Nichole
The facility itself was fine, but communication during the move-out process needs improvement. Initially, when I signed up with Extra Space Storage, everything went well. However, my move-out experience was frustrating due to a lack of communication and clarity. After moving out, I received no explanation regarding my refund amount, and my calls were not returned. I ultimately had to contact customer support through the online chat portal to get answers. What happened to Connie? One thing I always appreciated about Connie was that she was straightforward, professional, knowledgeable, and easy to work with. Thankfully, a young man eventually called me back. He was professional, answered all of my questions, and responded to my email promptly. He clearly explained the refund policy and why I did not received a partial credit for moving out in the middle of October 2026. Given I had paid 6 months in adavnce the full unused months were credited. Respectfully, this situation could have been resolved during my conversation with the employee who closed out my account on 10/24/26. Had I simply been told that prorated refunds are not issued for the unused portion of the month, I may not have liked the answer, but I would have understood. Instead, I felt like I was given the runaround and could not get anyone to answer the phone. My concern was the lack of communication and professionalism. I have used several Extra Space Storage locations over the years, and this is the first time I have encountered an employee who either appeared unfamiliar with the process or was unable to provide clear information. Nonetheless, I want to recognize the young man who returned my call. He was extremely professional, patient, and informative. .
We are sorry to hear about the frustration and lack of clear communication you experienced during your move-out process, Nichole. Clear and timely assistance is important to us, and we regret the difficulties you had reaching our team regarding your account details. We are glad that a team member was ultimately able to return your call, address your questions, and provide professional support. If you have any further questions or if there is anything else we can assist you with, please reach out to us at 888-STORAGE.
Extra Space Storage (10/28/2026)
Google Review
