ROXANNE KALEND SMART STOP SELF STORAGE (916) 799-3633 Store #6091 Locker #G029 7760 Lorraine Avenue Stockton, CA 95210 I am writing this letter to express my sincere disgust, disappointment and outrage with SSSS. SMART STOP SELF STORAGES' lack of basic customer service skills, procedures, professional management, procedure protocol and lack of respect was senseless. Due to the negligence and lack of interest from corporate management, REGGIE VENABLE AND JACOB RODREGOUS The site manager was on able to assist my in any wasy I am experiencing needless significant personal losses. My locker was robbed in November 2023, due to a lack of security. I am told the staff on site is not able to investigate the alarm sounding. SSSS policy is not to investigate, they assume it was an animal tripping the alarm. The police are never called, no police reports are ever taken. I pay for a 24/7 security service and expect it to be provided. I was told not one of the 9 cameras on the property was functioning. The property entrance, storage rows and fence line were not being recorded by surveillance cameras no security guards or dogs on the property for live time responses. The Sentury Executive Gun Safe and its valuable contents was stolen in its entirety. In November 2023 my locker was also crashed into by 2 cars. The door was mangled, exposing the contents of the locker to severe storm categorized weather conditions. Extreme winds and exceptionally intense rainfall invaded my locker. This created extreme damage. The locker was open to the weather for 4 months. The rear wall of my locker was cut open by a vandal to create an entrance / exit. My locker was invaded by rats, cats, and homeless people, water an wind. They ALL took my locker as their home for four months. They left large amounts of urine, poop, spit and general destruction. My entire locker was ransacked. My boxes were tipped over, opened with the contents broken, stolen, urinated on and pooped on for four months. SMART STOP SELF STORAGES' lack of basic customer service skills and procedures cost me a substantial personal loss, mentally, emotionally and financially. No professional management protocol was available. Four months of neglect made a bad situation worse. The site manager was not able to assist me in any way due to a lack of training in loss prevention and protocol. Corporate management guidelines are vague and useless to the site manager and customers. Due to the negligence and lack of interest from corporate, regional mgr., claim department and the district mgr. the damage to my personal property grew more intense as time was wasted senselessly. At the very least I expected a phone call or email to apologize and explain the plan to repair the damage to my property. November 2023, 3 lockers were damaged. My locker was crashed into by 2 cars. The door was mangled, exposing the contents of the locker to severe storm categorized weather conditions. Extreme winds and exceptionally intense rainfall invaded my locker. This created extreme damage. I had to dispose of quite a bit. The smell of human waste, and the urine, poop and rotting food was unbearable. Think for yourself - WOULD I WANT TO DO THIS - REMOVING HUMAN POOP. The locker was open to the weather for 4 months. Water damage occurs fast, which creates mold, mildew and general destruction. SMART STOP SELF STORAGES' lack of basic customer service skills and procedures cost me a substantial personal loss, mentally, emotionally and financially. No professional management was available. Four months of neglect made a bad situation worse. The site manager was not able to assist me in any way due to a lack of training, communication, guidance & support from Jacob Rodrigues. His refusal to acknowledge her plea for help & guide her in the direction of loss prevention & theft report protocol. Corporate management does not provide guidelines on theft report submission. Due to the negligence and lack of interest from corporate, regional and district management the damage to my personal property grew more intense as time was wasted. Smart Stop' district manager DISTRICT MGR. JACOB RODREGUIS was not interested in escalating this situation to the proper management or department for support and guidance. Numerous attempts to contact him went unrecognized. In calling corporate several times, asking for help, went unrecognized. Not one call was repeated. The claims department TERRI (?) did not respond to any of my requests for communication support. All requests & attempts for communication and guidance over 4 months were ignored by all levels of management. This venue will not allow me to continue my long post. Please take my warning words seriously read more

i reaaally wish i looked at these reviews before getting a unit. its only been about 3months and there is rat poop everywhere....holes in my bags of clothes/ kids toys from the rats. i move a bag while in my unit and it started moving (there was a rat in there) so gross. And to top it off I have to be the one to clean it / the unit and I have to be the one to haul it all away.....smh read more

Every 6 months they raise rent. In January 2023 it was $87, 6 months later in July it raised to $136 and now in December it is $150. Going to cancel as the raising will never stop. Not worth it. read more

I'm renting a small storage site here, and it's the best storage unit I've ever rented. Customer Service has been nothing but Outstanding. Carolyn always handles my questions and concerns; I love how she interacts with customers. She treats them with equality and respect. At times, I call Ashley always has a positive attitude. Qudos to them. Now that I first rented my storage unit, I was surprised at how clean the unit and facility were. More than six months later, there was no rat infestation. I sprayed Mighty Mint Peppermint Oil Rodent Repellent Spray, which hasn't been there for four months and is still very clean with no rodent poops or bugs. I have read some bad reviews, but people must do their share of putting some of this stuff or the Ultrasonic Rat Repellent to protect their items. Thank You keep up the excellent work. read more

