Public Storage Self-Storage Units at 30 Kettle River Drive, Glen Carbon, IL

I'm very, very reluctant to criticize establishments in public, but this situation warrants it, to warn potential customers what they may be up against. The current team members as of September 2024 provided me with the single worst customer experience I have ever, ever had the displeasure of living through. I'll regale you with the story. What should have been a very simple drop-off for a previously-reserved parking space turned into a three-hour ordeal with all kinds of unneccessary antagonism. The gentleman at the desk was unable to find the reservation (his manager apparently failed to make it; Public Storage issued an apology since she does not have the authority to do what she did). Then he was unable to find the box on the screen to look things up by unit number without calling his supervisor. Then when re-making the reservation, he said he could not "click through" because the system wouldn't work without scanning "the paper." It took us 10 minutes at least for me to figure out that by "the paper" that he insisted he needed to scan was proof of ownership (which they presumably already had, from our last visit). So, I came up with proof of ownership in the form of insurance, online in an image. Would that be accepted? No, it needs to be on paper. Could I print it out there or email it? No, "we don't have access to that." I had to drive out of my way to the UPS store to print a hard copy to scan, and returned, all while my towing company was charging me hundreds of dollars an hour to wait while I was informed of "that's our policy," and "that's not how it works." So then we finally get to the point where I have the piece of paper by running to UPS -- so he can scan it and click the button on the web application. He's on lunch break and has locked up. I wait another 30 minutes, costing a few hundred. He does return, and at this point I'm informed that it's no longer a problem with providing proof of ownership in paper form (that cannot be printed from their machines, and by the way, don't you dare step an inch behind the desk) -- now the problem is that the rentor is not there in person (she's currently ill and incapacitated, which is why I was doing her the favor). Then it turns out that my friend for whom I was doing a favor in transporting the RV vehicle to the spot she had reserved -- because they had lost the reservation -- had to be there in person. That was insisted to me many times, but it turns out -- after more prompting I learned that she could re-make the reservation online. Which didn't show the available spot that we reserved, of course. The only form of identity verification and reservation re-making that was not allowed is speaking with her over the phone, apparently. After getting her on the phone to speak, that's not good enough. Only in person or online, I'm told, because they need visual confirmation that it's her. Okay, let's pull her up on video. "No, we don't allow that here. It's against policy." So, let's call your supervising manager to give you permission. She did the same thing. I'm still expecting a callback from the district manager. The way this should have gone is: "Hi, I'm here with XXX's vehicle in bay 3015; this is her gate code, so I'm just gonna pull it in for now." It turned into what I can only describe as authoritarian "just-following-orders" and hostility toward the customer. I don't blame the employee there -- he's incredibly poorly trained, but it does seem to also affect his supervisor. I'll be speaking with the district manager soon, I hope, and try to recover some of the 3 hours' worth of towing fees wasted on this, around $1,500. Now that you've heard the tale, generally speaking I've been very happy with Public Storage as a company, but this particular location -- at least for now (September 2024) -- is a farce of mismanagement. I would recommend taking your business elsewhere until the district manager is able to resolve the situation.

Great customer service great AC

Description of complaint: I have 4 problems with Public Storage, 30 kettle river drive, Glen carbon, IL. These problems started when Public Storage took over ownership of the self storage facility in 2023. 1) they started charging sales tax on the rent for a self storage unit. There is no such tax in Illinois. This is costing me $11 extra a month. Im sure it is illegal to collect sales tax on an item that is not taxable. 2) I reported to Public Storage on 6/13/2024 that my rental spot, which is supposed to have electric, has lost power as well as all the other spots around me. As of 6/26/2024, there is still no power. I had to throw away about $200 in groceries that were in the refrigerator of my RV that I store there. 3) there is rarely an employee on-site to provide customer service. I have to call a number posted on their door. This number takes you through a series of about 5 questions, and then it finally tells you to leave a message. I did on 6/13/2024, but no call back for a week and then it was only to say the district manager has been contacted regarding the electric problem. 4) they advertise that you can enter the gate using a code on their app but it doesn't work. I talked with employee on-site about it and they blew it off as a problem because we are in Illinois and parent facility is in St. Louis. This business needs to be held accountable for their lack of customer service and illegal acts you have any questions or concerns, plea

Clean property and a good property manager that is helpful

Don’t return phone calls, raise your rates without notice, and never seem to have anyone working on the property anymore. Has really gone down hill over the last year. -Revised 4/3/24 Was contacted by the District Manager who addressed all concerns and issues with a customer first approach. Completely different approach than the previous property managers and is much appreciated.

Jessie was outstanding and clearly understands the importance of quality service. She was great!!!!

Had an excellent experience with the Glen Carbon location. Specifically, Madison was extremely efficient and I appreciate her help making it a smooth move-in! There are many cameras near the units and a gated entry that requires an individual 8 digit code to get in. I felt very confident my belongings were secure here. Wouldn’t hesitate to use this location for future storage needs!

