I have rented with Smart Stop for awhile. I've recommended the facility to customers, thats now changed! My unit was compromised, actually the whole outside row next to the freeway and broken into. The thieves cut the roof open. Never mind breaking and entering the normal way by cutting locks. This was discovered in my 2 units on a Sunday eve. I called the 800 number to report it and asked for a return call Monday morning. I stopped in Monday morning and left a note under the door to please call me and nothing. I went back later in the day and there was my note laying on the desk with an explanation "were busy". Come to find out, the security provided is a 3rd party, its all very "fake". Im still battling with the office to relocate my left over items but it hasn't been easy. I will be re-locating as soon as possible. The moral of the story is, if you don't care about your stuff, rent with Smart Stop! read more

I am writing this review to address two serious issues: SmartStop Self Storage's misleading communication about rental increases and its ineffective complaint process. When I signed up for my storage unit, I received a very different explanation of how rental increases would be handled from what I was told after my rate increased only three months later. I called and spoke with Sean, the manager who originally signed me up. He told me he could submit a request to the district manager for a possible rate reduction, but there was no guarantee it would be approved and that my rate would not return to the original amount. When I explained that this contradicted what I had been told when I signed up, Sean became condescending, repeatedly cut me off, and ultimately hung up on me. I then called SmartStop's corporate customer-service number (888-977-8672) which is the same number repeatedly provided in responses to other negative Google reviews, and was told that my complaint would be escalated back to Sean, who I was then informed was the district manager. In other words, Sean told me that he would submit my request to the district manager without disclosing that he was apparently the district manager himself. Even worse, my complaint about Sean's behavior was simply being referred back to Sean. This process is circular, misleading, and completely lacking in accountability. Customers should receive clear and consistent information about the process for rate increases before signing an agreement, not one explanation when they sign up and another after their rate increases. Complaints about a manager's conduct should also be reviewed by someone other than the manager involved. There are numerous complaints on here about Sean's behavior towards customers after they have already signed up and it is alarming that SmartStop has not investigated Sean's behavior further. Based on my experience, I do not recommend renting from this location or SmartStop in general. The communication, policies, and level of professionalism changed drastically after I became a customer, and SmartStop's complaint process provided no meaningful avenue for escalation or resolution. read more

STAY FAR AWAY FROM THIS PLACE! My belongings were stolen from my storage unit, and I strongly urge anyone considering this facility to look elsewhere. I visited my unit on Saturday, July 18 for a routine check. The moment I opened the door, several items fell out because everything inside had been ransacked. Boxes had been opened, dumped out, and gone through, and I discovered that the roof of my unit had been cut open. I immediately called the phone number listed in the app. After my second attempt, I finally reached customer service, but the experience was incredibly disappointing. The representative showed no sense of urgency and offered no meaningful assistance. I was simply told that an email would be sent to the property manager. As of the time I'm writing this review, no one has contacted me, and the hole in the ceiling remains unrepaired. Thousands of dollars' worth of property was stolen from my unit, including makeup, professional hair products and tools, music equipment, and my engagement ring. Given the size and quantity of the stolen items, I find it difficult to believe they could have all been removed through the small opening in the roof. Combined with the lack of communication and action from management, I have serious concerns about how this incident has been handled. I also discovered that two Yelp reviews posted approximately 11 days and 5 days before my discovery reported similar thefts at this facility. If management was already aware that multiple thefts had occurred, I believe customers should have been notified so they could check their units and take steps to protect their belongings. Finally, if you read through the reviews, you'll notice that nearly every negative review receives the same generic, copy-and-paste response rather than a meaningful effort to address customers' concerns. Based on my experience and the facility's handling of this situation, I am considering pursuing legal advice regarding my next steps. read more

