Jaylaa4Faylaa
I had two negative interactions with Debbie during my time here. On move-in day, I accidentally spilled water and took it upon myself to clean it up because there was unsupervised cleaning supplies in the area. During that interaction, I felt that my boyfriend and I were spoken to in a condescending and unprofessional manner regarding the use of cleaning supplies. She stated, "Did you all ask to touch my stuff?" By the way, we only grabbed paper towels. I also left the interaction feeling uncomfortable because our situation was discussed in front of another customer. My second experience occurred during move-out. After experiencing several difficulties trying to access the front office and get information about my bill, I was finally able to speak with Debbie. Unfortunately, I again felt that my concerns were not handled professionally and that I was spoken to in a dismissive tone. By contrast, Mallory was very helpful during my move-in process and provided excellent customer service over the phone. I understand that everyone's experiences may differ, but based on my personal interactions, I was disappointed with the level of customer service I received.
We are truly sorry to hear about the negative experiences you had during both your move-in and move-out processes, Jayla. It is regrettable to learn that your interactions with our staff left you feeling uncomfortable, dismissed, and dissatisfied with the level of service you received. This is certainly not the experience we want for any of our customers, and we take your feedback very seriously. We also want to acknowledge your kind words about Mallory and the excellent customer service she provided during your move-in process and over the phone. It is great to hear that she was able to make a positive impression during your time with us. However, we deeply regret that your other interactions did not reflect the same level of professionalism and respect that every customer deserves. We would very much like the opportunity to speak with you personally about your experiences and work toward resolving these concerns. Please do not hesitate to reach out to us at 888-786-7243 so that we can have a direct conversation and ensure that your feedback is properly addressed. Your experience matters to us, and we appreciate you taking the time to share it.
Extra Space Storage (6/24/2026)
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