Matt
Management is very disorganized, I informed them I was moving out on 6/27/26, moved out on 6/26, confirmed by phone call I was moved out. Then on 7/14 received a monthly storage charge, was told I would be refunded. Then was called 7/27, was informed I have still been using my access code this month and questioned. Was accused of using my code/entering the building in July. Yehiah, who was also the one who issued my access code originally, got very upset when I informed him I had not been there and that they have cameras everywhere that they can check. My unit has been vacant since a day prior to my move out date and I am still fighting to have this charge reversed over a month later. Why do they not deactivate someone’s code upon move out or check up on the billing system once someone moves out is something I don’t quite understand. A company like Extra Space should not have trouble with such a simple process. Move in process was sloppy with no instructions, move out had great instructions but unfortunately was not processed correctly. Will not be using Extra Space in the future.
We sincerely apologize for the frustrating experience you had with us, particularly regarding the billing issues and the accusation you faced during your move-out process, Matt. We completely understand how upsetting it must have been to not only deal with an incorrect charge after confirming your move-out but also to be questioned about accessing your unit in July when you had already vacated. This is not the kind of experience we want any of our customers to have, and we deeply regret the inconvenience this situation has caused you over the past month. We also acknowledge that the failure to deactivate your access code upon move-out and the delay in resolving your billing concern should not have happened, and we take your feedback regarding these process gaps very seriously. We want to make sure that this charge is reversed and that your concerns are fully addressed without any further delay. Please do not hesitate to reach out to us directly at 888-786-7243 so that we can look into this matter immediately and ensure it is resolved to your satisfaction. We truly value your feedback, as it helps us identify areas where we need to improve, and we are sorry that both your move-in and move-out experiences did not meet the standard you deserved.
Extra Space Storage (7/27/2026)
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