Complaints

This profile includes complaints for SecureSpace Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  SecureSpace Management LLC

  2015 Manhattan Beach Blvd Ste 104 Redondo Beach, CA 90278-1230

• 

  SecureSpace Self Storage

  2100 A St Antioch, CA 94509-3719

• 

  SecureSpace Self Storage Titusville, FL

  810 Cheney Hwy Titusville, FL 32780-6961

• 

  SecureSpace Self Storage Camarillo, CA

  5300 Adolfo Rd Camarillo, CA 93012-6786

• 

  SecureSpace Self Storage Palm Harbor, FL

  265 US Alt 19 Palm Harbor, FL 34683

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Securespace in ********** had already had a rent increase and now they raised the rent 50 more dollars.

  Business Response

  Date: 07/07/2025

  There seems to be a misunderstanding in the situation.  ********** entered into a month to month agreement (section one of the attached lease) for self-storage with SecureSpace in 2021.  There hasn't been an increase to Mr. ********* rented unit since October 2024, as reflected in the attached rate and payment history.   However, it is important to note that when a rate increase does occur as per section nineteen of the signed lease, it will be communicated with a 30 (thirty) day written notice from the owner to the occupant.  Rate increases in the self-storage industry are common as operational costs and demand increase.
  
  Thank you, 

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a storage unit at Secure Space self storage in ******** because I was moving out of my old one which I had been there for about 10years. It was just getting a little too expensive and so thats why I got this new one.I purchased the insurance plan when I purchased the unit. A week after being there, my storage gets broken into. The facility calls me on April 3 around 1 pm asking me if I accidentally left my unit open and I said absolutely not, they then tell me they mightve had a break in last night. I asked them. Why are they just now contacting me about this? I asked the manager if they have video footage and if theyve called the police and they told me no that thats my job to call police and make a police report so I did. The manager also told me that the individuals that they have on camera also had a unit at that same facility on my floor and heHe said yes I said well you got the cops and he said no thats your responsibility so I did I called cops so they could come down and make a police report. I said how did they get in they just tried it and I was like I asked you guys if I could put my own locks on when I moved in and you guys told me no and they just my lock and that you guys made me get for $20 they open.had called them immediately after seeing the footage and evicted them. I asked him why he would do that before contacting the police. Ive complied to everything. Theyve asked me to do filled out. All of my paperwork talked to the insurance company, and nothing is getting resolved.

  Business Response

  Date: 06/27/2025

  We are sincerely sorry to hear of this unfortunate incident.  When a unit is discovered without a lock we notify the customer promptly.  In many cases we don't know if the customer may have forgotten to lock the unit or if there could be another situation going on, like a potential theft.  Once we contact the customer it is up to them to determine if they were a victim of theft by investigating their unit, as the site would have no way of knowing if something was missing or not.  If theft is determined then we suggest they contact the police to make a report and then we suggest that they contact either the tenant protection plan they may have signed up with through the office or file a claim on their own insurance.  Once the customer starts a claim with their TPP or insurance then we are out of the process unless the provider reaches out to us to provide further details.  We do not make the decisions whether a claim is accepted or denied, that is up to the provider after they conduct their investigation.  If for some reason the customer has not received any updates from the provider then please let us know and we can reach out on their behalf to see if we can help.    

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 4, 2024 I went to apply for a storage unit at Secure Space. I have a prosthetic limb. Since the storage location was too far for me to walk I cancelled it the same day. I didn't realize that they were still charging me until my bank charged me with an overdraft. I went to the location several times and now I'm feeling ignored!

  Business Response

  Date: 04/16/2025

  We apologize for the situation and a refund is being issued. 

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to make a payment on my SecureSpace Storage account for over two weeks but have been unable to reach anyone at the company. Each time I called, I was directed to their overseas answering service and left multiple messages, but no one returned my calls. I also tried pressing other options on their phone menu and left additional messages, but still received no response.Due to this lack of communication, late fees and an auction fee were added to my account. When I finally managed to reach someone on January 14, 2025, I explained the situation and requested that the fees be waived since I had been unable to resolve the issue due to their negligence. However, I was told there was nothing they could do.When I moved into the storage unit, I specifically asked about potential rent increases and was told that they would be reasonable and occur only once a year. This assurance was a key factor in my decision to choose SecureSpace Storage. Despite this, my rent increased from the $55 promotional rate to $99 (which I expected) and then jumped to almost $200 by the third month. This practice feels misleading, and I believe I was not given accurate information when I agreed to move in.SecureSpace Storages failure to provide adequate customer service and their predatory rent increases have caused undue stress and financial harm. To resolve this matter, I respectfully request:1. That the late fees and auction fee be waived due to the companys lack of responsiveness.2. That my rent be adjusted to a fair and reasonable amount consistent with the assurances I received when I moved in.Thank you for helping to address this matter.

