I recently moved out of my Public Storage unit after an awful experience with them. I rented the unit after moving to Houston from out of state to store some of my belongings that didn't fit in my new place. I planned to keep the unit for a few months until I moved into a larger place. The first month I was there was during daylight savings when clocks had to be set back. That came and went, the following Thursday I had to retrieve some sporting goods to play in a tournament that weekend. I arrived at the Public Storage at 8:15pm on the Thursday following daylights savings (almost a week earlier). I couldn't get past the gate and noticed the time was incorrect at the gate display.
Since I was leaving that night, I had to purchase brand new equipment to play in the tournament that was out of town. I called early the next morning to complain and my complaint was met by sarcasm and "I can't help you here attitude". She sarcastically stated that the problem was corrected and that was all she had to do. It was clear that they had breached the contract by not allowing me to gain access during hours of operation, but when told that, she became very defensive and referred me to management (whom never returned my call). Meanwhile, I had to purchase $450 of new equipment that I already own!!!
After this event, I decided I would move my possessions out immediately after moving into my larger place. So a few months later, I had moved to a larger house and before I could unpack, I had to leave town for work for two weeks. When I left town, my bank (without my knowledge) had canceled my bank card and reissued me a new one due to "suspicious transactions". Therefore, my payment to Public Storage was not processed. Upon returning home, I found my late fees was almost that of my rental fee for the month. So, I paid the ridiculous late fees and on the last day of the month I retrieved all of my possessions.
A couple of weeks later I received a bill for $1.92 for rent and insurance for one day. I called the clarify at the 1-800 number to find out that if I check out after 2pm, I have to pay for the following day! Today I am on my way to Public Storage to pay those vultures in pennies. I will NEVER rent a storage unit from these clowns again. And from the stories I have read, I got off lucky. Beware of high late fees and terrible customer service, even if they are at fault, they will treat you like garbage.
LONGMONT, COLORADO -- I rented from public storage in Longmont co. I am very disappointed in there service and attitude that I dealt with at this location. I found them online and thought "hey what a deal $1 for the first months rent that's great." So I made the call to hold a unit for me. They called back that day to conform my arrangement to hold the unit for me. What great customer service they have I thought to myself. They called to set up a time for me to look at the unit before I signed for it, and to make sure I knew that I will need to have one lock for the unit. Duh. So we set up the time for 2:00pm on a Friday afternoon.
On that Friday I got another call from a different person from the same store to make sure that I was going to be able to make it to the appointment. When I got to Public Storage the informed me that I have to pay a one time administration fee of $22. What? I asked. It said nothing of that online. We're not required to tell you about that online. That's B.S. I didn't care that much about that $22 I knew that the one month for $1 was to good to be true in the first place. But then they told me that I have to have insurance on the unit to rent it. And it's only $8 dollars a month and only covers up to $1000. That's a scam.
I have insurance and I don't need yours at all. I told the lady that was there. Well you have to have our insurance to rent here and if indeed you have insurance than you can have your insurance fax us proof and then we will return your eight dollar plus tax. The lady told me. I told her that I know for a fact that my insurance covers my stuff no matter where it is all I have to do is tell them where it is and they will cover it. Your $1000 dollars doesn't even cover my CDs in storage. I don't need your insurance nor will I sign it just to appease you.
She told me that she will get written up if she doesn't get both signature on the sheet. I told her to have a nice day and that I will be rent somewhere else then. She didn't like that so she than told me that I don't have to sign for the insurance. Just initial it stating that you are declining the insurance. So I did. I also wrote on the line that I am declining insurance though public storage.
I had my insurance fax them proof that my stuff in there storage unit was covered. When I went in the next day to pull some stuff out and put other stuff in the storage unit I was asked by a different older lady if I had two locks on my unit. I told her no there is only one on the unit that is all that I was told to have. She asked if the other lady had told me that I had to have two locks on the unit. I again told her no I was only told to have one. The lady replied that you must have two on the unit at all times and we have the best locks you can buy for $15.99.
I told her that I will put another lock on the unit but I'll run out to Wal-Mart to get it. She than told me that Wal-Mart's locks aren't as good as our locks. Ours have seven pins and Wal-Mart has only four or five pins. Ours can't be picked and if there drilled it takes five minutes to drill through the lock and with Wal-Mart's locks it only takes three minutes.
Wow a whole two minutes quicker. I'm not buying Wal-Mart brand its "Brinks" not a crappy Wally-world brand lock. I told her She replied with. Well Wal-Mart didn't give you a storage unit for $1 for the first month like we did. That may be true but Wal-Mart did have a hidden administration fee of $22 either or even try to scam me with some insurance plan. By the way did you get the fax from my insurance company stating that my unit is covered?
