Reviews

This profile includes reviews for Otter Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Otter Self Storage

  26A Beal Pkwy NW #A Fort Walton Beach, FL 32548-4810

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  Otter Self Storage

  PO Box 7070 Grayslake, IL 60030-7070

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  Otter Self Storage

  26A Beal Pkwy NW FORMER: primary, reportab Fort Walton Beach, FL 32548-4810

Review Details

• Review fromJo C

  Date: 12/18/2023

  1 star
  Poor business practice. They do not maintain the property. They have rats

• Review fromRobert K

  Date: 09/15/2023

  1 star
  Worst company I have dealt with.
  They will take your belongings even if your paid without notification. Customer service is poor. The customer service supervisor has no problem trying to shout you down an call you a lier. His name was Mike same as I read in another review. Also will not give you any additional info about how to contact corporate office I tried by email but received a return call from Mike.
  This Otter Storage is dirty They have a rat infestation the roof leaks inside of the unit along with the Rat fiices and Chewed up furniture .Otter takes no responsibility for this situation.
  I Have times and dates for at least 8 phone conversations with customer service but Mike says I'm lying to him and they have no documentation.

• Review fromChuck S

  Date: 03/31/2023

  1 star
  As I was about to write this review I read the one that came up and they too got the “supervisor” Mike. A month ago I got a cold call from otter storage to ask if I was keeping my stored vehicle off sight because they noticed it was not in the spot I pay monthly for. I immediately drove to the facility as fast as I could. Upon entering I noticed that one of the gates closest to my storage spot was broken and half way open but unsecured. I went through the other gate and drove around to my spot and my vehicle was parked just as I left it. So at this point I’m wandering why they called me to report something that was not true. I figured that they must have been looking through the security cameras on sight and tried to guess which spots were open because I have never seen an employee on sight. I have been at this location for almost 5 years but Otter purchased this facility only in the last few months. Anyway, today I stopped by the storage to check on my vehicle and to see if the gate was still broken or at least secured. That’s right, you guessed correctly it was not. I called the 888 number they have on their website to ask to speak to their corporate office but I received the most impolite, non-business oriented person that Otter could possibly find and then after we had a back and fourth about the gate she transferred me to “Mike”. I take it they hired these two as a tandem, this guy couldn’t or wouldn’t tell me when a report was put in for the gate (which I did a month prior), wouldn’t give me the address of their corporate office, and wouldn’t give me any info about who I could escalate the issue to. To anyone thinking of using this company for their storage needs please do your research and read the reviews before choosing a storage facility. This site only allows me 2000 characters so I can’t give you all the things that were said but I plan on putting this review on as many sites as possible. One star is very generous for otter self storage. SMH

• Review fromRandy R

  Date: 03/20/2023

  1 star

  Randy R

  Date: 03/20/2023

  Warning!!! Do not us this facility. Only got one star because I couldn't give them zero! Multiple units have been broken into with thousands of dollars of items stolen. Vacant units left open and unsecured, which allowed the thieves to go through walls of units. Security is a joke, basically none. Ours was broken into a month ago, maintenance was told about it and none of the unit's owners were notified. The thieves had plenty of time to get rid of our stuff as well as other units, including at least 2 cars that were stolen. On the day we found it they said they would send a maintenance rep out immediately to secure broken in units that still had lots of valuable items in them. They never showed. They also told us they would have a security person assigned through the night to be there to guard the units, and guess what they never showed either. Another renter showed up while we were there who had a space in a different building and their side had been broken into as well and they reported it to OTTER. No notification went out to any of us. Also, apparently the gate was broken for multiple days and left wide open, and again no notification went out. When talking to customer service, I asked for a supervisor and got "Mike" who was no help at all. He said he had no contact information for the maintenance people and couldn't get them out there because they work in a different group. He also said he didn't have a boss I could talk to. So if he is running the company, good luck to all of you with your stuff there--it will just be a matter of time. We have been using this unit for a few years and when it changed hands and went to OTTER, everything went downhill. Trash all over the place, open vacant units. maintenance issues, security issues or lack there of, poor communications, and terrible customer service. Stay clear from here. If you are presently there, get out as soon as you can!!

