It's very unfortunate that I'm leaving this review. I originally left a five-star review because my experience started out very positive. However, due to how my move-out and refund were handled by the property manager, I feel compelled to share what happened. I am willing to update this review if U.S. Storage Centers in Simi Valley does the right thing and makes this right.
I had two identical, side-by-side units at this location. Well in advance--more than the required 14-day notice--I informed the facility that I would be vacating both units before January 5th. I was clearly told that if the units were emptied before the 5th of the month, I would receive a prorated refund. My actual move-out date for both units was January 2nd.
Both units were fully vacated on January 2nd. The second unit was emptied later that day, and at approximately 5:30 p.m. on January 2nd, I called and spoke directly with Sherry, the property manager, to notify her that both units were successfully vacated. She assured me at that time that I would be receiving refunds for both units. She also mentioned that because it was cold, rainy, and dark, she would have an employee verify the units the following day (January 3rd).
What ended up happening was that I received a proper prorated refund for one unit, but for the second unit, I was charged the full amount for the entire month of January, with no refund at all.
When I followed up, Sherry claimed that when the unit was checked on January 3rd, there was still a lock on the unit. When she told me this (on January 6th) I immediately went to the facility to verify for myself. My personal lock was not on the unit. The only lock present was the facility's blue padlock, which is placed by management after a unit has been vacated. When I pointed this out, Sherry said, "Oh, I must have made a mistake."
Despite this, she refused to acknowledge fault, and when I asked why I still hadn't received my refund, she said she was not sure whether she would be able to issue one because it was now January 6th. She said she would follow up with me on Thursday, January 8th, but I received no follow-up and had to contact her myself--giving me the clear impression that resolving this issue was not a priority.
When I called on January 8th, I was told she was awaiting a response from her manager. She also stated that because I moved out on January 2nd and it was cold, rainy, and dark, there was a possibility that I would not be credited for leaving on the 2nd and might be charged additional days.
To make matters worse, when I requested a move-out receipt for the second unit, the receipt she provided showed a move-out date of January 4th, not January 2nd--despite the fact that both units were vacated on January 2nd and I provided timely notice. When I questioned this discrepancy, she again cited the weather and stated she did not want herself or her employee to get sick. While I understand weather concerns, I should not be financially penalized for that, especially when I gave well over the required notice and followed all procedures.
During my call on January 8th, I calmly stated that if I did not receive the full prorated refund for the second unit, I would need to dispute the charge with my credit card company. At that point, Sherry became immediately hostile and accused me of "threatening" her. This was extremely inappropriate. I was simply explaining the next step to recover money I should never have been charged.
At no point during this entire situation did Sherry apologize--not once--for the mistake, the incorrect lock claim, the incorrect move-out date, or the improper charge. Instead, I was met with defensiveness, shifting explanations, and accusations.
This experience tainted what was initially a positive relationship with this facility. I should not have to fight this hard to receive a refund I was clearly told I would receive, especially after giving well over 14 days' notice and vacating both units on January 2nd.
I will update this review once I receive the full prorated refund for both units. read more
