Frank
I was a customer of Extra Space Storage for almost a year, and for most of that time, my experience was excellent. I had the opportunity to interact with two previous Store Managers, Rom and Johana, who consistently demonstrated professionalism, respect, and excellent customer service and management skills. Unfortunately, my experience changed completely with the current management, particularly with the current Store Manager and his employee, Antonio. In my opinion, the level of customer service was very poor, and I experienced several issues involving rules and decisions that, based on my review of my contract, were not included in the terms I had agreed to with the company. I always paid my rent in advance and maintained a positive relationship with the previous management. However, in this situation, a decision was made that directly affected my access to my storage unit and, as I understand it, changed the terms of our contractual relationship without providing me with prior written notice. The situation escalated to the point where a lock was placed on my unit, preventing me from accessing my belongings, without being given what I considered a valid explanation. When I requested to speak with a supervisor to clarify the situation, my request was not accommodated. Instead, the police were called. I had to show the officers my contract and provide the relevant evidence to explain my position. Ultimately, the officers requested that I be allowed access to my unit again. The Store Manager also provided me with several phone numbers that were supposedly for his supervisor. However, when I attempted to contact those numbers, I was unable to reach a supervisor or obtain any response. I subsequently reported the situation to the company through its formal customer service channels, and to this day, I have not received a satisfactory response. What is most disappointing is the contrast between my experience with the previous management and the current management. A company should not focus only on attracting new customers through promotions and discounts; it should also respect and properly serve its existing customers, especially when there is an active contract in place. I also believe there is a significant failure in the company's customer communication process. When a customer submits a serious complaint, there should be a clear process to hear both sides of the situation, review the relevant documentation, and provide an appropriate response. I hope Extra Space Storage seriously reviews what happened, including the conduct of the management at this property and the company's customer service and communication processes. My experience with this current management was completely different from the experience I had during the previous months, and I believe it is important to document that experience.
Your feedback is invaluable to us. We're concerned to hear about your experience and would like to address your concerns. Please contact us at (831) 423-7515 to discuss this further. Thank you Frank.
Extra Space Storage (9/16/2026)
Google Review
