One day, I came here sober and relaxed. I had online-reserved a unit and filled-out the paperwork prior to appearing to close the deal. While pre-completing the paperwork, I noticed this business, SmartStop Self Storage (SSSS), had no option to opt-out of arbitration. When I asked to opt-out, (A) SSSS said they force arbitration. Not great, but the rate was right, so I asked "why, when the first month is free, is my due date in nine days*," on October 1st: the lady had me pull-up the reservation to verify the "first month is free" part. Which I did, but as I was doing this, I notice the rate had dropped $4 from the original-reserved rate--Buyer Beware: Your reserved rate is not preserved! --and I asked for the then-current rate. SSSS said, paraphrasing, "Not an issue: the district/region manager will make that change within 72 hours." Great; but I additionally reserved at the lower rate to save my new rate to avoid shenanigans--when I pulled-up my second, cheaper reservation the next day and I noticed the rate had increased back to the original-reserved rate, so that is how I know that (B) SSSS does not honor their reservation rates. I called to check my status each day, and each day there was no update by said manger. (C) After the 72 hours with no update, I packed-up my stuff, canceled the lease, and promptly returned to ExtraSpace Storage. "Why not await the update?" you ask. Well, the facilities are not exactly welcoming:
* (D) My first-assigned unit was already let, and I knew this because it had a padlock on it. Instead of walking back to the office, (E.1) I call. And call; and call... SSSS answers and sends SSSS to rectify, appearing about five minutes later, by unlocking a nearby unit instead. Great!
* I go to place my belongings into the unit, and, yup, (1) rodent feces. So, I stop unloading and (E.2) call. And call; and call... At this point I am sure they have some religious objection to the usage of cellular technology! After about 15 minutes of redialing and getting a "this mailbox is full" message, SSSS answers and agrees to send a broom. (F) Ten minutes waiting later, SSSS arrives, (G) sans broom--which SSSS had forgot--, but asked, "Instead of a broom, would I like a different unit?" to which I assent, and we go to the unit.
* This unit looks fine. No feces, no bugs, but I did notice (2) the flashing on the door (at the bottom to keep-out water) was not robust, so in this flood-prone area, my stuff might get wet. Not great! But the lower rate (which was not honored) fit-the-bill... Then I look-up and notice (3) the ceiling is torn with insulation hanging through the big, gaping hole. "What about rain? Eh" I thought, "...but the rate though!"
I asked for a refund of the non-disclosed $29 administration fee, but SSSS said they only had the option to do a partial refund of only 66% of the fee--after the three days they kept me waiting, mind you--, which violates the "first month is free"-without-caveat (as there was no fine print). So, I had the credit card company refund me in-good-faith instead, which they did immediately (maybe there is history there). If the lower rate led to higher ratings, then SSSS leads the pack with five stars: but unfortunately, quality of both facility and service matter to me. Well, I was willing to overlook the poor facilities (see 1, 2 and 3) given I received the cheaper rate, but the service was also poor (see A, B, C, D, E.1, E.2, F, G) that even SSSS was not able to fulfill its own promise to honor an advertised cheaper rate to close-the-deal! Word-to-the-wise: when someone does not respect themselves, then they do not respect their business (facility and service), and they will not respect you too (and likely their employees). ExtraSpace Storage ran a Web discount that was only $2 more than the original-reserved rate (so $6 more than the lower-reserved rate), so I ran back there, where there was no muss, no fuss, and no stress; you can opt-out of arbitration; and they timely answer the phone too!
Caveat Emptor:
Rent at SmartStop Self Storage if, and only if, you have enough Tequila! to compensate for the stress and wasted time. If you do not drink or do not drink anything as alcohol-rich as Tequila, then do not rent a unit at SSSS. I did not wait to find-out would happen to my stuff at such a sloven enterprise, and rented from a diligent enterprise in ExtraSpace Storage (If you do too, then check for the Web discount, and pay how long you expect to stay--e.g. six months, 12 months, 60 months--in-full and up-front to lock-in the rate so you do not have to keep rate-shopping when it goes up 50%; also request a copy of the countersigned contract).
* It turns-out, that although the billing began within less than one month (not sure how many days they consider a month), the rate was pro-rated. read more
