I've rented a storage unit from this location for nearly 3 years. Recently, I visited the unit, and upon opening the door, discovered my boxes were open, items were moved, and one of my glass tables was even broken. It's pretty apparent to me that someone was in my unit. Upon renting the unit, we were required to purchase a lock from U-Store, which fits into the door. We also put our own padlock on as well. Recently, this location required us to remove our padlock, for a reason they wouldn't make clear to me. They simply stated that if we did not remove the lock ourselves, they would cut it off and charge us a fee for the cutting. We thought this was strange, but removed our lock anyway. No way of knowing if the removal of the lock was connected to the condition of my items, but one can speculate. Additionally, there was a time when I went to access my items, and was unable to enter my unit, as the management had blocked my key from opening the unit. Upon asking the management why my key wasn't working, they said it was because I hadn't paid my bill. Knowing full well my bill was paid, due to the fact I am on their autopay system, I had the clerk check again, and sure enough, my account was in good standing. I had to wait for her to open my unit for me... very suspicious. On top of all the weird things happening with my unit...I literally just called about 10 minutes ago to inquire about how to cancel my account, as I no longer need the storage unit. The woman on the phone was rude, unhelpful, and said halfway through the call, "You know, can I just call you back, because I'm really trying to get something done here." I was taken aback by this attitude, but said, "Okay, sure." I waited for her to ask me for my call back number but instead, she simply said, "Okay," and hung up. We'll see if they actually call back. UPDATE: I wrote my original post around 1PM this afternoon. It's now 4PM, and I was able to finally close out my account. The clerk I spoke with earlier, Ramona, didn't call me back right away, I had to call her back. But she did inform me where the forms were located that I could email in so I could complete the process. While she took my prorated payment over the phone, she also informed me that her manager Jack had notified her of my post, and she apologized for her behavior in our previous phone call. Everyone has bad days, I know that. I've worked in customer service for over 15 years. But telling me that she's 'sorry that I felt some type of way' about our previous interaction doesn't give me much confidence in the authenticity of apology. My one star rating still stands. read more

Ustore in Kent has great customer service! Through the years that I've been with them, the staff has always been kind.

REDEMPTION.... Today I went to U-Store expecting another confrontation from an arrogant employee, but instead I see Ramona-the manager. I haven't seen her in a long time and I actually thought she went to another store. She and Miriam were there when I first got my storage units. Ramona saw my earlier comment and was very concerned about the way I was treated. For the past few months I would see an employee who was rude and about as unprofessional as you get. Not only did Ramona apologize for the way I was treated, but she was sincere-which is something you don't see very often anymore. I cannot express how much I appreciated what she did for me. She is good at customer service. She's always so nice and one thing I really like is, when she talks to you, she's looking you in the eye and is honestly engaged in the conversation. Today, Ramona made everything right. This is one place I highly recommend. It's always very clean, everything is in order, and she really cares about her job. She didn't have to apologize to me. She didn't even have to address me at all-especially after the review I wrote. But that's how U-Store is (again). One thing I learned today and really appreciate, is the concern from the staff. Almost immediately after I wrote the review, someone from U-Store got in touch with me asking if there was anything they could do for me and also wanted to know more about what was happening. This was a complete 180 from the way it's been there for the last few months. The employee always seemed to have a problem with me-and a few other people. The first time the employee from hell and I actually met, she comes running out of the office-on the phone-yelling and screaming at me because I drove in after the car in front of me... A few things about that... 1) She had no idea if I was there meeting someone and was driving in with someone who had a unit there, 2) I hadn't been there in a while and forgot my gate code. Normally I'd stop in the office and get it but it was locked and I didn't have an hour to wait around for her to come back to the office, probably after going around and starting shit with paying customers, 3) I park my car next to my unit and I start walking to the office to see if she was back, and as I come around the corner here she comes yelling at me, in front of other customers saying, "do you always drive in after someone else? You need to get in your car, drive out of the gate, turn around, put your code in the gate, and go back to my unit." I asked her, "are you serious? is this really happening?" I drove in the gate, and the second I park my car I went to the office to get my code and explain why I drove in after someone else. I know I should not drive in after someone else and put my gate code in every time I go there. She's yelling, she's on the phone, and she won't shut up. She probably didn't hear the two other guys there calling her a "witch" and made some crack about taking the broom out of her ass and riding it the hell out of there. The next time I see her, I walk in the office-again, the door was locked. She's in the office, on the phone, and sees me coming and unlocks the door for me. I wanted to ask her what the hell the door is locked when she's in the office, but it wouldn't have made a bit of difference because she's rude. There were no problems that day, but that didn't last. I had a company come to my unit and fix one of my forklifts. She sees the truck and comes to my unit and says, "you're not supposed to drive forklifts on the blacktop. She says, "You've been told before." .... At this point, I'd had enough of her shit. I told her NOBODY said anything to me about driving a forklift on the property. IN FACT, when I first got my units, Ramona (great employee) and the owner of all the U-Stores were walking around looking the property over and the owner sees me on my forklift and has no issues at all but asked me to not set pallets out on the blacktop so I don't block other units. I told him I was just moving things around and wasn't going to leave anything outside. He was very nice about it. I started telling the mean employee this but she won't shut up long enough to listen to me. .... I was talking to the guy next to my space and he tells me how the bad employee is going around threatening people with a "10 day notice to leave". If she tried that shit with me, I'd tell her 10 days was 9 more than I need. She is 'notice' enough for me. .... I hope Ramona tells her about the conversation Ramona had with her boss, "we NEVER have trouble with Eric!!!" If you are looking for storage, set your GPS to 301 Novak Lane in Kent. If you see a Samoan in the office, you're good. My wife is half Samoan, so I recommend Samoans, in general. ... It's funny how far a simple, "I'm sorry" goes when you're pissed. I design/print POP signs/window graphics, etc. and deal with people a lot. The people at U-Store are great. Except for one... read more