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| - Do not use this facility if Manager David Snedeker still works there. He gave me a terrible customer service experience, through dishonesty and gaslighting.
While setting up for a major move from Oregon to Arizona (smaller apartment in AZ), I found their facility by searching online and made a reservation with my e-mail and phone number on their website. I received a phone call a couple hours after making the reservation, and was told that sign-in only takes about 10-15 minutes. I repeatedly asked if I needed to do anything else before arriving at their facility in AZ, since this was my first time using self-storage. He said no and assured me that the process was simple and would go smoothly once I arrived; he said the online sign-up and phone call was all that was needed.
After four 14-hour days of packing, cleaning, driving, and more unpacking and cleaning, I went into their office to get the rental agreement signed. It was only then that Manager David Snedeker informed me that I needed to purchase a disk lock and also set up renter's insurance (something the person on the phone never mentioned). This left me standing in their office for an hour, signing up for expensive renter's insurance -- meanwhile, precious time was ticking away on my truck rental. I told Manager Snedeker that the person who does these phone calls needs to inform renters of these extra costs and extra time requirements, since it would have been MUCH easier for me to get the renter's insurance ahead of time rather than wasting it in their office. He then proceeded to tell me that the requirement for renter's insurance was "on their website in big letters right above the 'accept' button," insisting that there was no reason for me to not have known about this requirement before arriving.
He then proceeded to print out the screen from the website and highlight the renter's insurance requirement, which was actually contained in a sidebar box where ads are normally kept. I told him adspace is not where important notices should be written, and that 10- or 12-point font does not count as 'big letters.' He continued to insist that I had only myself to blame for this one-hour delay and extra costs. I left their facility in tears.
Later that night, I checked my phone records and discovered that the phone call where the man had assured me that I didn't need to do anything else to prepare for my rental had called me from their local facility -- 810 S McClintock. There is only one man who works there: Manager Snedeker. HE was the one who had repeatedly told me the process was simple, and he still tried to tell me it was my fault I didn't know about the insurance!
I went there the first thing the following day and asked for a full refund. General Manager Sara Krupa was there that day, and she was very polite and cooperative and arranged for the full refund.
I went just half a block south to use Storage West and received full disclosure up-front, great customer service, and the same size storage room in a climate-controlled facility for $10/mo. less than Cubesmart.
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