If yes, click here to login.
BBB Accredited Business sinceAdditional Locations
4 of 5 images | See All Images >>
BBB Business Reviews may not be reproduced for sales or promotional purposes.
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Security Self Storage meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Security Self Storage include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. Michel Smith, General Manager
Storage Units - Household & Commercial Boxes - Paper Office Records Stored Truck Rent & Lease Boat Storage Movers Moving Supplies Recreational Vehicles - Storage
Products & Services
Security Self Storage sells the following brand(s): UHAUL
Security Self Storage offers the following product(s): Boxes, Furniture Covers, Mattress Covers, Packing Supplies, UHAUL Truck Rental
Method(s) of PaymentCash, Checks, Money Order, Visa, Mastercard, Discover, American Express
Industry TipsMoving in Ohio, Movers, Q & A from the PUCO Renting a Self-Storage Unit - BBB Tips
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (614) 751-1100(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|7/22/2015||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: We rented a storage unit from Security Self Storage from June 2014 to May 2015 to store the majority of our possessions while we were having a home built. Upon moving out, we noticed that most of our items had been destroyed by rodents. The damage to our possessions is extreme and most items are not salvageable. We were offered no assistance from this business because their contract states they are not liable for any items. Renters insurance also does not cover rodent damage. We were told by management at Security Self Storage that they are not responsible for any damages and that they do their part for pest control by placing traps on the property. We were never instructed upon move in to place additional traps in our unit or that there was a concern with rodents.
We appreciate the opportunity to be able to respond to the complaint from our previous customer. Security Self Storage does everything within our power to make a customer’s storage experience the best that it possibly can be and have been awarded for those efforts by being voted as “Best storage in Central Ohio”. Every unit is alarmed and monitored, cameras record 24 hours a day, we have a manager that lives on site, also have a seamless stainless steel roofs system to eliminate leaks as well as our doors close 1 ½” below floor level to prevent water from running under the door and dampening customer items. Each unit is individually lighted our facility is completely fenced in and paved up to each unit door. We pride ourselves for being in business for over 15 years and having a very minimal number of complaints. It is our opinion that there are some situations that are out of our control and no matter what you do to deter the possibility of an issue, there will be those that we can’t make happy under any circumstances. So, we expect there will be those times when something goes wrong and while we can expect this, we are never happy when a customer walks away unhappy.
We do take every precaution to guard our facilities against rodents and go the extra mile by placing rodent bait stations along our fence lines to deter mice from entering our buildings. Bait is placed in bait stations to draw them to eat from the bait block. Once they have ingested the bait from the bait block, it causes thirst and it causes them to run away from our buildings in search for a water source. While the customer stated that ‘we failed to tell them to place bait in their unit…..” We DO NOT suggest that customers put bait, traps or poison inside of their unit as it actually becomes a draw for the rodents INTO the building. We also suggest NOT storing any kind of food/water in the unit as that will also serve as a means to satisfy their search for food. As you may or may not be aware, mice can enter thru any hole as small as a 1/2” opening, and it is virtually impossible to keep them out of a building with multiple doors, especially if you have a neighboring unit that’s tenant opens / closes their door often. Self -Storage building manufacturers do not provide the ability to construct air-tight units; even your home is susceptible to rodent entry. Of course, if we would get them in our home or garage, we would know about them and take care of it. Unfortunately, in our business we have over 600 units that we do NOT have access into, so its difficult to determine if there is a problem, especially with outside access units.
Over the years any problem that has arisen where mice were involved was caused from a food source in a unit. Although you may not have a recognizable food source or a traditional box of food, sources can come from couch crevices full of food crumbs, kid’s toys or even a highchair with food residue that was not properly cleaned prior to storing. Drive-up outside storage units, like this tenant chose to rent, are naturally more susceptible as you can drive up right to the door. These units are not air-tight and are more prone to dust as well. This is why we suggest covering your furniture before storing, especially when storing items for a long amount of time. We offer a full line of mattress, sofa & furniture covers in our office and offer a discount upon move in on all of these items to help assist those interested in choosing this extra precaution. Unfortunately, the customer chose not to cover their items to take this extra protection and precaution. The customer also chose not to utilize one of the climate- controlled storage units as this type of unit offers an extra layer of protection from the outside elements as they are located inside of a building behind a hallway entry door and yet another pull-up door to the individual unit.
