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Smart Stop Self Storage

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Smart Stop Self Storage Reviews (8)

I put my belongings in storage in March 2017. At that time, the storage facility was ExtraSpace Storage, which I believe is owned by the same company as SmartStop. The monthly fee was $87. They raised my payment twice in the last year, and my payment is now $105 a month. That is a 20% (+) increase in less than a year. In addition, I tried to pay my storage fee this month on the 5th (March 2018) before the due date , and their online payment system was not functioning properly, and it would not accept the payment. It just kept spinning like it was processing, but would not complete the payment. I contacted corporate, who referred me to the store, and they referred me to the regional manager, Sean Kudlacz, who I emailed about the issue, stating that I did not feel I should have to pay late fees when I attempted to pay it before it was considered late, and their system would not process the payment. Mr. Kudlacz did not return my email, nor acknowledge at all that I contacted him. This is the worst experience I have ever had with a storage facility. I will be moving my belongings the end of this month, and will never use this facility again.

Review: smartstop storage raised the storage fees twice this year, the latest increase was $14.00. I wanted to know why [redacted] or mgmt wont return phone calls or respond to their contact info over the internet.

Product_Or_Service: storage rentalDesired Settlement: DesiredSettlementID: Other (requires explanation)

reduce the increase in storage rent back to what was agreed upon.

Review: This company is dishonest and is committing fraud against this client. Firstly, I rented a unit for $346, but instead they keep charging $20-$40 more each month. They request information such as insurance and auto pay, but then they conveniently lose the information each month and state that they do not have it so that they can possibly charge late fees. Furthermore they change the rental agreements to whatever amount they choose and say that this is what you signed, when it is inaccurate. After many months they do not follow through with any resolutions, and state I was not the person who you spoke to or who made the mistake so I cannot help you. We will contact them and get back to you. However not once will they recontact you regarding the matter or anyone else. I have contacted the supposed district manager, [redacted] at 562-799-3380 to no avail. He did not make any attempt to resolve the problem or contact me, and once again they are up to their old tricks. I am disabled and I cannot move furniture or afford to hire movers every month to stop these issues. They owe me monies and continue to commit fraud.Desired Settlement: I want them to find [redacted] or [redacted] the original person who wrote the contract who promised that one time special charges would not be applied ongoing to the contract, since I transferred from one unit to another in the same facility and it was the only way to get the paperwork to be accepted in the computer per his words. He also supposedly cleared it with his Superiors while I was sitting at the desk. Now every month the charges are wrong and I barely got them to return maybe $40 dollars.

+1

Review: I began a rental agreement with SmartStop on 8/7/2014 paying monthly rent of $34 plus tax of $2.28. I called SmartStop and spoke with [redacted], a manager, about ending our rental agreement and moving my belongings out of their facility. I explained that I worked until 5pm Monday-Friday and would not be able to move until Saturday, 2/7/15. [redacted] said it was fine and the amount would be prorated. (It costs $1.22 per day).Upon arriving on 2/7/15 in the morning with my son, [redacted], I was told by the assistant, [redacted], that I would need to pay the full monthly rent amount to get inside the gate and before removing my items. He said he would put in for a manual reimbursement for the remaining days of the month and it would take 2 weeks to obtain a refund from the corporate office. I asked him if he had any message from [redacted] and he replied that he had no information regarding the conversation I had with [redacted]. Two weeks later, I called [redacted] during business hours and I asked her the status on my refund. I told her the events that had occurred on 2/7/15. She informed me that IF they were going to refund it, manual refunds take approximately 6 weeks. I waited 6 weeks and I emailed her requesting the status again. She replied by email and said that corporate was not going to refund me.I called her and told her that was not what she had told me and I said I would be contacting Revdex.com. She paused and I ended the conversation. I would like SmartStop to honor their word and reimburse me for the full month's rent minus the 1st-6th. I believe it is a very poor business practice to mislead their customers. I will not do business with them and will not recommend them to any of my business associates, family or friends for their future storage needs. Thank you for your attention in this matter.Desired Settlement: DesiredSettlementID: Refund

Prorate the rent amount plus tax for the month of February and refund me. I used the storage unit Feb 1-6 and vacated it on the 7th. Thank you.

Review: I have been a tenant off and on for the past 6 years at Smart Stop formerly public storage in Ladera Ranch CA. I went on the online site to pay my bill at the end of Feb 2014 only to notice an additional increase to 92.00 a month, up from 81.50. I had been paying the last year. I was never notified by email, by phone, by anything in the mail stating the increase was taking place. I called the manager [redacted] at [redacted] and spoke to him after paying my rent for the period of 1-31 March 2014. I spoke to [redacted] on the 1st of March 2014. He informed me the increase was due to supply and demand and that it was a admirable site being in Ladera Ranch. I told him my situation, I had never been informed of the increase. He said he could meet me half-way and just raise it to 85.00 a month, to me this was unacceptable, so I told him I would search for another storage company. I had time, I was paid until March 31, 2014. He referred me to Smart Stop in Lake Forest Ca that actually had a bigger 5x10 unit for 50.00 a month. I called the Lake Forest location and made a visit to see the storage units on March 8, 2014. I came back to the Lake Forest units and rented a 5x10 on March 16, 2014. I called and spoke to [redacted] approximately on March 18th to abide by the contracts rules, (of 10 days) to inform them I was going to vacate at the end of the month March 31, 2014. I spoke to [redacted] and informed him I would be in to do a walk-thru on March 31, 2014. I took my old cylinder lock and placed a pad lock on my unit that was now empty. When I returned to check-out on March 31, 2014 approximately 13:30 hours, I was locked out of the gate, my code no longer worked. I spoke to the employee inside who informed me they had cut the lock on my unit. They told me it was not an appropriate lock, I was never called to tell me it was not, better yet my unit had already been rented to someone. I informed [redacted] that I was paid until midnight on March 31, 2014. My space was never attempted to be secured by [redacted].Desired Settlement: I did receive a new barrel lock from [redacted] for the one they cut. I desire to be paid back the days they rented my space out . How can a storage facility never contact a tenant, and take it upon themselves to rent out your unit when you still have it paid for. I may of had the wrong lock on it, but it was empty. If there needed to be corrective action to secure it call me, text me, email me, send me a letter. DO NOT cut my lock and rent it out, while I still have it paid for until Mar 31, 14.