This place would've deserved no stars had it not been for the attendant being helpful during the times we needed him. In the beginning, I complained twice about rat droppings and the damage to some of my items in the storage unit. I did not file a report as suggested by the attendant as I did not feel the damaged items were worth the time and hassle. He sprayed the perimeter in and outside the unit and threw several repellent pouches, I think, into the unit and said that should do it. Today, I went in with the goal to consolidate and toss what I don't need. Each and every box had rat droppings on the lid and everything was dirty and dusty. As we dig deeper towards the back it just gets even worst with the rat droppings, all over just about everything. It's disgusting and unsanitary. Looks like I'll be trashing more than I anticipated. And to think they raised my rent by about $30. read more

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Dirty, ruined all my furniture because of their rat infestation. Do not come here if your care about anything you want to store. Awful service. Even when the office is open, no one is in the front or available. I literally got sick from the rat fecal and urine smell from try to get my stuff out of that disgusting place. If I could give negative stars to this place, I would. I wasted my money using this place as storage. My couches are totaled. I wish I would have taken more pictures of the damage and rat droppings everywhere. Disappointed and disgusted is an understatement. read more

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The manager is awful and rude. I found rat feces all over my unit. I even found a snake inside of my unit and by the time I went to get the manager and begged her to come get it out of my unit it was gone. She didn't offer to call pest control or something. All she said was if it shows up again I'll call someone. I tried to speak with someone higher up in the company but he never responded to me. I'm telling you now DO NOT STORE THERE. read more

SmartStop Self Storage - Self Storage Near Me - Stockton, California

We just rent a storage here guy here is so helpful he repair our gate and he changes the lock were so happy that we found a place like this

Awful awful awful. Like everyone else, our property was completely destroyed due to their pest infestation. I was disgusted to even find dog or cat feces in the hallway outside of our unit. I am appalled that a company could remain open that is ran in such a disgusting way! Stay away! read more

So the storage seemed fine at first but we quickly realized that there was rat poop everywhere. I brought up to the storage attendant and they told me to buy pine sole and pour it outside my storage cause it scares the rats away. Everything in my storage had Poop everywhere I highly recommend that if you like you're things don't store them here. I only gave it a 1 star because theres nothing lower. read more

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Tim, over at Smart Storage on Lorraine Stockton, was so very professional and helpful. We had an emergence move and he got us in same day no issue. Really appreciate his kindness. Monique read more

I used SmartStop for over a year now and have been happy with our service. I recently moved and no longer needed the unit and I was helped by an amazing individual. Caroline made me feel comfortable even though she was losing my business and closed my account out seamlessly. There's no pressure here just good service with a good product. read more

We had our items here for a few years. Always paid our bill on time. When it came time to move out I asked the manager if they would prorate the current month as it was only the 5th. I was told NO because I used autopay. I made multiple attempts to have this money refunded with no response. We left the unit well cleaned. So let me understand this. Because I was a good customer and always paid my bill I get ripped off? Unbelievable. Close to $200 wasted. Greedy owner. DO NOT USE AUTOPAY HERE. Also it seems the rate was increased every few months. Facility is in poor condition. Our boxes were wet on the bottom from moisture wicking up from the concrete floor. Also full of rat poop. A horrible experience. Stay away. read more

I would give them a ZERO if there was an option. STAY AWAY from this company if possible. FAKE, LIAR, and UNRELIABLE. There are plenty other storage space around the area. I called to let them know of my intent to vacant and remove my autopay (they suggested so). Then 3/8 I got a text saying to contact them to avoid late fees. I called right away and told them I intent to vacate 3/11 they said OK just stop by and pay the pro-rated amount. On 3/11 arrived at 4:30PM to vacate and my access code was DENIED! I had my moving truck and movers with me. I called the national # and they said in order for have access to the gate I would have to pay the full month. I told them the person I spoke to at the location said they will pro-rate the amount but operator said her system does not allow and I should talk to site manager next day. I went ahead and paid in FULL + over the phone fees because it's the only way I can have access to my space and vacate. The next morning I went to the office when they opened but Justine who is a staff member referred me to the manager was not available and that he will call me the next day. I waited 4 days and did not receive a called so I called back. Anthony who answered and identify himself as the assistant store manager said there is nothing he can do (when the notes in my account mentioned my calls and the intended vacate date). I don't believe that they cannot issue me my refund for the pro-rated amount. It's a freaking national chain company. Not a mom&pop shop. Even Mom & Pop shop have better customer service than this. Bottom line, this company only cares about the money and does not keep their words. Once the money goes into their pocket that is it. At the time of signing they will sweet talk to you and tell you that their on-site manager is available after-hours and such but when you really need them they are no-where to be found. read more

