Brian
To begin with, the front office was empty when I first came in to speak with someone about getting a unit back in February. After standing there for a while, a lady gets out of her car in the front parking lot and comes inside, goes behind the counter and asks how she can help. The entire office immediately filled with the smell of weed. Although unprofessional, I didn’t let that deter me, I just kept on with what I was there to do. Fast forward 4 months, I just ended my unit rental there as they charged me DOUBLE my rental agreement price without notice. I called to sort this out assuming it was a mistake, but no, they informed me a post card was mailed out informing me of a rental increase. A post card I never received. In fact I signed a paper in our contract saying that if anything were to ever change on my end or there’s that it was required for them to notify me electronically by either phone call or email. No such communication happened. I asked for a refund of the difference as this was a breach of contract, and was told “maybe”. I was also told in february that the missing gate would be fixed no later than 2 weeks from the time I was signing for my unit. It was 4 months before it was fixed. There are far too many storage facilities in the west Ashley area to settle for this one. I already got a new unit the next day after canceling this one for $70 less than their new rate increase.
We take your feedback seriously, Brian, and we sincerely apologize for the multiple concerns you experienced during your time with us. We understand how frustrating it must have been to deal with the billing discrepancy, especially when you had a signed contract outlining the required notification process for any changes. The fact that you did not receive proper electronic notification—whether by phone call or email—as stated in your contract, is something we want to address and look into right away. Additionally, we regret that your experience in our front office did not meet the professional standard that our customers deserve, and we understand how that would have been off-putting. We also acknowledge your frustration regarding the gate repair, which took far longer than the two-week timeframe you were originally given. These are all valid concerns that deserve proper attention and a thorough resolution. We truly wish we had the opportunity to make things right before you decided to move on. If you are open to discussing the billing and contract breach concerns further, please do not hesitate to call us at 888-786-7243 so that we can review the details of your account and work toward a resolution. We appreciate you taking the time to share your experience, as your feedback helps us identify areas where we need to do better.
Extra Space Storage (6/15/2026)
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