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Update: after not hearing from Smart Stop for 2 weeks after there break in, I finally went down there to retrieve the rest of my unsecured belongings. I went directly to my unit and found that the lock to the hallway had been changed. I was not informed of the change to the code on the lock. Heading towards the office I passed the person who had originally informed me of the break-in. His name is Sean and he says he is the manager. I stopped and asked him if the code on the hall lock had been changed and could he give it to me so I could gather my belongings. He said yes it had been and I should meet him at the office to get the code. Once we were both at the office I asked him what happened to you getting back in touch with me about whether or not the door had been repaired. I asked what happened to you starting a claim and the insurance giving me a call? He immediately became defensive now acting as though he didn't know who I am he demanded my ID. I pulled up my DMV digital ID and showed it to him to which he said I need the physical card. I said I didn't bring it because I came to do work. He said he wasn't going to give me the code without the ID in hand and I said okay but answer these questions. Why didn't you ever follow up with me, my storage unit has been unsecured for the past 2 weeks because you told me to wait for a call from you, why hasn't the insurance called me since you said you started claims for everyone whose unit was broken into in that hallway, and why wouldn't you notify me that the hallway code had been changed, essentially locking me out of my belongings? He responded by saying I'm not going to argue with you. To which I said how is this an argument when these are valid questions that a manager should answer. He continued to be defensive about my questions and then demanded that I leave the premises. I said I'm not going anywhere because I'm not doing anything wrong. The only thing wrong here is you dropped the ball and you won't take accountability for it. He then said he would be calling the cops to which I said fine. I continue to talk and express my need for answers and accountability. He did finally call 911 and I listen to the entire phone call. The most notable part being them asking is she violent and him saying no, she just won't leave. After a while the police showed up, and to wrap this story up without going on and on, they made him do his job. They also made him provide me with the code to get into the hallway. And the part that really shows his character is how he acted after he handed me the code on a card and told the police that he was going to go out there with me in order to access the unit. He did go out there, but he opened the door and by the time I got there he was nowhere to be found. Sean is the manager, or so he says. However Sean was too cowardly to come face to face with me after the sheer craziness of his behavior. Shame on Sean for pretending to be a manager when he cannot take responsibility for his words and actions. Shame on smartstop for employing someone who is too immature to apologize for his shortcomings and for making an already inconvenient situation even greater. read more

SmartStop Self Storage in Concord gave me one of the worst customer service experiences I have ever had. I reserved online, paid in full the day before move in, and when I arrived they refused to help me because their "system was down." They never told me their office hours, and even after confirming over the phone that I could come after work, they changed their story and denied me access. Their "courtesy" was leaving my unit open, but the unit was filthy, smelled like rodent urine, and the door was broken so I could not even use it. Customer service said no one could help because the office was closed. I went to another company the same day and moved in instantly with zero issues. When I canceled, SmartStop refused to refund me fully and charged me for a lock I could not even use. This place is dirty, outdated, and completely unprofessional. I will never use SmartStop Self Storage again and strongly recommend choosing another facility. read more

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I needed a smaller storage unit and found this self-storage facility not too far from my home. It's secure and convenient due to its location, although exiting the facility can be a bit challenging with all the traffic. The pricing was reasonable until they unexpectedly increased my monthly rental from $61 to $100 without any prior notice. Unfortunately, I'm currently stuck paying the $100 because I don't have the time to move my belongings to another unit at a different self storage. On a positive note, the rental process went smoothly, and the staff member who assisted me on my first visit was very friendly. However, I do have some concerns about a female employee with blue/black hair. I THINK she's a manager. But I'm not quite sure. On my last few visits, she followed me to my unit in her golf cart, even though I hadn't requested any assistance. Most recently, she followed my car to my parents' storage unit and questioned me about my gate code. My parents and I have two units at the facility, so I'm unsure if there's a rule against helping them when they're not around. Her presence makes me feel uncomfortable each time I visit because she tends to harass me as though I'm doing something illegal. It's always something every time she's working. I honestly don't feel that I'm doing anything wrong but putting my things in storage. Mind you, this self-storage facility is like a couple blocks long. It's a big place! So why is she always in my personal space? Not only does she make me uncomfortable when I'm there, but there was also an instance where I forgot to pay my rent on my due date (honest mistake), and they quickly sent me a letter stating that my unit was locked. The ironic part is that I had already paid the balance due before receiving the letter in the mail once I read their emails (which ended up in my spam folder for some reason). If they can print out a letter regarding my lockout and mail it that quickly, why didn't they inform me about the rent increase to $100 per month? As of today, still no letter received. I actually found out when I logged into my account online and saw the change in amount due. I am definitely going to contact corporate to file a complaint about their employee and her constant harassment. She has a terrible attitude too. The one time I asked her for help, she was being rude. I did give her attitude back but I checked myself shortly after. Anyway, there's really no reason for her to follow me like a bored cop in her golf cart every time I visit! So weird and unacceptable. Me being paranoid, I'm starting to think that she's plotting on stealing my things LOL. I'm a paying customer with no bad intentions, so she's just wasting her time. 1 star for the storage unit, 1 star for the Latina girl that helped me on the first day. read more

