Public Storage Customer Service Issues

I rented Unit #N40 at Public Storage in North Richland Hills, TX [redacted] for my cousin, Ronald D., on 11/20/19. The lights in the building were not working for at least 4 weeks, and the doors have never locked properly. The manager states that work orders were placed, but there has been no resolution as of 1/2/[redacted]. When calling the [redacted] number, I was directed back to the property manager, Ivan on the customer service line was unhelpful. Please assist Jonathan at the Hilltop Drive facility. If no response is received within 72 hours, further action will be taken. The lack of customer service and safety concerns are unacceptable.

I encountered an issue with the lock I purchased not fitting the reserved storage unit. The staff relocated me to a unit two doors down that suited the lock despite being the same size. Now, I am being asked to move my belongings to the adjacent unit; otherwise, I will face a $25 monthly fee. Due to recovering from breast cancer treatments, my ability to move items is limited. I kindly request to speak with someone other than the property manager, as my interactions with her have been unprofessional and rude.

I have been a customer since [redacted], renting a 10 x 20 storage unit for $[redacted]. A couple of years ago, I spent more than four hours organizing my unit and was told by the manager that the limit is four hours. They restricted my access to office hours only. After a year of this, I requested to the owner, Jose, to return to regular access hours. I run an online business selling items from my storage, but due to my job and the restricted hours, I cannot access my unit. I hardly visited last year and not at all this year. Despite my request, Jose declined to extend my access hours. I have now lost my online business. The rent increased from $[redacted] to $[redacted], yet I still cannot access my unit before 9 a.m. or after 6 p.m. I simply wish to have the same access hours as other customers.

I've stored belongings at a Public Storage unit in Colorado Springs for years at the Astrozon location. Due to the lockdown, I was late on payment and received an email on March 28th offering a move out special, which needed acceptance by the 31st. I agreed but could only pay on April 3rd. The manager then demanded $[redacted] more when I went to pay, which was raised to $[redacted] extra. The unit is now up for auction due to this unexpected increase. It's frustrating how Public Storage changed the price after we agreed on a specific amount. I find their actions during these challenging times to be unprofessional and unreasonable.

On February 5, [redacted], at the Buena Park California Public Storage on Knotts Ave around 11 am, a woman claiming to be the property manager instructed me and my guest to leave using inappropriate language. She accused us of unauthorized access to the property the night before but failed to provide any explanation. Despite explaining a previous issue with access and attempting to reason with her, the situation escalated with more verbal abuse and demands to vacate the premises immediately. The situation worsened when our keys went missing, leading her to involve the police and even request our car to be towed. This unprofessional behavior, lies, and refusal to allow me access to my medication and belongings were distressing. I am seeking the termination of this manager and a sincere apology, along with one year of free storage and immediate access to my unit and possessions. Thank you, Robert C.

I kindly request the $36 September rent fee to be waived as I moved out on August 31, [redacted]. Upon vacating my unit at [redacted] S Main Street on August 31, [redacted], I confirmed with the front desk staff who assured me they would verify the unit's vacancy and send me a move-out confirmation via email. Several days later, I received an email indicating my move-out date as September 4, [redacted], along with a charge of $36 for September rent. After contacting the facility on September 11, [redacted], I was advised that due to the unit not being verified vacant until the 4th, I was still responsible for the September rent fee.

I am currently experiencing difficulties reaching the staff at my storage facility during their business hours. I have tried contacting them online, through various phone numbers, and even through the app, but have not been successful. I am confused about the $10 payment charge today and the lack of credit for closing one storage unit. If these issues are not resolved, I am considering moving my business elsewhere. The app I attempted to use last night was not functional, suggesting the need for improvements. Communication via phone has been challenging, with dropped calls and no option to leave messages. While the on-site manager is helpful in person, communication over the phone has been frustrating and time-consuming. I value my time and hope for a more seamless way to contact customer service. I prefer speaking to a representative directly rather than through text or email. The app was also unusable for making payments, despite multiple attempts. I have many concerns that require answers from a real person, not a third-party service. If these issues are not addressed promptly, I may consider relocating my belongings from the storage unit and reclaiming my pre-paid fees in person.

