** ITS BEEN 6 DAYS SINCE I SPOKE WITH CUSTOMER SUPPORT 9/3, WAS TOLD 24-48 HOURS BEFORE I'D RECEIVE A CALL BACK. I PHONED AGAIN TODAY, 9/7, HAD TO RESTART WITH A NEW REPRESENTATIVE, WHO VERIFIED NO NOTES ON MY ACCT. SAID CHRIS WOULD CALL ME BEFORE LEAVING. I EXPRESSED MY DIRE NEED FOR SOME ASSISTANCE ON BOTH CALLS! COME ON SMARTSTOP!!! Perhaps you should listen to the redundant ad that plays while on hold... boasting that your customers needs matter. I DON'T BELIEVE THAT TO BE TRUE AT ALL. THE ONLY NEED THAT I FEEL IS MET IS GREED ON SMART STOPS BEHALF!! DISAPPOINTING TO SAY THE VERY LEAST. I WILL CONTINUE TO PURSUE THIS UNFORTUNATE MATTER. ** My original review: I have had a few issues with my local Smart Stop that have greatly impacted my experience in a NEGATIVE way. I am someone who prefers to give positive feedback, however, my most recent experience is both frustrating and disheartening. I am currently homeless and suffer from numerous health conditions both mentally and physically. Depression, anxiety, PTSD, multiple back surgeries, history of breast cancer with a new finding of reoccurring abnormalities to mention a few. Last month August 2020 I was unable to pay my unit fees. I was aware that late penalties were going to be charged to my account. I am on SSDI and have limited income paid on the 3rd monthly. When I called to pay my bill, planning to downsize from TWO (2) units to one(I) as I HAD finally found a home renting a room, which I now may have lost as I've nothing to fill my room as well as trying to wait and see what upcoming monies Smart Stop required. I was told that in addition to the late fees there was $125 fee per unit, saying after 30 days, (I was 3 days past) a LIEN was applied as well!!! Inititially I was quoted $445, upon calling customer service I was told $615!! What's wrong here?? 2 storage units filled with all that I own to my name! As of today, 4 days after speaking with customer service, no had no return phone call to at least offer some resolution. Three (3) separate instances of theft, got no help at all in pursuit of video surveillance, with those. I was told there was no quality video. Once, I was locked INSIDE the gate at night, unable to open the gate, when reported, there was no concern or assistance whatsoever. In addition to various unnecessary other negative incidents, none of which were even acknowledged, I will be happy to identify if interest is shown. Bottom line, in light of today's struggling economy, Covid-19 nationwide crisis to which aid has been rendered in many ways, it is quite disturbing and inappropriate that this nationwide profitable company could not show me, a client for close to 2 years, the very least a phone call to discuss my unfortunate current situation. Some human compassion, a return call would be a nice gesture. I am prepared to vacate immediately if given the opportunity, I just want what few things I have left, valuable only to me, not to be sold or thrown in a dumpster. If that does happen, please kindly remove the light bulb as well since I had to bring my own. read more

Zero stars customer service! I had a terrible experience with Reeina who claimed to be a manager. Long story short : I have had an autopayments for the last 3 years. And the card I used for the payments had to be replaced with the new card due to a new expiration date . I came to the office with my new card at least 2 weeks before my next autopayment. An employee (I don't know her name , it was a young African-American lady) took my new card, did something on the computer and told me "You are all set!". Nearly a month later I had received a letter that I only have 2 weeks to pay the amount in full or "YOUR RIGHTS TO USE THE STORAGE SPACE WILL TERMINATE, YOU WILL BE DENIED ACCESS,AND AN OWNERS LIEN ON ANY STORED PROPERTY WILL BE IMPOSED." Notification date on the letter is March15,2019. The post office stamp is March 18. And I received the collection message on my cell phone on March 21. I immediately called to the office, and was treated very rude from the beginning. I had explained the situation. Clearly the employee who updated the card info made a mistake. And the manager Reeina replied " we tried to contact you". It was an obvious lie, and when she saw that didn't work she said " you have to watch your bank statements closely and contact us. We are here very busy..." THE WHOLE POINT OF THE AUTOPAYMENT IS TO LET THE OFFICE MANAGE THE PAYMENTS, AND CONTACT ME IF SOMETHING IS WRONG. I had done my part by providing the new card info 2 week in advance, they had done a mistake, and now I have to pay late payment fee. She was rude to the point that she said " I am very busy now, I have a new employee to be trained, and you can stay at the office all day long, I am not going to do anything". WHAT KIND OF TRAINING IS THAT ? TO TEACH NEW EMPLOEES HOW TO IGNORE CUSTOMER'S NEEDS? All what I asked was to waive the late payment fee since there is no my fault at all. When I saw that she is giving me an attitude,I asked who is her superviser and how to contact her. She said " the supervisor will contact you within 48 hours." I knew that it is a dead end, and I called 2 times more to their corporate number. All I got " The manager will call you back" or "Let me transfer you to your local office". I DON'T WANT TO TALK TO ANYBODY AT THE OFFICE WHEN I WAS TREATED BADLY. 13 DAYS AFTER I AM STILL WAITING FOR A CALL FROM A DISTRICT MANAGER. All I can say, they do not appreciate the loyalty of the customers. I pay $137 for 5X10 unit, and I started 3 years ago with approx $90 per month. IF I TAKE MY BUSINESS ELSEWHERE ,AND EVEN IF THIS UNIT WILL BE RENTED RIGHT AWAY, YOU WILL NOT BE ABLE TO CHARGE $137 TO START. The storage will be loosing nearly $50 monthly before you can raise the price gradually again... Of cause if someone rents this unit for so long. And I just received another RATE CHANGE NOTICE "IN ORDER TO MAINTAIN OUR HIGH STANDART AND PROVIDE YOU WITH THE CUSTOMER SERVICE YOU DESERVE ( WHAT A JOKE !!!), WE FIND IT NECESSARY TO INCREASE YOUR MONTHLY RENTAL RATE EFFECTIVE May1,2019." read more

