Security Self Storage, Inc

Complaint against Security self storage climate control unit mold on my items after 3 months in climate control unit. I moved my items into a climate control unit 07/12 at Security Self Storage. Upon a visit to retrieve personal items Oct 10 I found mold growing on items. Monday 10/11 I contacted the facility and spoke to a [redacted] asked her how this could happen in a climate control unit she said she was new and would have to call the manager. The manager contacted me a week after and said I needed to contact my renters insurance. I contacted my renters insurance 10/19 said they don't cover it because it was fine before I put items in storage, and I need to file a complain with there insurance. I have been running through hoops with this company. [redacted] and [redacted] the operations manager then said well you did not get the insurance we offered you so sorry it's on you. I informed them I did not because it only covers a leak in the unit and before I rented the unit I asked did they have issues with a leak and they said no. They then said well I signed a contract and in the contract storage facilities are not liable for anything that happens in my unit, including mold or climate, or humidity. When I asked for my signed contract [redacted] the operations manager said they could not produce it. And later I found out they never got me to sign the contact but has charged me monthly, they never got me to fill out anything but issued me a unit and have taken a series of 4 payments of $396.00 auto draft from my checking account plus admin fee $25.00. The website advertise "Climate controlled storage provides extra protection against temperature and humidity fluctuations. We recommend climate controlled units for long term storage of household items." They accused me of moving my items in the rain, said my items were wet. When I clearly did not and I have witnesses and pulled the weather almanac as record. I set-up an appointment with the Operations manager 10/26 and she and I did a walk through of my unit she confirmed there was not a leak which then discredited the fact that having the overly priced insurance they offered would have covered what was going on in the unit. From there she told me I need to get my items out of the unit and should move it to another unit. She said she felt bad and she could offer me 1/2 a months rent if I moved my items to another unit within there facility. My main concern was trying to see if my items was treatable and if they could help with cost if treatable.They offered no help and said they are at no fault but have tried to get me to sign a new contract to agree to this. They emailed the contract and then called to say can you please sign your contract. I've talked to several cleaning companies and storage facilities and they said something sound shady with there unit they sold you. I've decided to move my items from the facility due to false accusations of damaging my own property and lack of customer service.I asked for reduction of 1 month she said no only good if you transfer to another unit here. (Clearly admitting to some fault of you offer me something) People pay good money to secure there items and we are not protected at all and no fault to company? Now I have to throw away my furniture and move. I'm now looking at another facility and the manager at the new facility was more helpful with the matter. Help!!! I've tried to resolve the issue with the company but they will not provide me with there insurance information or help with anything. I asked if they could provide me with company's they recommend that could look at my furniture. I asked if they could discount my rate? I contacted my insurance company. I've contacted cleaning company's for mold but the fee is to expensive. I've contacted other storage units and they were shocked that happened in a climate control unit. Now I'm just throwing my items away and moving what I can salvage to a new facility. I'm working on a claim with the attorney general. I called legal aid of NC and they have giving me some advice. Now I'm contacting you.Desired SettlementCompensation or replacement, or repair of my items and refund of a monthsstorage and compensation for cost of moving expenses. Also for futureclients they should remove all claims and advertisement of protection ofitems in climate control units unless there is a disclaimer visible for theconsumer.