Security Self Storage strives to do everything possible to help protect our customer and their belongings. However, we cannot guard against customers not following suggested guidelines or taking those extra precautions if storing something of great value. The first line of paragraph 5 of our rental agreement clearly states our position on improperly packaged food and perishable goods. (See below.)
5. Use of Premises and Compliance with Law. Occupant shall not store any improperly packaged food or any perishable goods, goods with noxious odors, combustible materials, explosives or other inherently dangerous material, nor perform any welding on the Premises or in the Project. Occupant shall not store any personal property on the Premises which would result in the violation of any law or regulation of any governmental authority and Occupant shall comply with all laws, rules, regulations and ordinances of any and all governmental authorities concerning the Premises or the use thereof. Occupant shall not use the Premises in any manner that will constitute waste, nuisance, or unreasonable annoyance to other occupants in the Project or for human or animal habitation. The Premises may be used for storage only. Occupant agrees not to store property with a total value in excess of $5000.00 without the written permission of the Owner. If such written permission is not obtained, the value of Occupant’s property shall be deemed not to exceed $5000.00. By this agreement, Owner is generally not liable for the loss of Occupant’s property. In the event any competent court of law adjudicates Owner liable for any loss, for any reason, Owner’s liability shall not exceed $5000.00. This provision shall not constitute an admission that Occupant’s property has any value whatsoever. The premises is not appropriate for storage of irreplaceable property such as books, writings, objects which have a special or emotional value to the Occupant and Occupant agrees not to store such types of property in the leased premises. Occupant agrees, at his /her sole expense, to maintain insurance on all property stored in the space with actual cash value coverage against all perils, without exception. Occupant’s failure to maintain such insurance shall be a Default under this agreement and Occupant shall assume risk of loss or damage that would have been covered by such insurance. Owner may (but shall be under no obligation) to provide an electronic entry device for access to the project. Notwithstanding installation of such a device, Owner in no event shall be liable for any damages or injury caused be Occupant’s inability to gain access to, or exit from, the project, whether because of mechanical or electrical failure of the electronic device, or for any other reason.
Problems with Product/Service
Read Complaint Details
Complaint: On July 7, 2014 upon return to the storage facility to place our travel trailed on its assigned parking spot (P012), a vehicle was found parked in that spot blocking our ability to use the contracted and paid parking space. The manager, ***** was contacted and advised of the situation. ***** came out to the site and did not know who's vehicle was blocking the space. After some time, he allegedly contacted a tow company to remove the vehicle, however, came back later and stated that he was not going to tow the vehicle. He advised that the travel trailer be parked off to the side and that I return the next day or later in the week to place the trailer on its assigned parking space. Upon return to the storage lot the following evening, the same vehicle was found to be parked in the space assigned to my travel trailer. ***** was contacted again and after expressing some frustration, advised that I return later in the week to move the travel trailer and that he would provide one month of storage charges as a credit. Upon returning on July 10, the space was cleared and the travel trailer placed on its appropriate spot. A second trip in July was taken the weekend of July 26 and upon return to the storage facility on July 28 a second vehicle belonging to the same individual that owned the prior vehicle was found to be parked on the assigned space for the travel trailer. While reporting the incident to *****, he became frustrated and asked what he was expected to do about the vehicle and stated that he obviously could not meet my needs and advised that I should seek a new location to park my travel trailer, versus addressing the problem at hand. On Thursday July 31, 2014, I took ***** up on his request and submitted a statement in writing that I was honoring his request, however, required a refund for the months of August and September as well as the one month credit that he had offered to remedy the first occurrence. I still have not received any refund or so much as a return phone call.
Desired Settlement: I spoke to one of the owners, *** ********* ***** ********* who advised he would ensure that I get a refund for the three months and apologized for no return call and the situation altogether and advised his check with some of his other managers revealed that they would have had the vehicle towed.I simply want a refund check for the three months.Thank you for any assistance you can provide.
In response to the complaint we received about *** ****** issue as it relates to the accessibility of an assigned parking space, we would like to provide some history of the situation.