Storage West

Review: I find it really entertaining that you a video on your website, or homepage for that matter, implying that Storage West is "the best on the West" and you pretend to care so much about your customers. If you're claiming that to be true, then I have not experienced any of that here at the Storage West in Murrieta, CA. I hate it here. This is only my second month having my items stored here. I only actually planned to stay for 3 weeks, but circumstances changed, so my items are still here.

To begin, I was most upset because when I originally got the unit [redacted] went over everything with me and said if anyone who has a storage ever needs to get into the gate after 7pm, they can just call, let him know and he will extend the hours. Once I found out I'd be keeping my items in there longer than 3 weeks, I've needed to get in and out of my storage constantly and all of a sudden it's a problem. One day I called to let them know I needed to get in the gate after 7pm, and he said that mysteriously the rules were changing and that they will have to call the district manager to get approval if a tenant ever needs later access.

So I went into the office the next day to let them know that I'd be needing later access[redacted] says no, the rules have changed because of security and they can't allow access after 7pm. Then he continues to ask me why I need access. How about because all of my belongings are here! That's why! What kind of question is that? And on top of that, when I signed up, I was access would be allowed until 9pm, if needed, so why would that all of a sudden change after I've brought all of things here.

At this point I'm obviously angry so I asked for the number to corporate, and [redacted] says there is no number to corporate. So I ask for the contact information to complain to the district manager. Now, they cannot give that information out, but they can send a message for him to call me back. This was some time ago around March 20th or so, and I still have yet to recDesired Settlement: Phone call, billing adjustment, customer service, refund, extended hours

Business

Response:

To the·Revdex.com,Regarding complaint ID: [redacted] ([redacted])Thank you so much for supplying us with the information from this consumer. Our reputation Is extremelyImportant to us and we appreciate the chance to respond to any concerns brought before us.Regarding this specific: complaint we would like to report that we have already been In contact with this customer regarding the outlined Issues. It Is very disappointing to hear that she has not had a good experience with us. Customer service is the cornerstone of our business. We are sorry to hear that we have not met this customer'sexpectations.The customer has reported that she is upset that she Is unable to access the unit she rented after 7:00 pm. It is correct that as a general rule we do not allow access to our property after 7:00 In the evening. As she mentioned, we do occasionally allow extended hours from time to time, typically at the time of move In or move out toaccommodate I customer or a business with a specific need for that, however this Is en exception and not the general rule. There are companies that allow all customers 24 hour access on an unlimited basis but this Is not the way we operate for security reasons. She mentioned that she has needed to get In and out of her unit "constantly"but we do not allow unlimited access after hours. We apologize If this was not clear to the customer at the time of her move ln. It Is our belief that this was covered at the time of her rental, but if It was in any way unclear we are truly sorry.The complaint appears to be cut off at the end but fortunately this customer has also posted this same complaint to our website so we were able to read the full letter. She begins to say that she hasn't been able to get In touch with a District Manager and then states that she Is still waiting for a call back. Our records Indicate that thecustomer reported concerns on 3/27/15 and requested to speak with someone ''higher up". The District Manager notated this customer's account with his attempt to reach her again later that same day. His phone call was not answered and he was not permitted to leave a message. This customer contacted us again on 4/7/15 regarding theoriginal complaint as well as additional concerns that she has outlined here and received a call back from the manager of this property again on the same business day. The customer visited us In person on 4/8/15 and It Is our belief that the Issues presented have been resolved.?The desired settlements the customer has requested Included: "phone call, billing adjustment, customer service, refund, extended hours". A phone call was attempted right away and contact has since been made with this customer since the time of the complaint. As far as the billing adjustment and refund requested It Is our belief thata settlement has already been made as well. Payment to the account has since been made Including an adjusted rate that was originally agreed upon. Regarding the request for extended hours we will maintain our policy that our gate Is accessible to customers from 7:00AM to 7:00PM as our contract states. We do apologize that this customer does not feel she received excellent customer service. We unfortunately cannot please everyone but we will continue to try to do better In the future to leave every customer feeling they received great service. In short, It Is our belief that terms have been met with this customer since the time of this complaint, but would again like to apologize that she has not enjoyed her experience with us. If there Is anything else please let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[My complaint has not been resolved. Just because payment has been made does not mean that anything has been resolved. I have not spoken to the District Manager or someone "higher up," nor have I received a phone call from this supposed District Manager or someone "higher up." The only person that I talked to was [redacted]. I was not reimbursed or credited the $25 late fee, which was applied 12:04am according to my bill, and I paid it the same day because I obviously needed to get into my unit. It will also be costing me more money to move out because I do not plan on keeping my belongings here, which is an inconvenience to me. I do not believe that customer service is your top priority here because there's always an excuse about something.. "But this...but that." Which basically means "too bad; sorry we can't help you or we can't do anything about it." Storage West is a joke. To add, if I cannot be reached at [redacted], I can be reached at [redacted] or via email at [redacted]com. So we will see if I get any type of response. c]

Regards,

Business

Response:

From: [redacted] [mallto:[redacted]@laaco.oet]Sllnt: Friday, May 01, 2015 9:58 AMToa '[redacted].org'SUbject: Complaint ID [redacted]To the In response to the complaint lD [redacted].PAGE 01/01Thank you for continuing to assist us In coordinatins a resolution with this customer. The customersubmitted that she has not spoken to the District Manaser. Our records indicate that since this follow upresponse our District Manager has attempted contact again. 1\ phone call was placed on 11/28 to thanumber this customer has listed with us on file. The District Manager also attempted contacting thenumbers listed In the last response and was able to leave a message requesting a call back. At this timewe hope that this customer will return our call so that we can discuss her account. This customer alsorequested that a late fee be reimbursed. Our District Manager has indicated he Is willing to refund thepreviously paid fee. We hope that this customer will return our call and our message so that we cancome to a resolution.