Miracle
? 1 Star I’ve been a loyal customer at this location for about two years, and unfortunately, the customer service has consistently been disappointing the entire time. Every time I call or speak with the person (the white lady not the black girl she is very sweet) working in the office, I feel like I’m met with an attitude. There have also been multiple situations where I’ve spoken with corporate or even an area manager, received information from them, and then gone into the office only to be told, “That’s not how we do things here,” or that the person I spoke with doesn’t work onsite and therefore doesn’t know how things are handled. As a paying customer, I shouldn’t feel like I’m being caught in the middle of disagreements between onsite staff and management. If corporate or an area manager gives a customer information, the staff should handle any internal confusion professionally instead of making the customer feel like they did something wrong for asking questions. There have also been maintenance issues that were never addressed. The rope on my storage unit was cut, and I asked twice about having it replaced. Months went by, and it was never replaced. When a customer brings up an issue with their unit more than once, especially over the course of several months, it should not simply be ignored. Another concern is that the property gate has been left open for over a month and is not being closed. For a storage facility, that is concerning because customers are paying to store their belongings there and expect basic access-control measures to be maintained. Another issue is that customers are not allowed to use the dumpster onsite because, according to the office, dumpster use is not included in our lease. I recently left some items next to the locked dumpster and was charged $50. What bothered me most was that no one called or gave me any warning first to ask if I wanted to come back and pick the items up. When I spoke with the office afterward, I was told the items had already been thrown away the day before, so I didn’t even have the opportunity to retrieve them before being charged. At the same time, I was told that items I had left next to the dumpster that day could be picked up and I would not be charged. I don’t understand why I wasn’t given that same courtesy or even a warning with the previous items. I’m also writing this as a business owner myself, and customer service is at the top of my list when it comes to how I operate my own business. I understand that businesses have policies and that those policies need to be enforced, but there is still a professional and respectful way to communicate with customers. A simple phone call, warning, follow-up, or courteous explanation can make a huge difference. I actually like this location because it is very convenient for me, which is one of the main reasons I’ve continued storing here for so long. But convenience does not make up for consistently poor customer service, unresolved maintenance concerns, a gate that has remained open for weeks, and being made to feel like a problem simply for asking questions or expecting concerns to be addressed. After being a loyal customer for two years, I expected better. Customers should feel welcomed, respected, appreciated, and like their concerns actually matter. I hope the $50 charge was worth the 1-star review.
Google Review
