Amor
I am extremely disappointed with the treatment my mother received at Extra Space Storage location 2051. I believe the employee’s name was Britney. My mother has had this storage unit for years. The unit is paid for and used by the nonprofit organization she works for to store work props, desks, donated toys, clothing, and other nonprofit materials. This is not simply a personal storage unit she casually visits. During our visit, this employee refused to allow my mother to bring her Stanley cup with water inside. My mother is insulin dependent, wears an insulin pump, and needs to have water available to her, especially when she is experiencing dry mouth. We explained that this was related to a medical need, yet there was still no compassion or reasonable consideration shown. What made the situation even worse was the employee’s attitude. When we asked for the manager’s name so that we could address the situation with someone above her, she refused to provide it. We asked her for her name she also refused to provide it. We were not asking for anything unreasonable. We simply wanted to know who the manager was so we could escalate our concern. Then, instead of trying to calmly resolve the situation, she called the police on us. That was completely unnecessary and made an already upsetting situation even worse. We were trying to advocate for my mother and address what we felt was a legitimate medical concern, not create a confrontation. After being a customer for years and having the nonprofit consistently pay for this unit, this is absolutely not the level of treatment we expected. The entire interaction felt unnecessarily hostile, disrespectful, and lacking basic customer service. We are now actively looking for another storage facility because of this experience. When a longtime customer raises a medical concern, is refused the manager’s name, and then has the police called during the interaction, there is a serious customer service problem. I hope Extra Space Storage corporate management looks into how this location is being operated and how customers, especially those with medical needs, are being treated.
Amor, we are concerned to hear about your mother's experience. Please contact us at (561) 968-1052 so we can address this medical accommodation concern directly.
Extra Space Storage (8/19/2026)
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