Patrick
They were not upfront with the fees that they charged and charged me before they told me the terms and conditions. I wound not taking the unit and Robin told me she would refund me my money back, but when they refunded me my money back, they kept $29 for administration fees. I didn’t even have the unit at all so how could they charge me administration fees? I contacted ExtraSpace storage who stated they couldn’t refund me. I then called Robin at ExtraSpace storage in Danville. She told me she would see to it my money would be refunded that I shouldn’t have been charged $29 in administration fees when I hadn’t rented the unit. When I noticed the money still wasn’t refunded later on I called Robin back and told her it still wasn’t refunded. She told me the reason was because I had an old debit card on file from a previous rental a few years before, and they were trying refund it to that card that. I explained that was not the card I used when I was inquiring about the unit. It was an old expired card and I had used my new one. She said unless they could put it on the old card which had expired a year earlier they couldn’t refund my money. I would not go back to Danville and highly recommend that nobody else does. They don’t tell you their fees in advance. They keep the money and don’t refund it I would never do business with them again.
We sincerely apologize for the frustrating billing and refund experience you encountered at our Danville location, Patrick. We understand how upsetting it must have been to be charged an administration fee for a unit you never actually rented, and we deeply regret the inconvenience caused by the confusion surrounding the refund process, particularly with the card-on-file issue. The experience you described, including the lack of transparency regarding fees upfront and the difficulties you faced in getting your $29 refunded, is something we take very seriously. We want to make this right for you and ensure that your concern regarding the $29 administration fee dispute is properly addressed and resolved. We kindly ask that you reach out to us directly at 888-786-7243 so that our team can look into this matter thoroughly and work toward a proper resolution for you. We value your feedback, as it helps us identify areas where we need to improve, and we appreciate you taking the time to share your experience with us.
Extra Space Storage (8/13/2026)
Google Review
