I DO NOT RECOMMEND this storage facility (US Storage Center-New Paul Rd.). Today, I just vacated my unit after 5 months. The level of customer service is poor. If there is an issue, they will not try to resolve it even when the issue resulted in their error.
I rented a unit back in January. Before moving in, I submitted proof of alternative insurance. Calvin Valerio was the property manager who took all of my information and documents. He made copies, and after asking, he confirmed that I would not be charged additional for US Storage insurance. I was given a discount for the first 3 months, so I did not realize that they were incorrectly charging me for the US storage insurance. When I saw the invoice in April, I called Mr. Valerio, and he claimed that I had never submitted proof of insurance. I told him that I had given him the proof of insurance when I moved in. He then told me that the insurance I provided did not have a declarations page and that I needed to have the insurance company send them an email proving insurance for the last 3 months. If the insurance information was not adequate at the time of movie in, it should have been addressed at that time. I had the insurance company send the required information to their facility.
I told Mr. Valerio that it was their error and that I wasn't supposed to be charged for the insurance and what could be done to resolve the matter. He told me that he couldn't refund me for the insurance. I asked if I could get a credit towards my rental. He agreed. He told me he couldn't give me the whole $60 at once and that I could get a $20 credit for May, June, and July (for a total of $60). I was satisfied with the resolution and agreed. I received a $20 credit for the month of May. I did not receive a credit for June, but I did receive a notice that my rate was increasing after only a few months. When I asked Mr. Valerio about the credit, he apologized and said he had to manually input the credit and that he would give me a $40 credit for the month of July.
When I received my July invoice a few days ago, I sent an email to remind him about the $40 credit. I got a reply from another property manager, Steven Cornish, explaining that I had already gotten my credit. I knew he was unaware of the conversations I've had with Mr. Valerio. I went to the facility thinking I could better explain it in person. Mr. Cornish told me they could not give a credit that large ($40) without an approval from the district manager. I asked if he could call the district manager. He told me at first that they didn't have a number. Then all of a sudden he couldn't get in touch with him because all he got was his voicemail. Then it appeared that the manager was in a meeting and couldn't be reached. He told me he would call me when he talked to the district manager. Despite proof of email communication with Mr. Valerio regarding the matter, I get a call back from Mr. Cornish a few hours later telling me that I would not be receiving the $40 credit. All I wanted is for them to honor their word.
For me, it's not about the money, it's about the level of care I received. I was not valued as a customer. You're willing to lose a customer over $40. I did not feel heard or seen. My issue did not matter. As a person of color, I feel like my complaints have been disregarded and dismissed. My concerns were not addressed or taken seriously. I'm not a person who tries to take advantage or tries to get over on anyone. All I ask is for fair treatment, and I did not receive it in this case. This company has not taken any responsibility for their actions. I've called to file a complaint, and I have yet to hear back from the district manager. Please don't do business with this company. read more
