Public Storage

Ive had to spend more time trying to manage my account with PS than I do my personal properties. They somehow have messed up my information to be able to manage my account, causing me to have to call multiple times in the past few months and to no benefit or permanent fix. They unilaterally and without notification increased my charge, against my contract. And now I can't contact anyone in relation to the account. Super frustrating.

Drove to the facility to unload.. but needed to speak with someone to get the lock fee refunded since we had our own. When we got there, no one was in the office even though it was advertised by their website and email correspondences that someone would be in office. Additionally, the unit we were assigned was not suitable for us; dirty, located outside, had a hole at the bottom of the wall that would allow water in during rain/snow. Because no one was on site or answering the phone, and we had rented a truck and had all our things, we just rented a new unit online and contacted their customer service for a refund on the bad unit. Now customer service is refusing to refund, stating we should have spoken to them on-site (even though no one was there) and that if we don’t pay for that unit they are sending us to COLLECTIONS. This is awful customer service and also unsavory operational practice to not have someone on-site to assist with these issues.

Public Storage is well-known for its practice of attracting new customers with low introductory rates, only to implement significant and persistent rent increases annually. Their strategy relies on the high cost and inconvenience of moving; they know that once the cost begins to squeeze your budget, relocating all of your belongings is a major barrier. The rate of their incremental rental cost increase is alarming. My rent for a 10'x20' unit increased from $337/mo to a projected $722/mo in approximately 2.5 years--a 114% increase! However, I have been able to avoid the most recent rent hike, and it was surprisingly simple. I called their customer service line and calmly explained the situation. I pointed out the rates for an identical unit in my same building is available for less than half of what I was currenlty being charged. I also mentioned the more competitive rates of the nearby storage facilities. I didn't have to get upset or even threaten to leave. The mere act of calling and presenting the facts was enough. The customer service rep was courtious and gave me a six-month reprieve from the rental increase. Storage units are a necessary part of life for many people. I hope this helps if you find yourself in a similar situation.