Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
inadequate security measures and poor maintenance of storage unit facilities
Business reply on Google
Hi Edward, we're sorry to hear you were unhappy with your rate. 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. If you would like to discuss this with us in more detail, we're available anytime at 888-storage.
Storage unit rental rate increased significantly without prior customer notification.
Business reply on Google
Thank you for sharing your feedback, Anne. We sincerely apologize for the frustration caused by the unexpected rate increase, especially after discovering it through your bank statements rather than receiving proper notice. Your concerns about our pricing practices are taken seriously and have been noted. We're glad to hear that Kyle provided you with a friendly and understanding experience, and his dedication to finding a solution truly reflects the service we strive to provide. We're committed to working toward a fair resolution, and you can count on Kyle to follow through as promised. Thank you for allowing us to make things right.
Broken elevator and security gate remain unrepaired for extended period.
Business reply on Google
We sincerely apologize for the ongoing elevator and security gate issues you have experienced, Frank. We completely understand how unacceptable it was to carry a large item down three flights of stairs, and we take your security concerns very seriously. We are sorry these issues have not been resolved promptly and that no compensation has been offered for your additional expenses. Please call us at 888-786-7243 so we can discuss a rent adjustment and work toward resolving both issues as quickly as possible. We truly value you as a customer and hope to restore your confidence in our facility.
repeated unit break-ins and lack of facility security or support
Facility failed to repair a unit broken into by thieves
Business reply on Google
We take your feedback seriously, Jess. Please contact us at (215) 508-9800 to discuss your concerns further.
repeated break-ins and lack of security at storage facility
Elevator malfunctions and building access door failures prevent entry to storage unit.
Business reply on Google
We value your input. Please feel free to reach out to us at (215) 508-9800 to discuss your concerns further.
inconsistent pricing and lack of security for stored property
Business reply on Google
We're deeply concerned to hear about your experience at Extra Space Storage. We take our customers' feedback seriously and would like to address the issues you've raised regarding pricing discrepancies and security concerns. Please contact us at (215) 508-9800 to discuss your concerns further. We aim to resolve this situation and improve our service based on your input.
Monthly storage fees increased significantly within a one year period.
Business reply on Google
Please accept our apologies for your experience. Your feedback is important to us, and we take your concerns seriously. We understand your frustration with the price increases and would like to address this matter further. If you're willing, we'd appreciate the opportunity to discuss your specific situation in more detail. Our goal is to provide a satisfactory storage solution for all our customers.
The company failed to issue a refund for overpaid storage fees.
Business reply on Google
Hi Shawna, we really appreciate you taking the time to leave a review. We are sorry to hear about your experience and want you to know that your feedback will be reviewed internally so we can work to potentially earn your business in the future! Your business means a lot to us, so if you have any additional feedback, please don’t hesitate to contact us at 888-STORAGE.
Customer charged for missing padlock and reported lack of facility security
Business reply on Google
Hi Honorable, we consider security our top priority and are very sorry to hear about your experience. We would like to speak with you about this in more detail as soon as possible. Can you give us a call at (215) 508-9800?
Customer reports theft of stored items and fake positive reviews.
Business reply on Google
Thank you Ben for taking the time to share your experience with us. We apologize for the negative experience you had at Extra Space Storage. We take customer feedback seriously and are committed to providing a secure and satisfactory storage experience. We are sorry to hear that your belongings were stolen and we are taking steps to ensure that this does not happen again. Please contact us at your earliest convenience so that we can address your concerns and make sure that your experience with us is satisfactory.
Storage unit contains an obstructive pillar not disclosed during reservation.
Business reply on Google
Hi Denis, thank you for taking the time to share your feedback with us. We are sorry to hear about your experience and that you are not satisfied with your storage unit. We want you to know that we are looking into this matter and would like to make things right if possible. A member of our district office will be reaching out to you soon.
Frequent arbitrary rate increases and unreliable lighting in storage units.
Business reply on Google
Josh, we know that providing customers with convenient, secure and professional storage at an affordable price is important. Our team continually reviews our competition's offerings in order to deliver you a valuable solution for storing your belongings. Please contact us with any questions!
Staff was rude and provided inconsistent information regarding pet policy.
Inadequate climate control caused mold, mildew, and pest damage to belongings.
Poor parking access and disruptive neighbors at the storage facility.
The business failed to clear snow blocking a public canal path.
employees exhibit poor attitude and difficult customer service interactions
Difficulty reaching staff and unfair late fees charged to account.