Overall good, but for one BIG cust service error
Based on my recent conversation with a customer representative, the reason I have decided to move out of Unit D22 in Farmington seems to have been well documented, first by the representative I spoke with Sunday, March 29th at 3:43 p.m. to report the incident, and again when I called to schedule my move-out, which was Thursday, June 25th at 5:44 p.m. The female representative I spoke with Thursday cited the incident, which told me it had been documented. I will explain here, as well. I rented the unit to store my vehicle. After parking it, I would be walking out on foot. I had called to explain the situation and confirm that I would, in fact, be able to exit on foot. The customer service representative told me that I would. I wanted to be certain, so I asked him a couple more times during the conversation. Each time, he assured me that I WOULD be able to. HOWEVER, on Saturday, March 28th, when I parked my car and walked to the gate, I was NOT able to get out. I also was unable to reach anyone in customer service because they had closed.
*** A customer service rep should be available at ALL times that a customer has access to the facility, for this very reason. ***
There was no one around to assist me, so I did the only thing I knew to do at the time, which was to call the police. Two officers arrived and assisted in getting me out, which not only was embarrassing, but created a lot of stress that I wouldn't have wanted ANY time, but especially not then, for I was departing at 4:30 a.m. the next morning, heading out-of-state for orientation with a company I had just hired on with. I have rented from other secure facilities, which have always utilized a system for secure entry AND exit. I WILL SAY THIS: Any time I have spoken with a representative, they were ALWAYS professional and accommodating. The aforementioned is the ONLY reason I did not give customer service that 5th STAR.
Recommended Yes
price3/5 (fair price)
service4/5 (very helpful)
cleanliness3/5 (average)
- Deborah Adams
