God Awful customer service
10 Federal recently acquired the unit I had rented for a year with no issues. I go to access my unit yesterday and find a “divinci” lock on my unit and most around me… so I was unable to access the items I needed that day. They never communicated that they were putting new locks to keep us out of our units. I even called on Wed and set up the auto draft and nothing was said to me than either. I have now spent over 2 hours on hold with them and no one has answered the call… I’ve spent most of that time as caller #4 waiting to speak to a representative, with an ever increasing “estimated wait time”. I am floored at how poorly this was handled. If I could add pictures I would so you the emails we received said nothing about new locks being added. God awful service **Update**Additional information, when I called on Saturday I was told that an email had been sent to me to let me know that the lock was added. Keep in mind the lock had been added at minimum 4 days before the email was sent, and I was told, you haven’t opened the email, it was sent less than 30 minutes before I called in, it wouldn’t have mattered. The communication is better on reviews than it is through customer service, I truly don’t know what my bill will be or what to do with the new lock that they added to my already locked unit. I will say they told me on Wednesday I owed them nothing, on Saturday I owed a prorated amount of my bill for the 3 days left of the month (fair enough) no mention on Wednesday though. I was glad to finally have access to my stuff after being locked out for days. I have no doubt you all are fine once this gets worked out but you have to let people k ow that you are adding an additional lock before you do it.
By Michael T.
Response from 10 Federal· Nov 27, 2021
Hi Michael, Thank you for your feedback. I apologize for your long wait time. Our customer support division was closed on Thursday and Friday for the Thanksgiving holiday, per the email sent out to all customers on Tuesday afternoon. They have reopened for normal business today, Saturday November 27th. I am unable to see your account in our system with the information provided, but a DaVinci lock may have been placed on your unit if it was found to be unlocked; the benefit of a DaVinci lock over a standard keyed lock is the ability to provide a code remotely, rather than customers needing to pick up a key. If you are still unable to get into your unit I encourage you to reach out to our customer support division. - 10 Federal Management