Kendall
Horrible Service
I'm not at all pleased with the customer service received from 10 Federal. A couple of months ago while attempting to access my storage unit, the gate malfunctioned causing me to be stuck inside the parking lot. Being very late at night and not at all well lit, it was difficult to find any alternate exits points. Thankfully, another patron was entering the gate and assisted in tricking the arm to remain open so that I could exit. This patron also noted that the same issue happened to him 2 days prior, noting a pattern of interrupted service. The next day, I contacted your service department. While I understand that the situation was due to another vendor, there was no signage or communication to patrons who are paying for 24/7 access. Upon trying to express this to the poorly trained service rep, who may I note stated she was a supervisor, I was met with the rude and repetitive comment of "this is out of our control." A little bit of customer service goes a very long way and 10 Federal has zero. That said, we will be terminating our services with and in good faith will not recommend to others. It's amazing that 10 Federal customers are expected to make on time monthly payments for 24/7 access, yet 10 Federal has not provided said promised access nor made any concessions for when service is interrupted.
Response from 10 FederalJan 2, 2020
Hi Kendall, We sincerely apologize for your experience. We strive to ensure our customer's happiness at all times. Our team works hard at making sure that everyone is satisfied with their services, so to hear that you were not pleased is disappointing. As technology can be so wonderful, sometimes it can malfunction and cause issues. When a gate malfunctions, we do our very best at making sure all customers are aware with emails and signage the moment it happens. We also take great measures in making sure our customers are still able to access their units and/or exit the facility when a gate is down. Please feel free to reach out to us at anytime to discuss your experience further as we want the chance to make it right. Thank you for your business. -Management