STOR-N-LOCK Self Storage — Local services in Hurricane

I have struggled with writing this review for a few weeks now. Being a business owner myself, I don't take the act of leaving a bad review lightly.

That being said, I feel potential customers for this business should know how Stor-N-Lock has treated my family.

We recently moved across the country. In doing so, our initial plan for storing our belongings fell through and we were forced to make a rushed decision to place all of our belongings into storage.

A few days after we got everything moved in, the area received a large amount of rain. Unfortunately, the drainage system at this particular storage facility is not capable of handling the run off. Keep in mind that the immediate area around the facility did not flood, but the parking lot did. Store-N-Lock had only one job - keep our belongings safe from the elements. The drainage system is insufficient to handle the amount of rain received during the "monsoon" season here. The units that sit at the lower end of the property all flooded while the insufficient drainage system was failing. This left about 6" of water in our unit, affecting everything it touched, including 5 TV's and monitors that were purposefully placed on the ground, a large pile of my wife's leather boots and shoes, tons of clothing, furniture, printed papers, etc.

We were not notified that the unit had received flood water, even though some other units were notified. Had we known there was a water issue, we could possibly have saved some of our belongings. As it was, I only learned of the damage several days later when I stopped by the unit. Then, I discovered a substantial amount of mold throughout all of our belongings, including a ton of my wife's teaching materials which were all stored in this unit.

Luckily for us, we did have renters insurance. However, unluckily for us, renters insurance does not cover "ground water", so ALL l of the liability fell onto us.

When we approached Store-N-Lock management about the situation, we were repeatedly told that we forfeited away any rights when we signed the waiver, which they said shielded them from any responsibility. The extent of their assistance was to offer a list of movers who could help us move our stuff out of the storage unit (and offer cardboard boxes to repack). I can honestly say I have never had a business be this impersonal and unwilling to fix the issues they caused.

To be completely transparent, I think there are a couple of faults here:

1. The processes put in place by Store-N-Lock corporate prevents the local management from acting like human beings and actually caring about their customers.
2. The local management was not willing to report my concerns to corporate and was more concerned about protecting their own jobs. If the previous issue above was not an issue, corporate would WANT their local management to communicate with them on matters like this.

Had this facility been designed with a sufficient drainage system, this would never have been an issue. As it is, we have had to discard quite of our things that we just moved all the way across the country.

We have been blown away with the great welcome we have received in this town. However, our relationship with Store-N-Lock has been just the opposite and a huge black eye on an otherwise impeccable experience.

There is no way I would ever trust another Store-N-Lock facility after this experience.

In full disclosure, since the incident, local management has provided an additional storage unit for us to spread some stuff out, for which they will begin billing us for in two days. However, we did have to hire movers to come in, move all of the stuff out, place pallets below everything, and move it all back in.

If you rent here during monsoon season, I HIGHLY suggest you get flood insurance on your belongings as your things will definitely not be protected from "ground water" here. I was told by management that they would NOT be making any changes to their drainage system due to this incident, again not providing the expected service.

YOU...

To start: A lot of these reviews are from the two women in the offices asking to get good reviews to meet their monthly quota for google reviews. Although this facility is clean and well kept I will never rent from them again because how you are treated is such a big deal … I will take my business to another clean and well kept facility there are plenty in a better location. This all started over a petty text message that was sent on Easter Sunday … common sense after a long trip it was hot in this area the cars A/C is broken I don’t think if your on the phone resting in your car would be such a big deal and like the manger stated “they looked at the cameras” and would have noted that this “resting was NOT prolonged this was on Easter Sunday” Yesterday I called upset and had the unpleasant moment to speak to the manager She cuts me off in the conversation and this escalated things very quickly mind you I was not being rude I just raised my voice to match her energy because I had to talk over her when she interrupted in the first place and I asked her to let me finish speaking she then tells me she will hang up and actually hangs up which was so uncalled for This is a manger instead of deescalating the situation she escalated things twice. I tried calling again and she would not pick up so I left a message She then calls my mother stating she would not speak to me but then she calls my phone (number I left a voicemail asking to speak to her manager) but after interrupting, hanging up on me and not answering “because you didn’t want to talk to me” then I no longer want to speak to such person with behavior like this because the reality is I stood up for myself She was being petty and by not allowing her to talk over me she hangs up very narcissist behavior she sounded genuinely so in shock and forgets to take accountability for what really happened So yes I no longer want to speak to you Either I can pay another storage to keep our...

I cannot express how unsatisfied I am with the experience I had with this facility. Nonetheless, I’m going to try. The two individuals at the front were unprofessional and extremely disrespectful. The business hours were posted on the glass window in front, but the door was locked. I had reserved my unit in advance and my truck had a trailer attached to it and I was trying to unload as quickly as possible because I had places to be. The woman after blatantly disregarding me for about 5 minutes, finally opens the door, she looks me up and down and proceeds to make a brutal comment. I ignore it completely and continue with business because I didn’t have time to deal with her lack of communication skills. The man whom was standing next to her, starts getting visibly upset. “You need to move your truck, you’re blocking business.” His tone was hostile, for no reason at all. There was absolutely no one behind me and I was going to pay for the unit and leave as quickly as possible. I responded with, “I am business and there’s no one behind me.” He got even more upset and pretty much shouted at me “This is a busy place, so move your truck!” At this point I had already decided to take my business elsewhere. So I walked out and took off. I was completely offended and they were the cherry on my...