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Impressive Customer Service
Posted by Lisal on 10/21/2012
VIRGINIA BEACH, VIRGINIA -- Today while waiting to purchase boxes at the public storage on Village Drive in Virginia Beach, I witnessed a woman being down right rude, crude and utterly despicable. I have never seen an adult act this way. I have to tip my hat off to the manager on duty because she tried her best to help this woman. The manager tried to break down her account and explain to her why she owed what she owed and the woman LOST IT.

The manager even tried to go over her lease with the woman but she just wasn't listening and kept being crude. It got to the point that I had to step in and tell the woman that the person you are yelling at doesn't make the rules. The woman was so angry she stormed out and left. What was so crazy when leaving the parking lot she hit the key pad on her way out and smashed her car. I have never seen anything like that before IN MY LIFE. I know have a new found respect for individuals in customer service because some people are unbelievable. In my opinion you should treat people how you want to be treated. That saying that the customer is always right is so WRONG!
     
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Posted by madconsumer on 2012-10-21:
thank you for posting this example of a superb manager handling a rude customer. many times the customers are the one who are the worst.

very helpful review, and voted as such!
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Unethical Practices by Public Storage
Posted by RobbedbyPublicStorage on 03/24/2010
CALIFORNIA -- Upon going to a public storage facility to setup storage for my household belongings I was somewhat taken back by their ethical practices or lack there of.

When initially meeting the site manager he showed me the facilities and the sizes which was OK however, he took me to what seemed to be the worst storage unit in his facility. It was old and musty and smelled of mold. He seemed pretty unhappy when I asked him if he had any other units for rent.

After finding a unit which fit my needs and didn't smell of must we began to fill out the paperwork. To my surprise the first month was only 1 dollar. Being that moved in at the end of the month he prorated the current month and only charged me 1 dollar for the second month.

However, he had done the same and stated to me that Insurance was Mandatory as well as having to purchase their over priced locks which they have for sale.

I reviewed the contract and asked him specifically about the requirements for moving out. He simply stated that I just needed to give him a 48 hours notice prior to vacating the unit.

After a few months of using the unit I move out on the 12th of the month ensuring that I give the manager his 48 hours. I showed him it was clean and ready for the next tenant. He takes me to his front counter, gathers some information and done. I ask him about a refund since I am only using the unit for half a month and that they prorated my first month moving in so they should prorate me for moving out.

Of course he says he cannot give me a refund and that if I had informed them on the 1st of the month they would have prorated my rent for that month and given me a refund. Well that didn't sit well with me considering that he spefically told me that all he required was a 48 hour notice in order to move out.

I was furious that I was losing out on the hard earned money I had worked for just so that they can keep it. So I called customer service and informed them of what had happened and they referenced the ccontract which I had signed that I will contact the public storage on the 1st of the month if I plan on terminating service so they can prorate my payment required for that month and that failure to do so is a forefiture the left over amount.

I believe that Public Storage managers need be tested for ethics as well as properly informing their clients of the move in and out procedures.

To me what this manager had done was very shady and unethical and probably occurs to other consumers as well. Also, if they can prorate the rent for my moving in to a storage unit then why can they not prorate me for moving out? Seems like a crime to me.
     
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Posted by dogeatdog on 2010-05-02:
Unfortuantly, facility managers for Public Storage are pressured into selling locks and insurance by corporate management and failure to do so can result in termination.
Posted by empee on 2010-08-28:
I'm failing to see where the lack of ethics is on the part of the manager. The manager didn't tell you that your move out will be prorated, and judging by customer service's response, they're explaining to you how you aren't paying for time that you aren't using; i.e. moving out on the first.

It's in the contract that you signed that you do not get a refund for moving out on a partial month. The manager was correct and customer service didn't say otherwise. Considering that, I'm wondering what the ethical issue is here.

You asked the manager what you needed to do to move out. You didn't ask, "Do I get a refund if I paid for a month that I didn't use entirely" and the manager didn't respond, "yes". As such, you had your own ideas about what would happen despite signing a contract that says otherwise, and when things didn't pan out to compliment your own form of reality you got mad and started blaming the manager, the company, etc.
Posted by misslovely1 on 2010-10-04:
I agree with empee. There is no ethical issue here, he didn't lie to you purposely to make you pay more. My advice, read your contract and check the definition of ethics.
Posted by Skye on 2010-10-04:
I've used Public Storage two times, and both times, it was fine. I paid 6 months ahead, so that I had one less bill to worry about, and knew that was the amount of time we would probably need while getting settled. As for the lock, we bought the lock, and now we own a pretty nice lock.

