Tommy
I moved 1/2 my stuff into my new unit, B-63, late in the day last week. When I came back the next day I discovered a large amount of rat feces deposited along the one visible wall, as well as what appeared to smooshed something (feces?) on the floor which I can only assume I smooshed walking in there in the dark the night before. Can you say, HEALTH HAZARD?! This literally turned my stomach, the thought that you, Extra Space Storage would present this unit as “move in ready! Disgusting!! Shame on you!! The manager on site was not too happy that I was complaining about the condition, and told me on the phone (on the phone because my call to the 800# was automatically routed back to the onsite office) she would sweep it out, but it wouldn’t be clean. This disgusted me further, so asked for the number of the District Manager. She informed me she couldn’t give me the district manager’s number, but that she would give them my message and they would call me sometime within 24-48 hours. What was I to do? Half my stuff already moved into the unit, 5-6 hours of moving, and the rest of my stuff needing to be removed from the other location, but now - nowhere to put it. Frustrated, realizing I wasn’t going to be able to complete my move that day (did I mention I took the day off to move?!), I locked up my unit and left the facility. At home, I borrowed a neighbor’s phone so that my call wouldn’t automatically be routed back to my local facility, and called the 800# again, and made my compliant. Williams was very sympathetic, and attentive, and promised he would send my message to the district manager, but cautioned me since today was Thursday, and it takes 24-48 hours for them to respond, and they wouldn’t be available Saturday or Sunday, and Monday was a Holiday, I might not hear from anyone for 5 days, which has proven to be true. Meanwhile, the onsight manager called just before closing to say she’d come out to my unit to clean it, but that I had left, so she told me she would meet me there the next dag and clean it. The next day (Friday, now) she met me there, and the first thing she told me was they were not allowed into customer’s units once some of the customer’s stuff was in the unit, even with the customer’s permission, and that they could lose their job if the did, but that she would do it as a one-time courtesy. Then she basically blamed me for moving into a unit that I assumed was clean. Next, to her credit, she did get about 98.5% of the rat feces out, and after she left, I cleaned up the rest, which was not much, maybe 5-6 droppings, and a small petcentage of whatever was smooshed on the floor, which she initially told me she wouldn’t get up. Look at the video I sent, tell me, does that look like move-in condition?! DO NOT RENT FROM THIS FACILITY!!! Not a good look, EXTRA SPACE!!
We are utterly delighted to hear that Toy and Ms. Vee provided exceptional service to you, Tommy. Thank you for taking the time to share your positive experience with us.
Extra Space Storage (7/11/2024)
Google Review
