Really weird experience with this location. Poor corporate communication and rude/defensive/generally unpleasant and unhelpful service from the branch staff.
I made a reservation online and got a voicemail to confirm I was going to take it, which I was expecting since it was noted in the email I received after. Admittedly, my voicemail has been screwy, so I didn't call back until after a day had passed or something, and I knew it was a confirmation call, so I didn't bother lisening to the voicemail. But I called the main line and confirmed that I was going to move things in a few days from now. All seemed great and fine - I even ordered a lock.
I get another voicemail today (which was left yesterday), after I had already confirmed. So I listen and then call back and hit the direct line number to the location just to check in.
I explain to John, who answers, that I have already confirmed and want to just make sure everything is OK. He says the unit was taken and then, without me even reacting, immediately berates me for not calling him back directly, and repeatedly gets upset that, instead of expressing my concern that I could very well have been screwed by ezStorage's miscommunication, I am not fawning over him for "going above and beyond" and calling me multiple times. Please excuse me for not making that my priority.
He's 98% telling me I'm the screw-up and 2% trying to get me to just call back again because units open up all the time.
Here's a tip. In 2016, it is not an unforgivable sin for someone to not hear their voicemail and then just call back the number that appears on the screen. I am not crazy or stupid for thinking I am taken care of when I speak to someone on said line who says I am good to go. Now, maybe there are issues reconciling call records or some call center person screwed up and it isn't your fault as the location staffer. I can accept that. But for heaven's sake, if that's the case, acknowledge to your customer that it's unfortunate, there was some error somewhere, even swallow your pride to say the company screwed up somehow. There is no need to condescend to a person who is concerned about the idea they may have been left with a moving van full of homeless stuff in a few days if they hadn't called you.
Frankly, I would rather just deal with another company (or even just another location), or a random homeowner with garage space, to avoid someone acting like such a wang. There are plenty of storage units in a major east coast city. Especially a transient one like Baltimore.
As a woman, to me driving 2 more miles is worth not dealing with an uncalled for hostile attitude from a guy whose company didn't get it right. Pretty sure being belittled isn't a condition of renting a sheltered box for my things.
**I should add, the corporate office heard me out and was accommodating of my needs. We will see how that works out, but I have no complaints about their demeanor (even if the misalignment of my confirmation was their error). read more
