Storage Pros

I normally only give positive online reviews, but I decided to make an exception for this business. Prior to going into the facility, everything was fine. The price was reasonable, the representatives I spoke to over the phone were courteous, etc. I was a bit bothered by the fact that they didn’t honor a discount listed on their website (they gave me a different discount) and that I had to wait week until before I moved in to reserve a unit, but I considered them to be minor inconveniences and decided to use the facility anyways.
The problem that I had with Storage Pros on Papermill arose due to the poor customer service I arrived a few weeks ago when I went into the facility to sign the contract for storage. I strongly believe that the service you receive when entering into a contract is a strong indicator of what it will be like when you have any problems, so I hope this review will serve as a warning to future customers. I’m opting not to identify the employee by name or descriptive characteristics because my intention is not to get anyone fired, but to warn future consumers about the customer service they can expect to receive at this facility.
I came in on a Saturday around 1pm, and the office was locked because the employees were out on a lunch break until 2pm. I was thinking «what kind of employees would leave their place of business for an hour on a Saturday,» but just went ahead and ran my errands and came back later in the afternoon. When I got back, the door was still locked. No one answered the call button, and I had to wait outside for the only employee that was working (on a Saturday) to come back. The only employee was incapable of multi-​tasking, so I had to wait over 30 minutes for him to help the gentleman in front of me before he got to me. When he finally got to me, though he was nice to the customer before me, he acted like it was a major inconvenience for him to help me. He made a series of snarky and sarcastic remarks while «helping» me and looked at me like I was an idiot when I asked for clarification on the terms of the contract. Further, an employee I had spoke with earlier had made some misrepresentations concerning my rental, and rather than attempting to remedy the situation or contact the manager to help out, she/​he was increasingly rude with me and wouldn’t budge despite my attempts to compromise. He/​she was continually disrespectful despite my attempt attempts to be kind to him. Finally, when I was about to leave, he/​she finally began to act respectfully, but only after I buttered him/​he up with tons of «thank yous» and «I appreciate it.» It really should be the other way around. It took about 30 – 45 minutes just to get signed up, not including the time it took me to sign the contract. Thankfully, I came early instead of having to pay movers to wait while I was put in the system
I would like to go into more detail about the actions by this employee, but, again, I don’t want to get anyone fired, and I don’t think I could describe in more detail without giving away distinguishing characteristics about her/​him. I would have opted to go to another facility, but I planned to move a few days later, and did not want to risk not being able to find a new facility. I’m in a position where a number of people look to me for recommendations about apartments, storage facilities, moving companies, etc., but I have decided not to recommend Storage Pros, at least not the one on Papermill. An alternative location is Knoxville Star Storage West. The lady there super nice – the epitome of southern hospitality. I rented there in the past and she was very accommodating to my move in date, very respectful to me when I came in and asked her questions, and finished leasing the storage to me in about 15 minutes. Plus, when she made a mistake with a billing issue, she quickly corrected the error over the phone, taking blame for the situation and apologizing for her mistake. This is the kind of customer service one should expect from a business one is contracting with. I only didn’t rent here because they ran out of storage units weeks before my move in date.
Again, this is an issue with customer service, not with the storage. Had I seen Dewane B’s review before now, I would have just taken the risk to look for another facility. I will update if and when I experience any further difficulties with storing my belongings.
I hope this review was informative to you in making your moving decisions.

I parked my new 7X14 enclosed trailer at the Storage Pros facility on Papermill Dr., Knoxville, TN and in January 2015 someone stole it from the business. According to the manager’s account, after reviewing the surveillance tape, a customer left the lot at 3 a.m. which allowed the thief access through the gate because the gate stays open for several seconds after the gate is opened.
FIVE days later, the manager called me and asked if I had my trailer because my trailer’s wheel chock was cut off and left in the parking lot which made it obvious that something was amiss. Plus I hadn’t called the manager to let him know that I had taken my trailer from the lot (per contract requirement).
He reviewed the surveillance tape and supposedly had critical information about the theft. I advised him that the investigators would need a copy of the tape for evidence (common sense).
The investigators arrived after the reported theft and asked for a copy of the tape. The manager demanded a letter head request from their department before he released the tape which is against their contract language which states they will fully cooperate with law enforcement. After the investigators made 2 trips to the facility and were stonewalled again and could not get a copy of the tape, I called the district manager who seemed surprised about the theft as if he had not heard about it. He stated that he has no problem cooperating with law enforcement and stated he would talk to the site manager. Afterward, the investigators returned to get a copy of the tape just to learn that the manager could not retrieve it any longer. How convenient.
I called the corporate office to report the site manager’s actions but could not get past the clerk who answered the phone. The clerk said she would forward my complaint on to someone who would call me back. After 2 weeks, I have received no response from management.
I had insurance on the trailer but none on the contents so I am out @ $ 2k. This is not the type of service I had expected.