Between really bad and never again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Rodent infestation caused significant property damage and health safety concerns.
Business reply on Google
We apologize for the rodent damage, dismissed concerns, and unsafe conditions you experienced. Please contact us at (317) 494-7549 to address this matter directly.
Significant monthly rent increases and excessive late and auction fees.
Business reply on Google
Hi Chad, thank you for your review. It's unfortunate to hear about your experience with us and our rates. We understand a locked-in rate is important to you. We appreciate your feedback and will consider it for future improvements.
Frequent price increases and inability to separate billing for two units.
Business reply on Google
Thank you for bringing this to our attention, Tonya. We're glad to hear you find our facilities well-kept and our staff friendly. Please feel free to reach out to us at 888-786-7243regarding the issues you've experienced with separate units.
Fireproofing material is falling from the ceiling onto stored items.
Business reply on Google
We value your input. The issue you raised is concerning, please contact us at (317) 494-7549 to discuss further.
unauthorized access to facility and unexpected rent increases
Business reply on Google
Thank you for taking the time to share your feedback with us. We sincerely apologize for the issues you experienced during your time with our facility, and we appreciate you bringing these concerns to our attention. We take all customer feedback seriously and use it to improve our services. We understand your frustration with the security concerns you mentioned and the difficulty in reaching our office. We are actively looking into these matters to ensure a safer and more responsive environment for all our customers. Regarding the price increase, we strive to provide fair notice for any changes in our pricing structure. We regret if this was not communicated effectively in your case. We would very much like the opportunity to discuss your concerns in more detail and address any outstanding issues. Please feel free to reach out to us at (317) 494-7549 at your earliest convenience. We are committed to resolving these matters and improving your experience with our facility.
Access code failed and customer service was unable to resolve issue.
Business reply on Google
We take your feedback seriously. We apologize for the inconvenience you experienced. Please contact us at (317) 494-7549 to address this issue.
Storage unit rental price increased without prior customer notification.
Business reply on Google
We apologize for any miscommunication regarding our pricing policies. We will work on improving our communication with customers to ensure a better experience in the future.
Staff used high-pressure sales tactics to force immediate payment.
Business reply on Google
We are sorry to hear about your experience, David. We value your feedback and will take it into consideration as we continue to improve our customer service. Thank you for bringing this to our attention.
Presence of mice traps in the storage facility
Business reply on Google
Hi Andrea, We want all of our customers to have 5-star experiences. Unfortunately, I'm not able to find you in our system as a current or previous customer -- at any of our facilities. As you can see we receive many great reviews about our property and services. Please give me a call at 812-331-1251 so we can find out where you rented and perhaps convince you to do business with us. -- Tammy Godoy, Customer Service Manager
Customer cannot access storage unit due to non-functional gate codes
Business reply on Google
Hi Michelle, The safety and well-being of our customers and employees is our top priority. We adjusted gate hours to enhance security for our customers and their stored items across the communities we serve. We appreciate the opportunity to help you with all your storage needs. We stand ready to help by phone or text 24 hours a day! Call or shoot us a message if we can be of further assistance. 1-800-783-7348. We're available 24/7/375. Thanks, Michelle.
Misleading insurance information and rude staff behavior reported.
Business reply on Google
Hi Patty, Just looked back at all the notes on your account including the transcripts from previous chat/text conversations with you. (We copy and paste those along with all collection call and email attempts into Account Notes.) Per our conversation with you on 10-15, we said we'd waive the late fee. I'm sure all our customers would love for us to waive rent and insurance, but unfortunately, that's just not the way it works. Thanks for choosing us for your storage needs. Best wishes!
Difficult unit access due to poor layout and tight corners.
Stored items were damaged by moisture and humidity inside the unit.
Inconsistent parking instructions provided by onsite staff
Business reply on Google
Hi Gene. We really appreciate hearing from you. We're not sure if you received our email or voicemail, but we wanted to try following up on here, too. Thanks for flagging us on this so we could dig a little deeper and get to the bottom of this misunderstanding. We apologize for how the situation was handled. We DO allow customers to leave a vehicle onsite in instances like this. We dropped the ball... please accept our apology for the rudeness and our failure to correctly communicate our policy on leaving a vehicle on the property. We have addressed both issues with our field service team so this type of thing doesn't happen in the future.