Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Significant rent increases and poor customer service experiences.
Business reply on Google
We are thrilled to hear about your amazing experience at our self-storage facility. Thank you for highlighting the outstanding service provided by Bob and Sindy. We're delighted that they were welcoming, professional, and helpful throughout your visit. It's wonderful to know that they took the time to explain everything clearly and helped you find the perfect storage unit for your needs. We're also pleased that you found our customer service to go above and beyond, with our team always being friendly, responsive, and willing to assist with any questions or concerns. Your comments about our well-maintained, secure, and easily accessible facility are much appreciated. We strive to make the entire storage process smooth and hassle-free for all our customers. Your positive feedback is greatly appreciated, and we look forward to continuing to provide you with excellent service.
Storage unit wrongfully sealed for auction despite account being in good standing
Business reply on Google
Your feedback is important to us. We apologize for the experience you've had with our storage facility. Please contact us at (619) 297-3502 to discuss this matter further.
Unannounced rent increases and restricted access to drive-up storage units.
Business reply on Google
We sincerely apologize for any inconvenience you have experienced at our Extra Space Storage location. We value your long-term tenancy and appreciate your feedback regarding the recent changes and rent increases. We understand your frustration with the blocked drive-up access and the impact it has on your frequent access needs. Our team would like to address your concerns personally and discuss potential solutions. Please contact us at (619) 297-3502 to speak with a manager about your specific situation. We are committed to providing excellent service and hope to resolve these issues to your satisfaction.
Customer requests reservation cancellation and refund of bank card charge.
Business reply on Google
We apologize for any inconvenience, Craig. Please contact us at (619) 297-3502 to process your cancellation and refund request.
Monthly storage rent doubled without clear notification to the customer.
Business reply on Google
Hi Paul, 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. If you would like to discuss this with us in more detail, feel free to give us a call-- we're available anytime!
Unexpected rent increase with insufficient notice and unreachable management
Business reply on Google
We appreciate your feedback, Rachel. We'd love to hear more details on what happened here. Please give us a call so that we can better assist you.
Frequent rate increases and lack of security or lighting at units.
Business reply on Google
We take your feedback seriously about safety and pricing concerns. We understand your frustration regarding the rate adjustments and the safety issues you've experienced around the facility. Your concerns about the lighting in the units and the overall security situation are important to us. Please contact us at (619) 297-3502 to discuss these issues in detail so we can address your specific concerns and work toward a resolution.
The company significantly increased monthly storage unit rental rates repeatedly.
Business reply on Google
We are sorry to hear about your pricing concerns. We appreciate your kind words about our staff. Please contact us at (619) 297-3502 to discuss your account.
New poles in the driveway restrict parking and unloading access.
Business reply on Google
We apologize for any inconvenience with the new poles affecting parking and unloading. Please contact us at (619) 297-3502 to discuss your concerns.
customer overcharged and staff was rude and unhelpful
Business reply on Google
Please excuse any inconvenience you experienced with your rental and our customer service. We take your feedback seriously and appreciate you bringing this to our attention. We will use your comments to improve our service and address any issues with our staff. Thank you for taking the time to share your concerns.
Staff made inappropriate and discriminatory comments regarding the customer's mental…
The storage unit has flooded twice, damaging stored belongings.
Business reply on Google
Thank you for bringing this to our attention. We are disappointed to hear about your experience at our storage facility. Please contact us at (619) 297-3502 so we can address this issue immediately.
Unexpected monthly rental rate increase after initial sign up
Business reply on Google
Hi Nicole, thank you for your feedback. Our unit rates change based on market values and we adjust them periodically to reflect those changes. We are more than happy to look into your rate increase with you to see how we can assist. Please give us a call at 888-storage.
Monthly storage fees increased significantly after four months.
Business reply on Google
Hi Trent, thank you for the feedback. We're sorry to hear you're unhappy with your rate. We often adjust our customers' rental rates to keep up with the rising costs associated with providing top-notch service and a clean, secure facility. We would be more than happy to look into your rental rate with you to see how we can assist. Please give us a call at 888-storage.
Facility has termite infestation, safety concerns, and significant rate increases.
Business reply on Google
Hi Sarah, thank you for your feedback. We're sorry to hear about your experience. All of our facilities are treated for pests and rodents on a regular basis with Ecolab, our dedicated pest control experts. 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. We take security seriously at Extra Space Storage and want you to feel comfortable accessing your unit. Please feel free to contact us at (619) 297-3502 if you have any concerns while visiting your storage unit.
Inflexible lease terms and forced rate increase during move.
Business reply on Google
Thank you for sharing your feedback with our team, Brian. We're sorry you had a negative experience. If you would like to speak with us about this in more detail, we are here to help and can be reached at 888-storage.
Customer charged significantly higher rent than current advertised rates for same unit.
Business reply on Google
Hi Tecolote, thank you for sharing your feedback with us. We understand your frustration with rate increases and are sorry to hear that you are unhappy. We'd like to see how we can help. Can you give us a call at 888-storage?
Monthly rent increased by fifty-four percent after four months.
Business reply on Google
Joe, We understand the frustration of rate increases. Our team strives to provide clean, secure facilities for your belongings at affordable pricing. Occasionally, we re-evaluate rates to make sure we are able to continue providing top-notch facilities. We'd like to discuss your concerns regarding your rate increase in more detail. Can you give us a call at 888-storage?
Storage facility significantly increased monthly rental rates without prior notice.
Business reply on Google
Hi Chie, 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. If you would like to discuss this with us in more detail, we're available anytime at 888-storage.
Bikes were stolen from the storage facility despite security measures.
Business reply on Google
We’re glad you chose Extra Space, John! We are so happy to hear that we could accommodate you and provide a smooth rental experience. Bob, Sindy, and the rest of our team are happy to help, so let us know if you have any questions!