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Absolutely appalling experience. I would never recommend this company to anyone.I rented a storage unit for around three weeks after being offered what sounded like a straightforward deal over the phone. The representative told me it would cost £1 for the first month, followed by £60 thereafter. Since I only needed the unit for around three weeks, I specifically explained my situation before agreeing. At no point during that conversation was I told that I would have to give 15 days’ notice before moving my belongings out.After I emptied the unit, I was then told I owed an additional £80 because I hadn’t given the required notice. This came as a complete shock. Their response was simply that it was “in the terms and conditions.” That’s not good enough.If you’re explaining the agreement over the phone and asking customers to commit based on what you’ve told them, then you have a responsibility to mention important conditions like a mandatory 15-day notice period. This isn’t some insignificant clause hidden away in the small print—it’s something that directly affects how much customers end up paying. The representative was happy to explain the promotional price but somehow failed to mention the one condition that would leave me with an unexpected bill.As a university student living on a very tight budget, an unexpected £80 charge is a huge amount of money. I chose this storage company because I believed I was getting a simple, affordable option while I was between accommodations. Instead, I’ve been left feeling misled and out of pocket over something I was never verbally informed about. Had I been told about the notice requirement, I would have given notice immediately or chosen another company altogether.The customer service afterwards was just as disappointing. Rather than acknowledging that their representative had failed to explain a key condition of the agreement, they simply hid behind the terms and conditions. That’s not transparency, and it’s certainly not good customer service.I honestly feel like this system is designed to catch customers out. If a condition can result in an £80 charge, it should be clearly explained during the phone call—not quietly left for customers to discover after the fact.Be extremely careful if you choose this company. Don’t rely solely on what you’re told over the phone because it appears you may not be given all the information you need to make an informed decision. Read every single line of the terms and conditions, because you could easily find yourself facing unexpected charges just like I did.This has been one of the most frustrating customer experiences I’ve ever had. I feel completely misled, and I will never use Shurgard EVER again. There are plenty of storage companies that are honest and transparent with their customers—I strongly recommend looking elsewhere.
