Extra Space Storage
Reviews and Complaints

Prepaid online for another month, days before due date. Changed mind days before due date but Extra Space Storage said they "generally do not issue refunds" that I could take it up with the district manager.

Place had mice and stinkbugs and the roof leaked in the winter.

Manager said big dumpster was not for renters' use, then it should have a lock on it.

I recently contacted the rep from the website www.extraspace.com. I wanted to try their services and this jerk offered me deal. They offered to try their services for one month completely for free, but after 2 weeks they started to charge me for nothing. When I called them, no one picked the phone and they ignored all my emails. Please leave comments about this company, because people should be aware when they deal with such dishonest and unprofessional people.

The have nice layout storage for household /cars boats and business related. The get you in at a little lower rate then increase it every 6 months for no reason. We contacted the manager and he is only a pawn to the management corp. office in UTAH. We store a small boat abd the rate went fro $50 -$76 for ;no reason other than extra $ in there pocket. BEWARE this company really does not care about you as a customer. Move your suff in and they will up you rate only because they claim Maket conditions, They claim they poll like properties and adjust rate only if everyone else does much like gas stations EXCEPT there cost did not increase only YOURS.. STAY AWAY FROM THIS COMPANY!

Extra Space Storage is unscrupulous and misleading.

They lead you to believe you must purchase their insurance or purchase and show proof of your own. They neglect to tell you they have an opt out form.

Extra Space Storage tells you to rent one of their sheds you must have insurance of some type, but that is untrue.

You can opt out. They push you and bully you. They did the same thing to my son.

I will never refer anyone to this business. NEVER.

I was charged two months rent for early cancellation of contract when their lease states the fee is one months rent. I've tried calling their local office, national office, and emailing them and have not received any useful response. I would strongly advise renting elsewhere because it could not be more obvious that these people do not care about their customers.

My car was hurt by their swinging gate because the gate did not have a security device. My car has 3 long dents on it now. I questioned to speak with the manager 5 times, I never got a call from the bone idle guy. On top of it all, the front desk girl thinks she ownes the place and had the nerve to tell me "the gate was doing its JOB, it was closing AND YOU WERE IN THE GATES WAY! Besides cars get hit by the gate all the time, I don't know why your making such a huge deal!" Rude Service, Bone idle staff, Dirty, and so not worth a penny.

This has been one of the worst experiences that I have had with a storage unit. I called to get a rate and reserve a unit for my furniture. The customer service rep asked me a lot of questions before giving me a rate and the unit size I needed. She told me that I needed a 10x10 at a rate of $48. That was fine, so I booked. I was also told that I could use their moving truck to move my items from my house to their storage unit. But that was not the case at all. I couldn't get the truck on Saturday, so they told me to come Sunday at noon. I did that just to find out that I did have enough insurance to get the truck. So I had to run to U-haul to rent a truck. Secondly, I got back to the storage unit with the truck and they said you need at 10x15 and you will be charged $94. I was like what?!?!?!? But they didn't really seem to care. So now here it is three months later and I am finally getting my stuff out of this storage facility and I just paid my rent and told them that I would be moving out in 4 days and they told me that I would not be reimbursed for anything. I paid $94 for the unit and that will cover you until the month of June. Even though I told them that I only needed the unit for four days out of the May month, I still had to pay the full rent. I will never ever use this facility again. They do not care about their customers.

rent 3 units from this Extra Space Storage location in Egg Harbor Twp. NJ. On May 23, 2011, I had discovered many of my items were soaking wet due to a leak in the roof. I was given the phone number to file a claim for damages. I filed a claim and detailed all the items that were damages. The roof was leaking due to inadequate maintenance on behalf of Extra Space Storage.
About 2 weeks later I find out that I would only be compensated for the depreciated value of my items and not the replacement cost.
This wouldn't be so bad if the damage was caused by an Act of Nature but it was due to negligence on the part of Extra Space Storage. Also, the fact I am required to carry and pay for this insurance, I feel I should be given better protection for damages incurred due to their negligence.
The current replacement costs exceeded the value of my insurance though I feel I should have been compensated up to the value of the insurance I paid for since it was due to Extra Space's negligence and not an act of nature.
Also, why am I paying for insurance that isn't going to give me replacement value of my property in the event of their negligence? I think its a sham that I should take such a great loss due to their negligence and get stiffed for huge depreciation. The very least a good company would due is offer me the replacement cost of my items up the amount of coverage I paid for.
I would not recommend this company to anyone since if you property is damaged due to their negligence they don't think they have to give you replacement value.

