It was a mixed bag. The initial process of signing up for a space was easy and the technology was used effectively. Two primary issues. The responsiveness of the local team was not great. I was very surprised and disappointed when I got my notice of an increase in the rental rate just a few months into the contract. I reached out to the local manager to discuss and he never answered my emails until after I wrote to the corporate office. Even after he responded, he didn't seem very interested in finding a mutually beneficial path to a long term relationship. I'm retiring and we are likely to have belongings in storage for the next several years before we find and settle into our long-term home. I was looking for some cost certainty after the abruptness of a 20% increase after only a few months. I offered to pre-pay for a certain amount of time or sign a long-term arrangement and David just wouldn't work with me. Maybe that is corporate policy but I found it very disappointing. We've now made arrangements with another storage facility where we think we can be in a mutually beneficial arrangement. Second, when I was making arrangements to cancel our agreement, I sent a certified letter as per the terms of my agreement, but the post office has been unable to deliver the letter. I also sent an email four days ago that has gone unanswered. I went yesterday in person and learned that David was out of the country. The staff member on duty was able to help me process my cancellation and I'm grateful for that. I would have loved to have had a long-term arrangement with your company but the lack of interest on your part didn't allow for that. I just couldn't go forward knowing that you could raise my rates whenever you want as long as you provide 30 days notice.

The directions to the storage area were atrocious!!!!!!! Could not reach anyone, including the manager, for help after 6 pm. The storage spaces in the 3000s were much farther away from the regular area. Front entrance was misleading. Back entrance was not clear. Took 1.5 hours (after reaching the address) to find our storage space. Map sent to us was worthless. Overall, most ridiculous experience ever.

Good, clean unit. A little complex to get into afterhours, but customer service was excellent.

No one on staff to answer phones. Welcome packet and keys were not in unit. I had to pay my delivery drivers an extra 30 minutes because we could not find the loading dock and the storage building for my unit. There was no one in the office for 2 days to get information!

I am able to rent a storage unit at an affordable price.

I was charged for a lock - I don’t need a lock, I’m only switching units / location.

Pipe burst above my unit damage to mattress and other items, it was extremely difficult to put in a claim. There no place to dispose of item like that same mattress. Other storage places have a trash to dispose of items, for the money I paid monthly I should be Able to dispose of basic stuff.

Bad location details and directions. Horrible customer service. No employees on site for over an hour.

The person most frequently working at the location was consistently unhelpful and may have provided inaccurate or false information. After Cube Smart took over operations of an Extra Space storage the security doors to each bay were no longer secured via a code lock. I asked the man that most frequently staffs the location about the doors over the course of 6-8 months. I was told that the parts were being ordered, repair was in progress, etc. I highly doubt that any repair is in progress. I expressed my concern that the lack of secure bay doors posed a safety concern for me when I was at my unit and for my belongings. Additionally, I expressed my concern that the fee for my unit included the secure bay door feature that was no longer available but I had not received a refund for the missing service. The staff person treated me in a hostile and dismissive manner. When I talked to the person on 3/10/2026 at 2pm to close out my lease, he assured me that the task would be completed that afternoon. It was not completed. On 3/11/2026 the person reported that the system went down on 3/10/2026. I suspect the staff person forgot to process my request and failed to honestly take responsibility for their error. I hope I am wrong and that the system in question was down. I moved my items to an Extra Space location with better customer service and safety features.

There is no one in the office if you need help, no map to help locate your unit.