Public Storage — Local services in Cupertino

tldr: Newly renovated building, well-maintained, and Keoni is AMAZING and makes this place totally worth the higher prices!

It's my family's first time renting a storage unit, and after over a month of visiting numerous units in the Saratoga / Cupertino / Sunnyvale areas, we got a unit at this location last week and so far, have been unexpectedly delighted about the process and unit!

The first two things that stood out about this storage complex were also the ones that drove our final decision:

1. this building feels new, secure, and consistently well-cleaned
2. Keoni at the front desk is an absolute delight to work with!!

Going into this storage unit search, I was extremely skeptical that I would find even mediocre customer service and expected to be dealing with sales reps where it feels obvious that their only goal in the conversation was to get me to sign up for a unit asap. And I did find plenty of that in several storage locations.

But working with Keoni felt like I was chatting with a trusted friend! I went to each location with a measuring tape (to get the actual size of the units I saw, not just the "Estimated Size" the business provides) and a long list of questions (e.g history of reported break-ins or security incidents, history of reported mice or rodent incidents, cleaning and maintenance frequency, insurance coverage details, security camera coverage, move-in + move-out process overview + fees, moving cart availability, parking, access control + hours, climate control temperature and humidity details, wall and floor materials, payment methods / autopay, lease length / how long the price is fixed for, online account control, etc). In most places, a lot of my questions were brushed off or the person just said they didn't know.

But not Keoni! She patiently gave me the most thorough answers to everything, all with a smile and lots of energy! Even when she (inevitably) didn't know some detail, she would try to find out and call me back later with answers and/or give me the closest information she did know! She also proactively provides actual helpful information and answers questions that I'm thinking of but haven't even asked yet (e.g. the weird bumpy white stuff on the ceiling isn't some kind of mold growth, it's fire retardant and was intentionally added there!).

The only downside I've seen so far about this location is that the prices are higher, and based on other reviews, seems like the prices are hiked by a lot after about 6 months. But personally, if we can continue working with Keoni there, and the building's cleanliness continues to be how it is, the higher prices definitely feel worth the peace of mind you get from quality facility...

I just set up an account here and I was helped by Keoni. I don't write a lot of reviews so when I do write one, it means I went through an experience that really stood out. Keoni was extremely helpful and on top of things, very energetic, and very personable. She knows the building inside and out and we were able to strategize the best location for what I was trying to accomplish. I also want to add that when I arrived she was on the phone with a customer who had an issue and was upset, and I overheard her handling the interaction very well, acknowledging the customer repeatedly, maintaining her composure as she explained options, and moving towards a solution that considered what they needed. Throughout this call, she took moments to check in with me and another customer and repeatedly let us know she would be right with us, so she did not leave us hanging. I appreciated that a lot because typically customers will be ignored when an employee is dealing with an issue. Keoni then focused 100% of her effort towards us when it was our turn and I was able to get into a great unit at a great deal. She also walked me up to the unit and made sure everything was prepared for me on the spot so I could start moving my things in right away. The entire time she was very upbeat and easy to talk to. I strongly recommend this location because the employees are on top of their jobs and they are focused on customer service as the first priority. If I was still a manager in retail I would be recruiting her right away and/or offering her a competitive salary to keep her as an employee. She is one of...

The location and the storage itself are good, people working at the location are nice, but the company uses some shady practices and in dire need of a class action lawsuit.

They lure you with prices cheaper than the competition and $1 first month special, but then they try to rip you off every step of the way. They start with $29 fee to "set you up in the system" and to process "optional" insurance they own and underwrite that they are forcing you to sign up for because there is no other way to book the unit. Then there is $19.99 lock fee. They charge you on the 1st of the month for the month ahead even if you rented yesterday and already paid for a month and threaten you with a late fee. If you vacate before your full month is up good luck getting your money back that they forced you to overpay, such as if you moved on 15th of this month or any month and moved out on 14th of next month, they are going to charge you for month and a half. If you move to a larger/smaller unit they will hit you with another $29 fee to "set you up in the system" when you already set up because you are booking it from your existing account. And even though they charge you as a new customer, they will not give you that $1 first month with it... But wait... they can "waive" that $29 fee to "set you up in the system" if you come to the office and agree to pay higher rent than you can see online... Oh... and after a few months they will raise the rent!

PM me if you are an attorney that wants to take them on!

If you have to use them do not go...