George
Poor Services
After 15 years of renting a space with the Extra Space Storage in Rahway, New Jersey, I decided to move to the CubeSmart at 1004 US Highway 1 in Rahway, New Jersey. Evidently, I left the Extra Space Storage because of high turnover with their staff and poor customer services resulting from lack of consistency. Although I was excited to move to the CubeSmart because they pride themselves with great customer services, I have now come to realize that I should have stayed with the Extra Space Storage, which is actually closer and convenient to my house. In any event, I rented a 10X15X12 at the location in question (CubeSmart) at a rate of $192.90 per month, which includes taxes and insurance, so I paid for 12 months in advance to benefit from their 13th month free promotion. Needless to say, this promotion is industry standard and the Extra Space Storage have actually been reaching out to me to return with two months free for being a good customer. Nevertheless, my CubeSmart monthly fee has now been raised to $229 a month, so I went to the office and attempted to discuss it with the manager to see if she could offer me a better rate. Thus, somewhere in between the $192.90 and $229, since I pay on yearly basis; however, she declined it and also did not make me feel appreciated as a good customer. As such, I contacted the corporate office to express my displeasure about the poor services being received. In spite of that, the District Manager, Julio who contacted me was even worst, as he did not seem to care and told me that my rate should have been higher than the $229, but their system made a mistake and quoted me the wrong rate. Incredible! Additionally, he indicated that the 10X15X12 units were in high demand and he could have gotten more money from another customer. Undoubtedly, I was shocked and very disappointed but not surprised because I once reported a poor customer service issue to him regarding the same store, but he did not make me feel he understood what customer service is all about. The good news is that I have choices and their poor services have left me with no other option but to move on to another company, who will treat me as a good customer and also provide me with the basic services that I deserve. Having been in the customer service business for over 30 years and also taught for 20 years, I will not be surprised if they continue to lose customers like me because of poor customer services. Frankly, I could have shared my negative experience on Facebook, Instagram, Linkedln but chose this option because it's my hope that the company will take corrective actions to ensure that their staff are properly trained to provide better services to their customers.