American Store & Lock
🧰 Other Services · Charlotte
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Customer was overcharged for fuel due to inaccurate contract documentation.
Business reply on Google
Thank you for sharing your feedback. We take concerns about billing transparency seriously and want to address this directly. Rental agreements include a mileage estimate at the time of dispatch, which in this case was estimated at 30 miles. When the truck was returned, it had actually gone 62 miles — the difference between the estimated 30 miles and the actual 62 miles is what accounted for the additional charge, not gas. This is reflected on your email receipt. We understand having an authorized driver involved can make it harder to track details firsthand, but the charges applied were based on actual mileage as recorded at drop-off, consistent with our standard policy. We're happy to go over the specific line items with you directly if you'd like further clarity. American Store and Lock Team
unexpected three hundred dollar fee for early truck drop off
Business reply on Google
Dear Markee Burton, Thank you for your feedback. We’re sorry for any confusion regarding the $300 charge. However, the fee was applied because the truck was parked in front of our gate, blocking access to the property. There is a clearly posted sign stating, “DO NOT BLOCK – You will be charged if you do.” Unfortunately, this situation required us to send a manager—who had to travel over an hour each way—to move the U-Haul truck so our tenants could access the property. We always aim to be transparent about our policies, especially when they directly impact our operations and other tenants. We do appreciate your business and are available if you'd like to discuss this further. We can be reached at 704-598-0776. Best regards, American Store & Lock
Lack of signage for vehicle storage lots
Business reply on Google
Hello Mark, Thank you for taking the time to share your feedback with us. We're glad to hear that you appreciate the security measures we have in place. Ensuring the safety of our customers' belongings is a top priority for us. We also appreciate your suggestion regarding the labeling of our vehicle storage lots. Feedback like yours is invaluable as we strive to improve our services. We will certainly take your comments into consideration as we look for ways to enhance our facility. Thank you once again for your input, and we hope to have the opportunity to serve you better in the future. Best regards, The American Store & Lock Team
The staff members were rude to the customer.
Business reply on Google
Hello iSpeak, Thank you for taking the time to share your feedback with us. We sincerely apologize for the experience you had during your visit. I have researched our database and did not come across your name in the system. Providing excellent customer service is very important to us, and we are sorry to hear that we did not meet your expectations. Your feedback is invaluable in helping us improve our services. Best regards, American Store & Lock Team
Staff members are rude and banned the customer for asking questions.
Business reply on Google
Dear Praveen Poonia, Thank you for taking the time to share your feedback with us. We sincerely apologize for the experience you had at our facility. It is our goal to provide excellent customer service, and it is clear we fell short in your case. We take your comments seriously and will address this matter with our team to ensure improvements are made. If you would like to discuss this further, please feel free to reach out to us directly at 704-599-9694. We value your input and hope to have the opportunity to serve you better in the future. Sincerely, American Store & Lock Team
Front desk staff member was rude and intrusive
Business reply on Google
Dominique Thank you for taking the time to post a Goggle review for American Store & Lock # 3; we regret that your experience resulted in a 2 Star rating. I have forwarded your review to the Area Manager for this location to review with the Manager. Our goal is to provide our customers with a pleasant storage experience and great customer service. Again, thank you for your review. Sincerely Sharon Pallas
Inaccurate website reservation system and poor facility accessibility for rentals.
customer charged for storage unit after lock was removed
The business lacks flexibility with rent payments during the pandemic.
Storage unit gate malfunction prevented access to equipment
Business reply on Google
Atlas Cooper, we're disappointed to hear of the negative experience you had at our location. We have been experiencing gate controller equipment issues, and we really hate that it had such a negative impact on you. We (hopefully) have the situation resolved now, and we are implementing some "just in case" plans B, C, and D to help alleviate any inconveniences from occurring again should our equipment fail in the future. We would like the opportunity to make this up to you. Please contact our manager at (704) 266-3743 so we can make your experience a positive one.
Manager exhibits discriminatory behavior toward Hispanic customers
Business reply on Google
Here at American Store & Lock, we strive for excellence, and are disappointed to hear that anyone received anything less. However, the fact is that this particular customer and his family member(s) failed to abide by the rules of the property, despite several requests from our management directly to the tenant and his family member(s). We were only met with vulgarity, indignity, and disrespect, and were left with no choice but to evict the tenant. We do not make exceptions to the property rules for any tenant, and we will not disregard the lien laws of our state, either. Unfortunately, this was a case where this tenant and his family expected to get away with many instances of rule-breaking behavior that were unacceptable, and therefore led to an unavoidable poor experience for everyone involved.
Unexpected billing charges and poor communication regarding cancellation policies.
Business reply on Google
Hi Colin Bradley, thank you for taking the time to let us know about your recent experience. All of our leases are month-to-month, free to cancel at any time, and the lease agreement clearly states the cancellation notice requirement. Our manager attempted to contact you several times but was unable to make contact. We sincerely apologize for any miscommunications that may have led to your displeasure. Thank you for leaving feedback. Please reach out to us at (704) 266-3743 so we may identify ways to improve your experience.