Fast forward a few months to October. I pick up some belongings, couldn't figure out how to use the big elevator. No problem, I used the small freight elevator since I didn't need much. I return to the facility in late October/early November and again, couldn't figure out the elevator.
Give me the Gibbs smack in the back of the head with a "hey bonehead, all you have to do is unlock the latch" and I would have walked away in shame of the sheer stupidity I inflicted upon the both of us. Instead, my calls for assistance were ignored.
I return on Thursday, November 16, still no dice on the elevator. I call and leave a message at 4:25PM, no response. A month passes, Sunday, December 17, still can't figure out the elevator, call and leave another message at 1:33PM, this time frustrated, no response. December 22, I’m able to figure out the elevator, it turned out to be something simple. Had they called back, it would have literally taken seconds to resolve.
December 23, 2017
It's a self storage place, nothing fancy. Management is easy to work with but the carts tend to have broken or deflated tires. Best to get a unit near the windows if possible, lighting tends to be a bit hit and miss in some areas of the building. We have 2 units and have no plans to leave.
"Every single time you have called it has been after hours on Saturday or on a Sunday. In addition, there is ample signage on the elevator indicating how the latches work AND we sent out an email informing people of the change when it happened.
Here’s the response they could’ve given me within 5-10 seconds:
This started about six months ago when I had to update payment information. June 18, I send an email to inform them of the change, no response. Three days later I send another email, no response. Another two days pass, I call and leave a message, no response. Another six days pass, June 29, I call and am able to speak with someone and get my payment information updated. Four attempts and 11 days later, the issue is resolved, everything is back to normal.
We appreciate the notice that you are moving elsewhere. However, the only lack of customer service came in your expectation that we would be available 24 hours a day. For example, you came to my door at 6 p.m. on a Sunday evening. Expecting customer service outside of normal business hours will likely lead to your disappointment in many areas."
I've since deleted my previous four star review and updated it to one star due to a lack of customer service.
The implication that I have an expectation they'd be available 24 hours a day is complete nonsense, but I DO have an expectation that when a paying customer calls for assistance, they'd at least have the courtesy to RETURN THE CALL within a reasonable amount of time! Taking more than a month and an angry email just to get a response doesn't cut it.
When it comes to business, you don’t keep customers very long when you don’t respond to inquiries for assistance no matter how petty they may be. ALL of the above could have been quickly resolved with a simple phone call. Save yourself the agony and take your business elsewhere. Stirling Storage in Phoenixville is a far better and more modern facility.
As far as the rest of the BS that was in their response goes, every time I called (all two of them) was after hours according to them. My first call was during business hours and the office was indeed closed the second time I called at 1:33PM, NOT 6PM. After checking my past emails, I found nothing informing me of the change as they claim.
About the elevator...it used to have a rolling lift gate that would open automatically once a first door was opened. This was replaced with one that needs to be opened manually and is locked with a latch. Had I known this, there wouldn't have been any problems.
To be fair, it’s true that there’s signage on the elevator. My fault, I own that. I read the signage and didn't understand what it meant…boy did I feel silly when I figured it out.
December 23, I send an angry email to let them know I don't appreciate their lack of response. In less than three hours, they reply. It seems they don't like it very much when a customer expresses anger with their lack of customer service. Below is their unedited, word for word response to my email:
Best place for storage
422 Spacemall Self Storage is a US Storage based in Oaks, Pennsylvania. 422 Spacemall Self Storage is located at 119 Montgomery Ave, Oaks, PA 19456, USA.
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