Stack & Store Self Storage — Local services in Havre de Grace

UPDATE #2 - I’m officially impressed! Not only has our unit remained clean after multiple snowfalls, but the office staff has been outstanding. When the county had to repair the road at the entrance...blocking access...the staff proactively kept me informed before, during, and after the work was completed. They even provided an alternative entrance and exit without me having to ask. That level of communication and service makes a real difference. Bumping my rating up to 4 stars!

UPDATE – The General Manager personally reached out after seeing this review and was sincerely apologetic. She explained that she often shovels many of the units herself and acknowledged the situation should have been handled differently by the customer service representative. Understanding our frequent use of the unit for business, she assured us we'd be added to a priority list to ensure proper care after public walkways are cleared. She also offered to re-salt our unit. Assuming this commitment is upheld moving forward, I find her response reasonable and appreciate her proactive efforts to resolve the issue. – Stay tuned.

I’ve been a loyal customer at Stack and Store Havre de Grace since summer of 2024, and I’ve rented storage units for over two decades for my business. My overall experience was great until now. We had our first snowstorm of the season yesterday, which ended by midnight, and I visited the facility today. The lot was still in rough shape, and there was no sign of anyone returning to finish clearing it.

I understand snow removal can take time. Sometimes contractors do a few passes and then come back later to do detail work. I entered the office to inquire if the snow removal team is returning (and if so when) or if staff would handle it.

Instead of offering any reassurance, the front desk told me, “It is what it is.” The staff was polite, but showed no concern about the trouble this caused or the fact this is the worst shape I've ever seen a rental unit in the decades of I've been renting them - especially for only a max of 5" of snow.

They didn’t care if I said I might cancel my units or if I mentioned my perfect payment record. They offered no solution whatsoever.

I asked to speak with the General Manager and was told I’d have to come back tomorrow. When I wondered if there was a district manager or owner, I was met with a shrug and told to wait for the manager. This experience was awful, especially when everything else here has been smooth until this point. It is apparent they don't value customer's time, safety or business.

Pictures included showing the large areas left unaddressed.

This is far from the level of service I expected.

I’ll think twice before recommending Stack and Store Havre de Grace to...

Back in late Jan 2018 I wrote a review where I praised Stack & Store Self Storage in Havre de Grace. This time I will not be so glowing in my review. In January I had only one storage unit but in late Feb 2018, I ended up getting another storage unit at the same place. Units G25 and G30, just 5 doors apart. On May 31, I reclaimed the items in both units and placed them in my home. This is where the problem begins. Most of the items in unit G30 were damp/damaged/moldy. The boxes were mushy. The furniture had mold on the bottom of the legs and pedestals. None of this happened with the boxes and furniture in unit G25. They were identical units in size. Both had no climate control. I called to express my concerns. The owner calls back the following day (or I believe it was the owner) Whoever the man was he apparently was the manager of Thalia and team. He is who I have a problem with. It is not Thalia and the others who manage the self storage facility. Thalia and staff have always been wonderful. The owner gave several explanations as to why G30 items were damaged. For each reason given for G30, I then asked, "Well why didn't the G25 units get damaged. He could not provide an answer. To me there was no plausible reason that unit G25 items were fine but G30 was not unless G30 had water in the unit. The owner said there was no evidence of water/moisture. That is not what the employees of the moving company told me. Bottom line, the owner claimed no responsibility and it was clear he was not going to make any full or partial reparations for the damage to the items stored in our boxes or for the mold and damaged furniture from unit G30. So with that future customers, be forewarned. If your items are damaged by water/moisture you will most likely receive no compensation. Perhaps pay the extra for a climate controlled unit, although, as stated, my G25, non-climate control unit stored my items for 4 months with no problem. G30 stored items for 3 months and we had many problems. Again, Thalia and team were great. The person above them,...

This place is archaic in systems. If you are late in your payment, and still paying all their fees, they will lock your ability to pay online. They will also lock your ability to pay through a call center. It doesn't matter if you are paying in full, you will have to actually wait until the place is open to pay. Paying online or paying by talking to an actual human at their very own call center is not enough. They will make it very difficult for you to pay. Even though they are making more money off of you.

Oh, and how about this? If you move, and email them that you have a change of address, that will not be enough for them. You must fill out their specific form, or they will charge you a FIVE dollar forwarding fee for EVERY piece of mail they send you. This is after you've emailed them your change of address. You have to fill out their paper.

So if you're wanting a place to not think about your storage, even if you're willing to pay late fees, don't go here unless you want to jump through hoops to pay and follow their...