Consumer Complaints and Reviews
I had a storage unit in Salt Lake City for over a year, dutifully paying my rent each month. When they raised the rates, I terminated the unit. Unfortunately, I forgot to cancel the automatic payment from my bank. When I realized my error, I called Public Storage, explained the situation, and of course was promised that the "check would be in the mail". Fat chance. Two months and numerous phone calls later, I'm still out $51. They knew if they stalled long enough I would give up, and they're right. Apparently their profit margin is quite big enough.
I fell behind my storage rent by 6 weeks and Public Storage in Rancho Mirage, CA sold my unit to a predator auction buyer. My entire family's life was in the unit. EVERYTHING! Every document, picture, clothing, identity, birth certificates, etc. All we have left are enough clothes that we could fit in our car. Unfortunately, I suffered a financial crisis and lost my income and home. Everything went into Public Storage in April of 2016 for only what we considered to be about 1-2 months because I found work and couldn't afford to pay the exorbitant unit rent of $280.00 per month for very long. I moved into storage on a $1.00 first month rent special, plus fees and that was a pretty good deal. Unfortunately, I lost my new job because I fell behind on an old CA traffic ticket payment schedule and the county suspended my license (I was a driver).
I tried to explain my hardship to PS but they are very unhelpful and only wanted to threaten me with sale of my belongings. Bottom line is this: My balance at the time they sold everything in Aug. 2016, was less than two months full storage rent. I asked them to wait because I thought I could borrow money from a friend. In the meantime, my phone got turned off and they couldn't call me...even though I warned them ahead of time and told them to communicate with me via email, since I had access to internet at a friend's place where I am staying. I gave them another friend's phone number so they could communicate with him - since he was helping with payments anyhow.
They sold virtually everything I own...from records to clothing to everything. They called my friend on a Tuesday, warning that they were intending to auction the unit's contents to buyers on a Tuesday. The following Thursday (2 days later), I called them from a borrowed phone and they told me everything had been sold. They rudely told me that they had done everything they could - a district manager, who only knew one side of the story told me that they had 'exhausted every avenue' to help me. This is just a lie. I believe the company is too large and too uncaring and irresponsible to care about their customers.
So, registered firearms and tons of ammo, my deceased wife's wedding rings, all of our family heirlooms, collections, pictures...everything - was sold. A four bedroom home full of an entire family's belongings - a full generation of belongings are gone! I estimate...including collectibles and net worth of the belongings which included my recently deceased Mom's estate were in that unit. To replace the replaceable merchandise in the unit is approximately $100,000. All of the other stuff is priceless. So, anyone reading this can understand what a tragedy this is. All for a rent balance of $600.00 including late fees. It all adds up to about 6 weeks in storage fees. I am 61 years old and cannot recover from this devastating event. I have nowhere to turn. PLEASE BEWARE OF PUBLIC STORAGE!
I got my storage unit at the end of March in 2016. In April 2016 my moving company moved all my household belongings into it other than what I would need for a few months while staying with relatives since I relocated to a new city. Before putting ANYTHING into it, we lined the floor with plastic, back to front, and side to side. I looked at their insurance policy and talked to my insurance agent, and my renter's insurance covered everything that their policy did and then some.
When I got own home in September of 2016 and began getting things out of my unit, I noticed that every time I went into my unit, there were orange paint chips falling onto everything from the door. I brought this to the manager's attention, and she stated that they sent out a letter about repainting and recommended everyone go and cover their stuff with plastic. When I asked when this letter was sent, of course it was right before I got the unit, and I was NOT NOTIFIED when I signed the lease about the upcoming paint job. I also noticed that there were 'June Bugs' in various totes and boxes. You would think it would be a sealed building??
As I started working my way towards the back of the storage unit, I noticed a musty smell. On the bottom of some of the items there was some mold that was easily cleaned up. Once I got to the back two feet however, you could see that the entire 1st layer of cement blocks was wet. All my furniture was moldy, black mold, some stuff had to get thrown already. I contacted my insurance company and they said that in the state of MN there is no policy available to protect you from losses because of mold like this.
I have Oak TV Trays that were a wedding present to myself and now deceased husband, my dining room table (center leg), a safety gate for stairs, 2 twin mattresses for my daughter's bed, white wooden shelving for her room, etc, completely covered in mold. Even some black mold. Check out the pictures: Love the wet walls? Even the white mold spores on the black plastic??
I only wanted the storage for 1 month & I told the manager who was doing the reservation. She told me it was fine, & that my reservation was paid from 9/8 - 10/8/16. When I asked about one of the documents she told me not to worry I already paid & just have to notify 2 days before leaving. Then 9/14, I received an email "reminding" me my next payment. I called and talked with another employee who told me the same (not to worry I already paid for my month, notify 2 days before vacating the storage).
