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Tustin, CA

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Public Storage

3.3 (52 reviews)
Closed • 6:00 am - 6:00 pm

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Incorrect access hours still posted in front of facility as of March 17, 2018.
Renee M.

Our nonprofit rescue group secured a 10x20 storage rental here in July of 2017 and had absolutely no issue with this facility until March 16th and 17th, 2018. We specifically chose this facility for three reasons. One, they allowed facility access from 6 AM to 9 PM. Two, they were located close to one of our adoption venue stores. Three, they offered the unit at a really great price. We were good customers. Our monthly rent was always paid on time. We cleaned up after ourselves and, on occasion, even helped management with clean up for messes left that we weren't responsible for. However, a few months after we secured the unit, they changed the access hours from 6 AM to 9 PM to 9 AM to 6 PM. No bueno. The primary reason we chose this facility as opposed to other storage facilities were the access hours. Most of us work full time jobs. Not all of us who would need to access the unit live or work in the area - or even in the same county, for that matter. But it wasn't imperative we find a new facility immediately so we put it off because we liked the place and it suited our needs on the other two points. On Friday, March 16th, we had a food distribution of 4 pallets in Gardena. We rented a U-Haul to pick it up at 3:30 PM. We then transported to the storage facility in Tustin. We arrived well before 6 PM and were unloading. At 6 PM, the manager, Katherine, told us we had to leave. Our 3 members who were there at the unit forgot the hour change they'd made a few months back - and the sign posted out front still had the old access hours so they didn't realize they had overstayed beyond closing. The manager made it clear she was not happy we were still there. We were almost finished and begged another 15 minutes to get the last of the food into our unit, secure it and get ourselves off the premises. The manager grudgingly said okay and that she'd be back in 20 minutes to let us leave. She then left the facility and locked the front access gate. In 15 minutes, we were done - but locked in. We waited for the manager to return at the time she specified. She never returned. At 6:40, we called customer service. The rude and unhelpful service agent advised we leave through the walk through gate but leave our vehicles overnight and come back for them in the morning. Seriously? Our three members locked in live in Corona, San Juan Capistrano and Lake Elsinore. So, one of our members broke the lock on the gate in order to get the vehicles through. The gate was then closed and the lock was returned to the gate and the facility was re-secured. However, doing this did screw up the code and it would require a re-set by the facility. The following morning, we received a "damages charge" for $250.00. While foster parents were there to pick up their food shares Saturday morning, the same manager approached us and said, from now on, members would need to park outside the storage facility, walk in and then walk out with whatever they were bringing to or taking away from the unit. She accused us of "conducting business" on their premises. We clarified we are an animal rescue group and our members are picking up their food shares. There was no transactional business being conducted. The exchange was extremely rude and unpleasant - and also witnessed by several people. I accept the fact that we were responsible for contributing to the situation by being there after 6 PM. I understand the possible frustration the manager felt because, since they changed the access hours, I'm sure this has happened numerous times and she was probably annoyed to have to deal with it - yet again. After all, she's off work at 6 PM and doesn't get paid extra when customers do this kind of thing - although we would have happily compensated her for those extra 15 minutes she had to wait on us. I also accept that all this could have been avoided entirely if we had opted to move out and find a storage unit with better hours that suited our needs back when the email notice went out that they were changing their access hours. However, in that time, they also could have also changed the sign on the front of the facility that reflected the correct access hours. As mentioned previously, the sign posted still indicates the access hours are from 6 AM to 9 PM. We have a membership of over 120 people. Everyone in our membership has been made aware of the experience and, as a result, Public Storage as a company and irrespective of location, has just lost potential customers as well as our patronage. We learned from other heads of rescue that they've experienced similar at their Public Storage facilities when they hadn't left before the closing time on the dot. Apparently this is just what Public Storage does to customers. We paid the $250 damages fee but also sent in our Move-Out notice and will never be using Public Storage again.

secure? someone can easily fit through this opening and take what they like.

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11 years ago

Angelina is a good and friendly agent. She showed me what I need and explained everything to me with patience.

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10 years ago

Great facility! Lots of room for a good price. Robert was wonderful to work with. He was very patient and answered all of my questions!

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12 years ago

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10 years ago

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11 years ago

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10 years ago

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9 years ago

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11 years ago

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9 years ago

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11 years ago

The facility Is great, also has great customer service and really easy access, and Denee was really nice and super helpful !!

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12 years ago

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11 years ago

AAA+++ service! Corey is always very helpful and friendly. He makes having a unit here very easy.

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Review Highlights - Public Storage

“Luis and all the staff at this Public Storage are fantastic and go out of their way to help.”

Mentioned in 4 reviews

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