Birdie
I am extremely upset with how my storage account has been handled at this Extra Space Storage location. I spoke with employees by phone and was told that my storage unit would be auctioned on September 9. That is the date my mom and I understood we had to work with. Then on September 1, we suddenly found out that the auction was actually being scheduled for September 2 — the very next day. No one contacted me to tell me that the date had changed. I did not receive a call, email, text, or other notice telling me that the September 9 date I had been given was no longer accurate. I also think it is important to explain the history between Savanna and me, because I feel like it has played a role in how this situation has gotten to this point. The original problem started when I accidentally threw something away in a dumpster/trash area at the property. Apparently there was a large sign saying that I wasn't supposed to do that, but I genuinely did not see the sign. When I told Savanna that I hadn't seen it, she said to me, in front of my boyfriend, something along the lines of, "Can't you read? Are you stupid?" I was embarrassed and upset, and I responded by saying something mean back to her. I am not claiming that my response was appropriate, and I later went into the office and apologized to her. What she didn't know at the time was that I had been dealing with physical, emotional, and mental abuse for roughly two years. I have been through an enormous amount of stress and trauma, and sometimes I don't handle stressful or confrontational situations as well as I wish I did. That doesn't mean I don't take responsibility for what I say or do, which is exactly why I went back and apologized. During that conversation, I also explained some of what had been happening in my life, including the abusive relationship and a serious car accident. I thought we had reached an understanding. I was under the impression that she had decided not to follow through with evicting me from the unit. After that, I heard nothing indicating otherwise. Then I spoke with people by phone and was specifically told September 9 was the auction date. My mom and I relied on that information while trying to come up with the money. Now, on September 1, we are suddenly being told that the unit is actually being auctioned September 2 and that I cannot even pay the balance to stop it. This unit contains belongings that are extremely important to me. This isn't just random stuff that I don't care about. These are pieces of my life, and my mom and I have been trying to save them. I understand that I owe money on the storage unit. I am not asking Extra Space Storage to pretend that I don't. My issue is with how this has been handled. If a customer is told over the phone that their auction date is September 9, they should not suddenly find out on September 1 that their belongings are being auctioned September 2 without receiving clear notice of that change — especially when they are actively trying to pay what they owe and are now being told they cannot even make the payment. Whatever personal disagreement happened between an employee and me should never interfere with how something this serious is handled. I strongly recommend that anyone renting from this location document absolutely everything: every phone call, every date you're given, every employee you speak with, and every conversation you have in person. My mom and I found out about this only one day before the September 2 auction, and I feel completely blindsided by the way this has been handled. This version also makes the strongest point very clear: you acknowledge the balance and even your part in the argument, but your complaint is about the notice, the changed date, and being denied the opportunity to pay.
Your feedback is invaluable to us, Birdie. We're sorry to hear about your experience at our Extra Space Storage location. Please feel free to reach out to us at (303) 655-8184 to discuss this further. Thank you for sharing your concerns.
Extra Space Storage (9/1/2026)
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