Complaint[redacted],the manager at this Security Self Storage location,is a crook and is going to make this company look bad. I owed $58 in late charges because [redacted] would not let me make a rental payment over the phone. My online account was also blocked so I could not make a payment that way either. Because of this, I had to immediately make a payment by money order which ended up making my payment late by a day or so. She has now reconstrued all of my payment history to make it look like I was late making payments and now Security Self Storage's computer is making me pay even more money because of the way [redacted] has put the figures in.As far as I am concerned, I don't owe them any money until my next rent is due. I have all needed documents to support my claim.I will be looking forward to hearing from you. Thank you for your time in this matter.[redacted]Product_Or_Service: Rental of $157 a month.Account_Number: Unit [redacted]Desired SettlementI would like for an honest person to be in charge of managing clients affairs at the Tryon Rd address. I want my credit back to a good standing and a statement to show it has been done so. Plus, an apology from [redacted] and the company stating that she was wrong in doing what she has done. I would also like to seek punitive damages of $500 or more, to also be included in the settlement.Business Response Security Self Storage prides itself on providing exceptional customer service. We regret when any customer has a less than satisfactory experience at any of our facilities or with any of our staff. We would like to defend our store manager mentioned in the original complaint, as she has been and remains to be, an exceptional employee. Following an internal investigation, it was determined that the store manager at the time in question followed company policy and did not prevent this tenant from making a payment over the phone, nor was the tenant's online access to their account blocked. This tenant's account had not shown a $0 balance since 7/18/2013 due to various legitimate fees that the tenant was aware of. Security Self Storage showed great patience in allowing this tenant to take over a year to get their account paid in full on 11/26/2014. As clearly stated in Security Self Storage's Rental Agreement, partial payments do not prevent the application of any fees. In addition, it is company policy that we do not accept partial payments over the phone without approval from upper management. It was noted in our internal investigation that this tenant contacted our store manager after fees had already been added to their account. The store manager did not cause fees to add to the account. As highlighted in Security Self Storage's Rental Agreement: "If payment is not received by close of business (5:30pm) on the 5th day following your due date (i.e. 5 days late), your account will become delinquent and a late fee of 15% of your monthly rent will automatically be charged." Security Self Storage has a signed Rental Agreement on file for this tenant, as well as detailed documentation of all transactions posted to the tenant's account. These transactions include: waiving of multiple fees as a customer service gesture, application of multiple late fees, and finally a detailed payment history.

Payment made on January 9, 2016 for storage unit Jan 12-April 11. Unit was vacated on March 4. Company refuses full refund for Mar 12 - April 11. entered agreement to rent storage unitJan 9, 2016 paid several months in advance as is normally done. Paid Jan 12 through April 11, 2016March 1, 2016 requested to move to a larger climate control unit at that site. The facility did not have one availableMarch 1, 2016 requested procedures for releasing the current unit. I really needed a larger unit for storing additional personal property of my mother during the short time I would be in Durham. Since I was from another state and came with the intention of upgrading rather than terminating my business with them, I did not have any written instructions with me regarding releasing the unit. The office workers told me to leave the unit clean and leave the door completely up. Then the walk through person would know that the unit was released and available. March 3, 2016 Notified local office that I definitely would be releasing the unit, validated the instructions and inquired about refundMARCH 3, 2016 Company told me that they normally do not give refunds but since I had paid in advance for the following month, I would get the refund and it would be mailed to me.March 4/5, 2016 I moved out following instructions provided by office attendant. I notified office attendant that I had followed their instructions and had officially released the unit and was again reassured that my refund would be mailed to me._______ I receivced a refund less than 100%. It was for ______ Several calls were made to the Durham Office and escalated to the Corporate Office ([redacted]). I was told that the contract contains a no refund clause and indicated that they were kind enough to give me a 50% refund. (I actually received more than 50%) Since my contract did not indicate no refund for advance payments, I asked for the clause. [redacted] called me back and said it was item #13. After reading item #13, I called [redacted] back and shared that this clause refers to abandonment. Thus it does not address my case. The referenced clause states "13. ABANDONMENT:This agreement shall automatically terminate if Occupant abandons the space(s). Occupant shall have abandoned the space if Occupant has removed Occupant's locking device from the space and IS