Secure Self Storage

Revdex.com:At this time, I have not been contacted by Secure Self Storage regarding complaint ID [redacted] .Sincerely, [redacted]

This complaint about the tenant's light fixture has been resolved

Secure Self Storage located on *** *** is infested with RodentsMy belonging are destroyed and I had to go move what was left to a storage room in the basement and was charged dollars to do so, all my leather shoes were eaten and nowToday my boy friend had to kill two rodents just to get my stuff out now I have to spend more money to find a clean storage unitthis place should be closed down I was told many different storyI can still taste the rat *** in my mouth from inhaling the smell in that storage building

This complaint is the 1st time that the site is being made aware of a theft with *** ***The standard procedures when a theft has taken place is for the tenant to file a police reportThis has not happenedWe believe this claim to be erroneous

Revdex.com:At this time, I have not been contacted by Secure Self Storage regarding complaint ID [redacted].Sincerely,[redacted]

Secure Self Storage located on [redacted] is infested with Rodents. My belonging are destroyed and I had to go move what was left to a storage room in the basement and was charged 19 dollars to do so, all my leather shoes were eaten and now. Today my boy friend had to kill two rodents just to get my stuff out now I have to spend more money to find a clean storage unit. this place should be closed down I was told many different story. I can still taste the rat [redacted] in my mouth from inhaling the smell in that storage building.

Review: My storage unit was infested with rats who ate my papers (including my storage lease), as well as items from my store and home. My greatest loss was a deed for a property that belongs to my wife who has passed away. Now I have to go to Barbados to get a replacement deed and hire a lawyer to do it for me. This is a great expense caused by the rat infestation in my storage unit. I want to be reimbursed for my great losses. As a customer, I feel that the company is responsible for taking care of this matter and resolving the issue. I have contacted the business and they have told me to wait for the insurance company, but refuse to provide more information about the insurance. I have received a letter from the business stating that I cannot file a claim because I must have purchased their Secure Protection Plan, which I was not informed about at the initial time of rental.Desired Settlement: To get compensated for all the inconvenience this situation has brought.

Review: Recently, I was charged a late fee for a charge that was NEVER attempted through their auto payment system on the due date for the month of August. On August [redacted], [redacted] from the Zerega location, contacted me regarding my unit that was put in her system as a delinquent through Autopay. Shortly after, I contacted my credit card company and they stated “... no attempt was made and there is no record of a decline charge. If any charge was made you would receive an alert email that you have setup”. My credit card company is sending me a letter stating there was no decline/charge attempt from their company for the month of August and nothing wrong with my credit card. I returned [redacted]’s call and requested she try again with the same credit card on file that was used in the previous months. The charge went through with no problems. I even received an alert email from my credit card company on August*, 2013 about this charge from the vendor: Zerega Self Storage. Afterwards, I spoke to [redacted], Property Manager/Supervisor of the Zerega location, to get a refund on the late fee since this location never attempted to charge my credit card on the due date. Either an employee forgot to manually charged my credit card or their auto payment system was not working. I was told by the Property Manager that nothing is wrong with their system and all she can do is send an email to corporate but ultimately nothing will be done by her or corporate office. She stated that since Secure Self Storage is a small company the email will probably be redirected back to her and she saw nothing wrong with their payment system. I refuse to believe that a company whichever size has no customer service/billing department that I can’t speak with to resolve this issue. I refuse to believe that one person has a decision over an issue like this… I can't help but feel this is a scam/ploy to make Autopay customers pay more. Unfortunately, because she was not cooperative I added this issue to the Revdex.com and disputed the charge (the charge I requested for them to try with the same card on file) with my credit card company. My issue is how this was handled, unprofessionally. It's a shame this couldn't be resolved by the Property Manager and shame on Corporate in not contacting me at all. I hope consumers have more of an insight of their business practices... Don't do AUTOPAY. Now, I will have to babysit my account with them.Desired Settlement: I want a billing adjustment to my account to not show a late charge or late fee and to adjust the charge made to my credit card. Also, I will like a direct phone number and to be contacted by the corporate office. Currently, no phone number to Corporate office is provided on their website (their email form has proven not to work because I didn't receive a response from Corporate).

Business

Response:

Our auto-payment system is processed electronically. On August [redacted]'s card information was submitted for payment along with several other accounts. [redacted]'s card came back declined. We had other accounts which were processed successfully. If and when a customers card declines we try to contact them to make sure that we get the approval to run the card manually. [redacted] was contacted on 9/*/13 and she did give the approval. However, since her card declined on 8/**/13 she received a late fee on her account.

Business

Response:

To Whom It May Concern:

Review: On April ** and again on April [redacted], I called Secure Self storage during evening hours, at the [redacted] Location to pay my April bill and was told by a representative (“calling center”) that she could not take my payment, as she would need approval from management. Because I was concerned of incurring additional late and unnecessary fees, I waited for a call that never came that day. I called again around 8:00 pm and was told that the supervisor was not available. On the [redacted] of April, I again place a call and was told the same thing that they could not take my payment as it was the end of the month and their system could not take payment. I was upset and demanded to speak to a supervisor which again never called me back. Called again on May * and May * to resolve the issue of April’s payment, as they were now charging me a $100.00 late fee for missing April’s payment.

Several more calls were made to resolve the issue, but no calls were ever returned. I received a statement indicating my unit was up for Auction on May [redacted]. I called several more times, and spoke to [redacted] (the [redacted] at [redacted]) and was told that he would send the [redacted] a message to call me. No call was ever received, issues of April’s payment still not resolved. I sent a complaint through Secure Self Storage Website, to resolve the issue of the $258.00 that they were charging me for missing not only April’s payment, but May as well. I believe I should not have to pay for their ridiculous late fees when I clearly tried to pay my April’s fees, and NO ONE wanted to take my payment. On June [redacted], I received a Notice of Lien Sale that was scheduled for June ** @ 1:00. I called [redacted] again, and was told the same story, that someone will call me back, he was shocked that the issues was never resolved ( mind you he is a [redacted]!). I absolutely refuse to pay for late fees that I did not incur!!!! As a result of Secure Self Storage incompetency and lack of customer service, my items, which have sentimental values, are being auctioned off. . Not only was I not given the opportunity to pay when it was due back in April, but to add insult to injury by not responding to emails, or calls speaks volumes about their company. In all fairness, they should have waived the late fees for May and allow me to pay what I owed in April, not what I incurred as a result of their negligence with their customers. What kind of company, has multiple [redacted]s, who work and get paid, but do nothing to warn that title. The [redacted] ([redacted]) should be fired and their acting [redacted], knows nothing and does nothing but take messages, moreover, their website, is clearly a joke.!!!

I believe they purposely tackle on late fees, by telling their customers when they are paying at the end of the month, that payment cant be accepted, as a way for them to gain control of the items and thus make money selling them. I dont believe their aim is to help their customers but to ROB them blind and when they are most vulnerable. I am unable to make a $300 payment, I am sure, if they had the customers best interest at heart, they would have called me to try to resolve this issue, but instead they added insult to injury by tackling on late fees, and not taking less then what their late fees are.Desired Settlement: I wish for the company to waive any and all late fees, allow me to pay only April's bill, (as I clearly was not at fault at not paying) and allow me to remove my items from their storage facility for good.

Consumer

Response:

At this time, I have not been contacted by Secure Self Storage regarding complaint ID [redacted].Sincerely,[redacted]