Esther
I’m disappointed with this company and how they’ve handled a situation that could have been prevented with proper maintenance of their drainage system. A toilet overflow resulted in water entering the storage units. While thankfully the water was clean, several of my personal belongings were damaged, including a box that contained irreplaceable old photographs and letters that held sentimental value. When I raised my concerns, I was simply told that it was my responsibility to carry insurance to cover the damage. While I understand the importance of insurance, some things simply cannot be replaced, regardless of their monetary value. What’s most disappointing is the complete lack of accountability, empathy, or even a simple apology. No effort was made to acknowledge the loss or offer any meaningful resolution. When customers entrust a storage company with their belongings, they expect a reasonable level of care and responsibility. I would have hoped for a much more compassionate and professional response, especially when the damage appears to have resulted from a preventable maintenance issue.
We are truly sorry to hear about your experience and the damage to your sentimental belongings following this water incident, Esther. We understand how distressing this situation is and regret that our team's response did not provide the empathy and support you expected. Please reach out to us directly at 888-STORAGE so we can review this matter with you and address your concerns.
Extra Space Storage (11/3/2026)
Google Review
