Public Storage Customer Service Issues

I struggled to access my unit due to a damaged latch, preventing me from retrieving my custom-built 5' banquet table and $10,[redacted] costume needed for a fundraising event that evening. The client feels a reimbursement of $[redacted] is necessary due to the delay causing disruption to the auction, affecting sales significantly. The performer's late arrival impacted the event's success, and the client expressed embarrassment over the situation.

I recently noticed an unexpected jump in my bill from $[redacted] to $[redacted]. After reaching out to the property manager, she mentioned there should have been a notice via letter and email regarding the rate increase, but I never received these notifications. Despite checking my online account and confirming my contact details are up to date, I couldn't find any record of the correspondence. I'm hesitant to attribute fault to the property manager and suspect there might have been an oversight in customer service from the company. I've been stuck in an automated loop when trying to contact the company directly, with the only option to speak to someone being through the property manager.

I visited the Public Storage facility in San Diego around 8:45 p.m. and tried to leave a little after 10 p.m. However, I'm unable to exit as the gate won't open, and there seems to be no emergency contact available. The keypad instructs me to call the office, but nobody is answering. I fear being stuck here overnight with no way to reach anyone for help. I've tried calling all the provided numbers but without success. My name is Paul G. from San Diego. This lack of security and emergency assistance is unacceptable. I never imagined such a situation, especially after reading online that it has occurred numerous times before.

I previously shared my experience at Public Storage. I arrived at around 9:10 a.m. and when I left between 10 and 10:30, my code did not work to let me out. The [redacted] numbers went to voicemail, and the after-hours emergency numbers were also voicemails with no response. There was no manager or security on duty, no emergency code, or working emergency phone number. I was stranded for hours and faced threats of eviction for being there after hours. It was distressing to have no way out and experience anxiety and a panic attack for two hours. Despite many complaints online, nothing seems to have improved with the company. Even the emergency gate release handle was removed, leaving people trapped intentionally. Public Storage should face a joint lawsuit for their neglectful, discriminatory, and illegal practices.

Hello, my name is Ray. Three weeks ago, I rented a space at the location on Washington Blvd and 18th St in Los Angeles, CA, from Public Storage for my friend, paying close to $[redacted] for the first month using my information. Shortly after paying, I was informed that my friend had been banned from the premises, of which I had no prior knowledge. I promptly requested a refund as we hadn't even accessed the space. Despite the situation, the clerk declined, citing the ban on my friend. Frustrated but composed, I left. However, the unfairness of it all lingers, and I seek assistance in securing my refund. Kindly reach me at [redacted]. I appreciate your help and look forward to resolving this matter. Thank you.-Ray Z.

I rent a space at the Lincolnwood Lincoln Ave. facility. Last night, I noticed that the doors to the building were wide open. I contacted [redacted]-44-STORAGE for assistance, but unfortunately, I received no help. One representative even mentioned that it was not the company's responsibility if someone broke in, which I found incredibly frustrating. After multiple attempts, a representative agreed to inform the district manager. However, I took matters into my own hands and closed the doors myself at 10:30 pm. It was shocking to have to handle this situation without proper support.

I am a current renter at Public Storage and initially set up automatic payments for my unit. After paying the first two months, the third month payment did not go through, resulting in a $20 late fee. Despite explaining the situation at the storage facility, the late fee was not waived. I disabled the automatic payments while waiting for the late fee to be resolved before reactivating it. Unfortunately, the late fee was not waived, leading to another $20 charge, totaling $40 in late fees on my account. I have paid for the August rent, but the late fees remain unresolved. I kindly request assistance in addressing these charges. My account number is [redacted]7, and I can be reached at [redacted]. Thank you.

