Victor
I rented a unit at this Extra Space Storage location to temporarily store items while I am in the process of closing on a new home. At the time of rental, I specifically informed the staff that I would be moving items into the unit over the next few weeks rather than immediately. The account was enrolled in autopay, my payment was current, and my phone number was on file if there were ever any questions or concerns. Today, after leaving a meeting, I returned a missed call from the facility and was informed that the staff had decided, “per policy,” to release my unit because I had not yet moved anything into it. When I asked why they would give away a unit that I had already rented and was actively paying for, the staff member told me that she had called me and waited a few minutes before making that decision. For context, she called me at 2:01 p.m., did not leave a voicemail, and I returned the call at 2:52 p.m. It is completely unreasonable to cancel or release a paying customer’s storage unit based on a single unanswered phone call, particularly when the customer is on autopay, has already explained the intended move-in timeline, and has given no indication that the unit is no longer needed. I am also deeply skeptical of a “policy” that allows a facility to reclaim a unit from an existing paying customer, particularly in an industry that uses dynamic pricing and can potentially re-rent that same unit at a higher rate. I would not recommend this location, and I will be escalating this matter to Extra Space Storage’s corporate office.
We take your feedback seriously, Victor. Please contact us at (240) 326-3012 so we can address the release of your unit and resolve this matter promptly.
Extra Space Storage (8/11/2026)
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