I have never in my life been more dissatisfied, even infuriated, as a customer. My boyfriend and I stored all of his belongings at Prime Storage for three months last summer as we waited to move into a larger apartment together. We moved into the unit at the end of May. In the middle of July we were passing by the facility and decided to stop in to check on his belongings, as our unit was in the basement and the building itself is not in great shape. (You pay for what you get, I suppose.) We were shocked to find that the ceiling had been leaking for what appeared to be at least a few days, if not weeks. About half of our belongings were destroyed by the moisture, mold, or mildew. The on-site manager Josh was kind and moved us to a much better unit on the first floor, but sorting through everything, discarding our damaged or destroyed items, and then moving the things we could salvage upstairs to the new unit one cartload at a time ending up taking most of an entire weekend. Corporate management refused to give us even a partial refund for the rental fee for the unit, even though they clearly should not have rented that unit in the first place. (Since they didn't refund us and are legally not liable for any damaged items, they had no incentive not to rent out that space to us.)
They initially even told us we were responsible for removing the trash from the unit--and that we couldn't use their dumpster! Thankfully we paid for extra insurance upon moving in, but the insurance company Prime Storage uses paid us a fraction of what it cost to replace the lost items--which included furniture, books, electronics, clothes, and musical equipment--an amount that was less than half of the level of coverage we had purchased.
At one point when I complained about the mold that covered everything (and that my boyfriend and I had to breathe in all weekend during cleanup while I happened to be pregnant), the staff had the nerve to say that mold is "naturally occurring" and therefore not their fault or responsibility. It is not "naturally occurring" when it comes from a leak in the ceiling of a dilapidated building! Save your money, save your time, and save your possessions and pay a little bit more to rent from a company that gives a damn. read more
