Vasily
UPDATE — AUGUST 23, 2026: CHANGING MY REVIEW FROM 5 STARS TO 1 STAR Two years ago, I gave this facility 5 stars and wrote: “Great customer service, special thanks to Amanda!” Unfortunately, after what happened today, I am changing that rating to 1 star. I came to the facility specifically to retrieve a substantial amount of my belongings before leaving on a two-week business trip. When I arrived, I discovered that the facility was closed to customer access and I was not permitted to retrieve my property. I was told that Extra Space Storage had supposedly sent advance notice by email. I never received it. For something as serious as completely denying customers access to their property, sending one email and assuming the job is done is simply unacceptable. They could have sent a text message, a reminder email, called customers, sent an account notification, or even mailed a notice. At the very least, they should have made a reasonable effort to ensure customers actually received such an important notification. And here is what makes this especially frustrating: when Extra Space Storage has an issue collecting a payment from me, they have absolutely no difficulty reaching me. I receive text messages and phone calls promptly. So clearly, when the company considers something important, it knows perfectly well how to contact me through multiple channels and make sure it gets my attention. But when they are about to completely deny me access to my own property, suddenly one email — which I never received — is apparently considered sufficient. That double standard is extremely telling. When they need something from the customer, they make sure the customer gets the message. When the customer urgently needs something from them, apparently the same level of effort does not apply. Because of this failure to communicate, belongings I specifically needed for my trip remained locked inside, creating a major disruption and potentially jeopardizing my travel plans. What made the situation even more frustrating was the complete lack of flexibility once I arrived. From what I could observe, there were only about three workers on the property, and everything otherwise appeared relatively normal. I explained that I was leaving for two weeks and needed only a few minutes to retrieve essential belongings. I was not asking to spend hours inside. I asked whether they could find any safe and practical way to let me briefly retrieve my things, even under supervision if necessary. The answer was simply no. I was told that they had been instructed not to let anyone in. No escalation. No managerial discretion. No attempt to find a practical solution. Just bureaucracy. I understand that there can be legitimate reasons to temporarily restrict access for construction, maintenance, or safety. What I do NOT accept is completely shutting customers out of their property without making sure they have actually been properly notified — and then having no meaningful process to help someone facing an urgent situation. I pay for storage with the reasonable expectation that I can access my belongings during designated access hours. If that access is going to be completely suspended, “we sent an email” is not good enough. I have now filed a formal complaint with Extra Space Storage corporate management and requested that the matter be escalated to the District Manager responsible for this facility. It is particularly disappointing to write this because my experience here used to be good enough that I voluntarily gave the facility five stars. Unfortunately, today’s experience completely changed my opinion.
Thank you for the kind words, Vasily! We're committed to providing excellent customer service. Please tell us if we can do anything else to help you with your storage needs. We can be reached at 888-STORAGE.
Extra Space Storage (1/24/2024)
Google Review