Today 10/4, I got a call from mother of the manager saying I am late for my payment and when I explain what I was told by other 2 staff members she said they were wrong and I have to pay or get my stuff out of the storage. I again explain with names and dates of the conversations & she told me again I need to pay & if I have complain call customer service. Which I did and it is a recording which doesn't give you the option to talk to someone or put a complain.
I'm so unhappy with U-Haul as known as Public Storage. They took over the storage place from another company. Ever since then they have been going up on my fee's from 135. Now I'm paying 208. Keeps on going up and just last week I get a phone call saying I got two units and I owe over a 1000 for one of them. I said "I'm paying for a 10 by 20 unit." The lady said I got two units. I said "how is that when there is no wall inside that shows that there's two units," but she claim they open my unit up cause it's about to go for auction cause I'm late but she can knock the 1000 down and I owe for one month's and I'm behind. I said "I never knew I had two units so how can you auction and make me pay."
She wasn't trying to hear me at all. She said I have a choice - pay or lose it. If I stay I got to pay 365 a month. That's crazy. I will never deal with them again but the reason she said they go up on me every month cause they replace a roof, they cut grass but that has nothing to do with me when they knew what type of storage place they was investing in, so why should I be responsible. I'm just not understanding. I'm getting me a lawyer.
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Denise, you are one of the best property managers I have come across in a long time, but I know the people higher up will not tell you this. They will only knit pick at the things wrong with the property that they know about already. Property Managers can only do so much and you have done a good job. So keep up the good work and try not to let their stupidity bother you. Your Relief person is the one they should talk to Mr. **, I have very rarely seen him do any work and they don't address that... Typical corporate BS.
One thing I hated was the increase in price on the climate control storage space and you could not tell you were even in the climate control building. Why they increased the price I have no idea and then it still wasn't fixed. District manager should have been fired, whoever he is. The problem is if you pay the rent late on your space, late fees. Locked out, red tagged and auction. Why don't you take the same approach as far as fixing things on the property? Don't tell me it's a budget issue. When I moved out the air condition in the climate control building still wasn't fixed, a window to the office was still broken and at several of your locations, you have people living in the units. When did You people start doing this and where on the rental agreement does it say you can do this... Quit looking because I can't find it. I see that it's the same Public Storage just different puppets in place at the top.
A large tree fell onto my cargo trailer when it was parked in a space that I had rented monthly from Public Storage. It was Aug 30th when the incident occurred. They removed the tree on the 22nd/23rd, a full THREE WEEKS after it was reported. I called the property manager, customer service, and 3 different supervisors, multiple times. I finally received a callback today from Jessica, who had previously ignored my calls. She offered me 1 month's free rent. My trailer has significant damage from the extremely heavy tree being left on top of it for so long. I lost three weeks of its use and had to rent other trailers/small trucks to take care of business. They refused any additional compensation. Anyways, I told her that I'd see them in DeKalb County Court. If you rent from this place, you are mentally insane. You will be subjected to their ongoing neglect and verbal abuse just as I was. Consider yourself warned. Thank you for reading.
I knew something was wrong the day I met my new landlord, so with hesitation, I got a storage from these con artists December 31st, and wouldn't you know it, I was right. The new owner evicted me. Since I needed the storage, I got a lot of help from Marjorie, the manager at the time. I explained to them that I work out of town, yet, I can pay online. It never worked. I was late, and man, did I pay DEARLY! Public storage contacted my resources, and they notified me.
Then Marjorie disappeared. Public Storage hired a ghetto trash talker. The day she started as manager, she left a nasty voicemail to me on a Saturday. The following day, my storage was broken into, the crackhead that cleans them out only took the valuables, then the ghetto girl threatened me after I told her that I'm no threat. I just wanted to come down to find out why they sold my stuff with NO warning.
At first, the clerk was on my side, then he changed his story AFTER their Supporter called me and told me to get a lawyer and don't call back. You just can't be nice to these con-artists. DO NOT use this service. Public Storage failed the BBB standards, with an "F" rating, and they raise your rent and change insurance policies so you can't really use it. Another scam. They sold my things AS SOON as a law came out stating they can sell stuff after 30 days. I've paid them for 3 years, and they knew I was moving out, stating my stuff was trash. Yet, from resources, they collected a few hundred off my stuff they auctioned. Stay away from all public storages. They won't even stay in the office to collect payment, yet charge a late fee afterwards!
A ** female named Emily at this location called 911 from her cell phone on me as a new customer of Public Storage in the Spring of 2016. I inquired about renting a larger storage unit and when I told her she underestimated the size of the storage unit I needed after I told her specifically what I owned she became defensive. When I walked into the store, the girl lied to my face and said she had never seen me a day in her life when she was the one who initially handled my paperwork the previous week. Let me make it clear, I did not have an attitude or yell at her. I told her to calm down and just check and see if she had a larger unit for me to rent as she raised her voice and began pointing her finger at me.
