KP
1/5 — Bait-and-switch pricing. The $40/month unit advertised (sometimes even less!) is not what you'll pay. Here's what actually happened on move-in: $40 advertised unit price $11+ mandatory insurance fee (premiums scale higher depending on coverage) — not optional $10 "lock fee" — bring your own lock, doesn't matter, you're required to use (and pay for) theirs $29 account setup fee — charged even if you've had an account with them before $10 unit-change fee — wanted a different unit before I'd even moved in, still got charged Total for my first month: $100. For a $40 unit. This company is the Ticketmaster of storage companies. Fees on top of fees, each with its own justification, until a $40 unit is $100+. That's not pricing, that's a funnel. The frustrating part is the facility itself is genuinely nice — clean, well-maintained, good access. If they charged what they advertised, this would be a 5-star review. Instead I'd tell anyone shopping here: assume your first month's real cost is 2-2.5x the advertised price.
We sincerely apologize for falling short of your expectations, and we want you to know that the fee concerns you raised are completely valid. We understand how frustrating it can be to see a significant difference between the advertised price and the total amount charged on move-in, and we genuinely appreciate you taking the time to share your detailed experience with us. It is clear that the lack of transparency around the insurance fee, lock fee, account setup fee, and unit-change fee created a very unpleasant first impression, and that is not the experience we want for anyone. We are glad to hear that you found the facility itself to be clean, well-maintained, and accessible, but we fully acknowledge that a positive facility experience does not make up for the frustration of unexpected charges. Your feedback is important to us and helps us understand where we need to do better when it comes to clearly communicating all costs upfront. We would very much like the opportunity to speak with you directly and address your concerns in a more meaningful way. Please do not hesitate to call us at (704) 255-1027 so we can have a real conversation about your experience and work toward a resolution. We truly value your feedback and hope to have the chance to make this right.
Extra Space Storage (8/24/2026)
Google Review