I have been consistently overcharged by Public Storage due to unnecessary insurance charges despite having homeowners insurance. I have been attempting to address this issue with the district manager since November, without success. After finally connecting with her a month and a half ago, she promised to investigate but never followed up. When I spoke with her yesterday, she was dismissive and unhelpful, claiming there was nothing she could do. This ongoing situation has left me feeling frustrated and taken advantage of. Furthermore, I recently experienced a distressing incident at the storage unit when I was locked in at 6:00, causing significant distress due to my PTSD and claustrophobia. The lack of communication regarding the change in closing time exacerbated the situation. The poor customer service and lack of accountability have pushed me to consider taking legal action if necessary. I intend to escalate my complaint to the Better Business Bureau and the attorney general and am eager to speak with a higher-level authority to address these issues promptly.

I reached out to the rental office at the McClean Blvd location to request a refund. They confirmed the unit cancellation and assured me a full credit would be issued. However, I am still awaiting the credit, and the supposedly cancelled unit is the only one visible in my Public Storage account. To add to the confusion, I received a confirmation email for a different unit with a varied amount that I do not recall booking or being billed for. My checking account shows a valid charge of $[redacted].30. Even more puzzling, I received confirmation emails for all three units with different amounts. Just a few days ago, both the cancelled unit and the one I paid for were displayed on my profile. Now only the cancelled unit is visible. I attempted to contact them before their closing time today, but unfortunately, I couldn't reach anyone as there is no available option for live assistance. The provided phone numbers for customer support lead to the same unhelpful automated system regardless of the department.

My storage unit was under a different name, making it impossible for me to pay my bill. When I tried to resolve this, they insisted I empty the unit first. Even though the employee suggested I still had time to save my belongings before someone else paid for the unit, my friend called to settle the debt. Confusion arose when they told my friend the amount owed was $[redacted], but my invoice stated $[redacted]. Ultimately, they claimed my friend was too late, and my items were sold. I feel deceived by the staff and plan to escalate this issue. I hope the buyer will return my belongings; otherwise, I trust that divine justice will prevail.

I am inquiring about the climate control status of Public Storage storage unit #37 (7.5x10) at Hillwood Dr in Silver Spring, MD. The website indicates that the entire facility is climate controlled, but staff on-site have mentioned otherwise. Could you please clarify this discrepancy for me? Regarding the payment details for September [redacted], there seems to be conflicting information between the Public Storage app and on-site staff. Today, I made the first payment for the storage unit. The app states that $[redacted] is due on September 1st, followed by full payments on the first of each month. However, the on-site team insists that the full payment of $[redacted] is due on September 1st, with subsequent payments on the same day of the month. Furthermore, I would like to confirm the dimensions of the 7.5 unit. Is it 7.5 feet on all sides, or does the 10 feet measurement refer to the height? Your on-site personnel mentioned that the 10-foot dimension typically represents height in measurements. Thank you for your assistance in clarifying these matters.

For over three weeks, I have been trying unsuccessfully to resolve a billing matter. My monthly payment was due to increase on August 1st from $[redacted] to $[redacted]. I am requesting a delay in this increase for a few months, ideally until the end of the year, as my small business, closed for 15 months due to the pandemic, is just now starting to recover. It will be another six weeks before I receive payments from clients. I initially spoke with the property manager last month, who said he would check and get back to me. However, after a week, I learned he was no longer the manager. I was given an [redacted] number for customer service, but it only leads me back to the local office. I made a payment of $[redacted] on August 5th as a goodwill gesture, but still incurred a late fee of $49.40. The new property manager informed me she would follow up, but a week has passed with no response, and I received a text saying my access has been denied. I am seeking a fair resolution from Public Storage, having been a loyal customer since February 15th, [redacted]. Thank you, Roger K. Unit #A4096 Acct #[redacted]3 Property: [redacted] Arlington Blvd, Falls Church, VA [redacted]

Another customer mentioned a break-in at our location. After contacting our on-site manager, we learned that a lock had been missing from our unit for over a week. We advised them to remove their lock as we were planning to visit. Subsequently, a friend noticed our unit had been tampered with and placed a lock on it for security. However, instead of sorting it out, we were unexpectedly evicted. We have been trying to retrieve our belongings but have faced delays. We are eager to schedule a time to collect our items. Despite the situation, no mention of outstanding payments has been made, and our rent was up to date at the time of the incident.