  Otter Self Storage

  Date: 03/24/2023

  Dear Mr. ****** Please accept our apologies for the unfortunate situations you recently experienced with our company as presented in your review. We understand that break ins can be a very difficult circumstance for anyone to endure. Thank you for taking time to provide us with your feedback, we appreciate it. At Otter Storage we are committed to safety and tenant unit security, and are concerned about your experience with our company.
  We received your complaint on March 19th, 2023, and we are working diligently to review the different matters that you have outlined. We are surprised that our maintenance technicians who regularly visit and walk through the facility did not discover the situations that you have presented as we do have clear protocols that we follow in securing compromised units, reporting incidents to impacted customers, reporting and escalating gate issues, etc. As well, our daytime and overnight camera surveillance apparently missed these incidents. Cleary, we need to review our operations at this facility.
  Unfortunately, we are facing increased criminal activity at several of our facilities. When a break in is reported we take these matters seriously and we have processes in place to inform affected parties and cooperate with the authorities with any needed security camera footage when it is requested to assist with possible apprehension of the trespassing parties. Our practice is to identify impacted tenants immediately, re-secure impacted units and reach out to tenants whose units have been compromised. If we are calling a tenant or a tenant calls us, we encourage the tenant to file a police report as well as connect with their insurance for a claim. Our maintenance technicians as well as our facility managers work swiftly to assess and report these issues when they are discovered. Our customer care team works closely with our facilities team and coordinates all customer contact. If your unit was compromised, and you did report this to the local law enforcement, please feel free to direct them to us to further assist your case.
  Once again, please accept our apologize for the issues and your less than satisfactory experience with our company. We are committed to improving our customer experience and hope that you might consider us for your self storage needs at some point in the future.
  Kind regards,
  Otter Storage Management, LLC

• Review fromBrenda C

  Date: 03/06/2023

  1 star

  Brenda C

  Date: 03/06/2023

  Unscrupulous business practices. Do not use this storage company. Paid monthly bill only to be promptly locked out of the facility. Paid each month for seven months, speaking with a representative each time. Suddenly, they don't know me and want me to prove who I am, but have no one in the entire state of Florida to verify my identity. Will not allow access, despite being paid.
  On top of that, they are using the previous owner's golden reviews, and claiming them as their own.

  Otter Self Storage

  Date: 04/03/2023

  Dear ******,
  I apologized for any miscommunication you may have experienced with our contact center specialists. We care deeply about each tenant contact and will take your testimony into account and utilize it to continue coaching and improving our customer experience.
  As part of our security measures for our facilities as well as tenant protection, we are requesting that each tenant submit a current photo Government issued ID to ensure safety measures with tenant identification is met. Unfortunately, we have experienced some undesired activity with some of our facilities and we are working towards security improvements across the company. Having a valid identification on file is just one way to ensure we have authorized individuals accessing our facilities. We have implemented a lock out policy just to ensure we have all compliant documents on file as well as making sure on those authorized are accessing the storage units. The lockout is immediately lifted once we receive proper documentation for your personal account.
  Once again, we strongly apologize for any miscommunication from Otter Storage, we are working towards being a customer centric positive experience with each tenant contact.
  Kind Regards,
  Otter Storage Management

• Review fromJohn J

  Date: 01/02/2023

  1 star

  John J

  Date: 01/02/2023

  If I could leave negative ratings I would.. One star is too much for this company. I have multiple spaces at this facility and have complained about a rate increase when services have been cut as in no longer having 4 or 5 people on staff And on site, now it is contactless and nobody on site. My brand new $140000 fifth wheel has been broken into a couple times because they have refused to fix the gate after calling over the course of a month and a month and 1/2. The only positive out of the experience was that their management actually called me back within 2 minutes and that would be the only thing I have nice to say about them. The manager (Mike) offered no resolution. They claim that customer service is priority number one and yet I don't think any of them have been trained in customer service. Very disappointing since I've been with this facility since they opened it 10 years ago under different ownership And it is now my belief that otter self storage wants to build something on this site and get rid of it's clientele because they give me no other choice but to shop around for decent storage options.

  Otter Self Storage

  Date: 04/03/2023

  Dear John,
  Thank you for submitting your thoughts with the rate increases we have implemented as well as your feedback on our customer care team. We take these matters seriously and will utilize your feedback as part of our continued customer experience coaching sessions with our team.
  We understand that no one likes a rate adjustment. Unfortunately, Otter’s operating costs are increasing and part of that is property taxes, insurance, and maintenance activities involved in providing our tenants with their rental unit. We are adding cameras, new gate systems and in some cases nightly security to ensure the facilities remain safe and secure. Otter storage tries to keep our fees competitive for our customers, and believe that we are still offering our customers good value when comparing options in the marketplace. We are sorry to hear that you are not pleased with the rate adjustments, and we hope that you will reconsider your decision.
  Kind regards,
  Otter Storage Management