Empire Storage — Local services in Heartland

Excellent customer service! When moving in. My issue is after moving out I paid for the full month but moved out on the 7th. and was told they don’t do refunds; and then was told they didn’t Know I had moved out which is a lie since I rented the U-Haul from them. then I was told I needed to give a 7days notice which I did since I paid the storage the end of July, and the leasing manager called the next day to let me know my apartment is approved, therefore I notified ES when I would be moving out. So because this is a family owned business and I will not receive my money back which is a scam within itself. So, FYI: if you are thinking about renting from them DO NOT pay in advance. I am also reporting this business to BBB.. they shouldn’t be allowed to keep people money period. Hopefully this will help someone. And I get this text August 24,2025 Empire Storage Crandall has accessed your unit. This is because: 'Tenant locked phone in unit' My response: I'm not a tenant effective august 7th. So they rented the unit while stating they didn't know I...

Everywhere it says 24/7 access is misleading. It is ONLY 24/7 access AFTER you already buy a unit which then you are subject to an extra 25$ a month fee if you'd like to get into your unit on a Sunday. I understand that this is like, a family owned company, but how underhanded is it to put something like that in a fine print only after you'd already spent money on one of their units? That's all beside the fact that it's weird not to have 24/7 access to a storage unit you pay for anyway. Weekends are a prime time for people to visit a storage unit as we work during the week. They have no 24/7 customer service line, and when I left a frustrated voicemail, they ended up texting me from a personal number to finally explain their backwards policy and to call me nasty with absolutely no concept of grammer or correct spelling. Don't even bother with this place. To have everything on an app/Bluetooth, this place is...

I’m specifically leaving this review to commend a phenomenal employee named Julian, he had amazing customer service and felt the sense of urgency, myself along with other waiting customers were feeling. He was alone at the front desk and was assisting myself and another customer at the same time, and doing a great job with the both of us. Even after the other woman was finished being helped he continued to assist someone else looking to get a unit, and at the same time was helping me and a friend rent an auto transport. He even was answering multiple different phone calls while still assisting the both of us. Kudos to you Julian I hope your hard work is compensated well thank you for the...