Complaint Review: Manhattan Mini Storage - New York New York

I have had the worst customer service experience in my life with Manhattan Mini Storage.

It started when I was between apartments and needed to store items for one month (31 days total).  As soon as I arrived at the facility, the representative on site, Steve, insisted I need a larger (and obviously more expensive) unit than the one I had reserved.  Luckily I had two movers with me, who measured the space and concluded that Steve was trying to haggle me for more money so I refused .

I reserved the unit on the 15th of May for one month's time and paid a deposit, as well as a fee for 30 days use.  I knew I would not be returning until the 16th of June to move my belongings out, so I asked if I would be charged for one extra day or how this would work.  Steve assured me that I would only be charged a one day fee of $6.

Imagine my surprise when I received an automatic charge to my debit card on the first of June for $96.  I called Manhattan Mini Storage and explained the situation.  They advised that this was an automatic monthly fee incurred at the first of the month but since I was only using the facility for one month and a day that I would be returned $90 when I checked out on the 16th, along with my deposit.

When I moved my belongings out on June 16th, the same Steve was there to check me out.  1) He advised that I was told the wrong thing (odd, since he was one of the two people who gave me this information) and 2) Had me fill out a form to confirm the return of my deposit.  I pointed out that the form included my former address, so Steve had me fill out an address change form and advised that I would receive my deposit in 7 to 10 business days.

Two weeks later, I had not received my deposit back so I called the facility.  The representative I spoke to (whose name I cannot recall) advised that my deposit had been sent a few days after I checked out, so I should have received it.  I questioned where the deposit had been sent and she advised my previous address.  I explained that I had filled out the proper paperwork including my new address.  She apologized and said she would have to confirm this and told me she would call me back.  I cannot recall if she called me back or if I had to call her back, but I spoke to her again and she confirmed that my change of address form was in my records and she would cancel the check and have a new one issued.  I asked if it would be easier just to have the check mailed to their facility where I could pick it up (since they clearly have an issue sending things to the right place).  She advised that she would check on that and call me back.

Not hearing back for a day, I called again and to my delight, the infamous Steve answered.  I quickly explained the situation, pointed out his error and asked if he could confirm where my check was going.  He had me re-state my new address and advised he would call me back to see if my check had been sent there or to their facility.

Imagine my surprise when I never heard back from Steve.  In the meantime, I had checked with my forwarding address when I was between apartments as well as my former apartment complex to see if the original check had been sent to either location.  Shockingly, neither had received the check.

I was so frustrated that I just gave up on ever receiving my deposit back.

Around August I decided to call the General Manager's office to explain the situation.  I left a message and never heard back.

In late September or early October, I decided to call the facility itself again.  I spoke with a very nice representative, who advised me to email the company since it was a Saturday and there was nothing he could do but he was shocked I still had never received my deposit.

I emailed and to this day have not heard anything back.

Yesterday, October 29, I called the General Manager's office again.  And in over 24 hours, have still yet to hear back.  I'm noticing a trend here.