Extra Space Storage

I signed up online at Extra Space Storage with a web rate of $58/month. At no point during the signup process did it clearly state this was a short-term promotional rate or that the price would dramatically increase. Then, about 90 days in, my rate suddenly doubled to $116/month with no notice that I received. I’m sure they’ll say they “mailed” something about the increase, but I never got it. And honestly… why is the only notification method snail mail? No email, no phone call, no alert through the app that I literally use to access my unit. Mail-only notice feels outdated at best, and intentionally easy to miss at worst. To make matters worse, I tried to review my rental agreement again to read the fine print and understand what I agreed to, but the links are broken and I was never sent a copy directly. I also noticed other people complaining about this exact tactic in the reviews, and I should’ve listened before signing up. What’s most frustrating is the lack of follow-through and support when I tried to address it. I called the 800 number to file a complaint and was told a manager would reach out, but no one ever did. I also called the property location multiple times, and it always went to voicemail. I left three messages and never received a call back. Because of this, I’m canceling early and moving to another storage company. So in the long run, this kind of unethical shady pricing and poor customer service just loses customers and costs them money. To be fair: the facility itself is clean and feels safe, and the app access is easy and convenient. But go into it knowing your “web rate” may only last 90 days, and you should be prepared for a major increase.

My client's storage unit has been broken into here for the second time -- nothing has been re-secured since the first time it happened over a year ago, it is such a breach of trust and major negligence. There NEEDS TO BE MORE STAFF. The manager said he cannot even go through the security footage yet because he doesn't have back up, and that we'd have to wait until Friday -- furthermore, no one answers the phone when I call. It has been a nightmare; irreplaceable precious family heirlooms we need to have returned and justice done to the burglar/s. DO NOT STORE YOUR BELONGINGS HERE. There is no accountability or communication. Am actively working to get this resolved as I type this and am on hold waiting to get through to someone.

I was renting Storage at this location for 6mos. John & Angel have been fantastic at taking care of all my questions and concerns. They've gone above & beyond easing my anxiety for the move in, the safety of the facility, the services they offer, as well as our move out, (to a different Extra Space storage location. The new location was closer for our current needs.) Also, thank you for taking care of my packages. Getting them safely from storage has been amazing! Repeat client for as long as I need thing stored! They're just that good. Thank you, again, John, Angel, and ESS for taking care of our belongings and for being an ease of mind. Shout-out to Angel for helping me for our complete move out process!!! You definitely were an angel for us!