Reviews

This is the email I sent to Surrey and also to, their head office. May 16th, 2023 To Whom It May Concern; Re: Public Storage - Unit #**** * **** 120th St. Surrey, B.C. Further to my emails, plus coming in and discussing this in person with one of your employees at the end of March, I am again advising you that we were vacating on May 8th, 2023, and were going to leave unit open so you could rent that space to someone else. We advised you that a truck was not available for Sunday May 7th so could you please give us the extra day. The employee I spoke to said that as long as we were out by no later then May 8th, you would not charge us for May. However, after you charged us on May 3rd for the full month of May, I phoned your office. She denied having that conversation, and said she never received my emails. Odd the emails didn’t come back to us saying the emails were not going through, or ****** advising us if it was an invalid email address. I asked Sanna to charge us for the first 8 days, and refund us for the balance of the month, even though I gave you notice well in advance and was told there would be no charge. You refused to do that and said there was no way you could give us a refund. Hence we left this unit locked as you obviously did not want to rent it to anyone else. As of today, May 16th, 2023, we are officially vacating the above storage unit as we have moved to Langley, and do not wish to ever return here again. We have been using Public storage in different locations for many years and are very disappointed in the way this location handles customers. ** **** ** **** ******************** ** **** **** ************* ********   ** **** ** ******** *** ****** ******** ****** *** *** *** ** ******* **** ** **** ***** ********* ****** ******* ** ****** **** ** **** *** ** ****** ***** ****** ***** * ***** ******** 

At the time of rental, all tenants are explained the lease. When a tenant informs us ahead of their expected move-out date, we ensure to review the move-out details again. A copy of the lease agreement is provided to all tenants for their records and to ensure they can review the terms. An investigation was launched. We found the tenant did not contact our office at the end of April, as instructed in March, to avoid having the payment automatically made, as they signed up for. The email being referred to was sent a no-reply email and therefore the property office was not made aware of the the tenants plans to vacate May 7. If the property team was contacted through the correct channels, the team would have reviewed the move-out procedures again and taken steps to remove the automatic payment from occurring. This was explained to the tenant as well. As the unit was paid for, the tenant had the right to keep the unit until the end of the month however chose to close the account shortly afterwards.