Extra Space Storage’s earns a 1.5-star rating from 170 reviews, showing that the majority of storage users are dissatisfied with their storage solutions.
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lying about my account is past due
I have a storage unit and they are saying my account is past due. It definitely is not. Specifically, they say that my payment for August was not made. My payment is made directly from my checking account, and my account shows that payment was made at the end of July for August. I spoke with the person at that facility and provided proof from my bank, but she claims to not have received payment. I have also spoken with my bank and they said they would stop the first payment and issued another -- which the Extra Space person still claims to not have received. I have been charged a late fee, am receiving late notices, and have been locked out of my unit because of sloppy record keeping on their part. I just wonder what happened to my payment and how many other people are being scammed this way!
The complaint has been investigated and resolved to the customer’s satisfaction.
don't get screwed over by them
Rates will increase after 5 months and then 9 months - but will not tell you when you move in. My rates were increased so much that I could move to a nicer storage company that actually had more secure access and air conditioning! Read the fine print - they can increase your rates at any time with 30 days notice! I think this is a poor way to do business - they get you to move in and then they keep increasing your rates...don't get screwed over by them - get it in writting that your rate will be fixed for at least a year.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am so annoyed. I moved in October 2009. They offered me $89 for the unit up on the second floor. The rate has now gone up 4 or 5 times and its now $131/month. How can it raise that much in a year and a few months.
Crazy!
I contacted the Better Business Bureau about their practice of increasing the rent every couple of months. I then received a call from the manager of the facility explaining why the rent increases (rising costs for them) and he said he could make a slight adjustment to lower my rent. I said well why do I have to complain to the BBB first before you tell me you can do that? What a scam they are running. I feel like camping out at the facility and telling their prospective customers that walk into the place what they are in for. Even if I only change 1 person's mind it would be worth it!
a laid back pleasant staff who is not interested in providing outstanding service
A laid back pleasant staff who is not interested in providing outstanding service.
1. When received quote over phone, no mention of additional insurance fees.
2. Free use of truck took weeks to book in advance & when I drove to location to pick up reserved truck, it was damaged and unavailable. NO PHONE CALL TO ME TO CANCEL MY RESERVATION. I TOOK OFF WORK AND ARRANGED MY ENTIRE WEEK AROUND THAT RESERVATION.
3. The employees could use some surprise visits by undercover ratings customers sent by headquarters.
It's not that anyone is rude, it's that they clearly have no interest in being really good at the service they provide.
I am completely dissatisfied each time I visit this location.
I will search for a new storage space with another company.
The complaint has been investigated and resolved to the customer’s satisfaction.
incompetent manager
Moving out of my unit I filled out the little "move out notice" card and put my move out date as 2/18. My bill was due on the 14th. My fiance moved us out early on the 13th, did the walk through with the manager and made sure the unit was empty, went back into the office where some customers came in, and the manager started helping them out while working with my fiance. The manger told my fiance he was good to go so he left. The manager called us on the 18th and confirmed that we were moved out of the unit. But we didn't think anything of it. Now extra space is trying to charge me for the 4 days that we weren't even there because we were suppose to get a receipt when he did the walkthrough with the manager. I tried to politely explain to the manager that he did the walkthrough with him on the 13th but did not receive a receipt. He swore up and down that this is how it's always done with every customer. I told him I'm sure it is, but this time there was a mistake and we need to fix it. And so I asked how do we fix it. He say's I don't know m'am. Then I ask him aren't you the manager and he says yes, but he doesn't think it can be fixed. So I called the "800" customer service #, where I told him the whole situation. He said it wasn't right and being that I wasn't hollering at him when I told him, he gave me the corporate number in Utah. Where I left them a message and am now waiting on a call back.
Now I understand that no one is perfect and that we all make mistakes but why can't a manager understand that and at least try to fix them. He's obviously not capable to help multiple customers at once and maybe he shouldn't be managing something like a storage counter, where there is usually only 1 or 2 people behind the counter to wait on multiple customer's coming in at once. Just beware when working with the manager @ extra space storage in WPB on Southern Blvd.
The complaint has been investigated and resolved to the customer’s satisfaction.
invasion of privacy and aggravation
This company is a piece of work! I am an existing customer, with the unit in my wife's name. For a second unit, they wanted me to fill out an application (fine!), but they wanted to fingerprint me (no way!). It's their policy! No way I am letting some random business have my fingerprints. When I told them no, they got really belligerent and rude. I walked out of there and am looking at other places now. I asked at UHAUL and another local place and they don't fingerprint.
Extra Space has a nice facility, but it is not worth the extra money or the invasion of privacy and aggravation.
The complaint has been investigated and resolved to the customer’s satisfaction.
unethical - horrible management
I went in person to Extra Space Storage here in Vancouver. The manager didn't even acknowledge me when I entered their office and to make matters worse, then didn't honor the price they quoted us over the phone. The gate was open and unsecure, the place looked like a dump, (even in the rain), and to bottom line our dissatisfaction: WHY would I want to rent...
