Public Storage - Hayward - 2525 Whipple Road

Impressed with how streamlined the process from start to finish was. Made online reservation, then got a follow up call almost immediately to ensure the unit met my needs and to set an appointment to come in to secure the unit. I did the express check in online so that my personal information was in the system prior to arrival. And when I arrived the manager had everything ready. She was pleasant and organized. She escorted me to the unit, had me confirm that unit worked for my needs, and handed me the keys. Then went back to the office to sign the contract electronically on an iPad. I appreciated the updated process, as the use of modern technology makes the process much more efficient, and no need to print out a bunch of documents that I'd have to keep track of. The following are the negatives that affected my giving a 4 star rating instead of a 5: First, the manager claimed that I was required to buy extra insurance for my unit, which is an additional monthly charge. However, when I actually read the agreement it did not state it was required and that if you have homeowners or renters insurance your valuables may be covered. She said that most of those type of insurance policies have very limited coverage. Which I still need to follow up with my insurance agent to determine. I don't appreciate hidden fees or adding fees. When I reserved the unit, it was based on price and location. The cost was the deciding factor in comparison to other storage facilities. Therefore, to be coerced into another $15 dollars a month was not something I appreciated. Second, these units use cylinder locks instead of the padlocks or disc style locks. And, then the manager sells you one of the PS locks. But, I'm locking away things that are valuable to myself, so I wanted to see what my options were. She said that she did not know of any places that you could buy your own cylinder lock from. That other customers had said they couldn't find them in stores such as Home Depot, OSH, or Ace. And that the keys she handed me is to the lock that she was going to charge me for. My first reaction was well how do I know this is a new lock or that someone doesn't have a copy of the key? So I asked. She said it was and they open them and do it that way so that it makes things much smoother. Which is a valid point, I get it. And, she said that she had no problem grabbing an unopened one in a package for me. I was present with my truck packed ready to move in, so I just said ok and she added the $20 to my move in bill. That being said, I'm sure the two points above are due to a corporate policy and training. So, I don't hold the manager necessarily accountable, as she was most likely just doing her job. And, overall I was pleased with the customer service she provided and the cost for what I needed.

Everything went smooth. I was 5 min late for appt after driving 2800 miles across country & your store Agent was about to close for lunch but was willing to be flexible. All went well

Great customer service. Prices are a little high for small units.