Don't rent from here unless you want to lose your stuff !! Poor management, poor security, POOOR customer service. My storage was broken into and burglarized just two weeks after I rented. Not only did they take valuables , nobody called me when it happened. They say they secure the places every night and do checks but when I filed my police report, the police said it has happened a few times earlier that week. WHY wasn't I informed? I only found out when I came back to store more stuff. The staff has zero customer service skills Minus Reva who has helped us out initially. ZERO empathy for anyone who get their stuff stolen or now has traumatic experience renting form a so called "SECURED STORAGE" . After filing a police report or claims, it's like it was no longer their problem. The lack of customer service after something like this is so disrespectful. It just goes to show how often this happens for them not to care anymore. Ps. the office smells like they just hot boxed the place, maybe they're just too high to care . read more

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The worst place ever .... They have lots of hidden fees .... Their customer service sucks and very rude people work there .... Very unprofessional read more

They lease is very unfair for the renter! I had a unit broken into and the lease limits their liability to only $2k. They charge at the beginning of the month and will not prorate even though I was completely out on the 9th. That is over 20 days they STEAL! DO NOT RENT FROM HERE!! read more

Thank you Reva for helping me to upsize with a storage unit . I appreciate your fast response and work .. I hope to see around sometime . Thanks again Rangi Manu . read more

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Reva did an OUTSTANDING job at presenting her property! She took the time to take me to my unit and sweep it out! Keep up the great work!!

Worst place, bad services a special the manager her name Nancy is the most untrustworthy person, rude,I don't have anything with the other people who is working with Her, sorry for them!! read more

Worst storage place EVER !!! My storage unit got robbed and no one in the office called me. I had to show up trying to get into my unit and I found a few of my items outside my unit with a brand new lock and they decided to tell me "oh yeah this unit was involved in a break-in over last weekend" it was the following Sunday when I came to my unit to grab some thing, & they told me, but only after I had to go looking for them and ask why I had a brand new lock on my unit! When I asked why didn't no one call me the excuse I got from the employees was "sorry I wasn't here this weekend" " I was away" and when I asked them, do you guys not have security? Their next response was "we're understaffed." no apology was given to me no discount or refund at all for my damage/robbed items. What kind of business is run like this?!? And also the people that work there moved my stuff in my unit because they replaced the lock that the robbers had sawed off and put all my stuff back in my unit that was left! The people that work there are lazy assholes who can't even offer an apology for what they done wrong, nor can their regional manager who I still have not heard back from after filing police reports over a months ago !! Had I not decided to visit my storage unit I likely would've never known my unit had been robbed because they never called me. They never emailed me and they never offered me an apology about it.! so if you would like your storage unit to get robbed and have unreliable staff members watching the unit this terrible place is the storage facility for you! I also have good reason to believe the robbery was an inside job by the people who worked there because the lock that was on the hallway into all the other storage units, including my own, was undamaged and the exact same one with the same key code that I was able to get into ! not to mention, they never notified me regarding the robbery PERIOD!!!!! read more

Writting this review here because the ones on Google are clearly fake. The short 90lbs soaking wet female with curly black hair needs an attitude adjustment Like 90% of the people who use this facility, we use our unit for business. We also have a second unit for personal use. So we (including our employees) are always coming in & out of the facility during all hours of the day. Never once had issues with any of the other 2 employees but her. She always has a serious attitude problem & always comes off as accusatory. We have witnessed her yell at other tenants as well for similar reasons. Don't get me wrong, the facility is nice & conveniently located. The prices are also the cheapest in the area but having to deal with her is something that's not worth it. I've heard rumors that the District Manager is now working out of the facilities office. If this is true, I hope he does something about this. This is no way to treat anyone regardless of the circumstances. Incidents worth mentioning..... Incident 01 Without even asking us, she threatened to terminate our lease for stealing facility power. If she would've asked, she would've seen that we were using a Jackery 1000 Solar Power Station. Incident 02 She was sitting in the facility golf cart when we rode past her on our Talaria's. She then proceeded to step out of the golf cart & started yelling at us for startling her. Oh suck it up princess!!! Then she made us some BS lease agreement rule that says we can't ride dirt bikes on the facility grounds. Nothing in our lease agreement says that!!! Incident 03 We had just arrived to our unit to fix something on one of our employees bikes, not even there for more than 30 minutes when she pulled up on the golf cart & told us it's time to leave. She said that the lease agreement says we are allowed to access our unit for 2 total hours a day. Well actually it's 3 hours consecutively. Go reread the lease. Regardless like I said we were there for no more than 30 minutes!!! P.S. This is just 3 out of probably 20 plus incidents that have either happened to us or another renter read more

