Storage Sense - Milledgeville - Garrett Way

I received excellent customer service and a clean reliable storage unit.

UPDATE: As a result of my review (see below) I got a call from the regional manager who was very helpful in resolving the insurance issue and making some reparations which I greatly appreciated. My hope would be that there will be no further issues but if so..., we will work with the regional manager directly.
************************************************
Storage Sense recently purchased our storage facility from a local business owner and we have had multiple poor experiences since that time.  (1) Without notification to customers they removed the locks from the gates which allows anyone access to the facility. We called the local office to report this, were advised we would get a call back which didn't happen. We called again and were told that they were going to get new gates so they took the locks off BUT they had no date for the new gates and were still getting estimates.  We asked that the locks be put back on until the new gates were being installed and had to make multiple calls and request escalation to a regional manager in order to get that done. Time consuming and frustrating. (2) Shortly after the lock situation we noticed that the climate control wasn't working AND the lights in the common area hallway were not on so we couldn't see to access our unit. We called the local office and the call center to report the issues, which they said was due confusion/issues when the account was set up in their name. This seems odd as the climate control and power was on in other buildings on the property - ?  (3) We just got hit with a ***10%*** increase in cost. (4) When Storage Sense sent emails regarding their purchase of the business etc., we were asked to send in proof of insurance to avoid being charged $15/month for a policy with them. I sent that in, never heard anything and then 3 months later (when we got an email advising that the price of our unit would be increasing by 10%) I see a $15 insurance fee has been added.  I called the call center and spoke with someone who couldn't even pull up our facility in the system. I advised I had called several times before so unless they have changed systems..., she should be able to access it. She was finally able to pull it up and entered our insurance information so the $15 fee would be removed.  No apology offered when I advised I sent the info in as requested in February 2024. She said the $15 was removed on her end even though it still shows online for me, even after I logged out and logged back in.  She had no clue, nor cared to find out, how long it would take for $15 to disappear and didn't ask to follow up with me to ensure it was removed.  SUMMARY - I can understand that things can be a little rocky during a transition and that makes it extra important that you have competent, professional employees to effectively handle issues and provide positive customer support during the transition period.  Leaving the facility unsecured with no ETA of the new gates was a poor decision and put customer belongings as well as the facility at risk. The local office employees were of no help nor acted as if they cared about securing the facility or about the power issues we reported. It is frustrating to have provided our insurance information, get charged the fee anyway and then have to deal with a disinterested employee to try to get it resolved..., and then to get hit with a 10% increase in cost as well.  We never had any issues under the prior management/ownership and the local employees were GREAT!