Extra Space Storage
Reviews and Complaints

I have been a customer at the Gilroy location for almost 16 years I've tried to get my stuff out several times but due to lack of U-Haul trucks in the Bay Area or the help to get it not to mention running a business it has been difficult. This last year we had the Carr fire up in Redding CA which severely hurt my business we were closed for over two months then in December we had a break-in and thousands of dollars worth of stuff was stolen. I just now have been able to get my house refinanced so that I have extra cash I am behind in my payments at extra space I called today May 10th to let them know I will be making a payment next week however the auction is on Monday as usual they could care less about anything but the money! The really bad thing about this company is that they will not let you catch up any late payments you have to pay everything at once including egregious late fees! letter fees! special fees! you will end up owing an extra three or four hundred dollars just on fees! My storage unit is 515 a month they have excessively raise the rent, today I went online and found out that they're giving much better rates to new customers while customers that have been with them for years are getting Raked over the coals! And now after reading many other customer complaints I'm worried that after paying all of this money I very possibly could be opening a storage unit full of mice feces and urine. I also would like to mention that there are hundreds and hundreds of complaints about this company but yet when you go on their website or look them up online they have nothing but five stars how is that possible?

I've made my payments January February and March total of $465 as a March 14th once you move out my stuff at the end of the month found out they auctioned off my stuff on the 14th for lack of payment fart they had my payments as they sat on them for 3 months and then return them back to me after they auctioned off myself would like to know why the payment I mailed in or dropped off docks in January February March we're not processed and basically I want my stuff back they had no right to auction off my stuff for then I made my payments was not notified any conflict of non-payment or they're auctioning off myself the last contact I had with in between January when they mailed me a set of keys to my unit an email on the 15th staging that if I need to pay or my stuff will be auctioned not saying what I owed what I have paid or what i need to still pay . Been renting from you for about 14 mouths now work out of town allways maild or drop off payments why now did they note process are payments going bad 3 months I need to pay which I've already paid with money orders were already dropped off prior to to three months before

Sherman St., San Diego, CA they had fraudulent misleading advertising they said free month when you switch to their location which I did and never gave me a free month, I told him I moved out of the other place because they raise my rent for six months and I was very frustrated because they told me he'll be years these people assured me they would not read it for year they lied about that too third I am disabled and although they would not give me a unit in the first floor because it said they were all full which I later saw in the advertisements they were not awful and they assured me there was carts in the elevator to get to the third-floor there were no carts ever and I wish it hours every time I went there and cause more damage to my injuries, they are discriminating against disabled people and lying to them,

I rent a unit at sherman st in san diego my husband put a chait bythe dummster the lady manage r comes upsairs and asks if we thrue garbage outside my husband politely told her that after. He puts his stuff. Away hewillcome and move the chair she tells u needs to. Has to do itnow or she is goinf to fi ne him and yelling at him my husband is57 yrs. Old andshould not be talked to likea child

Hi very disturbing to know that I cannot get in my storage due to lack of information concerning the property. It has been two days the property is painting all the storage units unable 2 get in my unit yet the cost is going up not good. The property should let customers know in advance so they can make arrangements to get what they need without any hassle. This is located at 11111 quail roost dr in miami fl.

Don't rent from here ever

Very disappointed with how this operation is run. I moved my inventory to this location just under a month ago. I expressly told them that I would be using the storage for business. There were and still are many items that I have in stock that are not properly inventoried and I have been spending more time there than even I had wanted. None the less, I had not been told that there would be limits as to the time I was allowed to be there when I signed up, decided to spend 100s of dollars to rent a truck, take 5 days off of work to facilitate the move. The first time It was suggested to me (remember i just moved under a month ago) that maybe I shouldn't spend so much time there., to which I thought they were kidding because if anyone wanted to get out of there it was me but this is work. The second time, I had been taking photos to list some items and a staff member, in his infinite wisdom, proceeded to give me suggestions on how I could achieve my goals by perhaps lessing my time at the facility. This condescending approach to customers and their affairs is right about at my limit for what I feel to be tolerable. I was there a lot, , I had a lot to do and most if not all had to be done on site. I was frustrated at this point, feeling I was doing the best I could.At the same time, I didn't get into running my own business to be micromanaged by pretentious, invasive staff making me feel bad about doing exactly what I had told them upon signing, I would be doing. This isn't my first storage unit, and I have never had this issue before. The only reason I ever move is because eventually the rent gets raised above what I want to pay.
This is the best part, i payed 7 days early, in cash, only to get an email saying thank you for your payment of $0 followed by today, when no less than an hour after getting there my manager, oh no im sorry, I work for myself, The employee so keen on knowing what is and isn't necessary for my business comes up to me to advise me that I have 72 hours to vacate.

