ComplaintsforStorQuest Self Storage

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a customer at this location since April 2018. Since becoming a customer, I have been able to access the location during the posted Access Hours, which are 6am-9pm. Today, August 17th, I attempted to enter around 8am, but my access code gave an error, indicating I could not access the facility at that time. I called customer support and was informed that since I do not have auto-pay set up, I can only access the location during office hours (9am-5pm, closed on Sundays).I was surprised by this, as I have accessed the location multiple times outside of office hours, such as after 5pm on Christmas Eve to retrieve gifts for my children. When I asked if I could set up auto-pay to regain access, the representative said the office would need to grant access when they open.The representative cited "safety and cleanliness" as the reasons for restricting access to auto-pay customers only. However, I do not understand how my payment method would be an indicator of my ability to responsibly and safely access the facility. Additionally, there is no posted information stating that "Access Hours" are only for auto-pay customers. This seems to be a new policy that was not communicated. As a customer, being able to easily access the ********************** unit is a key factor in the value of the service. I feel that 1) I am not receiving the same value for my lease, and 2) this policy either needs to be removed or prominently displayed in all advertising and signage, not just communicated over the phone.Living in *******, where ******* are extremely hot, being able to access my unit during early morning or late night hours is important to me. If this policy remains in place, I will likely need to find a different storage facility that better meets my needs.I would appreciate clarification on this new access policy, as well as consideration of restoring posted access for all customers, regardless of payment method.

  Business response

  08/19/2024

  ****************,

  I am sorry to hear about your issues but this has been sent to the wrong ownership group.  We operate in ******, ******** and not ********  We are managed by StorQuest but they have self storage units all over the country that they manage.  I think you should reach out to them and find out who this should go to in ********

  Regards,

  ***

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