Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Staff provided poor service and restricted access to storage units.
Business reply on Google
We are sorry to hear this. Please contact us at (980) 613-8360 so we can address your access concerns and escalation request directly.
Staff member was rude and unprofessional during a phone call.
Business reply on Google
Thank you for sharing your concerns about your recent interaction with our staff. We sincerely apologize for the experience you had and the frustration it caused you. We take customer feedback very seriously and would like to address this situation properly. Please feel free to reach out to us at (980) 613-8360 to discuss this matter further. We are committed to improving our service and would appreciate the opportunity to make things right.
Staff allegedly stole personal items from a unit during auction status.
Business reply on Google
Your concerns are noted, and we take them very seriously. We apologize for any inconvenience you may have experienced. Our team is committed to maintaining the security and integrity of our storage units. We will review our procedures to ensure they are being followed correctly. We understand the importance of trust in our business, and we strive to provide a safe and secure storage environment for all our customers. Rest assured that we will thoroughly investigate this matter internally. We value your feedback as it helps us improve our services. Please excuse any issues you encountered during your time with us. If you have any additional information or concerns, we encourage you to contact our management directly so we can address them properly.
Staff provided false information regarding facility access hours.
Business reply on Google
Your concerns are noted, and we sincerely apologize for any confusion regarding access hours. We understand how frustrating this experience must have been for you, especially during your moving process. We strive to provide clear information about our services and policies to all our customers. Rest assured, we take your feedback seriously and will use it to improve our communication with customers in the future. We will review our procedures to ensure that all staff members are providing consistent and accurate information about access hours and additional services. Thank you for taking the time to reach out and bring this matter to our attention. Your input is valuable in helping us enhance our customer service.
Items were stolen from a storage unit prior to auction.
Climate controlled storage unit is hotter than the outside temperature.
Business reply on Google
Thanks for bringing this to our attention Isaac. We will be sure to look into this. Our climate-controlled units are typically maintained at temperatures between 55 and 80 degrees to help protect temperature-sensitive items from extreme heat and cold. If you notice that your unit is outside this range, please give us a call at 888-STORAGE so we can assist you!
Unexpected rent increase occurred shortly after starting the lease.
Business reply on Google
Your feedback is very important to our team, P. We're sorry to hear you're unhappy with your experience. The value of our units changes from month to month based on market values. Periodically we adjust rates to reflect the current value. Providing quality storage at an affordable price is important to us, and your feedback will be reviewed internally. Please don't hesitate to reach out to us if you would like to discuss your experience further at 888-storage.
facility maintenance issues including broken gate and pest problems
Business reply on Google
Hi Skimp, thank you for sharing your experience with us. Our "Clean and Green" policy is intended to keep all of our facilities to a high standard. We're sorry to hear that your experience was negative and will be sure to share this feedback internally. Please call us at 888-storage if you'd like to discuss your experience in more detail.
Customer unable to access storage unit during posted office hours.
Business reply on Google
Hello Thomas, thank you for leaving us a review. We are sorry you did not have a great experience with us. If you would like to provide more details, feel free to stop by the office or give us a call at (980) 613-8360.
storage unit rental rate doubled after three months
Business reply on Google
Thank you for the kind words, Devon. We're glad Brenden was able to help with your rate increase! Our team is here to serve you, so give us a call at (980) 613-8360 if you need any future assistance.
monthly rental price increases without notice
Business reply on Google
Your feedback is very important to our team, Tasha. We're sorry to hear you're unhappy with your rental rate. We'd love a chance to talk with you directly, please call us at 888-storage.
customer warns of unethical billing practices and record keeping issues
Business reply on Google
Your feedback is very important to our team, Tosha. We're sorry to hear you're unhappy with your experience. We'd love a chance to talk with you directly, please call us at 888-storage.
The business significantly increased storage unit rental rates.
Business reply on Google
John, Thank you for leaving us a review! We are sorry you had a negative experience with our rate changes. Our rates here at Extra Space Storage are not guaranteed for the life of the storage because we are strictly month to month. Will you please give us a call at 888-storage to discuss what other options we may have for you?
Storage unit was broken into and security measures were inadequate.
Business reply on Google
Hi Styler, Extra Space Storage works hard to provide value for our customers through competitive pricing and by maintaining clean, safe, and secure facilities with the best customer service in the self-storage industry. From time to time, we make adjustments to our customers' rental rates to keep up with the rising costs associated with providing top-notch service and a clean, secure facility. We’re sorry to hear you are unsatisfied with your rate. We’d like to discuss your concerns regarding your rate increase in more detail. Can you give us a call at 888-786-7243?
Misleading pricing and unit size discrepancies at storage facility.
Business reply on Google
Shalesha, we appreciate you taking the time to leave feedback. We aim to provide top-notch customer service and are sorry to hear your experience did not reflect that. We value your comments and will use them to make improvements in the future. We're always here to help at 888-storage if you have any questions or need assistance with your rental.
The storage unit rental prices are higher than local competitors.
Business reply on Google
We’re sorry to hear this, Ammar. We understand the importance of offering a top-notch storage solution at an affordable price and will use your feedback to assess our pricing in the future. Give us a call if you have any questions.
The storage unit was infested with fruit flies.
Business reply on Google
Marsha, we are very sorry to hear about this as we strive to maintain a very clean and safe environment for our Customers. We would like to look into this for you, please email your contact information to [email protected] and we will have someone from our team reach out to you. Hope to hear from you soon.
The business charges unexpected hidden service fees.