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October 2024 by Yuri Broze
I'm very, very reluctant to criticize establishments in public, but this situation warrants it, to warn potential customers what they may be up against. The current team members as of September 2024 provided me with the single worst customer experience I have ever, ever had the displeasure of living through. I'll regale you with the story.
What should have been a very simple drop-off for a previously-reserved parking space turned into a three-hour ordeal with all kinds of unneccessary antagonism. The gentleman at the desk was unable to find the reservation (his manager apparently failed to make it; Public Storage issued an apology since she does not have the authority to do what she did). Then he was unable to find the box on the screen to look things up by unit number without calling his supervisor.
Then when re-making the reservation, he said he could not "click through" because the system wouldn't work without scanning "the paper." It took us 10 minutes at least for me to figure out that by "the paper" that he insisted he needed to scan was proof of ownership (which they presumably already had, from our last visit).
So, I came up with proof of ownership in the form of insurance, online in an image. Would that be accepted? No, it needs to be on paper. Could I print it out there or email it? No, "we don't have access to that." I had to drive out of my way to the UPS store to print a hard copy to scan, and returned, all while my towing company was charging me hundreds of dollars an hour to wait while I was informed of "that's our policy," and "that's not how it works."
So then we finally get to the point where I have the piece of paper by running to UPS -- so he can scan it and click the button on the web application. He's on lunch break and has locked up. I wait another 30 minutes, costing a few hundred.
He does return, and at this point I'm informed that it's no longer a problem with providing proof of ownership in paper form (that cannot be printed from their machines, and by the way, don't you dare step an inch behind the desk) -- now the problem is that the rentor is not there in person (she's currently ill and incapacitated, which is why I was doing her the favor).
Then it turns out that my friend for whom I was doing a favor in transporting the RV vehicle to the spot she had reserved -- because they had lost the reservation -- had to be there in person. That was insisted to me many times, but it turns out -- after more prompting I learned that she could re-make the reservation online. Which didn't show the available spot that we reserved, of course. The only form of identity verification and reservation re-making that was not allowed is speaking with her over the phone, apparently.
After getting her on the phone to speak, that's not good enough. Only in person or online, I'm told, because they need visual confirmation that it's her. Okay, let's pull her up on video. "No, we don't allow that here. It's against policy."
So, let's call your supervising manager to give you permission. She did the same thing. I'm still expecting a callback from the district manager.
The way this should have gone is: "Hi, I'm here with XXX's vehicle in bay 3015; this is her gate code, so I'm just gonna pull it in for now." It turned into what I can only describe as authoritarian "just-following-orders" and hostility toward the customer.
I don't blame the employee there -- he's incredibly poorly trained, but it does seem to also affect his supervisor. I'll be speaking with the district manager soon, I hope, and try to recover some of the 3 hours' worth of towing fees wasted on this, around $1,500.
Now that you&#
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August 2024 by Kyle Keasey
Great customer service great AC
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July 2024 by Linda Hamel
Description of complaint:
I have 4 problems with Public Storage, 30 kettle river drive, Glen carbon, IL. These problems started when Public Storage took over ownership of the self storage facility in 2023. 1) they started charging sales tax on the rent for a self storage unit. There is no such tax in Illinois. This is costing me $11 extra a month. Im sure it is illegal to collect sales tax on an item that is not taxable. 2) I reported to Public Storage on 6/13/2024 that my rental spot, which is supposed to have electric, has lost power as well as all the other spots around me. As of 6/26/2024, there is still no power. I had to throw away about $200 in groceries that were in the refrigerator of my RV that I store there. 3) there is rarely an employee on-site to provide customer service. I have to call a number posted on their door. This number takes you through a series of about 5 questions, and then it finally tells you to leave a message. I did on 6/13/2024, but no call back for a week and then it was only to say the district manager has been contacted regarding the electric problem. 4) they advertise that you can enter the gate using a code on their app but it doesn't work. I talked with employee on-site about it and they blew it off as a problem because we are in Illinois and parent facility is in St. Louis. This business needs to be held accountable for their lack of customer service and illegal acts
you have any questions or concerns, plea
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May 2024 by Ryan Daley
Don’t return phone calls, raise your rates without notice, and never seem to have anyone working on the property anymore. Has really gone down hill over the last year.
-Revised 4/3/24
Was contacted by the District Manager who addressed all concerns and issues with a customer first approach. Completely different approach than the previous property managers and is much appreciated.
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November 2023 by Elite Staffing
Good management always clean
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November 2023 by BOOGEYMAN GAMEING
Very nice and clean facility
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November 2023 by Nisha Moore
I highly suggest this place. Madison is very professional and just overall such a nice person. Defintley go there ♥️?
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November 2023 by Jay West
Great workers
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November 2023 by Brian Peyla
dealing with the lady in the office was a delight very helpful an knowledgeable her name was stephanie embrick wouldnt ask for anyone else after dealing with her.
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November 2023 by Hunter 618 Hoopa Michael
I love this location! Stephanie was amazing she always takes care of me. I won’t go anywhere else
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November 2023 by Jennifer Watson
Always friendly great place to storage your stuff
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November 2023 by Mark LaBlance
Clean facility, nice people
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November 2023 by Monika LaBlance
Great place for storage
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November 2023 by Dominique Thompson
Madison was super awesome and extremely helpful. I'm so excited to start our adventure with this storage company.
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November 2023 by Denyel Rodriguez
I was looking for a short term storage when I moved to town and a young women named Madison helped me by answering all my questions without hesitation all with a smile luckily I ended up finding a place and didn’t need the unit but if I ever do I’ll be going to see the lovely Madison
