Extra Space Storage
reviews and complaints

I have rented a storage space there on December 30th 2019, move in on Janurary 1st, I could not tolerate the place with all that dust and dug up grounds due to my sickness of sinus and broncal problems, so I decided to move out my stuff, I was so sick I called and then when there on the of march 3rd to remove my stuff and when I got there the entrance way to a walk up space was blocked with with fencing and a big truck, I went to the otherside also was blocked with another truck only a walk through space. a store clerk was standing there and and I told her I come to move out, she told me before 2 other customer that this how it is and every body have to work with this way, the whole ground was dogged up I try to walk to the space my feet went downing holes my shoe was full with mud, on top of that there was no electricity in the building, the walk way and also in the space that am paying for electricity bulb in the space because its way to the back and its very dark, I started sneezing and coughing, because of the heat and dust, I had to use my phone light to find some clothing and meds until my battery went dead, after I call on the 5th to go back they lock the code that I have to pay again I said no because I wanted my stuff out and couldn't get access to do so. I had to write to BBB, they called me and said I have to pay for april and take my stuff by Thursday 30, 2020 because of . on April 30th I paid them to get my stuff, after paying them at the office and went to section where my storage space was ' it was flooded so bad, had to take my shoe off water was up to my ankle, I called them in the office and ask if they I have pump to pump away the water they say no, whole area was flooded, when I got in by walking through the water, my space was a disaster everything was full with dust you could not make out the colour of the furniture and bags my mattress was full with dust, I called them to come and looked at it and they came way after I start cleaning of the bags but they took pictures of the stuff . I had to leave the mattress because with my sickness I could not sleep on that and the box spring fell in the water because the flooded place my mattress was a 13.75 serta pillow top king size mattress with two twin size box board, plus my my 6 pillows 2 king size and 4 queen and my cushions I had to dump them all dust, am claiming for my stuff, I have pictures and video of the dug up flooded water up to my ankle and the rain had fall way before I went there and of all my stuff. they first gave me C1134 space but when I went to move in it had termites eating it down so they had to move me to C 1088
storage space C1088
yours truly customer,

