Extra Space Storage

My storage was infected with rats I couldn’t move in a timely fashion because of the smell, it was a total nightmare because I lost a lot of my valuable stuff and was told I couldn’t claim insurance

I rented a unit here for less than a year and experienced one of the worst situations imaginable. My storage was infested by a dead rat that contaminated my belongings, and the ceiling had collapsed onto my property. At the time, I was 31 weeks pregnant and high risk, which made the environment unsafe for me and my baby. When I reported this, the store manager, Chrisalina Pringle, assured me I was covered by insurance and instructed me to leave my mattress so a claim could be filed. I followed her instructions with the remaining belongings as she said to throw them away , only to later be told by the insurance company that I had no coverage at all. When I returned to the location for clarification, Chrisalina admitted she misread my account and became extremely unprofessional, yelling at me, threatening to call the police, and falsely accusing me of trying to steal. The police came, confirmed I had the right to make a report, and I was advised to escalate to corporate and the BBB. This experience was a nightmare of misrepresentation, negligence, and disrespect. Customers deserve honesty, professionalism, and safety—none of which I received. I strongly urge corporate to address this and prevent others from going through the same.

Chrisalena was very professional, courteous, and personable beyond my expectations. She took the time to walk me through the whole process making sure I totally understand all conditions and procedures. I would recommend Extra Space Storage to anyone who wants excellent service and value for their money.