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December 4, 2002

Public Storage
3850 Forder Road
Saint Louis, MO 63129

Dear Sir or Madam:

As a previous customer, I am very dissatisfied with Public Storage. I have experienced several instances in which Public Storage has not portrayed themselves as a professional business.

First: I called PS on October 23rd, 2002. I requested a 10x10 unit for one month and was quoted a price of $11.00. I asked the representative if that was the only charge and he assured me that if I were only to need the unit for thirty days, this would be the only charge. He also told me that if I needed a week’s extension, I could get that from your office, up to fourteen days. At that time I put a hold on a storage unit located at your premises. For the next three days, your company called me two and three times a day asking if I wanted the spot. After the first two days it got rather annoying. Why give me a seven day hold and then pester me everyday about the spot? Second: Once I finally got to your location, no one was around. In fact, I called several times and apparently no one ever showed up for work that day. So, I returned the next day. There was a young man there and I notified him that I would need the spot for only one month. He told me that you required insurance, at a price of $6.00. He also attempted to sell me locks and boxes, which I refused. Finally, with a total bill of $17.00 and one month, I signed the contract and began to move in on October 27th.

For the next four weeks, I received calls approximately every three days. These calls were related to the "late fees" which I had "incurred" because I did not pay my pro-rated amount on the unit. I told the callers that I would only be there a month and I would move out in my allotted (and paid-for) time. They usually said OK and then called me again a few days later, as if they knew nothing. I also received numerous bills in the mail. Is there any note-taking or communication between departments there?

On November 24th, I received yet another call, this time from a man named Craig. I spoke with him about the account. He told me that I had to be out by 5:00 PM on November 26th or I’d be locked out. At that time, I had not yet secured my residence and I inquired about a week’s extension. Craig told me that I could get another week, but I’d have to also pay all the "late fees" incurred. Since I had not notified your office on the first of November that I would need another week, I would be liable for these fees. I found that a bit ridiculous. How should I have known, when I moved in on the 27th, whether or not I’d need another week?! I asked him if he was willing to lose a future customer over something so frivolous and he stuck to his guns. I understand that you have policies, but some leeway should have been given in my circumstances.

As it turns out, I did not need the weeks’ extension and I moved all my belongings out on November 26th, at approximately 2:00 PM. The unit was empty, cleaned and there was no trash.

Lastly: On December 3rd, I received yet another bill. This time, the bill stated that I owed another $22.00. These fees are: Rent, $6.60; Insurance, $5.40; and Late Fees, $10.00. This has now become highly irritating. Why do I owe these fees? I moved in and out within my allotted thirty-day period. I also endured your employees’ barrage of phone calls and mail. I did not "overstay" my lease, I did not trash the unit, I simply did what I ‘signed up’ to do. Please remove these charges from your books immediately.

I am very dissatisfied with Public Storage. When I moved in, several times I communicated with the Customer Representative on the phone and also the young man behind the counter that this was only needed for thirty days. I was assured both times that this arrangement was fine. In the future, I suggest that you let customers know up front of all the hidden charges (insurance, late fees) when they move in for a month. I understand that most of your clients are long-term but special attention should be given to customers with short-term needs.

I have called your office and left voice mail. I have also written a letter to Public Storage Customer Service about this matter, and look forward to a phone call from both parties.

Sincerely,

William Hanke