Storage King USA - 073 - Pace, FL - Hwy 90

I opened my storage unit in 2021. In April of 2022 I lost my job wasn’t working for three months. I am Going through a divorce. 6+ Pregnant and needed to find a place to live. I got behind on my payments due to these life factors and advised over communicated when payments could and would be made. I was not aware of an additional lock being added to the storage unit and I drove hrs to get there. when I came in to ask why transparency wasn’t given seeing a Matt had no issue calling me two times a week about plans to pay the lien added if 30 days of and constant communication was done on my end. Matt got an attitude Matt advised that it was in the contract I signed a year ago. Matt took my crying as aggression and attitude and threatened to add a lien early to my unit due to asking he no longer call me. Even though he had been advised on June 30th of when a payment was going to be made. Customer service/empathy/sympathy go a long way when in the business of people and I hope your company takes customer service training into consideration for the employees you hire.

I stopped at the Pace location (073) and spoke with Matt (Property Manager) about pricing and availability for a storage unit. I ask about various discounts and he advised that my discounts would found online when I complete my lease agreement. I did as advise and made my reservation online. Shortly after making my reservation, Matt phoned me to see if there was anything that he could do to assist with my rental, ensured a unit was available and to get a more approximate date I would be moving in. He was very nice and remembered me from my first office visit. Yesterday I stopped by the office after completing the lease agreement online. Again, Matt remembered me and was very professional but friendly and easy to work with. He had my unit assigned within minutes, gave me his business card, business hours, gate access, gate code and even followed me to my assigned unit to ensure it was move in ready. Matt also assisted me with reserving a utility trailer to assist us with the move. Within minutes we had this paperwork completed with a pick-up time and drop off time assigned. The office was stocked with other packing items one might need for a move. In closing, I was very surprised that no military discounts were offered due to having two Naval bases in the area (Pensacola NAS and Whiting Field). Nothing that Matt could do to assist in this matter, but thought that the upper-level management should be aware of this and perhaps review their polices. There are many military families in Pensacola, Pace and Milton and bring a lot of dollars into the communities, as well as our soldiers fighting for our freedom. A military discount is just a small way to giving back to our soldiers and their families. Please consider??? Thank you Matt for making such a stressful situation for me more pleasant. I will refer everyone to this location.

During my visit to this site to sign my paperwork and pay. I was greeted by a woman who asked me why I was there. I explained that I had made my reservations online and had my paperwork with me. She asked my name and when I told her she quickly glanced down at some print out she had and said she had no reservations for me. And then said I needed to wait for her to finish up with the customer that was there before me. It took close to 15 mins for her to return and when she did she was not anymore polite or professional at all. She looked again and told me that I did not have a reservation. I explained that I even called to move my move in date and she spoke over me telling me how I did not talk to anyone at her facility and that she was the assistant manager and she would know if I had a reservation. I asked to please double check and sure enough my name was on the sheet. She was looking at the wrong paper. She never apologized for this mistake not even once. When she gave me my units number and said I could go out there I found it locked with a yellow lock so I went back to the front office and she was not in the front anywhere she was in the restroom. It took like another 10 mins for her to come out of the bathroom and then she was short again with me when I told her about the lock on the unit. I do not think that 1 employee is sufficient enough on a Sat when it should be busy I do not believe that the front office should be left unattended at all ever. With our without cameras it is just not professional at all. I am continuing to rent my storage space but under normal circumstances I would have left as soon as she treated me like it was a bother for her to do her job.