Rented a storage unit, they lost my paperwork, made me redo it, charged me a late fee due to losing my paperwork that had auto payment on it, said they would refund me, referred me to a supervisor that said they wouldn't refund me the late fee, changed their minds and said they would refund me the late fee, and 3 months later I still haven't received the refund. Will not rent from again.
tl;dr Storage unit: 9/10, Customer service: 1/10, Manager literally called me a dick and laughed in my face when I said that was unprofessional. In terms of product, it's a storage unit. There really isn't much to be said about storage, it's where you are putting your belongings for a given amount of time. In terms of service, however, Madison Secure Storage was a disaster. It is run solely by an older man named Sanford who is unpleasant, to say the least. When we spoke over the phone I specified I only needed the storage unit for the month of August, but would not be able to move out until the first of September. He begrudgingly accepted and asked that I come over to sign the paperwork. I thought I was signing the lease and reserving the storage unit starting in August; in reality, however, Sanford forgot to mention that I was paying the prorated month of July as well. I said thank you and left stating that I didn't realize that when we spoke on the phone and would come back later if I ultimately decided to rent a unit. Having wasted a half an hour picking out a unit and waiting for him to field phone calls, I just wanted the process to be over. So before I drove more than a few hundred yards, I decided to go back and just pay the prorated month of July. When I went back I was greeted rather harshly. Calling me a "dick" and he demanding I "get the hell out" of his office, I was taken aback. I told him that as a customer I don't appreciate to be spoken down to, which took him by surprise; he wasn't expecting me to stand up for myself, I guess. After listening to him complain and then painstakingly read the entire lease (with needless examples of what not to do for numerous stipulations) it was finally time to finish this ordeal. I signed the lease and took my copy. As I was leaving, I explained that I didn't appreciate being called a dick and that he shouldn't talk down to his customers. He said that he told me I was a dick because I was being a dick. When I told him that that wasn't very professional, he literally laughed in my face.
I completely agree with all of the other negative ratings about this facility. The owner/manager, Sandy, tried to get more money out of me by changing the unit size on the lease because he "thought I needed more space" (he had no idea how much stuff I actually had). I called him back and had to leave a voice mail, stating he needed to change the unit size back to the smaller of the two. He never called me back, so the day before moving, I reserved a unit at UHaul instead. When I notified Sandy I was going with UHaul, he sent me a very unprofessional email in return. Save yourself the stress, aggravation, and money, and go with another facility!
The owner of this place is horrible, he likes playing games with tenants to get more money. If you loose your key he "claims" that was the only key but gives you a key code that you can bring to the hardware store to get a new one cut. Well. . . the key code he gives you is for another locker which he needs a key for. He fully knows the key won't work on your locker but expect you to leave the non-working duplicate you just made with him. Then he drills the lock for you, pretending he's never done it before. Of course, extra charges are just stacking up.
Don't expect to get much of your deposit back either.
Great experience! Friendly staff and very affordable!
Prime Storage is a US Storage based in Madison, Wisconsin. Prime Storage is located at 2520 Ski Ln, Madison, WI 53713, USA.
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