SmartStop Self Storage

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I had never used self-storage before and honestly found the idea a bit intimidating. Then, in the middle of a chaotic move, I suddenly needed one. After checking a bunch of overpriced options online, I found SmartStop, which had a deal that seemed too good to be true. But the real reason I’m writing this review is Melissa.

From the first phone call, she was understanding, patient, and genuinely human; something you rarely find in customer service anymore. When I met her in person, she was just as kind and helpful, turning what I expected to be a stressful errand into one of the calmest, most pleasant moments of my whole move.

Thank you, Melissa. You made a hectic first experience actually feel easy, and even a highlight of my week. SmartStop got a star on their hands 🙌

If I could give zero stars I would.

Terrible and rude customer service.

Quick to take money out of your account after canceling contract, making you jump through hoops to try and get it back. Still waiting for refund after a month.

Quick to increase rates out of nowhere and continue to increase them.

A lot of thefts at this location.

Cheaper and safer options any and everywhere. Highly would not recommend. Save your money and your peace of mind.

The best storage services in Toronto! I’m a returning customer because they are truly the best. Clean, reliable, great security. The ladies working at the front desk are always the most welcoming and friendly!

I am very happy with the two employees that I dealt with at SmartStop, Melisa and Lorie. When I first arrived, Melisa helped me deal with a number of difficult problems relating to the fact that I was acting in behalf of a deceased friend, and taking over his storage units, while also renting another one. Both women were always pleasant and helpful in every way. I also noticed that even though they were friendly and polite, they were also at the same time tough enough to resist abusive clients, or those who tried to take advantage of them.

The building is clean.

Their pricing is incredibly greedy. I am currently paying 184+ tax for a 5X5 unit. That is more than the non-promotional price listed for any of their 5x5 units.

This is what they do. It doesn’t matter if you’re a new customer or on a promotion or not. They will raise the price 25-40% every few months, even if that puts you above the normal rate for a unit of that size.

They do not justify the price increases beyond “We regularly review prices”. The increases are multiple times what could be argued for based on inflation. It’s just the business seeing how much they can squeeze you for.

During the initial signup process, they will pressure you to leave them a 5-star Google review while they’re filling out paperwork. They’re counting on you not updating your review when you get your first, second, or fifth price increase.

If you need something for a couple months, it might be worth it. I’m looking forward to the new facility being built down the road.

SmartStop Storage is a very clean facility, which is key when choosing a place to store your items - nobody wants to pick up any hitchhikers and bring them home! Add to that, their staff member Melissa, is a gem of a human. She very swiftly helped me with some issues that I was having, called back to check in and make sure that everything worked out and made sure that our move-out went smoothly. She's very kind and funny and made the whole experience as enjoyable as it could be. 10/10 service, 10/10 facility. Thanks Melissa!!

My bikes were stolen, probably on the night of June 15th (since the AirTag stopped signaling on Monday at 5:36am). I received a call from the storage unit about the incident and went to the storage unit to start the insurance process.

I don't understand SmartStop's work policy, but basically I had to wait 3 days to receive a simple form to fill out with receipts for the items that were stolen, photographs, etc. (possible information). Today, we are almost 1 week away from filling out the paperwork and basically 1 week and a half after the theft and I have not had any feedback, zero calls, zero emails/responses. During this time, I went to the SmartStop unit a few times and the most I got was that I should wait. Personally (obviously) I will wait, but I don't see it right for the unit to simply not provide any feedback. The person in charge of the unit, Eric Natkinniemi (as introduced by the receptionist), does not respond to emails and has very insistently maintained the only position... I have to wait.

Anyway, be careful what you leave in storage... I will never have that service again. I think I am doing my part (payments), the least I expect is a little empathy and a quick response to the problem.

Melisa was fantastic, she really went above and beyond. I was struggling with some issues finding a storage place. And Melisa took the time to get me set up. And right before closing too. She was professional and kind. She really knew how to make a stressful experience a bit less so. The facility is clean and well maintained. And the units are perfect and secure. Good layout too. Easy to load and unload. Highly recommend.

