It's with great disappointment that I write this extensive review on SecurCare Self Storage located at 3230 Knickerbocker Rd, San Angelo, TX 76904. Had the company chosen customer service over the fine print, I would never have gone through the effort to write this review.
I am an active duty member stationed at Goodfellow AFB. Upon PCSing to San Angelo, I leased a fully furnished apartment and I decided to store my belongings at SecurCare based on their commitment to customer service and the military.
I reserved the unit over the phone, paid for my first month's rent, and moved into the unit the next day. The woman on the phone asked if I wanted to purchase a lock from the company, but I decided to use the lock I had available to save money.
In the first two weeks, I received a phone call from the manager informing my unit was broken into. Someone cut the lock and got into my unit. The company had no video on my unit and no alarm record of anyone breaking into the into.
The manager told me that she recommended only the round locks because the structure is more difficult to cut through it. I told her that no one explained (over the phone) the difference between the locks at the time of purchase. As a customer, I found this very unsettling.
We secured the unit with the recommended lock. Several weeks later, I received another phone call to regretfully inform my unit was broken intoa second time! Despite changing the lock, the criminals used a crowbar or some other tool to cut/pry open the storage unit door. The round lock made no difference.
I asked the manager to call the police and file a reportlet them know I am active duty and cannot make it to the complex that day. Once again, there was no video footage or alarm record. I had to inconvenience members of my unit to help me move my things ASAP, spend extra money to relocate my things, and inconvenience my coworker by storing my belongings in his garage.
I asked asked the manager for refund on my payment since I moved my things out. The manager agreed to ask for higher management. I appreciated her help.
I expected the SecurCare higher management to do the right thing and return the money as a gesture of good customer service towards a military member. Despite everything I went through, higher management said they would not return the money, not even on the basis of good customer service. This was completely unacceptable.
I recognize SecurCare storage contract "fine print" states customers will not receive a refund. Nonetheless, the company should EQUALLY recognize their responsibility to fulfill its mission and promise to military members stated on their website below...
-SecurCare claims "24-hour surveillance," yet there was NO VIDEO and NO ALARM INDICATION on TWO BREAK-INs. Whatever they are surveying clearly doesn't add to the security of the customer belongs.
-SecurCare Storage states "we are constantly working to fulfill our mission: to satisfy all of our tenants' storage needs." Yet, they did not serve my need for a secure place to store my belongings and more importantly, did not make the effort (the small gesture) to make things right by refunding the money... even if their policy states otherwise.
-In regard to active duty personnel, they state the following: "protecting our country is a big job... you [military member s] need a safe place to keep [your items]." They claim to serve active-duty personnel and their need for safe, worry-free storage. This was never provided.
In summary, while SecurCare storage fine print may state "no refunds," higher management should equally consider the misleading statements on their website. The company did not provide adequate monitoring, good customer service, or commitment to military members. Businesses who genuinely care about their customers would do what's right out of principle, despite fine print.