Alicia
The number they give to you to reach out it sends you to the store so no actual help, if they do not like you they will make you pay the fees, I have asked to speak with someone above Brandon I need my concern to be taking seriously. I would not recommend this storage facility to anyone. I never requested the insurance because I know from experience that it often doesn't provide the protection people expect. As soon as I realized insurance had been added to my account, I immediately contacted the office and asked for it to be removed. Had it been removed when I requested, I would have paid my balance on time without any issue. Instead, the insurance remained on my account, which resulted in my payment being delayed and a late fee being added. I am more than willing to pay the amount I actually owe, but I should not be responsible for charges that could have been avoided if my request had been handled properly. My balance should be adjusted to remove the $11 insurance charge and the late fee, leaving the correct amount. I’m willing to pay the late fee, I just wanted to be respected I requested the insurance to be REMOVED! You shouldn’t have to pay for what you didn’t ask for. When I spoke with Brandon, I asked for a corporate phone number and was told there wasn't one. Having previously worked in the storage industry, I know there are avenues to escalate customer concerns, so that response was very disappointing. I would like to speak with someone above Brandon who has the authority to resolve this matter. What concerns me most is the lack of customer service. This situation could have been resolved quickly if my request had simply been honored. Instead, I was left with unnecessary fees and frustration. I don't appreciate feeling like I'm being taken advantage of, especially when I was proactive in reaching out ahead of time. Brandon's customer service was extremely poor, and based on this experience, I cannot recommend this facility to others. I hope management reviews this matter, removes the improper charges, and provides the level of customer service that customers deserve.
We sincerely apologize for the inconvenience and frustration you have experienced throughout this situation, Alicia. We completely understand how upsetting it can be when a request is not handled properly, especially when it directly impacts your account and results in unexpected charges. You should never have to pay for something you did not request, and we take your concerns regarding the insurance charge and the late fee very seriously. We also apologize for the disappointing interaction you had with Brandon, as well as the difficulty you faced when trying to escalate your concerns to someone with the authority to resolve this matter. Every customer deserves to be treated with respect and to have their requests honored promptly, and we regret that your experience did not reflect that standard. We want to make sure your concerns are addressed properly and that this matter is escalated to the appropriate person who can review your account and work toward a resolution regarding the insurance charge and the associated late fee. Please do not hesitate to reach out to us directly at 888-786-7243 so we can connect you with someone who has the authority to look into this situation and resolve it promptly. We appreciate you bringing this to our attention and hope to have the opportunity to make this right for you.
Extra Space Storage (8/5/2026)
Google Review