I recently vacated a storage unit in South San Francisco on April 30th as scheduled. However, I have been erroneously billed and sent to collections for May rent as the unit was not checked until May. Despite never being informed about the need to notify the office when vacating a unit in the 15 years I've been a customer, I now face this issue. The on-site employee acknowledges my timely departure but insists I contact the corporate office in Castro Valley to rectify the situation. Despite numerous attempts to reach out over the phone, I have not received a response or any assistance. I have evidence and witnesses to support my claim, including gate code records. I urgently need this mistake resolved to prevent any impact on my credit, especially as I am applying for housing. Kindly contact me promptly to address this matter. Thank you.

On July 24th, I submitted an online notice to vacate my unit. I then received a confirmation email advising me to cancel autopay, which I planned to do after the next scheduled draft on August 1st. Over the following 2 weeks, I gradually moved my belongings. On August 9th, when my access code didn't work, I found out through an email from August 8th that a payment was missed and a late fee of $15 was charged. A fellow renter helped me access the building to retrieve my remaining items. I later spoke with a storage unit employee explaining that I hadn't canceled autopay and was unaware the rent was not charged to my card. Despite offering to pay the rental fee (excluding the late fee), they refused to waive it. I reached out again on August 13th to settle it, but the regional manager declined to remove the late fee. I believe the late fee is unjust as it was caused by Public Storage canceling my autopay without informing me, going against their own terms. I am requesting the late fee be waived so I can pay the final monthly rental fee and resolve this matter. Thank you, R. Teeter

I am Rod S. from West Palm Beach, Florida, reachable at [redacted]. My storage unit is labeled #A406 at your facility located on [redacted] N. Australian Avenue, West Palm Beach, FL [redacted]. Recently, I received a notice of auction for my belongings set for Sept. 15, which is today, Sept. 24, at 12:30 pm. I have provided a letter to the manager explaining my payment delay due to health issues and work circumstances. I kindly asked for an extension until my next payday on Sept. 30, [redacted], to settle the full amount and prevent the auction. In my unit, I have cherished family albums and sentimental items that I am eager to retain. I assure you of my commitment to clear the outstanding balance; I just require the extra time until Sept. 30 to do so.

I have been attempting to communicate with the Brandon, Florida location without success. They have not been responsive to my calls, and this situation is becoming increasingly frustrating. The problem started about a week ago when a representative at the store informed me that my confirmed storage spot, which was verified through two emails and two reminder calls, was suddenly unavailable due to a mistake. They were unable to provide an explanation, which has put me in a difficult position as I rely on this spot to park my truck and trailer for six weeks while I travel home. Despite initially seeming cooperative, they have now stopped returning my calls. This lack of responsiveness constitutes extremely poor customer service. I am considering sharing my experience as a travel blogger with a significant following unless this issue is resolved promptly.

I have experienced issues at this location with organized criminals who stole my belongings twice. Initially, they questioned me about my possessions and placed me in a storage unit with wooden doors near the exit. When I requested a unit with a metal door for security, they insisted I stay to save money, unknowingly setting me up. The fact that these criminals knew the layout of cameras and acted sneaky, even laughing when caught, is concerning. Despite others loitering overnight without repercussions, I was accused of the same and now face contract termination under false pretenses. It seems unfair and unjust, as they watch me closely and are now rushing me out. The situation feels orchestrated by a large criminal operation within the staff.

I am sharing my recent experience - I was behind on my payment but on the 30th of last month at [redacted] W Copans RD, Pompano Beach, FL, [redacted], I tried to pay. I was $5 short, so I left to get the change and got delayed. When I returned on December 1st, the lady mentioned a possible lien as the contract stated that after 31 days of non-payment (which would be December 1st), there could be a lien. I paid on the 31st day, not after it, so I believe she should not place a lien. I intend to pay this month and retrieve my belongings. My name is Real JJ at [redacted]. I find the terms "before," "on," and "after" quite straightforward, but she seems unwilling to cooperate. I need assistance, please.