WHAT!

I ask why, Im told that the decision has been made by the district manager, patty and tells me they will refund my payment. I ask him again why and this is what I was told:

1: I spend to much time there (unreasonable amount of time is the supposed violation. who decides what unreasonable is unknown as it is not detailed in the lease or anywhere else for that matter, they also said I was Loitering which I found hysterical as the sole reason of my being there is to get work done, I took smoke breaks every few hours maybe that was it.)
2: I come after I know the office is closed when I know noone is there
3: when moving from an extraspace up the street I "stole" a cart and left it at there facility.

#1 I think I have already addressed
#2 If I make a sale or need to post a package in the morning ill come anytime between 6-10 like the access hours my lease specified allows me. The Idea that I care at all what their schedule is, is beyond me. I am far to busy with my own crap to worry about what there offices hours are. Furthermore It to me suggests they think im doing something inappropriate after there offices hours which with an onsite livei-n manager who patrols the facility during all hours, would be of concern.
The fact is, he never got around to explaining that part after I continuously asked what was wrong with being there during the posted access times
#3 the most inconsequential but my favorite, I had asked the manager when I had rented my truck, if dollys got switched would that be an issue. I was told no, it would not. I will fully admit that at the end of it all, there may have been a +1 at this location at the end of it all a matter that I would have happily resolved had it been brought to my attention (I dont know how many dollys there should be) Instead I get a head shake as if I just farted in church shame shame shame

WOW Great customer service.

To wrap it up, as far as I can tell extraspac's lease dose allow for operator to terminate at will for any reason WITH A 15 DAY WRITTEN NOTICE. a 72 hour notice to vacate is a made up policy and illegal in CA. The only applicable 72 hour notice would be for a timeframe in which you would need to Pay, or correct a violation of your lease, such as "you have 72 hours to remove the 20 gallon drums of gasoline from your unit as it violates your leasing agreement to not store flammables or face eviction."

When I spoke with the District manager, Patty, she had no interest in hearing what I had to say and was more concerned on how and when I was leaving. when I asked how, after 2 comments from staff about how much time I spend there, that they just jump to eviction. (I took the comments as requests as I had seen nothing in the lease about a limit in terms of time spent there) She said they had no obligation to give me any warning. GREAT POLICY. This company does not have your interests at the top or even in there list.

I still have not received my refund, im told i must be out by the 5th of NOV. NONE of this has be documented and I have received nothing in writing. I will be requesting the formal paperwork so I will maintain my legal rights to go after them for the cost of a moving truck.

I was lied to, told this was the place for me, spent $500 moving my stuff here and setting it up for my business only to be informally evicted.

Its Sad, the review before mentioned that he was comforted by his partner only to be spurned by staff. I had not thought anything of it but I had given my partner a hug after he had dropped off some things only the day before I was asked to leave. I haven't pursued a discrimination angle but the vagueness of their alleged violation coupled with a sudden change in their evaluation of my business there leads me to think that Daniel is not the only one.

