Enterprise Self Storage

Before I go on to detail the bad, I will say that the actual storage facility is nice (North Hollywood CA) However, the billing and subsequent customer service leaves something to be desired for to put it nicely I have been with ESS for over a year now, and every other month, they call me with billing issues that turn out to be glitches in their credit card merchant system It's always the same, supposedly my card doesn't go through, but when I call and they run it on the phone it magically works (I have had the same exact card since day one on auto-debit billingIt always has enough funds and does not expire until Because of [redacted] constant calls, I've verified my card with a Bank Manager on the phone times, so the problem is with ESS's billing system) Of course I get showered with profuse apologies and promises to correct the error, but after months of constant worrying, my patience has worn thin I set up automatic payments for peace of mind, so that I could "set it and forget it", however the constant calls every other month, and having to stop what I'm doing to call them back every time is draining and too much now I have asked [redacted] at the North Hollywood CA many times to please fix this once and for all, as it is raising red flags for me and making me have second thoughts about ESS She interrupsts me without letting the customer get in a word in edgewise, defensively taking things to a personal level and enmeshing herself by telling me that she doesn't know why it's happening but that it is not her faultShe does not offer to solve the problem or to call on a superior to help herInstead, I have to ask for an upper level manager's contact information, which after minutes of her telling me how it's not her fault, she finally gives me the number to the Glendale ESS Then she tells me that I am the only customer that this happens withNow, I don't know about you, but whenever a customer has a problem and it is clearly an issue with the service business, that is the LAST thing you want to tell your customer It invalidates and shames your customer, and it inflames the already existing problem I'm disappointed as [redacted] is usually very nice and professionalI thought she was a very nice lady Perhaps she had a bad day, however, it should not be taken out on the customers I have tried to make this work for over a year, but after today's treatment today, I am seriously considering closing my account and taking my business elseIn a nutshell, the quality of the customer service is hit or missAs long as you're handing them money and keeping quiet about the problems they are nice to youOtherwise, be prepared to be met with defensive posturing instead of courteous problem-solving attitudes

Before I go on to detail the bad, I will say that the actual storage facility is nice (North Hollywood CA).

However, the billing and subsequent customer service leaves something to be desired for to put it nicely.

I have been with ESS for over a year now, and every other month, they call me with billing issues that turn out to be glitches in their credit card merchant system.

It's always the same, supposedly my card doesn't go through, but when I call and they run it on the phone it magically works.

(I have had the same exact card since day one on auto-debit billing. It always has enough funds and does not expire until 2017. Because of [redacted] constant calls, I've verified my card with a Bank Manager on the phone 3 times, so the problem is with ESS's billing system. )

Of course I get showered with profuse apologies and promises to correct the error, but after 14 months of constant worrying, my patience has worn thin. I set up automatic payments for peace of mind, so that I could "set it and forget it", however the constant calls every other month, and having to stop what I'm doing to call them back every time is draining and too much now.

I have asked [redacted] at the North Hollywood CA many times to please fix this once and for all, as it is raising red flags for me and making me have second thoughts about ESS.

She interrupsts me without letting the customer get in a word in edgewise, defensively taking things to a personal level and enmeshing herself by telling me that she doesn't know why it's happening but that it is not her fault. She does not offer to solve the problem or to call on a superior to help her. Instead, I have to ask for an upper level manager's contact information, which after 15 minutes of her telling me how it's not her fault, she finally gives me the number to the Glendale ESS.

Then she tells me that I am the only customer that this happens with. Now, I don't know about you, but whenever a customer has a problem and it is clearly an issue with the service business, that is the LAST thing you want to tell your customer.

It invalidates and shames your customer, and it inflames the already existing problem.

I'm disappointed as [redacted] is usually very nice and professional. I thought she was a very nice lady. Perhaps she had a bad day, however, it should not be taken out on the customers.

I have tried to make this work for over a year, but after today's treatment today, I am seriously considering closing my account and taking my business else. In a nutshell, the quality of the customer service is hit or miss. As long as you're handing them money and keeping quiet about the problems they are nice to you. Otherwise, be prepared to be met with defensive posturing instead of courteous problem-solving attitudes.