StorageMart

Reserved a parking spot on May 29, 2018. I had to call another location to confirm because this location didn't pick up the phone or return my message.

I get there on May 31st and one of the two reps asks for my insurance and registration. I provide both. He says the paper document from my car insurance company with their logo, address, phone numbers, the VIN, policy number etc. is insufficient and he would need the email version. I forward it to him. He doesn't receive the email because of an IT or server issue on his email client. After waiting 10-15 minutes I lean over slightly to check the inbox on his screen as he seemed too disrespectful of my time and processing the storage space in an efficient manner.

He then gets upset and asks if I was accusing him of being a liar. Now very sensitive and defensive, almost crying, he asks me to leave and says that I was being disrespectful. I tell him that I reserved the spot and that I'm not leaving. I ask if he wants to speak with my insurance company or call the number on the insurance document to verify that the document is authentic and that I have insurance. He declines, defensive again like a little child asks if I think he's an errand-boy or something to that effect. I call my insurance company and have the agent forward to them the documents. He doesn't receive the email because of an IT or server issue on his email client.

Meanwhile, after I voice my displeasure regarding the terrible service he and the other Rep start whining and crying about how they work 9 hour days and accuse me of being verbally abusive. The emails finally come in (so sad) and I apologize even though this was literally an IT issue that they or their company is at fault for.

Then in a strange series of events the 1st Rep idiotically asks: "Did you apologize to him?", "Did you apologize to me?” Now still not processing my reservation he then reaches out to shake my hand from behind the desk like a kid on a playground offering to make a truce. Confused, weirded out, and not wanting to leave him hanging I shake his hand softly. After pulling away he gets angry and says "come on, shake hands like a man". The other rep who seems more level headed then asks me not to respond angrily. All the while another customer is standing there confused and a series of customers came in and out all witnessing this incredible weirdness and lack of professionalism.

After making sure that this email issue (so sad) was in fact the problem I leave and take my business elsewhere. I've honestly never seen such stupidity and sad behavior in my life.

I recently had a serious issue at the unit I rent at storage mart. My daughter went to put some of her things in storage and found the exit gate stuck open. When she went to the unit she found that someone had attempted to break in. They did not succeed, but the attempt made us very nervous. It was suggested, and we agreed that the best thing to do would be to move to an other unit. We are very busy getting ready to move, so this was very inconvenient, but the situation forced us to drop what we were doing and run over and move all the stuff. I should mention to be fair that when the broken gate was discovered they hired security until it was fixed.

The new unit was actually smaller than the old one, but because it was closer to the front door, it was more expensive. Really we cared much more about the size than the location so I was not happy. The manager Sam offered it to us at the same price, which from a corporate stand point is a deal, but like I said, size mattered more.

The new unit had a problem. The door spring was broken. We had to prop it open with a latter. In order to have it fixed, we were required to leave a key. No problem. We were also required to sign a waver to release Storage Mart from any liability in case there was a theft during the process while their contractor fixed their equipment. Now I am really not happy.

I go on the website for storage mart and see the promise that if you are not 100% satisfied, they will give you one month free. So I call and make my complaint. They gave me the free month, on top of the discounted rate.

Now let me be clear. My complaint was about storage mart equipment, and storage mart policy. The staff couldn't have been more accommodating given company constraints, and they were very apologetic.

Since the company saw fit to honor their promise for 100% satisfaction without any argument, I no longer feel any need to complain. But what makes this company great is the staff. They are the best. And yes, I would recommend them and I would use them again myself. Thanks