What makes a company great?
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
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...