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| - MY 1ST YELP EVER. SERVICE SO BAD I HAD TO SIGN UP!
My Experience:
I would first like to say, that I could have written the review by Kirsten D. on 10/17/12. When I read it, I was in disbelief at our very similar experience. I could not have said it better when she states "if it were first impressions, this place would get 6 stars". The manager, Melissa, comes across as professional, articulate, and seems to know what she's talking about. Key word - SEEMS.
1st Issue - I was told to complete my paperwork online. I had reserved the unit for a particular date, but later decided I wasn't moving until a few days later. I specifically asked Melissa about the lease date and if it needed to be changed before I filled out the paperwork online. She said it didn't matter and that we would get the right date squared away when we had our appt. She highly suggested that I come in and take care of everything prior to my move. She suggested this so that I don't have my movers waiting for me the day of. This made sense to me, so I made an appt with her. When I arrive, I find out the lease begins THE DAY you are THERE to complete the paperwork. This seems pretty trivial, and the prorated amount was very minimal, but why in the world would you not disclose this on the phone, especially when you had the perfect opportunity to? When a customer specifically asks about the lease inception date, that's your cue to say "well it begins the day you come in and sign". Pretty simple to me. But no, Melissa failed to mention that, and also pushes you to come in prior to your move. Maybe because our appointment was on May 30th and she had month end numbers to meet? I have no clue. Whether the reason be lack of training, or intended deception, it seems pretty logical to me given that I had inquired about the inception date.
2nd Issue - Since Melissa comes off as professional, I let the lease date issue slide. As we go through the paperwork, my total move-in costs kept increasing. This was due to the prorated difference for the month, the lock in which she gave me the wrong price for over the phone, and then the kicker.....the storage insurance. I'd like to preface this by saying I'm an INSURANCE BROKER. I sell P&C insurance. Like Kirsten, she DID NOT give me an option to decline the insurance. I looked at her and said "I'm an insurance broker, I have insurance, and I KNOW that it covers my personal property in a storage unit to a certain limit". She said I had to make sure it covered off-site belongings and that I had to accept one of the policies they had available. At this point I was completely agitated and was seriously questioning her logic, intelligence, and service skills. You don't tell an insurance broker about insurance. I told her I did not feel comfortable with this process, and that I would have to do more research and call a few other places. That is when she FINALLY says "well if you'd like, I can let you decline the insurance". Excuse me??? You've been debating with an INSURANCE BROKER for 5 minutes about insurance, you have been telling me I HAVE TO ELECT the insurance, and it's not until I'm about to walk out that you suddenly say I am indeed allowed to decline it? My first thought is that they get some type of kickback or incentive from the insurance company for having tenants elect their insurance. Otherwise, there is NO EXCUSE for her to MISLEAD customers about the insurance requirements. She either has some incentive for every policy elected OR she gets some satisfaction from forcing people to take insurance.
My advice to you:
Go to another Public Storage. There are quite a few in the area. They all have good prices. I don't imagine there would be too many situations in which you would have to deal with the property manager, but I would NEVER want to deal with her on any issue, on any occasion, as an actual tenant! Her aloof / Jekyll & Hyde professionalism / forceful service style, is absolutely NOT one I would trust if I ever had an issue.
Coincidence?
I find it coincidental that a 5-STAR review was given THE DAY AFTER I was in her office. Which was also the SAME DAY I called another Public Storage for rates and informed them of my experience. I also informed the other location that I had seen a review on Yelp that was VERY similar to my experience. If I had to bet, I would say she was informed of her poor review and quickly tried to bandaid it with a fake raving review. That review came from a user who just signed up in May. I'm not sure who excitedly jumps on Yelp to write a great review. Sadly, most people are like me and create a Yelp account because they had horrible service, not amazing service. Sad, but it's the truth! In addition, I like how the review addresses the issues from the prior review. Who does that? I think a normal review would just state your "supposed" great experience, not COUNTER issues from another review. ODD if you ask me!
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