Complaint Review: Public Storage

July 12, 2013 

In early February 2013, we knew that we needed to move from our current apartment. To lighten up the load of the move we needed to take some of our things into our storage unit. We thought this would be a good time to change storage units as the one we had was a little too small.

I responded to a public storage ad on the Internet, and went to see the unit at 1955 Lafayette St, Santa Clara, California on Saturday, February 2, 2013. I informed the person that showed me the unit that I was not sure that I would move in but would let them know, as I needed to find out whether I was able to move out of my current facility during the first two days of February, without penalty. I called later on that day and stated that I could not find out whether I could move out of my current storage facility until I could reach someone there on Monday.

I was instructed that I should fill out the Public Storage on-line form right away or I would lose my place for the special price that I was seeking. I filled out the form.

The next day, Sunday, February 3, 2013, my wife and I came down with severe flulike symptoms. On Monday, February 4th, I called my current storage facility and was told that if I were to move without penalty, it would have to be before the fifth. At that point, I knew that we could not possibly do so in our current state of health, I called public storage and informed them that I was not going to be able to occupy the unit.

Two weeks or so later we noticed that we had been charged for the unit at public storage. Since we never went there to occupy the unit, nor put a special lock on the door that is required to do so, we were quite shocked.

At that point, we were nearly ready to move to our new apartment, and didn’t pursue the matter until after we were moved in and settled. I called and got the national 800-number and explained my problem. I was told that the manager at 1955 Lafayette St, Santa Clara, California public storage would call me. He did not. I do not remember whether or not I was able to get through to the local facility or not, at that time.

This happened two or three more times, the most recent a few days ago. I was again told at the national 800-number that the manager would definitely call me. I waited several hours and receive no call. The next day I called the local number and was too early, so I left a message stating that I would not be at my home all day - but could be reached on my cell phone. I pleaded that they either call me on my cell phone or leave a message on my home phone stating why they seemed to not want to discuss that matter. Were they satisfied to keep my money for a unit that I never occupied? Again there was no response.

I will soon be a 80 years old, and my wife is also senior. We are suffering financial problems and public storage has been made aware of this fact. To keep our money under these conditions is unconscionable. For Public Storage, at 1955 Lafayette St, Santa Clara, California, to not even grace us with an answer to all of our phone calls is beyond unreasonable. It is shameful!