LUCEANA MALCOLM
[protected]
6260 sw 27th St
Miramar 33023
[protected]@gmail.com

After 6 years of paying £230 GBP per month Total of £17K for a storage unit, I get an email in late March, telling me my auto payment didn't go through since Dec. 2019? Then despite absolutely No communication with me during those 4 months, I am told that all my belongings were up to be auctioned yesterday, No call, no email, No letter and all my treasured possessions due to be auctioned, how the hell does that happen? Do they think I have paid $17, 000 just to have them put my account in arrears and give my things away? I will never trust those people again, and even now as my April payment is due, they will not help resolve this mess or return my emails.
Are you kidding me...Auction?... I haven't missed a payment since 2014, I would never let that happen, ever? The only reason this has happened is because when you knew the payment suddenly didn't go through in Jan. Know body called or emailed me to let me know, not even in Feb. not until almost April, how am I supposed to know what's going on if you don't tell me?
**Daniel...I do appreciate your initiative in removing it from a scheduled auction today, but how could this even happen to such a long standing customer without my having any knowledge of it? The manager Tom emailed me and said he had tried to call me 3 times last Thurs.(unlikely... as it would have been in the middle of the night your time)! He then asked me for a time when he could call back which I gave him last week, and I have been waiting to hear something from him since then, I mean 7 days later, and still no word from the manager? Incidentally if there is ever a problem with a payment, it has always been Extra Space Storage policy to send something in writing to notify the customer, you also neglected to do this, despite having my address and full contact details, how Dare you put my belongings in Jeopardy like this behind my back? Just the fact that my belongings were scheduled for auction without my even knowing of a problem, frankly...scares the hell out of me, because I have trusted you with all my worldly possessions all these years, items I could never replace? My belongings are obviously very precious to me, and I am holding you personally responsible for their continued safety, until you make an effort to sort this mess out, I haven't even received so much as an apology, much less an explanation! I have been anxiously waiting to give you the new date on my card, but need to make sure that it will be to resume payments from April, and not for the 3 months for which I was not made aware, and therefore had NO opportunity to resolve. All of my furnishings, paintings and lifelong belongings are stored with you, and I have paid £230 GBP every month/year since 2014...just add that up! Then... the facility messes up, & you have the nerve to even consider auctioning my belongings without even telling me? This mistake is not of my doing, my card is exactly the same as it always was, and if (which is very likely after all these yrs)) the expiration date may have just been renewed in Jan. then all it would have taken was a quick phone call/email in Jan. to let me know. What would possess you to not make any attempt to inform a customer of a failed auto payment in Dec, until the end of march just as the April payment is due, and after 6 years of faithfully paying you £230 every month?
As for "No International calls"? The manager who always handled the facility in the past, a Mr. H.A. Hammond?, called me any time there was a change in our arrangement or any kind of problem, hence there never were any missed payments since it was set up. I can't even believe how much I have paid in storing my belongings with you all these years, then to hear the word Auction even mentioned in connection with my things, for something I am not even responsible for, makes me outraged!
I don't even have the ability to see my account or make online payments, due to your system and I have done everything to ensure smooth and regular payments while Im gone?
I would have thought that having failed to even let me know of the issue in almost 4 months, and having taken ($17, 601.62) USD! from me over the past 6 years!, the storage company could easily have afforded a phone call to let me know, which I think is the very least that should have been done in Jan. and certainly by now. This would have been so easily resolved just by letting me know, how else did you expect me to look into it or resolve it, I have literally been waiting for Manager Tom to return my call for 7 days now, clearly this is of no importance to him. Had it not been for the iniative of Daniel who removed it from the auction list yesterday, all of my treasured possessions could have been disposed off and I wouldn't even have known? This is the worst kind of negligence and unprofessionalism! .I have not failed to make these payments, you have failed to let me know there was even a problem with the auto pay which you set up? All of this extra stress on me, whilst I am in hospital, and all it required was a quick phone call, an email or mail anything? I am on a fixed income, and yet I have always made my storage payments, know matter how hard it was, but I do NOT have an extra $1, 000 just lying around to give you, because you (for some reason) decided not to tell me what happened in Dec. which was nothing more than an expired expiration date on the card... Had someone even apologised for all the inconvenience and unecessary stress this has caused me (I as am going through medical treatment here), and for not telling me what was going on, and just asked me to resume payments in April, I would gladly have called you and updated my card. However the way your local management has handled the matter, especially in view of the exorbitant amount of money you have gotten from me over the past 6 yrs. and the number of emails I have sent since finding out, I feel that would have been the professional way to handle it, and frankly the least I would have expected under such circumstances?Am I just to be ignored and left wondering if my possessions are still there?What kind of business is this?

I signed on with a rate, not given the opportunity to lock in rate by prepaying, and 6 months later rate increase went into effect. Even though I was not given opportunity to lock in rate, James Klemic nor Michael Duncan refuse to right their wrong, by honoring a prepayment. This company is deceptive and stick together rather than do what's right by the consumer.

I have been at this location 2 yrs
I have been ignored when letting
the office know of problems
Such as filthy floor in front of my
storage unit and building. Including
actual Piss on the floor . it is sickening

I have been harrassed by Eric in the
office trying to "make" me do a
google review. Yeah... right.

Piss on floor

Rent raised continously over the 2 yrs

My storage unit and others at this
location were broken into last year.
Very unsafe and poor "no" security

Eric and the other guys that worked
In the office lock the door when they
are in the office so no one can enter
the office. #lazy

Many calls to the Utah Corporte Office
last year regarding the behavior of
the guys in the office. They ignored me

All issures mentioned above were
ignored by my storage office as well
as the corporate office

I would Not reccommened this place

Since I started the contract I seeing a pattern of surveillance and harrasment to my person. Mr. Devon the second day I was here around 1.30pm he came to my space while I was still placing boxes he call me and started to said to me nonsense, plus before leave he asked me if I like snakes. He was with the person who sing my contract, also he was stranded that seems to be in a defensive position while Mr. Devon was in the cart. After that I started to notice every time I am here they start to pass very several times looking inside my space like to figure it out what a was doing. They stands in front of my door in ocasion. One day I came in bicycle and one of the girls started to drive following me until she hit me with the cart. I went to the office in Metrowest and talked to the manager about the subject. I told to her about the situation she gave me the number. That day after I left metrowest and came to mc Leod Mr. Devon followed me to my space in the cart with another employee and stranded in front of my space in a menacing manner. Yesterday I was doing some car work and Mr. Devon show up to survey what I was doing and I odserve him doing visual inspection in the area I was working always he is on the phone like telling whereabouts. Every time I come to the warehouse they jump in the cart and starts to drive several times around my space. That why I am leaving and ending my contract this month.

