Extra Space Storage

Evelyn was great and so helpful. The transition out from my unit was seamless thanks for Evelyn. I won’t be needing storage any time soon, but I can’t stress enough how I’d come back to Extra Space every time should I need it! Thank you to the amazing team at the Orland location.

Today, I informed John that I had lost my storage unit keys and needed the lock removed and replaced. He looked for drill bits but said he couldn’t find them and suggested I come back the next day. I told him I didn’t want to return if the drill bits couldn’t be located. He began giving me a phone number verbally, but I didn’t have my phone, pen, or paper on hand. I asked him to hold on for a moment so I could write it down. At that point, he slammed the storage door where supplies are kept and said we should go back to the office. I asked if he had an attitude. His response was, “I’ve been looking for drill bits for ten minutes for you because you lost your key.” I told him his behavior was rude and unprofessional. This is a storage facility—lost keys and lock removals are not unusual, and there should be proper tools readily available. His comments made it clear I was viewed as an inconvenience. John’s conduct shows a clear need for customer service re-education. Situations like this will happen again, and customers should not be treated poorly for them.

Mitch was wonderful. He made us feel welcome right away and was friendly and very knowledgeable. He took the time to answer all our questions, walked us around the facility, showed us the security features and loading dock area, and even shared a bit about the history of the company and the storage location. He also showed us how the locks work and offered us a special rate that made it an easy decision to sign up. Thank you, Mitch!