SmartStop Self Storage

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Excellent customer service! The ladies there were very responsive to any question I had and were very helpful. It made a slightly stressful situation a lot easier with their smooth process. The building is very secure and clean. Highly recommend

Staff was awesome and very informative! I accidentally managed to get 3 units when I wanted 1 due to my error of backing out after payment and it was dealt with within 12hours.( I ordered the unit at 10:30pm ). The online chat was very helpful and the lady at the front was awesome and very helpful and even made it fun for my kids! Good pricing and it's nice you can pull Into an enclosed bay to offload instead of using man doors, will use again when needed

I was overcharged and contacted the store manager(Leeona, I believe) to have it corrected. Instead, she blamed me for not vacating the unit for an extra couple of days. I explained the situation and informed her that I have photo proof showing the unit was vacated, but she denied this and dismissed my statement.

When I asked if I could record the conversation since she was confident in her position, she immediately hung up and has not answered my calls since. I am now escalating this issue to upper management, as this behavior — including providing incorrect information and being rude — is unacceptable.

PS:
Here’s the updated and professional version with that detail added:

We have also had prior issues with her rigidity regarding password setup, even though two other SmartStop Storage locations allowed reasonable passwords as long as they were secure. Additionally, the office was once closed during posted office hours, which prevented us from signing up in person. Our rent still started that day because we had paid online. When we went back two weeks later (as it is a long drive), she showed no concern or apology and stated there was nothing she could do about it.

At the time, I chose not to leave a negative review, assuming she may have been having a difficult day. However, this now appears to be a pattern of behavior rather than an isolated incident.

Five stars! This facility is further for me than many others that I had considered, but I decided on this one for two reasons- the facility was excellent (great loading docks, clean, secure), and the service Leeona provided was really excellent. She gave me her full attention and took the time to explain everything. She was also very kind and patient while I made my decision, and that made the whole process less stressful- thanks Leeona!

I had a wonderful experience at SmartStop. The facility itself is exceptionally clean and well-maintained, which immediately puts your mind at ease when storing valuable items.

What really made the difference, though, was the team. The entire staff is super nice and helpful, providing top-notch customer service. I want to give a special shout-out to Leeona, who was absolutely fantastic! She was professional, knowledgeable, and went above and beyond to make the rental process smooth and easy.

If you need storage, I highly recommend this SmartStop location—it’s clean, secure, and has the best people working there!

I had such a great experience at SmartStop Storage thanks to Leeona! She went out of her way to help me when I was in a tough spot and even pushed my payment for me twice so I wouldn’t lose my unit. She was so understanding, kind, and professional through it all. People like her make a huge difference. Thank you, Leeona!

I’ve used several storage facilities in the past, but Smartshop Self Storage stands out. The units are clean, secure, and easy to access. The staff (leeana) is friendly and helpful — they made the whole process quick and stress-free. Highly recommend!

Stoney Creek Fruitland Road facility. VERY CLEAN. I love the Indoor Loading/Unloading area. The fellow at the Front Desk was very Helpful with all my questions and showing me the sizes of units I wanted to see and compare. Very quick and easy rental setup and all details were explained very well. I can’t say enough about this location !!! 👍🏻👍🏻

Leeona, the Manager at SmartStop Self Storage was amazing and very kind. I told her my situation of my mother passing away and everything I needed to store. She immediately found the perfect storage unit for me. The unit and the building were very clean. The whole experience there made the process of dealing with my mom's death and all that it entails much easier. Thank you so much.

First off I'd like to say "Thank you Leonia for taking care of me last minute before close"

That was very appreciated 😀

After dealing with all my information, Leonia walked me over to show how everything works, and explained the rules around the place.

She was super quick, and made sure I was aware of everything in such a short timely manner 😊

Definitely off to a good start even though I called 7 times, and annoyed her phone while she was busy with customers 🤣

I'm so sorry 😞 LOL

Sincerely Raymond

Unacceptable Price Hike at SmartStop Stoney Creek

The location here is great, the security feels solid, and the building is consistently clean. Those are all positive aspects, and why I didn't give a one-star rating. My real issue, however, is the out-of-control pricing.

I rented my unit about six months ago, and after checking around, the $94 monthly fee (plus tax and insurance) seemed fair. Imagine my shock when I just received a notice that the unit price is increasing by a massive 94%! An $89 increase. This kind of jump is simply outrageous.

