SecureSpace Self Storage Surprise — Local services in Surprise

After storing my RV at this location for 3 months I get a notification that they are raising my rate form $214.00 to $314 per month! SERIOUSLY?

In their email they state “ providing top-quality storage solutions, we periodically review and adjust our pricing to align with industry standards, and ensure the continuous enhancement of our facilities and services. This change ensures that we can maintain the high standard of service you expect from us. They claim that by raising the price by $100 after three months will make our RV Storage experience better, including ongoing maintenance, and upgrades to their facilities”.

In regards to their email, I have questions, what type of enhancement to your facilities and services are you providing? Yes, you have an RV wash station which we have to pay for you have air and water available which we have to pay for. We are not allowed to throw garbage in the dumpster. The electrical outlets in the bays are zip tied closed so we can’t use electricity, so again, my question is what enhancements to your services are you providing?? It’s no wonder that’s your RV parking lot is at least 3/4 empty people don’t like the bait and switch. A smart business person would charge A reasonable price of for example $175 a month and maintain that for at least a year. Now I’ve never been to business school but when you keep trying to gouge the customers you do have and drive them off wouldn’t it make more sense to charge again a reasonable amount and possibly fill up all your parking spaces? Again I’ve never been to business school but having 120 full spots at $175. Seems like it would make a lot more money than 3/4 of your parking space is being empty and collecting zero dollars. Please feel free To reach out and tell me how and what this extra hundred dollars a month is doing to provide an enhanced experience and better services, it’s a parking space! You don’t have to do anything to it and if you don’t allow us to use anything around there where are these so-called enhancements and services you say you are providing. Again The problem here if you over charge so therefore your facility since 3/4 empty. Charge a reasonable amount and fill that facility up and you will make money. It’s not brain surgery.

OK… So after posting my review, I get a response probably from some AI generated bot, saying that they understand how frustrating unexpected rate increases can be, well, here’s a solution make them known to the customer like, for example an annual increase not every 4 to 6 month increase. You say it’s frustrating, especially when the value of services doesn’t feel aligned, what services are you speaking of? A parking spot? Which requires a little to no maintenance other than a parking lot sweep every now and then, they’re not inside units. They’re not air-conditioned sooooo? It also states that my concerns will be directed to the appropriate team, who is this appropriate team that you speak of?? I know that is not the people working at the site, I’m pretty sure that they have no control on your pricing structure. The young lady I believe her name is Kim has always been very nice and helpful and a great representative for your business, I’m sure she’d get an earful from upset people about these ridiculous rate increases you can’t raise prices every 4 to 6 months and expect people to be OK with that! Treat people right, charge a reasonable rate and hold it for a year then have a rate increase that’s reasonable. I’m sad. I have to say this again but you will make more money with a phone lot at a reasonable rate than over charging and having customers angry and move out all to align with these so-called industry standards. Your lot is half to 3/4 empty, does anyone on the board or at your corporate office? Think about why that is? Again I know why… You get people in at one rate then keep raising it till it’s unaffordable. Yes it’s...

Probably one of the WORST storage units we’ve dealt with thus far. Not too long after moving our stuff in we noticed the ac wasn’t working properly. Called to try and address the issue, customer service wouldn’t talk to me saying I wasn’t on the account, even though I am. Fast forward to recently, we noticed the ac is STILL not working (it’s been well over a month now). My husband went in to talk to the employees about it and also had questions regarding the rent increase. When he tried to have a civil conversation with them when one of the ladies Carry got all combative and aggressive towards him. He remained calmed and advised them he would be recording this conversation. They proceeded to tell him he’s not allowed to do it and he’s not the account holder so they were refusing to disclose ANY information even though he’s on the account with me. Went back and forth claiming they don’t have a supervisor for him to speak with, but all the sudden they do. He then proceeds to tell him he doesn’t handle guest relation issues but has a team that does but still would not answer any questions as to how he can get ahold of a supervisor there. Jessica steps in, (apparently another supervisor)stating in the leases terms they claim they can’t guarantee there will be ac even though that’s one thing they advertise. She got combative and aggressive towards him for asking public information, saying it’s none of his business and proceeds to kick him out all bc he was just trying to ask simple questions they should be able to answer. They had the door locked the entire time and when he asked them to open it she walked past nudging him in the shoulder. Overall their customer service is absolutely horrible. Don’t you dare go in asking general questions they should be able to provide bc they only become super aggressive, try to claim your harassing them when they are really harassing you and threaten to call the police. And if you want a unit with ac, this place definitely isn’t it. Go spend your...

If I could give negative stars I would. We rented with this place for 8-9 months. Never once did I complain about the random up charges with no notifications or the mice droppings in my storage unit. Along with spiders, roaches, etc. I understood this was a desert and things happen, paid 150$ a month never late.

They happily prorate your amount when coming in but when leaving they don’t even consider it. I posted my 30 day notice that we no longer needed storage. Put an email saying our final day. Clean it out and I made the mistake of leaving the lock on. I know dumb move but I called first thing on the 1st that I was charged “call center” was so nice said it happens all the time just wait for the manager to reach out to you they can cut the lock.

By the 3rd still nothing so I called again same thing “call center” was super nice reiterated that it happens all the time refund should NOT be a problem. Informed me to just go on down take the lock out and talk to Jessica.

Well when I arrived Jessica informed me she had just sent me an email with pictures showing the lock was in place. I apologized I told her this was my first time and I assumed there was some kind of master key. Longer story shorter, she told me it’s my fault their hands out tied.

I asked if I could pay a prorated amount for the 3 days hell I’d even pay for just the week and get a partial refund, $150 is a lot for a mom of 3. She lacked compassion and just didn’t care. They don’t do it, they won’t help you. No corporate number to contact. I would SCREAM from the rooftops if I could not to use this place. I called around and asked other storage facilities what they would do in this situation they all said they’d refund it or give me the prorated amount. Shame on you guys.

I’m sure that unit is rented and they collected someone else PRORATED amount and my $150 for the month as well. I’m so sad and disappointed in the handlings of...