Surprise Self Storage at 13974 N Reems Rd

I had a great experience at Extra Space Storage thanks to the assistant manager. She was extremely professional throughout the entire interaction, while also being genuinely courteous and friendly. She took the time to explain everything clearly, answered all of my questions, and made the whole process smooth and stress-free. It’s rare to find someone who is both knowledgeable and warm, and she truly represents Extra Space Storage in the best way. She absolutely deserves recognition for her excellent customer service.

Extra space is always an easy convenient process.

Great experience with Donna. She was very helpful and accommodating. Think we selected the right place. Nice and clean!

This review is based on my experience during my move in November 2025. The front office staff, Heather and Donna, were absolutely wonderful—very caring, professional, and genuinely helpful. Their customer service alone deserves a 5-star rating. Unfortunately, we ran into a major issue during our move. In the middle of moving our belongings, we were locked out of the building. The facility was supposed to close at 10:00 p.m., but access was cut off at 9:00 p.m. To make matters worse, the reception was very choppy, and I had to log onto a hotspot just to gain access. At the time, I was relocating to another state, which is stressful enough on its own. Having to deal with this situation in the middle of such a major move was beyond frustrating. When we contacted technical support, the experience only added to the stress. We were repeatedly placed on hold, transferred to several different technical support representatives because no one could figure out what to do, and the calls kept dropping. You can imagine how overwhelming and frustrating that was. Because the issue could not be resolved remotely, Heather had to leave the comfort of her warm bed to come back and open the door for us. She truly went above and beyond. On the last day of my move, Donna checked in to make sure I was able to access my storage unit without any issues, which I greatly appreciated. While Heather and Donna were exceptional, the technical support, access, and connectivity issues were disruptive and stressful. Because of these problems, I can only give the overall company a 3 out of 5.

I have a very nice experience with Extra Space, very nice people, courteous and helpful. I had a problem getting into my unit and I left a message, so Donna called me and I went back to figure out what I was doing wrong, she was a great help and all is good, thanks Donna!!