Charlotte Self Storage at 604 W Morehead St

We called regarding an access issue with our unit and initially spoke with Maya, who was kind, patient, and helpful. However, when we were transferred to Rebecca, the experience deteriorated significantly. From the outset, she was hostile, dismissive, and unprofessional. She repeatedly interrupted us, spoke over us, rushed through scripted responses, and attempted to end the call without allowing us to ask questions. When we asked her not to hang up and requested clarification, she responded curtly, cut us off again, and ultimately hung up mid-conversation. The conversation went a bit like this: We verified our ID and reiterated our issue. She rattled some things off, then said, “Have a nice day, goodbye,” and tried to hang up. We said, “Woah, woah, woah, wait please don’t hang up. We just have a few questions about what the issue is with our account.” She then cut me short again and said in an unkind and short-tempered tone, “What’s your question?” I paused and said that she sounds short on time or in a rush, and rude, and that if she’s pre-occupied and doesn’t have time to help us, can she please transfer us to someone who can and someone who’s kinder. She said again, “Well, what’s your question?” We asked our next question, she raced through another poor explanation and response, immediately said “Goodbye” with no room for us to respond and then LITERALLY hung up on us. At no point were we rude or confrontational. Rebecca’s tone and conduct were abrupt, tactless, and unacceptable for a customer-facing role. We called back to report the interaction and again spoke with Maya (kind and lovely), followed by a supervisor, Ty, who was professional, attentive, and helpful. We appreciate their assistance and clear explanation of the situation. Rebecca’s behavior was inappropriate and should be addressed. We expect this incident to be reviewed and for appropriate corrective action or training to be taken to ensure this does not happen to other customers. I’ve held many customer service jobs over the years and her behaviour would’ve been grounds for disciplinary action or being terminated from the role. We do expect recourse and an apology, and hope she receives the training she needs to either improve her attitude while working in customer service or to pursue a different avenue since she’s so hard-pressed to do the basics of her job.

It started with Douglas calling me and emailing me after I sent in my information. He left a detailed message then Mike called and we resolved almost everything except that I needed to sign my agreement then I would get the code for the elevator. When I began to look for the location it seems I had eE instead of W soI ended up calling and I got Douglaz he told me exactly where to. Go I arrived and I asked If Douglas could give me a tour to show how thing worked he was gracious enough to explainev crushing in great deatail.just the way I can understand it. He told me if ai had sign my agree.ent I would have the code and unit number So I went to my email and found what we needed the code and unit information. Thank God Douglas explained how the key works and everything flowed smoothly he showed me the best way to get to my unit Where the carts are kept where the restroom is located. He even told me how my truck should line up in front...He is a priceless Jewel indeed. I hope he is aid well you wouldn't want to lose such an ASSET like DOUGLAS!!

These guy's are great, the staff at this location specifically have always been extremely hands on with helping me with any issue or concern I've had. Just like dealing with any franchise there are can be problems from time to time but every single time I've called in the staff has addressed each of my concerns and helped me out. If I leave a message after hours they always call back first thing in the morning and will work with you to make sure you're happy. Highly recommend.

Great staff and facility

Rates go up...... 604 W. Moorehead Storage space was clean Good lighting. Vida assisted me with my unit. She answered the phone and corrected a issue I had. She was very professional and polite. I upgraded from my review from a 3? to 4?. Thank you, Vida for the expertise. I will make another review in May, when my lease ends with Extra