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Review: I called [redacted] Private Self Storage this morning to make my payment when I learned my rent was increased by 5%. I informed the gentleman on the line that I was not aware of this increase and requested to speak with the manager. He informed me that she was out of the office and would return in about an hour so I should expect to hear from her then.After a few hours passed by without hearing from [redacted] (the manager) I assumed she was having a busy Friday so I decided to call her rather than waiting. I explained the situation to her and asked if I could be granted a one time favor by having one of the fees waived. In the most nonchalant tone [redacted] stated that there was nothing she could not do and asked, "so would you like to make a payment now". I was very upset and voiced to her that ever since she has become manager great customer service no longer exists at [redacted] Private Self Storage and that she seems to only care about money, she does not care what customers are experiencing in their personal lives and has an attitude that proves that she knows we (the customers) will pay since we do not want to lose our personal belongings. When I was through with voicing how I felt there was no response from [redacted]'s end, after saying, "hello" twice I was placed on hold for a few seconds. [redacted] returned on the phone and said, "I am here. I have heard you. Are you making a payment now?" In order to avoid being rude and nasty I simply hung up the phone.This was very rude and unprofessional of [redacted],a manager. I am very upset and if not for my current living situation I would move my stuff out as soon as possible. I believe [redacted] needs further training on customer service and most of all on how to be a better manager. This is not the first time she has made it seem as if her customers do not matter. If this snobby attitude continues [redacted] should at least take care of their rodent issue. Nothing worse than walking into a storage full with mouse droppings!Desired Settlement: I would like if this issue is addressed and will not repeat itself again. I would also like if [redacted] does not make it so obvious that payments are more important than the way customers feel. A sincere apology would be great but most of all a discount or free rent for next month would prove that the leaders of White Oak are not all about money and do care about their customers.

Business

Response:

Dear **. [redacted],

Thank you for taking time to communicate **. [redacted]'s complaint to our office. We have every desire to address the needs of our customer with the best available solution to resolve these issues as soon as possible. In response to **. [redacted]'s statement complaint, the 5% increase rent was relayed to **. [redacted] by a thirty (30) day notice sent to the address provided to our office by the customer upon completion of her lease. The rental increase letter was mailed on July 29th, 2013 for the effective rate change on September 1st, 2013.

Per the lease agreement signed by **. [redacted], Paragraph 13:Conditions of fees and charges are subject to change at the option of the operator upon thirty (30) days prior written notice to customer. Thus all customers receive a yearly rent increase which is across the board after leasing with us every calendar year.

Paragraph 16: States that ALL notices shall be mailed by first class U.S. mail to customer's last known address or email provided by customer. The summary provision of the agreement shall be conclusively presumed to have been received by customer three business days after mailing. Customer is responsible for notifying operator in writing if there is an address change.

We mailed the notice and did not receive a returned envelope for non-receipt of the rental increase letter. The address was discussed once we informed **. [redacted] that we mailed the letter which she claims to have never received and was unaware of the rate change. We retrieved a new address from **. [redacted] on 10/11/13 and mailed her a change of address form on 10/12/13. The form was received completed by **. [redacted] and updated in our office on 10/24/13.

**. [redacted]'s request for "one of the fees to be waived as a favor" was

declined correctly. These fees were applied to the account as they have

been applied numerous times in the past year. **. [redacted] signed her lease

with us in August of 2012 seating that she was aware fees would be added

to the account once past due. Our staff members made numerous attempts

twice a week to **. [redacted] to avoid fees from adding to the account each

month. On many occasions we were unable to contact **, [redacted]; but we

would always leave a voice messages and email **. [redacted], This courtesy is

practiced twice a week, every week prior to an account becoming past

due and after to prevent other fees from adding to the account.

We understood the request; but after many failed verbal promises of timely payment by **. [redacted] on a monthly basis we were unable to waive the fees. **. [redacted] on prorating her rent month after month when she wanted to vacate the unit in the past.

We extend an apology to **. [redacted] for the complaint of an unpleasant experience; but there will be no discounts or free months' rent offered. **. [redacted] moved in on a onetime 50% off her rent for the first three months; we are unable to offer another special on a delinquent account.

The next time **. [redacted] comes to the property, if the office is opening we are more than willing to provide sticky pads for her unit if she encounters any rodents while in her unit.

We are always striving to improve our customer service skills. The management team aims to consistently deliver a professional service to our customer and we would like to state that on this occasion the level of service provided was acceptable.

We will further evaluate how we can prevent this problem from occurring again in the future.

Sincerely,

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Description: Storage Units - Household & Commercial

Address: 11315 Lockwood Dr., Silver Spring, Maryland, United States, 20904

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