I've been storing stuff at Extra Space Storage in Chicago for over 2 years. I've read a lot of nasty reviews about many of the company's locations, but I have to say that I've been very pleased with the people, the facility, and the service at my Extra Space location at 1255 S. Wabash in Chicago.
BUT when it comes to money WATCH out. There are frequent rate increases, "discrepancies" always in their favor between online rates and the actual rates (which they fix after several complaints), but my really big issue is with late charges and "lien fees". Lately they've been using these "lien fees" as an additional source of profit. If you're 32 days late, in addition to two late fees, they charge you $85. I've encountered these fees before at other facilities, and I understand that a lot of people abandon their stuff and don't pay, so something has to be done. But now this company seems very eager to supplement their earnings with lien fees and late fees. If you're renting a smaller space, these fees are more than the rental. BE CAREFUL. Don't dare be more than a few days or late or you'll be soaked. I consider the financial practices of this company to be sleazy, "gotcha" capitalism at it's worst. I examined their website carefully and found no mention of late fees or "lien fees". Warn your friends to find a place with late payment poliicies that are more fair. Caveat Emptor!

About 4 months after I moved into a self storage unit at Extra space storage in LA I started having problems with them. When I went on line to pay the 5th month's bill, the charge was higher than it is supposed to be! The system would not take the correct payment, only the new fee, over 5% higher!

I called the company and got the run around and basically told that their standard practice is to jack the rate every 5 or so months. He claimed that I had gotten a notice (I had not), and basically told me tough luck, no apology, nothing.

I finally found out after hours on the phone and being treated like crap by everyone I spoke with, that there supposedly is a glitch in their computer that it didn't give me adequate notice, and that the extra payment would be credited to my next bill (sounds like a line given to those that catch them charging more, to me).

I was treated rudely, told lies and am thoroughly disgusted with extra storage.

To add insult to injury when I moved out (found more space cheaper elsewhere) they were very rude and the manager (don't remember her name) was a true ###.

Would suggest you try other storage companies, especially local ones. I have found one that is much cheaper than the pre-increase price I was paying, and am promised they don't raise rates every few months. There are so many alternatives, use a company that appreciates your business and wont jack your rate constantly with out notice!

With the rude treatment and jacking the rent over 5% in less than 5 months in a time when rents and salaries are going down and fast... I think that in the interest of truth in advertising this company should change their name to either extra rude storage or extra rate storage.

There are a lot of alternatives that wont jack your rents in less than 5 months, and will be courteous and treat the customer like a valued asset not a piece of crap... I suggest you look further and don't rent there!

After renting a unit in Lakewood, Co. I decided to downsize. Between being told there was a no choice insurance policy, then later finding out a waiver could be signed, and the on site manager decideing to give her hold a bath 30 min before closing time so that the line of people could not pay thier dues, or the fact that I was told by Shay, that because what's owed to me was less then 15$, They would not be refunding it to me and it's a company policy.

My review would be to RUn as fast as you can from this company.

Oh and apparently gone are the days when a customer is rewarded for loyalty, I understand rates increse... But allmost 10$ a month?

I don't complain about companies--I try to give the benefit of the doubt. But I resent the way I was treated by this one. When I signed up, I gave them my credit card number, my phone number, and my email. I thought the payment would be automatically made each month. When I went to put some of my belongings in storage, I found a new lock on the unit. I called the customer service line and leanred that my account was past due! I never got any notification--just the lock on the door. Since it was Sunday, there was no one working who could help me. It really messed up my plans. I paid immediately and was told they could probably get the lock off the next day--have called and not yet received a call back. Please do things the easy and nice way, Extra Space! Just call the number the customer has given you to clear things up--it will save you an unnecessary walk to put on an unnecessary lock. Grrrr.

I had been at the Auburn Blvd. facility in Sacramento for two months when I discovered what the manager and employees already had known for months prior ---- they hadn't maintained their units and a number of them were leaking from the roof - in fact, one could easily see after (or during) a rain which units were affected by the runout under the rollup doors. However, they never told the tenants until they themselves discovered it --- in my case after substantial damage to my contents which happened to be the contents of an antique store. It seems to me that that's the type of claim that should be handled by the owner's insurance - not the tenant's. That's only one of the issues - every single month I've been there it's been a hassle paying my bill because it's never been "corrected". I got an alleged "special rate" by reserving online but for some reason they can't seem to get it together with their computer system or upper management. Last month they asked me to wait to pay until they got their district manager to correct the rate. I went ahead and paid online. This month it still wasn't corrected so now they're charging me a late fee, in addition to a "leaving a couple of mildewed, damaged boxes outside my unit" fee when I had to move due to their negligence - mind you, now all of a sudden they won't let the tenants use the onsite dumpster unless they pay a fee and I'm not taking some dirty, mildewed boxes with me - I don't have a dumpster at my house. And they're trying to charge me a "staying after hours" fee - because a few times I got stuck inside the gate so when the manager's husband came to make his rounds he let me out. The only reason why I was there "after hours" was because they were only giving me a few days to move to another unit due (again) to their negligence! It cost me thousands of dollars to pay people to move me to the first unit ----(I had just gotten out of the hospital from a terrible car accident and couldn't walk) now I was supposed to move again all by myself in a few days after it literally took over a month for professionals to move me! And now I had to go through everything, inventory it, take photos and find a way to dispose of it (not on-site), re-pack what was useable AND move it to another unit? CRAZY! I'm moving on - who needs this kind of incompetent unprofessional storage facility when there's so many who would welcome new customers. They're looking at a class action lawsuit, I'm afraid.

