Lori Stewart

Disappointing Experience – Highly Frustrated with Service and Lack of Support

Sadly, my experience since my November 2024 review has been a catastrophe. I was looking forward to an excellent outcome but boy was I wrong.
I’m extremely disappointed with my experience and feel like I’ve wasted both my time and money. Here's a breakdown of the issues:

Unclear Medication Package: After ordering my medication, came from an unidentified pharmacy, my only knowledge was other than that they were new to IVIM. I received the vials, syringes, and alcohol wipes—but no clear instructions on dosage, origin, or expiration dates. This left me feeling uneasy and uncertain about how to proceed. I immediately tried to contact customer service, but that’s where the real frustration began.

Customer Service Nightmare: Phone calls put me in endless hold loops, and chat support was unhelpful. I did manage to speak with one representative who told me the dosage, but they didn’t address any of my other concerns. I also couldn’t join the group chats, even after multiple RSVPs. I kept getting a message saying I needed an invitation, but no one ever followed up with that.

Appointment Confusion: Weeks later I had an appointment scheduled, but there was a time zone issue that wasn’t clear when scheduling. There’s no centralized place to check appointment and there was no follow-up to reschedule or offer clarity.
Final Thoughts: I’m trusting a company with my health and paying a significant amount of money for it, yet I feel completely in the dark about the medication I’m injecting into my body. I’m dissatisfied with how my concerns have been handled, and continue to feel unsupported. As of January 2025 I am still without resolution. This experience has been frustrating and, quite frankly, unacceptable.

I recently had a Zoom call with Jennifer, and the experience was positive overall. She was punctual, joining the call right on time, and her communication was clear and professional throughout. Jennifer provided a thorough overview of the topic at hand, addressing all of my questions and ensuring I understood the key points.

She was also very informative, explaining the necessary next steps and the qualifications needed before scheduling a follow-up call. Her approach was thoughtful and organized, making the conversation both productive and efficient.

I had been a loyal customer of Lock Up Self Storage for over three years, and for the most part, my experience was positive. The facility was clean, secure, and met my needs without issue. However, things took a sharp downturn in recent months due to some major policy changes that have soured my opinion of the company.

First, they instituted a new policy where, if payment isn't made by the 10th of the month, you’re hit with two late fees — one for $15 and another for $25. While I understand the importance of timely payments, this felt like a blatant money grab. It’s also become incredibly frustrating to receive constant calls and emails about late payments, and even a cancellation call. The pressure feels relentless, especially when you're already facing exorbitant escalating monthly fees.

What really sealed the deal for me was the customer service experience. The staff became increasingly unhelpful, often reminding me that they know when I've viewed their emails, so no exceptions or leniency would be granted. I will also add that after telling me that I would receive a credit for early vacancy, I was later told I am out of luck. There was no flexibility or understanding, just a rigid, corporate attitude. It felt like they were more interested in nickel-and-diming their customers than maintaining good relationships.

After these recent changes, I’ve decided to move my business elsewhere. I can’t continue to support a company that prioritizes profits over customer satisfaction. Lock Up Self Storage has become a money-hungry business, and I would caution anyone considering them to be aware of their increasingly unfavorable policies. I will not be returning.