Thanks,
Antonio Vargas
[protected]

I have been a extra space Storage customer for going on a year now and I recently have had some issues with not even extra space Storage employees but a painting crew that extra space hired to paint the Thornton Colorado store so our facility has had fpower it, for the first six seven months I have rented the unit for that reason every unit had power "lighting"but a few months now we haven't had any power ? no power at all and at night it is extremely hard to see in the units and maneuver your stuff ..I cracked my head open almost requiring stitchs trying to get to something in my unit! And because there was no light, I then started running an extension cord to an outside outlet on the building next month to mine ..have been harassed by two painters who said they had permission from corporate that if anybody was plugged into those outlets that they could talk your customers like crap, treat them like crap, and "belittle" them and that's exactly what they did! this painting crew is less than professional by painting things on the concrete wall referring to their co-workers as "gay" their ATTIUTUDE, rudeness, and aggressivness to be threatening and not to mention how they should not be able to touch or abuse. My personal things! I felt this to be extremely disrespectfuI, and that as an long time good paying customer of extra space Storage for almost year now, I would be shown a lot more courteousness respect and care for the safety me and the people who use my unit, If I wasn't abusing that outlet I would be a little more understanding? But sense only wanted see inside my unit so it ain't so much a hazard or dangerous? I'm not quite sure how much extra space Storage is concerned with their customers safety but I'm pretty sure that I believe it would be up on a priority list for a facility like extra space...I spend a lot of time at my unit, I work out of my unit, and these painters that are not extra space Storage employees basically told me what I can and can't do at my storage unit I feel like if there were power like there was and should be for safety reasons especially in this very dark spot of Thornton Colorado that trying to get some light on your stuff being able to get to your stuff would definitely be a big concern for extra space Storage but I guess the manager there doesn't seem to think, so we're being judged. comments made about why I'm at my unit, what I do at my unit, and that I should not be quote "hanging out" at my unit I feel as if I paid the money that is the rent for my unit I should be able to spend as much time as needed I should be able to not be harassed and I should feel safe I don't know but I know we heavily relied on extra space Storage for the last 10 11 months now, paid our bills with you guys, haven't been late, we are a very good customer and recently we are getting treated like crap! I just felt that corporate should understand that they have two painters going around claiming that they have permission from corporate offices to touch people's stuff pretty much bully them and tell them what they can and cannot do at their storage unit ? mention what your customers can, and cannot do? If it's my stuff and I'm paying my bills with you guys I feel that I'm allowed to spend as much time in there as I want! I pay two hundred bucks a month? Hopefully corporate will see that this is an issue and inappropriate thank you for your time and I hope to see your appreciation.

We rent about 8 storage lockers from this facility we own and operate a nonprofit organization dedicated to empower the homeless Community by accumulating donations and letting the homeless sell them at local flea markets to earn a living this facility has an infestation of rodents that is horrible and the worst I've ever seen on speaking and complaining to the management we were told it was going to take care of which it has not our lockers smells so bad you can't even work in them there is feces and urine everywhere the rodents have chewed their way through everything destroying clothing Linens pillows Furniture stuff that is designated to make our company operate successfully now it is all trash we refused to pay our bill until the problem is taken care of because for one we are not getting the service we we're told they provided + 2 since we've been there the facility has not had electricity making it impossible to work after dark wasting 4 hours of time during the day when most people come after work to do what they need to do on their personal time so we have been locked out of our lockers and our lockers are headed for auction we have not been compensated for our losses we have not been told that they have fixed the problem they just ignore the problem and steal people's products and sell them when they refuse to pay they ban you from the premises after a certain time non-payment a company like us that depends on money coming in from sales have not been allowed to get our products to sell to keep the company afloat so it is frustrating alarming and seems to be illegal what is going on they have even went to the extent of blocking my mother's code to get in the facility knowing that we would use it to try to access our stuff but she is caught up on her rent and payments

I have been renting from this place for 5 years... 5 YEARS...ABSOLUTELY HORRIBLE SERVICE AND IT GETS WORSE AS TIME GOES ON...TINA IS HORRIBLE ... First, THE CHARGES INCREASE SEEMS LIKE EVERY 6 MONTHS ... Than, My unit was JUST Auctioned off without any notice.. IT WAS WAY BETTER ... when the other guy ran the facility... He would make sure to reach out to you, if there was an issue...NOT TINA... All she said is we sent a letter...WHICH I DID NOT RECEIVE... NO PHONE CALL... NO EMAIL... ALL OF MY DECEASED MOTHER'S THINGS AUCTIONED OFF...

