It’s after 5:30 pm and the rental office is closed. You are sitting at the keypad trying to gain access to the gate at your storage facility. You have a truckload of stuff waiting to be dropped off to your unit. Or it 9:15 am on a Sunday morning when the office is closed, and your children are desperately wanting the summer toys you have in your storage unit. You can’t remember your access code – it’s just gone. What are you to do? That’s where our after hours storage counselors can really be helpful!
Above every keypad at all of our locations, there are instructions for what to do when your access code is not working or you simply have forgotten what it is. (Trust me, we all have those days!) All you need to do is call the office phone number. If it’s during business hours, our property managers should be able to take your call. But there are times when they are helping another customer or outside cleaning the property and cannot answer the phone. And when the rental office is closed for any reason, you want someone to answer your call and help you especially if you cannot get through the gate and you need access to your storage unit.
Storage counselors are on standby ready to assist you with many issues or questions you may have. If the phone rings a few times and you hear a recording, don’t hang up! You will be given options on how to get in touch with a counselor, or you can leave a message if it is not urgent. If you are looking to rent a unit or need help with your current account, you can press 1 and it will transfer you to a live agent. They can assist you by verifying the access code format, or emailing/texting you your access code. They will likely ask questions to verify your identity; which is for your safety and security. This is why it’s important to keep your account information updated at all times. If your code still is not working, the storage counselor can reach out to the property manager and get a temporary code for you. No need to wait until the office re-opens!
Storage Counselors also can help if there is an issue with your unit itself. If it is an emergency, they can call the property manager to come assist you as soon as possible. If you have questions regarding payments or your account, they can help there as well. If you have questions they can’t answer, they will send an email to the store manager, who will reach out to you the he or she is back in the office.
Another great feature is the automated payment system! When you hear the recording, you can press 2 to make a quick payment on your account. It can find you by your phone number, and verify the correct account. You simply key in your credit card information and it will give you payment confirmation. If you have trouble, you can then speak to a live counselor, who will help process your payment.
So no matter the time of day, you can be at ease knowing that if you need a question answered, we and our storage counselors are here to help. Our storage counselors are available seven days a week; Monday-Friday 8 am-12 pm, Saturday 7 am-9 pm and Sunday 9 am-7 pm during Eastern Standard Time. They are closed most major holidays, however.