Be vary cautious when using any US Storage Centers. We have been dealing with an impossible issue since the end of Feb and still cannot get anywhere. During COVID apartment rents in our area were held at the current rate without the normal increases. Our daughter (who is an ICU nurse) needed be stay close to the hospital, so she was grateful for this! After COVID her rent went up to the going rate, so she moved in with us in order to save up to afford the new rates. We stored her belongings in a local US Storage Center only about 2 miles from our home. They are supposed to maintain their water pipes (but no insulation) and they knew the pipes burst in Dec. and they EVEN had to access our unit by cutting the lock. They saw that everything she owned was ruined. Instead of letting us know, they put a new lock on and left her belongings soaked in water and continued to bill us. Keep in mind that like most customers storing locally, we live extremely close and could have headed over to salvage her belongings if only they had let us know.
When our daughter finally saved enough to return to apartment living, she signed a lease for the new apartment near St Thomas Heart Hospital and we gave notice that we were vacating on Feb 26th (a Sunday) both in writing and verbally spoke to them ahead of the move. Knowing that our lock had been changed, they still didn't tell us that we wouldn't be able to get in or that the contents were ruined. With no working key, we called the phone number and were told we would need to return on Monday when the office opened. We needed an extra day for the rental truck due to their negligence, and once we obtained a new key on the 27th and opened the unit, the smell was something that cannot be described! The mold mildew and the warped, rusted, furniture and bedding was just too much. The manager didn't have the courage to even head over to our unit after he was told we had discovered the mess. Needless to say, we wouldn't be moving any of this wet, warped, smelly stuff to her new apartment (where she was now responsible for paying a monthly lease) and the U-Haul was returned unused (with a late fee since we had to keep it an extra day). Although the damage occurred in Dec, they made absolutely no attempt to use fans or dehumidifiers on any unit.....just locked it all back up hoping we wouldn't find out for a few months and they could continue to bill us. When inquiring with other storage facilities in our area, we discovered that they handled the cold spell much differently and were able to retain all their customers who were effected.
The corporate side of US Storage is now dragging their feet with reimbursing us by promising resolution on March the 13th and we are still without reimbursement . Early on we sent a detailed but modest estimate of replacement costs. We spent valuable weekend time trying to salvage items by using bleach to kill the mold on as many items as possible to lessen their monetary burden. We signed up for the unit in person by providing a credit card. Later received a welcome letter detailing the payment process, however no lease was sent for us to sign. They are stalling reimbursement based on parameters in a non-existing lease. Their negligence would void any such parameters regardless. This company is NOT honorable and doesn't value or respect customers. After emailing with a corporate contact for an entire month, we finally were reimbursed for the 2months rent payment that her belongings sat in water, but nothing for her actual belongings. This same corporate contact was so positive with us about making this right and replacing her belongings during our 1st conversation so we cancelled the local media that had agreed to run a story. That was a huge mistake!! We will never give up fighting for our daughter and showing others that you cannot let these big corporate types walk all over you. So, after putting a mattress and box springs on a credit card, she is using those to sleep on the floor of her new apartment as she continues to wait for US Storage to do the right thing. There are other choices when it comes to storage. I detailed this journey on Nolensville 411 FB page and so many others have come forward with similar stories. Beware! read more
