Celeste
Absolutely terrible customer service. The website wasn’t working so I had to call support to help. They helped me but put me in the wrong unit. Once I called back the original guy left or couldn’t be reached so I was left with a new customer service rep and the onsite representative. The onsite rep was terrible. He rushed me to finish with the carts even though I spent 2 hours trying to figure out why I wasn’t on the bottom floor AND get the correct pricing. He said he had to “go somewhere”. Mind you I wasn’t late bringing back the carts at all. I was finished at 5:55 pm. As soon as I turned around to leave my unit here’s the representative to take the car. Being that I have a bad back AND handicap decal I thought this was ridiculous. The onsite representative name was Jonathan I believe. Also the reason why it took 2 hours is because when I called back to report the online problem, due to the onsite representative demanding 4 months up front for a discount, the representative Charlie cursed me out and hung up on me because he “didn’t understand what I’m talking about”. This is NOT the first time extra space storage has hung up on me. I was hung up on serval times yesterday including 2 times where my phone died. In the end I ended up paying over 50$ more than the corrected price from the orginal rep.
We truly value your input, Celeste, and we sincerely apologize for the extremely frustrating experience you had with us. We are deeply sorry to hear about the billing errors that resulted in you paying over $50 more than the corrected price, and we understand how unacceptable that is. The poor service you received from both Jonathan and Charlie is something we take very seriously, and we want you to know that the behavior you described—including being rushed with the carts, being cursed at, and being hung up on multiple times—is completely unacceptable and does not reflect the standards to which we hold our team. We are also truly sorry for the lack of consideration shown toward you, given your condition, as everyone deserves to be treated with respect and patience, especially when dealing with a physical limitation. Additionally, we regret the inconvenience caused by the website issues and the error of being placed in the wrong unit, which we understand added significant stress and wasted two hours of your valuable time. We want to make this right and address all of your concerns directly. Please do not hesitate to reach out to us at 888-786-7243 so that we can look into everything that happened during your visit and work toward a proper resolution for you.
Extra Space Storage (7/1/2026)
Google Review
