Prime Storage — Local services in Louisville

Today myself and another customer were left waiting for service as your staff attendant drove around checking units. We both understood that what she was doing was likely part of normal protocol, however the problem was the length of time that we were inconvenienced. The familiar "we'll be back at this time clock" was hanging in the window of the locked entrance door, and the return time on it was 10:30, yet our arrival was nearly a half hour after that time! There was NO sense of urgency on the part of your attendant as she clearly ignored us both until she finished what she was doing, and felt it necessary to return! And even when she returned there was no urgency to open the door! More importantly the other customer sitting outside with me was new to your business and was having difficulty with her unit's passcode, and this was her SECOND visit to the location to have this resolved so she could have access to her unit. While we sat/stood outside this customer made several calls to the number she was provided, but no one in your office wld answer her calls, which was pretty frustrating! As customers we understand daily operations; however the customer is the source of your business, so most would think attending to their needs should be prioritized over everything else because w/o PEOPLE choosing your business to serve them there would be no need to open your doors, correct? There have been so many times that I've come to this location during normal business hours only to have the door locked with the same note posted on the window, that I felt it necessary today to express my frustration! No "fluffy" note today, not happy at all with service! Service definitely changed since Prime took over! Location reported is the 6500 Jefferson...

BEWARE: do NOT trust anyone that works at this location. My fiancé and I used to rent a climate control unit there and on May 15th there was someone attempting and actually breaking into units and cars. Ours was one they attempted to break into, and we were not made aware of it until June 10th (almost a month later) when I went there to put something in our unit. We were not contacted in anyway about the break-ins, and I have been told something different by every single person I have spoken to about this. We were also not able to get into our unit because we were told they had to replace the whole plate that holds the lock, and they of course had yet to do it almost a month later. Although it seems as soon as I found out, and started asking questions everyone was johnny on the spot to get it fixed. So what I am realizing is that apparently no one was there around the time the break ins happened, no one wants to take accountability for not contacting us, and they didn’t plan on doing anything to fix the damage until they were caught. I attached photos of what our unit looked like the first day I saw it, and also the mess they left behind when they replaced the locks (metal shards, broken drill bits, and our drilled out broken lock that had VERY sharp edges on it). Please save yourself the time and headache and find another storage unit!! This one is extremely too expensive for the awful...

Prime Storage appeared to be the best solution for me and my mother. We shared a unit and I happily paid for it. My husband and I received military orders to move to Japan, however, I did not want to leave my mother in the wind. Therefore, I paid the storage up. My mom found a cheaper and smaller unit with Prime. So she did not leave Prime Storage because we liked them initially.

Several Prime Storage employees confirmed that I will receive a refund for 3 months after I emptied it in August 2024. The receipt says refunds will be issued by a check. However, the employees said "No, it will be refunded back on the card that was used to pay for the unit." It is now January 2025 and we have made multiple attempts to get my money back in person and by email. I never got a response from their email. We even asked if we can go with the other option given by Prime, applying the money to my mom's new unit. Regardless of which option we chose, nothing has happened. I tried to be understanding because Prime was experiencing staffing issues and they shared a story of calling in staff from Lexington.

I hoped to get my money back but I just want new customers to be informed. No matter how responsible you want to be, DO NOT make payments ahead of time at Prime Storage. They will not follow their own refund policy or apply it to a new unit. I do not recommend...