I was moving within a week and the security cameras behind the counter only saw my face and the back of her head. Instead of calming down she told me to leave the location and that she was going to call the cops on me because she said I was being disrespectful. Well I didn't leave and I talked to the cops in the rain on the property. She kept my paperwork, and gave out my pass code.
I had to contact the Alexandria Police Department so I could return to the facility to pick up my paperwork. While I was waiting the employee either took a picture or video of me and my car as I was waiting to pick up my paperwork. I contacted the district manager with the last name of ** and he never returned my call. Needless to say, I do not recommend Public Storage.
I rented a storage unit from the one on North Lamb Blvd in Las Vegas. When I reserved the unit by the central processing reservationist they told me the area was secured and they had cameras... Less than a month after renting the unit it was broken into and items stolen. I then learned that they had only 1 working camera which was useless as it only recorded people coming in and going out the main gate. I then re-secured the unit to only have it broken into a second time so that is twice in less than two months. This time they cleaned me out completely. They left nothing in the unit. When I reported this not only the ** fabulous so call manager acted like she didn't give a (Bleeeep)... they were very unhelpful when working with the police to retrieve my items. I have rented units from different companies all over the country because I move a lot. This is my first and last time I will ever use them again.
4 stars for the property. 1 star the experience. I have been a tenant of Public Storage for the past 3yrs or since they took over the property. Even before they took over I have already paid my bill on the last day of the month. After the Public Storage take over they started doing renovations on the property (Painted the building Orange and Tan - office changes including gate code changes) the property was actually nice well kept property before hand.
Well their paint crew came in sprayed the building and of course the paint went in the garage door crevices interior and got overspray on my Z06 Corvette and Custom Harley Motorcycle. When I found out and made a complaint to the office they offered me a discount on my next month's rent. Ended up settling for a month free rent. One neither bike or car has insurance at them and I honestly just didn't have it to fight it. I did get the car cleaned but the bike never has been right since. Sold it!
The previous owner and Public Storage both charge a late fee. PS fee is much more 20 percent of rental fee and I have never really complained about that considering I know I am late... Though one time they called to tell me my unit was in auction status and the auction was on that current day I needed to take action immediately. Luckily I was in town so all was settled. Till I found my lock had been cut and my stuff inside had been moved around and couple things damaged. I made a complaint about the damages and showed the damages to the onsite office staff that day. They informed the mgr but she didn't have time to talk about it or deal with it. Just wanted to avoid the issue. Never got settled.
Today I login to pay my bill and find why rent has increased again. Made a call to customer service and they said it was not in their control notice has been sent out... Like all other notices they say they send never received. The office staff, Property mgr are nothing but a face to lease a unit can never do anything. I paid the bill as I don't want to have my unit go in auction status and I am just gonna move. This review is to help others that are thinking long term rental like I am.
The same property the local Public Storage District Mgr ran a lot of the tenants that had been at the facility away. Most are well respected businesses. They never had any issues and were very courteous and clean about their units. The District Mgr always avoided my calls when I ask for the insurance company for the painter that got over spray on my car and bike. Just bad business. I would have moved already but I just didn't have time. Things are better now and now I do. Thanks for reading and God bless.
August 28, 2016 - Sunday. We have been renting from this Public Storage on John Young Parkway for over 3 years, since January 2013. We rented a Climate Controlled Unit #** (10'x10') and #** (10'x30') (Across from each other.) We recently purchased a new house and moved out of Unit ** with NO ISSUES. When we started to move out of #**, there was FECES AND URINE and WHITE HAIR everywhere!!! It was DISGUSTING! It was ALL OVER our Boxes, Blankets, Furniture, Mattresses, Boxsprings, Clothing, Sofas, etc. I have over 50 photos to share. Bugs were crawling out of sealed boxes too!
We notified Public Storage at 800-507-9508 from their website and all you get are prompts, NOT a live person... So I went to their "contact us" section on the website and emailed them. I got a response from Jahaira ** - Manager. She called me on Monday August 22, 2016 at 4:00pm. I told her the WHOLE story and she asked me if I had any food in my unit? I told her "NO". What idiot would store food in a storage unit? Anyway I asked her for her email because I wanted her to SEE the photos that I took so I emailed her on Monday and NEVER heard back from her.
Tuesday went by... Wednesday went by... And then Thursday came and I called her and left a message at 1:40pm August 25, 2016. She NEVER called me back. I told her "Ok I will be contacting Channel 9 News and contacting an Attorney" (in my voicemail to her). So I went to the website again and selected "contact us" again and wrote a more detailed message. Now Jahaira's boss, Laurie ** 407-657-6005 ext. ** called me back. I told HER the whole story (again). Laurie told me that she has NEVER had a complaint of this happening (which I find very hard to believe)... And she stated that since I did not purchase Public Storage's Insurance the units are rented "at your own risk".