I fell behind on my payment due to being hospitalized out of state for three weeks, which also kept me out of work for four weeks. I received a notice of a lien letter in the mail but did not receive any other communication until 9/23/21 at 5 pm, when I was informed that unless I paid $[redacted] by 10 am on 9/24/21, my unit would be auctioned off. I just returned to work two days ago after not working for four weeks, so I don't currently have the funds to pay that amount all at once. I will receive my first full paycheck on October 1st and will be able to pay the $[redacted] plus the upcoming $[redacted] on that day. All my belongings are in unit [redacted] in Phoenix at [redacted] East McDowell St. Please contact me as soon as possible. Thank you.

The manager at the rental location, Melony, befriended my ex, Eden F., who then allowed her and her friends access to my unit. They proceeded to steal all of my belongings, including private and personal documents. When I confronted Melony, she tried to hide the incident but was unsuccessful. Now, she is trying to charge me an excessive amount of money for no apparent reason to avoid addressing the situation.

We were affected by the recent fire in Boulder County, Colorado on Thursday. Unfortunately, our home was either destroyed or heavily damaged due to the fire. We were in the process of vacating our unit on January 1st when the incident happened. We are unable to access our house as it stands. We have been presented with additional fees, but we are currently facing financial constraints and urgently need access to retrieve our clothing and essential documents. Local media and authorities have advised reaching out for assistance, as we are struggling to get support from FEMA and the victim center due to long wait times. Our situation is urgent as we have children and no other clothes aside from what is in the unit. We require access to our belongings promptly. We are unable to afford the inflated fees being imposed. Will you provide assistance, or should we escalate this issue through the media to highlight Public Storage's lack of support during this crisis?

I have been renting space #p110 at [redacted] Evergreen Way, Everett, WA [redacted] for 7 months. The monthly charge agreed upon was $[redacted]. I received an email in December stating that the rate would increase to $[redacted] as of 2/1/[redacted]. This sudden 28% increase has left me disappointed and frustrated. I am a retired 69-year-old relying solely on SSI living at my son's house, and the rate hike is unreasonable given my fixed income. I kindly request a reasonable reduction to alleviate my stress. Thank you. - Han K.

I have been a customer since [redacted] and have two rental units in La Habra, CA. I have never missed a payment. I emptied storage unit #[redacted] on April 1, [redacted], at 11:00 AM. The onsite agent confirmed the unit was empty. Later that day, I received an email demanding immediate payment of $[redacted].00 to avoid collection. I only used the storage unit for 5 hours in April and was surprised by the demand for a full month's rent for such brief usage. I spoke with the agent (Angelina) who assured me the April bill would be adjusted. I hope the threatening email was a mistake and not standard practice for loyal customers. Please reach out to me promptly to resolve this issue. Donald G. [redacted] [redacted]

I am attempting to contact the manager at my Public Storage site to discuss making a partial payment and arranging to settle the remaining balance by the week's end. Despite leaving messages, no one answers my calls or returns them. Yesterday, I informed the manager of my efforts to gather the funds to prevent my items from being auctioned, as she mentioned it was scheduled for today. I haven't been advised of the auction date in writing; instead, I received a notice two days ago regarding a pending lien sale without a specified date. When seeking assistance from customer service, I was unable to provide my identification number's last four digits due to it being recently stolen, which the service representative required. Although I am able to recall my social security number and driver's license number, they were not accepted. Any guidance on this matter would be greatly appreciated. Thank you in advance for your help. 👍

I have two storage units with your company due to elevator issues during my move. I originally complained and was given a downstairs unit but have not been back since shortly after moving in completely. The company is now requesting $[redacted] for each unit, and I am on disability income, making $[redacted] a significant burden. I never intended to have two units but was forced to due to the elevator situation which lasted at least three days. I am unable to change my travel plans set since leaving Phoenix. I will return by the 12th and need assistance to avoid losing my belongings. Please advise on the best steps I can take in this situation.