Dont rent from here ever

I have been with this place for 2 years never missed a payment and always been on time. I had surgeries and moved out of state I got distracted and couldn't give the 10 day move out notice so now I cannot get stuff until i pay the balance and late fees and i did not get a pro rated month so i paid for half of a month I'm not even there I will never recommend this place to anybody as well as the bugs. I had to throw away all of my furniture [protected]

Upon moving my furniture out of Extra Space Storage on Strecker Rd. in Ellisville, MO on Sunday, July 8, 2018, I saw there had been rodents nesting in my queen size mattress. Matter of fact, a dead mouse was found between the mattress and box spring. I have had my furniture stored at the facility for over 6 years and my monthly payment was $230 per month for a 10 X 15 ft. space. This mattress and box spring set was purchased just before moving into the facility 6 years ago and I had to destroy the mattress on 7/8/18 due to rodent infestation. This was really upsetting to me since I paid $800 for the mattress set just before storage. I expect adequate pest control measures to be taken at a conditioned facility with all internal storage. Evidence of the rodent damage to my mattress and the actual dead mouse was shown to the Store Manager along with pictures of the mattress and box spring thrown into a dumpster. Management has done nothing in almost 6 weeks to rectify this situation. Rodent control at the facility is inadequate as I pointed out several deficiencies to the Store Manager on Monday, July 9, 2018. I consider myself to be a pest control expert as I was responsible for all pest control at numerous food production facilities for over 20 years as a Quality Assurance Manager. Do not store your items at this facility because they will not stand behind damage due to their negligence and inadequate pest control.

Larry Stroder

I Lola Bishop concern about my storage I really don't understand how I was a customer since 2014 paid on time I also have been harassment defination of character calling police on me the staff has went into my storage without my permission I've been beat out of my money in 2017 Christmas day extra space storage told me that I had to pay 468.00 for me to file my lose I have proof that I had insurance due to management stating she reinstated my insurance then this time I went to jail for 85 days and they charge me 153.00 dollars months when I told them I don't need their insurance so since they charge me I should be able to file my lost with them also all I had asked extra space storage to work with me until a received my check something needs to be done am tried of getting beat out of my money this is bad business plus the owner don't like black people so today I respectfully asking please if you can be of service to me call at [protected] thank you

This is only partly true. I did stop by. the first time was at 2:45, because the auction said I needed to be there by 3pm. There was a sign on the door saying everybody was out until 3pm. I then came back at 3:39. I had to stand outside for 5 minutes for no reason and then was greeted by (who I believe was the manager) who immediately made snide remarks about scratches on my legs. I found this very offensive. I was then told that I would have to wait that he had a customer, (i believe that in me purchasing something from your establishment, I would also be considered a customer). It was obvious to me, the manager did not feel the same way. He then made remarks about my legs again and asked if I raised chickens. ( This type of profiling is really upsetting and shows a great deal of prejudice ) What would have happened if did work or live on a farm and raise chickens? there was no point at all other than to try and bully someone for there own enjoyment. The manager then began to question me about why I do not answer my phone and asking why it would ring busy. This is really non of his business. I held my phone up and tried to explain I had dropped it in the shower but was cut off as he proceeded to give me lecture concerning answering my phone and started questioning my answering the phone again. Then I was rudely told that he was leaving at 5pm and that I had purchased approximately 300sq feet of merchandise and then questioned whether I would be finished by 5pm; and again told he was leaving at 5pm. At this time I was seated in a chair in the lobby area. I then asked why he wanted to be a [censored] and stated he needed to go and help the customers there ahead of me. This made him visibly angry and he then asked did I really just call him a [censored] and came around his desk area towards me(quite threateningly). I then stood up and said if wanted to continue behaving like a [censored] I could just leave. I was then escorted to the door and told that the lobby was a secure area and that I would need to wait outside in the 95 degree weather until he finished with the other customer. He then stated he couldn't believe I had called him a [censored] and slammed the door closed and locked it.I have several issues that I would like addressed by this persons manager:
1: The rude behavior and questions which did not relate to my purchase at all.
2. Why was I being questioned at all?
3. Why was I approached in a threatening manner
4. The prejudice statements about me raising chickens
5. Being made to wait outside in 90+ weather
6. The complete feeling of embarrassment, because all of this was being done in front of 2 other customers
7. Why was I not given a temporary code to get the merchandise I purchased, like other stores have done when I have purchased units
8. Is it customary to treat people who purchase your auctions like they are not customers and deserve the same level of respect

Overall this is possibly the worst case of customer service I have ever experienced, especially from a manager in charge. I had just left another extra-space location in Charlotte, NC off of S. Blvd and the experience was completely different. The manager there was nice and polite and very accommodating. He actually made you feel welcomed and made you want to do business with there.