Actually EVERYBODY I spoke to at Public Storage: Jorge and Souhay at the Front Desk, Jahaira (Manager) and Laurie (Manager's Boss) ALL told me they have NEVER had a complaint like this?!?! I was extremely upset stating that we pay $420 a month to rent 2 storage units (which is another issue paying THAT MUCH MONEY, only to have our personal belongings damaged???). So basically there is NOTHING that Public Storage can do. So you are telling me if this has NEVER happened before and I am SHOWING you ALL THE PHOTOS that you are NOT willing to help us?
I would have bent over backwards to help the customer because obviously something was wrong with THAT UNIT!!! Then when we finally moved everything out, and poop was falling off of everything (I'm not lying). It was so gross. There was what looked like a NEST in the corner. The Movers actually said "That is a NEST and something was living in here". OMG WHAT??? My husband and I are SO UPSET over this... And what bothers us the most is that our 10'x10' unit was fine. NO ISSUES. So I was hoping that Public Storage would work with us KNOWING that there was an issue with this OTHER unit. But they did NOT offer any help or assistance. I was told that unfortunately people DO put food in their storage units and there is NO WAY for the Facility to check what was in the units. So if my neighbors have FOOD in THEIR units then I HAVE TO SUFFER????
Then when we vacated the unit, I called the front desk at 11:19am from INSIDE THE UNIT to give them a heads up that we were finished and it was cleaned out. Nobody answered the phone so I left a message. When I went to the front desk I told Jorge that I just called and he said "We were busy with a customer." They were 2 people working up front, neither of them could have picked up the phone??? Anyway as I was checking out waiting for my vacant slip, Jorge had deactivated my account BEFORE my husband and the Movers drove through the gate! I thought that was terrible. Jorge could have waited another minute. My husband was right outside the front office, you could literally look to the left and SEE that he and the big moving truck was just sitting there trying to get out. My husband was entering the code over and over to get out... Just seemed very rude to me.
Anyway, we do NOT recommend this facility AT ALL!!!! THE PROOF IS IN MY PHOTOS!!!! We ended up throwing out our Queen and King Boxspring, Memory Foam Queen Mattress Topper, Blankets, Towels, Clothing, 8x10 Area Rug (that was loaded with urine!). Our furniture had to be scrubbed, our sofas and mattresses now have to be steam cleaned (hoping that works)... NOBODY SHOULD HAVE TO GO THROUGH THIS!!!
Never rent from Public Storage in Stillwater, MN. The rent keeps going up and this is not a secure storage facility. The gate has been broken in the up position for over 2 weeks and I called the guy in charge of the Stillwater, MN facility and he said he knows it's broken but the people that fix it are backlogged. You would think after the storage facility was broken into and thousands of dollars worth of people's personal property was stolen that their first priority would be to get the gate fixed from whoever was available!!
We started out paying in the beginning for a 10x10 145. It has now gone up again, is up to 200 dollars. This is almost becoming a car payment. No notice was mailed. I think fellow public storage facility consumers should form a class action suit.
I have been with them since Sept. 2015 and have made my payments on time except for one in Jan. 2016. I hit financial hardship and got a fee waiver because I was late that month. Again in August 2016 I am hitting financial hardship but they do not give any extensions, the fee waiver is a one-time deal. So my only option is to pay the monthly fee on top of a late fee after I talk to customer service and the district manager letting them know I'm having financial issues. I find that to be very wrong on so many levels because majority of people who rent storages more than likely lost their place to live and going through things period. They just want the money and can really care less about their customers. DO NOT RENT WITH PUBLIC STORAGE!!!
I just had a terrible and upsetting experience in the Newington, CT facility. The manager would not provide me with a price on a 5x5 because there were none available. When I tried to explain that I needed a ballpark figure, she refused. When I explained that I would like to comparative shop, she refused again. I said, "you are being difficult and uncooperative." She asked me to leave stating I was being hostile. Then she followed me out the door and took my license plate number. WOW. I got the distinct impression that she didn't like me because I was a ** Male.
When you rent here there is NO guarantee (especially those of us on autopay) that your rates won't increase 21%. This is not fair, especially after never missing a payment. Worse yet, NO answer from email and NO working something out with customer service. This is a terrible company. Take advantage of people who you know won't pay to pack up their belongings and move to a reputable storage facility. Shame on Public Storage!
2 chairs were stolen from the location on 2303 W Loop S in Houston, TX. We were moving items, and left 3 chairs out front to come back for in the next load. The employee working that day kept coming out eyeing the stuff we were moving. When we went back, only 1 chair remained. I asked the person working (different person), where the other 2 chairs were. She said that her coworker told her there was only one chair. I said that wasn't true that I would like the video pulled, because the other employee lied and either took them or is covering for who did. She refused to pull video. I called back asking multiple times if they would review the video, but no one ever did. They allow their employees to steal and cover it up for them.
