Aileen.Issachar
UPDATE: The reply from “Owner” below to remediate the issue is not from the owner. They have “no owner,” this is what I was told by “manager” C/Kasey when I called. Instead, I would receive a call from the District Mgr. (Skip), except I had already escalated a case to Corporate the day of the conflict. FOREWARNING: The level of service to acquire a unit vs resolve damaged customer belonging issues caused by a leaking unit is where the TRUE quality of management integrity and professionalism is demonstrated. The “manager” Casey was not only apathetic and dismissive but also was outright rude and disrespectful. In just 3 weeks of moving items into a large unit, water penetration (not through the gate) damaged a number of boxed items. Clearly an event that is upsetting, yet I was spoken over by Casey/Kasey with a rote script about insurance -which I had already obtained from the other rep. “You store your belongings at your own risk” is what I was told. When I attempted (numerous times) to request a unit with structural integrity —this is where there was ZERO customer focus with not a shred of care…she just continued to overpower my conversation was with her script of another unit. Well, lady…have the minor courtesy to allow the customer to communicate what TYPE of unit will satisfy the distrust. But this so-called manager decided to scold me (yes, she was very condescending and outright nasty) for “not listening” to her mechanical script. Then, she just hangs up while I was mid-sentence trying to assert my need. Like I said: it means nothing that you perform for a sale. The substance of a person who is paid to “manage” is in resolving issues with a customer-focus, professional and respectful attitude -especially when the facility was flooded and destroyed a customers belongings with just weeks of move-in. The displays of apathy and aggression were outright egregious.
We sincerely apologize for the damage to your belongings and the completely unacceptable way your concerns were handled. Being spoken over, dismissed, and having the call ended does not reflect the professionalism our customers deserve. You had every right to be heard and supported, especially given the circumstances. We take this matter seriously and want to make it right. Please reach out to us directly at (941) 921-3391 so we can address this immediately. Thank you, Aileen.
Extra Space Storage (8/9/2026)
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