All packed up and unable to unload
I made all the arrangements for my unit online and paid my rental fee the same wayﾃ｢竄ｬﾂｦnever saw or spoke with anyone. That feature is awesome. Everything went downhill after receiving my confirmation email. The gate code given in my email did not work. Thereﾃ｢竄ｬ邃｢s a phone number to call on the gate. Called it ﾃ｢竄ｬﾂｦ.automated answering system. No return call. At all. I spent all morning and into midafternoon doing nothing but calling that phone number in an attempt to get a code that would open the gate. I went online and sent emails to the only email address provided. I wrote an email explaining I now had to rent the truck for another day because Iﾃ｢竄ｬ邃｢d spent the day sitting at a gate I couldnﾃ｢竄ｬ邃｢t open with a loaded truck I couldnﾃ｢竄ｬ邃｢t unload. Finally the maintenance guy got ahold of me because he has access to the facility email. He was incredibly helpful and produced a gate code that worked. We arrived at the unit Iﾃ｢竄ｬ邃｢d paid for almost 24 hours previous only to find it had a lock on it. A customer lock. We eventually found a unit that would suit our purposes and relieved to finally get moved in. Never once did any company representative contact us. Never once did a company representative do anything to make our move in fiasco a pleasant experience. Were it not for the maintenance guy, I have no idea how we wouldﾃ｢竄ｬ邃｢ve gotten in or been able to move into an open unit.
Recommended Yes
price4/5 (good value)
service1/5 (very unhelpful)
cleanliness2/5 (somewhat dirty)
- Tracy Routon
Tracy,
We apologize for the frustration and inconvenience you experienced during your move-in. We understand that your gate code did not work and being unable to reach anyone for assistance is unacceptable. We regret that no company representative was able to contact you. We appreciate your feedback and would like to assure you that we take it seriously and will be taking steps to prevent similar issues from occurring in the future.
We are glad to hear that Vaughn was able to assist you in gaining access to the facility. We apologize for any additional stress or expenses caused by the lock on the unit you had originally rented.
We value your business and would like the opportunity to make this right. Please contact us at [email protected] so that we can discuss how to best address your concerns and provide you with a positive experience in the future.
Sincerely,
Air Capital Storage
- Manager's Response
