ezStorage reviews and complaints 3
View all 6 complaintsezStorage - Charged for Entire Month Although Unit is Vacant
I rented a storage unit at the EZ Storage in Woodbridge, VA for a deployment to Afghanistan in October 2014. My account was set up on auto-payment and my bill was always paid on time. My original rental rate was $135 a month and then increased in Jan 2015 to $157 a month, which I continued to pay faithfully. I finally went to pick up my belongings and move out on Saturday, August 1st before 5pm. Upon check out, I was told that I would be charged the entire month of August the full $157 anyway. When I asked if I could be prorated for the 1 day rather than charged the entire amount the Store Manager told me in a very unprofessional way that "I should have read the fine print and would have needed to be out by 5pm the day before to not be charged". I was shocked to be treated this way after being a good paying customer for many months, especially after going overseas to defend our freedoms. I normally don't complain but I was appalled by the lack of customer service and the unwillingness of the Store Manager to even attempt a reasonable resolution. If EZ Storage plans to conduct business this way, then I will be sure to tell all my military colleagues to NEVER use EZ Storage.
ezStorage - Charged for an entire month although storage unit is vacated
I had been renting an EZ Storage unit in Woodbridge VA, since Oct 2014 when I deployed to Afghanistan, I always paid on time using a credit card on auto payment. Today (August 1st 2015), I vacated the unit before 5pm and upon check out was told that I would be charged the entire $157 for the month of August anyway. I normally would not complain however, I was shocked at the Store Manager's lack of customer service, telling me "it was in your fine print and you needed to be out yesterday before 5pm". I was shocked and appalled that a Manager would treat a good paying customer this way, especially one that served overseas to protect our freedoms at home. I just want to be refunded or prorated for the 1 day in August, something that any reasonable business would normally do. If EZ Storage plans to adhere to this policy and not provide good customer service, I will spread the word to all my military colleagues to never do business with this company ever again.
ezStorage - Auto termination of contract because I had not put anything in unit
I paid for a rental unit since August that I was unable to use because of health reasons. The payment on the unit was current and I owed the company no money, I simply hadn't had a change to load my belongings to the locker. October 1st I received a call from the property manager who told me since I had rented the space since August and had not put any of my belongings in the space, they were releaseing the space and would cut off my lock, or I had a choice to re-renew my contract (with another 22 processing fee). I read my contract and no where in the contract I signed did it say if you did not occupy the space while you were paying for it, it would be released.
I will never do business with the company again and I urge others to think twice. How can the company inforce a rule that is not in the contract signed by the renter?
The complaint has been investigated and resolved to the customer’s satisfaction.
ezStorage Corporation’s response to this comment:
Customer service and providing the best self storage experience in the industry is foremost at ezStorage. Unfortunately, Ms. Horton did experience “less than our best” effort on which I’d like to elaborate.
The situation that occurred with Ms. Horton’s storage unit being vacated prematurely was not done maliciously and was in fact done to save Ms. Horton unnecessary rental charges. The resident managers discovered through the monthly “mirror check” that Ms. Horton’s unit was empty so they vacated (moved her out) the unit out of the Point of Sale system before another month’s rent was charged to her. Their intent was to see that their customer was not charged rent on a storage unit that she was not using --- simply put, it was empty so why should Ms. Horton pay more money. We regret that these actions were not satisfactory to Ms. Horton and that they caused her any inconvenience. Upon hearing about the situation in January, we immediately sent a formal apology letter to her regarding her dissatisfaction and sent her a refund check for the administrative fee inadvertently charged her to re-rent the unit. Obviously, our formal apology was not accepted but once again, we do apologize for any inconvenience we’ve caused. We are the self storage industry leader in the MD and VA markets; we credit this to our superior product and our passion for excellent customer service. When we fall short, we admit it.
Jill Fairchild
VP of Operations
ezStorage Corporation
Latest ezStorage Reviews
fees associated with monthly rentals... fine print Charged for Entire Month Although Unit is Vacant Charged for an entire month although storage unit is vacated Rip-Off Auto termination of contract because I had not put anything in unitGiving a Voice to Consumers
At ComplaintsBoard, we know how real consumer issues matter. Our platform is a special place for honest opinions, where people share their reviews openly and honestly, whether good or bad.
Our team checks each complaint or review thoroughly to confirm that each one comes from a real customer experience, keeping our platform trustworthy.
We're totally cool with complaints, as long as you've got some evidence to back it up. Whether it's a photo, a detailed story, or documents, providing evidence makes your complaint more believable and helps others make smart choices.
ComplaintsBoard is more than just a place to share complaints; it's a community where we talk things out fairly. We welcome reviews that not only point out problems but also mention any positive experiences, giving a balanced view.
We're dedicated to providing a fair and unbiased platform for all complaints. Every complaint is important to us, no matter what it's about, ensuring your concerns are heard and respected.