Extra Space Storage

This facility failed to provide the required 30-day notice of a rate increase and proceeded to withdraw funds from my account without authorization, in an amount exceeding the agreed-upon monthly rate for my storage unit. Upon discovering the unauthorized charge, I contacted customer care to report the issue and request immediate resolution. I spoke with Maggie from the location site, who stated she was temporarily covering and that management would not be available until Wednesday. Contacted Customer Support number and I was informed that corporate was supposed to follow up, which did not occur. I clearly communicated that this unauthorized withdrawal caused financial hardship related to a medical emergency, as the funds removed prevented me from covering the cost of necessary medication. Despite the seriousness of this issue, no same-day contact or corrective action was taken. Subsequently, I received a call from Lisa from management from the location site, despite being told management would not be available. I was informed that a refund could not be issued by the accountant, which is inaccurate, and instead was offered a credit toward a future billing cycle, which was not an acceptable resolution given the unauthorized nature of the charge. I was told a follow-up call would occur; it did not. When I contacted the facility again, I was informed once more that management was unavailable and would not return until Thursday. To date, this matter remains unresolved. The lack of required notice, unauthorized withdrawal of funds, inconsistent information, and failure to promptly remediate the issue — particularly after being notified of a medical hardship — reflects poor business practices and inadequate customer care. I would not recommend this facility. If I could give no stars I would.

Lisa helped me get set up and answered all my questions. The small unit has plenty of space for my needs and is very affordable. Facility is clean and secure, and I like that I can use the app to manage my account and access the door instead of typing in a code. Feels good to get some clutter out of my house!

I had a great experience renting a unit. Lisa was extremely helpful—she clearly explained everything and guided me through the entire process efficiently, making it quick and easy.