Midgard Self Storage

Awesome service

Midguard has taken the technology approach to customer service. It’s really a neat idea in theory but in practice simply doesn’t work well. There is not an in person interaction.

You walk into the office and there are iPads and a tv screen motion activated and brings on “Virtual Managers.”

I dealt with 2 different ladies 3 different times. They were extremely nice and for what they could help with, were helpful.

The problem started with trying to lease a unit on the tablet in the office. The price was not the same as online. So I finished on my phone to get the better price. I specifically told the virtual manager that I needed a climate controlled unit. I used the filter button on the website and apparently it returned a drive up option. Since I filtered, I didn’t think to double check it was/wasn’t climate controlled. That was my fault. However I did tell the virtual manager I needed climate controlled and she gave me a spiel about how “‘climate controlled’ is not the same as in a house and could vary from 54 (or so) degrees to 84 (or so) degrees.

Finished the transaction with the virtual manager because I needed a lock etc. They did not catch that it was a drive up either. Once I realized the mistake (after driving around the lot to find the unit because there was no map inside nor on my phone) I came back to deal with virtual manager again (because I called customer service and was told they couldn’t help me I had to go back in).

I was told they would refund the unit but she couldn’t transfer me to a climate controlled unit because the price was so much cheaper online and after putting me “on hold” twice, she couldn’t get help on her end to override price. She said she would notate the account to cancel the wrong unit and refund me the money.

Additionally, the interior was scorching hot. I had to repeatedly go outside to cool off. Never have I been in a “climate controlled” facility so uncomfortable.

The icing on the cake for me was the safety issue. There were multiple uneven floor drops/bumps transitioning from outside to inside. Most people use dollies and hand trucks to move in… it was almost impossible getting over those humps. I spilled my load multiple times and aggravated my back.

I was renting this for a church and asked about tax exemption. They texted me an email address to send in our tax exempt forms.

I sent an email yesterday to explain 1) all the problems I had
2) send my tax exempt form and
3) ensure I was refunded

I know working customer service can be horrible so I made sure to be polite and even complimented how nice the two ladies were.

The response I got was (paraphrasing) basically “sorry, you signed that all sales are final and you weren’t charged a tax” and implied I would not be getting a refund. They never addressed the safety issue, the climate controlled temperature, the fact that their virtual “manager” cannot override a price even though she saw it was different, the fact that I was told I would get a refund, etc.

As soon as my 2nd month is over I will be moving to the competition across the street (amble I think) and I will tell everyone I know not to use midguard.

the only reason for 2 stars and not 1 is because the virtual managers were nice and did the best they could but their hands were tied… and the virtual experience is pretty cool if it worked… (i.e. the managers actually had authority to make decisions and help customers)

When getting on line to rent storage space was convenient. Process and communication was great!