Ownership is uninterested in helping the many victims of theft that occur at this Concord location. Upon the insistence of the staff, I purchased a specific lock. It was cut and I had possessions stolen from my unit. Speaking to other customers of the Concord location, several people have had their locks cut and had possessions stolen from their units. All cases of theft have involved the lock that was and continues to be pushed by employees. Upon renting , there is a big deal made of cameras and security, but ultimately no footage was provided by SmartStop Self Storage. read more

SmartStop Self Storage - The gates protecting your belongs are old and pliable, allowing lock cutters to bypass any security sold to you by staff - Self Storage Near Me - Concord, California

This place is the worst storage place in the area I have They will do nothing to stop the break in They raised the price often They let feel guilty for store expensive tool after the break in I have the feeling that the manager know way more than she says I won't accuse her for breaking in my unit but she could done so many things and failed to do Honest people stay away of this place read more

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Worst customer experience you can get!!! ZERO CUSTOMER SERVICE!!! If I could give them 0, I would have! I came by to ask some question about renting a unit. A lady with curly hair had such hostile attitude towards me as if I owed her something. When I asked her for her name, she chose not to give me her name because she knew that she was acting wrong and uncalled for. Who ever owns this place needs to have a serious conversation with her about simple customer service and some patience with people trying to get some clarity of the way they operate. I prefer to pay more than receiving such hostile attitude/service. In addition, in order to sell me their so called protection she just told me straight up that they have breaks in on regular bases. read more

SmartStop Self Storage - Self Storage Near Me - Concord, California

Scary place months ago we went unlike the photos office was emptied of everything (probably got robbed) staff was in a small electrical room huge lineup to pay in cash went on a golf cart ride staff stopped to kick out a sleeping lady on the ground who was accused of peeing in the parking lot staff yelled at them to put all their stuff in and leave was taken in to see a small unit but it smelled moldy i couldn't leave fast enough most of the outside units are not actually gated anyone can walk over to them read more

update to my prior review. I have rat infestation going on in my unit and if the managers are not there to come into your unit and to see for themselves then they will not help you. The day I remove these with a gloves on and one of the managers had pulled up in her car to speak to me. when I had advised her that I had this problem with rats and mice and asked her if she wanted to pick up a dead one I thought it was just one at the time. her reply was you wait let me go get my car and I'll come back I told her never mind I will get them myself so when I went to go get them and saw her coming back around the corner from where she was on her cart I waved her down. advised her this is what I found she removed them took them off my hands and told me that they were going to do a report and also told me that the picture was invalid because it had to come from their camera. it's been a few weeks now I still have rats in my unit and they've done nothing about it when I went to go speak to them about it this morning their reply was they haven't heard back from the district manager and they still need proof on their cameras. read more

Horrible horrible horrible the manager lie constantly, aggressive, confrontational. They will not give out her Superior's contact information - Im harassed and accused by the Manager "Cathy" of doing things in my open unit "drugs. - or a walk way leading to the back - an office with a "biss-ness bed" because I parked my truck in front of the unit. Or due the fact im A avid tanner! So one star ill give. Yelp has them with (2) stars as a whole give them two stars places terrible we supposed to move out they locked us out renting a moving truck for nothing and then next thing you know we get eviction (without explanation) 20 days later after we paid! read more

Our storage unit was broken into and we lost $6000 worth of tools and equipment. When I reported it to Management, I didn't even get an apology. read more

