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November 2024 by Barry Pepper
My partner and I booked a storage unit online on the Storage Mart website, while on the phone with customer service rep Cecil. Online showed that the unit we chose (and every other large unit that was available) was offered on promotion for a “Free Month”. Cecil explained that because we were booking the unit from 30-Oct-2024, we would be charged full fee, pro-rated for 2 days and then our “free month” would kick in effective 01-Nov-2024. On 30-Oct-2024, my partner went on-site (81 Arrow Road, North York), the “on-site manager” was at the desk. We paid $106. and my partner asked, multiple times, that he was paying $106. for the entire month, to which the on-site manager said “yes”. We moved items in, and when we tried to return a week later, we were locked out. When I called in to inquire, I was told that we are not being offered the free month and that the $106 paid was for 2 days (October 30 & 31st). Please see the attached photos of what we are being invoiced for the month of November - $1400. I have tried, multiple times, to get in touch with the regional manager. I have put in 3 requests/escalations over the past week and a half for the him to call or email me, as the customer service reps are not permitted to give out his contact info. This is very upsetting and extremely inconvenient. Every other storage facility in the GTA offers the first month free. This is not a promotion only specific to Storage Mart. I would not have picked this facility had I known I would be bamboozled and then ignored, while my property is being held hostage.
The property manager, Andrew, is rude and unhelpful and should not be in the customer service field. He claimed that my partner was aware of the no promotion when he went into the office. Andrew stated that “some days some units don’t offer the promo”. Why would we pick a unit that didn’t have the promotion? Why would we pick the ONLY unit in a storage facility that didn’t offer the one month free? We could have and would have gone elsewhere! English is my spouse’s second language, his comprehension of the language is not the best, however, we were both told by Cecil (the rep from the call centre) that we would receive the free month starting 01-Nov-2024. WHY NOT JUST APPLY THE PROMOTION. THIS HAS BEEN A HEADACHE, WHEN IT DOES NOT NEED TO BE. This was clearly a glitch on their system, and could have been amended immediately. The website showed the unit we selected did in fact offer the promo when we reserved it. I have checked the website everyday since and it CONTINUES to show the unit with the free month promo (see photo).
I would appreciate if the regional manager or someone higher within the company would finally follow-up in a timely manner. Our next steps will be contacting the BBB and CB regarding this deceptive business practice.
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October 2024 by Shelly
Andrew the sales rep was extremely professional, personable and thorough. I definitely recommend this place ?
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October 2024 by Aminat Alli-Agboola
Andrew was professional. Attended with smiles and positive attitude. Explained everything clearly and help me settle in. Thank you
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October 2024 by Branova Siding
Andrew is the best!
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October 2024 by Charis Dick
Andrew was great! He made the check in process a breeze. Made sure all my questions were answered leaving me confident in choosing StorageMart.
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October 2024 by Luna Mar
I rented the storage online, went to check in and was welcomed with warm smiles. Must say best service so far, easy check in, the staff are so kind and helpful. The locker is a great size!
Overall happy
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October 2024 by Renee Everlasting
Ashley at 81 Arrow Road gave superb customer service when I was completing the process to get my new storage unit in-person! I also received amazing customer service over the phone with a Storage Mart employee (name unknown) when initially looking for a unit.
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September 2024 by Dylan Zhang
Very helpful staff helped me figure out what size I need
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September 2024 by Richard Batyi
StorageMart has been a great choice for my storage needs. The facility is clean, secure, and easily accessible. The staff is friendly and always ready to help. Highly recommend for anyone looking for a reliable storage solution!
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August 2024 by Ryan Nguyen (BachVlog)
The staff is very helpful
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August 2024 by Grace Clarke
Thank you to the team at the Arrow rd location for making this process as easy as possible. Amazing customer service!
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August 2024 by Dustin Schreter
Great experience. Andrew has been great with customer service
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August 2024 by Stephanie Sblendorio
Very easy move in and move out experience. Unit was clean and well maintained. Staff was friendly and helpful.
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July 2024 by Dave Blake
Excellent experience, I got a storage with them last week, I came back for a parking spot and they gave me a great experience again. They made everything easy for set up. They helped me out a lot. Before I left they made sure everything was in order. Will definitely recommend. Customer service 10/10
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July 2024 by Dalton Keen
Great experience , excellent customer service
