Marissa
This was my first time using Extra Space Storage, and unfortunately, the experience was not a great one. I arrived at 7:45 PM with movers already there and ready to unload, only to find that the elevator wasn’t working properly. My access code would unlock the elevator, but it wouldn’t actually allow us to go up. We didn’t finally get upstairs until around 8:30 PM, which cost us roughly 45 minutes of the limited time we had before the facility closed at 10 PM. I contacted support, and the representative I spoke with was nice, but the process was extremely frustrating and inefficient. I kept asking if my access code could simply be reset, but instead I was asked a series of questions that weren’t getting us any closer to actually accessing the unit. I was eventually placed on hold for about 15 minutes while I was standing outside at night with all of my belongings and movers waiting. After all of that, the code was finally reset and we were able to get upstairs. Because of the delay, my movers were then rushed to get everything inside before 10 PM. And once the elevator finally opened, you had to move extremely quickly to get everything inside before it would disable . Imagine trying to maneuver a couch, furniture, and boxes into an elevator within seconds because if you didn’t move fast enough, you could lose access to the elevator again. It made an already stressful move unnecessarily chaotic. I appreciate that the representative was polite and eventually got the problem fixed, but the amount of time it took to resolve what seemed like a relatively simple access issue was extremely frustrating. When you’re paying for storage and showing up with movers, you expect the access system to work and customer support to be able to resolve an issue quickly. For a first-time customer, this was not the smooth experience I expected. I hope Extra Space Storage looks into its elevator/access system and after-hours support so other customers don’t have to deal with the same situation.
We are sorry to hear about the difficulties and delays you experienced during your move-in, Marissa. Having access issues and experiencing prolonged support delays while working with movers is understandably frustrating. We appreciate your patience while our team worked to resolve the code issue, and your feedback regarding our elevator access and support process is noted. Please feel free to reach out to us at 888-STORAGE so we can assist you directly with any remaining concerns.
Extra Space Storage (9/25/2026)
Google Review
