Treva
I find it interesting that people describe the staff as friendly, because both times I have had to interact with them, my experience was the complete opposite. The first time, I simply asked if there was a restroom and was met with an eye roll and an attitude. Mind you, my lease fees are ALWAYS paid and always paid on time, so I have never been a resident who has failed to meet my obligations. The second interaction was much worse. My sons and I were moving boxes onto a flatbed. I had run down to my car, and on my way back inside, the “manager” happened to be on the elevator with me. She then walked in front of me down the hallway toward my unit. My oldest son, who has been a firefighter for 10 years and is also a Black man, was standing in the hallway looking toward the elevators because he saw me coming. Before I even reached him, she stopped and told him, “Oh no, you can’t do that. That’s stealing. You can’t put that flatbed in there.” I walked up behind her and explained that we were still working and that we were aware of what we were doing. Instead of simply explaining the policy, she continued to berate my son and insist that what we were doing was theft. When I told her, “Don’t talk to my son that way,” she turned her attention to me and said this was HER property, that we couldn’t do it, that she would call the police, and “you can’t dismiss me.” I was honestly shocked by her behavior—and somehow not shocked at all. There is a huge difference between politely explaining a property policy and immediately accusing someone of stealing, berating them, and threatening to call the police. What also bothered me was watching her walk past other men in the hallway without saying anything, only to immediately confront my Black son and accuse him of stealing. I obviously cannot say what was in her mind, but given the circumstances, I would be dishonest if I said the racial dynamic didn’t cross my mind. Had my son been white like the other men she passed, I can’t help but wonder if he would have been treated the same way. Aside from the staff and management, the facility itself was clean, convenient, and easily accessible. Unfortunately, the way I was treated—and more importantly, the way my son was treated—completely changed my perception of the company. Extra Space Storage will not receive another dime from me because of the “management.”
We sincerely apologize for the way you and your son were treated—this is not the experience we want for our customers, Treva. Please contact us at 888-STORAGE so we can look into this further.
Extra Space Storage (10/3/2026)
Google Review