These people are garbage. All they want to do is get you in the door and then they start increasing prices. My rent went from $119 to $141 to $155. Trash. Do not rent storage with them!
I purchase a storage. This is the worse place ever, no customer service skills at all. I do mean at all. They sold my storage without my knowledge. The day I was given I was there a day before and was told it had been sold THEN SAID I HAD A $800.00 check however refuse to give it to me. I call, they hung up on me. I ask to speak with the mgr, no contact from anyone. I called their SO-CALLED corporate office which is a joke as well. I received a called twice and when I said, "Hello" they quickly hung up. I continue to contact them, it has been 4 months. They get really rude with me so they won't have to be responsible for the $800.00 check and my son only memory I have of him (pictures). They try their hardest to upset you so they won't have to deal with it. They act as if it's your fault.
I have filed a complaint with the AG OFFICE. I'm taking them to court. DO NOT, I REPEAT, DO NOT USE THIS COMPANY FOR ANY REASON. The location - Public Storage (972) 763-5412, 2 S Cedar Ridge Dr, DUNCANVILLE, TEXAS. They have excuse after excuse. I have done everything they ask and still no respond. They are very untruthfully /tricky. They are like larks waiting to take your things not only did I have picture of my son and personal thing that I have yet to receive. They are very, very rude, mean and play many of games. Would anyone like to file a civil lawsuit? Please respond on this web. I will check it and advise you how to contact myself. I will be going on Facebook and all social media.
Public Storage ruined me and my kid's life. I went thru a very bad domestic situation where I lost my child (death) and was forced to put all my belongings in storage in 7/15 and go into a safe haven with and my children (ages 9, 10, and 7 months). In October 2015 I went to retrieve some winter stuff from the unit for me and my kids. When I went into my unit bumpy surprise I seen that it was mice feces all over my stuff, shredded papers, and the smell of a dead mouse. I contacted the general manager and site manager and was treated so rude and they acted as if they didn't care at all. I left several complaints that fell on deaf ears which was never resolved. At this point me and my 9 & 10 year old went to clean the unit and even found baby mice that had been living in the unit.
I went and spoke with the business owners next door and was told that they have a real bad mice infestation that comes from public storage but nothing is being done. I was told by an employee that mice traps were supposed to be in every unit before I moved in however it was never none put in my unit. In 4/2016 I moved into a house and had planned on retrieving our things from storage. Two days after moving in I found out I was a victim of fraud and the house I was renting did not belong to the landlord. I contacted the DA office and police to file a complaint and was told that this individual was being watched by the police and feds for committing housing fraud which she was just released out of prison the year prior for the same crimes and it was a current investigation going on.
At this point me and my children became homeless smh. I was told to contact PA victim services and that relocation expenses, storage, and my stolen cash would be replaced. I was unable to pay for the storage and the DA and victim compensation contacted Public Storage several times to let them know that my unit would get paid for, however no return call was given. I was notified that my unit would be going into auction on 6/21. I also along with the DA and victim advocate reached out to them several times but no calls were returned. Finally on 6/20 the victim people got in touch with the district manager DAVE who was very nasty and told her that there was nothing they could do and the auction would still go on. Unable to pay me and my children's things were auctioned for 600 in rent (April, May, and June) and 400 in late fees. I became so distraught due to my kids being so upset I attempted suicide at the end of my rope.
At this point family members contacted my parents who didn't have a clue as to what was taken place because I had been trying to hide the domestic situation from them. After learning my stuff was in storage going into auction my mom agreed to pay it. We called up to the site and was told that the only way the auction wouldn't go on is if someone came and paid it in person which was impossible smh. They made it difficult on purpose it seemed. While in the hospital my sister looked up my account and seen that only 100 dollars was credited to my account for over 20k in clothes, furniture, jewelry. EVERYTHING WE OWNED!
When my sister questioned the general manager DAN as to why this was done and why only a credit of 100 was received and she asked for a itemized unit sheet for my belongings that was sold at the auction and the buyers info or to give the buyer her info to retrieve my deceased child's memorabilia and important papers and pictures of my kids, she was threatened by the district manager that he was turning over this account to their legal team. My sister then received a call from someone who works at Public Storage who felt really bad about the situation and the events that took place since I opened the unit told her that two staff had stolen stuff out of my unit before the auction and that the target was my kids 2 ATVs priced at 1500 a piece and a 70 inch flat screen that were all visible in plain sight of very expensive furniture.
I just feel like this was a very evil and cruel thing to do considering the circumstances not to mention the city was paying for the bill due. This is theft by deception and I see now that they wanted the belongings in my unit so they didn't care about the unit getting paid for because they wanted my children's things who are now distraught smh. Please help. I want to expose them to every outlet possible for what they have done???
