Kirstin
I honestly wish I had never rented a unit from Extra Space Storage. We had water intrusion into our storage unit, and unfortunately, our belongings were affected. I had been paying for the storage insurance/protection every single month specifically for situations like this. When something actually happened, however, the insurance claim was denied. What makes this even more frustrating is that we reported the situation immediately upon moving our belongings out. We did what we were supposed to do, submitted the claim, and provided the information requested. The response we received was essentially that there was not enough proof of water intrusion in the unit. That is incredibly frustrating when you are dealing with a storage facility where the entire purpose is for them to safely house your belongings. If you are going to charge customers every month for insurance/protection, you would expect that protection to actually provide some assistance when your belongings are damaged. Instead, when we needed help, we were left fighting with the insurance company and trying to prove what happened. The customer service throughout this entire experience has been awful. Communication has been frustrating, and I did not feel like we were treated like valued customers. Instead of feeling like the facility was trying to help resolve the situation, it felt like we were being passed around and left to deal with the consequences ourselves. The manager’s attitude was another major issue. The manager was rude, dismissive, and extremely unpleasant to deal with. When you’re already dealing with damaged belongings and an insurance claim being denied, the absolute last thing you need is someone in management making the situation even more stressful. I expected professionalism and basic courtesy. Unfortunately, that was not my experience. And then there is the condition of the actual facility. The building is old and, in my opinion, badly in need of maintenance and updating. When we finally removed our belongings, we discovered issues that made me seriously question the condition of the storage environment. There was a strong, unpleasant smell throughout/around our belongings, and some of our things smelled so bad after being stored there that it was immediately obvious something had been wrong with the storage environment. We also encountered a large number of spiders, and there was mold visible on a wall when we were moving our belongings out. Seeing mold and signs of pests after dealing with water intrusion was extremely concerning. A storage facility should give customers confidence that their belongings are being kept in a clean, dry, secure environment. After this experience, I absolutely do not have that confidence in Extra Space Storage. I would strongly encourage anyone considering renting here to inspect the facility very carefully before signing anything and to ask detailed questions about exactly what the insurance/protection plan covers and, more importantly, what it does NOT cover. Don’t assume that because you’re paying for coverage every month that your belongings will actually be protected if something happens. I also recommend taking extensive photographs and videos of your unit, the walls, ceiling, floor, and belongings when you move in and throughout your rental period. DOCUMENT everything. If you notice moisture, leaks, odors, mold, pests, or anything else concerning, document it immediately!!! For me, the combination of water intrusion, damaged/affected belongings, denied insurance claim, poor customer service, rude management, an aging facility, unpleasant odors, spiders, and visible mold was more than enough. Based on my experience, I would not trust this facility with my belongings again, and I would not recommend Extra Space Storage to friends, family, or anyone looking for a place to store valuable personal property. If you’re considering renting here, do yourself a favor and look elsewhere.
We're concerned to hear about your experience at Extra Space Storage, Kristin. Please feel free to reach out to us at (865) 671-1909 to discuss this further.
Extra Space Storage (8/22/2026)
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