ComplaintsforGuardian Storage

• Initial Complaint

  07/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been renting a storage unit from the Westminster, Colorado location for a few years. December of 2020, I could not remember the gate code to get into the building. I called the number supplied on the door of the building since no one was present during the middle of the day. The lady I spoke to on the phone gave me a temporary passcode to enter and exit, after which she said the manager would email me or call with a new permanent code. To this day, I have not received a code to get in. I've let message after message with the manager, no return call, email, or text. I've called the help number on their website, no help at all. I've tried contacting corporate, no replies and no one to talk to. I'm paying for a unit I cannot enter and this must be resolved before I take further action.

  Business response

  07/15/2021

  Below you will find notes starting from July 3rd to July 12th. July 3rd was the first time we were notified that ******** was having trouble accessing her unit. As of July 6th we were able to verify identity and provide her with information on accessing her unit. As of July 13th, ******** has collected all of her items from the unit and vacated it. We feel this issue is now resolved.
  
  7/3/21 4:08PM, Note in account left from KF(Kayleya ********, Associate Manager at Westminster) Customer “Called to make a complaint about her payment and that she has contacted her attorney over it. I tried to let her know that Mark was not in and I was only an associate here, but I would give him a message to get back with her. She cut me off as I was saying that and started screaming at me. She would not let me get in a word in as she continued to scream. She was only seeming to get worse so I told her goodbye” at that point Kaleya disconnected the call and left notes for Mark, the Property Manager of Westminster, who would be in Tuesday afternoon.
  
  7/6/21 11:32AM, Selena(Associate Manager at Westminster) was out doing property walk. Selena came in to ******** and another customer, the other customer seemed to have been in before ******** so Selena helped that customer. Once finished she offered to assist ********; ******* requested her access code, after verifying her identify with her driver license Selena gave her the code and asked if there was anything else she could help with. At that point ******* made the comment, “Do you guys answer your phones?” After Selena ask for clarification ******* explained that she’s been calling in today and since December trying to get her access code. Selena explained that morning she was doing a property walk to check the units as we usually do that after the weekends to ensure everything looks good, as to calling in prior we are very good about leaving notes and the only note Selena had seen regarding this was from 7/3/21 from another associate Kaleya.
  
  7/6/21 2:23PM, Jason Z********, one of the area managers out in PA, where corporate is, received a message tried to call and was unable to leave a message because the mailbox was full and not accepting messages at this time.
  
  7/6/21 2:29pm EST, Jason Z******** Emailed;
  Hello ********,
  
                  My name is Jason with Guardian Storage. I just tried to reach out to you in response to a voicemail you left our Corporate Office. It seems you are having an issue with accessing your space. If you can give me a call back I am hoping we can resolve this situation for you.
  
  Thank you and hopefully we can handle this for you quickly.
  
  7/12/21 ******** has vacated the unit and is no longer a tenant with Guardian Storage Westminster.

  Customer response

  07/15/2021

  
  Complaint: ********
  
  I am rejecting this response because:  After waiting over five months to have someone contact me to get into my locker, I could not reach not one person.  No one answered the phones.  No one called back when I did leave messages.  Yes, home office finally sent an email to me, but it did not help.  I had to take a day off work to get in my locker.  And as far as the lady responding to my complaint, on the phone she claimed she was an assistant manager and would leave a message for the manager.  I had already left a message for the manager and still no call back.  of course I'm mad.  For months I could not get into my locker until I actually went into the office.  That's ridiculous and bad customer service.

  And the excuse for a property walk.  Fine, did that take three hours?  I don't think so.  I made many calls that day I finally went into the office.

  Bottom line is the service at Guardian Storage is the worst I've ever seen or dealt with.  How hard is it to return a call??  

  Yes, I moved out of the locker and it was the best decision I've made.  
  
  Sincerely,
  
  ******** ********** 

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