Read full review of Extra Space Storageshame, shame, shame
I rented a unit for 3 yrs;I moved out 9/28/07. I found the remains of a very severe rat infestation in my unit. My furniture, boxes, etc were covered in rat droppings & smelled of rat urine so strongly we couldn't stay in the back of the unit to pull stuff out. Found silverfish all over the place.Dessicated remains of 3 rats in a corner under my stuff were found. The possibility of contracting some disease was on my mind.
I gave the manager a letter 10/1 asking for some compensation; I don't feel they lived up to their responsibility to provide me with a clean, safe storage unit.I left more than 3/4th of my stuff to be destroyed. The response from management was "They told you they had a rat problem" (Yes, they did as casually as they might say they had crickets.and they said it was resolved)2 months later & no one else has returned my call.
The complaint has been investigated and resolved to the customer’s satisfaction.
very disturbing experience!
I would highly recommend staying away from this company. I had a disturbing experience with their Plymouth Meeting Location. They are an inflexible and insensitive company with little regard for their customers. The only think they seem to care about is collecting money. There are better storage facilities out there that will offer you much better customer service.
Read full review of Extra Space Storage and 1 commentbeware extra space storage
This location used to be owned by USA Storage but is now owned and managed by Extra Space Storage. Under USA storage I had no problem. However under Extra Space storage one day I went to take something out of my store room and I noticed that some of the boxes and suitcases in the storage had been opened. Upon checking further I discovered that the hand crafted items along with some other valuables had been removed and replaced by worthless items which were not mine.
When I asked management, they could not explain how this could have happened. I then asked the mangement to check the video cameras. They responded to me that there are no video cameras to the storage rooms only on the entrances to the building. The disapperance of the items in my storage room took time and planning. Whoever did this took had time to check through the containers, choose the valuable items and then replace them with other thing just to fill space. At this storage facility the security system automatically lock out customers after 10pm. Customers cannot enter the facility after 10 pm. I also found out that there is no security guard after 6PM.
Beware Extra Space Storage. They are setup so that you storage items can easily disappear. Use any other storage facility besides Extra Space
The complaint has been investigated and resolved to the customer’s satisfaction.
Several rate increases in less than a year...last one was over $30 a month...just got one today and it is well over $75 a month...my original cost was $150 a month...it is going up to $269 a month...it's a scam to be able to auction my property because with less than 30 days notice who the hell can afford a $90 a month increase for absolutely nothing...
Fraud and scam
These people have a license to steal. They can sign for shipments which then “mysteriously disappear" and you will have no recourse. My problem was with a location in New Orleans but apparently their corporate policy is to ignore customer complaints, so you will have the same problem anywhere. I used the Extra Space Storage at for over a year to receive...
Read full review of Extra Space Storage and 24 commentsExtra Space Storage Reviews 0
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About Extra Space Storage
One of the key features of Extra Space Storage is its commitment to providing clean, secure, and well-maintained facilities. The company invests heavily in security measures, such as video surveillance, electronic gate access, and on-site management, to ensure that customers' belongings are safe and protected. Additionally, the company offers climate-controlled units, which are ideal for storing sensitive items such as electronics, artwork, and furniture.
Extra Space Storage also offers a variety of amenities to make the storage experience as convenient as possible. Many locations offer extended access hours, so customers can access their units at any time of day or night. The company also provides moving and packing supplies, such as boxes, tape, and bubble wrap, to help customers prepare their items for storage.
In addition to traditional self-storage options, Extra Space Storage also offers specialty storage solutions for vehicles, boats, and RVs. These outdoor storage options are ideal for customers who need to store large items that cannot be accommodated in a traditional storage unit.
Overall, Extra Space Storage is a reliable and trustworthy provider of self-storage solutions. With its commitment to security, cleanliness, and convenience, the company is a top choice for anyone in need of extra storage space.
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Overview of Extra Space Storage complaint handling
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Extra Space Storage Contacts
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Extra Space Storage emailsinfo@extraspace.com100%Confidence score: 100%SupportPrivacy@extraspace.com100%Confidence score: 100%bjacobsen@extraspace.com99%Confidence score: 99%Managementzdickens@extraspace.com99%Confidence score: 99%kchipman@extraspace.com98%Confidence score: 98%Executive
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Extra Space Storage address2795 East Cottonwood Parkway, Suite 400, Salt Lake City, Utah, 84121, United States
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Extra Space Storage social media
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Checked and verified by Stan This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 10, 2024
Most discussed complaints
Fraud and scamRecent comments about Extra Space Storage company
Unit 3971 locked days after paid in fullOur Commitment
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As detailed before, Extra Space Storage will increase rates three times in a year. This is just ridiculous, and shows a complete lack of trustworthiness on the part of the company.
I do not know what going on you need to fix problem I am try to get on you website, i do not want you to charge me exter money because you did it before