Public Storage

I wish my review was a «glowing» as most of the other reviews I have read regarding this facility, especially on Public Storage’s biased website that they control.
Last Monday, my wife went and reserved a 10′ X 15′ storage unit with Olivia. Things seemed to be great as she got her in and out of there in a hurry. She offered my wife one of their overpriced $ 20 locks and my wife politely refused it because we already had one that we were going to use from another PS unit we had on Joy Road in Canton, whose term was up at the end of the month. The drama started when we went back on Wednesday with 2 movers and our trailer full of boxes and totes to put in our new storage unit. It seems that Olivia left PS’s lock on our unit, per policy, and we couldn’t access it without her taking it off. Since it was 6:30 pm and after «office hours», she was nowhere to be found and could not be reached until the next day. Thus, we had to send the movers home and come back the next day during their office hours. This not only caused us a HUGE inconvenience but also cost us money because we had to pay the movers more to come back on a new day ($ 100 more). Anyone who has been through the horrors of moving knows how stressful it can be and this is a situation you don’t want to run into. To further add fuel to our fire, we had to be out of our old home by Friday evening so it’s not like we had the luxury of time in getting everything done that needed to be.
When I called PS the next day and spoke with Karen in an agitated and irascible tone to describe what happened, she was only interested in defending PS“s policies and procedures. After about 2 minutes, she hung up on me. Clearly, she doesn’t have thick skin and should not be in a position of customer service where she has to deal with irate customers, especially when they are upset because of a mistake one of PS employees made. Olivia went through PS’s policies and procedures so quickly when my wife first came in to rent the unit, that she neglected to mention that the unit could only be unlocked during office hours. PS’s office hours and gate access hours differ by about 4 hours during weekdays. Karen did call me back after about 15 minutes and proceeded to go over PS’s policies and procedures without acknowledging any fault of Olivia. I felt that I should be compensated for my time and wasted money in terms of discounted rent because of Olivia’s mistake and/​or PS’s customer unfriendly policies and procedures but I could tell she sure didn’t think so. I asked to speak to her manager and she did give me his name (Gary Herndel) and phone number. I called Gary twice last week and left a voicemail requesting that he call me. It has been a week now and he still has not returned my phone call. I guess he has better things to do than manage customer relations.
Public Storage has a long way to go in order to receive a 5 star rating from me, at least at this location. I wish I could find out who Gary’s boss is so I can relay my experience to him or her. Experience has taught me that if you go high enough up the food chain, you will eventually find a sympathetic ear to listen!

A few months ago I utilized this place and had the pleasure of working with Karen she made the interaction streamlined extremely quick when I had a few random questions about prices she knew them off the top of her head and did not have to look it up if I have to utilize their services again it will definitely be this place and without a doubt due to the excellent service provided by Karen she made what was being a long day turn out fast and painless even offering me some hot water for my tea she definitely went above and beyond thank you

Seems to be a clean and safe facility. However, I am annoyed they won’t pro rate your month if you are done with your storage unit after the 7^th of the month. Yes you will pay for the rest of the month. Also they make you pay for the lock. ($ 20). Which you get to keep, however the lock is not a normal lock. It’s a proprietary lock that only works on these units. So there’s a waste of money. Also the MAKE you buy insurance for each month starting at $ 9. And also pay about a $ 15 registration fee. So as you can see the fees add up… Moya the girl that registered us was very friendly though so there’s that.