Up date to my 2/6/24 review. After several weeks of trying to get ahold of Protection Solutions regarding filing a claim for a breakin. It is al.ost impossible to get anyone to respond to my calls or emails. Including the office. It is very frustrating this business should not be in business or they need new mgmt. Yesterday after being at my unit that had been broken into for over 4 hrs with a friend. I went to my son's to make couple of sandwiches it took me 15min if that! When zi returned my friend was standing outside the gate and a Concord PO was parked in front of the office. My friend told me the mgr Reyna called the cops on him because he wouldnt put my things back into the storage unit! I had asked him to pull stuff ot while I was gone. I understand there maybe some rules about not leaving guests on property unless renter of unit is there as well. She told him he had been there long enough and hadnt gotten much done and he needed go leave. She was very rude and demanding. There was no reason to speak to him like that. She took the PO in the office to talk to him and no telling what she said as my friend was not asked to go in! The PO told me she told him they had gotten into an argument earlier in the day. He was with me all morning at the opposite end of the property so that wasnt true. He is not allowed on the property ever again! She never called or spoke to me about any of this. Where is your professionalism while running this business? I sure havent seen it. You never spoke to me when my unit was broken into to tell me about it! Even after you had to access my account twice it wSnt flagged. If I had not gone to my unit that day I still would not know. I was told to call a number and speak to a team member. I called and she could hardly speak english and could not help me! Protection Solutions has not responded to my calls or emails maybe I should contact KRON on your side for help? Don't rent here they also raise the rent every 6 months! DO NOT RENT HERE!! read more

Terrible management. My unit requires hallway access via a combination lock, separate from my actual unit. The facility changed the hallway lock and failed to notify anyone who has a unit in that hallway of that fact. I ended up there with a car full of stuff and not being able to access my unit because the new hallway lock. Nobody was on site due to training. The call center only had the combo for the old lock. The manager never returned my call. After calling multiple times and finally reaching her she blamed the call center and couldn't articulate any guarantee that the same thing wouldn't happen again. I had planned far ahead to move stuff that day including childcare so it was extremely inconvenient to have to replan all of it. The manager was utterly useless and didn't seem to grasp how unacceptable the situation is. I requested contact from the regional manager twice and never received a call or email despite being assured I should. Still have no plan in place to notify customers if the hallway locks change in the future. read more

I've used SmartStop three times to store belongings during moves. Every time it was a good value and the storage units were clean and secure - and very convenient with the location right off major roads in Concord. Thanks Camina and Reina for making the process easy and fast! read more

This place has had bad reputation From previous years but I see a whole lot of improvement I've stored my items here for a little over six months and I've dealt with "Reyna" on multiple ocations and she was able to always help me out until my last day in storage which was a couple days ago She's been nothing but great! The property is completely safe to store your items none of my personal belongings are damaged And they stay on top of their camera surveillance greatly appreciate that looking forward to do business with you guys again in the future . Thank you again Reyna :)! read more

Five star self storage is the best self storage place I've ever used. I've been using self storage units for over 30 years. The place is clean all the time. The staff is very helpful in fact Reina is really good at her job! If you need some extra room for some stuff this is the place to go. They're very safe and secure! read more

I have only stored my belongings here for less than 2 months, and the "secure" sliding gate at the entrance with passcode has been wide open TWO times. And that's only the times I know about. The woman at the front desk didn't even know when it was going to be fixed. What's the point of having a security gate that you are required to punch in your passcode both entering and leaving, that stores belongings for hundreds of customers, if it doesn't even work?? read more

If i can provide negative star reviews i would. The new manager or face of the company sucks she needs to take a power trip chill pill or something. Her name is reina or reyna or however she spells her name she should not be a manager if she doesn't have any people skills we asked for the district managers phone number or contact info and she says she can't provide it. She must be doing things all bad. Says be back by 2:30pm its 2:40pm nobody here read more

SmartStop Self Storage - Its 2:40pm nobody has left so obviously they just want to open fit certain people or waiting for me to leave - Self Storage Near Me - Concord, California

The management team is always helpful and goes above and beyond to help their customers stay secure in their facility. for those looking for storage for home or busines, I can't recommend them enough. read more

DON'T GET A STORAGE HERE!! Management steals people's information and worst of all, sells off your stuff off of their own incompetence. I recently got another storage unit here and they didn't charge me for three months. When I finally asked why they weren't charging me they told me I wasn't supposed to be assigned the storage I was given. Now there is a different lock in my storage and my stuff is gone! This place has got to be one of the most incompetent business I've ever worked with. Don't take there business, they will screw you over. read more