I have a storage unit at the 6435 Ventura Blvd location in Ventura, CA, indoors on the 2nd floor. I purchased one of the round padlocks required at the facility. I kept one key and gave the second to my cousin along with the access info, should he want to get in. He still has his access info card and key. I was informed by email that the lock had been improperly installed and was discovered by a regular sweep of the units. After calling them, I also learned that the facility had been accessed by someone using my access code. Our conversation was cutoff twice and I was told they were having internet problems (they have an IP phone, so the phone dies with the internet). He said he secured the lock and they also changed the passcode. Since I live in Portland, I was not able to check the unit until several months later, when the burglary was discovered.
All the valuables had been stolen (my fault for putting them in there, I suppose), but we couldn't figure out 1) why they chose my unit; 2) how they got the access code; and 3) how they got past the lock. I believe that the access code was stolen by a hacker, probably with the info for all the units in the facility, if not in the entire corporation (could this be related to the internet outages they had experienced?). In my lengthy discussion with the woman at the front office that day, I was given a log of all the times my access code was used. This could be how my unit was targeted: units that have not been accessed for a long period of time. These would be less likely to be discovered quickly. And from what I've seen on YouTube, the locks are a joke: either they can be picked very easily, or there is apparently a master key 'out there'.
The only reason it was found so quickly is that the thieves apparently were rushed and put the lock on wrong when they left (the second time! ), otherwise I might still not know the unit was broken into. The woman at the front desk also showed me a screen on her computer displaying all of the units in the facility that had missing or improperly installed locks - well over 100. Any of which might be the results of a burglary. Or, all the remaining units could also be victims with the lock put on correctly, just waiting to be discovered. I asked if they had checked the video tape of the front gate at the time of the discovery, but was told they only do that if there is a police report. They also only keep the tapes for 30 days, so any hope of identifying the thieves is lost. Whether or not the images from the tapes are usable is another matter.
I offered some suggestions (1 - send an email to the unit owner whenever the access code is used; 2 - when any impropriety is found, check the video tape immediately, based on the access log for the affected unit; don't wait for a police report) but these seemed to be too onerous for her to consider, or even pass up the line. Had I gotten the email alert at the first access, I could have called the facility and had them investigate. My possessions might still be intact. It's unfortunate they have so little motivation or concern for their customers. A quick internet search showed me how poorly regarded Public Storage is, and how I would have done well to avoid them. Lesson learned.
Please Do Not Use This Storage Facility - North Street Randolph - My items have been in storage for a few years. I had charcoal, kitty litter, pans of baking soda to try to keep my items from stinking like the entire place does. The people that work there cannot smell it. It's a combination of dust and mildew. If you look at the ceilings above the units (wire open tops) it is a mass of brown water stains. After giving them thousands of dollars, most of my items now have to be thrown away because they stink so badly. They were placed in plastic containers as instructed and everything has absorbed the smell. You are wasting your money if you use this facility. Please do not.
This was my second time renting with Public Storage at 5801 Wilson, 63110. The first time around everything went well but this time around it was terrible. I started renting with them in August 2015. I had a few issues but nothing major. In June 2016 I decided to downsize from a non-climate controlled unit on the 1st floor (**) to a climate controlled unit located on the 3rd floor (**). The first day of moving into the new unit, ** I noticed it was extremely hot and the air didn't work. I followed up with **, the property manager, and she took no ownership. She stated she put the work order in and that was all she could do. Furthermore, she was completely rude. I asked for the District Manager, **, number in order to follow up about the air. I spoke with the DM, **, and he assured me it would be completed by Friday of the following week. I waited until Monday for the air to be fixed and still it wasn't.
I called the DM, **, and he sent me to VM. I then proceeded to call customer service and they gave me the SR District Manager, **, contact info and they assured me he would contact me within 24 hours. His voicemail states he checks it twice daily but unfortunately I never heard back. Up until that point I was surprisingly calm. I was trying to give them the benefit of the doubt but they continued to demonstrate poor customer service. By that point I was beyond upset and decided I was going to move out. I went to the front desk to ask one of the workers to call the DM, **, because he wasn't answering or returning my calls so I KNEW he would answer theirs which he did. He stated he didn't call me because he didn't have any updates and he blamed the AC company. He said the AC unit is on back order and so on and so forth. I understand that however; I would have appreciated that communication.
Unfortunately, he NEVER said sorry, didn't offer to move me to another climate controlled unit or anything. I told him I was moving out and I felt the right thing for them to do was to return me the initial down payment for the climate controlled unit (**). I was only there for less than 2 weeks and the air didn't work the entire time. He told me he couldn't do that and he would comp the rent for my original unit/non-climate controlled unit (**). I told him that was pointless because I was moving out and already put a down payment with a completely different company. Long story short he agreed to refunding me the money for the climate control unit (**). On the day of moving out I asked the girl upfront to call the DM, **, to inquire about the credit because I hadn't seen a credit.
