Aliyah
The manager Valerie had a condescending attitude when I was trying to resolve an issue. I asked a question and she responded “I told you 3 times already” “I’m going on break now” Diego (employee) chimes in and says, “a break required by law” the issue arose when I inquired about upgrading my unit to a bigger size. I asked about the rates several times. Locked in on a unit for $160 flat. Jay (employee) and Diego assured me several times that is my new rate including insurance. I paid the difference ($82) from my previous unit. As soon as I tapped my card Jay says, ”so it’s actually $160 + your insurance, so $171 is your new rate.” This was a miscommunication + lack of knowledge on their end. They credited me $11 for the next month but let me know after that the rate would be $171. Valerie said there’s nothing she can do to honor the $160 rate that I thought I was signing off on. I ended up just keeping my smaller unit and asking for a refund. (….. review continued in photos)
We sincerely apologize for the frustrating experience you had with our team regarding the pricing miscommunication during your unit upgrade process, Aliyah. It is truly disheartening to hear that Jay and Diego provided you with incorrect information about the rate, assuring you multiple times that $160 was your all-inclusive rate, only for the correct amount to be communicated after you had already completed your payment. We completely understand how upsetting and confusing that situation must have been for you. Additionally, we are sorry to hear that your interaction with Valerie left you feeling dismissed and disrespected. The comments and attitude you described do not reflect the level of service and professionalism we expect from our team members, and we take your feedback about this very seriously. We also regret that the situation could not be resolved in a way that honored the rate you were originally quoted, ultimately leading you to revert back to your smaller unit and request a refund. Your experience is important to us, and we want to make sure this matter is properly looked into and addressed. We encourage you to please reach out to us directly at 888-786-7243 so that we can have a more thorough conversation about everything that occurred and work toward a proper resolution for you.
Extra Space Storage (8/27/2026)
Google Review
