Public Storage Customer Service Issues

Hello, I am looking to rent a unit with your company for about two months. I had a concerning experience with the manager at your facility. It seemed like she was frequently in a large unit with other individuals after hours, including right next to mine. This behavior made me feel uncomfortable and suspicious that items were being taken. Despite moving out of my unit on the last day of the month and informing the manager, my company still has a unit there. I discovered the manager is withholding $52 from me without valid reason. This situation seems very questionable, and I am highly dissatisfied. Reflecting on my experiences using storage facilities nationwide, including Public Storage in various locations, I am disappointed by this unprofessional conduct. I feel the manager's actions are dishonest, and I am requesting a refund of my money.

I am inquiring about the prorated credit for my storage unit since I vacated my space on 5/17/22. My account number is [redacted]5. After contacting them twice, I received a response two weeks later. Initially, I was informed that the first month of storage is non-refundable. However, I later spoke to the local manager who assured me that a prorated credit would be issued to my credit card. This policy was not communicated to me when I signed up for the unit. I paid in advance as I needed the unit for a moving truck over the weekend but later realized I no longer required it. I informed the local manager on Monday, 5/16, giving a two-day notice as instructed to receive a prorated credit. I understood that the administrative fee of $29 and the lock fee of $19 were non-refundable, but I was not aware that the entire month's fee would not be refunded.

I have a rental unit at Public Storage on Mt. Carmel Tobasco Road in Cincinnati, OH [redacted]. My unit number is D467. I recently spent three weeks in the hospital in May and missed my storage payment. I’ve tried speaking with the property manager at the location, but she was not helpful. I have also reached out to Public Storage via email, but haven't had a satisfactory response. I received a notice of a late fee which I understand, but when I went to pay it online, the amount was much higher than expected. The property manager mentioned she could request to waive the lien fee with the corporate office, but I haven't heard back from her yet. I am hoping to have the lien fee removed promptly so that I can make my monthly rent payment and resolve this issue. Thank you for your attention to this matter.

I am seeking to have the lien fee removed from my account to catch up on payments for my storage unit at Public Storage on Mt. Carmel Tobasco Road in Cincinnati, OH *****. My unit number is D***. I had a medical emergency that led to a three-week hospital stay in May, causing me to miss the payment deadline. Despite my efforts to discuss the situation with the property manager, I encountered rudeness and delays in resolving the issue. I received a notification about the impending lien and attempted to pay the required amount within the specified timeframe, only to find additional fees significantly raised the total. I am requesting prompt removal of the lien fee so I can bring my account up to date by paying the overdue amount and my monthly rent. Despite paying $***.** on ******, the extra charges have prevented me from fully settling my account as instructed. Your assistance in addressing this matter swiftly is greatly appreciated.

I recently spoke with a customer service representative regarding a late fee and a bad check surcharge from last month. The communication was challenging as the representative initially claimed it was a rate change instead of addressing the issue. Additionally, I was informed that had I called before the late fee was applied, it could have been avoided. Despite these hurdles, after offering to pre-pay for July, the representative agreed to deduct $20. However, upon checking my account, I noticed that the discount was not applied. The confirmation number was provided, but the error in charging the correct amount led to further frustration. In addition, when inquiring about upgrading to a larger unit, the representative was unable to assist or provide a referral. This experience was extremely disappointing, and I am considering moving my storage to a different facility for better service.

My husband, Mr. Donell Hampton, tragically passed away on June 12th, [redacted]. I am now responsible for paying the storage bill that we used to share. Despite informing the store manager of his passing in person the week he died, I was met with rudeness and was told I needed to provide a death certificate. I returned two weeks later with the required documentation, but the manager, Mr. Neal, was unhelpful and refused to give me the gate code. Despite paying the storage fees, I encountered further difficulties updating my information and accessing the unit. This lack of compassion during my grieving process is unacceptable. I urge the company to address this disrespectful and prejudiced behavior before it tarnishes their reputation. Mrs. Kathleen Hampton.