I requested a lock replacement two weeks ago due to a lost key. Despite calling the property manager five times yesterday and leaving two messages, as well as reaching out two more times today, I have not received a response. After waiting for 10 days for the lock to be removed as promised, I am disappointed by the lack of action. As a long-time customer, I am frustrated by the service provided at the Gaithersburg, MD facility. I have now escalated the matter and want it documented. The delay in addressing my request is unacceptable, especially since I am typically contacted promptly for rent-related issues. -James K.

The employee working at the public storage facility on Illinois Street in Indianapolis displayed extremely poor customer service. I simply inquired about using a trashcan and was rudely told that managing my trash was not their job. Each visit to the storage facility has been unpleasant, leaving me feeling like an inconvenience. I am considering reporting this behavior to the Better Business Bureau. If needed, I can provide an alternative contact method for further communication, as I have concerns about the company's integrity.

I had an uncomfortable experience with the property manager a few days ago. Now, another staff member is accusing me of violating the lease by not leaving my storage unit open while I access it. I checked the contract, and there's no mention of such a requirement. I'm simply organizing my belongings, not living in the unit, and don't understand the issue. I tried contacting customer service, but I was redirected to the on-site office where the same staff member provided inaccurate information. I need to speak with someone impartial to clarify the rules.

February 4, [redacted] Public Storage [redacted] Western Avenue Glendale, CA [redacted] RE: Management Location: [redacted] North White Avenue, La Verne, CA [redacted] Dear Sir/Madam, I rented a space on October 31, [redacted], and have been a long-time customer of Public Storage, renting from various locations over the years. It is disappointing to write about the location specified above. Before Thanksgiving (November [redacted]), I called and left a message regarding concerns about holes in our unit resulting from apparent renovations nearby, and no one has reached out to me. Despite multiple attempts, the issue remains unresolved, leading to security concerns preventing us from fully utilizing the unit. I believe I'm not receiving the value I pay for each month. Please contact me at [redacted] to discuss and address this security matter. Looking forward to your prompt response. Sincerely, Gary N.

Hello, my name is La'Shonte Morris. My family and I have been customers of your company for a few months without issues. However, this evening at around 5:30-5:45, we encountered an issue with an employee named Joshua at the Carson location. Due to my car battery draining quickly, I left the car running while we cleaned our area. Joshua mistakenly thought we were leaving and demanded we clean up. He mentioned a $75 charge if the area wasn't cleaned by the next day. I expressed my frustration, and he threatened to call the police. Despite this, we cleaned the area. I took photos of the situation and would appreciate if Josh could be reminded to communicate more respectfully to customers given that many are facing difficulties. Thank you for addressing this matter.

I received a notification from P Storage at 5:36 p.m. EST regarding an urgent matter at my storage unit. Unfortunately, I only saw the message at 11 p.m. I attempted to get 24/7 access online as instructed by my access card, but was unsuccessful. Despite calling all the provided numbers for P Storage, I didn't receive an answer. It's concerning that there is no emergency contact number available. My daughter, Raven H., is currently waiting outside the gate and will have to wait for 4.5 hours until she can access the unit. I am disappointed by the lack of means to reach you in case of emergencies. It's worrying to think about what would happen in a fire scenario. My unit number is E2287 at [redacted] Embassy Blvd, Port Richey, Fl. My name is Sylvia H., and my cell phone number is [redacted]. My daughter has my phone with her, so please contact her immediately at [redacted]. This message was composed on her phone. Nick, the representative who left the urgent message, advised to contact you by phone rather than email.

My mother, Sylvia H., recently posted here. I am her daughter, Raven H. Public Storage left a message on my mom's cell too close to closing time without attempting to follow up. They should have sent an email instead. My mom is in her 80's and was left worried. I was even considering waiting at the gates until 6 a.m. as a result of this. Public Storage needs to establish an emergency contact number for situations like this. After reading other complaints, I'm disappointed with the company. They mention 24/7 access on the access card, but the online platform lacks information about it. Public Storage's pricing increases without consideration for customers. I am searching for a company that values its customers. It's time for Public Storage to address these issues and prioritize customer care.