From the first interaction to the last, everything was difficult with this company. They were disorganized, lost paperwork multiple times, the employees do not know what customer service is, when the issue is escalated to the district manager a guy named Adam he is equally rude and Does nothing to correct any issues or problems that came up. We rented spots in a gated unit, we were never told the gates were broken and had been that way with no repair date insight. My vehicle was vandalized, instead of addressing that, they wanted to charge me more fees. What a horrible company. read more

POOR CUSTOMER SERVICE; EMPLOYEE LIED ABOUT GIVING ME A DISCOUNT; DISCOUNTS WERE FALSLEY ADVERTISED; UNITS ARE NOT THE ADVERTISED SIZE; UNIT WAS BROKEN INTO IN LESS THAN 10 DAYS AND MANGEMENT NEVER CONTACTED ME AS AGREED First, IT TOOK OVER AN HOUR TO GET A UNIT EVEN THOUGH I RENTED AND COMPLETED PAPERWORK ONLINE. The main issue: NOT ALL UNITS ARE NOT THE ADVERTISED SIZE! My 14-foot vehicle would not fit into the 10 x 15 (@ $163/mo) unit I reserved because the unit was more like 9.5 x 13.25 - and yes, I measured it! We even tried multiple 10 x 15 units and each one was smaller than 10 x 15. When asked about this, I was told I would need to get a bigger more expensive unit, a 10 x 20. I asked if I could get the 10 x 20 unit at the 10 x 15 rate and was told no. So, I had to rent a 10 x 20 unit for over $200 a month to store something which fits in a 10 x 15 unit! I then asked if I could get the first month free instead of 1/2 off first month's rent. The employee told me he would give me my first month free; this wasn't offered online, but they were advertising first month free on the sign out front. However, when it came time to settle up, I caught on that I wasn't actually receiving the first month free. When I brought this up: THE EMPLOYEE GOT UPSET WITH ME BECAUSE I CAUGHT HIM IN A LIE! I was then told the first month free offer did not apply to the unit size I was needing. When I pointed out that isn't what the sign says, there was no response. THE SIGN ADVERTISED A DISCOUNT THEY WOULDN'T GIVE ME. (Interestingly: They have since updated and corrected the sign.) I was a bit frustrated as I had no time to find another facility or to speak with management about my issues. I also didn't have time to spend 30 minutes going back to the facility because: THE EMPLOYEE FORGOT TO GIVE ME MY DRIVER'S LICENSE BACK! Ugh. I promised myself I would share my experience with management another day. Well, that opportunity rang when a Sheriff's Deputy called me. MY UNIT WAS BROKEN INTO LESS THAN 10 DAYS AFTER RENTING. I had to take time away from work to go inspect my unit; thankfully everything was ok. I was told the suspects were targeting a specific unit and that I was likely not at risk of theft; however, I've included a picture of the fence which I believe people have broken in through - looks like its been repaired more than a few times and made me a bit nervous after seeing it. While I was inspecting the contents of my storage unit, I met a woman who said she is the manager. I shared my rental experience and concerns with her, and she assured me that she would speak with her owner or manager and would be in touch. THE MANAGER NEVER CALLED ME AS SHE SAID SHE WOULD. I then began looking for another storage option as paying over $200/mo is unreasonable when I need a 10 x 15. After I was able to locate another storage option, I moved out and called to cancel my unit. I was asked about my experience and shared my story again. The manager took my call and spoke to me. I confirmed we had spoken and she apologized for not calling me as she said she would. She acknowledged that the marketing sign was misleading and said it had been corrected and that they are aware not all units measure to the advertised size and are working to address this. I was offered refunds, but it was too little too late. I realize life happens and I'm not calling people out by name, but after the issues I experienced and shared, coupled with no response from management, I felt the need to move my business elsewhere and share my experience. read more

Prime Storage - Repaired? Fence - Self Storage Near Me - Wilmington, North Carolina

TERRIBLE customer service! We had a family member pass away and not only were they rude, they didn't do what they said they would do to get payment for the unit. I have never dealt with worse customer service and would NEVER recommend or use this facility. read more

I've been renting here for years when it was Monkey junction and now with Prime. Monkey junction storage was very personable and easy to work with. Prime storage not so much. I live in the Wilmington area close to monkey Junction. I travel for work and when I return home, I have a large fifth wheel that I store at PRIME storage. In the past, I have been able to give them short(they require a 15 day notice) notice to vacate without any charges. However, on this past application process to store my camper the Lady doing the process was confused about the rates. After taking all the time, making me initial all the paperwork, giving her all my information she had the rate wrong. Upon me telling her that the rate was more than what was quoted on the Internet. She told me I would have to go on the Internet and redo the entire process over again. Frustrated at the unprofessional process required to rent a spot I wrote a less than good("poor")review which she called me on my cell to ask why. So now I've been called to work and because of the holidays I can not give them the 15 day notice to vacate resulting in a 35$ fee. Money well spent to say what I said. read more

***DO NOT USE THIS FACILITY*** The office is HORRIBLE. They called out of nowhere and demanded I immediately sign a new rental agreement OR my code will be disabled. (after I told her to send it to me and I would sign it) The employee stated I did not have a rental agreement on file...but I signed up for the trailer parking IN PERSON at THEIR OFFICE on Carolina Beach Rd and this terribly run office must have lost it. Mind you they have had my card on auto draft for a very long time through several rent increases with no complaints from me and somehow manage to continue charging for the storage without a problem but they want to disable the code with no warning because they cant find their own paperwork. Do not use this facility unless you want to deal with incompetent and rude staff and taking ownership of their problems and mismanagement. We rent storage in several locations and this is the only one we have ever had a problem like this with. read more