AUSTIN, TEXAS -- Today, May 21, 2012 at around 9:55 in the morning, I went to Public Storage at 13675 N US Highway 183, Austin, TX 78750 location. The reason I was going was to close out my account (in excellent standing - I paid my dues each month just fine). I was also going there to let the buyer of my vehicle through the password-protected gates to get the vehicle I sold him. Mind you the title of the car is in my name and the vehicle is paid off with no liens or anything on it. It's a clear title.
Public Storage had no recollection that I was in the process of selling my vehicle so their actions today cannot be justified in any way possible. This was complete disregard for customers property stored at this particular location. And as of now, all customers property is at risk of being stolen due to the employees currently working there today. I don't know when their shift ends but they were there at 9:55 this morning. The place opens at 9:30am. Please read on.
Upon arrival at this Public Storage location, I noticed the buyer had a big truck (I'm guessing a F1 something -- one of those models) and he had already gotten my car out from behind the gate. I'm assuming using his truck. I was annoyed at seeing this because I specifically told him that he was not allowed to get the vehicle until I let him in. So I know I didn't give him the password to get in nor out. So since I knew I didn't let him in and out, I wondered if the staff let him in. So I did inquire.
I went in and asked the two employees working if they let the man and his wife in the gates. And the African-American (or ** American or however she prefers to be defined) female stated they followed her in. She then used the word "snuck in". That's not possible if you're seeing them right behind you. She didn't bother to check to make sure they were customers. She just let them in.
Now the thing is with the protected gates is that you not only need a code to get in, but you need that same code to get out, otherwise you're stuck. So the question came up, "Who let them out?" And the Caucasian-American (or ** American or however he prefers to be defined) male spoke and said he let them out. Now if someone doesn't have the code to get out, then that must mean they aren't customers. So why did he let them out?
He had no idea who they were nor could he safely assume they were customers because customers have the code to get out. I looked at them and said, "that's my car they have". And they looked like they didn't hear me. So I repeated myself. I said, "That's my car you let them take. I told them I'd meet them here so I can let them in." After all, my transaction with the husband was not complete. Had I shown up too late, my car would have been gone and that would have been a huge lawsuit against Public Storage.
I can understand if a person misspells my name on a document, but to let people in passed secured gates both in AND out -- people who are not customers -- this is a serious problem for the company and current customers who have their things stored at this location. What is the point of having secured gates if Public Storage employees are going to let anyone in AND anyone out?
Their decision threatens the company and customers because those two people could have EASILY (with the help of those two employees) taken any other vehicle that was on the premises if not just robbed the storage units. And they would have done this again with the help of Public Storage employees. The employees just let these two people come and go without asking for identification whatsoever.
Again, my transaction with the couple was not complete, which is why the vehicle was still behind the gates in my paid for parking space on the Public Storage premises. I am disturbed greatly that such reckless employees are working for this company. This isn't even a case of being a "honest mistake" or a slap on the hand don't do it again type of thing. This is a huge threat for all of customers who currently have property at that location. Such a huge breach in security should result in firing them. They are clearly not responsible people and are a financial threat to customers and Public Storage.
And to top it all off, they sort of chuckled about their error and did not even bother to apologize. Can you believe that?! It's a good thing I've closed my account today. Again, we're not talking about a small item being taken, this was a VEHICLE in broad daylight and they let non-customers behind the gates and then let them OUT of the closed and secured gates without question. If they didn't have the code to get out, why in hell did he let them out?!
There was a reason I did not give these this couple the code myself and that reason I've given in this message: the transaction was not complete until I showed up with the remaining paperwork. But transaction or not, what in the world were these two employees thinking to let people in who are not customers? And nobody can rightfully say they didn't know because in order to get out, a person NEEDS the code otherwise the gate will NOT open. And Public Storage employees today, not only let them in without any sort of identification of who they are, but they ALSO helped them OUT by putting in the code so the gate would open.
Had the employees checked the names of the couple in the system, they would have seen that no such customers by either name exists in the system anywhere. And they should have immediately called me to let me know someone is trying to take my vehicle in addition to contacting the police. But they did none of this, instead they chose to help the couple remove a vehicle from the property, that they had no right to remove at that time until I showed up with the final paperwork and the transaction made complete.
This was beyond reckless and sloppy. This was just lack of concern for the security of Public Storage customers' property and also shows a lack of concern for the financial risk they've caused their employer (Public Storage). These two people don't deserve a second chance. This was unthinkable. I was lucky I arrived when I did, otherwise Public Storage would be facing a huge lawsuit that they'd easily lose.
If you have property at this location, then I would strongly recommend you get it removed immediately until the two employees have been fired. I don't even know their names, but if Public Storage would make a public announcement to let everyone know of this firing then that would help customers a great deal in putting their trust back into Public Storage. As of now, I don't trust them. They will not get my business ever again, until they fire them. I will not store my property at such a company who have careless employees working who help non-customers in and out of the secured gates to take other people's property without question.
Remove your property if you don't want to be a victim of such carelessness. I got lucky I arrived when I did. But will you be as lucky as I was? Is it worth testing your luck just to see? There are other storage companies in the Austin area. Uncle Bob is pretty good from what I hear. But there are so many that you can chose from to secure your belongings with a staff that doesn't let any old person behind the secured gates and doors. Why take the risk when there are many storage companies in the area?
I've read some of these reviews, and all I can say is that these people should have paid attention when the agreement was explained to them. Here are some facts: If your things were auctioned, its because no payment was made in 60, 90, 45, etc days depending on your states laws. I make calls just about EVERY DAY to try to get people in to pay their bill to keep them from getting a late fee. It is not my fault if these people don't answer the phone or return my calls.
If you put a check in the night drop on the last day of the month, and we don't get it until the next morning, you're still going to be charged a 30 day fee. They do raise rates every year by a dollar or two. A letter is sent 30 days or more to the address that we have on file. Did you move? Well, its in the agreement that we need to know if you change your address.
Our locks are NOT overpriced. Where else can you get a disk lock for $11.99? Ace Hardware, $16.99. Home Depot, $15.99. Walmart, $13.99. Yes, I've looked. Insurance is required. People get mad at us if something were to happen, and blame us if their insurance is canceled. If you go 45 days late, your insurance cancels. You will have to reinstate it, on top of everything else. We can't force you to get it, but if you decline it, its totally on you if there is a fire or break in.
It's also in the agreement that we can ask for a key if there is maintenance that needs to be done on a unit. It is not personal, and no one wants to go through your stuff. Are you going to scream and holler and threaten to call the media if your apartment complex needs to get into your place to do some work? You were told how much the rent is after your pro rate. Just because you were charged something cheap for your second month doesn't mean that is the rate. It was explained to you. Its the dollar/admin fee/ lock and insurance for the first month, and a pro rated amount for the second, with a full payment due your third month.
It is also explained that we do not give refunds. The only way you would get a refund would be if you paid for say 6 months, but moved out after 3. You will not be refunded the current month, but will be refunded any months after the current one. The only way to have a discount in the month that you vacate is to let us know when you make that month's payment the date you intend to leave.
Your rent is due on the first. It doesn't matter when you moved in. That's how you get the pro rate for the second month. I can't believe some of the garbage I've read in some of these reviews. Public storage is not out to screw anyone. All you have to do is pay attention when the agreement is explained, and ask questions if you have any.
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?
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.)