BRIANNA
UPDATED REVIEW – Extra Space Storage, Sugar Land, TX: Denise and The Racist Remarks about " People"... I'm updating my original review to reflect my complete experience with this location. The facility is clean, well-maintained, and serves its purpose. However, I believe prospective customers should understand something about the positive reviews. When I first moved in, Denise was pleasant and helpful. She strongly encouraged me to leave a review almost immediately, which I did because my initial experience was positive. In hindsight, I should have waited until the conclusion of my rental. A customer's experience should be evaluated from beginning to end, not simply by the welcome they receive. On October 13, 2026, while coordinating my move, Denise repeatedly contacted me about my progress, spoke to me in a manner I found condescending and accusatory, and made remarks about "people" who "skip out." My account was current, and I had given her no reason to question my integrity and whereabouts. As an African American woman and United States Air Force veteran, I found the implications of her remarks, combined with the scrutiny of my movements, particularly troubling. I also requested a receipt for insurance purposes, which she stated she could not provide. When she says people as an HR manager, who exactly are these "people"? That question still remains for Miss Denise to answer. I subsequently spoke with Team Lead Tatiana Howard, who was exceptional. She listened, apologized for something she did not do, and handled my concerns with professionalism and respect. I sincerely appreciate her leadership and trust that Denise can learn from her example. My concern is the difference between Denise's initial customer service and her conduct when I was departing. Courtesy should not depend on whether a customer is doing exactly what an employee expects. To prospective customers: I encourage you to wait until the end of your rental before leaving a review. You deserve the opportunity to evaluate the entire experience. She is nice until she is not. Denise is nice not Kind please understand the difference especially if you have your things in that storage. How we treat others matters. The facilities are excellent, but customers should also consider how they are treated. A clean building does not compensate for feeling unnecessarily scrutinized or subjected to remarks carrying racial implications. I cannot say she is racist but her behavior reflects microagressions and reflective of how a racist and colorist behaves in corporate environments to establish hierarchy based upon their own racist ideologies. Racism is not always put loud its the quiet way Foundational Black Americans are treated as second class citizens and criminals in corporate spaces. I will be handled by no one and I will not be monitored in a space where I am paying and patronizing a business. As long as money is green and im spending it there will be respect. Unfortunately Miss denise may not come from the caliber of people who respect all people and have an issue with my people who like hers help build this country. How unfortunate for Denise... So It appears Denise has certain stereotypes about certain groups of "people" which is unfortunate because as an 12 year AF veteran I fought for all people to be treated fairly including her. Let that sink in.
Google Review