He stated he never agreed to a credit but said he would give me July's rent free for the old unit (**) which makes no sense because my issue was with ** NOT **. I told him again I didn't want that and had no use for it because I was moving out. The conversation went on and on and nothing was resolved. Unfortunately, they lost a loyal customer because of unprofessional and poor customer service. I wasn't asking for anything free. I was simply asking them to do the right thing. I had no problem paying the rent for the original/non climate controlled (**) unit because I was using it. But I paid the premium rent for climate controlled unit (**) because I wanted climate control but never received climate control because the air didn't work. The climate control unit (**) was half the size of the non-climate controlled (**) unit so it wasn't like everything couldn't fit in the old unit (**).
I will never ever do business again with Public Storage especially the one on 5801 Wilson which reports to the DM, **, and SR DM, **. They don't care about their customers or the quality of the customer experience. The funny thing is the day I was moving out I had another guy asking me where I was moving because he was having the same issue with the climate control and them not doing anything about it. Ridiculous. Shame on you Public Storage.
I started with Shurgard in north Portland many years ago. Very satisfactory. I moved to a different facility in SE Portland and was there for quite a few years. It was still a Shurgard facility. I was very satisfied with the people and the place, until the fire, that is. It was a big fire, but I only had water damage. Lost stuff but mostly sentimental value. I'm not sure when the facility changed to Public Storage, but the same employees were at the 82nd Ave (SE Portland) place. They were very nice about the fire event and said they would move my stuff to a Public Storage of my choice. I chose a facility on about 99th and Division. I got my 3 free months and then started the rent payments. It was a small locker and things went fine for a while until I had to get a bigger locker as I had to move, and had lots more to store. I got a bigger locker and let the office know that I would not be there very long as there was storage available at my new place.
Prior to this, I had arranged for automatic payment from my checking account. I moved out of the facility in August of 2015, and stopped at the office to let them know that I was finished with the locker. I didn't pay any more attention to my checking account in detail (my own fault), but earlier this month I was looking back in my account for another company and found that Public Storage had taken $267.00 out of my account for Sept, Oct, and Nov 2015. I called them to see what was going on. The person I spoke with said I had called and said I was keeping the locker through Nov. Not true. But as I had not kept any closing paperwork I am apparently out of luck. I'm retired, and can't afford to pay for something I did not get, but I'm going to suck it up and figure that the three months that I paid will cover my 3 free months that I got in the first place.
I went to see the office people in person today and they didn't seem to care very much. If Public Storage becomes the only storage facility in the world, I'll take my chances storing my stuff on the street before I would ever rent from Public Storage again. Also, if someone does rent from Public Storage, don't give them access to your checking account.
I've been renting from Public Storage for eight months. I've had nothing but problems. They are extremely unprofessional. They give you the runaround and I had theft due to unlawful entry into my unit. I have pictures to prove my lock was cut with the padlock inside the unit. I've always paid Insurance and I realized things were moved around and items missing. I'm eight months pregnant and not able to climb thru the unit. I'm being ignored and am filing suit.
I was also charged 45 dollars on a 15 dollar late fee. The storage increased the unit with no email, phone call or mailing about the increase and incurred a late fee for 15 dollars. I beg you do not rent from these people - they will rip you off, lie to you and pass the buck constantly. It pays to do your homework. Shop around. I found a self storage exact same size unit, 130 dollars cheaper, 24 hr access, better customer service along with free truck rental and 20 percent off locks purchased from them and military discounts - my husband is a veteran. DON'T RENT FROM PUBLIC STORAGE.
Our experience from the beginning has been a sham. We requested a 10x10 unit. When signing paperwork we were told that we HAD to use their locks and insurance. We refused. We did some research and found on the National Business Standards website that we did not need to use their lock and that our homeowner's policy would cover theft of property from our unit. After advising the lady at the PS office with this info, she backed down and allowed us to rent a unit. At the time of signing, we were quoted $123 a month for the 10x10.
As we were preparing boxes to go into the unit, we measured to find out the total space we were going to have available. It was at this time that we found the space to only be 9x9. We asked the person in the office why our space was only 9x9 and was told that they are all "approximate" sizes. Ok. Here we are 5 months later and I get notice from my bank that PS had taken $144 out for the monthly rent. We immediately called and asked why and was advised that all rates were increased by 17-20%.
Now that I start reading other reviews, this is apparently the norm. We have called the main office for PS and of course, you guessed, no response. The people we have talked to all deliver the same canned response and haven't been very nice to deal with. So, we are paying for 81 sq ft, not 100 sq ft as "advertised". The National Business Standards quotes that anything under 10% size reduction is acceptable. The way I look at it, this is a 19% size reduction. Unacceptable. If this is standard practice for PS to "downsize" space and "upsize" price, I think EVERYONE is getting shammed. Sounds like a nationwide class action lawsuit to me!