Oh you're that Guy she replied. WTF is that supposed to mean. Because I read contracts before I sign them that I a P.O.S. I thought to myself. So after she was finish with her pushy car salesmen act I finished with my storage unit ran to Wally-World bought another lock and put it on the unit. Not three days later one of the ladies called me saying that the is an $8.20 fee for holding the unit that I failed to pay when I was there the first day to start renting the unit.
Another hidden fee. I'm not going to pay this because I know its from the insurance that I didn't take because I have insurance. it hasn't even been two weeks yet and I'm pulling everything out of the unit in just three more days. I'm sure there going to love me after that. DON'T RENT A STORAGE UNIT FROM PUBLIC STORAGE IN LONGMONT CO.
ANAHEIM, CALIFORNIA -- Received notice that my storage rent was due "BEFORE NOV 2ND 2013". If not paid a lien would be placed and my lock cut and unit to be scheduled for auction. That in itself is acceptable terms as I was running a month behind on paying my rent for the last 2 previous months but I was always able to get my payment in just under the lien date deadline. When I received the preliminary Lien Notice I was okay with its terms because I receive my temporary disability (emergency surgery) payment on November 1st. 2013. So I proceeded to go into the facility cash in hand to pay my bill on Nov 1st at 9 AM which is before Nov 2nd it is right or is there another calendar I'm unaware of.
LOCK IS CUT, LIEN PLACED, UNIT SCHEDULED FOR AUCTION and when did this occur I asked and the very rude representative said it occurred at the stroke of midnight Oct 31st/Nov 1st I showed him the notice where it stated payment due before Nov 2nd he stated that they could take possession of the unit any time they wanted.
I completed the "DECLARATION IN OPPOSITION TO LIEN SALE" Public storage filed in small claims court we go to court Jan 14th at 8:30 AM Dept N10. Any direction of regulations or codes that anyone believes would be relevant would be great. Oh and they were also charging me a $30.00 late fee but legally at most they can only charge $15.00 civil code 21713.5
DENVER, COLORADO -- I have been a customer with Public Storage (Belleview in Denver) since 2003 (11 years!!!). But, over the last few years, I have been noticing increases in monthly rent without prior notice. Just this past year, December 2013, I received a call from the manager telling me that our things would be auctioned off. I was confused because we pay our monthly bills using the automatic autopay on publicstorage.com, so I called him and he ignored me and even hung up. I called back and was directed to the voicemail box. So, I had to resort to threats. I told him that if our things are auctioned, I will contact a lawyer to sue them.
A few months later, our storage was broken into. Because we paid extra for insurance, they told us that they would do an investigation, but a year later and we have not heard back about that "investigation". Our tires were slashed multiples times here. Recently, the manager called me and told us that our payment was late. So, I did a manual pay online. The next day, we were locked out of our storage and the manager made my dad pay $220 in cash to enter and did not even give him a receipt ( my dad does not speak English).
My dad called me, so I called the manager and told him that we have already paid and even gave him the confirmation number. He ignored this and refused to return the money. I went onto my online account and there were documents online that my dad has paid the $220 in cash. The manager once again hung up on me and was very rude. We have thought about moving storage on multiple occasion, but this location is the most convenient. However, it is not worth the trouble and I will be moving out soon. It is unethical business practice and the people are RUDE when it comes to customer service.
GAMBRILLS, MARYLAND -- The facility located in Gambrills, MD 21054 is falling apart. I had 3 - 10 x 35 units since July of 1993 under the ownership of Shurgard. Public Storage "PS" took over the facility over 10 years ago. The local on-site management is great and friendly. Since the purchase by P.S. they have NOT maintained the structure as needed.
It needs the following: New roofs. New ceilings - coming apart because the ceiling is leaking. Bat & other types of infestation - several units completely unusable. Installation of bathroom for employees - in the past they went across the street to Wendy's, in the spring of 2014 the brought in a Porto-Potty; it's always dirty, hot & smelly. Great way to treat employees. Security - 138 inner units were broken into in the fall of 2013. Solution as of late
Spring - 4 outside cameras facing away doors and toward cars only. Resolution is extremely poor. They need at least 6 more cameras.
Claim of climate control; this infers that either the interior has heating or air conditioning. It has neither, nor are they insulated. Public Storage removed all gutters & downspouts. Water falls and splashes onto and in the space if the door is not completely shut. Snow removal is almost non-existent. Leaf removal is non-existent.
