SmartStop Self Storage

Verified by yext

The staff are friendly & super helpful! The storage units are EXTREMELY clean! It is easy to get your belongings to your unit! It is very secure & safe! I am beyond happy to be a customer!

Smart storage punishes loyalty, with almost a 100% price increase inside of 2 years. Took my business elsewhere. Don’t be fooled by low introductory rates, these don’t last long, then you are hit with increase twice year.

They also have had rat and mouse issues.

Update after calling the number that was posted to call to find a resolution. A TOTAL JOKE. a bit of advice to the owner of this facility. If you think people are this stupid to fall for your money grab and tactics with a response to a negative review, you can think again. I called the number you posted and explained my situation to the lady who answered. Not one word of an apology or solution was provided. To anyone reading these reviews and seeing the carbon copy reply from the owner, It's a tactic used today to let you think they want to make it better. but that's it. zero action to improve is provided. Just do yourself a favour and don't even consider doing business with this company of you value your belongings.

When I first became a customer three years ago, this was a well-run operation. However, in that time, I’ve noticed a sharp decline in both service quality and value. Rent has more than doubled since I signed up, which feels excessive given the decrease in overall maintenance and cleanliness.

The common areas, which were once well-kept, have steadily deteriorated. I even took the time to document the buildup of dirt in the corners along the walls. I gave it the benefit of the doubt for the first week, but after several weeks of the same condition, it became clear that no one was addressing the issue.

To be clear, I understand that rent increases are sometimes necessary. However, what I can’t accept is seeing a new customer with the same size locker paying half of what I’m paying, simply because they signed up more recently. This discrepancy feels unfair and has left me feeling undervalued as a long-time tenant who has never missed a payment.

I’ve also grown frustrated with the restrictive access hours, which have become a hassle. Ultimately, the combination of rising costs, poor maintenance, and lack of flexibility made me decide to take my business elsewhere. I believe in rewarding loyalty, but unfortunately, this company has done the opposite.

In the end, I’m no longer a customer, and it’s disappointing to see a business lose a long-term tenant over these issues.

Mac made the whole experience stress free while getting a storage locker. That gal needs an award for her level of professionalism. Knowledgeable and detail oriented she is a jewel.
In a world that’s stressed to the max with this pandemic it was so refreshing to experience Mac and her level of compassion. Knowledgeable and courteous made it worth the wait.

I am very impressed at the efficient and professional service that SmartStop Shelf Storage provides. It was a seamless process to obtain a storage that is indoors well let and very clean. The representatives I spoke with were all knowledgeable, friendly and helpful. Thank you SmartStop Shelf Storage for the excellent customer service you provide.

I had the opportunity to work with Ronny during an emergency move, he was so accommodating and was able to secure a unit for us quickly! He is always willing to help and has a great personality. Definitely recommend this location because of him! Thanks for the great experience Ronny!

Angie was very courteous, and accommodating. I am overly impressed at how she assisted me. Very good service. Highly recommend to others.

Awful place. I used to pay 275 and that’s with a month late. Now they charge more than that. If you’re 2 weeks late they now charge for the next month too. Now being a month late isn’t 275 it’s 690. I called to find out why and I was told lien fees and late charges. I never got my free month when I went to them. Unbelievable how expensive they are and horrible customer service. I’m going to be leaving them as soon as I can catch up. Don’t store your stuff with them unless you want stress and worries!!

I had an issue with my account. I went into the store in Oshawa and was met by an employee named Ronny. He was extremely Helpful, Positive, Friendly and Knowledgeable. Without any hassle or problem, Ronny solved my issue Quickly and Profesionaly. In my Opinion Ronny deserves recognition for his Help and a Raise.
ThankYou Emensaly Ronny, keep up the Great work!

Disappointed with this location for several reasons:

1. They hang a back in "5 minutes" sign in the window and lock the doors. Hours later... and sign is still there - and they always have an excuse (6 different times/days).

