All Storage Misrepresented product refused refund unable to provide a solution took money Keller Texas

I have a 38 foot RV. I recently sold my house where my RV was stored, and subsequently began shopping for places to store it. I immediately ran across 'All Storage' who is a self storage provider in the Texas and Oklahoma. All Storage has a lot of advertising around their RV storage capabilities.  I stopped by 2 of their facilities which were closest to my new home (which does not have RV storage space).  I was impressed with the sheer size of the facility, but even more so with the fact they offered covered and fully enclosed RV storage.  I immediately expressed interested to rent either covered or fully enclosed space.  Unfortunately, all the locations near my house were full.

Excited about the prospect of covered/enclosed storage, I put my name on the wait list and called every month asking for an update.  And here is where things started to go wrong.  When I called ... Me: Am I coming up for a covered/enclosed spot?  All Storage:  We will call you.  Me:  Yes, but where am I on the list?  All Storage:  I don't know, it depends, we'll call you.  Me:  Well should I continue waiting?  Do you think it might be next month or the month after?  All Storage:  We'll call you.  Frustrated after several months of this, I began to consider other options.  One of those options as an All Storage about 15 miles from my house, I found an not one, but 3 enclosed spaces open!  I called up and the lady was very friendly and asked the length of my RV, I gave it to her and she confirmed 3 were indeed available that would fit my RV.  I jumped in my truck and drove the 15 miles. I then viewed the enclosed spaces one at a time, they looked absolutely massive at 12 ft wide and 15 ft long! 2 of them did not have enough room to maneuver my 5th wheel into the door.  One however did have a potential entry allowing me to go down the access to a row where I could manuever into the space.  I rented it on the spot! At well over $300/mo. it was steep, but I figured worth it to save my RV from the elements while in storage.

That was a Friday afternoon.  I used the RV that weekend and brought it to the facility for storage that next Monday.  I lined up and started backing in, surprised at how tight even a 12' by 50' is to back into. My girlfriend was guiding me and just as I started to enter the enclosed space, she yells STOP! I stop and get out and run back to see what was wrong.  Had I continued, the top of my RV would have taken out about a foot of the sheet metal at the top of the door, and then the door itself! Thank god my girlfriend was there!

Sorry for the long setup, but it's important to the context of the story. Remember I talked about all the great advertising about where to store your RV in both enclosed and covered parking?  Yes, well I discovered All Storage doesn't have a clue about the RV Storage market.  Read on...

Since it was after 5:30 or 6, no one was in the office, so thank god I had not terminated the rent on the other space I had rented.  I drove the 15 miles back and stored my RV in an open space at my old storage lot.

I called All Storage first thing Tuesday morning and told them what happened and asked for a solution, either another enclosed or even a covered at this point would be fine.  She said she only had the other 2 enclosed which were not accessible for a 5th wheel, and surely were no taller.  I asked if I could jump to the top of the list at the other locations, since what I was sold wasn't exactly suitable for an RV.  She said no and would call me back. She didn't, I had to call her back.  She said they were looking for a place for me but had nothing.

Here is when the real problems began. I said, well, I guess I can just continue to wait for something to come open that will fit, and to just give me my money back and I'll come in when they have something. She said no, you signed a contract that said no refunds.  I said, yes, I did but that was when I was buying a product that met my requirements for RV storage.  My RV is no taller than any other of it's size, surely no 40 ft class RV is shorter than mine at 13' tall. She said you looked at the unit and therefore fit was on you.  Now, I don't know about you, but I don't carry a 12' ladder around when shopping for RV storage, so I can measure the door opening.  I have to rely somewhat on the seller who represented they have enclosed RV Storage that they can get RV's in the door. She said no refunds and you looked at it.  I said ok, what about keeping it on account until I can get one of the other locations to open up?  Nope!  I asked for her supervisor's name and number.  She said she'd have him call me.

I hope you are sitting down, because this is where you will be floored by what you hear! And, this is the part that makes me sure you will never do business with All Storage at any location, for anything.  Their district manager, "Jeremy" (who won't give out his last name) calls me 2 days later.  I explain everything, never raise my voice or become agitated during the entire conversation.  He confirms they are keeping my money, that it was my fault my RV would not fit, and that he would 'see what he could do'? He would be going to the other location today, and would see if they have something coming open. 

I called a week and a half later in response to a message I left at the storage facility and asks how he can help me!!!  I said remember me?  And refreshed his memory.  He then confirms they have nothing.  Me: I demand a refund!  Jeremy: no, I cannot rent that unit for 30 days.  I said, "You can't rent it because an RV won't fit in it"  He said, "No, I can't rent it by LAW!"  I said, "There is no judge in the USA that would force you to hold it open and not re-rent a unit after we both agreed to cancel the rental contract within 72 hours!"  He said, "That is not true, and he has no choice, and it's All Storage policy".  I said, "Then at least get me on the top of the list for a unit at the storage by my house, covered, enclosed, I don't care."  He said he will try.  I asked for his number so I could followup with him.  Jeremy: my cell phone is private.  Me: I don't want your personal number, I want your business number.  Jeremy: I don't have a number. I use my personal cell phone.  Me:  How do I contact you?  Jeremy:  Call the storage facility and leave a message and I'll call you back.  Me:  How can you do business if people can't call you back?  Jeremy:  They call the facility and I call them back.  Me: Huh?

After a couple weeks of nothing, I start to call asking for resolution.  They confirm they are keeping my money and I'm out of luck.  This is the very definition of a RIPOFF!  Beware, they will sell you something you can't use and leave you with no recourse.  BUT WAIT, THERE'S MORE!!!  Here's how great their customer service is... I'm a business man.  I would want to know if this crap was going on in my company.  I decide I will call the president or CEO to let him know and hopefully he/she can help.  So, I call the facility and ask for the number of the All Storage HQ.  They tell me it's in Oklahoma.  I say Thank You, may I have that number?  They give me the number.  I call and ask if this is the corporate HQ, the lady says no, this is the facility in Oklahoma.  I ask for the number for the HQ, she says I don't have it.  So, I begin what I think will be a relatively simple search for the corporate HQ on the internet, their website, just about everywhere.  I cannot find an address or a phone number. I can find the name of the guy that owns the trust that owns the company, but no contact info.  So I call a few more locations ... they all have the same story.  They don't have the number for the HQ, but they can have good 'ol Jeremy call me!

Net of it is, if you need a simple storage box, I have no idea if this place will work for you or not.  If you need enclosed RV storage, RUN or bring a ladder and measuring tape.  I seriously doubt you'll find anything that works if you have anything over about a 25' RV.  And for the love of god, hope and pray you will never need any customer service or a refund, because if you do, you are out of luck!