Extra Space Storage

I used Extra Space's services for years, in 2022 and everything was fine. In 2025 I decided to use them again, but this time I had a bad experience: water is rising into the space where my belongings are, there are rats that have left droppings everywhere, and the wooden base has been chewed. I have reported the situation, but nothing has changed.

Jovita was the one who helped me and she was amazing! She had so much patience! I could not make up my mind what size storage I needed and she helped me figure out what size. It worked out perfect! Also the storage area was/is very clean. This was my first time getting a storage and she made it such a lovely experience. She is wonderful!

I have been a very faithful, on-time paying customer with Extra Space Storage for over a year. Unfortunately, due to the holidays, December 2025 slipped my mind. I called proactively to communicate and to ask a simple question regarding my account. I initially inquired about removing the insurance moving forward. I was told no, I would have to pay which I completely understood and accepted. Unfortunately, the payment slipped my mind again during the holiday rush, so I called today to resolve everything and asked—respectfully—if the late fee could be waived. I was told no, and again, I accepted that answer without issue. What followed was extremely disappointing and unprofessional. I spoke with the site manager, Amy, who placed me on hold and returned to the call noticeably agitated. She raised her voice and stated, “You already spoke to my coworker Brian, and we already explained the insurance to you,” even though I had not brought the insurance issue up again. I calmly tried to explain that I understood and was only asking about the late fee. Despite this, she continued speaking over me, accused me of speaking over her, and ultimately hung up on me. As a business owner myself, I was shocked. This was not a conflict, a complaint, or a difficult situation—I was simply asking a question. Hanging up on a long-term customer, raising one’s voice, and showing clear agitation over a routine inquiry is unacceptable and reflects poorly on the brand. Policies are policies—I respect that. But customer service is about how policies are communicated, and this interaction lacked basic professionalism, courtesy, and respect. I hope ownership or district leadership takes this feedback seriously. Loyal customers should never be treated this way, especially when they are polite, understanding, and simply trying to resolve an account issue.