Sincerely,
Mitchell Morrison

Hello. To whom this concerns. My name is Patrick Murray. I am writing this due to the fact that your company does not respond to your customers needs. I have tried numerous times to work with you people to resolve my problem. I am on disability and I am homeless and what I have in my storage unit is all I have to my name. I've asked for an extension to get caught up to no avail. I've asked for late fees to be removed plus the insurance and all I get is the run around. I'm tired of it. My girlfriend gets threatened and harassed by one of your employees and all you do is fire him. I've asked to be compensated for that. My girlfriend's life is worth a lot more than just firing him. She is thinking of more along the lines of a lawsuit. She fears for her life. We were just going to get our things and leave your facility and tell our friends and family never to rent from you people, but Chris one of your DM reps said no. Now Kellie at the Cottage Grove store says we cant have our things and won't even let me try. You people are the worst. I can and will find better.

I have been trying to discuss my excessive rate increase for my storage unit and I have called multiple times with no result. Costumer service does not help at all. Finally, one of the representatives told me that the reason that the unit was increased is bc they look at the rates of their competitors and if the competitors raise their prices, so do they. But, wait, I just barely moved into this place. I'm being charged an additional 17% on the 4th month, so the rate that I signed up for was only good for 3 months, she said that maybe they got confussed and my unit is too cheap so they have to make up the money somehow. WOW!

I had a unit with Extra Space for three years, over the course of which my monthly rate doubled. While they did mention periodic price increases for maintenance etc., I had the strong impression that these would be infrequent and that they would top out - not so! The business model and pricing fluctuations are deliberately opaque, and reflect a fundamentally dishonest business model. Avoid like the plague!

I've been renting 3 separate units with Extraspace storage in Gardena and Carson, CA. for more than 3 years. I've always tried to pay my monthly rentals to avoid any late fees, however your manager at the Gardena facility has been very mean spirited and refuses to resolve the outstanding late fee in a respectful manner. My unit #522 monthly rental is $192.00 with July being past due. I just attempted to pay my account due Aug. 11th online and my account balance shows $468.00. The 2 months should only be $384.00 so I don't agree to an added $84.00 in charges?

Please intervene to correct this matter before additional fees are added.

As as a separate matter, you Carson facility allowed a break-in of my vehicle stored their for over a year and provided no evidence of security or restitution of my loss.

The extra space In Bellflower are rude and unorganized...they asked me to bring in my ex boyfriend who name the storage is in to add me on so we did that and they never added me on...and before that my lock was missing off my storage they are the worst place to rent a storage...I talk with Tim who is the manager and he didn't seem concerned with my needs or corcern at all he just kept telling me to pay my balance I chose them out of all the storages and I have been mistreated

Building code violations. Health & Safety issues and violations at certain branch (es).

April 11, 2017
Their branches in Orange County, CA are under staffed.

In paeticular, Extra Space Storage, 511 S. Grand Ave., Santa Ana, CA 92705 branch:

1. Currently there is only 1 staff member there; just the Asst. Mngr. - no onsite Manager, no janitor or maintenance person; just 1 person doing it all while gate hours are 6 am to 10 pm. This is not the 1st time. It has happened many times the Asst Manager only employee there doing everything until off at 6-6:30 pm.

2. People (renters and non renters) unlawfully live inside rented and vacated storage units, living inside units for months some times before any complaint to Extra Space management is even looked into or person evicted.

3. There has been an ongoing rodent problem there at this facility for over 1 1/2 years. Several renters complained or moved out. Names furnished upon requests.

4. Areas at facility's outside units stink of feces and urine from people dumping human urine there that dump in front of other peoples rented storage units D122 thru D114 and urine dumped in the roadway in front of outside storage units.

5. This facility was managed and maintained better when a manager named Chelsea worked there. She did regular patrols and kept druggies, squatters, low lifes & rodents away or at bay.

6. Good renters are getting their belongings contaminated by horrible odors from mice feces and urine, and by human urine waste improperly or unlawfully disposedvof there. The urine odors do not come off everything - especially the rubber items, papers and likewise items. Your belongings get corrupted, contaminated and some of your belongings has to get thrown away. Extra Space isn't reimbursing for your losses.

