I have been a repeat client of this company of facilities for about 8 years, when Brandy was the property manager of a few . She was a DOLL and always so kind & helpful.
A few days ago, I rented a unit to move in this weekend, our move-in date was yesterday. Everything seems smooth as we are familiar with this facility. Today I get a text message with a threatening tone about some dirt outside of our unit door stating that we were going to be charge if we did not go in and clean it as soon as possible. No evidence or anything was porvided, showing that we did it, so I reached out to my sons, which were the ones who moved our items in. They responded and stated that that dirt was there inside of our storage when they started moving in yesterday, as if the storage unit hadn't been cleaned out before it being rented to us but they just swept it off to the side and didn't think anything of it. So I screenshot of that and sent it back in the text message and then called the facility to speak to the manager. The manager wouldn't even let me get the first two or three words out when I started asking questions and letting her know what my son had said, and that I was going to attempt to explain her but I couldn't go today but I was happy to go another day. She came off so rude and disrespectful not letting me speak started saying that she had the floors professionally cleaned and that it was our fault and that she didn't have to provide anything etc. I got very annoyed and I said why don't you look for whatever footage you need to and ensure that we are the ones that did that and if so send it to me and then we will deal with this when I when I get back Home. She said she would message me or call me later. About 45 minutes pass, she calls me and she's claims to me that she's unable to send me any kind of camera footage because she wants me to go in person to see it. I don't know if she was talking about the dirt or the footage but I told her I am in Houston right now I'm dealing with a family members potential death, I have someone in the hospital that is very ill and we were called as an emergency to say our goodbyes. I told her I can't deal with this right now but I'm happy to deal with this later or tomorrow. Just email me whatever you need to and we can touch base soon but I can't deal with this right now. She kept talking over me and said I'm not going to hang up until I say what I have to say in such a derogatory and confrontational tone. All she cared about was getting her point across. I explain to her again I'm dealing with the family members possible death in Houston. Please just let me deal with this later and you can send me whatever evidence you have
It's just dirt, not that crazy, definitely not that serious. A simple sweep up and a dust pan would've taken care of it. instead of her, finding her compassion in that moment for the situation, and hearing my distress, she kept getting loud and finally I had enough I was dealing with my family in the hospital room and I hung up. I was not going to continue to let her berate me over the phone. She then kept calling back over and over and over again and I kept letting it go to voicemail because I just wasn't gonna deal with it and I'm not trying to be confrontational with her at this point. I think it's inappropriate and unprofessional at this rate that she's talking to me. I finally answered on the six car and I said what part of I'm dealing with a family issue do not understand, can you not let this wait until later or tomorrow? This is ridiculous. This is so inappropriate and you're harassing me at this point. She then said fine I'll hang up and she hung up on me . I don't know what got into her and I don't know what made her think this was OK. But I am appalled. I feel unsafe and uncomfortable having a personal belongings at this facility, she never gave me a resolution or evidence to what she was saying and I understand her having policies or whatever about cleaning but there is ALWAYS a better way to handle these things. read more
