If you were my friend, I'd recommend you store anywhere else BUT with Prime Storage…read more
Echoing much of what Daniel H. has already stated in his review from May 2023. What he is stating is congruent with my own experience. I also was content & had a good professional relationship with the previous owners of this facility . I'd been a customer of that company for well over a decade at several other locations. I was only at this location on Wildcat Lane for a few months before Prime Holdings bought the (formerly) Extraspace Storage location out. The downward spiral was instant.
InitialIy, I was told this downard spiral was because of a rigid District Manager (or general manager?), & it's true that once they got rid of that manager, my rate did go down a tiny bit. My rate with Extra Space had been $60-something & it went to $80-something with Prime. When they got rid of the rigid District Manager, my rate dropped to $77, but they force you to buy their insurance which is another $15.
What I didn't know is that at some point in the early months of taking over from Extraspace, they changed my gate code so I had no access to my items, despite the fact that I was continuing to pay on my unit fees. At some point, they also changed the lock on my unit, but claimed they did not (my key did not work).
In a phone call with a woman who took my last payment (Angie?). She nastily told me that I would never have access to my things in storage unless I signed a new lease & that if I showed up, I'd be walked down into the office & required to sign a lease, & only then would I be able to remove my items from the unit I've been paying on for well over a year, with no access. She then asked me why I still continue to pay on my account if I've had no access to my items for over a year. I almost screamed at her, "because if I don't pay you'll put my items up for auction!!" She instantly shut up when I said that because, of course, she knew that was true & she couldn't rebut it. She had the last laugh though because she left a $20 late fee on my account, AFTER she told me I was paid in full & that late fee threw my account into a late status where it could be auctioned with over $250 worth of additional fees added on.
The next person I talked to, Zack, claimed that "maybe she was trying to help you." WT...? How in god's name does that help anyone??? What it did was enable them to put my unit up for auction while I was awaiting a call back from the District Manager, who never called.
I got so fed up that I finally called Prime Holding's in Saratoga Springs in NY& requested the DM for the Wichita area to contact me. They would not give me the person's email address so I could message them. I suspect they don't want a paper trail.
Yesterday, I spoke with Zack who told me that he checked & my gate code had not been used in 16/18 months. Zack also told me that a new recording system for the phone system had been installed & he might not be able to find the recording of the woman telling me I would not be granted access to my items in the unit until I sign a new lease. He later told me, in the same calls, he would review the calls & get back to me? He also laughed at me, while we were on the phone, telling me they are not in the business of keeping people's things, which he did to, what?... make himself feel superior? I mean, duh, of course, they don't keep people's things. Their business model is to auction them off, unseen, to fools who like risk & occasionally get lucky. Notice, I never once have ever thought they wanted to keep my items or anyone else's for that matter. That's ludicrous. Zach was making ASSumptions.
Today, I received a phone call back from Zack & he was more professional because the call was being recorded. He claimed he could not find any recording of the woman who told me I can't have my things until I sign a lease. How convenient. Remember, this is after he already told me yesterday they had a new phone recording system 44 days ago & probably wouldn't have the past recordings since this call took place in early Feb 2024 & it's now April 25. Now, he has asked me to provide him w/the time & date...probably so he can find it & erase all evidence of it. Let's not forget that "new phone recording system" that was installed 44 days ago. smh
...& even after calling Prime Holdings HQ in Saratoga Springs, I still have not heard a thing from the District Manager.
I have dealt with two people there who generally have been polite, professional, & helpful. I believe their names are Jackie & Brian. I will double check on that once I look back at my notes.
PRO TIP: don't allow them to talk you into what they claim are a "VIP unit" that is supposedly convenient to the elevator. Ha! Those units are a *nightmare* because people are always walking by & if you are loading/ unloading items into your unit you will *constantly* have to stop, move your things & let them go by with their things, over & over & over.