I have learned that Joseph D. Russell Jr. is the chairman and CEO of Public Storage. I am seeking a way to bring to his attention the mistreatment of senior citizens happening at the Bronx locations on [redacted] Southern Blvd and [redacted] Gerard Avenue by the site manager, Genice, and the District Bronx Manager, Sam. My family has been loyal customers of Public Storage for almost 5 years, renting 6 large units. We are currently facing unexpected demands from Sam Rivera to vacate all our units by August 31st, giving us less than a month. This situation arose soon after I raised concerns about the lack of climate control on our floor during the intense heat and a safety issue with a defective flatbed that posed a risk to my elderly mother. Despite expressing the need for a safer replacement due to my mother's mobility issues, Genice was unsympathetic and insisted that we comply with her demands. As a result, my father has initiated legal action seeking $10,[redacted] in damages, and I intend to pursue $50,[redacted] for each unit we are being compelled to vacate.

I recently had an issue with my Public Storage locker that I need help resolving. A friend assisted me in getting the locker around late May to early June without my family knowing. Due to financial difficulties, I had to cancel the contract as my family noticed the charges on my bank statement. Because of health reasons and a Covid-19 outbreak, my friend emptied the locker but we lost track of the key. Despite my efforts to cancel and disputes with July and August charges, the locker was still being billed. I had my brother close the locker, but they couldn't find the key, and a three-week wait was mentioned to remove the lock. I was wrongly charged $83 in August, leaving me with little money until my next Social Security payment. I authorized my brother and aunt to handle communication. Please contact Dr. Wayne Butscher or Barbara Lemon for assistance regarding locker #[redacted] at the Belair Road location, Nottingham. Thank you.

I am encountering an issue with Public Storage as they are not allowing me to pay my bill using my MasterCard debit card today. I have sufficient funds in my bank account to cover the payment, but despite that, the card is being declined. Both the online payment portal and the app only accept credit cards, not debit cards. Consequently, I am facing the prospect of a late fee as I have to wait until tomorrow to seek assistance from a representative. I find it unjust that I would incur a $40 penalty due to the card complication, especially when my balance receipts show I have ample funds. Other establishments have accepted my debit card today for larger transactions than my storage payment. I kindly seek assistance in resolving this situation and ask for the late fee to be waived as it is a result of Public Storage's card restriction. Your help in this matter would be greatly appreciated. 😭

I have been renting since July [redacted], and suddenly my belongings are up for auction because I fell behind on rent due to losing my job and car. I plan to pay the full amount by the 29th, but the management told me they couldn't assist me with a payment arrangement. I fell two months behind, and despite being willing to make partial payments, they are adamant about proceeding with the auction. I believe there should be more flexibility given my circumstances, and I have experienced issues with the property such as leaks and unsanitary conditions. I want to resolve this by paying what I owe and retrieving my belongings without losing everything. It's frustrating that despite my long tenancy, there is no willingness to work with me on this matter.

I store my items at the Woodcrest location in Coon Rapids, MN. I have tried numerous times to contact the location manager but have had no luck. I needed to inform them that my daughter would be paying for my storage unit D [redacted] due to my upcoming shoulder replacement surgery. After finally receiving a call back on Tuesday from a new staff member, she mentioned they were transitioning from the previous manager, Robin. I explained my situation and requested assistance to avoid late fees, but was unable to reach anyone earlier. Despite my daughter making the payment today, a late fee was applied, which was not the case yesterday. Currently, I am unemployed and facing a lengthy recovery period. I am disappointed by the lack of communication and understanding from Public Storage in resolving issues promptly.

I recently became a tenant at Kent Public Storage along with my boyfriend. We rented large units to accommodate our belongings from two households, requiring three 26-foot U-Haul trucks. Over the past few days, we have been organizing our units and finishing up unpacking. However, we've encountered issues with the office staff. Initially, they limited our access to three hours with a one-hour break in between visits. Subsequently, another staff member restricted our access to just one hour per day. The situation escalated when one employee started throwing my boyfriend's belongings on the ground and threatened eviction, which is unacceptable. I cannot find support by contacting corporate using the provided numbers. I am in urgent need of assistance from corporate to address this distressing situation promptly, as I do not have the means to relocate after investing over $[redacted] in moving our belongings to this storage facility.

I won a couple of storage units on Storage Treasures, but I encountered shocking discoveries in the units. The first one had a severe mouse infestation that made me sick. The second one had over 2,[redacted] used needles, empty baggies, and hazardous materials. Despite my efforts to clean it with my son, the situation was too dangerous. I reached out to Valerie and Mark at the Federal Way location, who acknowledged the extreme conditions. However, the district manager was unhelpful and threatened me, leading to me being banned from Public Storage auctions. I offered to split the hazmat cleaning costs but received no assistance. I believe the district manager is unfairly targeting me. I am unsure of what steps to take next but have evidence to support my claims. I feel the responsibility lies with the district manager for allowing such unsafe units to be auctioned.

