Rick
????? I recently visited the Extra Space Storage location at 1325 W. Mallard Creek Church Rd., Charlotte, NC to make a payment on my storage unit. I had received a late notice and understood there would likely be a late fee. Unfortunately, my bank account had been hacked, which delayed my ability to make my payment electronically, so I came into the office to pay in cash. I politely asked if the late fee could be waived due to my situation. I completely understand that company policies exist, and I would have respected a simple explanation that the fee could not be removed. What disappointed me was the customer service I received from the representative, Brooklyn. When I asked why the fee couldn’t be waived, her response was, “I didn’t know I needed to give one.” That response came across as dismissive and unprofessional. This review is not about the late fee. It’s about the way customers are treated. Representatives are the face of a company, and even when the answer is “no,” it should be delivered with respect, empathy, and professionalism. A little kindness and communication go a long way. I hope management will use this as an opportunity to coach their staff on customer service, because the interaction left me feeling like my concerns didn’t matter.
Google Review