Tia is an excellent employee. She was quick with her work and she showed true dedication to providing customer satisfaction by fitting me in the schedule even though the office closed early. She knew what she was doing and she also answered all of my questions.

Tia was very kind and helpful, she stayed near to closing time and even stayed after her shift ended due to my punctuality. She had everything ready for me when I showed up and kindly took her time showing me around the storage facility and the amenities it presents.

Had the misfortune to deal with Melissa. She was having a personal emotional outburst and it ended up costing me hundreds of dollars. Very rude and constant use of profanity: it exhibits 0 levels of professionalism. Last month, I was told to be physically present to complete my new unit’s check-in and I reached the store at 17:35 (25 minutes before the closing time). Melissa had already locked all the entrances and I had to constantly knock on the doors for 20 minutes to get entry at 17:55. When she finally opened: she had an emotional outburst as she was having a stressful day (as stated by her) and she immediately started swearing at me and another customer that was waiting at the door. She did not check me in given that now only 5 minutes were left before closing. I had a flight that night and had to head to the airport after leaving my belongings in the storage. I explained my situation to her and requested her to check me in and she still did not. I had to reschedule my flight and pay a significant amount for that- just because Melissa had closed the doors. I had to check in the next day and Tia was on duty- an absolutely calm and courteous staff member. Tia helped me check in smoothly. Upon checking out of my unit, unfortunately, I had to deal with Melissa again. She hung up my call when I inquired about my storage charges and wouldn’t pick up the call again (ignoring multiple calls). Very rude tone. She charged my card for an extra day of storage that I did not use. I will be initiating a chargeback for this storage- absolutely horrible experience(Melissa). If someone cannot keep their personal life and emotional outbursts out of professional conduct, I’m sorry to say but they’re better off giving their job to someone else.

Deceptive Pricing Practices - they will match low rates to get your business but in 4 months you might receive a price increase (ours was a 55% increase).

We are beyond frustrated with how we were treated by both management (Melissa) and the other woman answering the phone, and with what we feel are shady business practices this company is clearly willing to engage in based on our experience with them. If you value your time and money, stay far away from this company.

This company lured us, agreeing to match rates we were paying at another location. Initially their prices were higher and they did not budge. We declined and told them we will not rent from them. The manager called us back later that day offering to match the current amount we were paying. She was so friendly and accommodating. Little did we know her true nature.

We agreed, rented a unit, and moved our belongings. 3-4 months later we receive a notice about a 55% price increase. We were originally paying a reasonable rate of $131.08 per month, but the company increased it to a staggering $203.40 (prices are all-in). They knew we were price conscious.

When we called to discuss this, we were met with an incredibly rude and dismissive employee who clearly had no interest in resolving the situation. We requested to speak with a manager who was presently unavailable. A few days later, spoke with Melissa. Her response was cold and indifferent, offering no apology or reasonable explanation for the price hike other than it’s in their contract to increase rates approximately every 5-8 months.

It’s clear to us that they are only concerned with taking advantage of their customers, and they do so in the most unprofessional and dismissive way possible.

The reason I rated SmartStop Self Storage 1 star is because it required in order to post a review otherwise it would be 0 stars.

I was pleasantly surprised at the system set up. Tia was so friendly and helpful, especially considering my bucketload of questions that I had as a first-time storage unit customer. I really appreciate her time, patience, and professionalism.

Avoid This Location at All Costs – Horrible Experience with the Store Manager

I was looking forward to signing a lease at the Dupont SmartStop location, expecting the same great customer service I experienced over the phone. Unfortunately, I was met with the worst customer service experience I've ever had – all because of the store manager.

This manager is unbelievably rude and completely unprofessional. She interrupts you every 2-3 words, making it impossible to communicate. It felt like she was more interested in arguing than helping. Her emotional outbursts were shocking and completely inappropriate for someone in a customer-facing role.

The final straw? She bluntly stated she had “personal stuff” to take care of during business hours, kicked me out, and locked the door behind me. I’ve never been treated so disrespectfully by someone whose job is supposed to be about customer service.