  Business Response

  Date: 06/27/2025

  I'm reviewing your account and I see that you have already vacated the space.  I apologize for any misunderstandings you had while storing with us.  Rates are evaluated regularly and increases are based on several different factors, one of which is local market conditions.  The increase that you received was on par with the market.  We also have several options available for making your payments.  We accept payments in person, via mail, over the phone, and online.  We thank you for your past business and hope that you will give us another chance in the future. 

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been storing my furniture as well as other items with Secure Self Storage for at least 8 years and all of my items are damaged due to leaky roof and other issues with the building. There are mice inside inside that have ate thru almost everything I have. The building is unsafe and I can barely even open my storage unit. The storage unit is unsafe and could collapse at any given time. I want to be compensated for some of my things.

  Business Response

  Date: 11/22/2024

  Dear BBB,
  We would like to clarify that Complaint ID #******** is not associated with Securespace Self Storage. We kindly request that you reach out to the customer for further details to ensure the matter is accurately addressed.
  Thank you for your assistance in resolving this mis posting affiliation.

  SecureSpace Self Storage 

   

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulently billed $24 for SecureSpace provided insurance when I am already insured through a 3rd party, and have always been. Company failed to call or email me asking for updated proof of coverage, and blindly added charges to my account flagged as OVERDUE. Shameful fraudulent billing practices.

  Business Response

  Date: 11/21/2024

  After review of the customer's complaint I see where he was charged for the Tenant Protection Plan on both of his units after providing proof of his personal coverage.  We have added a $12 credit to each of his units for those charges.  

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is for the corporate office, I am requesting to be contacted by someone at the corporate office and this needs to be resolved by the corporate office only.I moved into a unit at your Avalon location in Los Angeles yesterday. I booked online to take advantage of a promotion, did not have time to come and tour prior to booking, when I moved in yesterday, I was horrified ! First of all, the whole facility is filthy, it is dirty and very dusty, it is obvious that it is not being cleaned regularly, it smells bad in the elevators, when the manager took me to my unit, I almost ran, it is a corner unit, I paid for a 10x10 and this unit is not a 10x10, it is smaller, the floor is absolutely disgusting with dust, it was never cleaned prior to move in, I was scared to bring my belongings inside. The manager did not apologize, but she offered to sweep it, which didn't change anything, it was still dusty, so I asked her to mop as well, she did but it was still dirty, this floor is so filthy, it needs to be swept and moped about 5 times to get clean, it is appalling, and shame on you for having a brand new customer move in under these conditions, it is absolutely unacceptable. I immediately asked for another unit that was not a corner one and clean, and the manager replied she could give me another one but I may not be able to take advantage of the promotion, which is not an acceptable answer. Later on, I went back into the office to request to speak to her manager, she refused, started laughing at my concerns, stated it was not her fault, even though I was upset, and ended up saying she did not like the way this conversation was going, that she was no longer willing to assist me & asked me to get out of the office.I then said I was going to contact corporate & she said "good luck"! She also forced me to buy a lock I did not need, I already had one & refused to reimburse me & also forced me to pay for renter's ins which she saw I already had.

  Business Response

  Date: 07/24/2024

  I have been in contact with *******, the customer, and have resolved this issue. I refunded her lock, and offered to rent her another unit that meets her needs. 

  Business Response

  Date: 07/26/2024

  Hello *******,
  
  I wanted to address your concerns and take this opportunity to thank you for storing with us. We take our customers' concerns very seriously.
  
  I understand you had some concerns about the dust. While we work hard to ensure our facilities are clean, this location is a new construction, and there may have been some areas we missed. Rest assured, when issues are brought to our attention, we address them right away.
  
  I noticed you were concerned about the space. I can connect you with *****, who can assist you in transferring to another space that might suit you better. If your current lock meets our requirements, we will allow its use and refund the amount you requested.
  
  Regarding your insurance, as long as you can provide a declaration page, we can cancel the protection. However, I recommend checking with your insurance provider first, as some do not cover storage spaces. I want to ensure you are adequately covered, as this will be your responsibility. Once you present the declaration page, ***** will be able to address your concerns.
  
  If none of our spaces work for you, another option is to provide you with a full refund and allow you to vacate the location. While I understand this is not the optimal solution, it is another possibility we are willing to offer. 
  
  As per our phone conversation on 7/25, I explained that we will follow our process to ensure the manager is aware of the concerns and to prevent recurrence. As you mentioned you will be coming in on 7/27 to move to another space, ***** will be available to ensure the interaction goes smoothly.
  
  Thank you again for your patience and understanding.
  