Everything is clearly spelled out in your contract. I'm not sure what was shady or unethical about the process.
Posted by Evie on 2013-07-01:
I would never rent a storage unit from these people again after I was told the purchase of their renter's insurance was not optional, when I already had renter's insurance. This was just a ripoff because I too was only paying $l.00 for the first month's rent so I guess they needed to get the extra money from somewhere. I am a senior citizen on social security so I don't have an extra $9.00 for something I neither want or need. I filed a complaint with the Better Business Bureau and guess what, they never even answered. Real professionals these JERKS are. I am going to badmouth them anyplace and anytime I can. Maybe some don't think this is a significant amount of money but to me it is a lunch out with a friend that I will be missing. I have been going back to their local website from time to time to find a place to write a review locally and every time I do they've raised their prices!
Posted by michele lavalley on 2013-08-14:
Resident prop mgr
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From an Public Storage employee
Posted by K-ron on 01/17/2010
IRVING, TEXAS -- I've read enough complaints about Public Storage. Now heres is some advice from me. Keep your contact information current-Address and phone number. Pay your bill on time. Set your bill up on auto pay if you can't remember to pay it ontime. Rent is due on the 1st. Not the 7th. If its paid on the 7th and you get a late charge, its 7 days late, not 1 day late. Put your account number on your check. Your name is more common than your realize. We close at 6. If you throw your check thru the payment slot after we close, it will be posted the next day. We don't live in the office.
This is self storage, not Ft Knox. Lock it up.
Be considerate of the manager. If they live on site, that is their private residence. Don't beat on their door at 10 at night wanting them to open the gate for you.

The dollar for the first month is not a lie. You were charged 1 dollar for the rent and a 19 dollar one time administrative fee. This was explained to you.
If you think you have felt frustration, imagine calling 7 pages of deliquent customers to try to get them to pay their bill before late charges acrue or stepping in human waste because people do their business on the ground and leave bottles of urine all over the place for me to clean up.
     
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Posted by ncoclub on 2011-01-27:
From a ex-public storage employee. The post was correct BUT what is not mentioned is that PS DOES NOT SEND paper invoices or E-mail reminders to pay your bill. To my knowledge NO company does business in this way. It's totally up to you to remember to pay your bill.
Posted by Items Stolen on 2012-02-29:
You call people because you want to...so that service in UNNECESSARY. The problem is the poor service and if you pay late and they go into your storage,cut your lock, things start to disappear. They are dishonest. I lost my entire DVD collection which included academic ones I use for teaching school...also expensive testing program info. The insurance company will NOT pay for burglary if the client can't proved forced entry, which is a disadvantage for the client and a benefit to dishonest storage employees.
Posted by Items Stole -Continued on 2012-02-29:
Has it ever occurred that sometimes people may not have the money to pay their bill. Who in their right mind would want to pay the late fee?
Posted by PS Employee on 2012-04-03:
I as an employee explain everything before the customer leaves the office. I can not vouche for other employees. We as the employees have a job to do and unfortunately sometimes it is not a very pleasant job. We do not WANT to make calls at all. It would be lovely if everyone paid before their late fee and we never had to make another call. We in fact HATE those calls. In your lease agreement it states when the lien process begins and the fees. This is not a one store policy, it is company policy and we must follow state law regarding a public auction in EVERY single state. We all sympathize with anyone having money problems and sometimes wish we could do something to help you. However we must follow a company policy. I very rarely have customer's who yell at me or are unaware of the rules. Please read your agreements and ask tons of questions. These are your personal possessions and I personally hate to do any auction. Oh and our insurance is NOT required, as part of your lease agreement it is required for you to have insurance. I would never force anyone to buy the insurance if they truly didn't want it. I would however remind them no matter what happens, insurance or not, we are NOT responsible for your items.
Posted by peb31415 on 2013-07-19:
It is not normal human behavior, even for teenagers who might think it's funny, to do their business on the pavement or leave jars of urine around.

This is the behavior of someone who is boiling angry and powerless to do anything about it. They get whatever revenge they can however they can.