Jessie deserves a 10 star! She made the process super easy and was very knowledgeable!

My dad had a until for years. Since public storage took over the customer service has decreased. We ended up moving out and going somewhere else.

Jess was AWESOME! Her patience & willingness to help the "technologically-impaired was off the charts! Great experience all around.

Jessie and Meghan were super helpful and friendly. They helped me get the app set up and showed me how it worked and we got the new lease signed. Great service was definitely given

Great experience overall. Really easy to open an account and a straight forward closing process too!

They were fantastic! Stephanie was so amazing and helpful!

Great experience!!!

Super helpful and pleasant experience! Clean and easy.

Great customer service! Stephanie and Sharee were very professional and helpful. Will refer to others

Just a nightmare worst experience ever. Sold all my things without any communication to me. My credit card had been lost and I had to get a new one. I was told everything on auto pay would update. This did not and I was unaware until I got an email saying sorry to see you go. I called and was told all my things had been sold. I just couldn’t even believe what I was hearing. This bill had been on auto pay almost a year and then 2 months no payment because I had a new card number and didn’t realize this payment did not update like others did. I guess what was the most shocking was the lack of any attempt to communicate. Just sale all my things and then send me a email after all things are sold thanking me for my business. I have no words for my hurt and disappointment.

Stephanie did amazing with helping me find a unit. I highly recommend this facility

Very clean, nice, and secure. Extremely pleasant and caring staff.

Steph is amazing to deal with!

Did a wonderful job! Stephanie was very well spoken and made me feel comfortable and secure in my purchase.

Staff is extremely helpful and great! Location is extremely clean and above all other nearby storage facilities!

This is the cleanest storage facility! Customer service is awesome! Employees are super friendly and helpful!

A great facility. Clean, safe, and convenient! Very nice staff as well. They were very helpful!

I highly suggest this place. Madison is very professional and just overall such a nice person. Defintley go there ♥️👌

Great workers

Stephanie was great!! I called up there to get some information about the facility and she so knowledgeable and so courteous. She had all the answers, to the questions I asked, and even offered more information that I didn’t think to ask. She’s definitely has great communication skills and customer skills, and when I’m ready to move forward with this step, I will be using this facility for storage, because of her!! Thank you, Stephanie, for helping me and being so kind!

This is a great location for storage. Stephanie was super helpful and answered every question I had. The climate controlled units are very nice

I came here to rent a storage unit and the facility was clean. The ladies in the office were very helpful. Everyone was professional & kind.

They deserve ZERO stars! This place is horrible! Since they purchased this local business, they have gone out of their way to emphasize that "people do not matter." They significantly increased the fees, then added additional fees for using a credit card and more fees to make online payments (which I was told this month after questioning an additional $1.99 fee on my bill). What a scam! Don't bother calling the office in Edwardsville/Glen Carbon area because they claim they don't know anything and can't tell you who can help. It's a very sad situation.

dealing with the lady in the office was a delight very helpful an knowledgeable her name was stephanie embrick wouldnt ask for anyone else after dealing with her.

I love this location! Stephanie was amazing she always takes care of me. I won’t go anywhere else

Always friendly great place to storage your stuff

This is such a lovely business!I think Stephanie is such a friendly and caring employee! She's always smiling and quick to answer any of my questions.Definitely recommend using this business!

Clean facility, nice people

Great place for storage

Madison was super awesome and extremely helpful. I'm so excited to start our adventure with this storage company.

My first experience with a storage facility was at Simply Self Storage, and they've made it a pleasurable one so far. The staff on site are very friendly and accommodating. I had several questions when arriving for the first time to access my unit and they guided me through everything. The gated access hasn't worked since my reservation, but day hours accommodate my needs. The unit I rented was ready for use and clean when I arrived. I brought a large 26' straight truck and didn't have any issues navigating the lot at all. They offer locks, boxes, and furniture pads for purchase in the main office, which is very convenient when/if needed. Pricing for the units is reasonable, as well compared to other nearby facilities.

Madison was soooooo helpful and sweet! Made my experience here as a first customer very easy and swift. I’d recommend anyone to call Simply Self Storage for their needs.

I came in a few days ago inquiring about units (sizing and pricing) as I’ll be moving soon but never used storage before, and wanted to find the best fit for my family and I. Madison was extremely helpful and provided me with exceptional customer service! All my questions were answered in the fullest, I would definitely recommend, and ask for Madison!

So I walked in this placed after looking at multiple storage places and the customer service I received here from a ms. Madison completely changed my mood she was so kind and helpful I really appreciated the way she greeted me and explained the process and size units that was available and what would fit in them she was the best

I was looking for a short term storage when I moved to town and a young women named Madison helped me by answering all my questions without hesitation all with a smile luckily I ended up finding a place and didn’t need the unit but if I ever do I’ll be going to see the lovely Madison

Madison was very helping and very professional she helped me to my storage unit efficiently

The best storage facility around. Everyone that works is amazing. Would recommend 10 out of 10

Good management always clean

Very nice and clean facility

The manager Madison Flannery was so amazing! She helped me find the storage space that I needed and rlly was a rockstar! 5 stars!!!!!

