Access Self Storage
Reviews and Complaints

I have been a longstanding customer at Access Wandsworth, renting two units. Last December, I vacated one of the units, and the management team acknowledged this and confirmed that there would be a part refund for the month. I also sent across the code to the padlock.

However, I have still been charged for the empty unit, and Access has taken around £1600 from my credit card for the first three months of 2024. The manager, Brett Stone, said that because I had not removed the padlock, the unit was still 'live', and no refund would be issued.

Checking Access's T&Cs, customers are 'requested' to remove the padlock, which does not give Mr Stone the legal weight he needs to enforce his actions. It does not state that the padlock must be removed and that the unit will still be charged unless and until it is removed.

I want to complain because I have been their customer for 4 months and I had a 35sq ft storage and I moved to a smaller one and since I finish work after 7 pm and the storage closes at 6 pm I asked if I could have access to the storage at 7:30 pm and at the beginning, I was told yes that they would call me back and they made me wait 5 hours and if I didn't call them back they would leave me waiting and in the end, they told me that I couldn't have access to the storage after 6 pm for security reason but only those who have the big storage which I found discriminatory also because they should have warned me before I took it but nobody told me anything. And I found that unprofessional.

I rented a unit for 1 week. Either 6th or 7th February. I am still awaiting my deposit back.

Also whilst renting the unit I was not able to access bigger items because the lift was not working for at least 2 full days. I had to take bags down by stairs and leave the big items until the lift was working again. So I lost 2 days of collecting my belongings.

Now I feel like I am begging for my deposit back.

I have spoken to Julian and he informs me yesterday I should receive a hsbc link to retrieve my money. Why am I having to phone for my deposit back.

In fact for the inconvenience caused me I don’t really feel like I should be paying for such shoddy service.

Please contact me as soon as possible.

Regards

Siobhan McMillan

I want to reach out to you. Without a long story. My mother and father got a unit 3 years ago. Been paid. My father is now gone and my mother has been waiting for a settlement. The staff had told her she could get a "deal over" christmas. ]

THis was $100 and the 2100 cut. Seemed it was not true. She was not able to meet the date of the 25th as there was a storm. They said then that the 18th would be the latest. I paid to arrange a truck and movers as I am in another country. When she went to the unit. They said they wanted $4500. This made no sense. After emailing today. They said the bill was $2100. I am wondering if money is being taken wrongly.

I am also very stressed as 90% of the items are Personal. Photos ext.

Something fishy is going on at this office on anne st. The unit is under Witherell.

Is there anything we can do to repair this? Even if she has a day to collect.

Waiting on your response.

We are customers of Access Storage (Toronto Area) and have units in two of their facilities. One of the facilities has amazing staff (Natasha) and the other has a gentleman that is beyond approachable. On July 6, 2022, I contacted the gentleman in regard to a problem we have with having the equipment we rented to unload a commercial shipment being picked up on the same day. There were two pieces of equipment, a telehandler for off-loading the truck and a forklift for putting into the storage unit. We understand that the facility is not responsible for anything on their site, however, this would be overnight only and we are responsible for the equipment. We would have accepted to pay for parking the two small vehicles overnight but instead was told very abruptly and at times cutting off my sentences that he wanted nothing to do with it. In fact, even if we parked them on the road he would not hold the keys for pick up the next morning. Again, I understand that it is not Access Storages problem but it is their clients problem and a small concession would go along way with customer satisfaction. We currently spend over $3000 a month for 4 units with Access Storage and you would think that the staff would be more approachable and a little understanding. Being told repeatedly by this staff member it is our movers problem is not acceptable, as we have no movers and I was cut off every time I tried to explain.

Hello
I was and am still due a refund from Isleworth access self storage and have numerous communication calls and emails from the management assuring me the refund will process. It's been going on a fe months now and I have had no refund or returned emails or calls in the last month . Please see screenshots attached at the various attempts.