If this is a frequent problem, I suggest that it would be wise to consider what might be motivating them. Their actions may be inappropriate, but perhaps their anger is justified.
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Public Storage has numerous thefts w/ no reports to other tenants
Posted by Butterfly7 on 01/12/2010
ARLINGTON, TEXAS -- I have had a storage facility with Public Storage since 10/10/2009, I paid my bill on 01/05/2010 and on 01/09/2010 I went to my unit to get a few things and it was completely cleared out. I contacted the police dept on that night, and went back to the facility the next day. Not only was I told by the property manager there it was none of my business who was smoking cigarettes with her on the property after hours, but she made no eye contact with me and she did not even seem a least bit concerned with my loss. This let me know that this was an inside job, per my investigation I have also learned that at least 5 other units besides mine was also robbed. If you have any questions or concerns or you are also a victim. Please respond to this correspondence. Thank you
     
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Posted by Anonymous on 2010-01-12:
What? Im confused with the whole smoking cigarettes part. What are you talking about and how did you know who was smoking cigarettes after hours? How do you know this was an inside theft? Do they have cameras?
Posted by Anonymous on 2010-01-12:
"Not only was I told by the property manager there it was none of my business who was smoking cigarettes with her on the property after hours,"

What does that have to do with theft of your property?
Posted by Anonymous on 2010-01-12:
"I went to my unit to get a few things and it was completely cleared out. "

Was the lock broken? Did you have a lock?
Posted by Butterfly7 on 2010-01-12:
The smoking cigarettes has to do with a property manager that had individuals on the property with her that were not authorized to be there. Not only that they were in a pick-up truck the same pick up truck that probably stole my stuff from the storage. If seven other units were broken into within one night I say an inside job. Yes I had a lock but it was issued by Public Storage. They stole my childrens clothes and shoes and they stole everything we owned. How do you explain to a 9 and 10 year old that they dont have clothes, shoes, toys or a bed to sleep in because people want to steal and not work hard for what they need, like I had to.
Posted by Butterfly7 on 2010-01-12:
Futhermore if you cant say something positive about my loss then I dont need you to comment in regards to my feelings for Public Storage. They stole everything we owned and it just took me 3 months to find me and my children a home. We now have a place to move into but with no furniture. So if you cant give some advice as to how I can have my issue resolved then please keep your comments to yourself because obviously you do [snip] too like steal peoples stuff. Thank you
Posted by MRM on 2010-01-12:
If you're on a tight budget, may I suggest to get furnitures at thrift stores? If you shop around they do have decent furnitures at thrift stores. And if you dont mind, they also have decent children's clothes and toys.
Posted by Anonymous on 2010-01-12:
I was just asking questions, jeez. All you had to do was answer them, and I thank you. No need to get defensive. I didn't say anything positive or negative, thank you very much... just asked questions.
That's one thing I've learned when renting any sort of storage from someone... to come with my own lock. That way, the only way they'd have access to my things would be to break the lock themselves. I've rented from Public Storage as well, but in Texas. But, I provided my own lock.
Hopefully, the police will be helpful in your endeavor to recover anything from this mess.
Posted by Anonymous on 2010-01-12:
You need to be more precise in your post then. All we know is you start talking about someone smoking. You dont mention where you were when these so called unauthorized people were smoking. Were you spying on them? How do you know about these people? I just want to know ALL the fact, and not just what you want to tell us. If you are going to tell us a story, you need to tell us the WHOLE story and not just half of it, or dont post anything here. How do you know these people were not authorized to be there??? Im sorry to hear about your stuff getting stolen, Im sure it must be hell for you. PLease don't be taking out your anger on us. We are not the ones who stole your stuff.
Posted by Anonymous on 2010-01-12:
No cameras? Was the lock broken? Or just plain missing? What about insurance?
Posted by clutzycook on 2010-01-12:
Do you have renter's insurance? If so, that may cover your loss. What have the police found out?
Posted by Anonymous on 2010-01-12:
Locks and I don't care what kind or what the manufacture claims merely keeps reasonably honest people honest. There's not a lock made that can stand up to an industrious thief.

If the theft is that rampant then yeah I'd be a bit suspicious that it was an inside job as well.

