Extra Space Storage

Reviews 3

D

D H

Rent here if you like being treated as if you should be happy to pay for nothing. I would encourage everyone to be very cautious and strongly consider going elsewhere with your business as the culture that has been established by management here is clearly one of deceit, incompetence, lacking principle, and customer advocacy. Check out my story below...it is lengthy, because you need the details and context to see how you will get into a situation where you too will be treated poorly. As I was shopping for a parking spot for my RV, the Manager Holly took me to look at 2 adjacent spots on her facility. In front of both in the roadway was a huge mud pit. I pointed it out and told her that could be problematic. At that point she assured me that it is only bad when it was raining and it would be fixed soon. She also said that it would be no problem to move from one spot to the other if the mud became an issue (so long as the other was available). She made plenty of assurances to ease my mind and I made a reservation for the spot that seemed to be least mud hindered at the time. I came by later that week to finalize the spot. I worked with Andrew, who while pleasant proved to be quite incompetent. When my check in was complete, I took the code he provided and went to check access to the gate. Didn’t work. I went back to the office where Andrew piddled around and then assured me that he fixed it...nope. This went on for three or four iterations until he finally said, “maybe it will work tomorrow, can you come back then.” ...ok, so pay now and hope to get what I’m paying for at some point....and pull up with an RV and have no idea if I can get through the gate? (this will become a theme) Fast forward 10 days. Nice sunny dry day and guess what...still a huge mud pit in front of my spot. The other, still vacant spot, looks a little more accessible, so before going mud bogging with an 8000 pound trailer I contact the front office to discuss options. Andrew explained that there was someone that has not seen either spot that had made a reservation to come in and see a spot and it was attached to the other spot and could not be swapped with my spot--a very corporate has tied my hands approach. He offered that if I wanted to wait 7 days and the person did not materialize, then we could discuss switching spots after the reservation expired. There was very much a tone of it is just a little mud, what is the big deal. Having limited options, I attempted to park in my spot. I got half way there and got my 4WD truck stuck in the mud pit. Luckily for me and them, I was able to get my truck and rig back out of the pit and back onto terra firma; however it was clear I was not going to be able to access my space with the road in its current condition. I called the office again and again spoke with Andrew and explained what happened. Suddenly, for $35 admin fee plus a $10 transfer fee, they could move me to the adjacent spot...as if I am wanting to change spots willy nilly for my convenience and I should happily pay again in order to get a spot that is accessible. When I told Andrew that it wasn’t going to happen, the admin fee disappeared and it was only $10 to move. What ExtraSpace doesn’t understand is that I 10 days ago paid for something that their poor facility upkeep is preventing me from using...their job is to provide a facility...it didn’t matter if it was $0.50 to move, this is an issue of principle and doing the right thing. Both Holly and Andrew failed that test of principle and doing right by the customer (who likely would have been an indefinite resident despite all of the other apparent incompetence). In fact when Andrew finally passed the phone to Holly, she asserted that because the mud was not IN my spot, but rather in the common road, that it shouldn’t be a concern...in such a way as if to say “it doesn’t matter if the gate doesn’t open, your spot is there for you if you can get to it.” Needless to say, I was probably the shortest renter that they have had.

WN

wncrandy

I was broken into, terrible security. I was there for a little over a month. I parked an enclosed trailer in the fenced in lot. I rented the last available spot at the time. When I parked my trailer there, a big pile of gravel was in my spot that made it hard to unhook the trailer. I asked if they could smooth it out and they said yes. I went back to trailer about three weeks later to find my trailer had been broken into with damage to the door where the lock had been pried off and tools had been stolen from the trailer. I looked at a few trailers close to mine and they had also been broken into. I left a voice mail for Extra Space Storage since it was in the evening and they were closed. The next day at lunch I called them since they never called me and they werent aware of any break-in with trailers. They seemed unconcerned and told me they couldnt do anything to help that it was up to me to have it insured. They have a locked gate and fencing all around and security cameras on every building but they couldnt help me or figure out when break-in happened. The gravel pile still wasnt moved and I asked again to have it spread out that I was moving to a storage lot that was more secure. When I went three days later to move my trailer gravel still not fixed. I asked if they had a shovel and Id do it myself. No shovel, no concern, no Im sorry you had problems. As I cancelled my automatic payment they were talking about someone else that was interested in my spot. Im very unhappy with their secure lot.

MI

Michael Russo

I rented a 10 x 15 "climate controlled" space from these guys, and was a customer for many years. Like 10 years. Instead of rewarding me for being a steady customer who always pays on time, they annually raised the rates on me. Since its hard to move all your stuff in an instant, they mostly got away with it. Finally after like the 7th automatic rate raise, I told them I was at my wits end. They said I should have said something to them earlier, and that theyd stop raising my rates so often. Then shortly after that, another rate raise, and then today, another. WOW! Called them to tell them I was gonna take a hike and find someplace else and was told I "qualified" for a possible rate reduction. Turns out they were now charging me $210 per month for a unit they sell to first time customers for $169. This kind of approach to business smacks of questionable ownership business ethics. If you choose to store your stuff here, expect automatic rate increases at least once a year even if the price of storage space in general has not gone up. Aside from the billing fun, the unit has been fine, so its a shame I need to waste a weekend day now making a move to another facility.

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