BEWARE! DO NOT USE THIS PLACE! Store your items elsewhere!!! The STORE MANAGER, MELINDA HERNANDEZ, has HORRIBLE, UNPROFESSIONAL, UNETHICAL behavior that COST ME $1,000 unnecessarily! My family and I were renting a 10x13 size unit on the 1st floor starting in August 2021 to store furniture while our new house was being renovated. Within the 7 months, we probably visited the unit less than 5 times just to make sure everything was still intact. I had a good relationship with the staff there and anyone I came into contact with, never missed a payment, when they hiked the prices, I never even complained, so I was SHOCKED with how I was treated by this lady, Melinda, who I never met prior to the incident.
Last month, March 2022, my mother, who is a SENIOR CITIZEN , went to grab her empty luggage from the storage unit right before closing at 10pm. She started to feel unwell and decided to sit in her car until she felt better to be in a moving car. Let's remember, she is an older lady. She did not know that her car had to be out of the gate by 10pm. At other storage places we've used in the past, you had to enter within a certain timeframe but as long as you had the passcode you can exit at anytime.
Now when she tried to exit, she couldn't. She pressed the button at the gate for assistance and the operator was really nice, and said everything would be okay and he'll contact the store manager on-call. Now I knew my mother was going to the unit that day and she didn't want me to accompany her because I just had a baby, but I thought she was going early afternoon as she intended but due to errands caused her to go much later.
Now, I'm the first contact on file, so I received a phone call from Melinda in the middle of the night from her cellphone, immediately YELLING AT ME about how ridiculous the situation is and why is my mother there so late and we WOKE HER OUT OF HER SLEEP. Now, I too just woke up out of my sleep with my newborn to this lady yelling at me... I was stunned and shocked by her tone, unprofessionalism and by what she was saying to me. I said sorry, and I didn't know what else to say, and at that moment I didn't know the full scope of the situation but even if I did she didn't give me a chance to explain. In less than 2 minutes, she told me over the phone how IDIOTIC I was for not knowing the rules, she mentioned multiple times how we WOKE HER OUT OF HER SLEEP, she told me 3 times that MY MOM COULD WALK HOME because she is not opening the gate and then she said she was terminating my contract and I can THANK MY MOTHER FOR THAT, and then she hung up of course! I WAS IN DISBELIEF!
My mother ubering home and having to retrieve the car the next day wasn't punishment enough but she was expecting us to be out the following week. This was very overwhelming for me because my husband was out of town and it was just me, my newborn, my toddler, and my mother to deal with this whole situation. I decided to go in person the next day, to meet her and explain the situation and that my mother meant no harm and for her to reconsider but she refused to meet or speak with me. I was DEVASTATED because it was A LOT of stuff that had TO BE MOVED for AN HONEST MISTAKE. I tried to contact the OWNER, unfortunately no response.
The day of the move I made sure to meet the woman who showed no compassion or understanding for an elderly woman and BECAUSE SHE HAD NO PHONE TO HIDE BEHIND, she had a different demeanor. She was apologetic, explaining she didn't know the details of the situation, if she had she would have never terminated us. I told her she didn't know because she never asked. Just as we were speaking as two adults now that is all we needed to do when the problem first occurred. It's called communication, it's a handy tool. Instead over the phone, she was very unprofessional by yelling, and the things she was saying to me was shocking. How is she even in customer service? Anyway long story short lol. I got her to apologize to my mother who felt terrible and gave her some advice on anger issues.
MY FAIR WARNING! read more