Initially, our experience with Public Storage was positive. We called ahead, explained that we were looking for a longer-term storage solution, and signed up during a promotional rate. Before committing, we specifically asked whether rent increases happened immediately due to the month-to-month terms, as stability in pricing was important to us. We were told increases were not very frequent or extreme.
Unfortunately, by month four, we received a 50% rent increase. While we understand that periodic increases are part of the business model, a jump of this size felt excessive, especially given the expectations that were initially set.
What was even more disappointing was the lack of customer service when we attempted to discuss options. On-site managers were unable to negotiate pricing or offer solutions to retain our business. Calls to customer service were frustrating--we experienced disconnected calls, difficulty reaching someone with authority to help, and were told managers were unavailable with promises of callbacks that never occurred.
As a customer, I did not feel valued or treated in a way that aligns with the company's stated commitment to service. It felt as though significant effort was made to attract new customers with promotional pricing, but little effort was made to retain loyal paying customers once rates increased.
We understand businesses need to adjust pricing; however, we were disappointed by the magnitude of the increase and the unwillingness to negotiate, especially when there are comparable alternatives available at more competitive rates.
Due to both the pricing experience and how we were treated throughout the process, we will not be continuing with this facility and would not feel comfortable recommending it to others. It is unfortunate to lose trust in a company over what could have been resolved through better communication and customer retention efforts. read more
