Kamy
Ashley Sutton, the store manager, is extremely rude, aggressive and unprofessional. Today, I called to inform about the fact that the storage facility is extremely hot. I also recalled that this is a reoccurring issue and that back in May , she was made aware of it. Ashley responded by asking " do you own a home?" then suggested that I should stop renting out of this location, where I have been for several months. Another tenant, named Susan, was present during my call with Ashley and could be heard complaining about the extreme heat, just like I did. During our phone interaction, Ashley was on speaker phone and other Tenants witnessed her extremely unprofessional and rude behavior ( she kept on talking over me). Ashley referred to me, the paying Client as: " Hon" and in a condescending manner suggested that I should take my patronage to a different company. Susan, the witness/ other Tenant was so offended by the manner in which Ashley Sutton spoke to me. That she felt it was necessary to go to the main Office where she informed Mathew Lunstrum. Clearly, Ashley forgot that the agreement that I signed states that these storage units are supposed to be climatized and free of pests. She's selling these units as " climate controlled" but that's False. Back in May when I noticed the lack of climate adjustment, Ashley lied and stated that it would get fixed. Today, she rudely responded that someone would get called but the issue will not be fixed on this date. If Ashley was a "homeowner" she would know that once the HVAC SYSTEM is fixed / a Tech is in fact called ; the lack of climate adjustment issue doesn't keep on occuring.
We sincerely apologize for the experience you had, Kamy. We take your concerns very seriously, including the issues regarding the climate control conditions at our facility, as well as the manner in which you were treated during your phone interaction. The behavior you described during your call is not reflective of the standards we expect from our team members, and we deeply regret that you, along with other tenants who witnessed the interaction, had to experience this. We also understand your frustration regarding the recurring climate control issue, especially given that this concern was previously brought to our attention back in May and has yet to be fully resolved. You deserve to have your concerns addressed promptly and professionally. We would like to look into both the service and conduct matters you have raised as soon as possible. Please reach out to us directly at 888-786-7243 so that we can work toward addressing the climate control concerns at the facility, as well as the service experience you encountered. We appreciate you bringing this to our attention, and we thank you for your continued patience as a valued tenant.
Extra Space Storage (6/19/2026)
Google Review
