Prime Storage — Local services in Londonderry Township

Terrible customer service!

I run a business and use the storage unit for my livelihood. A storage unit I've had for several years there and pay on time every month because it automatically came out of my account.

Almost 2 months ago a spring broke on the door. You would think that given every door has more than one spring on it they would have a plan for when this happens.

I Was told probably six or so weeks to get it fixed.

I had products coming in and needed to get into my storage unit. Not only that, I'm in and out of the storage unit as I need it.

They did give me another unit but the issue is I still need to be able to get into my other unit to put things in it and get things out. They had someone pop the door open a few weeks later at my request to grab some things that I needed in the moment.

While the unit helped me in the short term, I now have my business things in two different storage units and had to pile even more into the new unit. I'm running a business so I have no time to stop what I was doing working in multiple different states and load everything into one storage unit by myself.

Weeks went by and I tried to call to get an update. Spoke to a manager one time and let them know that there's no way I'm paying for a storage unit that I can't get into. I was told they would only comp half of the month. All told almost 6 weeks went by and then out of the blue I get a phone call telling me the spring is fixed with no heads up whatsoever when I was nowhere near the area. And telling me to get my stuff out asap like it was my fault the spring broke. No phone call or email stating that it would be fixed on a certain day or even week. I had to be the one calling constantly to find out when it would be fixed.

For the last several weeks I've called both the customer service line and the office asking to speak with a manager.

No manager has called and at this point it's probably close to 2 months. Instead what is happening is I'm getting a bill and phone calls from office staff along with an email stating that I owe my bill plus a late fee and they will cut my lock off and sell my items if I don't pay it soon. The items I use for my livelihood after my storage unit

Terrible customer service. But maybe now I'll get a phone call?? Because if you lock me out of my storage unit that I do business with and or sell my items. That's not...

I have been using prime storage since Oct. 2024 (4 months). The month after using their service I was notified they were going to increase my storage price by 50%. I thought this weird since I only started renting a month ago. They were nice about it and said they would not raise my fee because I literally just became a member and were understanding. Now, 3 months go by and I am notified that they are raising my rent again. I think it is quite ridiculous that they would raise the price of a unit 2 times in 3 months. I was told by their customer service rep that a price increases every 3-9 months is normal for them. The price increases are about 50% of your initial in the door cost. Their contract states they can raise the rent price on you at any given time.

If you'd like your storage price increased multiple times a year this is the place for you. I'd look into a storage facility with annual locked in rates...

Renting and storage of the unit was seamless. I did, however, have some issues with poor communication when I canceled my rental. I gave a 2 week notice via email that I would no longer need the unit (I was storing my car for a few months while ! moved and traveled.I gave the date that I would be removing my car and then also called the morning I retrieved it and removed the lock. I was told everything was taken care of when I called, but then a few days later, was charged my usual monthly fee. When I emailed them, I was told that there was still a lock on the unit which was impossible since I had removed it at least 5 days prior. The manager did apologize and admitted that she inspected the unit right after my first email when I gave a 2 week notice and not since then (so of course it still had the lock on it).

On a positive note, the units are clean and the property is...