Karen
Review of Extra Space Storage – Wormans Mill Court, Frederick, Maryland I rarely leave negative reviews, but after two major incidents within the first few weeks of renting this facility, I feel obligated to warn other customers. The most recent incident occurred today. The freight lift, which has been unreliable since I rented the unit, failed completely. Previously, the only way to make it move was for someone to physically hold the door while it ascended. Today it would not operate at all. The only luggage cart for the facility was trapped inside the elevator. From the second floor, you can actually see the elevator sitting on the first floor, but the doors will not open. That means customers cannot retrieve the cart or use the lift. Aside from being extremely inconvenient, this appears to be a safety issue. Unfortunately, I had already unloaded numerous heavy boxes of medical books before discovering the elevator was unusable. I carried them across the facility by hand, repeatedly climbed the stairs—three trips of approximately 35 steps each—to ensure the second-floor door was fully closed, and still could not get the lift to work. I ultimately wasted well over an hour. I first called the office before business hours and received no answer. I then walked to the office, where no one answered the door despite a vehicle being present, a dog barking inside, and someone apparently living in the apartment above the office. When I rented the unit, I was told management would be available on-site, but that has not been my experience. Eventually I called Extra Space Storage’s customer service line. The representative was courteous and said someone would arrive within approximately 15 minutes. I was still waiting afterward. This was not my first serious problem. Shortly after renting the unit, I entered the facility well before the posted 10:00 p.m. closing time. When I finished unloading around 11:00 p.m., the exit gate would not open to let me leave. I exited through a side pedestrian gate to see if I could trigger the main gate from the outside. The pedestrian gate locked behind me, leaving my storage unit, purse, wallet, passport, driver’s license, money, credit cards, and car trapped inside the secured area while I was locked out. After waiting for assistance that never came, I ultimately had to call the police. Initially, the only suggestion was to continue calling the same number that had not responded. It was only after I pointed out that emergency responders would certainly have a way to access the property if someone were trapped inside that an effort was finally made to resolve the situation. Two significant operational failures in just a few weeks have cost me hours of my time, unnecessary physical labor, and considerable frustration. The customer service representative on the national phone line was professional and helpful. Unfortunately, the condition of the facility and the lack of reliable on-site assistance have been unacceptable. If you depend on reliable elevator access or expect prompt assistance when equipment fails, I would recommend looking carefully at other storage options before renting here.
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