Unfortunately we are out of town right now, but as soon as we get back to WA, we will be looking at other alternatives for storage. On an ending note, the condition of the units leave a little to be desired too. This particular PS is not clean at all and there is no lighting to speak of and no surveillance system. If you have alternatives, don't go to Public Storage.
On June 30, 2016, I made the June payment for the Public Storage unit I rented at the Villa Park (Roosevelt Road) facility. On July 14, 2016, I called Public Storage to make the July payment and was informed by the manager that I owed $441.60! When I asked how could my bill be that high when all I owed for was July, I was told that a "check" was returned by my bank for nonpayment. When I told the woman that I made my payment online with a Credit Card, and that I received and email payment confirmation from Public Storage, she said, "Well I cannot see that part of the screen. All I can see is that your check was returned." I NEVER paid by check.
The woman then told me to call their customer service for more details. Not only did I call customer service, I called Sole Paycard Financial to find out what happened with my credit card payment. I talked with the bank customer service person "Allison" and then the bank manager "Jonathan", who both said they saw NO record of the transaction ever being presented for payment by Public Storage. The bank manager and I made a 3-way phone call to Public Storage Customer Service and the woman, "Breanna" said that she saw a returned "check." The bank manager asked Breanna whether there was a checking account number, and she replied yes and recited the last four digits of the account number.
I informed her that those were the last four digits of my credit card! Breanna said she would email the district manager Jonathan **, and asked if I wanted his phone number. I told her yes. Breanna assured me that she was emailing Mr. **. I called Mr. **'s phone number immediately and left a voicemail message on July 14. When I did not receive a call back, I called Mr. **'s number again on July 15, 2016 and left another message. Still no return call.
On July 15, 2016, I called the Villa Park Public Storage location and talked with Kelly, who said she would call Mr. ** and get back to me whether she heard from him or not. Then on Saturday, July 16, 2016, I called Kelly and left a message that I had not heard from her regarding this matter and that I would be contacting the corporate office about the matter. Kelly did call me that day to say that she talked with Mr. ** and that he said I would have to pay the full amount and that my unit is scheduled for auction!
I told Kelly that I made the payment and there was never a check issued, and that I had a payment confirmation email from Public Storage. I also told her about the call the bank manager and I made to Public Storage's customer service. I then told Kelly that I expect this matter to be handled by Public Storage and that the fees and the payment of $143.40 they should eat because They made a mistake, not me. Kelly then said that she had no authority to do that and I asked her Who had the authority. She hesitated and finally said Mr. ** was the one to make the decision.
I told Kelly that I felt Mr. ** purposely ignored my phone calls and did not try to resolve this matter. He is not interested in customers. Instead of Public Storage making amends for their online system error, they are trying to charge me $125.40 in fees, plus $25 for a "dishonored check" although I did not write any check. Kelly told me to bring in any documentation that I had regarding this matter. When I went to the office, I presented Kelly with a printout of the Public Storage payment confirmation and showed her my payroll printout showing that my money was deposited in my account and that there was more than enough money in the account on June 30, 2016 to cover that payment.
Kelly then asked me if I received a card from them and I said no. The card was sent to my former address; however, when I told Kelly that I had a mail forwarding order in effect, she replied, No mail from Public Storage are forwarded. I have heard nothing but Excuses from customer service and the storage facility manager. The District Manager, Jonathan ** has not contacted me regarding this situation and thinks he can ignore my complaint. I am writing Public Storage headquarters, and filing a complaint with the Illinois Attorney General's Office about this situation.
Public Storage is not a good company (just look at the hundreds of negative complaints and reviews on their website and other social media). In addition, they charge exorbitant fees for outdoor storage; whereas, much nicer, indoor temperature controlled facilities charge a lot less! I would not recommend anyone use Public Storage because they do not admit their mistakes and they ignore complaints.
I pay for a unit for my daughter who just moved to LA. The monthly price was 155. I just went online to pay for the unit, and they raised the price on July 1st to 180. In only 8 months they jacked me for almost a 20% increase... They're a predatory business, just like subprime loans. Now I have to get my daughter to clean out the unit, but I HAVE TO PAY THEM 180 because they said a notice was sent out on July 1st. Isn't that nice, I don't even get the courtesy of moving out to avoid the increase. Now they're holding my daughter's belongings hostage because I refuse to pay the 180. To add insult, they've now tacked on a 25 dollar late fee, which was originally 20 dollars, to enforce that I pay for July @ 180+25, and I can't enter the premises, because they've lock us out until they get their strong arm price. So now I have to pay 205 or they won't allow access... PUBLIC STORAGE IS SCAM!!!!
When I signed up with Public Storage I was not informed this was a month to month rental. After having the storage unit for 8 months, my rent was raised $37. I started out with $195 a month incl. taxes and insurance that is required by Public Storage. I am now at $232.49! I inquired about this and was advise since being on a month to month, after 6 months they can raise the rent, mine was after 8 months. DO NOT rent from them if you're storing for more than 6 months.
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