Inconsistent rate increases; I was paying $359 for 1 (10 x 35) and $332 each (total 664) for the other two which were connected without a dividing wall (20 x 35). The new rates went up 9.5% on the single unit and 20.5% on the double wide. All of the 10 x 35s were increased by 20.5%. Called customer service and they stated that it was an "Executive Office Decision" and to call my local District Manager - ** (he's totally useless). After repeated unanswered calls to the DM I reviewed my being there. Best decision for us was to move our business & personal goods to Storage Mart across the street. Every 10 x 35 renter has moved out (except one).
In order to entice people to come back, they are renting the units for $261 as of 08-28-2014. This is a drop of 27+% from the original rates and 33% decrease from their inflated rate increase on the single unit. On the double unit it is a decrease of 20+% on the original rate and 33% reduction on their inflated increase. In addition the smaller units are renting for less as well. The rates are lower than they were in 2013 due to poor quality and increased competition.
Public Storage has many customer and employee complaints against them. After speaking with ex-employees in North Carolina it appears that how they treat their employees and manage their properties is the norm rather than the exception. I can use 3 words to express the overall facility located in Gambrills MD - IT's a DUMP! Beware and rent elsewhere.
HOUSTON, TEXAS -- OK. I got a postcard in the mail about my storage rate increase 6-5-10. Called 6-7 got the run around about rate increase = they will not give me corporate phone number or address. Tells me going rate for 10x30 is 215.00. Told her I signed a contract supposed to get 5% discount for a year and thought locked in for a year.
I called corporate office by looking on manta.com. Public Storage 701 Western Ave Ste 200. Glendale, CA 91201-2349. Public, NYSE: PSA. Phone: (818) 244-8080. Website: Activate Links. Corporate office told me to talk to customer service - told her I already did. Talking to customer service again. Waiting... OK same run around. Told them to put down customer is not happy. But I have local District Managers name and number - 713-621-9466 **. So anyone else not happy about rate increase, lack of notice and them not honoring. 5% discount for 1 year and any other reasons. Please contact them. Thanks. **.
6-8-10. Read contract: It says continue monthly rental I can receive 5% discount up to 12 months. Not getting it with this rate change. Rate change says 30 days notice. Was not given 30 days notice - aka notice - postcard I received 6-5-10. This is not legally binding since it was not 30 days notice and should not effect a rate change until August. Not as they say July 1st.
6-8-10. Calling local district manager - ** extension 12 - using cell phone does not input 12 only 2. Transferring call if wait through extensions rings and gives and invalid extension and return to main menu for valid extension. Divisional office 972-591-2676 ** - nice lady - took my information will have ** call me. So waiting again.
6-8-10 Got a prompt call back from ** nice guy, told him everything, he will hold my same rate until July - since I only received the postcard on the 5th of this month and he is checking into my 5% discount and needs the paperwork. 6-9-10. NOTE TO PUBLIC STORAGE. It's just kind of stupid raise rates then people move out and then too many open spaces unoccupied so you give discounts again. Why not keep the same customers who pay on time at the same rate?
TINTON FALLS, NEW JERSEY -- The reason I am writing you is to relate a recent incident involving Public Storage in Shrewsbury. I have been helping my friend, a single woman, who has stored her household items there between moves. After helping her move into the facility, we noticed that the ceiling in the unit seemed to have sustained water damage. We reported this to a rather uncaring maintenance person who was the only one available at the time.
Several days later, the ceiling collapsed on my friend's household items causing some damage and getting her understandably upset. She hired a moving company to remove her things (at great expense with new storage) and I offered to meet the movers at Public Storage to see if I could work something out. The somewhat hostile regional manager (Jeff)who happened to be there informed me that they were not responsible. I asked him if he had another unit so we would not have to incur the cost of moving to a new expensive storage facility.
He showed me a unit right next to the damaged one that had the same ceiling issue and already had water on the floor. When this was pointed out to him, he shrugged and walked away. When I said I was going to call corporate he informed me that I could do so but the complaint would come right back to him. How convenient.
My friend spent $1000 to move to a new (and much sturdier) facility and has incurred more monthly rental fees at the more expensive facility as well. I finally got a hold of a VP at Public (Jim ) and he informed us that he would refund the money for the 5 months of storage rental fees (we only used a few weeks during which the collapse occurred) but would not do anything about the moving fees or increased rent at the new facility. Very disappointing. Horrible facility and really bad customer service.
WARREN, MICHIGAN -- I am a STRONG believer in paying your bills. No free ride. I have an issue with trying to do this and still getting screwed. First month... gave my credit card information to set up auto pay at the local office. Credit card was breached. Had to cancel card. Next couple of months, took check to the office myself.
