Keystone Self Storage — Local services in LaGrange

I give this business, ( if you would call them that considering how unprofessional they are) a 1 star rating only because I cannot give them less. The manager or owner Kim, is very deceiving and ignorant. I have always payed on time or early and when it came time to move out I gave them a months notice. With that being said I was told from day one that the due date wasn't until the 5th, and late on the 7th. Also have email saying this. On the fourth I was there as scheduled to move my things out. Only to find a lock on my unit. So I called Kim (who was extremely rude) and ask her why there was a lock? She then went on to lie to me saying they put locks on units the first day of the month to anyone who isn't paid. Which is completely false as I came up to the unit weekly and never once was their a lock on my unit. So I told her to charge my card and please come unlock as I told them prior I was moving that day. Well she then told me it would be 35$ for her to come remove lock by next morning, that she was in Cleveland for a social event. Even though via the website they was "open" for business. Come to find out no one was actually at the storage facility during business hours. Mind you at night there is no lights , is one of the scariest storage facilities I've ever seen. So anyways, Kim said as soon as she got to get laptop she would call me. A hour later I recieve a call from her and again super rude, so much so I recorded the convo, even told her I was, and she then out of spite said she didn't have to take my lock off for a week and since I threatened to to call Mike Dwayne( which she didn't even know who he was) she said she wasn't going to. Out of pure spite. And even said " it boils down to you Not wanting to pay your bill" which wasn't even due until the 5th. And was paid at this point. No I wasn't trying to skip the bill. Why would I pay for a month that I will not be there anyways. She then said it was in my contract, which I don't ever remember signing. And of course I asked for a copy and have yet to get. If the bill isnt due until the 5th and i was tbere the fourth...why would I have to pay for March 5th to April 5th if all my stuff was to be out day before? Knowing I was a single mother struggling as is and had a uhaul rented already. That night my kid and I slept on a freezing cold hardwood floor because she had all our possessions. He by the way got a cold from it. Needless to say it took my boyfriend to call her and apologize even though by no means was we wrong. So now I will be emailing her an invoice for the charges she caused me and I will be sure to Cc the BBB and the Attorney General as they have been contacted for this matter. The best part. I also sent them a copy of the recording. :) shady business hope no one else is effected by this horrible person! I most definitely want my money back. If not small claims...

I don’t normally post negative reviews because I don’t normally need to. We entered into an agreement with Kim to pre-pay for a year with a 10% discount. I have done this with other long-term contracts and on the few where there was a need to leave early never had a problem getting the balance refunded. Most organizations appreciate having their money in advance and provide the discount for not having to chase it down every month and for no other reason. In fact one of these places was another storage facility where we kept a boat that we ended up selling. We actually would’ve gone back to the same place if it were more conveniently located for the trailer. Within the first month of storing here, we ran into problems with trailers and old pickups loaded with burnt out car parts infringing upon the spot assigned to us. Looked more like a junkyard then a storage facility back there. One of the staff indicated that the owner of the junk had been asked to move it. Months later it was still there. They told us just to move down which we did. The next time we tried to remove our trailer we were hindered by a commercial truck parked in a non-designated spot. Once again we alerted one of the staff members. More than half of the time we could not get in and out of the facility without going over a non-designated 6” curb because of vehicles in the building in front of the storage facility blocking the true uncurbed exit. They actually did concrete work last year in the facility but did nothing to take care of the curb issue. We decided to move our trailer to a cleaner, more organized place. I called and the staff member agreed to end our contract effective August 19. I requested the two months unused of our contract to be refunded. Three weeks later, I get a call from Kim telling me that after talking to 50 other storage facility managers on an online forum, she did not owe us anything back since she gave us a 10% discount for prepaying. This just reinforces my statement that there is nothing in writing indicating that the money should not be refunded back to us. She also said that no one told her about the difficulties we were having. I suggested we should not be penalized by not receiving our refund as we reported our difficulties to her staff. (And I don’t believe it’s her staff). She started raising her voice to me and when I told her speaking in that tone was unnecessary, She did apologize stating that it is just the way she talks. When I explained to her that I was very disappointed that the problems that were brought to their attention were not addressed and this is why we left, she started raising her voice again ranting she’s in business for 42 years and multiple businesses… I have to admit I actually hung up on her. I guess two months of rent not refunded is a small price to pay for getting our trailer out of such a...

Horrible, horrible experience here. As I'm sure you will be able to see in the most recent reviews, our terrible experience has only been met with passive-aggression and nastiness from the owner. Save yourself, and do not store your items here. Myself and a group of college students left our stuff here for 6 months, with the belief that our items would be well protected by the "24 hour video surveillance cameras as well as [the] gated entrance." Not only was my TV stolen, but the security is so horribly managed that they were able to sort through the many (over 30) boxes to pick and slice out a speaker, an expensive winter jacket, a computer, LED lights, college-provided thermometers, complete and full sets of cutlery and plates and bowls, as well as a pair of boots. How can they still claim to have "extensive" security when someone could take the time to sort through all of this stuff with no problem? COLLEGE STUDENTS DO NOT RENT. Our boxes, being sliced open and rummaged through, were also covered in rat and mice excrement, were wet, covered in dust, among other things. When I reached out to tell the owner that my items were stolen, I was met with complete indifference and nastiness. I was told that it was my fault because I was sharing the unit with so many people, and it was even suggested that it was one of the friends that I was sharing with stole my items. How else are college students expected to meet these crazy expensive prices? Are we expected to pay it alone? I seriously will continue to go out of my way to warn off people from using this sight. Do not believe the owner's replies to these reviews- they are the complete and utter truth and it is the owner that is meeting us with nastiness.

TLDR; DO NOT USE THIS STORAGE PLACE IF YOU DON'T WANT YOUR STUFF TO BE STOLEN, BROKEN INTO, AND COVERED...