Kameron
I rarely leave negative reviews, but my experience with Extra Space Storage at 1620 14th Street in Santa Monica has been one of the most disappointing customer service experiences I’ve ever had. During a roofing project at the facility, my storage unit and belongings were covered with roofing debris. After discovering the damage, I contacted management expecting they would work with me to resolve the situation. Instead, I spent more than two months trying to get someone to take ownership of the issue. Throughout the process, I wasn’t asking for anything unreasonable. My primary request was simply to have the unit professionally cleaned so it would be safe and usable again. Despite multiple emails, phone calls, and in-person visits, management made little effort to accommodate us or provide a timely resolution. The most frustrating part of this experience was the attitude from management. Jason, the on-site manager, was dismissive and unapologetic despite seeing photos of roofing debris throughout my unit. Rather than showing any empathy or attempting to help, he failed to respond to emails, refused to provide contact information for his district manager when requested, and offered no meaningful assistance. After our belongings had been covered in construction debris, his lack of concern was incredibly disappointing. Eventually, I spoke with Kim Wetzel, the District Manager. She apologized for the customer service failures and acknowledged that the matter had been dropped because she mistakenly believed it had already been resolved. She agreed to have the unit cleaned and asked me to send additional photographs, which I did. She also stated that the roofing work had been performed under City of Santa Monica permits. I respectfully asked if she could simply provide the permit number—which is public information and would have given us peace of mind that the work had been properly permitted. She said she would follow up. Unfortunately, I never received any response after that conversation. At every step, I felt like I had to chase management for answers instead of management proactively working to resolve a problem that occurred during construction at their facility. While I understand that construction projects can sometimes lead to unexpected issues, what ultimately left such a negative impression was not the roofing work itself—it was the complete lack of communication, accountability, and customer care afterward. Based on this experience, I cannot recommend this location to anyone who expects responsive management or professional customer service when problems arise.
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