I am beyond disappointed in my experience with this location. First I had to wait past the opening time for someone to actually assist me. A maintenance technician finally came to my car and offered to assist me because "the girl hadn't gotten there yet." While he was super sweet, efficient and helpful, he was the ONLY positive experience I had. When he showed me the unit I advised him that it was too small. He was unsure of how to transfer units and advised that I would have to call back and speak with someone. I called over a half dozen times yesterday and received nothing but voicemail. I even left messages. Today I called the 800 number listed on your website and spoke with someone at the call center. They were unable to assist me and advised that they would send a message to the property. Surprisingly, after they sent a message I quickly received a phone call. The representative who called me was rude and very short with me as I explained that the unit was too small, we hadn't moved anything in yet and that I needed to transfer to a bigger unit. I was told there wasn't anything available except the 10x15 and it would cost me $119. I explained that I used the $1 first month special, it was a temporary store and that $119 was out of my budget. I was told "you can't use the $1 special on this unit because we only have 1 left." I advised that I would look for another company to assist me and call back to cancel my unit. For the first time, she actually sounded happy with that response. I spent my morning calling around to other storage companies and though I found another with a larger unit available, it did cost me more. Of course when I called back to the property to cancel I again received nothing but voicemail. I called back to the 800 number and they were unable to cancel my unit but could again send a message to the property. Soon after the same rude representative called me back to say "I can cancel your unit but we don't do refunds." I advise I would reach out to upper management to discuss it further as I am entitled to a refund as we never used the unit and I was unable to be accommodated for a larger unit. She hung up in my face. I went by tonight to get my require lock off the unit and I'm assuming because my reservation was cancelled my code no longer works and I have to go back tomorrow, hope that someone is actually there when the location is scheduled to open so that I can get my lock and be able to take it to the new storage unit without having to lose more money on a $10 lock purchase. One of the MAIN reasons I chose your company was because your "excellent customer service" is plastered all over your website. I feel like that is borderline false advertisement because the service I was shown in 2 days was extremely poor. I paid $35 to rent a storage unit from your company, I work hard for every dollar I make and can NOT afford to just give money away because I wasn't accommodated. I had the unit for all of 30 seconds when I realized it would not do what I needed it to do. Almost 48 hours later, I STILL have not used the unit. I was required to put my lock on it even though I advised it was not sufficient and now cannot get access to my purchased lock which keeps me from getting a new unit elsewhere without an additional cost. I do hope this email gets into the proper hands and someone uses this as a teaching moment. If you strive to provide excellent customer service, this location did NOT live up to that standard at all. It is also impossible for anyone to voice a complaint as your website and 800 number refers everything back to the actual location. God forbid someone had an issue with a manager there, they would have no one to speak with about it but said manager. Your customers have entirely too many options when it comes to storage facilities, this isn't the way to ensure they choose you.