NOT current in all obligations hereunder. Rent paid for the month in which Occupant moves out early shall not be refunded. Abandonment shall allow the Lessor to remove all content from the Space for disposal. Occupant hereby waives and releases any claims or actions against Lessor for disposal of personal property resulting from Occupant's abandonment."I did not and have not requested a refund for the days in March (March 6 -11) that I did not use. I am asking for a full refund for March 12 - April 11 that were paid for in advance and not used. Therefore, the company owes me an additional $Desired SettlementApril 11, 2015: Entered into agreement with Security Storage to rent a unit for 109.00 monthly, plus $9.00 insurance monthly. This was a climate controlled unit #340.Paid the rent on time until released that included, making several advance payments.January 9, 2016: Paid rent for January 12 through April 11, 2016.March 1, 2016: Requested to transfer to a larger climate controlled unit. The facility did not have one available, but said they would place me on a waiting list. I explained that I needed to place more of my mother's items in storage during the short time I would be in Durham and may be unable to wait for one to become available.March 2, 2016 I notified the office staff that I would be releasing the unit that I was using. I asked them for instructions to release the unit. (Since I am from another state and did not come with the intention of dissolving a relationship with the facility, I did not have documents providing such instructions.)I was told that I should leave the vacant unit clean, lock removed and the door completely up. Then the walk-through person would know that the unit is available for rent. At that time, I also inquired about a refund. After my account was reviewed, I was told that they normally do not give refunds, but since I had paid a month in advance, they would refund me for the next month. I also was told that the refund would be mailed to me. On March 5, 2016, I implemented the move-out instructions given by the office staff. Minutes later, I went to the office and notified them that I had released the unit and confirmed that I would receive a refund for the completely unused month.Later during the month, I received a refund of $63.50. I had anticipated receiving $118.00.On March 23, 2016, I called the facility where I had had the unit. [redacted] told me that Corporate made the decision to give me 50% of the storage fee plus the $9.00 insurance cost. This led to my eventual conversation with the Corporate Office.On March 23, 2016, I talked with [redacted] from the Corporate Office. She stated that the contract indicates no refunds. The implication seemed to be that their kindness got me the 50%. When I asked for the clause, she said she would have to look it up and get back to me. [redacted] called me back and referenced Item 13. This clause reads"13. ABANDONMENT: This agreement shall automatically terminate if Occupant abandons the space(s). Occupant shall have abandoned the space if Occupant has removed Occupant's locking device from the space and IS NOT current in all obligations hereunder. Rent paid for month in which Occupant moves out early shall not be refunded. Abandonment shall allow the Lessor to remove all contents of the Space for disposal. Occupant hereby waives and releases any claims or actions against Lessor for disposal of personal property resulting from Occupant's abandonment."I called [redacted] back and explained that item 13 refers to abandonment and does not address my case. I was current in my rent AND I was not asking for a refund for the remaining days (March 6 - 11, 2016) for the month that I moved out. I was asking for a refund for the following month, March 12 -April 11. These were days that were paid for, in advance, would not and not be used by me, and for which the company had prior notice.Her response was that all they would give me for the month paid in advance was 50%.I am requesting the remainder of the refund due me: $54.50. This would generate a full 100% refund for the unused month.

I had been renting a storage unit from Security Self Storage for about a year. Due to extenuating circumstances I needed to move things out. On August 30, 2016, I removed the last of my personal belongings and advised the attendant I no longer needed the until. On August 25, 2016, they automatically deducted the charges ($130.90) to cover the month of September. When I advised the attendant on August 30th that I had removed everything, I asked the attendant for a refund, since I was no longer using the unit. She advised me that since I did not move things out prior to August 25th, there would be no refund. I've tried sending them an email with my concerns, but I'm not having any luck getting through. It seems like a very unfair business practice, again given the fact that any given individual may not be able to meet their requirements, then they receive a month's worth of fees for not providing a service.Product_Or_Service: Storage UsageDesired SettlementI would just like a full refund of $130.90 for a service I could not and will not be using. My name is [redacted]. I recently filed a complaint against Security Self Storage, seeking reimbursement for a storage unit I had vacated. Security Self Storage had taken my September payment on August 25th, I removed the contents on August 30th. I was requesting a refund from them. I am happy to say that Security Self Storage has refunded me the money. Revdex.com Complaint Case# XXXXXXXX (Ref#XX-XXXXXXX-XXXXXXXX-X-XXX)Thank you for your time.[redacted]