Metro Self Storage (BAYERS LAKE)

This is not our first time coming here. We had already used the storage facility on Jan 31st and had no issues then. But since yesterday, we've had an issue with entry to the storage unit, the machine kept saying "Access denied. Locked out". First came at nighttime. We got the error which was due to an existing balance. We checked it and paid it off online. Tried to enter several times again, but it still prompted the same error. We gave up and left. Went back again the next day (today - Feb 22nd) at 8:30AM, still locked out. Waited till 9AM and my partner called customer service (Lia/Lisa) they refused to believe that we have repeatedly tried entering the code as in their system "wasn't showing any entry attempts". They then sent a maintenance/mechanic over, same thing. He asked to input the code twice again, still locked out. He suggested we go to the main office to "reset" our account and it should be fixed. We drove to the office; office did not reset and said the code should have no problems and to go back and try again, and that if it still wouldn't work, to call the customer service AGAIN (we were given a business card - but it was the same number). We went back the 2nd time and tried it again, still denied entry. We parked on the side and my partner called back customer service; same person picked up and had the nerve to say that we didn't try it again upon going back and that we were still in the car! HORRIBLE customer service! Treating customers like crap, as if to say we were dumb and don't know how to follow simple directions properly. She INSISTED we didn't try. ATM, the maintenance came back. Waiting in the car. Still no resolution. **UPDATE: Changed to 3* from *1 (+2* bec of Maintenance guy) After more than an hour since we contacted customer service, the maintenance told us the code now works and it was an IT issue on their end. Maintenance was really nice and apologized to us. Wouldn't have rated low

The storage area chosen was very clean and well maintained. My senior Sister was informed the storage area was in the upper loft. I would say a more complete and clearer explanation would have been more appropriate. Perhaps a sign posted indicating the upper loft , signage indication the location of the storage area numbers would be a great addition to the the storage area locations. It was more than 30 minutes to find the location. The upper loft description might have been "employee jargon" that they understand. We were not employees so my sister did not understand it. Thanks for the opportunity to voice my opinion.