Public Storage

***Since I wrote the review, the District Manager contacted me and verified that the unused month was going to be refunded, though not immediately. I never heard back from the Regional Manager, but at least I heard back from somebody locally and from management. I did wait a little longer than what I was lead to believe in receiving the check, but at least it arrived.***
I would have loved to given this business rave reviews because the entire experience was wonderful… that is, right up to the end. Getting in was easy, all questions were answered promptly and to my knowledge, sufficiently. Well, sadly, things went sour as we were trying to determine when we were going to be able to vacate our unit, which I stayed in touch with the office letting them know of our circumstances.
It was our hope to be out before the end of December, which of course was already paid in full. In fact, I had the account setup on autopay, which it took out from my account at the same time every month and never once went into the negative from the time I moved in last July. Well, due to timing issues resulting from the weather, we were unable to get all the way ready in order to empty the unit, as anticipated. This, again, was communicated to the office and I was told not to worry, that we had the first six days of the next month where we would be pro-​rated the unused time after the unit was vacated. Given the nature of not having any prior issues, I went ahead and made the last payment online manually and let the office know.
Here’s where things get weird. We have had hired help working on things around the house for the past few weeks and used them to empty our storage unit. My mother-​in-​law spearheaded that project and showed them where it was on Tuesday January 5^th, which was still within the threshold of being pro-​rated. She later told me that when she went to return the lock, she was advised to keep it, that I had paid for it to keep, which was true, but he then said that he couldn’t process the checkout because the computer was already shutoff. I called the next day on my way to work asking what needed to be done regarding the checkout and was told that everything had already been handled and that our pro-​rated refund check would be mailed to us in 4 – 6 weeks. Slightly flabbergasted, I asked why I now have to wait that length of time versus getting it refunded to the card I had been using all along? His answer was because of the one day difference of my call falling on the «sixth day». I explained that the unit was actually emptied the day prior, on the «fifth day», and that an attempt was made to check out, but we were advised that the computer had already been shutoff for the day. So now we were being penalized strictly due to one day’s difference because somebody prematurely ended their day.
I have since made several attempts at trying to reach the Central Florida District Manager, but have only been successful once in talking with him, but it was brief due to the fact that I was at work. When he originally returned my call, it was from a «restricted number», which I purposely didn’t answer. I didn’t know it was him returning my call until he left a voicemail, and then us playing phone tag a few times before actually speaking and then he reiterating the 4 – 6 week cutting of the check from their HQ in California. I later followed up with their Customer Service department, which was a horrible idea because I spoke with some of the rudest people I have ever dealt with in dealing with a call center environment. One gentleman actually got so candid with me, even from the beginning of the call, that I reminded him that he was not going to speak to me in such a brash tone. Customer service, however, now tells me that I will not be getting any money back. I wasn’t expecting a full month, but a pro-​rated amount of the remaining unused month, which I was promised would happen, but now I’m being told that I’m getting nothing.
First, I find this lack of empathy and customer focus absolutely appalling, but also to not have it as a no-​brainer to make this right, given the fact that they have never had an issue with me as a customer, be it with payment, as each one was already made in full and on time. And also, they never heard a peep from me, until now that is. My advice, don’t trust them when they talk to you about money. They’ll apparently snake their way out of doing the right thing. It’s sad because this review could have been such a complete 180.

Alfredo was such a good help and so polite toward me and my brothers storage needs. Definitely recommend!!!

27 221 (Alfredo) was extremely friendly and helpful. You can’t go wrong going to public storage at 1625 State Road 436 in Winter Park!