Extra Space Storage review: Customer service?

Today, during business hours, I went to the Extra Space Storage on Morse St. in Norwood MA to replace my lock with a new one and get some of my belongings. FYI I am a gray-haired old lady who walks with a cane. I do not have a car and I had to arrange for someone to drive me over there. The office door was locked. I rang the bell. The attendant came to the door and, annoyed, told me he was on his lunch hour. I explained that all I needed was to borrow the bolt-cutter to remove the old lock and that I didn't have a car to come some other time. He refused to help, not pleasantly, said he wasn't on the clock and wouldn't do anything.
When I rented the unit, it was owned by Planet Storage. Ironically, I chose it over the other option in town which was Extra Space because the customer service was better. The people who worked there were pleasant and generally helpful. The charges went up a reasonable amount per year. Since Extra Space took over, available hours have been cut back and the cost has risen astronomically, and now it appears I can't get into my unit when I need to.