Even though they claim to have great customer service and be military friendly, I had a different experience. I am stationed overseas and needed to store some of my belongings locally in a storage unit. I researched the different options locally and found this unit to be very competitive in both location and price. I visited the unit in person and reserved it with a down payment. I confirmed my move-in date (Saturday) three times over the phone with the managers and was told I could move in anytime. During these confirmations, I found they actually lost my reservation twice. I arrived with everything loaded in a truck on Saturday at 5 pm, but they were closed. They apparently close at 4 pm on a Saturday and are not open at all on Sunday, which I find odd since weekends are prime move-in times for most people. The managers never told me this when I confirmed my move-in date over the phone multiple times, again they actually said I could move in anytime. When I arrived and saw they were closed, I called the weekend call center and they would not help me. I was told "employees also need their days off so I can't have anyone come to open the unit for you." She was unwilling to call a local manager to open the unit. I explained that I was in the military and actually came back from my overseas location this weekend to specifically help arrange my move, so I don't have the option of coming back on Monday. Everything had been arranged to move in that weekend, including a truck rental, hiring moving help, and taking military leave. The call center still did not help me, in fact they encouraged me to take my belongings to another storage unit if needed. I was absolutely furious and had to scramble to find another storage unit at the last minute. I was then told my reservation deposit is non-refundable as that is company policy. How is that for good customer service?!?
Other noteworthy things I noticed about this company: they have changed managers since I started dealing with them, they cannot offer a free truck rental with moving in anymore because they lost their insurance (a manager told me this), and their gate sign still says they are open on Sunday despite their actual hours. I was going to rent a unit for 3 years while overseas, and my parents were also going to likely rent one. That's two long term units they lost for which they don't seem to care.
All this points to a poorly managed or failing business with customers not the top priority. I would be very wary before committing to this company. Who knows what would have happened to my belongings if I ended up moving in with them. read more
