Ms Reed in Peterborough

I wish to post a complaint regarding my experience with Peterborough Self Storage due to the owner’s lack of customer care, lack of professionalism, and overall rudeness. On October, 4th 2010 I posted the following complaint to an online complaint board. <p> “Starting in July 2010, I left two telephone messages and sent two email letters to Peterborough Self Storage complaining about the noxious odours contaminating my storage unit from the neighboring unit. The unit next to mine smells of mothballs which are prohibited according to the rental agreement. According to the storage restrictions found online, odourous and hazardous materials are not allowed. The manager of Peterborough Self Storage has not returned my calls or messages. The unit next to mine continues to emit noxious odours after four months. All of the items in my unit now smell of moth balls.” <p> On Friday Oct. 15, I was finally contacted by Peterborough Self Storage. I had just left my payment for the next three months in an envelope with a message on each of the cheques stating that there were "Noxious Odours" coming from unit D-2. The owner of Peterborough Self Storage called me to find out what she was to do with the cheques. She wondered why I was continuing to pay the rent if I was unhappy with the service. I replied that I was paying to have access to my storage unit even though I am unhappy with the lack of service. I asked the owner of Peterborough Self Storage if she had any other units available that were away from the noxious odour. She replied that she did have other units available but she would not be willing to offer one to me until I removed my online complaint. I told her that I would not have made the online complaint had she replied to any of my four previous messages. <p> The owner of Peterborough Self Storage explained that "moth balls are known packaging agents." When I pointed out that her website says not to pack "items with strong odours," she retorted "moth balls are known packaging agents". I proceeded to tell her that mothballs are a known carcinogen. In researching the proper use of mothballs, I found that they are to be placed with the clothes in a *sealed* container where the vapors can build up to a level that would kill moths and larvae. Obviously, Unit D-2 isn't using them properly. I know this because I saw over 25 mothballs on the ground outside of their unit which I had previously contacted her about. Apparently, from the intensity of the vapor in my unit, my neighbor had a lot of moth balls sitting in the open air of their unit. <p> My complaint with Peterborough Self Storage is the owner’s lack of customer service, lack of professionalism, and overall rudeness. Had the owner of Peterborough Self Storage retuned my calls earlier I would not have resorted to a public complaint. When the owner of Peterborough Self Storage finally did call she was angry because she had read my complaint online and wanted it removed or else she would not offer me another unit away from the noxious order. What kind of customer service is that? I don’t need to keep my items at Peterborough Self Storage. I originally chose this storage facility in Nov 2009 because it offered the lowest rate ($60 for a 5x10 unit), but, the cost of my unit has increased by ten dollars since then. I concluded for that price, ($69.95) I may as well look elsewhere. Since the owner of Peterborough Self Storage has treated me so rudely, first ignoring me and then when finally returning my calls, it was not to deal with my complaint but to have the complaint removed from the internet. Rather than try to solve a customer’s problem the owner of Peterborough Self Storage is more concerned about solving her own. What about the smell that has built up on my items? Where is her concern about her customers? The owner of Peterborough Self Storage is only looking after herself. Thus I left. <p> On October 16th, I moved my items from Peterborough Self Storage to a more modern self storage facility in Peterborough. I was happy to secure the same size 5X10 unit for $95 a month which includes a 10% student discount. At first I was taken aback by the price but I can tell you that it is well worth the difference. Here is why: first of all, the new storage facility provides 24 hour video surveillance and has on-site management in case I need help, or if I have a complaint, there is someone on-site to deal with my concern. Secondly, this facility is paved which eliminates dirt blowing in from under the door as frequently happened at Peterborough Self Storage which has not paved its dirt laneways. My cleaner storage unit is now located inside a building so that will also eliminate snow blowing in from under the door and stop the chilling wind gusts from bothering me while I am accessing my belongings. Thirdly, the new facility also provides lights in each unit so if I happen to come after dark I can still see inside my unit. Fourthly, the new place also has a clean washroom facility available in case I need to go. This may seem trivial but when you really need a washroom it matters! As a customer who has since experienced more professional service, I am happy to have left Peterborough Self Storage and gone elsewhere. <p> As for my complaint with Peterborough Self Storage I am not seeking any redress. Upon closing my account, the owner of Peterborough Self Storage promptly returned my pre-paid cheques through registered mail for which I am grateful. I only want my complaint to remain public so that there is a record of how I was treated and a warning available to others who are searching for a clean and secure place to store their items where they will be guarded by people who actually care.