Douglas O.
Renter beware
Renter beware! Look elsewhere for a safe and secure storage facility. We have rented for 3 months and have had multiple issues, access issues with the gate not working, theft, flooding, mice/rats, and reported people actually living in an adjacent unit. There is no on-sight staff to help, you must call a number to be routed to a person working from their home (typically unprofessional with lots of background noise). We have never talked to the same person more than once and have called at least 20 times in 3 months. Each time we call they say they will try and help with no follow-up. Needless to say, we have moved our items out to a place into another storage facility. I should have known that this was not going to be a good place when we were first placed into a unit that had some else items already in the unit. When I called to let them know the person on the phone acted as if that happens all of the time. I usually do not post negative reviews but I gave them the benefit of the doubt - don't make the same mistake. Update following the "management" response: #Unit 31A located at 3943 Platt Springs Rd. We have emailed and called several times regarding these issues without resolution. Your "industry standard" contract may legally omit you from doing what is right by compensating us for our losses but it does not limit our ability to inform others of your business practices. UPDATE #2: I appreciate your reaching out to me again through this review site. We emailed images on Sun, Nov 29, at 4:33 PM showing the water in the unit, damage to our personal belongings, and the rat/mice dropping. I even left the rat poison in the unit out of respect for the other tenants (which your maintenance person should have found upon their inspection). We have spoken to your customer service representatives more than 6 times. The last 4 times we spoke with someone (again a different person each time) they indicate that they have noted on our account that we would like to speak to an account representative and someone will be in contact with us. As of today, still no call, no reply from an account manager. Why would you post a reply on this site when you have our contact information? Why did you not call yourself? This is exactly what I am referring to as your companies business practices. The lack of personal attention to these issues by 10Federal is deplorable. You have my number, please don't post another reply - but call! I will update my review upon a suitable resolution and after speaking with an account representative or better yet, a manager or even the owner.
Response from 10 FederalDec 1, 2020
**Updated Reply Hello Douglas, Thank you for providing your unit number and location. We can now see that you are listed as the contact person and not the account holder and that is why we were unable to find the information. After careful review of the account, we see that there was a negative review sent in by the account holder on 11/15 saying that we removed the lock from the unit and didn't give notice. After confirming that we did not remove the lock and wouldn't do so without notice, unless it was an emergency, we saw on video what appeared could be someone removing items from the unit. We immediately contacted the account holder giving them the details that we had. He seemed to be very pleasant and appreciative of our call from the account manager. On 11/28 we see that there was a report of a flood in the unit. Upon inspection by our maintenance technician, there was no visible sign of any leak or water damage to the unit floor or the insulation in the ceiling. We apologize if you have gotten some background noise when making a call to our customer support center. Our initial recording does tell you that you may experience that due to the pandemic and our representatives working from home. We also have had no reports of any mice issues and have monthly preventative exterminator services. Per your review, you said that you have moved out. Please be sure to contact the customer support center to go through the proper move-out procedures to ensure that your account is closed properly, otherwise, you account will continue to incur charges. If you would like to reach out to us personally to discuss any of the above mentioned, please contact our customer support center and ask to have the account manager reach out to you. Thank you, -10 Federal Management- Hello Douglas OFlaherty: We apologize for your experience. We take pride in the cleanliness or our facility and the care from our customer support team, so we're disappointed to hear of what may have occurred. This is the first we're hearing of these issues. We've tried to locate your account in our system but cannot seem to find your information. As we noticed that there was not any contact information left with your review, we'd like to kindly request that you reach out to us to discuss further so we can understand how to make it right moving forward. Hoping to hear from you soon. Thank you in advance. -Management