Got a unit at the Everett, MA store on 10/09. Went to pay my monthly fee on-line for the Month of March 2010 and saw my rate had increased 10%! Went straight to the office and the manager told me they do a "revision" every 5 Months on the market and adjust the rate based on it. Ridiculous! Also, he said they sent me a letter in the mail stating the rate increase, which they DID NOT! Pure Lie! So, basically I will have a rate increase of 20% per year. If you want to get ripped off: go with Extra Space. They do everything to get you in, but they don't tell you anything after you move!

I have a long, long string of complaints against this place, where I had a storage space for 12 years. I'm going to write about only one of them here.

A $5 piece of flashing would have saved me a lot of hassle after I accidentally spilled a big bunch of personal files down a gap between the stairs and the wall as I moved out of a so-called "mezzanine" space. For 12 years, I assumed they had access to that space because it was so obviously an accident waiting to happen. By any reasonable standard they were liable for negligence for not putting something over those gaps, and they should have borne the expense of providing access to that space.

They disagreed. After claiming that they'd made an effort to reach the files, the manager (who, in fact, had no idea where the files were--so much for making an effort) simply announced to me that they weren't giving my files back.

I was furious. I took it two steps up to the district level and was told they had made a reasonable effort to get the files, so any other time or expense was my problem, not theirs. At this point we were talking about having to take the stairs apart to get to the files. (There were a couple of too-lazy-to-look assumptions on their part as to how the stairs were put together, btw.)

Turned out the files were accessible if you had two hours, some determination, and a garden tool on a pole. (The only help they offered was the use of a grabbing bar--the kind you use to get jars off a high shelf--which actually was useful.)

My impression was that these knuckleheads had no idea they were negligent, even at the district level, and obviously that they didn't care.

So be warned: Stay away. They're negligent about your sanity too.

I recently reserved a unit online with Extra Space Storage in Fredericksburg, VA. I had planned on moving an the end of the month because my current storage provider has mouse problems. After securing my credit card and making the reservations I believe it was three or four times Extra Space called me to confirm when I was coming in. They told me that it takes 45 mins to fill out paperwork, copy driver's license, look at the unit to ensure it's acceptable and to take fingerprints. Hell! I'm not an FBI applicant, I just want a storage unit. Well after Ron called me again the day I was suppose to move he again went through the speel of how it takes 45 mins to complete the paperwork and they weren't allowed to work overtime, yadda yadda. I finally said to forget it. There's too many storage businesses out there for a consumer to go through all this crap. Hell, the mice don't even give me this much of a problem.

its programming dept is lax in fixing the online payment system for a location i have storage at here in chicago, IL. who wants to give their private card information to some employee, a reception desk employee, sitting at the front desk of the location where their items are kept? that is dangerous to us! IS EXTRA SPACE STORAGE TRYING TO GOUGE ME AGAIN AFTER IT RAISED ITS RATE WITHOUT NOTICE ONLY 5 MONTHS AFTER MOVE IN?

extra space storage:

1. used a free month rent as a teaser, then slammed me with a large increase on the 6th month, not annual, anniversary of when i took the space (without giving me any documentation or telling me that this would happen), then

2. on numerous occasions, because its staff will not fix its web page for me to give it my payments on the web, i have had to call the office of the location where my storage locker is to give my credit card number to staff THERE, where it is not safe; and

3. still, as of 4.2010, it will not (even after i called an entire week before the payment was due and wrote to its main offices, per advice from its customer service department--who did not offer to accept my payment, btw) make it so that i am able to pay on line. their error is this:

a) i enter my email address and state name, then, there is a box whereby i should use an arrow key to choose my storage facility location.

b) that box is grayed out, which means that i am not able to pay for my account online.

that means:

4. as of today, my payment is late.

5. of course nobody is working on a sunday to take my payment!

6. why doesn't extra space storage fix its web page billing system?!?

and:

if it attaches a late fee to my payment, i will report this company to:

i) better business bureau
ii) attorney general's office of consumer fraud for my state
iii) angie's list

and anywhere else i may seek relief for its bad business procedures.

i think, based on what i have read here and seen that it will slam me with yet another rate increase as of the 9th month anniversary of my move-in, that i will move my items somewhere else, some place that i can trust both in contract and in making it so that i can pay the company on time!