Stor-It Self Storage

After searching for the best bargain, I came to the conclusion that Stor– It was the right choice for me. From the moment I gave them a call, the entire staff has been more than welcoming. I even had some help with moving some of my things! The kindness and their willingness to help me out definitely exceeded my expectations.

First, the good (why two stars, not one). To be fair, I’ve never had a bad interaction with the staff, the facility is clean and pretty well maintained. It’s a storage unit.
HOWEVER (only stating the facts in my case):
I’ve been there a little over a year and just received my SECOND price increase, adding to a whopping 56% increase. I called thinking it was a mistake, and they stuck to their guns. When I first asked about it, they admitted that they offer low prices to fill up, and then increase once at higher capacity. Hmm.
Not a happy customer. Beware.

My husband and I have used various storage facilities over the years and this was the best experience we have had. Kim and her husband, Al, were helpful and accommodating several times as we had to look at various storage units to determine the size and are people who normally ask many questions. And when we were in the process of moving our items to our unit, we forgot several items such as a ladder. Kim was happy to allow us to use their ladder which saved us a trip back to our home. At one point, we incurred a problem with the elevator and they were right there to solve the problem and get it to work properly so we could finish our move.
I would highly recommend this storage facility to anyone as the on site management team is professional, customer service oriented, patient, helpful and was there for us when we incurred a problem. Therefore we give them 5 stars!
Wish we would have found Stor-​It in Aliso Viejo sooner then this year!

The worst experience and customer service EVER. The manager — the younger couple — are very rude and disrespectful. I called the customer service many times but the only thing you can do is to leave messages. No answer!!!
Basically, I wanted to complain about the first day service that they didn’t swap the locks for me and they didn’t let me know that its their responsibility to do so, so I don’t get stuck when I go to my unit. I insisted to get an answer on the phone and the guy hung up on me. Went to their office and asked them why the guy had to do that while I was talking to him also to explain my difficulty but the lady threatened to call the cops on me!!! Wow… I got shocked and got really upset and told myslef to stand for my rights. I asked her to call the cops so I can talk to someone about their worst customer service ever. The officer told me this is the third time today (12/​10/​2012) that this ofice is calling for the police… the cops were not surprised and they said this is a regular thing this office does…

They start the prices off cheap then raise them before the end of the first year. They lied to me about how often they raise the rates. Really upsetting considering all my stuff is there, now and the amount of time and money to move my stuff somewhere else exceeds the costs of paying their price increase.

I experienced excellent customer service and the cost of this storage facility is lower than the other storage facilities in the area. It may not be as fancy but it works when you are looking for the best price.

My husband and I just rented a unit this past month and had a friendly experience with Kim, the manager, and her husband. We found a deal for this facility online which they honored and made extremely easy for us to rent once we arrived. The facility is very clean, well protected, and they have everything you need to make storing your stuff a breeze.

My husband and I are very pleased with our storage unit at Stor-​It. Al and Kim are very nice and helpful. We have had no issues. They have the best price in town!

I recently began renting a small storage unit here and am pleased with the value and service. Renting the unit was fast and easy. The staff was welcoming and professional. The property is standard for a storage facility: safe/​secure, clean, well lit, easy access, great location.

Answering Kim:
1) I NEVER reserved the place, Scott did. That’s number one!
He also came to your office the first day and complained cause the unit was under a stairway which had taken a good portion of the corner so it was not the true size.
2) We came to the office before moving anything in, asked for a manager and explained our concern BUT we were told that there are NO other units available for the size we wanted. They however offered a bigger size unit which was a lot more expensive, also we DID ask to get a discount for the Inconvenient AND We even asked for our money back so we could go somewhere else but of course lack of customer service and our demands were not met.

I got a 5×7.5 unit about a year ago. Never missed a bill or was ever late. Always clean in my unit and courteous. I’ve heard horror stories of customers who didn’t pay or were constantly late and harassing for an extension.
Then I got a letter for a rent raise. Upset, I called and asked for my rent to stay the same (we’re talking 5 – 8 $/month)…they refused, instead they offered a weak compromise. I denied. And for their $ 5-​$ 8/​month stubbornish ways, they lost $ 68/​month and have an empty unit instead. It’s a good thing too… I found a BIGGER unit for CHEAPER at Public Storage in Laguna Hills down the street off Moulton… AND it was on the 1^st floor vs. being on the 2^nd.
So do your research, compare and wait for the sales. There is better to be had out there for public storage in Aliso Viejo.
Kim and her husband, for what it’s worth, were very nice during my stay, but ownership needs to take a class in economics…

STAY AWAY FROM THIS STORAGE COMPANY!
In October (2009) I placed a phone call to this company to reserve an 18′ x 10′ storage unit. Given the amount of items we needed to store, I calculated that this would be exactly what we needed… nothing more, nothing less. I informed the person (Kim) who sold me the unit that I would not be present while our items were moved so I took her word that we were going to receive exactly what she mentioned, an 18′ x 10′ unit (or 180 Sq. Ft).
When I arrived, one week after the move in date, I was informed that not all of our belongings fit in the unit. Considering everything fit in the (approx) 180 Sq Ft moving truck, I was shocked! Come to find out, there was a floor to ceiling cut out of approximately 20 Sq Ft (4′ x 5′) which appears to be from stairs behind my unit.
Of course I was upset that I was «SOLD» an 18’x10’ (180 Sq Ft) unit OVER THE PHONE but was delivered something more like 160 Sq Ft!
The cost was $ 270/​month for the unit. I went to Kim and mentioned that I was less than happy about the perceived ‘bait and switch’. I mentioned that this unit is 12.5% LESS than what I was SOLD so I felt it only fair that my monthly payment be reduced by the same percentage ($ 33.75).
Kim (manager) spoke with her manager (also named Kim) and came back with an offer of $ 10 discount! I countered with $ 20/​mo discount, since they clearly agreed with me (with their first offer) that what I was SOLD was not what was received however they refuse to adequately compensate me.
I have yet to get a «manager» to SPEAK with me to resolve this issue. I’m not asking for anything other than what is logically fair. Hopefully I wont be using their service for very long. However, it sure would be nice to get adequate compensation for my inconvenience.
SO, if they would like to work with me on this, Ill be MORE THAN HAPPY to post their positive response and change my rating. Otherwise, this review will be marked as a 1 star (because you cant select 0).