7. The gate hours of 6 am to 10 pm is allowing squatters and low lifes, especially when a facility is under staffed or if the employees don't do their job or care about people living inside storage units there. It would be better if facility closed gate (s) at 8 pm and survelliance cameras inside buildings to prevent or capture squatters, drug dealers, burglars.

8. Renters' rent payments dropped off in mail slot have been known to mysteriously disappear, never to be found. This causes ID theft worries and a person forced to close bank account (s), plus the expense of ordering new checks to new bank acct.

9. Contacting corporate office is a waste of time. When you ask for Legal Dept., the response is "there is no Legal Dept.". The same scenario when you ask for Customer Service or to speak to anybody in authority there. You get the response "I'm sorry but nobody here can speak with you and you cannot leave a voice mail, not do we have any email address or phone number to give you to speak to anybody in authority here."

10. Wish I knew this 2 years ago when I spent close to $2, 000 moving a house and garage full of stuff into storage units at Extra Space.

11. Years ago Extra Space was a defendant in a class action. That should have been a red flag.

12. Now my belongings are imprisoned in the storage units because the human urine dumpages smell so strong outside the units doors. The urine odors contaminate &/or destroy your belongings if you open your unit doors and expose them to the urine odors outside your door.

13. I would not recommend this storage facility to anyone. It's all about Extra Space having deaf ears, giving deceptive ads and false promises, and making money off the public, to keep their shareholders happy.

14. Renters insurance does not cover negligence or damage intentional from human waste dumping that damages your property or belongings, that is allowed or overlooked by business or its employees, by any unlawful squatting, people living in storage units at such Storage facility.

I have never felt so deceived and taken advantage of in my life! I reserved a storage unit online for some of my son's college belongings at the Extra Space Storage in Millersville. I was contacted immediately the next business day. I informed the individual I did not have a set move in date at this time and would follow up as soon as I spoke with my husband and son. And while I was very clear I would follow up, the location staff contacted me daily, multiple times per day. I eventually told the store manager Phil perhaps I should cancel the reservation until I have a set date, at which time I will schedule another reservation. Phil proceeds to say "how about I just call you once a week to check in and see if you have a date?”. I say fine and he continues to call me weekly. Well when I finally do have a date, I reach back out to confirm the unit is still available and I may come in. At that time I go in on a Friday and complete all the necessary paperwork. Over the weekend, I realize my promo was not included. When I call to have the adjustment made, I am told my reservation was cancelled and I would not be eligible for any refunds. I expressed my outrage as the only reason Phil was able to stalk me for a month was as a result of that reservation. When I tell him I will just reach out to Customer Service he tells me that is fine they will just tell you the same thing. And much to my surprise, disbelief and dismay, Phil was correct! The corporate Customer Service (Spoke with Kendall) did ABSOLUTELY nothing for me and sent a message to the area manager Matt who proceeded to add insult to injury by telling me he was not going to do anything for me. He offered me a credit for a unit I immediately cancelled after speaking with their horrible Corporate Office. I told him I wanted to move my unit closer to my home as there was now a unit available in my area and I would not do business with someone like Phil. Matt then attempted to lie to me and tell me he had to research if the stores were corporate stores or franchise stores, as he would have to consult with the management to see if they would be willing to do allow a refund. However I quickly told him I was aware they are both corporate stores and I would like my credit transferred to Gambrills. He tells me he needs to do some research and call me back. Matt calls back within 15 minutes to tell me he sees I have a discount in my new reservations for Gambrills so I am all set. I say NO...that does not account for the monies I am owed by Phil and the Millersville store. Matt then proceeds to tell me the discounts are one per person and that applies to all locations. I ask where is that written and he says it says one per person and that means all locations. Exhausted and completely disappointed that this situation has spiraled so out of control and take up so much of my time, I simply said that is fine. I will not be doing business with you all and hung up. And while I still need a storage unit and their overall prices do outweigh their competition, I would rather pay more than give them a dime of my hard earned money. I would discourage anyone, including my enemies to NEVER use their services and encourage anyone reading this post to report this company to the BBB.