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Otter Self Storage - Reynolds Killeen

5904 East Veterans Memorial BoulevardKilleen, TX 76543(512) 361-1686

3.5 out of 5 - based on 3 reviewsOtter Self Storage - Reynolds Killeen

About Otter Self Storage - Reynolds Killeen

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Customer Reviews of this Facility (3)
Mold/Mildew in “Climate Controlled” Storage
This was, without exception, the WORST experience I have ever had with a company. We rented a unit in the “climate controlled” area (which is only TEMPERATURE controlled). After ~2 weeks we returned to find our furniture ruined because it was covered in mold/mildew (a $1500-2000 media couch). Their recommended insurance won’t cover the loss, Otter won’t reimburse ANY costs. So in full PPE I removed our property. Unboxed it outside to find even triple packaged items to have moisture coating on them. And measured the moisture level myself in the building on a hot sunny day...77-80% (the outside was 55-60%). Max recommended for storage is 55%. Even their own chair sitting in the hallway in the building had mold growing in it. With all costs I am probably out nearly $3000 or more. I would never ever ever recommend renting one of their “climate controlled” units. And the unwillingness to do ANYTHING to make it right (even from the regional manager Marty) would prevent me from recommending Otter to anyone. Stay away.

Otter Self Storage - Reynolds Killeen

Price - 3/5
Paperwork - 3/5
Service - 1/5
Cleanliness - 1/5

Manager's Response

Bryn - we appreciate you reaching out regarding this incident. The climate controlled area was completed within the last month and we have had no known issues for leaks or water. We are aware that the area itself has received much rain and when moving in the rain if items were exposed and brought into a unit, climate or not, mold will grow no matter what. We have had many other customers move in without incident in that building and we have no evidence that there was a leak above your unit as water would have been on the floor. However, we are gravely sorry that this occurred but as the lease states and with all self storage companies we are not liable for your belongings. We provide a storage unit for that space which must be insured, however that insurance policy like any other policies requires proof of there being a roof or a leak in any nature during the claims process. We want every customer to have a safe and clean space, but there a lot of elements we cannot control and in this case we have shown no wrongdoing on our end. We are willing to help and provide all avenues of communication which we did by having our manager meet you on site to take pictures. But we aren't in the business of reimbursing customers for items we don't own or are responsible for. Again, it truly saddens us that this was your experience as there really is no way to save those feelings but we want all of our customers and prospective customers to know the truth behind every comment and how the storage process works.
First Time Storage User!!!!!
I googled some companies for storage and found 1 prior to Otter man and as I got distracted trying to multi-task the unit I needed was taken and it was the last one. So my search began as I realized not all storage companies were created equally. I luckily came across Otter Self Storage and it was exactly what I needed. The website is darn near fool proof and it was such a relief how easy it was to navigate. As a matter of fact I registered my new account,reserved my storage unit of choice and paid for it all within about 10 or 15 mins. The whole process was so easy and so fast, the office manager gave me a personal, routine, complimentary phone call as she saw some of my information and wanted to make sure I didn't have any questions. When I told her I had already finished renting a unit and was all set, even she was a little amazed by how fast I got it done as my info just made it to her not too long before she called. If that doesn't tell you how easy it is, try doing the same with another company. Moving day came and I had an email stating all the info I needed to find and obtain my unit. The office manager was out briefly and the one question I had was answered effectively by one of the friendly staff working outside on the building. The whole process was simple and fast. Glad to have piece of mind about my belongingsрџ¤Ћрџ’њвќ¤

Otter Self Storage - Reynolds Killeen

Price - 4/5
Paperwork - 4/5
Service - 4/5
Cleanliness - 4/5

Manager's Response

Shanae thank you taking the time to provide a review for our services and the facility. We at Otter Self Storage work to make the process as convenient and quick as possible for our customers. We appreciate your business and loyalty!
The experience was amazing and very professional.
My move in was a great experience and the customer service was an easy 110% awesome. Thanks Otter Storage you totally rock great service

Otter Self Storage - Reynolds Killeen

Price - 5/5
Paperwork - 2/5
Service - 3/5
Cleanliness - 3/5

Manager's Response

Victoria thank you for taking the time to provide feedback and we are thrilled that you had a great experience! Cannot thank you enough for your loyalty and business!
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