Thornton Road Self Storage

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Address: 8627 Thornton Rd, Stockton, CA 95209, USA

Phone: (209) 476-9700

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State: California

Zip Code: 95209

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Reviews

So the past couple of years I have had a unit with this facility. Due to job layoffs and other financial issues there were late payments, etc but the staff has been really good at being professional, polite, and honestly didn't try to make me feel bad about my situation.  Until today...I called about a payment that went through for automatic payment which was sent through a second time without notice, warning, or it being explained that it would. I was frustrated however I still wanted to see if there were any options for the paint to be reversed. A woman answered the phone, can't remember her name but sounded like an older lady and just the way she answered was very unpleasant. I attempted to explain the situation but she kept cutting me off and even when I tried to interrupt to finish my sentence she would not allow me to. First she said they were using a new company for card payments so things changed. Then she said that I was called and told the first attempt was rejected and should've been told the system would try to pull the funds again. I advised the voicemail that was left which I still have stated the payment was rejected and to check my card info it did not state the system would make a second attempt or else I would have been expecting that to occur. Also I did not just enroll in auto pay, I utilized this feature a month or two ago and a second attempt was not made the first time. So I can say from experience that again there was no notice for me to know or expect a second attempt to pull the money from the card. She then told me I can dispute it but then I'll get fees and she really offended me when she viewed my account and tried to assume I would be making a payment not tomorrow, not a few days later, but later in the month like she know my pay schedule or my finances
 Basically she made me feel like my business was nothing but when I do pay late and incur fees that's more money in your business account so why are you acting as if my late payment affects you in any way shape or form? 

THE REP THEN HUNG UP ON ME AFTER I TOLD HER DON'T MAKE ASSUMPTIONS ABOUT ME AND WHEN I CALLED BACK TO TRY TO SPEAK WITH SOMEONE ELSE SHE DIDN'T ANSWER, SHE IGNORED IT AND I KNOW SHE DID BECAUSE I CALLED RIGHT BACK AND KNOW THEY HAVE CALLER ID. SO I LEFT A VOICEMAIL AND WE WILL SEE IF A A MANGER CALLS ME BACK OR MAYBE SHE'LL TRY TO DELETE IT BUT THAT'S THE THING WITH THE INTERNET AND SOCIAL MEDIA THERE'S MORE THAN ONE WAY TO BE HEARD OR SEND A MESSAGE. 

I have kept my storage though at times its been difficult not because I don't the space for my property in the storage but it was more convenient to have the storage. I had such a positive experience with this company and today one person totally changed that and I felt like if they let people treat their customers in such a rude and disrespectful way then they don't care about their customers. I would love for a manager to call me. Perhaps they can remind me of the wonderful, polite people I've dealt with the past year or two I've had this storage unit. Customer service is a representation of the company you as a customer service rep are representing the company at a customer facing level. The way you treat people matters whether you value their business or not
 Especially someone like me who apparently went through a difficult financial stage and still chose to do business with you whether I needed to or not. It's frustrating and it's sad.

 9 years ago (12-10-2016)

was really rude to a close friend of mine for no reason, will not use them for my storage needs

 9 years ago (16-12-2016)

Reasonable price and convenient location 

 8 years ago (05-06-2017)

They provide a truck if available 

 9 years ago (15-01-2017)

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