Integrity Self Storage At Mcgees Crossroads

Rating:

2.0

Lack of integrity was in a unit for nearly 4 years. The facility itself is clean and easily accessible. I must say my customer experience the weeks leading up to moving out were alarming and honestly nothing like I’ve ever experienced being on both sides of customer service. Two weeks before I moved out, I had to speak with Talia about the status of my unit and getting back on track she was very helpful and understanding on this conversation. A few days later I called back and spoke to an Enon, Anon, (not entirely sure) The conversation started with me inquiring about my unit status and the next steps that were to be taken. His tonality and delivery were condescending in tone and he stated he would cut the lock on my unit that day. Not only was this information not what the communication that was sent to me stated, but he began to make statements about me attempting to make “a partial payment”. This simply floored me as I was simply trying to communicate and catch up, again I’ve been a customer for 4 years. I asked to speak to Talia and he stated “You can talk to her, but she’ll tell you the same thing”. He then proceeded to tell me “I have the authority to enter the unit when I want”. I referenced the communication’s deadline and he began to recant his statement. I have never gotten into an argument with any one person at an establishment. This was not only unprofessional, condescending, but it was disheartening, and alarming if he handles people as he did on the phone the two times we spoke. I had to ask him to not cut my locks as I was making a payment and to notate my account. He sighed and agreed after arguing. Two weeks later, I’m caught up, but moving to a unit much closer to home, again that was the only bad experience I had until I actually met Talia. I was able to rent a truck and a nice woman assisted me( I didn’t catch her name) but she passed the transaction to Anon. I noticed him taking a photo of my ID with his personal phone. The woman that initially helped me stated that they submit customers info through a portal via their phones. While this isn’t a business practice I’ve ever seen, or would fully trust , I followed the process. I was able to meet Talia as she was cleaning out the truck. I greeted her, thanked her for kindness over the times we spoke and began packing my unit. I got to loading at 1pm and I was ready to check out at 4:45pm. I asked Talia to help me check out and this interaction was a 180 from our previous communcations. While walking to my unit she states “I won’t check you out until tommorrow, you have to have all your things out. I had three items that I explained to her I was taking down to the truck as we walked back down to the office, as we walked back down stairs. She then says “Well I won’t “know that you “actually” moved out and off the premise’s.” While I’m aware of the nature of the storage rental business, the tonality was not only a flip from our interactions, but the tone was accusatory. I reiterated that I was taking the items down and her reply was “I mean, we have cameras, we’ll know whether you actually moved out or not” I can’t understand why I was being spoken to that way and why I would have to make an additional trip the next day. I returned the vehicle that same night. We walked past one of the 3 items that was set up by the elevator to be moved and she points and says “And you’re going to move this out……today??” the tonality was dismissive and I replied “yes, as we walk back down, I’m taking this with me” . When we get to the unit she says well I’m still not checking you out until tommorrow, How do I know you’ll be moved out, I said “That’s what the 26ft box truck is about”. She displayed a facial expression of disbelief that I could move three items out before close of business. I said “it seems like we’re arguing and I don’t know why” she agreed. And I stepped back as she entered the into the unit and she didn’t look at the unit and walked off. While I was asking about the status of moving out. 7 mins later I move the items and walk into the store. She walks past me, to her desk, says nothing. I had to ask her to check me out again. She says “I need to make sure you’re actually out. The unit was clear. This experience was baffling. I had to ask for documentation verifying that I’m out, After being rudely told that “we don’t don’t prorate, that’s why we don’t give 30 day notices” I’m not sure if that’s universal knowledge, but I said okay, send me an email acknowledging I’m out. She said “I’ll send it” and I expressed I’ll wait until I receive it. Once I received it, I expressed that she and Anon are NOT professional AT ALL. And left. I will say a nice lady there offered me ice pops and water. I will say the facilities are solid. I must say be advised on the customer service. There is nothing integrous about how these two individuals handle customers.