Good advice clutzcook.
Posted by Anonymous on 2010-01-12:
I dont think most people purchase renters insurance on their storage units...at least I dont know anyone who has.....
Posted by Starlord on 2010-01-12:
My wife worked with a lady that owned a storage place with her husband, and one of the first things I observed was that if you get a storage space, provide your own lock, and not a cheap one, either. If you are issued a lock, I would be most suspicious, because that says to me that they may have a master key for the locks they issue. The best locks, in my opinion as a security expert are the round high security locks. However, as has been mentioned, all a lock does is keep an honest person honest. I agree though, this sounds like an inside job.
Posted by clutzycook on 2010-01-12:
That's true Tennboy, but if she had renter's insurance on the stuff in the previous place she was renting, I wonder if it would carry over to the stuff once it was in the storage locker. Judging by her post, I'm assuming that her prior place was a rental. It was just a thought. I'm still wondering what the police have to say...
Posted by Butterfly7 on 2010-01-13:
Thank you all for your helpful advice. I did purchase the lock from the actual company and the insurance I purchased at the time of signing the contract only covers 2500.00, after the incident the thought occured to me that maybe I should have purchased renters insurance. The lock was not broken but I am left handed. When I went to grab a few items the lock was placed back on facing to the right, my youngest son kept asking for his bike I told him we would be in our house next week so we would get the bike then. As soon as I opened the unit before I even turned the light on my boy said mom my bike isnt here, we placed the bike in the front and sure enough all of our things were gone. To the reply in me taking my anger out on anyone I'm not angry at anyone on this site Im angry at the people who stole my things, they took everything that we had. Not only that they have access to all of my personal info, birth certificates for me and my children, receipts of purchases, bank info valid and invalid, its just the inconvenience more than anything and then for someone to steal my childrens things thats more heartwrenching than anything, but as I stated previously I thank anyone and everyone for their helpful advice, and I appreciate all of your concerns for my loss. Please once again if you have also been a victim because as I stated previously I wasnt the only victim on that day, please respond to this correspondence so that we can work together in preventing this from happending to anyone else and their families. Thank you.
Posted by PepperElf on 2010-01-13:
does this place allow "after hours access"?

just wondering. the storage unit i use has set office hours, but then has 247 access to customers - they have to use an indiviual gate code to get into the facility.
Posted by CrystalSword on 2010-01-13:
Another place you can get decent, and sometimes almost new furniture is www.freecycle.org in your area. If you have access to a pc then this would be the way to go. If its posted in Freecycle....the item must be FREE, also www.craigslist.org has listings for free items, I have picked up several nice items this way for little or no cost.

I know its hard starting over again, and we had to do just that when we left Arizona with our truck, a small trailer and personal items. We moved no furniture, but within a month had a fully furnished home here in Washington and the cost was very minimal.

We bought a like new couch at Goodwill for under $30, table lamps for $15 - $20...dressers I got through craigslist for $15 - $35. Not everyone gets rid of just junk on these sites, in our case, we got stuff that was even better than what we had in Arizona for a fraction of the cost of moving the stuff up here!

Good luck, and do check craigslist for a replacement bike for your son.
Posted by clutzycook on 2010-01-13:
Butterfly, you left papers with personal information in your storage unit?
Posted by CrystalSword on 2010-01-14:
clutzy, many times when we bought storage units at auction we would find personal info, family pictures and the like. I would box these and give them to the manager/owner of the storage company, to go back to the person who had the unit....there were a couple times that the person who had the unit had passed away so we shredded everything. The couple of times we have had to rent a storage unit, I kept our personal papers as condensed as possible and carried them with us...or, in the situation we are in now, living with a roommate, I sent some stuff over to my son's where I knew it would be safe. I would never leave sensitive info in a storage unit, you just never know who might end up with access to it.
Posted by Butterfly7 on 2010-01-14:
Yes I left personal papers and copies of my birth certificate and both of my boys, Im really organized so I boxed everything up in plastic storage bins but I wrote with a Sharpee marker what boxes had what in them but yea I did. This is a hard lesson learned I really thought my stuff would be safe in storage and to be honest until this happened to me I never heard of anyone's things being stolen. I knew that if the bill wasnt paid your personal items could be auctioned off but I never thought stolen. I paid the bill on the 5th of Jan and my stuff was gone by the 9th of Jan, but that is absolutely correct never leave anything of real value like jewelry or personal info in your storage unit. At least if my jewelry wasnt stolen I could pawn a few items and get furniture. But you know what after this Earthquake in Haiti Im very thankful that at least Im still here, alot of people lost everything and though I feel like I did also at least I have a home to move into this weekend and CrystalSword thanks for the advice Im going to check that site out today so I can go ahead and refurnish my home. Just please whoever you are if you are going to be renting storage space please dont be naive and think that it cant happen to you or that the facility you are renting from employs honest individuals. Thank you all once again. Butterfly7
Posted by goduke on 2010-01-14:
They didn't have any kind of security video? I thought most of the storage places did nowadays.
Posted by Anonymous on 2010-01-14:
Have you filed a report with the police? That'd be a great place to start if you haven't.
Posted by empee on 2010-08-28:
First of all, many of these managers live on site. They are human beings and sometimes have a life too. Being on the property with another person after hours doesn't indicate anything more criminal than you being in your back yard at 10pm. Neither does smoking cigarettes. If your neighbor's house catches on fire does that mean you're guilty of arson?

