Public Storage - Campbell - 509 Salmar Ave

On September 14th we received an email from Public Storage starting out, "As we notified you on August 31, 2020, the storage facility located at 20565 Valley Green Drive, where your goods are currently stored, is undergoing a renovation project than will begin on October 1, 2020." It continues on to tell us to ... transfer your goods to a new storage space later than September 30, 2020." We did not receive any notification on August 31, 2020 from Public Storage either by email, postal mail or by phone call. We did receive emails from Public Storage on August 12th (monthly storage invoice) and September 2nd ("Your Payment Receipt # 871388272), but nothing on August 31st. We were given only 15 days to find storage space at a different facility when all of the other renters were given 31 days (assuming they received the 9/31/20 Notice). As a consequence, we found that there were zero storage units available at all of the facilities within a reasonable driving distance. As a tech exec that has worked for the best user experience companies in the world, Apple, Intel, and Nokia, I say to you that your management decision process is deeply flawed. If, in mid-July there was even a 50-50% chance that this renovation project would start on September 1st, then PS management should have directed Marketing to alert customers to that possibility. Giving Finance greater power in decision making over the customer notification strategy than Marketing/Customer Service puts PS squarely in the company of those who only give lip service to user experience. The only reason I gave PS a poor rating and not bad was because your customer service has done a phenomenal job at helping people find storage units at other PS sites. I rate Customer Service firefighting (pulling PS bacon out of the fire) a Great, and it would be even better if they enthusiastically found units for displaced customers at all storage companies rather than just PS sites.

Diane was awesome to work with! Love her attitude!

Cassandra was great. She knows her product. She knew what I thought I needed wasn't going to work and she was right.