This manager's behavior is completely unacceptable, and it ruined my day. Do yourself a favor: avoid this location at all costs. If you need to use SmartStop, find another location – any other location. Dealing with this manager is not worth the stress and frustration.

We rent a 5x10 storage room to store some furniture on a Saturday. Tia was very friendly and helpful, provided all the details, this experience made our next day's move going smoothly. Thanks, Tia.
The parking is very convenient for moving furniture and boxes. Some moving tools are available for customer to use. The storage room is clean and very well maintained.

Melissa was super helpful and friendly. She answered all my questions and gave me tour.

The facilities are nice and clean. Would highly recommend.

Check in was friendly, fast, and efficient. Cheers to attendant Tia who welcomed me into my new space. Clean and well organized overall. We checked out several options in the same category and selected a space that best suited my needs. The extra time and care Tia showed me during set-up made the whole experience well worth it.

I recently visited to secure a storage unit, and I had the pleasure of being assisted by Tia. From start to finish, her service was nothing short of exceptional. She was fast, efficient, and handled everything with the utmost professionalism.

Tia’s attention to detail and friendly demeanor made the entire process seamless and stress-free. She took the time to answer all my questions thoroughly, ensuring I felt confident about my decision. It’s rare to encounter such outstanding customer service, and Tia truly exceeded my expectations.

Thank you, Tia, for your dedication and for making this experience so smooth and enjoyable!

This place is horrible. If you climb up and look in the rafters you can see the paths worn down in the insulation from people climbing unit to unit. I had three different units in this place all in different floors and each unit was broken into and my property stolen. I had two locks on my unit as well. I complained to staff about it and I got nowhere so I thought how the heck is my stuff going missing. I climbed up near the screen mesh that is acting as a roof or security for the unit, it's chicken wire fencing at best and I pushed it up and you can see the paths thieves are taking stuff out units. There's I beams that have been cut so items can be pulled out from unit to unit. The walls are made of sheet metal with a screw through it it ain't hard to take a drill and boom you can peel your wall back it's not a very safe place I swear. Thieves have been working those rafters for a minute I promise you... Don't say I didn't warn you....
Four calls to the police department about my units being broken into and not once did they actually show up....
Nice facility not the safest place though I promise you....
I lost over half my property I took into this place until I got fed up with not getting any help and I said screw it and just left my stuff and stopped paying the bill I abandoned what little property I had left that wasn't stolen....
Staff seemed nice but when i needed them most they did nothing. I asked them to contact the police for me they said they couldn't do that I had to do it they wanted no part in it. Very good feeling that is when the staff refused to assist you or show you camera footage .
Very disgusted with this facility and a very bad experience altogether. I wouldn't recommend this to anyone I'm serious.... 2 stars max outta 5 stars

Super clean and efficient facility! Melisa helped with all our needs and was amazing on check-in. More flatbed carts/dollies available would be good.

Amazing Customer service, polite, diligent and efficient. I feel my stuff is safe and okay and will be informed if otherwise. Tia is amazing! And I feel the 2 women management is why it's the DuPont smart storage is so great!! Highly recommend this location.

Tia is a complete cut avove all humans. Professional, genuine, kind, friendly, and she has a great sense of humour and runs an immaculately clean, organized and top rate modern facility. The storage facility is beautiful and well maintained, equipped and easily accessible and safe. Couldn’t say enough positive things about them and Tia. Thank you again for your help and support. 100/10 for certain. HIGHLY RECOMMENDED.

The staff is amazing! I got in a bit late in the afternoon when they were preparing for closing but they still helped me to check in so I don’t need to pay for the mover or the struck for the overnight fee. Strongly recommended!

The service was excellent—quick, smooth, and incredibly resourceful. Tia, in particular, was welcoming and extremely helpful, going above and beyond to ensure everything went smoothly. Her attentiveness made a significant difference. Highly recommend this place for anyone looking for top-notch self storage service!

Perfect. Easy and thorough
I chose a locker from a few options which served my purpose perfectly.
I am a repeat customer (second time) the staff, cleanliness,hours of operation and indoor parlking all make this company the only choice.
Thank you again.