The facility is great, but the employees could be better trained
When StorageMart called me to confirm my reservation that I had made through Sparefoot, they neglected to tell me that I needed to come in a pay now to lock in my price and available storage container. They had mentioned that I could "come in any time between that day and the day that I had scheduled to start my reservation." I happened to go in sometime between those two dates and my name wasn't on the list anywhere and was told by a different person that my storage locker hadn't been guaranteed to me as I did not go in and pay for it when I had reserved it. Whoever originally called me didn't give me the information that I needed, so I ended up losing my reservation and the free one month for AAA members that was available via sparefoot. It left me with a bad first impression and I ended up having to pay $10 per month more because my storage option was no longer available and I didn't get the AAA discount. If the employee who originally contacted me had been clearer that I could potentially lose my reservation, I would have come in sooner. The employees on site should be trained better for Sparefoot reservation information to prevent customer dissatisfaction.
We are very sorry that your move in process didn't go as well as it should have. You are right and this was a training issue that we have since corrected. We have also tried to contact you to let you know that we will be honoring the AAA free month special by crediting the month of July and hope that you are satisfied with our solution. Please contact us at firstname.lastname@example.org if you have other questions or concerns.
- Manager's Response