  Best regards,

  Customer Answer

  Date: 08/06/2024

  I have been personally contacted by the business, a refund was issued for the lock I was wrongfully forced to purchase by the office manager, and I was also given the possibility to switch to a unit that is true to size and thoroughly cleaned, which I did last week.

  However, it is unfortunate that the corporate office is failing to take appropriate action in disciplining unruly managers who treat their customers poorly & disrespectfully.

  The manager they have in place at their Avalon office, Shanice, is a liar, she knew the camera footage has no audio so she lied to them about what transpired the day she yelled at me to quote : "Get out of her office" several times, in an attempt to make me look like the one who was making things up. She had already told me this before, on July 1rst the day I moved in.

  She forced me to buy a security lock that I did not need, she refused to accept my renter's insurance policy already in place when she should have accepted it, and forced me to buy the company's own insurance policy threatening to not let me move into the unit if I failed to do so, she mocked me & laughed at me when I complained that the unit was filthy claiming it was not her fault & I should have come to see it for myself before renting it out, she stated she was no longer willing to assist me in the office in any way, and she is playing her managers like a violin, and they are falling for it, which is really shameful.

  I have never been treated with such disrespect at any business I ever used, it is absolutely unacceptable, furthermore, it is outrageous to see a corporate office backing up and supporting such behavior, when the only thing to do in such a case is to let that employee go for misconduct.

  As I mentioned to ****** ***** who contacted me and is one of the district managers, if I have one more issue with this Avalon manager, I will request to speak to his manager, and will continue going up the chain of command if I need to.

  Customers should come first, especially when they have done nothing wrong and are in their right to be dissatisfied because the business drops the ball, but instead, I was ridiculed and made feel like I was a piece of garbage.

   ***** ******* was very helpful, but when I decided to go up higher in the chain of command, I encountered individuals who would rather keep a bad apple in place knowing how she treats customers rather than doing the right thing and replacing her with an employee who knows customer service and has people skills.

  
  

  ******* ******

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a space here on Jan. 30, 2024. On June 7th, I received a 30-day notice dated May 31st of a rent increase effective July 1st. I called about it on the 7th and was told there was nothing that could be done about the 23-day notice. Nothing was said at the time about a late payment or that there was a problem with ****'s payment.On June 11th, I received a call saying that ****** payment was late which was news to me since I pay by auto-debit. Someone had tried to use my debit card in late May and my bank issued me a new one. It completely slipped my mind that this merchant would be affected.I requested a late fee waiver from **** who said that he didn't believe that management would have a problem granting one since it was an honest error. He asked me to email him and explain the circumstances which I did.I called him the next day and was told he was unavailable. Neither he nor anyone else has responded.I last rented from Life Storage which was acquired by Los Angeles County MTA through eminent domain and moved my belongings in January to SecureSpace after renting with Life Storage for 16 years with no late payments. In view of my having forgotten to change my auto-debit information and receiving a 23-day notice of increase from SecureSpace after only 5 months of renting, I believe that waiving the late fee would be a reasonable resolution of this issue.

• Initial Complaint

  Date:10/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had storage units with this company for 10+years, the original owners sold this company to secure space. They had us move our **** wilderness camping trailer to the other side, next to the office, we did. We were never given access to that side, as it was to be temporary. My husband called in our payments every month and would ask if we needed to move it back. ** continuously stated it was fine where it's at. We went by noticed they had completely demolished everything on that side where our trailer was. We contacted ******* and she said she would look into. "We had to cut the lock off to move it but still looking for it" my husband contacted the office girl in the office by another visit to find out what happened. She too stated we had to cut the lock to move it. There was someone from the construction company who stated, I remember that, yeah we moved it, he didn't know where. I have video and audio of them confirming that they were responsible for cutting the lock off. Now no calls, nothing. We paid for rent on the trailer that they lost for 16 months, still no reimbursement. My next move is I'm going to contact the local News and begin a civil lawsuit against this company! Our trailer is an heirloom trailer! We were never contacted but they say they sent out info.

• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. On April 29, we made a reservation online for one of the storage units and paid for the unit 7x15 to take advantages of the promotion 50% off for 2 months. When we went to the office for the paperwork and keys, we were given the unit ****. This unit is actually 7x10, which is smaller than the one we paid for. This unit was too small for our furniture. The office was closed so we could not ask for the unit we paid for. We had to throw away a lot of stuff, and this costed us more. 2. On May 20, we were charged extra $46.59 for no reason. 3. After the promotion, we are charged the full price for the 7x15 unit.In the past 2.5 months, we have called the office 7-8 times and spoke to the manager on-site about the issues. The manger said she would investigate and call us back. We never received any follow-up calls. Up to today, nothing gets done.

  Customer Answer

  Date: 08/03/2023

  SecureSpace responded to ** finally and we have settled it.