Hilliard Self Storage at 2929 Dublin Rd

Great service, very helpful and informative

I recently discovered that my original contracted monthly rate for a 10 x 10 unit at this location had increased by 400% in less than 1 year. Wondering why I didn’t receive any notification, I checked my email to discover that my monthly billing statements had stopped months prior. After logging into my account I found that my primary email had been changed without my knowledge, effectively eliminating me from billing communications. So yesterday I stopped by the unit to discuss and discovered several holes in the ceiling, soaking wet personal items, and standing water inside of my drive up unit. I spoke with Chase in the office about the water damage and he offered to move units or have the ceiling repaired. I wanted to first discuss billing with him as a means to decide if I would even consider staying at the facility. He pulled up my account and confirmed that my email had been changed and a document had been electronically signed by someone at a different facility. I told him that there’s is no way that I would have remained here if I had been aware of the 400% rate increase, which is more than double what the current advertised online price is for the same unit at the same location and nearly $50 more than the advertised frontline pricing. He told me that the hard changes occur automatically in their system and if I would have complained right away like most people he could have helped me, but since it had been a few months there was nothing that he could do. I asked for contact information or a customer service number of someone that could help me and he told me that he wasn’t allowed to give that information out. After trying numerous different phone numbers that I found online, that all directed me through automated systems and right back to Chase at this location, eventually I resorted to the AI chatbot on the website and interacted with Taj who escalated my complaint, but stopped short of addressing any of the concerns about pricing or property damage. After several requests he did give me the name Bonnie Sweeney, who he identified as the district supervisor that would contact me. Instead, some named Jonathon called me and informed me that the company had mistakenly presented my account to another individual who then changed my primary contact information and electronically signed my name to confirm those changes the same week that I was to be charged a 100% pricing increase which was followed months later by another 100% increase. He apologized and offered to credit me a month of storage, but considering the roof damage to my unit I will have to move my things to another facility. I asked him instead to refund the difference between what I was charged, $166, and what the current advertised frontline price is for that unit, $129, for the 6 months that I was charged without notification. Over 9 months my rate had increased from an initial $41 rate, to $82, and ultimately $166. He informed me that he would not be refunding me any money. I then told him that I would then like to seek arbitration per our rental agreement and he refused to give me any contact information to begin that process telling me the arbitrator “would have to figure it out”. Then he hung up on me mid sentence. So if you are looking for a business to forge your signature, remove you from billing correspondence, ruin your belongings, increase your dues 400%, and refuse accountability then this is the place for you! *Update* Called the number you provided and was routed right back to Chase again who confirmed that no effort has been made to repair the roof on the unit. He also reconfirmed that there would be rate adjustment, refund, or anything else approaching a resolution. Thanks again Extra Space!

Chase was amazing at getting me set up with the best and most efficient setup with my storage

They were kind to me during my renting process everyone i talked to on the phone were very diligent with helping me .

Very friendly and smoothe process! Highly recommended