I would give the local staff 5 stars, however, the complete lack of customer service from their boss, the District Manager, is unacceptable. I will sum up our experience with the email I sent to the district manager below. I have emailed this person twice and followed up with phone calls and still no response. I think 3 weeks is plenty of time to contact me. So much for taking care of customers when the company makes a mistake. I would go with another company.
"Good morning,
My name is Will and I recently rented a storage unit from your property at 4750 S 108th Street.
To be upfront and honest, I am very unhappy thus far with my move in experience.
My wife and I recently moved from Cudahy to the Greenfield area and selected this storage property based off of location, price, and the kind property manager who gave me a tour last week. After touring the property I went home and after discussing it with my wife decided to rent a 10'x10' indoor storage unit. I promptly reserved the unit online and received a confirmation email. We went with an indoor unit vs a drive up because we plan on having our stuff stored there for 12 months and it saved us $286.
Upon arrival on Sunday August 28th, the property manager informed me that "our" unit had not been vacated yet and there were no others available. Our only option would be a drive up 10'x10'. Since we already coordinated for people to help us move that day and picked up our U-haul rental truck, we had no option but to accept the 10'x10' drive up unit.
I asked the property manager if we would get the unit at the same price as the indoor unit and after talking to you, I was informed we had 3 options: 1) accept an indoor unit at another Public Storage location 2) move into the drive up 10'x10' unit and after the first month move all our stuff to the indoor unit 3) wait 2-3 days until the indoor unit was vacated and then bring our my stuff.
As I stated before, due to our restricted timeline, we had no option but to move in on Sunday into the drive up unit. I am/was also unwilling to go to a storage location which was further from our new residence- part of the reason we selected this location.
I too deal with customers on a daily basis and in my opinion good customer service makes or breaks a business. Since your company did not have our reserved unit ready on our selected move in day I feel the responsibility is on your company to make this right.
It is my opinion that we should receive the drive up unit at the same price as the indoor unit we reserved. As I said before we plan to store our belongings there for a year. If the only answer you and your company can provide is that we will have to move our things to the indoor unit after the first month is up or pay for a drive up unit that we didn't reserve in the first place, we will have no option but to go with one of your competitors. I will also ensure that other potential customers are aware of how customers are treated at your properties via all available social media platforms and review sites available. Others should know how they will be treated by you and your company when a mistake is made and how they and you are unwilling to make it right for the customer.
We want to remain a customer of yours at the current property in the unit we currently have our belongings in. As the district manager, I am sure you can find a way to make this right and correct the image my wife and I have thus far of Public Storage. I would much rather give the property 5 stars than 1 in an online review over something that can be easily corrected.
Thank you for your time and I look forward to your response.
r/
Will" read more