Second; you've no evidence that this is an inside job. You suspect that it's an inside job because A. Someone was on the property and B. your stuff is gone so C. the person on the property did it. This is a logical fallacy known as the "slippery slope". http://en.wikipedia.org/wiki/Slippery_slope

Third; professional thieves and burglars target storage facilities. They often hit multiple units. Very few go to a storage facility and hit one unit unless they know what's in there and it's something they want. I know of one PS facility where over 70 units were hit overnight with a live on site manager present at the property. The same live on site manager that called the police, worked with them, and assisted them in access so they could get prints on everything they could (which were not theirs by the way).

Last but not least, PS is not going to tell other tenants about every issue that happens on the property, just as the bank you do business with doesn't tell you if one of their branches got robbed, just as your mechanic isn't laying out for you if any cars have been taken off his property, just as your apartment complex doesn't lay out how many and which apartments have ever been burglarized there when you sign a lease.

"How do you explain to a 9 and 10 year old that they dont have clothes, shoes, toys or a bed to sleep in because people want to steal and not work hard for what they need"

Really? Do your children live in your storage unit? If you have their bed and clothes in a unit and it was stolen how are they doing without unless they're getting dressed in the unit or sleeping on the bed that's in there?

"Futhermore if you cant say something positive about my loss then I dont need you to comment in regards to my feelings for Public Storage. "

So you only want input that reinforces your point? You're not interested in truth or rationality at all, just in what you want to hear? You can feel however you want about Public Storage, but if you're expecting people to be sympathetic and understanding, you need to present a little better argument than that which you have. So much of what you said here doesn't make any sense.
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StarStarStarStarStar
Wonderful Customer Service
Posted by Nana50184 on 03/26/2014
The first time I stopped by to check the place, I knew that this was where I wanted to leave my possessions. Kristie was a very knowledgeable person, and offered to show us the place without being pushy.

she made us feel comfortable, we moved from Las Vegas NV, and we immediately felt safe and knew that our possessions would be well taken care of. The place is clean, and has easy access.
     
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StarStarStarStarStar
Great experience!!
Posted by Karenmarcotte on 03/08/2014
16217 N DALE MABRY HWY, TAMPA, FL 33618, FLORIDA -- Moving from North Carolina to the Tampa area, my husband and I had to find storage for all of our 3 bedroom homes belongings. Some needed climate control and some did not and some needed storage for just a week or so, until our apartment was ready for move in. The on site manager, Morgan, provided all of that for us, working with us to save as much money as possible and set us up with the exact storage needed. The location is also very nice and clean, with plenty of parking space and easy access in and out of gates. Had no problem maneuvering our 26 foot truck.
     
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StarStarEmpty StarEmpty StarEmpty Star
Outrageous Rate Increases After 6 Months
Posted by Bdunphy01 on 02/04/2014
LOS ANGELES, CALIFORNIA -- This is the second time I've rented from Public Storage and I should have learned my lesson the first time. They increased my rent more than 12% the first time and I stupidly paid it without complaint. I searched for another storage place but Public Storage had slightly better rates (but not if they are increased after 6 months). And moved. So here I am again. Six months later I am being told that my rates have increased by 14%!!!!!
     
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StarStarStarStarStar
Considerate, Efficient and Informative Service
Posted by Wkime on 01/14/2014
Recently my husband passed away and left the storage unit in my care. the manager, Fred, was very helpful and patient in informing me how to obtain entry into the unit.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Rate Increase
Posted by Toddc10 on 01/13/2014
CHARLOTTE, NORTH CAROLINA -- Every single year they hit me with a rate increase. Been with them for three years- pay on time each month but yet they think they have you because you will not move out until you are ready. Hit me with almost a 10% increase this year. That's nuts.

I called customer service and got a lady that was very rude and didn't care one way or the other if I stayed. Guess business is good and they don't care if they lose a good customer as long as they can jack up the rent. Never has the rent went down.?

I checked and there are other storage companies in the area with a lot less rental charges.

I will tell you the place is clean but if you plan to stay over a year I would 110% look at another company - this one just doesn't care about keeping the customer happy.
     
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StarStarStarStarStar
Great Service after break-ins PLUS manager Monte busted BOTH guys
Posted by Whyn_ot on 01/08/2014
PORTLAND, OREGON -- At location # 24103 my unit was broken into 2x after we got a new manager. He was quick to inform, very sympathetic and apologetic, had a good handle on making the next attempt harder, at PS' expense, and because of being really vigilant after hours he was able to get police there before the 1st guy finished his 2nd attempt, and again, in time to nail the 2nd guy red-handed. Not only that, but he's always cheerful, polite and professional.
     
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