Extra Space Storage — Local services in Hopewell

Title: Poor Treatment and Lack of Assistance for Disabled Customer

I recently visited to close out my mom 10x8 storage unit. As her being a disabled customer, I came to help her move everything out, and together we emptied the entire unit on our own.

When it came down to just two heavy items that I physically couldn’t lift, I politely asked the staff if someone could help move them or if I could simply leave them behind for disposal or donation in their dumpster. I made it clear that I didn’t care what happened to them—I just couldn’t move them myself..

Instead of understanding or offering any kind of solution, I was told no, and that I couldn’t use their dumpsters or leave the items behind. I was told I’d need to find someone else and somewhere else to dump them. The lack of compassion and flexibility in that response was incredibly disappointing. I don’t want to say it was a racial issue or a disability issue but there definitely was discrimination toward us. Lack of help , lack of information , lack of anythingwhen asked for any type of help or assistance. Being a storage facility they should have on hand information to give guest on situation like this. Like a list of dumpsters or companies to help. I was giving you can’t throw stuff in out dumpsters because we pay for them to pick things up.

For a company that serves the public, especially people who may have physical limitations, this level of indifference is unacceptable. A small act of empathy or a simple helping hand would have made a huge difference.

I hope management takes this feedback seriously and provides better training for staff on how to handle situations involving customers with disabilities—with respect, understanding, and basic human decency. Important safety inspections are overdue. The fire extinguisher tag is still marked 2024, and the elevator certification expired in October 2025. These are basic safety requirements that should be updated immediately. First time in yrs I have I ever interacted with staff. I also will take this up with corporate and the Better...

The workers are friendly BUT renter beware! This is a faceless corporation whose customer service number lands you back at a local office, talking to the same, friendly local people who unfortunately can only help to a certain point. My issue began at the locked in “web rate” online…the rate is NOT locked in they can/will raise your rate at any time as long as they give you 30 days notice. My main issue is that you won’t find that out until you show up with all of your things to finalize your lease and move in because it’s buried in the fine print and you HAVE to sign before you get access to your unit. I had no issue for a couple months but imagine my surprise when they raised my rate by $60 (almost double my web rate) with NO notice! They will say they mailed me notice…though ALL other communication has been via email or their app. In any case, I think it’s a shady business practice and potential customers should be made aware that the “Web Rate” is not guaranteed past the month of move-in, BEFORE showing up with their belongings to finalize the lease and move in. Online, there is no asterisk or fine print available, you only find out the rate exceptions when you show up. Then, if there’s an issue, there’s literally NO ONE to contact at the corporate level unless you use their chat feature in the app, the customer service phone number they give you (and found online) will just reroute you to the folks on-site. Either way, I moved out of this place and went to Ample Storage in Petersburg (brand new so they weren’t open when I moved into extra space) they have better rates and won’t raise your rate for at least a year and even then it’s not more than $10/mo at a time. I moved in to a unit the exact same size as the one I got at this place for $35/mo. I like the first floor access at Ample as opposed to the three floors and single, extremely slow elevator at extra space…also, because extra space is an indoor facility, it often smells VERY bad….other than that,...

Well I was stuck knowing that probably needing a storage unit interim of finding a house so i started the search moving from an hour n half away good ole google and not heard of cube smart decided why not so i called and customer service "Sabrina " was more than helpful and very pleasant to talk to! She said the store manager would be contacting me and as promised he did .David super helpful great customer service and he laughed at my jokes..seriously though he explained everything answered all my questions and I was extremely happy ! So the day before came went to check out the size boy glad i did was way tooo small so again more than helpful David solved the problem and got me a bigger size easy peesy! Welll moving day came and loading the truck we realized that the size i thought bigger was not enough ohhh so wrong..so i called and knowing i could do smart rental check in still had to get them during office hours needed another bigger size unit..and that is where David's counter part comes in Marlon he said no problem i can fix this easy peesy just as well he made it simple and made me feel at eaae stayed on the phone with me walked me through the online steps and TA DA ..coming an hour an half away after office hrs i had my courtesy bag in the perfect size unit extremely clean place as well .If needed in the future id definitely rent again These 2 guys are awesome and make the stressful process of moving into a storage unit quite simple ...Thanks to them both ..5 gold...