FREQUENTLY ASKED QUESTIONS
Knowing more about your storage options will help you make the right decision. These City Storage Frequently Asked Questions address the commonly asked questions we’ve heard from our customers while offering clarification on the many reasons why you should store with City Storage!
SELF STORAGE QUESTIONS
What is Climate Control?
At City Storage, we equip climate controlled units with a system designed to maintain temperature and humidity levels. We keep our indoor units at a consistent temperature of 68 degrees Fahrenheit (20 degrees Celsius). These units have higher rental rates due to the cost of equipment and resources required to maintain temperature and airflow. Controlled climate helps prevent mould, mildew and other damage to your belongings.
Alternatively, our non-climate controlled units fluctuate in temperature depending on the weather and outdoor temperatures. We pass the cost savings of not maintaining the climate to you with lower rental rates.
Learn more about climate controlled units and if you need it or not.
How long is my contract?
Whether you’re looking for interim or long-term storage, we won’t lock you into an unnecessary contract! You have the option of paying monthly or weekly, without the pressure of a 3, 6 or year-long contract.
What payment types do you accept?
We accept a wide variety of payment options, including cash, online payment, e-transfer, credit card (Visa, AMEX and MasterCard), cheques, post-dated cheques, AFTs (Automatic Fund Transfers) and wire transfers.
How often do you require payment?
We operate on an ‘anniversary system,’ meaning that you’ll pay for your storage unit on the anniversary of when you started storing with us (i.e. if you sign on July 10th for monthly payments, the next instalment will be needed on August 10th).
Should I insure my belongings?
Without knowing the true value of every item you store, it is difficult for storage companies to provide suitable content insurance. However, we recommend obtaining content insurance with your existing insurance provider to cover goods and transit. If your insurance company has any questions about our storage facility, feel free to have them contact us directly.
What are your hours of access?
You can access all our facilities from 6:00am to 10:00pm 7 Days a week. The Fanshawe location offers 24/7 access. Enjoy the peace of mind of knowing that our climate controlled storage units are equipped with individual alarms and 24-hour surveillance at all of our locations.
Do you accommodate larger items such as cars or other vehicles?
Both our large indoor and outdoor unit sizes are a great option for storing vehicles. Our mobile storage yard offers a convenient drive-up option for easy loading and unloading. If you’re worried about the safety of these valuables, rest assured that they’re held in compound with 24/7 video surveillance.
What is an individual unit alarm?
An individual unit alarm is a security measure that ensures that your unit is monitored 24/7. Using state of the art technology, the alarm outputs unique 6-digit access codes for people approved to enter your unit. The alarm monitors those codes in real-time, allowing us to generate an instant report of all unit activity for specific periods of time.
Once you input your code, it opens the door of your unit’s power strike doors – just like an apartment building! – then disarms your individual alarm, while making a record of your visit within our computer system.
What should I store away on a seasonal basis?
During the winter months, you may want to store away your summer wardrobe or seasonal items such as swimming pool equipment and patio furniture. During the summer months, you may want to store items like your family’s skiing equipment, snow-blower and shovels. If you’re a business, our units can be host to your overflow seasonal product.
Do you offer student discounts?
Each spring, we put together package options for students to store items during their summer break until they return in the fall. We make it easy by offering a truck service where you schedule the pick up of your goods to be delivered to the storage facility of your choice. In the fall, you load your items back on the truck and we’ll deliver them to your new place of residence.
Learn more about student storage and answers to more related questions.
What kind of lock is used for self-storage? Can I bring my own?
We transitioned to cylinder locks that sit flush with the door to maximize security. Padlock style locks were not secure enough for us so we no longer allow them. If you have one of these specific locks then you may use your own. Otherwise, you may purchase one from us for $20.00.
How are your billing periods set up?
At City Storage Group you are on a true month-to-month cycle, making your monthly anniversary date start the day you move in. You are not locked into a contracted length.
Not sure if you will need an entire month? Let us know ahead of time and we can set you to a weekly cycle.
Is a 5x5 storage unit only 5ft tall?
The numbers allocated to each unit, such as 5×5 or 10×10, are the length and width of the unit. The height will remain the same throughout the inside of the building. However, storage unit heights differ from location to location. Our London North location has 8.5ft tall ceilings while our London Central and London East locations have 10ft tall ceilings. All non-climate units have 9ft ceilings.