This is Michigan and we had a horrible winter this year so I didn't go there every month to put things in my still half empty unit (half empty because after we shoveled our way to the unit and the door was frozen shut) so I needed to set up auto pay because no one ever answers the phone in the office. When I do try to go to the office, they are often not in the office to accept my check.
I followed the directions of an unfriendly associate who answered the phone when I called the 800 number and thought great... I'm set. Well... no. I get a call today (5/7/14) stating that something went wrong with the auto payment. Not my card... sounds like a system problem since I was then able to go online and make my payment with that same card. They couldn't call me yesterday?, the day before? or even last week?
I get the call on the 7th of the month with a big GOTCHA late fee. Of course I had to pay it because they "can't do anything for me" and I need to keep my property there... for now. It is for this reason that this company counts on you taking it in the rear but I will NEVER, 100% EVER, use this company again. When I am out, I'm done. I'm just blathering here online because I am pissed and this is all I can do right now but I know a lot of people who I will gladly give my opinion to as well.
BURKE, VIRGINIA -- I've been dealing with a severe illness and frequent unemployment for several years. When I lost my apartment about 5 years ago, I put all my belongings in storage. During that time, Public Storage has repeatedly raised my rates (to amounts far above what they advertise), but with the help of family and friends, I have been able to keep my things until recently. In the past couple of months, I began to try to sell off all but the most important items. Unfortunately, the effort didn't go as well as I'd hoped, and I found myself behind in my payments with some things still in storage and no way to pay.
At this point, about 35 days overdue, I got a relative to agree to help me out with about $450 and take my stuff out of the unit on about the 10th of the month. My rent was $220/mo, and of course I expected a couple of late fees. So, I expected about $220 + $70 for rent and probably $80 in late fees. Less than $400. They demanded $600 to release my stuff. There would be absolutely no negotiation. I explained to several levels of managers and customer service people that there was almost nothing of monetary value, but only personal stuff, and offered to show them. They refused.
I pointed out that they could have the unit right now, in the middle of their so-called busy season, rather than letting it sit not collecting any rent until the auction date. They refused. I asked about going to the auction to try to buy it back, since no one in their right mind would have offered more than $100 for it. They told me I wouldn't be allowed to bid.
After calling the attorney general's office about this - they changed their story to there being a minimum bid of the amount owed. They told me a couple of other things about the auction process that will have me talking to the AG again, but I don't want to let the cat out of the bag here. Well, that's my story. Maybe I'm being whiny, and for the most part they have the legal right to do so. But they seem to be willing to completely screw me at a more human level, even if it means costing them hundreds of dollars in lost rent, auction costs, and finally disposing of the crap that no one is going to buy. Do you want to do business with a company with that attitude?
PS - (After a week of unbelievable stress and anguish, I found someone willing to help me with the money. Now I have all the photo albums and other stuff with personal meaning - but they still have a unit full of crap to sit unrented until it goes to auction. I'm damn sure not just giving them the keys back after this.)
MIAMI, FLORIDA -- Have been renting a storage unit from them for 2.5 years. Rent has increased by 25% during that time. Also purchased insurance through Willis, the company they promote when you sign up with them. It had been four months since visited the unit and as soon as we walked in we noticed boxes ripped open and clothes missing. We immediately reported it to the front desk and called the Miami PD. While the officer was filling out the report she pointed out a gap in the wall between our unit and the one next door where you could force your arm through!
All the stolen items were within an arm's length of that opening and it was clear that this was how the items were removed? When we brought this up with management we were told that 1) All the units are built this way, 2) That the units are exactly as they were when Public Storage bought the building 8 years ago, 3) We are (of course) the first ones to have ever had this problem!
Willis, the insurance company, immediately denied any claim as "the lock is intact and there is no visible evidence of forcible entry". Of course neither Public Storage or Willis wants to answer as to how the property was ever certified and accepted for insurance when, according to Public Storage "every unit is like this and they have been like this since we bought the property 8 years ago." Bottom line is that all Public Storage will offer is a canned "we are terribly sorry for your loss, if in fact there was one, but we bear no responsibility! Maybe we can cut a little off your rent going forward."
Public Storage policy is clearly that your neighbors can steal from you and Public Storage, and their insurance company, bear no responsibility. There are far better, far more professional companies out there! Find one before you make the same mistake we did. We had over $3000 of clothing stolen and Public Storage has absolutely no interest. I would not be surprised if it was an inside job as surely the employees knew about the gap and from the number of similar theft complaints that I have read it seems to be quite a racket that they have going.