Mountain Vault

The most amazing customer service I’ve experienced in a LONG TIME!
I went in last week, vaguely remembering my mom once having a safe deposit box there, nearly a decade ago. For client security — without the key (and box number) as well as a 4 digit PIN code, the gentleman I dealt with was not able to tell me whether or not it still existed, but took the time to show me what their keys looked like, and was incredibly kind and patient. As it turns out, I have that key!
I brought it back in, tried my mom’s old PIN code — and it still worked!
This is quite possibly the most secured building I’ve ever been into. I wasn’t able to make it past the foyer and into the office without the key and PIN code — let alone anywhere near the vault! And while the man, who I presume to be the owner, and the guard certainly follow very stringent protocol, I was never made to feel suspect or criminal at all. It is an incredibly professional set up!
I learned that my mother was more than a little behind on her rental fees — and I would have to bring the account to current prior to gaining access to the box. (Makes sense.) My stepfather and I went in today to pay the arrears, collect the contents and close the account. Once again, the treatment from the gentleman we dealt with and the security guard was top notch. Very professional, very by-​the-​book — but somehow, very kind at the same time.
This would have been a 4 star review based on my experience with Mountain Vault — even though my only business there was to close the account. Then the man who I believe is the owner did the unthinkable. He didn’t feel it was fair that my stepfather and I had to pay so much money just to see the box. Which really should have been canceled when my mom emptied all the contents out of it last time she was there. Yes — he felt guilty for having us pay years of back rental fees to open an empty box. And promptly gave us half that money back!
We never would have thought to ask for it. We knew it was a ⁵⁰⁄₅₀ gamble. We even both had the feeling the box would be empty — but neither of us could walk away not knowing for sure. It was our educated risk — we walked in planning on losing that money. So the fact that he would give half of it back to us, feeling we were put in an unfair position? AMAZING! Absolutely amazing customer service.
I told him as we were about to leave that if there comes a time I need a safe place to secure my things, based on how I was treated at Mountain Vault vs. how I have been treated at the banks my mom dealt with — I will ABSOLUTELY be giving my business to Mountain Vault!
I was treated as an incredibly valued customer when I wasn’t a customer at all. in fact, my whole plan was to cancel a contract they had open for years. That, friends, is not only how to get my business, but the perfect way to get me to Unilocal about it!
Thank you!