Extra Space Storage

"At the location to access my storage and the facility is locked up. 9:30 on a Monday morning. On the phone with the 800 number. Apparently they know that no one’s working today. Very odd and and unprofessional way to conduct business. 10 am: it sounds like someone may be here at some point to open up the business. The closest location is 3rd Street but they’re unwilling to accept my items unless I open up a new storage account with them. There is no manager to speak with. Currently on hold with HQ in Utah. 10:30 am - HQ keep telling me that someone is on their way so I remain hopeful that I won’t be sitting here all day. Someone decided to show up at 10:40 AM to open up the place. No apology offered. Perhaps I was supposed to apologize to him for making him come to work?"

"Jadira was a pleasure to work with. She answered all my concerns and was very knowledgeable. She made the experience easy and quick. I appreciate her taking the time to help me. Glad I chose this location."

"My experience renting with Extra Space at this location was miserable from start to finish. I had chosen to store here because I thought I was getting a decent price and believed the "good" reviews, but looking at them now, they all seem to be pretty fake- sort by lowest review and you'll see that the negative feedback is all pretty consistent. When I first was booking the unit, I specifically emailed to make sure my lease would start on the date I was actually moving in. That was the date showing when I clicked through and filled out all the info, but when it generated, it was the date I completed it and not my move in date several days later. I spoke with customer service multiple times prior to move in and on the day, and was given the run around on fixing this until I was finally told they couldn't change it. The facility itself is a terrible set up- I had a large move and that has to be done through the freight elevators. Both during my move in and move out, only one freight was working and the regular elevator was having mechanical issues. The freight has to be operated by someone working there, but there is only one person working, and the number that is posted to call to get them to bring the elevator up or down was rarely answered and texts weren't responded to. You also can only go down the stairs and exit on the first level, but not up. My movers and I ended up often having to wait 20 to 30 minutes just to get an elevator which added significant time to my moves. The people working there were friendly enough and seemed to be doing their best, but they're pretty much set up for failure with the design and management of this location. The hallways are also very narrow, and rather than the large doors that slide up I have had at all other storage places, these are just narrow doorways which made moving more difficult. My unit also had a large, concrete beam inside so I was not actually getting the space I paid for, and made it tough to fit items inside around it. Only a couple of months into renting, I received a tiny postcard in the mail- not through the website, by email, or as a text, like all other communication had come- informing me that the price of my unit was being increased. I hadn't even realized they could do that because it's not at all obvious when you book, and certainly not by such a large amount and so soon after I had moved in. I immediately tried contacting customer service by email and through the website's contact system and never received any response from Extra Space. I finally called the storage location, even though I didn't think the person working the desk would be able to change it, and was told that typically they don't increase the price until after four months (which clearly isn't true) and they could try and request a decrease but it would be a "50/50 chance." When I got my next bill, the increase had been reduced very slightly, but I still never got any kind of communication from them about it. Moving out was just as if not more of a painful process than the move in because the facility was pretty crowded. I can't even imagine how it would go if two people with moving trucks were trying to do a move there at the same time. When I was finally able to close out my account, I asked about receiving a refund for the portion of the month I would not be using the unit, which was a full half month's time. The guy working the desk had to call his manager, who said they could only do it if I had given them notice. I told them I had called them to inform them I would be moving out and gave them the date, and no one told me anything about that. They still said they couldn't do it, so I am now paying for a full half month that the unit is available for someone else. Just truly terrible customer service and management- don't rent here."

"NIGHTMARE BUT GREAT ON-SITE STAFF. This facility **falsely advertised** spaces and then tried to upcharge me (from $35 to $177) when the space I booked was not available. I booked 5x10 which explicitly states only enough size for “small furniture (including a queen-size mattress set, dresser, and TV), sports equipment, and several moving boxes.” I attach the screenshot for 5x9 because i took the final 5x10 but you can clearly see it says it will fit queen mattress. When I arrived I learned that it was not one unit but two 5x5 raised up cupboard spaces that you have to access by ladder would never fit a mattress. The on-site team were very helpful but pretty stuck in what they could do because it is such a huge company and the website is factually incorrect and falsely advertises the available spaces. And unbelievably the supervisor on the phone was uphelpful, would only speak to the on-site staff and not directly with me. And he did not pick up my calls (I called his direct line times and he was aware I wanted to speak to him). They showed me a room that would fit my things but it was more money and when I looked at it it was filled with rust and broken glass and debris! Thankfully Mia was there an did everything she could to help resolve my issue, running around the different floors trying to find units that might work. Anthony did the same too - what a relief to have had some reasonable, helpful people there to represent the business because it was awful turning up with a team of movers who I am paying by the minute to find out the unit I booked wasn’t what I booked at all. I really am grateful to both of them for staying calm when I was getting very upset and angry at Extra Storage for their mistake, and for them to fixing the issue as quickly as they could. This delay clocked up 40 extra minutes which I pay $2 a minute for. $80 extra I had to pay because of this mistake. I do NOT recommend this location because of how the supervisor behaved towards a paying customer, and because you cannot trust a company that doesn’t even know what spaces they have free. I will move my things soon but needed something for now."