Mariya
July 13, 2026
My monthly rate doubled from $30 to $60. When I called to discuss the increase, I spoke with John, who identified himself as the manager. Unfortunately, my experience with him was very disappointing. His attitude was dismissive and unprofessional, and when I asked to speak with someone above him, he told me that was not possible. I have been a loyal customer for four years, and in the past I understood and accepted reasonable rate increases. Previous staff members were always willing to discuss pricing and treated customers with respect. After a lengthy conversation, the only option John offered was to reduce my rate to $45 or to find another storage company. That is not the level of customer service I would expect from a business that values long-term customers. I also shared this feedback with him directly. Having worked in retail and customer service for approximately 15 years, I understand the importance of treating customers with respect, listening to their concerns, and working toward a positive solution. Unfortunately, my experience with John reflected the opposite of good customer service. I hope management takes customer feedback seriously, as experiences like this can lead to loyal customers choosing to do business elsewhere.
We're sorry to hear about your experience with the rate increase. Please accept our apologies for the disappointment.
Extra Space Storage (7/14/2026)
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