Had a great experience the people are very kind and helpful!

April and Stephanie were wonderful! They were very professional, yet fun to work with! Location is clean and well kept.

Great Storage, Many Options for Large Campers, Trailers, and Boats. Highly recommend

Locked gates lots of cameras simple and safe!

Always clean, and well maintained. Polite and professional staff.

Awesome place for storage facility,very nice & always clean. And most of all very safe & secure

Linda was very patient in explain everything to me and taking the time to give me a tour. I rented right on the spot because of her!

They are some of the best units in the area. If not the best.

Courteous, detailed, helpful, ensured everything was to my liking.

Great place

I love coming here! The management lady in the office in the absolute sweetest! She’s very helpful, clean, organized, and informative. The best part of it is she gives out free candy which always makes my day! (:

Literally an amazing place fair priced and ac in the office for those hot days when you gotta pay. Plus the attendant gives out the best candy every time we come by she’s a friendly lady. Honestly store your stuff where folks treat you right and greet you with a smile

Theresa was very friendly and accommodating. Excellent service!

Stephanie was fabulous to work with and the facility is modern and easy to access. Covers all of the bases.

I'm leaving a 1 star, when this place deserves a 0. You have to call to be let in the location, you have to call to be let out the location. They don't answer the phone at neither one of the locations. The one office is directly inside the gate, so you can't walk up and fill out paper work. We show up to the Kettle River address, Stephanie the store manager is no where in site. Her car is here in the parking lot. The intercom didn't ring through to any one. They don't wanna give gate codes to people who won storage auctions because of " theft" . This is bullsht. Bad way of doing business. It forces the hand of people work 40 plus hour jobs already to clean lockers faster then the 48 to 72 hour time frame. Last thing any one wants to do is get the run around from people, who are not doing their job. Fill out the paper work, give people codes. If you see them in the cameras stealing or using your dumpster. The money doesn't have to be given back instantly. The cops can be called.. Common sense, but what do I know? Typical reply. You didn't investigate any thing. You took " your teams " word for it. Bought many storage auctions, with absolutely no head aches. There is a reason you take ID and info, before giving gate codes. Not every one works around the same business schedual. Seeing its a outside storage unit, means you can enter at your own convience. Not every one is a theif or breaks the rules given.

Sheila is an expert in customer service!

Very nice clean facility.

Great Staff!!!

A great place to store equipment and vehicles. The staff is always polite, friendly, and helpful. 10/10

Rented storage here when our daughter moved back from school until she bought her house. Facility was conveniently located, great access until late at night, climate controlled and clean! The only complaint, is they require you to prove your homeowners insurance covers storage facilities. (I think most home policies do but not sure about renters insurance) If you can't prove, they auto-enroll you in their insurance at a monthly rate in addition to their rental fee. Other than that, I recommend!

Safe area and great service. Thanks!

Jeana was awesome definitely very professional and had no issue helping find the perfect storage for my needs. Although they had non available I will happily wait until they have one open.

The staff is friendly and the office is extremely neat/ tidy. There's easy access for customers and they are always willing to help out with anything you need.

Polite Staff! Clean and safe storage facility.

Very clean, staff is very friendly! Jena was very helpful!

The storage facility is very nice and the worker who helped me with questions was Jeana Peyla. I would highly recommend this wonderful clean and heated/ac units.

Jeana gave me a tour of the very nice facility. She was super knowledgeable, and showed me all the amenities. They even have an RV dump, so you can just dump when you get home to the storage site. Great place to store your RV.

Polite and Knowledgeable Staff! Clean and safe storage facility. Best around!

Very friendly staff and helpful

good place for proper storage. clean, friendly, and climate controlled units.

Stephanie was amazing! She showed me around and gave me everything I needed! Highly recommended

Stephanie did an amazing job she answered my questions before I even asked them. The place is clean and feels safe

Not happy with all the random rate increases.

Very clean. Great staff. Would definitely have kept my space if I still needed it!

Had a wonderful experience staff was very helpful informative major thanks to Stephanie in the office.

Best place for storage in the area! The staff is amazing and is always available to help with anything you may need! Stephanie is such a great employee and is always so nice and helpful! Love this place!

Everyone here is very nice and extremely helpful! I love my storage unit. Everything is clean and well taken care of. I am happy that I have my things stored here!

Stephanie is amazing to work with and we love the facility here! We’ll continue to keep our business at this location!

We’ve always had kind and friendly service from Simply Storage employees and the owner. The space for our Motor Home is quite adequate and the place seems very secure which is important to us. We appreciate knowing all is well with our MH!

I’ve been with Stephanie and simply safe for almost 2 years. The facility is kept amazingly clean and organized. She is always happy to answer questions and reach out if needed. I would give them 10 stars if I could.