Chelsea had provided me with high quality level customer service! She made my experience prompt and pleasant. I had came to this location last night thinking if I'm here before 10pm then I can pay for my reservation. There was a little mis understanding on my behalf regarding the hours of operation. I was a little upset because I had to send my truck driver back last night. But Chelsea expertise and professional manner made all the confusion go away. She also was really informative on the insurance policies and storage restrictions. She is an asset to your company! I am a Supervisor where I work at and we would love to recruit people like Chelsea. read more

My rating is high ,because Sean was super speedy really friendly and efficient thanks Sean

If there was a way to give negative stars I would. My unit was broken into and another lock was placed on it. The cameras on site are all spray painted black so what's the use? We told management of the situation and weeks later, to this day nothing has been changed. Later find out that there are some units with people living in them and yes management is aware! Extension cords running into units. Mice feces in the halls and units, no lighting in the halls or units at night! Definitely better off going some place else! You get what you pay for! We thought we were getting a deal when comparing to some "big name" storages but it's definitely not worth the headache. We did get insurance on the unit and we're having a terrible time with that! After weeks of speaking with the claims rep via email and phone tag, we still haven't received our settlement check! Even the amount of the settlement check made us sad to settle! WE STILL ARE WAITING!! Management does nothing to fix the problems. They know people are living there, stealing from units, and they do nothing to fix the problem and we are still waiting on our check from the claims rep! And they had the nerve to tell us we owe them fees!!!! SMH,! Save yourself alot of time and trouble. Don't go here! Doesn't even deserve 1 star! read more

This morning started off being one of the worst days.Until i came to my storage and melissa the kind csr went above and beyond the call of duty and helped me out and turnd my whole out look on how one person helps another in need.She was very polite and. High spirits real brightened my day. Thank u so much. And i recommend this place for anyone who needs to start their safekeeping. read more

Had a unit with them for about a month and a half. Went by to put more into the unit and found that my lock had been changed. Had the manager cut the lock off and found that most of my stuff had been stolen. Someone had replaced my lock with theirs so they could come back and help themselves to the rest of my property. This facility has NO CAMERAS OR ALARMS!!!!!!! The managers seem like good people, it's the tenants that you have to watch out for. read more

I rented a storage unit from this facility on 06/30/2013. Paid my current months rent on 08/01/2013 and went to my unit on 08/03/2013 to pick up a car seat. My unit had been broken into. I spoke with management who acted as if she didn't' know why my disc lock was replaced with one of their padlocks and then when she unlocked my unit and I expressed my frustration because my unit was trashed she nonchalantly informed me to contact insurance. She blamed everything on an assistant manager who was no longer there. The next day I went back and she was extremely hostile, and called the police to have us removed. The police instead was able to get her husband to admit that HE was informed of a break- in in another unit and "investigated" which led to him changing my locking system on 07/31/13. So according to him, they knew about it on 07/31/13, took my money on 08/01/13 and didn't inform us of anything until I went to get something on 08/03/13. Had I not needed that car seat, I still don't believe I would have been contacted. His wife - the manager - actually told me I was interrupting her and she had more pressing matters to attend to when I attempted to get information about what happened for my insurance claim. The police were very helpful and attempted to get us the information needed, but the manager mysteriously couldn't find any of the reports that she's required to file. I took pictures of everything AND recorded my entire conversation with her. I think this was an inside job, but that's their story and they're sticking to it. BEWARE!!!!!!! DO NOT RENT A STORAGE UNIT FROM THIS COMPANY. read more

This place needs to be reported to the police and the better business bureau. I have had a storage unit with them for over a year. They recently changed management and someone who works for them broke into my unit. The insurance company denied my claim because there wasn't any sign of a break in. I wouldn't recommend this place to anyone read more

Love this storage! I was very impressed storage was very clean! I moved in for $1.00, got a free truck rental and a free lock too! The managers were very friendly, professional and help full. I will be back when I need storage again. read more

Aug 5 2014 was the last time I been in my unit so from that time until today Nov 1 at 1pm I had no idea my unit was broken into. My lock from the outside was fine no signs of break in until I opened the door and realized everything was a big mess. Things that were piled up against the walls were in the center of the unit piled up and thrown everywhere. My blankets were thrown on top covering the big mess. The walls looked as if someone climbed in and scratched it also 3 hinges were broken the nails came out a sign that someone was holding on it while climbing in or out. All my boxes were smashed as if they jumped on it to get in. If you look through out the entire storage units the tops are all open. I'm not sure if this is a requirement for these units or if its only at this location. My husband's expensive iron worker and construction tools were stolen. I called the manager and she questioned me as if she doubted my unit was broken into. I asked what type of security we have at this place and she said "we live here." I asked her, "how often does this happen?" her response this is the first I've seen of it," and now I'm on here and someone just recently wrote a review. I know for sure she was the manger for more than a month so she lied to me! This place has no video surveilance!!! I'm so upset if I had known this place had no video surveilance I would never go here!! To top off my anger with this place they just raised the rent on me for an additional $5!! I hope their insurance that I've paid for since April 2014 will cover what's missing. I would never recommend this place to anyone!! And suggest everyone currently rent to get out!!! read more