Sheridan
The storage unit I moved into was fine, clean enough that we could move in right away. However... before I booked a unit, I called the number on the website to ask about my options and spoke with Nisha. I told her I was storing some expensive recording equipment and needed a climate controlled unit. I was very clear about that. This equipment can't freeze or get too hot or it could be damaged. Even the online listing I was looking at said "Indoor Access". She told me I'd go in a locked door and then down a hallway to my unit. I clarified 3 different times that this is a temp controlled unit and was assured yes it was. Then when I asked about price I asked what their policy was about raising rates as time goes on. She told me the rate she gave me of $57 would not go up until I moved out of the unit. I was surprised by this as I know how storage facilities work and all of them raise the rate after some time. I clarified again, "so my rate is locked in no matter how long I stay there" "yes sir it will be $57 until you move out." Ok cool! Sounds a bit too good to be true but maybe I just lucked out on a good deal. I clarified one more time at the end of the call, I will get a temp controlled unit and my price is locked in at $57. Yes sir. Then I got the call from the actual location to welcome me. I asked her the same things I asked Nisha. She was surprised that I was told both of those things because guaranteed rates aren't a thing in the storage industry and their facility didn't have any temp controlled units.. so that means Nisha blatantly and repeatedly lied to me just to sell the unit. This must come from management "Sell these units by any means necessary. Tell them whatever they want to hear. Lie to them, whatever it takes" I am furious. I was quoted at almost double the rate if I wanted to go to a different facility and rent a temp controlled unit. I already had my contract signed and paid my first month with fees. I showed up to pack the unit and it was just drive up access. Both Nisha and the website lied to me. I guess I'll just figure something else out to store my audio equipment and just put my tools and camping equipment in there or something. NOT COOL
Please accept our sincerest apologies, Sheridan. We are truly sorry to hear about your experience and understand how frustrating and upsetting this situation must be for you. You were clearly misled about the climate control features of the unit, as well as the pricing and rate-lock information that was communicated to you during your call with Nisha. Being told incorrect information not once, but multiple times throughout your conversation is completely unacceptable, and we understand why you are furious. You asked the right questions and took the time to clarify the details multiple times before making your decision, and you deserved honest and accurate answers each time. The fact that you only discovered the truth when the actual location reached out to welcome you made this situation even more disappointing. We take this matter very seriously and want to make things right for you. We would like the opportunity to speak with you directly and work toward a resolution. Please do not hesitate to call us at 888-786-7243 so we can address your concerns and discuss the next steps. We appreciate you bringing this to our attention, Sheridan, and we are committed to looking into what happened during your interaction.
Extra Space Storage (7/2/2026)
Google Review
