Public Storage - Germantown - 12423 Middlebrook Road

Christopher Lopez

January 16, 2026

This review is specific to this location and not to Public Storage as a whole. 1)I reserved my spot in December for a January move in; specifically asking for a climate controlled unit. My day of the move arrives and I show up with a full truck. When I arrive at the unit there is a hole in the roof and no lightbulb. This is on top of the musty smell and overall poor condition of the units. I called customer service and they transferred me to another unit on site. Even though I wanted climate controlled I accepted this is something I would have to address with another move later on. Customer service got me another on site unit and I proceeded to unload my truck. I go to put the lock on my unit and the latch is broken! It would not slide so the lock could not be put on. The website says that the rental office is open from 9-5p on Saturdays but the door was locked and the lights off with no one answering the phone. Luckily, customer service was able to transfer me to another site and give me what I needed but I still had to load the truck I just had unloaded and drive to the other site. Mind you, I decided to do a pre-move before I did the major move with movers and the bulk of my furniture. I am paying 150/hr for these movers; if this had happened while I was with them Public Storage would have cost me at least $300. This review is specific to this location and not to Public Storage as a whole.

Sheila Brown

February 1, 2026

When I rented my space, customer service said that there would be a lock in my space when I move in and if I bring the lock back, I will get a refund of $20. I went to the customer service location at the public storage located at 12432 middlebrook Rd., Germantown, MD and met the employee working at the location by the name of Adajan Williams, I presented her with my lock and requested a refund, she looked in the computer and said that I did not pay for the lock Therefore, I do not get a refund and at that point, she took my lock and would not give it back and I said no that’s not true because customer service said if I return my lock, I would get a $20 refund, she insisted that I never paid for the lock. I said to her what if I contact customer service when I leave here and customer service say I do get the $20 refund when I return the lock and since you took my lock, I will not have proof of having a lock. She said to me you have 30 days to return the lock and your 30 days have expired and I said how could that be if my move-in date was January 24, 2026 and today’s date is January 31, 2026 , she did not respond and it appeared that she was looking for any excuse to justify not refunding me my $20 therefore at that point I requested that she called customer service right then and there so that we can resolve it, she refused and said she had another customer to take and she wrote down a number and gave it to me, I immediately called customer service while still there and customer service confirmed to her that I was supposed to get the $20 refund in which customer service said that they would escalate this to the district manager and I will be receiving my refund. Adajan made my experience very horrible, and I did not deserve that level of unprofessionalism, customer service from Public Storage. I am never renting from Public Storage again.

Zachary Ross

Although I had trouble finding my specific unit, I take blame for missing the sign. Once I found my unit and the clearly marked signed, the entire experience has been great. Very smooth, clean, organized, accessible, simple. Thank you.

Trista Mcrae

This storage place has the worst customer service ever. Nobody at either property answers the phone, customer service is horrible. I rented a storage unit and they sent me my contract with the unit number and building it was in. Went there to locate it like the map said and was nowhere to be found. I searched for 3 days and couldn't find the unit. Once again nobody at either property answers the phone. Jenn from the Fredrick location called me and I explained to her what was going and she FIXED everything. If it wasn't for her I would have lost my mind. The unit wasn't even in the building the contract stated at all or what it says on the map. Thank you Jenn so much for your help.

Wayve-Anne Brown

Jenn is a great customer service rep. She’s courteous and detail oriented. It was great working with her.