Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Broken security gates and doors leading to unit break-ins.
Business reply on Google
We take your feedback seriously, Tracy. The concerns you've raised about the gate, the unsecured door to the units, and locks being replaced without authorization are serious matters that we want to address right away. We apologize for the experience you've had. These are not the standards we hold for our facilities, and we understand how alarming this must be. If you would like to share more details so one of our storage specialists can look into this further, please reach out to us at [email protected].
Storage unit was broken into due to inadequate facility security measures.
Business reply on Google
We are concerned to hear about what you have experienced, Kristen. A break-in at your storage unit, damaged security features, and the loss of irreplaceable items — including 40 years of collectables and sentimental belongings — is a serious matter, and we understand how distressing this must be. We also sincerely apologize for the way your concerns were handled when you contacted us. No customer should ever be treated with disrespect, and that falls short of the standard we hold ourselves to. If you would like a storage specialist to review your situation and follow up with you directly, please reach out to us at [email protected]. We want to make sure your concerns are heard and addressed properly.
Broken security gate and frequent rate increases
Business reply on Google
Your concerns are noted, Brian. We understand how important security is, and we take issues like a broken gate seriously. We also hear your frustration regarding rate increases. We are sorry for the inconvenience these issues have caused you. If you would like to share more details so one of our storage specialists can look into this further, please reach out via email at [email protected].
The elevator has been broken for over a week.
Business reply on Google
We apologize for falling short of your expectations regarding the elevator maintenance at our facility. The broken elevator preventing access to your storage unit on the second floor is unacceptable and creates significant inconvenience when moving heavy items. We would like to provide more information and have one of our storage specialists assist you with this matter. Please contact us at [email protected] so we can address this issue promptly and ensure you have proper access to your storage unit.
The facility elevators are consistently non-functional preventing access to storage units.
Business reply on Google
We apologize for the inconvenience you have experienced with the elevator access at our facility. The ongoing elevator issues you have described are unacceptable and we understand your frustration with being unable to access your storage unit on the upper floor. If you would like to provide more information about this situation, one of our storage specialists can assist via email at [email protected].
unnotified rate increases and failure to compensate for flood damage
Business reply on Google
Hello William, we are always working to improve our customer experience, and are sorry to see that we fell short. If you could reach out to us directly, we would love to try to make your situation better. Sincerely, iStorage Jacksonville - Loretto
Frequent rental rate increases over a short period
Business reply on Google
Hello Kathryn, thank you for your feedback. It is thanks to customers like you that we can strive to improve our service and customer experience. If you have any further issues with our service, please reach out to us directly to let us know. Sincerely, iStorage Jacksonville - Loretto
Storage unit rental prices are higher than local competitors.
Business reply on Google
Hello Angie, we take our customer feedback very seriously, and will work to improve as a result of your feedback. If you could reach out to us directly so we can get to the root of the problem, we would greatly appreciate it. Sincerely, iStorage Jacksonville - Loretto
Manager was absent during scheduled business hours causing customer inconvenience
Business reply on Google
Hello Tracie, we are sorry to hear about your experience, as this is not what we expect our customers to go through. It is not acceptable for the store to be unmanned for hours at a time. We hope that if you have any other concerns that you will reach out to us at [email protected]. Sincerely, The iStorage Team
Broken security gate and non-functional hallway lighting at storage facility.
Business reply on Google
Hey Chad, we apologize for the experience that you have had while renting from one of our stores. This is not the experience that any customer should have, and it is not what we expect from our team. The district and regional managers have been contacted to ensure that the gate is fixed and the lights replaced in a timely manner. If there is anything else that we can do, please reach us at [email protected]. Sincerely, The iStorage Team
storage unit erroneously marked for auction despite repeated attempts to resolve
Business reply on Google
Hey Marissa, we are so sorry to hear about the situation that you are in. What we can do at this point is have a new agreement signed and ready to go. At no point should you have been under the impression that your belongings were to be auctioned. This was the result of an error on our part, and you should not be penalized as a result. You should be contacted by our district manager shortly to help walk through the process from here. Again, we apologize for the experience that you have had, and will work to make this situation right. If there is anything else you need, please reach out to us at [email protected]. Sincerely, The iStorage Team
Malfunctioning payment systems and unresponsive staff caused late fees.
Business reply on Google
That is a truly horrible experience, and not what we want any customer to go through while doing business with us. We we would also like to extend our sincerest apologies in your difficulty paying, we encountered a bug in our system which has sense been fixed. Even with that, the sub-par customer you had is unacceptable. Your comments have been passed along to our district and regional managers. If there is anything more we can do to improve your experience please email us at [email protected] or give us a call toll-free at 844-311-2342. Best Regards, the iStorage Team.
Company does not offer prorated refunds for early unit move-outs.