2. They increased are monthly payments by close to 33% after sending a letter to our previous address. When I called, they explained they do this every 6 months (percentage not guaranteed- so be prepared to pay whatever they deem is market value lol)

3. They had the security key pads changed on all doors and posted a temporary code visible through the door to anyone interested (was not notified of the change but they were again sending mail to the wrong address)

4. Carts are an issue/elevators are frequently out of service and staff are slow to respond. Main doors do not stay open to load and unload so either one person has to stay inside push a pad to open the door or you need to enter a 7 digit code every time.

5. Any discussion with the staff...of one, ends with the onus is yours. Be prepared for a fight and keep in mind she will blame the head office (always some else's fault - the new corporate way, i guess)

Hope this helps...

If you are looking for a place to store your valuables that is friendly, responsive, respectful, at a reasonable price...
- keep looking

This was based on my experience in the last 6 months

I commend Ronny at the SmartStop location in Oshawa for their excellent customer service experience.
The service was quick, informative, and result orientated. This commitment made my experience enjoyable and built trust in the company.
I will make recommendations to others. Thanks for such a positive experience!

I came in to make a payment on my account on November 1 as I could not use multiple cards on their site. I was past due 1 month and the payment should have been $288.15 +$25 late fee. I made a $300 payment I told Ronnie I was still owing money on my account he proceeded to tell me I owe $401. I was surprised I was prepared to pay my monthly payment of $288.15 plus the $15 difference owning from October. I as how did that amount come about he said I was 2 months past due. I asked how could that be? At that point he was agitated with me because that amount makes no sense. I had to leave as I had to get my grandkids from school so when I was on the road I called Ronnie back to get clarification as to how $401 came about. Long story short he hung up on me. I called back his colleague answered she could not help me and said she would get the District Manager to call me. Instead of calling me he sent me an email which did not make any sense. I replied I have yet to hear from him in the mean time my account sits past due 32 days which in natural fact I’m past due 12 days as payment was due November 1 remember I was in there office on November 1 to make a payment. What I forgot to tell you is that there was a change in their fees and now they are charging $100 late fee or 20% of your unit charge. I came to know this as there was a letter taped to their counter. This was news to me they said it was registered mail to me which I never received. I’m so frustrated with the lack of communication, professionalism and customer service. What must I do to get this resolved? How long must I wait for a response from a member of upper management? They are holding my personal affects hostage I’m sure they probably cut the lock off my unit so they can auction off my property. This is crap and a ripoff I want answers and no one is returning my calls. I would not recommend this company to anyone.

At first we had a great experience, but that dropped off hard. For more than a month their debit machine didn't work. Now for the last couple of weeks as I cleared out my unit the outside lights weren't working which added to the fun last night. We were there around 9, some homeless guy came in behind us and roamed the building. Then when we came out 2 more people jumped out of their truck and ran in while the doors were open.

Its been 2 months and I've not received my refund. Ive been calling this place mutliple times a day now but not getting anywhere. Ive to explain the issue every single time as they new staff working every shift. The area manager Mark Blake haven't had the audacity to even call me back or provide any info. Management here is a joke. Extremely disappointed and absolute worst customer service skills.

Staff are very helpful and when I was shown my unit, the lady noticed it wasn't to smart stops standard of clean, so she made sure it was almost spotless for me. I am very satisfied will definitely recommend storing stuff there to anyone in the future.

Rent was increased within 4 months of being there. Doors constantly broken. Garbage everywhere, no one cleans. It’s hard to find staff. When I gave notice was told I had to borrow a broom and sweep out the unit despite having an injured hand. The unit was in the same condition it was in when I moved in but that wasn’t good enough. Cops constantly there. Garbage always piled up outside. Haven’t even been there a year and I moved out.

Prices increase without notice every 3 month(they hope you won’t put effort to move to different place) but that is normal for any storage. the elevators constantly not working/closed for maintenance, the keypads on entrance doors not working- when I call to complain the support just tells you to try coming at a different day.