I recently had the pleasure of working with Marcus Michael and Reina from Smart Storage, and I couldn't be more impressed with their professionalism and service. From the very beginning, both Marcus and Michael were incredibly helpful, friendly, and knowledgeable. They made the entire process smooth and stress-free, answering all my questions and ensuring that everything was clearly explained. Marcus showed great attention to detail and made sure my storage needs were fully met. Reina was equally outstanding--courteous, organized, and very responsive. It's rare to find a team that genuinely cares about their customers the way they do. If you're looking for reliable and trustworthy storage solutions, I highly recommend Smart Storage--and especially Marcus and Michael. read more

Reviews are such BS If you're a business and value your time and energy-go elsewhere, seriously. This place is worth the price IF YOU DONT MIND: -Cockroaches -Broken unit lights -Homeless encampments on the trail adjacent to property. -More encampments on the freeway on the OTHER side of the trail. -Ghetto minded laborers/customers + poor low class behaviors: -Loud obnoxious music, -Speeding their construction trucks and trailers -SNEAK/Enter the property using YOUR ACCESS CODE (they speed up in front of you or right behind you before hate closes). Just spent that extra $20 or $30 and go some kidwhere safe.Thats what I'm in the process of doing. read more

Termites, Rodents, and Theft - A Storage Nightmare ! Extremely disappointing experience. I had stored several items in a 10x5 unit for almost two years, only to discover most of them missing. I realized this while searching for my hurricane preparedness supplies, which were nowhere to be found. A more thorough inspection revealed that many other belongings were also gone. To make matters worse, the unit was infested with termites and rodents, forcing us to discard several items that had been damaged and contaminated. read more

I visited this facility while searching for a storage unit, as I needed to downsize. Reyna was extremely helpful throughout the process and demonstrated excellent knowledge in recommending the appropriate unit size for my needs. While the facility may be a bit older, that is reflective of ownership rather than management. Some comments mention concerns about the property's condition, such as broken doors, but my experience with the staff and service was positive and professional. read more

Stay away this company will nickel and dime you, 2 RATE increases in less than a year....other storage companies have place a hold on rate increases due to this virus not this money grubbing company...!!! DO YOUR HOMEWORK this company does rate increases every 6 months (per) Rayna @ SmartStop.....Be smart and DON'T STOP there read more

Apparently when you pay these people some nearly $400 a month, then go to your storage with help to move your stuff, they treat you like a criminal. What a waste of time and money and just because of the manager or whoever the front counter lady is I'm going to end my contract and take my business elsewhere read more

Your human resource department needs to be congratulated. I have had the opportunity to meet with Riva at your Concord CA. operation many times. Riva is a dedicated employee, knowledgeable, and good with customer's needs. Please pass on our thanks for a job well done. Janice Zysman #122/816 read more

Management will not work with you, they do not have any people skills, they are employees working for a paycheck and have no care in going above the call to action. When it comes to a storage facility that is already pretty low. read more

Scammers,beware Im renting a storage there They raise it non stop in one year I'm paying now $430 after another rise As a contractor need to find my next place I can't stand this greedy place At Covid 19 time read more

Smartstop Storage/Concord is a bad place to rent a storage, they went up $60.00 on my storage unit three times in one year , they are gouging for money, they are racist read more