Business

Response:

Ms. Bricker,

Please accept the following response to the complaint # [redacted] made against our Storage facility at [redacted]

In accordance with the rental agreement that Mr. [redacted] signed, his unit was properly vacated from our facility. Mr. [redacted] gave a 10 day notice of his intent to vacate the facility. His account was paid current through the month, and was welcome to continue to store his items at the facility through the month. During the month Mr. [redacted] removed the lock he was using to secure the storage unit and removed the contents of his unit. A padlock was then placed on the hasp of the door, in such fashion that the door was unsecure and it was visibly evident that Mr [redacted] had removed all of the contents from the unit.

Paragraph 27 of our rental agreement addresses termination of the rental agreement stating “…if Occupant abandons the Space. Occupant shall be deemed to have abandoned the Space if Occupant has removed the contents of the Space, and/or has removed Occupant’s lock from the Space…”

Our terms of tenancy are on a month to month basis. And as our rental agreement states, moving out early terminates this agreement. Coupled with Mr. [redacted]’s notice given to vacate, this agreement was terminated appropriately.

Understanding Mr. [redacted]’s concern, and misunderstanding of our policy, it is my intent to provide customer satisfaction. We are pleased that Mr. [redacted] decided to continue storing his goods with us at our Storage facility in Lake Forest and I would like to extend a 10% off 1 month rent offer to him for his inconvenience.

Thank You,

[redacted] | District Manager – West Coast District

Review: In November of 2013 I stored ALL my belongings at their SmartStop [redacted] location. I went out of town for medical reasons. I returned a few times to retrieve some papers from the unit. I sent in money orders to cover cost. Both payments were "lost" according to the manager. I reported a change of address. NO (absolutely NO) contact was made from the local managers to let me know the payments was not recieve. NO letter or phone call was recieved before they auctioned off my property. NO contact was made to resolve any issues. They lack any concern that they auctioned of my property without any warning. When I finally found out who owned the properrty I emailed several times, phones serveral times and it took weeks before I recieved a "generic" response. They have homeless tenants on the property that have stated the mangers give out property before auctions. A friend also contracted with them and had the exact same problem. NO resolved or timely response, NO customer service, NO reciepts, NO security and NO resolution.Desired Settlement: I want them to replace my property, I want my deceased mothers pictures and property back. I want my business inventory and shelving back, I want my personal belongings and medical records back. I want them to assure me that the papers they gave out containing my personal information, medical records and birth certificate will NEVER be used to create Identity theft.

Business

Response:

To whom it may concern,

Review: This storage company failed to advise me that the rental rate for a storage unit is a promotion. Instead they advertise a price as a web rate or sale price, followed by a rent increase a few months later. I started in August of 2013 with a unit advertised as $79 a month for a 5'x7' unit as a web price. 9 months later, I received a rent increase of $16 or 20%. After a call to the store manager, I was told that I was still paying less than the going rate and there was no room for negotiation. I advised the manager that I planned to file a complaint with the Revdex.com, and so he said he would have his regional manager contact me. After a few days, I happened to notice a Mother's Day Sale at this location offering a 7' x 10' unit for $83. I reserved this unit. The store manager stated that they normally do not honor a web rate to existing customers, but under my circumstances the regional manager made an exception. However, in return, I had to pay another processing fee of $22 and pay for two storage units from a period of May 12-31, 2014 with a total additional cost of $76.00. I was promised verbally that the rate would be good for a minimum of 9 months and the most it would increase is 15%. In early September, I received a notification of a rate increase from $83 to $104 or 25%, effective October 1. I once again spoke my concerns to the store manager, and after stating I would write to the Revdex.com, he said he would have the regional manager call me. It has been a full week, and I have not received the promised phone call. I have done some checking and Smart Stop rates are generally higher than surrounding locations with the exception of Web Rates or Sales Rates. The difference is that other storage locations will call their promotion rates as promotions and are truthful about the anticipated rate after the promotion expires. Smart Stop misleads their customers by offering Sale Rates, followed by unpredictable rent increases.Desired Settlement: I expect a full refund for paying for the service fee and payment of two storage units simultaneously from May 12 - 31., 2014. Additionally, I am also requesting that my rent on my current unit remain the same ($83.00) through 2015, with no more than 5% rent increases on an annual basis. Additionally, to protect other prospective customers, I want their "so called" web rates and/or sale rates to be changed over to promotional rates with a disclaimer that storage rates are subject to rent increases of up to 25% or more after 4 months.

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Description: Storage Units - Household & Commercial

Address: 8337 Tara Blvd, Jonesboro, Georgia, United States, 30236-3401

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