I have been a customer at Public Storage for over 3 years. Recently, my monthly payments have increased without proper notification, jumping from $33 to $45 to now $48, all inclusive of a mandatory $15 insurance fee. I have consistently used AutoPay, but it seems to have been disabled twice without my knowledge, including this month of March [redacted]. Because I currently live in Mexico, I missed any attempted calls about the AutoPay issue and the resulting $20 late fee that was charged due to their error. Despite my efforts, I have been unable to reach anyone at the local office or receive responses to my emails. As a person on disability, these frequent price hikes are a significant burden, especially considering the limited access hours to the storage unit. I am requesting a credit for the late fee and clarification on the continuous price increases. Thank you.

Hello, my name is Kseniia. I have been renting a unit (7*8) in Campbell, CA since February, and unfortunately, there has been no electricity in the unit during this time. Despite multiple requests to the manager and attempts to contact customer service, I have been continuously transferred back to the manager who claims there is nothing she can do to resolve the issue. As a result, my rent is increasing from July onwards, and I am frustrated that the electricity problem remains unresolved after four months. I am seeking assistance on who I can contact directly to address this ongoing issue without being redirected back to the manager. Your help would be greatly appreciated.

I have a unit at the Woburn, MA site of Public Storage. Unfortunately, I seem to have misplaced my cylinder lock. I was informed that if I cannot locate it, I will need to wait until the district manager arrives on July 2 to assist in breaking the lock. However, I will incur a $[redacted] charge on July 1 due to this situation. Is there any possibility that the district manager, Mr. Spleen, could come by to help me with this sooner this month, even though it's already after the 2nd of June? This is quite urgent. Your prompt attention to this matter is greatly appreciated. Thank you, R. Glionna.

I currently rent a space at [redacted] Cambridge Beltway Drive in North Carolina. Unfortunately, this storage facility has been the worst I have ever experienced. It is consistently dirty, lacks available staff for assistance, and the elevators have not been functional since I began renting a few months ago. Today, I made another attempt to access my unit, only to find that the elevators are still out of order. I encountered a man in the office who admitted he could not assist me and was aware of the ongoing elevator issue. I expressed my frustration as these problems have persisted since I first rented the space. This staff member appeared unprofessional and unkempt. The manager of the facility is consistently unavailable and unhelpful. Due to these ongoing issues, I have decided to immediately relocate my belongings and will not be utilizing this storage company in the future.

About a month ago, I was moving items into my storage unit at a public storage facility. We were the last ones there due to the facility's closing time. A few days later, I realized I had left my toolkit, which I had used to prop open a broken door, behind. When I inquired at the office, I received conflicting information about the fate of lost items. Despite asking for camera footage to investigate further, I have not received a response from the management. The uncertainty surrounding the disappearance of my toolkit has been frustrating, especially since two employees provided different explanations about the facility's lost and found policy. I am determined to resolve this issue and would appreciate any advice on how to proceed.

Hello, my name is Justin. About a month ago, I was moving items into a unit at a public storage facility just before closing time. I recalled later that the magnet on the building door did not work, so I used a toolkit to prop it open. I inquired about the missing toolkit, and the office staff gave conflicting information - one staff member claimed items are not discarded, while another stated it might have been thrown away. Despite requesting camera footage, I have not received a response. I am unsure what happened to my toolkit, as there are contradictory statements from employees. I am frustrated by the lack of clarity and communication from the manager regarding reviewing the video footage. Any suggestions on how to address this situation would be appreciated.

I am currently experiencing financial difficulties due to a medical disability and a fixed income. I have also faced challenges with my storage unit at Public Storage. Despite reaching out to their customer care team for a rental reduction, my request was denied. I was hoping to continue paying the lower rate I had been charged until May [redacted]. The new rates are unaffordable for me, especially considering I have an outdoor non-climate-controlled unit. Furthermore, my unit was broken into by individuals who accessed it through the adjacent unit's wall. Unfortunately, I did not have insurance at the time, and my stolen and damaged items were not addressed adequately by Public Storage, leaving me feeling violated and inconvenienced. Thank you, Julie W.