I’ve been renting a unit since October at this location and have had not had any issues until I received my billing statement today that reflect a nearly $20 monthly increase. I called to ask the breakdown of why my bill was going up, and the general manager was EXTREMELY nasty to me. She stated that “someone should have told me the promotion was only for 6 months” and I calmly responded that I hear her and that discussion never occurred when I moved in. Both ladies working at the front desk at the time I picked up my keys were very sweet and helpful, but never provided any information about billing—only information about how to get in and out of the unit and building.
The general manager, named jolitza, was awful. She was literally screaming at me over the phone, she did not let me finish my statement when I attempted to explain that I never received any communication in person, via email or over the phone about a promotion only lasting a short period of time, ever. She was talking over me and not letting me get a word in until I had no choice but to hang up. I used to work in customer service for 6 years and I understand how to speak with customers and with customer service personnel, and this lady is absolutely awful and does not need to be speaking to any customers in any capacity.
My thought process is: if the price change can occur without warning and without any documentation, what is to stop them from charging me even more another 6 months from now? I’m new to renting storage units so it would have been nice to have someone explain how the pricing is managed, instead of the terrible interaction I had today. Imagine renting for a place to live and your rent just randomly goes up without any type of communication or explanation.
If jolitza had assisted me and was calmer and nicer over the phone, I might have been able to get over the increase. But, who wants to keep their items in a unit where the management is so awful? I regret ever storing my things with cubesmart and will be looking for other options even if they end up costing me more. No one should be treated this way.