10 FederalReviews of 10federalstorage.com

Response from 10 FederalNov 27, 2021

Thank you for reaching out with your feedback. I've looked into our systems and can't find your account with the information provided, so I encourage you to get in touch with our customer support division. They were closed Thursday and Friday for the Thanksgiving holiday, per the email that we sent to all customers on Tuesday, but have reopened for normal business today, Saturday November 27th. As I am unable to view your account with the information provided, I can only note that in general, if a unit is delinquent in payment, our maintenance teams do overlock that unit until payment is made. Please ensure that your account is paid current and you will promptly be provided with a code to open the overlock. Thank you for your business, and I hope our customer support division will be able to assist you today. - 10 Federal Management

Response from 10 FederalNov 27, 2021

Hi Michael, Thank you for your feedback. I apologize for your long wait time. Our customer support division was closed on Thursday and Friday for the Thanksgiving holiday, per the email sent out to all customers on Tuesday afternoon. They have reopened for normal business today, Saturday November 27th. I am unable to see your account in our system with the information provided, but a DaVinci lock may have been placed on your unit if it was found to be unlocked; the benefit of a DaVinci lock over a standard keyed lock is the ability to provide a code remotely, rather than customers needing to pick up a key. If you are still unable to get into your unit I encourage you to reach out to our customer support division. - 10 Federal Management

Response from 10 FederalNov 23, 2021

Hi Allen, I apologize for this inconvenience and have asked our customer support division to reach out to you and troubleshoot the issue with your gate access. We thank you for your business and hope to have this resolved very soon. Upon further review, I note that you attempted to access the facility after 10:00 PM. Per the notices sent to all tenants' emails on 11/21/21, access hours for this storage facility are 4:30 AM to 10:00 PM. - 10 Federal Management

Response from 10 FederalNov 22, 2021

Hello Melissa Ray, We apologize in advance for any issues you've experienced thus far. We are in the process of researching your account to gain a better understanding on the situation... We show that you have two separate accounts in our system. One of the accounts has an email from you stating that the unit was moved out 8/31 and should be empty. The other account was delinquent until very recently. Please note that when an account becomes delinquent longer than 6 days, it may be overlocked by our maintenance team. The tenant is also locked out of the facility automatically from the system during that timeframe. We show now that your access has been granted and you should be able to visit the facility and your belongings again. Our Customer Care team is around 7-days a week to assist when needed. You will receive the automated answering service when first calling in, but please wait for the menu instructions so you may know which numbers to select to get through to our team. We will also reach out in the meantime to discuss further and see how we can make it right. Thank you for your understanding in advance. We're looking forward to speaking with you soon. -10 Federal Storage Management

Response from 10 FederalNov 15, 2021

Thank you for taking the time to leave a review. We encourage you to reach out to our customer support division for further discussion about how we may better assist you. - 10 Federal Management

Response from 10 FederalNov 11, 2021

Hello Michelle, Thank you for your feedback. We value hearing from our customers despite their experience. We will take your input and make the precise corrections.  For tenants to gain access to their unit, rent payments must be made on time for the month being used. It would not be fair to the tenants who make their payments on time. As for the wait time, we pride ourselves on keeping all wait times under 1 minute. We will continue to make improvements on our end to make sure all customers have a wonderful experience.  - 10 Federal Mgmt

Response from 10 FederalNov 8, 2021

Hi Jeffery, We apologize for any issues you've experienced thus far. We pride ourselves in excellent customer care, so needless to say this is disappointing to hear. We can assure you we will work with our team internally to provide any additional training as necessary. After researching your account to gain a better understanding of what occurred, we show an attempted payment was made on a credit/debit card which was not owned by the person making the payment. Part of our standard protocols for security of our tenants is to verify the cardholder is present prior to making a payment and setting the account onto autopay. Since that couldn't be done we requested that the cardholder call back when able to confirm the payment and the autopay enrollment. Please do not hesitate to reach out for anything further you may need. We would like to make this right one way or another. Thank you for your understanding in advance. -10 Federal Storage Management

Response from 10 FederalNov 3, 2021

Christine, We apologize that you had issues being able to access your unit. Upon looking into your account it looks like we replaced your lock and sent you the code to open the lock on your unit. Maintenance is onsite once a week and addressed your concern while onsite. If you continue to have issues opening the lock, are you able to use a lock of your choice. If you have further concerns, please reach out to our call center. -Management