Thank you

Melissa

I have a grievance with Access Storage in Beckenham, I currently have an outstanding debt of £30 for the use of the locker. Unfortunately Access Storage do not take cash, I am currently home schooling due to the current Lockdown rules. And the account that has monies in it to pay the balance, I had to request a new telephone banking password as it isn't an account I use on a regular basis.
I notified Access Storage by telephone and I had hope to pay off the outstanding balance on Friday 15th January and set up a direct card payment as I have a new bank card in the locker.
However I still haven't received my new telephone banking password and I cannot clear security without. On Monday 18th January I had to request a new one and I currently await this now
In August of last year I completed a new direct debit mandate, and for whatever reason for 3 months I had constantly send emails chasing Access Storage Beckenham for an update regarding the mandate . I later found out that my direct debit details has not been accepted
Now I've received an email dated yesterday (19/01/2021) stating if I do not pay the outstanding fee of £30 they will refer my details to a debt collection company - I am livid. As with most debt collection companies you end up paying additional admin costs which is unfair and disappointing.

I have been with Access Storage since 2017 and I am shocked at the way I have been treated furthermore there was no issues prior until my direct debits were unable to be reinstated.

I am simply asking for more time or an alternative solution to this matter. I have asked family and friends to loan the money as I only have cash but no-one is in a position to help which is understandable as we are in a lockdown.
Regards

I have a grivience with access storage, with what I class as ridiculous charges for a simple late payment which I had given notice via email and verbally over the phone for in advance in dec 6th 2020. I told them I would pay at the end of dec 2020 but was unable (due to lockdown ristrictions) to pay till jan 5th 2021
The payment was due on the 7th 12 -2020 and I was told that a late fee of £16 would be applied, by the 22nd -12-2020 I had debt collectors contacting me about a debt from acess storage and demanding money even though the month hadn't ended yet. I have recently been contacted by acces informing me they will not waver the late fee because they involved a debt recovery company and this payment is for that but I find this unreasonable even though it was late, and I payed a late fee, during the climate we are going through with covid -19 and lockdowns I think this is wrong.

Re; Account 2585 Catford Branch
Name. Ike Hanley

My account was closed whilst in the process of negotiating payment to clear the arrears and without adequate notice or warning and was instructed to vacate the storage by 31 July. I paid all arrears up to the end of June and offered to pay July and August but was refused.
The problem is I live in France and I have stressed that it would be difficult, costly and inconveniencing for me to abandon badly needed work here and spend a few days in London relocating my belongings as I have a large storage unit with my life possessions.
I was sent a letter by Cassie Brooks extending the eviction deadline to 7 August adding a note to contact her in the event of any queries. I tried many times by phone, text and email but with no reply and was eventually informed that she was on holiday until 10 August. Now back from holiday she refuses to answer her phone and has sent a message stating that my unit will be emptied tomorrow 14 August.
I have explained my French residence situation to her by email and made several points regarding my accounts including the Catford's stores' reluctance to communicate with me by phone even though they know I live abroad, but she just basically ignores all. A situation here where the customer service clientele is not talking to the customer even though she placed this "I trust this clarifies our position however should you have any queries please do not hesitate to contact me."at the end of her first email.
I could understand a problem if I was trying to avoid payment but I have offered to pay the current bills but I am being ignored. We are in the middle of a Pandemic crisis where many are losing their jobs, their lively hoods and even some are losing their lives and I am fortunate to now be in a position to cover the storage costs, the last thing I need now is the hassle and problems I am now encountering.
I am consulting with legal entities who have advised me to exhaust all possible communications with Access Storage before engaging official legal action.
I really hope you can help and at least communicate with me regarding this issue before it escalates out of control.

I rented out a lock-up with Access Self-storage in for 2 years due to my house being sold and staying at my parents house whilst I was looking for somewhere to live! This took 2 years having paid the enormous amount of fees every month to secure my personal belongings! I put all my trust and faith into this company! I paid over the 2 year period £5, 500 in monthly fees! In January 2019 I purchased a flat and had to visit the storage to sort out my personal belongings! I had arranged to sell a small amount of my items. On the evening of
The 6/2/19 we were sorting out items whereby I had 3 sofas, I was going to sell 2! It was brought to my attention by the gentleman that 2 of my sofas had been soiled with mice droppings and urine! I then realised to my horror that all my personal belongings had been ruined by the infestation of mice! I was accused by this storage company of having stored food, but I had signed a
Contract stating that no food was allowed in these lock-ups! I had taken out insurance which amounted to £2, 000 (not having a crystal ball, I was told I should have taken out more?) this amount only purchased 1 sofa! Due to this infestation I have lost everything! I could not move my belongings and did not want any of these soiled items in my new home, I have lost sentimental items which have been a huge expense to me with loss of savings and damaged items having to be replaced! Access storage arranged for an assessor to visit the storage just to prove me
"Wrong" that I had stored food? The report which I am demanding a copy has stated that I had "NO" food in the lock-up as the mice did not nest, but were travelling through! I am now demanding a copy of the report and compensation of loss of damaged goods, loss of savings and £5, 500 spent in monthly fees! I have had no response yet from Access-Self Storage, but I will pursue this to the bitter end to get justice!

