Extra Space Storage — Local services in Powder Springs

On August 13th, a fire broke out at the Extra Space Storage facility, and like many other customers, I didn’t find out until almost a month later. This review is not meant to be negative, but I want to highlight the significant failure on the part of corporate management to notify customers promptly. Most of the responsibility for dealing with this situation has unfortunately fallen on two individuals—Shatima and Anthony—who were recently sent to the store to address the frustrations of understandably upset customers.

First, I received a text message saying my storage unit account had been closed. Alarmed, as I had not closed it, I immediately feared my belongings had been stolen. It was after business hours, so I had to wait until Monday to call. I left a couple of upset messages, anxious to understand what had happened. When I finally spoke to Anthony, I wasn’t exactly pleasant due to my frustration, but he remained calm and professional throughout our conversation. That’s when I learned that the storage facility had caught fire and my unit had been affected.

I was informed that attempts had been made to contact me for nearly 30 days, but I hadn’t received a single phone call, email, or text regarding the incident. To make matters worse, I was given just 24 hours to retrieve any belongings that survived the fire and water damage, or they would be discarded. Living out of state, in DC, I had no choice but to book a last-minute round trip flight to Georgia, which cost me almost $800, rent a U-Haul, and race to the unit the next day to collect my things. Needless to say, I was beyond furious.

When I arrived, I was greeted by Shatima and Anthony, both of whom met me with kindness, professionalism, and a calm demeanor that immediately helped to ease my anger. Despite my frustration and the rude behavior from other customers—both in person and over the phone—who were treating them poorly, they handled every situation with grace and respect. The real failure here lies with corporate management, not the employees on the ground.

Shame on corporate for failing to notify customers about such a critical issue in a timely manner! Kudos, however, to Shatima and Anthony, who are truly remarkable employees. They remained composed and professional despite the disrespect they were subjected to by angry customers (myself included, initially). I sincerely apologize for my tone during our first conversation.

Shatima’s quick thinking to notify customers about the urgency of retrieving their items before they were discarded undoubtedly helped prevent further losses. Both she and Anthony went above and beyond to provide excellent customer service during an incredibly difficult time.

Thank you, Anthony and Shatima, for your patience, professionalism, and positive attitude in the face of chaos. You both handled an extremely stressful situation with grace. The team hired to assist with the removal of belongings was also fantastic—thank you for all...

Everything was done online, I was worried that I would not make it in time to pick up the keys to my unit but once I was done securing my unit online. I was sent a message with my entry code and my keys/lock would be waiting in my unit when I arrived. Everything was so professional and clean. Also the storage spaces were quiet when lifting them up and down. I am currently moving out from Powder Springs Storage to Extra Space Storage. I usually do not like to leave bad reviews but Powder Springs Storage is disgusting. It is an outdoors storage business that is located about 2 miles from Extra Space Storage and last month I went into my unit there and noticed rat droppings on top of my shelf I had placed in the unit and the rats had brought food into my unit eating it. I now have to throw some of my things away due to pests leaving feces over my belongings and had eaten half of my other items like cleaning erasers and now I am switching over to extra storage for being clean and indoors. I don’t have to worry about moisture in my electronics either. Thank you extra storage for being here and completely professional and a clean...

Anthony was extremely helpful & kind. Facility is well maintained & clean. If your looking for storage I would check them out first! Well I was WRONG. This storage place is another one of those bait & switch places. What started out as $20 a month for a 5*10 unit on the 3rd floor has now been changed to $40 a month. Not to mention it’s supposedly climate controlled but that must be for 1st floor units. I am going through the worst time in my life after the loss of my son. I cannot afford the sudden price increase. So now I will have to move our things again. My advice is MAKE SURE to read between the lines. Don’t be a fool & do a month to month rental with this facility. Their response just proved even more they don’t care about their customers. Just what money they can make off all the extra fees on move in. Then a few months later DRASTIC price increase. It’s absolutely appalling that these businesses take pride in doing business like this. The only thing exceptional at this place is ANTHONY. He is a wonderful human being. He has brighten some of my worst days. Thank...