Erica
Terrible customer service experience. Based on my experience, I would not recommend renting from this company or this location. I have been a customer of this location and recently contacted the office with a simple question regarding my lease agreement and the late-fee policy. Specifically, I asked where in my signed lease it states that a late fee may only be waived once during the duration of my tenancy, as I could not locate this language anywhere in the agreement. Instead of receiving clarification or being directed to the applicable provision, I was met with unprofessional conduct from an employee named Stacy, who raised her voice and spoke to me in a disrespectful and inappropriate manner. As a customer, I have the right to ask questions about the terms of my contract and expect to receive accurate information and professional treatment in return. If this policy exists, it should be clearly stated in the lease agreement and communicated respectfully. If it does not, customers should not be told that such a policy exists without being able to provide supporting documentation. This experience was extremely disappointing and has prompted me to escalate my concerns to upper management. Professionalism, transparency, and respectful customer service should be the standard, and unfortunately, that was not my experience at this location.
We are sorry to hear about this experience, Erica. Please contact us at (505) 226-8701 so we can address your concerns directly.
Extra Space Storage (6/26/2026)
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