The Storage House- Highland

TLDR: majority of the time couldn't access my unit during access hours including when trying to move out, overcharged for their mistake with no refund, poor communication The 5 star reviews are misleading. They asked for a five star review upon signing up as part of their first 3 month discount. So here is my review after a year with them. The access hours are supposed to be 6am-10pm everyday, but the majority of the time I can't get into my unit after management leaves around 5pm M-F. This happened several times in the spring, several times in the summer, and several times this fall. I am actually currently sitting in the parking lot on a Saturday at 1pm and can't get into my unit as I'm trying to move my stuff out on the only day I can with holiday travel. I've texted and called their number with no response (Edit: they responded 3 hours later). When I asked them earlier in the year about frequently not being able to get into my unit they told me they would look into it and never followed up. When I followed up in person they said "maybe" it was power outage issues. I live close by and don't have power outage issues. They also overcharged me this past month. When I asked about it the reasoning was they switched their billing provider and in the process my insurance info wasn't transferred. They never notified me my insurance was not transferred and charged me for their insurance. I asked if once I submitted my insurance again if I could be refunded, or get a credit for the next month since it was a system error and my insurance didn't change. They refused, so I gave my 30 day notice. UPDATE: The companies response to my review was also misleading and gaslighting. The email and phone call they were referencing was to move your billing info to the new system. Nowhere in that email or call did they mention the possibility of insurance not being transferred, or the need to resubmit insurance info. I obviously updated my billing info or they wouldn't have overcharged me the next week, the email did not end up in the spam folder. It was a ~$20 overcharge on one month. Not that big of a deal, it was my tipping point though. My main issue was consistently not being able to get into my unit Saying "management was not aware of any issues regarding access to your unit" is laughable. I've included a screenshot of a conversation from their number where they acknowledged there have been "a lot of issues for a lot of tenants"

The person I dealt with, Carolyn, was pleasant, knowledgeable and easy to ask questions and receive quick answers. I had looked at multiple places and as May was ending, fewer units were available for my needs, and she worked with me, helping me decide my best option. I would recommend them for your storage needs