Casondra
Awful experience and extremely disappointing customer service. This event happened on Monday morning the 7th, Labor Day. I was trying to retrieve my belongings after my unit went into auction, and I had never been through this process before. No one gave me a specific time that I needed to be there— I was only told that I had until Monday to remove my belongings. When I arrived around 12 PM with my U-Haul, Anne told me I couldn’t access my unit because there was a lock on it and that I was supposed to have been there before they opened. This was never communicated to me beforehand. Instead of explaining the process or showing any understanding, she was extremely rude and dismissive. I contacted management and was ultimately given until 5 PM to remove my belongings. Anne then came into the parking lot, yelled my name, told me I had until 5 PM, but refused to give me an access code to get into the building. Thankfully, another customer was kind enough to let us in. I understand that Anne may not have control over the auction process, but she absolutely could have communicated the information clearly and treated me with basic professionalism and compassion. The entire experience was unnecessarily hostile and stressful. I will never use Extra Space Storage again.
We sincerely apologize for the poor communication and unprofessional treatment you experienced during an already stressful situation, Casondra. This is not the standard we hold ourselves to at Extra Space Storage. Please contact us at 888-STORAGE so we can address your concerns directly.
Extra Space Storage (9/10/2026)
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