Will be switching to their competitor from now on…

** Do not rent here** You will immediately regret your decision if you choose to store your things here. This place is an overpriced scam that make you sign for one price and then raise the price without telling you. I was paying $200 for a large unit then one month received a bill for almost $400. They informed me that they sent a letter stating the increase, which was never received. No email, no call, a letter. Then stated that even if I didn’t receive it they were still raising it. I was also told by a district manager that they can “raise the prices whenever they want based on market conditions “. Nothing but a corporate scam. Save your headache and money and go elsewhere. Also good luck being one day late with payment. They will lock you out of the facility and change the lock on the unit, holding your possessions hostage. Upon moving out I noticed ALOT of empty units, so hopefully people are catching onto these scam artists.

Absolutely horrible manager and supervisor, I’ve been waiting since July 24th for a refund of $28.50, and NO ONE there is willing to communicate with me in regards to this, the manager won’t even return my calls now. The management team there is poor and a serious lack of communication, just want my refund, how hard is that!!!! But boy if you miss a payment there all hell breaks loose, funny how it works when it’s the other way around.

Ever since my rent increased I haven’t been able to access my unit. The code I was given keeps getting denied and majority of the time I am not able to get there when the office is open. So now I’m paying rent for a unit I can’t even access too, have called the number and they aren’t helpful in the slightest and will tell me to contact the site office. I pay every month for something I can’t even get into.

** Do not rent here** this place is an overpriced scam that make you sign for one price and then raise the price without telling you. I was paying $200 for a large unit then one month received a bill for almost $400. They informed me that they sent a letter stating the increase, which was never received. No email, no call, a letter. Then stated that even if I didn’t receive it they were still raising it. I was also told by a district manager that they can “raise the prices whenever they want based on market conditions “. Nothing but a corporate scam. Save your headache and money and go elsewhere

I have rented from the Oshawa Smartstop Self Storage on two different times. Both for a period of over 6 months.
Hands down the best I have ever dealt with, facility is very clean, easy to access, the facility is secure and I didn’t worry about being so far away from our belongings,, staff is friendly and very helpful. Prices are comparable if not better than what I have seen in other places for what you get.
If I’m ever in need of storage in Oshawa I would definitely be back to this one..I only wish they had something of this quality in Winnipeg.

I just want to thank Orlando in the call center for helping me make my experience with SmartStop very positive. He was very efficient and professional and it was comforting to know I was speaking to someone who could help and execute what was needed. So important.

Also, I would like to thank Angi at the Fox Oshawa location for continuing my positive experience. She was knowledgeable very professional and we appreciated her pleasant greeting and willingness to help.

Honestly SmartStop was truly the right choice for my family. Keep up the great service and vetting the right people. Service and execution is everything.

Thanks again,
Colleen

Had a unit there. Despite keeping my unit free of food and other attractants, still had a rodent problem. The tops of the units are open with just a mesh on top so rodents can travel between lockers. Items in my locker were damaged and covered in urine. On top of the rodent issue, elevators are always out of service and they have very few dollies to move items. finally, if you intend to store your items ongoing, be advised that they put their rent up every 6 months "because they can". glad to be moved out. highly recommend Bluebird down the road. much cleaner facility.

The facility is clean and dry. When we first signed up, the manager was very helpful. (She was attentive and enthusiastic but, sadly, long since gone) . Since then the rent has increased by 10-15% EVERY six months (based on “a survey of market prices “); the carts are scarce or broken and each of the last four times that I have been there, one or more of the elevators has been out of service. It was good value and convenient when we signed up - unfortunately I cannot say that now. We are on a tight fixed budget. It is still clean and dry but it is a very expensive clean and dry. Do your due diligence and expect your fees to double in two years.

While waiting can be a little long doing the rental online is super easy and saves time for everyone. I did the rental through their website, filled out the form and when I went in, it took less than 5 minutes to have my unit. I strongly recommend completing the rental online. Very seamless