Extra Space Storage

Address:	1420 U St NW, Washington, DC 20009, USA
Phone:	+1 202-667-6333
Site:	extraspace.com
Rating:	4.7
Working:	9:30AM–6PM 9:30AM–6PM 9:30AM–6PM 9:30AM–6PM 9:30AM–6PM 9AM–5:30PM 10AM–3PM

Location

Photos 50

Reviews 6

Anonymous User

Horrible experience, they will foreclose on your storage unit without actually interacting with you. If you want a place that takes care of your belongings and does more than the bare minimum before exercising the nuclear option, go elsewhere. As a customer you expect basic things, like billing to be transparent and user-friendly. However, the company has an antiquated system in place with paperwork. They are stuck in an era before the advent of electronic communications. Everything must be done on site. When I set-up the storage unit over the phone, I informed Extra Space that I would like to have a credit card charged monthly for my storage unit. With this being the understanding, I put down a credit card for my initial months lease, it was charged and everything was fine. However, for month two and three, Extra Space did not charge my credit card. Without being told that I had to be on-site to fill out an auto-bill pay stub, Extra Space stopped charging my card and then had the audacity to claim I breached my duty to pay. Extra Space then moved to foreclosure on my storage unit without actually interacting with me. Extra Space will tell you that the law requires "notice" prior to foreclosure. And it does. However, here is where you expect Extra Space to go the extra mile and actually talk to you before foreclosure. Instead, Extra Space does just enough to cover themselves legally, but not an ounce more. No e-mail, no call. Instead they send letters. However, the reason many people use storage is that they are moving and as anyone that has moved will tell you, moves and snail mail are not always compatible. Extra Space will lie and tell you they called you. In fact, they will even claim your number was disconnected. [Ironic, since I spoke to Christine at HQ on the same phone she claimed had been disconnected. And when you refute that your line was disconnected she will accuse you of failing to pay your phone bill without any proof.] After two half-hearted attempts at "notice" they will foreclose. This is not enough. not with someones belongings in their care. In order to get your stuff back you will then have to pay excessive late fees. Unbelievable.

Anonymous User

I have to concur with the scathing comments from other reviewers. I also had a very bad experience with Owen and when I was surveyed about it and contacted by Christine at their HQ in Maryland, it was just as bad. They were only concerned with what they were required to do instead of taking my comments and working to improve their customer service levels. Essentially, they have all the tools necessary to effectively manage billing and customer service, but instead of utilizing those tools to communicate effectively with customers, they prefer to slide by and do only the minimum when required when there are issues. Perhaps the business model drives additional revenue and profit to the bottom line through foreclosures and that outweighs good word of mouth through competent and polite customer outreach. For the record, I know what my responsibilities as a customer are; however, I also have a reasonable expectation if Im being notified by e-mail when a payment is processed that I should receive the same electronic notification if a payment doesnt process. Owen and Christine - shame on you for not apologizing to me for your tone and not offering to refund the foreclosure fees when I immediately resolved the issue with my credit card number and paid my outstanding balance as soon as I learned of the payment issue.

W. Connor Schmitz

Our experience at Extra Space Storage on U Street was great. We needed a short term storage unit and the price was unbeatable. Shawnice was extremely knowledgeable- despite telling us that she was relatively new with the company- and wonderful to work with. Upon arrival, she remembered us by name and had everything ready to go. Her coworker, Carlus, gave us a tour of the property and the unit. In light of this being a building of storage units, the tour was grand in every regard. He opened the loading docks, explained the parking rules, showed us how to use the gate, took us up on the faster elevator and down on the larger elevator, and gave us his absolute word that the unit would be cleaned before we took possession. When we said that it looked fine and that wouldnt really be necessary, he looked at us most seriously and said, "We clean and sanitize every unit after a move-out. That is our guarantee. You never know what people were storing in here!" The entire experience was quick but not rushed, friendly and not pushy; we were very glad to have found this location and very much look forward to moving our apartment in during the transition to a new home! Thank you kindly for all of your hard work and time in assuring us that we were in the right place!

Charles Benoit

Ive got to respond to the negative comment a bit below, because it does not remotely reflect my experience. I use the ExtraSpace at 1420 U St. to store inventory for my small business, Federal Spirits. Im in & out of there all the time. My dog pees on their grass. Id imagine that theyd be glad to be rid of me in exchange for a more typical self-storage customer! And yet, they consistently surprise me with their amazing support. Id say amazing "customer service", but really Ive been able to lean on them far more than any self-storage customer should ever rightly expect! A lot of companies (looking at you banks!) talk about how they support small business, but rarely do they actually make your life easier. ExtraSpace on U St. actually does without even boasting in the first place. Too modest! To Danny, Amelia, Edwin, and everyone else (am sorry Im horrible with names!), *THANK YOU* for so consistently going above and beyond. With your support, being a small business owner is not actually a total nightmare. Would you all mind opening a bank too?!!

Laura El-Sabaawi

I just rented a storage unit with Extra Space this past weekend, and I was genuinely impressed with their customer service - both on the phone when I first called about a unit, and then when I booked the unit in-person and moved my things in. The woman (sorry, forget the name!) who helped me on the phone and in-person was really friendly and helpful - she also very patiently walked me back and forth to like five different storage units to help me select the one that best suited my needs. Overall, everyone there was very friendly, helpful and pleasant to work with. Really top-notch customer service. The only reason I give it four stars instead of five is that the hours in which the units are accessible are fairly limited. You have to get there by 5pm on Saturdays, and theyre only open 9:30-6 during the week... I wish they were open at least an hour later during the week, so itd be possible to get there in the evenings without leaving work early! They should really consider extending their hours.

Allison Irby

I had a positive experience using Extra Space Storage over the past year. I liked that I could pay online; the facility was super close to everything in the city and there was parking available inside while I was using the facility. I lost my keys to my unit and the manager, Dan, took it off for me and they didnt even charge me a fee for removing it. Aside from these few slightly annoying things: - No air circulation in the blazing heat - Theres a timer that goes off every 30 minutes that turns out the lights (I appreciate the energy saving, but its frustrating) - Somewhat pricey units (but its located in the heart of U Street so somewhat understandable) - No trash bins - Only one, slow elevator The staff is super friendly, helpful, and the facility itself is nice. If you can afford to keep yourself there and you live in the U Street/14th Street area...you will feel like your things are safe and getting in and out is manageable. Id use them again for sure.