StorTropolis Self-Storage - Shawnee

Attempted to rent online and ran into repeated website errors (“Error retrieving fees”) across 3 different cards and 2 devices. Since the issue was clearly on their end, I called to complete the rental. At the very end of the call, the agent mentioned a $29 “one-time admin fee” that does not appear online. I explained multiple times that I had no issue with a fee if it were disclosed, but I shouldn’t be charged something I would not have paid had the website worked. I even told them I had screenshots showing the fee was not disclosed online. No acknowledgment, no flexibility. I called again to give them another chance and spoke with Brian. Same response. Instead of addressing the actual issue, he pivoted to talking about insurance, which was completely irrelevant. When I asked for a supervisor, he said, “They’re just going to tell you the same thing.” That’s an unacceptable response from customer service and shows zero interest in resolving concerns. After speaking to his supervisor, he came back and said they could waive the $29 fee, but then added there is a $12/month “smart unit” fee that is also not listed anywhere on the website. I read through all FAQs. When I questioned Brian about this, he responded that he didn't know, and he wasn't the business owner. I also asked if I could pay for a year in advance and by the first agent was told no. When I told Brian that he asked me who told you that, giving the impression that I could pay for the year in advance. Undisclosed fees + website errors + dismissive customer service = bait-and-switch vibes. I took my business elsewhere. Checkout screen screenshot posted

Scott was awesome! He listened to me, showed me several units that actually fit our needs, and didn’t care how many times I showed up to ask questions!

I worked with Scott at the Shawnee location. He was so friendly and helpful. He gave me a lot of information about all their locations and several helpful suggestions for my situation. Highly recommend!