If I could give this facility a negative rating I would as is certainly justified. Probably one of the most unscrupulous businesses I have ever had to deal with. A list of what awaits you if you make the choice to work with this slipshod excuse of a business - No pest control on site. I stored for 18 months only to find that I had a major rat infestation that destroyed multiple furniture items and left rat feces everywhere. I had no food of any kind to attract the vermin so they must be running wild in the place. - Break-ins. My unit was broken in to and its no wonder. The fence along the highway was missing in several locations. Any thief could wander in and have a field day (since repaired but damage already done) - Once you are in, they take it as a license to steal (raise the rent). in the 18 months I was there, rent was raised multiple times from $385/month to over $500 per month, a 33% increase! This is not inflation, its just assuming people find it too much hassle to move out. - If you move out and are due a refund, good luck. It is 19 days and counting and everyone at the site appears helpless to follow up. On top of it, they pretend you don't need documentation regarding the day you move out but believe me you do, be sure to get it. They even calculated the wrong amount of refund and when pointed out, behaved as if they could do nothing - Finally, the onsite personnel have no interest in being helpful. Maybe they are not to blame as clearly the ownership refuse to make any investment in the property. Conclusion: STAY AWAY if you value your sanity. read more

We have all been affected by the pandemic and my family has been hit by the loss of two incomes in my household. EVERYONE has been willing to work with us except SmartStop. Had I known when I rented the unit that my family would be struggling this much, I would have just kept our little items that we stored as a convenience at my home! I spoke to the asset manager and asked her why smart stop is the only place not trying to work with people in the pandemic and she said "here at smart stop, it's business as usual." I hate to lose the little bit of stuff we had there, but food, lights, heat, insurance, car payments, etc. are my priority right now. Great looking out for your fellow man Smart Stop! read more

This place sucks grumpy service had alot of break ins half of the camaras are fake, gate has been broken for 2 months and they havent done nothing to fix it and no notice was given just a small piece of paper on the gate Prices are high like everywhere else sh!t service read more

Renters Beware! @SmartStopSS raised my rent 3x in 6 mos and when I questioned the district manager, he raised it again! @SmartStop_CEO #baitandswitch. The district manager did credit me one month's rent when the gate was broken for a month. read more

Very bad place not recommend at all. The manager doesn't know what she doing and my unit got broken into and they didn't contact me until hours later. read more

I got a unit years ago there. Never had any issues and someone friendly was nearly always available to assist me. Opening and closing the u it was super easy! read more

Had 2 storage units with this company for about 4 months now and hopefully you never need to speak to anyone in the office because it's very rare to find anyone there. They've done things like add a second combination lock to the hallway where I need to access my storage unit without a notice because they're dealing with a lot of theft. I've waited outside the office with other customers anywhere from 30-45 min at a time on multiple occasions. Their phone numbers posted on their door leads to voice mail. Storing your stuff here can be inexpensive if you have the right promotion, provided your stuff doesn't get stolen. If your time isn't valuable then maybe it's worth looking into this place for storage, otherwise stay clear. read more

The manager is rude and mean as I've ever seen, and should leave customer service. They charge for insurance like it or not. I was charged by automation for Apr 1st though I was out on the 1st by noon. All others pay by the 5th despite letting them know ahead of time I was moving. I GET CHARGED ON THE 1st. They say they are unable to return my money to my card upon departure of the facility and say they'll mail a check. On top of that charged me 10.54 for a half day storage, but my monthly storage is 62.00. How does that work. This place has a manager that is as shiesty as the characters that walk thru it. Your rudeness is replayed to you here where it counts. I am sure I am not the only one who feels this way about you. I am so relieved. If you treated me as you did and I paid my whole 6 months ahead of time I am sure you are worst to others paying as the go. read more

I have been renting for 6 months so my monthly rate just jumped from $132 to $206, yet when I look online the same size unit is being offered for $153 + a free month. Do the math, 1 month free so 5x153=765. Divide by 6= 127.50 per month, which is less than I'm paying now. When I call to complain no one seems to get it! read more

Reina was very helpful with finding the perfect storage unit for my husband and I. Very friendly and polite. Would recommend using SmartStop self storage. read more