I wish I had done my due diligence before getting a storage unit here. I called their 800# because I thought my payments were set up to automatically be deducted from my credit card.
No one ever explained this has to be done via the website. I called when I received the notice my payment was late. I was charged a $60 late fee. When asked if it could be waived I was told "no".
When I asked to speak to a manager I was told they were just going to give me the same answer "no". Obviously, for the representative, who was very pleasant, to tell me this information she had to have been given specific instructions to not allow the waiver of late fees. This directive had to come directly from corporate. I've worked in the customer service industry for over 23 years and while you can not accommodate or please every customer, meeting them half-way speaks volumes.
If it would have been offered for me to pay half of the late fee then I would have looked at them as wanting to make amends however there was no interest in building that bridge. So for a $60 late fee you have lost a repeat customer and everyone I know looking for storage I will not recommend Public Storage.
It's unfortunate when a company views their customers as just a means to getting them to their bottom line. With these types of policies in place you will always be in the business of looking for new customers because many of your customers will not return.
Product or Service Mentioned: Public Storage Storage Unit.
Reason of review: Problems with payment.
Monetary Loss: $60.
Preferred solution: Price reduction.