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| - My first review of CubeSmart had an additional star, this time I deducted one for the following reason. As I stated prior, my mother has used this facility for over ten years, I actually opened the storage account for her at the time. Everything has been going well. No thefts or damage to her property, and the office staff has always been nice. This storage is a bit inconvenient issue far as parking I will say.
So now, here is the issue. There is a new gentleman there. My mom has been paying on a certain date, so we take her to get a few things out of her storage and she's locked out. This is the second time since the new gentleman has started. So my sister and herself go inside and ask the gentleman what the reason is for. They come back to the car and my mother is upset stating he told her her bill has ALWAYS been due on a day other than the day she has been paying, and she was already late and that's why she was locked out.
I get out of the car and go inside and inquire about the policy. The new guy tells me "they" have been letting HER and numerous other customers "get away" with paying late, and that's why he was there now, to I guess get things back in order. I told him I understood, but that he should understand why the longtime customers were upset, because they wouldn't know someone was doing their job incorrectly, but they should pay more attention. I figured the mistake was 50/50.
Anyhow, this is the second time I have had to intercede. This guy comes off as a customer service nazi on a power trip. He gives off a vibe that would only fuel an angry customer. His main issues are using the words she/he/her and him to refer to their customers. As well as stating they're "getting away" with something. To top it off, he accused the last employee that worked there of theft. He uses all words that would cause derision.
So as I stated, the storage itself is decent. The outer neighborhood is fine, the units are decent but parking is inconvenient. The main issue though, this new guy needs to have a bit more patience and understanding . The problem is with the manner in which the facility has been ran and not the customers. You need to apologize for the lack of communication on CubeSmarts part and then advise the customers what the actual guidelines are pertaining to their storage facilities. I do hope they can fix this, as they will loose many longtime customers.
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