To make matters worse, as of today, their website lists the "in-store" rate for my unit size as $173, but my increase notice says my new rate will be $183. This suggests they're charging a premium to existing customers. I get that markets change, but this level of increase feels like they're taking advantage of people who find moving their belongings too much of a hassle and will just pay up. There was no discount offered for current renters, nor any options to lock in a lower price with a prepaid contract. No apology for the sudden increase, just a flat "that's the price."

My strong recommendation is to shop around. While storage unit prices might be up generally, the way this facility handled their increase is unprofessional. There's also no guarantee they won't raise rates again in a few months. Do yourself a favour and look at other places nearby, and always ask about contracts or prepaid options upfront.

Super clean and really quiet place! Easy to access, no hassle at all. Overall, I really like it and would definitely recommend it.

I recently rented a storage unit at SmartStop and I had a great experience thanks to Leeona. She gave me a thorough walkthrough of the facility, explaining all the rules and policies clearly. She was professional, friendly, and made sure I understood everything I needed to know about security, access hours, and payment options. The facility is clean and well maintained. If you are looking for a reliable storage option, I highly recommend this place.

Leeona, much appreciated. Thanks for listening, first time rentters stress and more. For taking time to explain the break down of cost. I like that the facility is very clean, easy access when its time to drop off or pick up. Not feeling rushed. To the other lady as well thanks.

Very clean and respectful facility, Leeona is always friendly and happy to help with any questions I’ve had!

I have two storage units at the Arvin and cell service road smart stop. The customer service is excellent. Gitika was very polite and professional. The payments are really easy with smart pay comes out every month automatically which is a great feature. Storage units are very clean. Aunt are exactly as described. I would recommend to anyone to use smart stop at Arvin Aunt self-service road in Hamilton, Ontario

Love the service and love the facility! It is very clean and love the fact that the loading area is also indoors. Also, Leeona is great!! 👌

Leeona gave me a tour of the premises and the 2 units I was interested in. She was very informative, thorough and professional. She clearly explained the rules and the terms of the rental. It was enjoyable dealing with a knowledgeable, pleasant individual. Note I was also impressed at the cleanliness of the facility.

Leeona was very lovely and awesome when I came in. I didn't know that there was a lock system they had in place. I was very grateful that she took the time to explain to me how it worked and the reasons why they use that type of lock. I'm glad that they do. Also, the storage size that I have is perfect to transfer my household things from my previous storage before I move. Very easy to move around in and also very easy to get to. I was also surprised that there are garages you can bring your car/truck in. At least you won't be suffering from the cold wind air or snow during the winter time. It's very close to where I'm about to move~ I highly recommend SmartStop!

I would like to take the time to express my thanks to the staff Smart Stop Storage. I’ve moved to Dundas and the trip and back to Fruitland Rd. without traffic is still quite a distance. So making the trip to renew my credit card info when the card exp. date rolled around, instead of renewing it online was both baffling and mildly annoying considering I don’t remember a world without Amazon. SmartStop is open for administrative business during normal working hours. I made the trip at a time that was convenient for me, avoiding peak traffic hours. When I arrived I could not gain access to my locker, and was told I’d have to return on another day to enter it, because the lock was malfunctioning and would be required to be drilled out and replaced, I was ticked. The nice Smart Stop staff lady, let me finish complaining, assisted in putting my first world problem in perspective for me, and then knocked it out of the park by quickly rectifying the problem , granting me access to my locker, with what appeared to be pixie dust and some magic. All that to say, for my experience with SmartStop, the best part was in the staff they hired, at least in Stoney Creek, and the reason I haven’t changed storage locations even though the commute is substantial. I would have given them a 2/5 but do to some smart hiring I’ll give them a 4.5/5.

Very friendly and informative staff. Had a great experience dealing with Leeona. Facilities are clean and up to date

Great experience for a first time storage unit renter. Leeona is very friendly, helpful and knowledgeable. Eased the stress for me, and is very much appreciated.

Leeona is the queen of storage. I've never been in a unit where I've felt safer, and in a situation where I felt if something went wrong, it would be handled swiftly and with great grace. I would recommend smartshop to all my friends or family!

Recently needed a storage unit for the first time and the process has been smooth and easy thanks to Leeona! The facility and unit are clean and secure, happy to keep our storage here. :)

Great service and the beat front desk girls especially leona!!!! 5 star