ComplaintsforXYZ Storage Corporate Headquarters

• Initial Complaint

  09/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I put items in a storage unit at 1 Laird Ave. It was temporary until my daughter found a place to rent. The day before I was to move the things out, I filled out a move out form. I live 4 hours away from the unit so I hired a moving company to move my daughters stuff. My daughter and the movers got to the premises at approximately 7:30 am When my daughter tried to access the building she was denied. She called me and I told her keep trying as their ad clearly displays 24 Hour access. Here, I have my daughter waiting to gain access and I am paying the movers by the hour. We kept calling the number trying to reach someone. We left messages but no one called back. Thankfully, someone showed up early to work at 8:30am so she could get in. He was not going to let her since they don't open until 9. I paid the movers an hour and 15 minutes to just sit. XYZ Storage says they pride themselves on 24 hour access. This is definitely ***** ***********. I was in contact with a customer service rep, she told me to email her my concerns, which I did. She stated that my concerns were valid. I hadn't heard anything for 10 days so I called. She was very **** to me. I also asked for my prorated refund as I did not use the storage for the full month. She said why didn't I fill out moving form, which I stated that I did the day before my move. She told me usually someone goes back in to check for move out forms. She also told me that people don't move out after hours. She didn't say you can't. Unfortunately, you can't move out after hours unless you apparently contact them. Nowhere on their website does it say that. I am seeking my $173.75 for the hour and 15 minutes I paid the movers. I also believe they are using ***** ***********.

  Business response

  10/11/2022

  Good Morning *****,

  We appreciate you taking the time to express your concerns with XYZ Storage and apologize for any inconvenience this may have caused.

  Our number one priority is our valued customers and it would be my pleasure to speak with you and personally address your concerns.

  I believe our team, had been in contact with you regarding this issue, and the last conversation we had was yesterday.

  Despite this, I am eager to chat with you, Please reach out to me directly at ************ extn. ***.

  Best, ******* *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