Hi. I've been faithful user of 2 x large units 1330 and 1328). Every month over £750 cost for both units. Due being self employed I have missed few payment via Direct Debit but straight away always made payment via CC. This month while I was on holiday Direct Debit has not been paid again. Unfortunately I came back to UK today and came to settle account, I've have been charged twice £36 of late charges fee (which I didn't know about). Could you please refund those charges from my account as that's too much to pay. I've tried to talk to Manager but lady was not interested even if I threatened with leaving completely to competitors. I understand that maybe T&C have changed but in current climate every penny counts specially when I try to maintain self employment. Peter Heryng

I purchased a waistcoat from Stratford Westfield. The inside label was cut when I purchased it which I did realise as that is not something you would check when buying a product.

As the size was wrong I went to get a refund but the staff n manager didn't give a refund saying I cut the label even though I had the receipt n was within the 30 day.

I did not cut the label and would like to request I get a refund.

If you can let me know how to get a refund.

[protected]@hotmail.com or [protected]

My items were damaged by a gentleman claiming to be manager. He first approached me with sweatpants and a T-shirt so I was confused as to who he was. He asked if I had left stuff in a trolly, still confused I asked why he was asking. That's when he ignored me and walked away. After 30 minutes of trying to find out where my items were and him oddly giving me the silent treatment I finally get my items back after calling customer service and 2 of the items are now broken

I have used your self storage to store my antique car for around two years. I've always used car cover to protect the car from elements. One of the agreement I had with the location manager was to inform me when the cover is blown off so I can come and fix the cover. Four months ago I found out that the hood ornament was stolen and I informed the management and asked for a surveillance record. None was provided, despite the promise by the management. Last Sunday Feb24th I went to check the car and to my horror I found out that:
1. Two lights were stolen
2. Front fender was hit by a car with extensive damage
I contacted the management of the facility and they told me there is nothing thae can do. I'm paying $170 per month. If I left my car in the middle of road probably it'd be more safe!
My Info: Hamid Riazi [protected] [protected]@HOTMAIL.com
Manager's Info: Dan [protected]
I rent spot number 116 and

Hi,

I sent several mails to cancel my Kings Cross storage reservation for the 11th of Dec 2018 but no response till now. As for when I made the booking, they were replying to my mail instantly. My Ref is AR6DB8A6. Name is Lugun Ramavtaarsingh. Please refund via credit card which was used for the reservation since I am a non-uk resident.

I hope needful to be done soon.

I went into your reading branch 10weeks ago and filled out a new direct debit mandate. but for the 8weeks access reading has tried to take money from a closed account instead of my new account, resulting in me getting a £8 charge every month. I have been dealing with Lucie Sneberkova at reading store, who I have found very rude on telephone. also unhelpful in emails. this has resulted in me leaving access storage.
Many thanks mr dg lakin

15.05.2018.
Dear Sir/madam,
I recently had a conversation with one of the staff in Edmonton access self storage London. His name is Shain, he is extremely rude and unhelpful, he was shouting at me and terminated the call intentionally.
I would like this matter to be investigated and reviewed.
I would not use your services in future and would not recommend it to my family and friends.
Regards
Oksana

It is intimated that I have not subscribe any deduction of money from my SBI Credit card ending 3561. However RS 130 has been deducted from credit card today on account of Google * kiloo game which is wrong and not in orider. You are requested to refund my deducted amount in credit card account at the earliest and stop future deduction forthwith with information on my email id [protected]@gmail.com my contact No is [protected]. Otherwise I am going to complain your higher authority with lodging an FIR against your company. Treat matter most urgent. please reply on PRIORITY.