint. Not answering my written complaint would show reckless disregard for my time and effort. That would be consistent with the impertinent treatment received on the phone with the assistant manager, including hanging up on me. Note: the area manager was very good on the phone.

We understand that there are issues that arise from time to time and for that reason the manager accepted a partial payment in June. The manager was thanked for trying to help, but the manager also told the customer that this was the only time she could do this as the policy is that we do not accept partial payments, especially if the account is already over 30 days late...which this account is.The area manager is not scheduled to be in the area to cut locks until the week of 08/21/17. The auction isn't scheduled to take place until October 3, 2017. Even if the lock is cut and the unit is processed for auction, a full payment will stop the lien process and the unit will be removed from the pending auction. The area manager (C[redacted] H[redacted]) will be willing to work with the customer and waive the lien fee (and possibly one months late fees of $20) IF the tenant can get the balance caught up no later than October 2, 2017.

Complaint: [redacted]
I am rejecting this response because:this response does not address my complaints. Simply stating something that you want to be true does not make it true. SecurCare has not noticed when their AC is down and has relied on their customers to inform them. SecurCare does not inform customers when the climate control is not functioning in their unit even if for an extended period of time. SecurCare refuses to accept responsibility for an HVAC unit with a known history of breaking down, on a predictable basis, with the same problem. Based on the previous 2 years, the HVAC will go out in July 2017 and once again, the exact same problem will be temporarily repaired without addressing the underlying issue--the age of the unit and the fact that it needs a complete and total replacement. Customers will not be told that their units are not climate controlled for 10-14 days at the hottest time of the year.If this pattern of neglect, avoidance, and deception continues after SecurCare has been informed of the problem but refuses to correct it, legal actions will ensue.  
Sincerely,
[redacted]

Good Afternoon [redacted],I appreciate the opportunity to address and resolve your concerns for you.  Your concern is definitely justified as there have been maintenance issues with the HVAC unit in your climate controlled hall.  Each time the unit is found inoperable, our team has worked...

quickly to schedule repairs.  Our current policy requires that a team member complete a property check twice daily.  Each time the HVAC was found inoperable, a service call has been placed and repairs scheduled.  Previous repairs were due to clogged drain lines, the repairs in July did take almost a week as a new compressor had to be ordered.  The most recent repair was completely unrelated to any previous repair as the thermostat had to be replaced.  The unit in your hall is 11 years old and does not warrant replacement at this time as you can see the repair history has not been a consistent issue however the units will be placed on a maintenance service agreement and our team does replace filters monthly to ensure these units are operating at maximum efficiency.  We will continue to monitor the units and make immediate repairs.   You spoke with [redacted] back in July and she did offer a service credit - was there something more we could do for you?  We appreciate your diligence in reporting concerns as they become apparent to you - please feel free to contact me directly at [redacted] if I can assist you further.Thank You,[redacted]District ManagerSecurCare Self Storage

I requested in writing via email that my account be closed on 10-28-2014.The account has not been closed after multiple requests.I requested in writing via email that my account be closed on 10-28-2014.The account has not been closed after multiple requests. Account #[redacted] is still open and the company refuses to close the account stating I have a balance due. I would not have a balance due if they had closed the account on the date of my request. I have copies of all emails, dates and my multiple requests for this account to be closed.Desired SettlementI want this account closed retro active to the date of the original request of 10-28-2014.I want a final receipt showing a $0.00 balance with the date of 10-28-2014 as the termination date of this account.Business Response The said account had a few remaining items in the unit and per our lease unit must be empty and lock removed to terminate the month to month rental. At this time the lease has been terminated as requested by our previous tenant and no monies are due. We appreciate the tenant and apologize for any misunderstandings.