Public Storage

TLDR at the bottom cause this will be long. I tried to move in here but found out that my lawn tractor doesn't quite fit through the door. So, I called their customer service number to try to find a solution and was ultimately forwarded to their sales team and they were a great help. They found me a unit that was roughly the same size but had a wider door, and this new unit even had a better move in bonus rate, but it was unfortunately at a different facility (which will come into play later). They then sent me to their customer service team to close out my account at the first facility and get the money that I already paid to move in sent to my account at the new facility. They were also pretty helpful and seemed to do the best they could. Here's the rub, because I had initiated a move in at one facility and my new unit was at a different facility, their system couldn't tell that I was actually a new customer and wouldn't give me the proper move in bonus rate even though I could clearly see that I should be getting it when I pulled up the quote. I spoke with their customer service team several times to get it straightened out, but it seemed that they were unable or unwilling to untangle this mess I had found myself in. Well, since I already rented a trailer and had everything loaded up, I decided to bite the proverbial bullet and just sort it out later as best as I could, but I had a feeling that I wasn't getting any bonuses that I felt that I was owed. I did see a few days later that my account looked to be mostly untangled and that I had gotten what looked to be the move in bonus from the first unit applied to the second and felt that was good enough considering the circumstances.

Then today, I got a call from the district manager who had received my move in survey and when she read through my comments, took it upon herself to try to resolve everything. She was able to completely refund all charges incurred under the first account and apply it to the new unit, give me the move in bonus that I should have gotten, and gave me a call to apologize for the mess and tell me what she did to get it all straightened out. I can't tell you how pleased and surprised I was to hear from her and I think they've won me over as a future customer. I would highly recommend using their facilities since what they did was go above and beyond by today's practices of basically using beurocracy as a shield against making the customer happy.

TLDR: I had a rough move in experience and thought I wasn't going to get the rates and bonuses and some money that I had already payed in at one unit applied to a different unit that fit all of my stuff, but the regional manager really came through and made me a very happy customer.

QUOTES ARE WRONG AND THEY WILL CHARGE YOU A TON MORE ONCE YOURE MOVED IN because they know that its a pain to move again. Raised the rate months ago and have been charging auto deducting us $352 a month for a 10x20. Hoping to get a call back or will have to move out. That's ridiculous. Gives u the run around. Tells u in order to get the rate they quote u have to do online yet again and move again to a new unit. Do NOT rent from here. I expect a phone call to fix this situation. This cannot be legal. How asinine.

Amazing people and understanding

Best customer service