Charlotte Self Storage at 604 W Morehead St

Phillip was awesome. He helped me with all my questions. He is very knowledgeable and has excellent customer service. Thank you Phillip

Phillip was a great help! He’s was informative and understanding. Made the transition seamless. Thank you!

It was just what I was looking for Ina unit

My stop by the Extra Space Storage was a very pleasant experience! Taylor answered all of my questions and is very professional in the way she handles conversations with her clients. I appreciate all the information and will definitely be back.

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.