August 2nd, 2012
At A-American Self Storage, we strive to offer the highest quality storage units, the best customer service, and the most competitive rates in the industry.
We also value our customers' business and ultimately, their opinion of our self storage service. By ensuring that we effectively manage our customers' expectations, and by helping them to find the best storage unit for their budget and needs, we believe that no other self storage company even compares to our level of service. We pride ourselves on our stellar reviews on Google and other sources and believe that having satisfied customers is not only our goal, but is also necessary to our success, given the many choices in self storage.
In this particular situation, the customer's complaint was:
The customer felt that they had to pay more than the quoted rate for the unit that the customer personally selected. They also felt that our driver was late and the amount of space they needed, was not available inside the moving truck.
We attempted to resolve the issue with the customer, by doing the following:
We feel we made our best effort to adequately resolve this and look forward to seeking a resolution with the customer. Because the customer chose a unit that could not physically fit the amount of belongings that needed to be stored, the ONLY option was for the customer to rent a larger unit.
1. Instead of charging the customer our full rate for the larger unit, we discounted this from $135 to $88. We recognized that although it was the customer's decision to rent the smaller-sized unit, that they were not expecting to have to pay more than the quoted rate, for the unit they rented.
2. Otherwise, the customer's only option would have been to to rent our larger-sized unit, at our normal rate. We would be surprised if this remedy was seen as in any way unsatisfactory.
We feel that our resolution to this matter is not only fair to both parties, but an effective display of our focus on customer service and client retention. We look forward to confirming the resolution of this issue and if necessary, communicating further with the individual(s) involved, so that an acceptable conlusion is met. We thank you for your business.