The first contact was great. Online reservation was easy and painless. I got a call from the on-site staff immediately to arrange the lease, etc. Joe initially appeared professional and helpful. However... when I examined my unit, I was handed a padlock with two keys for $19.99. That was fine except I needed 4 keys. Joe told me I could get copies made at a locksmith. Wrong. Neither one of the locksmiths I went to could make them because the padlock was cheap non-brand and no blank was available. Joe refused to let me return the lock I couldn't use even though I received it without the original packaging, instruction, warranty, etc. Last, they tried to get me to buy the renter insurance on the spot, saying it is required by the lease I signed, even though I haven't moved in yet, and he said my homeowner insurance most likely does not cover storage units. I was able to get my insurance agent on the phone immediately to confirm that I have insurance coverage already. Although these costs are small amounts, I do not appreciate the way they try to get money from consumers.