Sundance Self Storage

I chose Sundance Self Storage because the facility initially appeared clean and straightforward, but my experience raised concerns about transparency and customer service. During the lease signing, the paperwork was reviewed page by page, yet no one clearly disclosed that an additional $18/month protection plan would automatically be added unless I provided my own insurance. I immediately explained that I already had homeowners insurance covering stored property. I was told proof would have needed to be provided before signing, which I would have gladly done on my phone or by emailing documentation if that had been explained beforehand. I sent proof of insurance the very next day within the required timeframe. The protection plan was removed going forward, but the original $18 charge was never refunded. The amount itself was not the issue; the concern was the lack of disclosure and how the situation was handled afterward. The contract also states the facility receives revenue from these protection plan transactions, which creates an incentive for the charge to be added by default. The larger issue involved the promotion. I was told the second month would be free with autopay, yet my card was still charged. When I contacted the office, I was told the credit would be applied to March instead. Because this is a month-to-month rental and I moved out on March 7, the promotion was never actually honored and I paid for both months. Customer service also became part of the issue. On one visit there was a sign stating the office would reopen at 3:00 PM. At about 2:57 PM I could see Ms. Cathy outside sweeping a few feet away. She saw me waiting but did not acknowledge me and continued sweeping until exactly 3:00 PM before returning inside. I was coming in to finalize cancelling my unit, and that interaction reinforced my decision. Customers should also know the office closes daily for a one-hour lunch break and access ends at 7:00 PM. If assistance from the front office is needed outside those hours, there may be no staff available. Before posting this review I attempted several times to resolve the issue privately; in person, by phone, and by email while I was still a customer. Each time I was told there was nothing that could be done. 3/9/26 – Response to owner Thank you for the response. I would like to clarify a few points with supporting screenshots and attachments. There was never a refund issued. The office email states March was credited after the February payment processed. I moved out March 7th, after the assumption that I was going to stay longer. Proof of my homeowner’s insurance was provided January 3, the day after signing. The protection plan was removed going forward, but the original charge remained, still no refund. The promotion advertisement states “1st Month Free – certain restrictions apply, see manager for details.” I specifically asked the manager about the promotion at signing at Sundance Self Storage. At no point was it explained that maintaining the TPP was required to receive that rate. Because that requirement was never explained, I later emailed to confirm that enrolling in autopay meant the second month would be free. Promotion contingent of TPP still not disclosed. I included screenshots of the promotion, advertisement, receipts, email communication, bank transaction, and hours listed on the website and Facebook page that do not have the mandated hour breaks posted. Those wanting to visit Sundance Self Storage should plan accordingly. I wish this level of time and effort had been applied when I originally tried to resolve the issue. Thank you for the response, which provides additional clarity.

Horrible customer service! My credit card was set to automatic payments, and now I'm getting bombarded with texts saying I owe money? GOOD LUCK getting anyone to answer a phone e over there! I've been calling for the past week multiple times daily, and NOBODY will pick up the office phone. I will be moving out. Rates have increased to the point that every storage place in Buckeye is cheaper, and actually have employees that answer the phones when needed.

Raise rates every other month never notify customers of it can never contact a live person Closed on major Holidays thats time people need to get into there units new Storage down the street Britelock has way better rates but its online only