Am I able to transfer to a smaller or larger unit if I no longer need my current size unit?
Yes, if the size of the unit you are looking to swap into is available then we can transfer you. Ideally it will be near your current unit. Our system makes it easy to transfer and will auto calculate the difference, either a credit to your new smaller unit or an outstanding balance of the larger one.
Do I need a credit card to get a storage unit?
No, although we do require a valid piece of identification to rent a storage unit. For cash payments and debit card payments, you must visit the office in advance of your monthly rental renewal to make your payment. If you are out of town, we will accept e-transfers. Just ask for details.
To avoid the need to call or stop by the office, we can set your account up for automatic bank account withdrawals. And of course, we accept MasterCard, VISA, and AMEX. Any card on file that can be processed through our system can be saved on file and processed for your monthly rental automatically. and if you’re out of the city.
I am finished with my unit, how do I close out my account?
By letting the office know ahead of time, we can schedule your move-out to a specific date within our system and make sure we turn off any auto-billing that may be on the account. When the day comes make sure the unit is empty and in “broom clean” condition as well as remove the lock from the unit so we can ensure the unit is swept for the next client. If the lock remains on the unit we will assume you are continuing to rent the unit for longer.
If the unit is in my name, can my friend/family access the unit?”
We ask that you add everyone who will be accessing the unit to your account as authorized users. If you have a key on file in the office, only those with authorized access can receive the key from us. You are responsible for anyone you bring with you to access the storage unit, they represent yourself in how they act on property.
I need storage for my business. Can we put the account in my company’s name?
Yes, we can put the account in your business name. We can also add multiple names of employees so we know who we can contact for any reason related to the storage unit. For billing records, our system stores receipts which you can reprint in case one is missing at the end of the year.
Will my stuff be sold if I am late on payment like the TV shows?
There is a lot of legality that comes with auctioning off units that we must abide by. First, we never want to sell your belongings. Please ensure you communicate with us if payments may be late. We want to work with you on a payment plan or a buyout option. Legally your belongings are considered abandoned at 60 days past due. Contact the office to learn more.
MOBILE STORAGE QUESTIONS
What makes Big Box Mobile a better alternative to other moving services?
With other movers, you’re required to pick up the truck, load it up and return it within a rushed timeframe. Otherwise, you pay for a second day! We offer the convenience of your moving truck being delivered right to your doorstep!
No need to worry about gas, insurance, or driving a moving truck. With our “Truck Service/Trailer Option”, you have of up to 48 hours to pack up your contents.
Need it longer? We offer ground level delivery service which provides a Big Box container to stay at an address for as long as you need with the option to bring it to storage in between moves or as needed.
We’re one of the only service providers that uses hoists and cranes to guarantee that your items stay level, rather than tilting your carefully packed container onto the truck trailer. This can have potentially damaging consequences for your fragile items!
How much time do I have to pack my container?
Unlike the competition, you won’t have a limited window of 8 or less hours before you have to load, move and return the moving truck. With our Truck Service/Trailer Option, you’ll have access to your Big Box unit for up to 48 hours so you can load and organize your belongings in peace. Need more time? Call us to go over your options including ground level delivery service with on or off site storage.
How do I access my mobile container?
We require you to call us a few hours ahead Monday through Friday. We will place your container in an area where you can easily drive your car directly up to your container.
Do you deliver Big Box Mobile containers to apartment buildings?
No driveway? No problem. We’ll work with your apartment complex’s building manager to designate a drop-off and pick-up area. If need be, we can drop your mobile storage container off in the morning and pick it up in the afternoon. It’s important to obtain enough clearance for both the mobile storage container and the trailer it sits on.
Will the mobile unit ever be tilted?
Containers are delivered on a trailer or by crane. When we move it to our secure yard for storage we lift and load the container using state-of-the-art trucks and cranes. We take every precaution to ensure your items are not tilted or damaged in the process.
Why is Big Box safe?
Ocean Containers are the most popular shipping option and are used for the majority of the world’s dry cargoes. Shipping containers aka Big Box Mobile Steel Containers are one of the most secure storage options you will come across. Consider what a shipping container is originally built for. Shipping containers are made to be an air-tight impenetrable storage solution which is used to transport goods around the world.
