Nightmare experience

In this day and age where customer service is supposedly important, The complete reverse was experienced at Storage Worx whereby the customer is made out to be the problematic irritant. We leased a storage at Pomona Storage Worx for 28 Months for a complete household’s content, and moved out end October 2022. 1. The new managing agents AFHCO send me a statement that we were in arrears, but could give no proof as they did not have access to the previous managing agent accounts. I categorically stated to them that I could not be in arrears as all my payments from month one was per debit order and I did not have control over that. I was then threatened that I would be prevented from moving out. I eventually sent them a zero balance statement from the previous agents where it clearly showed no arrears. I received no further communication or apology after this unpleasantness. 2. When we collected a few small items before month end, We found to our horror: • That half the lights were not working in the corridors and that the personell navigated the pitch-black passages with torches. We did not have torches and literally had to feel our way. • The goods lift was not functioning, and had not been working for several months. There was piles of good stacked in front of the lift’s door. • As we were on the second floor, we had to move our items down a very narrow stairwell. • There was only one lift. The building was designed for a second lift, but it was never installed as it was too costly. The shaft is now covered with a garage door. • When we moved in, the lift was occupied for at least half an hour or longer at a time for packing and unpacking– in that time it is not available to any other customer. This results in extreme frustration and animosity between the customers. 3. The day we moved out, they were willing to open a fire-escape door on the opposite side of the building. However, the door closest to our storage unit could not be opened as it was against ‘protocol’. That meant we had to walk our goods up a dark unlit passage, across a second passage, and then back again down a third passage to a fire-escape door that could be opened. • We had to carry all our goods down a filthy rubble-strewn fire-escape for two floors. You can imagine the extra effort and time to do this. • There is no contingency for moving after their closing time of 4pm. Considering it was month end with several people moving at the same time, this is crazy. We were forced to leave by security. Our last items were shoved out from under the shutter door. The fact that we were completely and utterly fatigued by walking up and down dark corridors and then carrying every item down two floors of fire escape did not interest them at all. We would have completed our move in half the time if the facilities were working. 4. Health and safety is of no concern – the fire-escape access is locked, so if you are caught in a fire, you will burn to death. There is only one person in attendance at reception at the oppsite end of the building on a different floor, and even she had to phone to find out where the keys were. 5. Bottom line, the customer is there to be **********. Once he has paid, he becomes an irritant and will be evicted by force.