Reviews
This profile includes reviews for SmartStop Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 57 Customer Reviews
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Review fromLaurie T
Date: 09/01/2024
Buyer beware. 'No long-term contracts' sounds attractive until you realize the company can increase your rent on 30 days' notice whenever they want to...close to 40% in our case. It's just not worth storing things here when you consider the cost of moving goods in, your labour, and the cost of moving them out again a few months later when you start getting 40% rent increases. Read the reviews for similar experiences. If possible, give your goods away to family and friends, donate them to charity or sell them. This industry has become so greasy your goods will feel sticky.Review fromShawn A
Date: 08/28/2024
I rented a storage space from SmartStop in ********** for three years and every year the monthly charge would increase by $20 or so. In August of 2024 I noticed an extra charge of $120 added to my rent (50% increase). After three or four calls to find out what had prompted this outrageous extra charge, I was only told that the monthly rates have increased! Such a significant increase in monthly rents without any advance notification is totally unacceptable and irresponsible. I plant to move my belongings out before the month's end.Review fromJamie B
Date: 08/25/2024
This facility has gone steeply downhill. Front doors are broken. Lights are out in some of the corridors, leaving them completely in the black. The corridor where my space is has been dark for over a year. Try balancing your phone in one hand to shine light on your lock while using the other hand to open it, and then move about your space. I've complained multiple times. They have a skeleton crew there, sometimes leaving the entire facility unstaffed during their already skimpy business hours. No one answers the phone. And the corporate phone number that is posted is never answered either. You go through the phone mail option maze and never end up with a person or even a voice mail box -- just advice to "go to our website." Meanwhile, they have steeply jacked up rates. Several spaces appear to be inhabited -- as in, people living in or at least out of the spaces. On my last trip, there was no employee onsite. I entered through a code-controlled side door, as directed by the sign on the front door, "Door is broken. Use side door." The indoors entrance to the office had a sign it that said, "Will return at 4:30," -- except that it was already after 5 ******** And they keep all of the dollies locked in the office. You may not use them unless you leave your drivers license with an employee at the counter. At 5:30, a stressed out young woman entered the building, apologizing for the unstaffed office. She collected my drivers license. After we moved our item, I returned with the dolly. But the office was locked and unstaffed AGAIN! We knocked and shouted for 10 minutes. The girl appeared another 5 mins later and said she'd been left to run the place alone because someone else had not been showing up for work. I asked why the place had gone down far downhill. She said it was "under new management... well ... they haven't had a manager here this year." I wished her well and said she should look for a better job. I would never allow my daughter to work alone there.Review fromKyle R
Date: 08/10/2024
Place is trash, Dirty, expensive and not friendly Cambridge location is in disrepair,dirty and looks like its broken into regularly Stay Away!!Review fromSteven M
Date: 07/23/2024
Last place you want to put your belongings. Five days late on rent your locked out and charged a late fee.. they just raised the rent $60 without notice they have an outrageous late fee of $80 . Your legally only allowed on property for three hours at a time to many rules.. threatened to be trespassed for being there over three hours.. the corporation take advantage of individuals who cant fight back against there polices that are not in the customers interest at all.. u have no rights and the corporation can do whatever they want not the position you want to put yourself in, once your signed up , your hands are tied..Review fromAudrey S
Date: 06/27/2024
Smartstop - is a terrible business. If you are late or miss a payment. They start harassing you by phone, text and email. They also fine you $70.00 on the 7th. Then start sending threats that you will be fined $125.00 by the 1st of the following month. This is for a $140.00 storage unit. The calls are relentless and of a threatening nature. Telling you youre being fined. It doesnt matter if you tell them not to contact you. The continue to call, Tex and harass anyway. They also will not allow you to change your storage unit to get a better price. They are ripping people off and apparently have the ability to charge outrageous fees and harrass you several times a day.Review fromSusan F
Date: 06/07/2024
My rental fee increased by $50.00 and supposedly a letter was sent. I never received one. The lady on site said she sent in my concern to corporate last Saturday but no one has responded. I want an explanation for the increase because this is the second one in a year. This is not good business. ********************
SmartStop Self Storage
Date: 06/10/2024
Thank you for reaching out, ********************. Our team has attempted to contact you regarding your rental increase but has been unable to reach you. Please reach out to them directly at ************ so they may discuss your rate. Thank you!Review fromRobert B
Date: 06/03/2024
Basically they are the epitome of gouging. I received a 62% rate increase without notice. Supposedly they sent a letter about 5 days before the monthly increase. It appears they think they have a captive market. The location of the storage has rarely had anyone available to answer questions or provide any services over the last 2 years. They will not allow anyone to remove trash from a unit and throw it away on premise. That rule apparently was instituted within the last 2 years. Find another rental facility. I would select no stars if it was available.SmartStop Self Storage
Date: 06/11/2024
**********************, we want to assure you that your concerns are of utmost importance to us. Our District Manager has personally contacted you and addressed these concerns. We are glad you were able to connect and come to a resolution. Thanks!Review fromDiane H
Date: 05/30/2024
They advertise video surveillance: there is none. My unit was broken into same day as police came for another one. Live chat not working on corp website; left message with corp & filed a complaint with branch office - no response or follow up from either. ***** in office nice & tries but not responsible his boss is who never calls. Do Not Rent There,SmartStop Self Storage
Date: 06/11/2024
We look forward to assisting you with your claim. Please call ************ or email your contact information to [email protected] Claims Specialist will be in touch to discuss your claim. Thank you for your cooperation.Review fromPatricia H
Date: 05/04/2024
Funny how nearly EVERY customer review here is overwhelmingly negative, yet they maintain a 4.5 rating on ****** reviews and an A+ rating here.....I went through the ****** reviews and immediately spotted some questionable 5 star reviews that were obviously created with a fake account.DO NOT DO BUSINESS WITH THIS PLACE. Just don't do it. They give you an initial rate that is reasonable but don't inform you that the rate changes in 6 months or so. And it doesn't go down...no, it goes WAY up. No notice or warning....I signed up for Auto-pay, so one month all the sudden I'm paying nearly double. When I talked to the employee at the front desk, he informed me there was nothing he could do and that the rates are automatically programmed in the computer to go up after a certain amount of time. Does that sound like good business to you?Oh, and forget about customer service, especially at the ***********, ** location. *******, or whatever her name is, is NOT helpful or caring....no, I describe her style as more judgmental and combative. But, hey, she does do a great job cleaning the bathroom, so there's that.The hours ****, the air conditioning is either broken or just not on, and the way they have the building set up is inconvenient, especially if you're unit is all the way in the back. There's only two ways in and both are at the front, so in that case you would be dragging everything down long, narrow hallways that go on for days.Conclusion: This storage location, and the entire company is just a shameless cash grab. They are essentially slum lords. Rich people don't normally get storage units, for the most part. The middle/lower economic classes do get them....so to rip off people's HARD EARNED money in such a callous, slimy way....it's disgusting. DO NOT WASTE YOUR MONEY!!! PLEASE!!!SmartStop Self Storage
Date: 05/07/2024
Dear ************,Thank you for reaching out. Our district manager has tried to contact you. Please return their call at the number they provided.
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