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| - I've been a customer here since I believe 2010. Never have I had a problem with this place until new management strolled in about 1 year ago. I plan on moving out soon.
I've never felt so under appreciated as a customer in my life. These guys are all about the money, honey. First thing US Storage did when they took over Best Storage was increase the prices a whopping 33% AND they now require an insurance policy with a minimum $10 extra monthly fee.
When I first started storing my things here in 2010, I had access 24 hours for my business. When new management came in they changed this and stripped away the access. In my head I was thinking oh well I really don't need it to be 24 hours all the time anyways, so I can deal with that.
The next problem that I had was when I received a letter in the mail stating that because I have two locks on my storage units they were going to cut one off from each unit. Not a friendly phone call, a dang letter! Apparently this is not allowed so if you have community storage with somebody don't bother with this place.
After contacting the new general manager, Tiffany Carter (aka Ty), she took a note on my account to CALL me with any problems on my account whatsoever. Like many of you, when it comes to doing business with a company like this, I would like to receive a phone call when something important arises. Don't expect one from US Storage!
I was already near my last straw with this place but I decided to stay anyways. After all, I'm comfortable with the procedures here in general and I like the way the property is laid out.
What happened next is what I would consider to be my final straw.
I increased the number of units that I had from a single storage locker up to three storage lockers over the past year. Apparently, when I added a locker to my account, using the exact same gate password and everything, the company did not add my newest locker to my automatic payment. Easy fix, right?
Not so much with this company. I received an email (not a friendly phone call as I requested earlier and the manager NOTATED on my account) stating that my payment was late and a $20 late fee has been charged (today is the 9th, the paperwork is dated the 8th).
So I email back stating that my accounts have been on automatic payment for YEARS. The general manager Tiffany Carter calls me on the phone and we discuss the confusion.
Let me tell you one thing about this woman. Have you ever heard of the saying "the customer is always right? Well this woman hasn't, and she is the type that is NEVER WRONG.
We discussed how I use the same pass code for the gate, how everything should be on the same automatic payment card, and how I've been a customer for many years. We seem to have worked it out on the phone, except there was still one problem after we hung up with each other.
This woman may have a soft voice, but don't be fooled, nothing about her is friendly. Once I got off the phone I saw the FULL payment come through on my credit card.
US STORAGE CHARGED ME THE LATE FEE ANYWAYS!
I immediately called Tiffany back and asked her if this was a mistake or if she was for real. She said that she was for real. Once again, she proceeded to NEVER BE WRONG and said why of course there's a late fee, your payment is late. After having to raise my voice in shock over her decision she then goes on to state "well I can work with the late fee but what I can't work with is you constantly calling me and accusing me of things that don't exist."
I chuckled a little bit at her poor choice of words and hung up.
Tiffany I'm not going to beg you to take my money and I think you should learn a little something about customer service. I'm more than likely moving out of there because of your attitude and lack of respect for paying customers (albeit long-term loyal customers who can pay the bills and don't have money problems like many of your other tenants may). Everything else about the property I enjoy, except for you and your lack of awareness for customer service.
And congrats for getting an extra $20 out of me but you're losing me as a customer and your company gained this awesome Yelp review.
Was the juice worth the squeeze?
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