Hello, my name is Amber Campbell. I have been renting a storage unit in Colorado Springs since late October early November. Recently, I decided to be closer to my family in my home state of OKC, so I relocated. I called the extra storage place in Colorado Springs to let them know I wouldn't be needing services any longer, that conversation was one of the worst most un professional calls I've EVER experienced. Brian Levine, "the store manager", talked over me the entire time and called me a liar and told me to come get my things, (it's not anything of value). I have worked in retail, as a manager and one thing I know is never call a customer a liar. I would like a call back from corporate office to discuss this matter at [protected], thanks.

Yes I would like to get to the bottom of this issue that I am having with one of y'all's employees her name is Jody she is from the harbor view store in Charlotte county Florida she has made my stay at your all's facility so difficult and she keeps on making my stay at your own place even more difficult than it ever could imagine I would like to know why she is still employed by extra space and how she could possibly keep her job after conducting herself the way she has I have been given the runaround by multiple employees of extra face blow here I will leave you a short summary of all the conversations and discussions I've had with your employees

Hello my name is David Weaver this is the second altercation that I have had with you're employee Jody from the harbor view store in Charlotte co. and this 2nd altercation happened on April 16th the next morning on April 17th I made a complaint to your headquarters then the operator told me that this issue would be escalated and I would be contacted within 24 hours and I also demanded to speak to someone about this situation and was informed to wait until I hear back from the district manager Eddie albina on the situation within 24 hours
I waited until May 2nd over two weeks and place a call to the corporate complaint hotline where Tiffany told me somebody would be contacting me within 24 hours on May 3, I received a call from Marilyn stating for me to return her call so on the May 4th I called the office and was informed by by Trish that Marilyn would be off the next few days and that this Eddie Albino would be contacting me and to wait for reply on May 6th I had received a phone call from Albert on my voicemail so May 7th I placed a call to Alberto to where he informed me that he had the situation under control with Jody and harassment and offered me 4 extra days to vacate

I'm not too pleased with the run around that I have been getting and with this for dating extra one I've been waiting for the last 2 weeks for a return callthe advice that I got from three of your operators was to wait for any albino to call me on this matter and don't even attempt to go to the storage facility to avoid conflict I have been demanding to speak to the district manager or anybody in customer relationships on this matter I have recorded statements of the encounter that I have had with your employee she confronted me at 10:15 without being in uniform nor driving the company golf cart and she was accompanied by her boyfriend she has been harassing me ever since her in my girlfriend has had a dispute she has took it under her own power to make my stay at your house storage facility unbearable Mr Albert informed me that he would look into getting my 24-hour access back active and that employee Jody would stay away from me and he re insured me that I would not have no more encounters with employee Jody so I could move my possessions out in a civilized manner out of your facility I have been back to my storage one time in two and a half weeks that was on May 11th where I entered the facility around 9:15 and started loading a few things and cleaning up where something was broken on the floor when I was suddenly stunned to see the local sheriff's office at my door he told me that Miss Jody said that she had a disturbance and there was a tenant refusing to leave there was three officers dispatched to this incident case number [protected] she never ask me to leave so I finished picking up the broken debris inside my unit and left and if you can see mr. Albert sure did not keep employee Jody from inconvenient my move nor did he reinstate my 24-hour access like it was when I signed the lease can somebody please contact me I need to talk to somebody and customer relationships or something because I believe I should be entitled to more days to remove my stuff considering that multiple employees told me to not to do anything until I spoke to the district manager Eddie albino and that was over a two-week span so I should be entitled to weigh more than 4 days and just to deal with the altercations that I had to a door from your employee should be entitled to something I have my phone conversations are all recorded plus I audio and video tapes Jodi's actions on the 16th I really need somebody to contact me as soon as possible considering I'm supposed to be moving out but I am afraid to even go up there because this lady is trying to make my life like a living hell I can't afford no more conflicts with the law enforcement and I can't afford even to drive up there and not be able to move anything out because of the short time I needed my 24 hour access reinstated and the harassment needs to stop the payment to my storage was paid in full less than a month ago why should I have to endure all this conflict with your all's employee I cannot even believe that she is still an employee of extra space storage if you would see how she acted the night of the 16th you guys would terminate her she had her boyfriend with her she was not dressed in uniform she was not even driving her golf cart this employee of yours has completely acted so unbusiness like I would like this complaint to go to the right people and I would also like to know why I had to speak to mr. Elbert instead of Eddie albino please help me g justet this complaint in the right-hand my phone number is [protected] my name is David Weaver thank you so very much and I will be waiting for your call

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,