Richard
DO NOT use this facility. Poorly managed and property damaged and/or stolen from unit. Building flooded in June. I was not informed about the flood until late September (almost 4 months later). My locks were cut without me even knowing what happened, my unit was entered by a third party (SetvPro) and the following items were removed and thrown out: Computer hard drives, electronics, photos, photo albums, yearbooks, phones, stereo equipment, letters from deceased family members, family heirlooms, sports memorabilia, old credit cards, personal identification, bank documents, client files, jewelry etc. No notification or authorization was given for any of this. I received no emails or phones calls about any of it when it happened. No calls or emails when the salvage operation was in process or in the months following. I signed no authorizations and was not sent records of the items destroyed or photos of the units or my items until I demanded them this week and have still not received all of them or the documents showing an inventory of the specific items that were removed and or destroyed by ServPro considered unsalvageable. Still unable to file an insurance claim for the destroyed or stolen items as the service representatives have very little information and information provided has inconsistent or incomplete. The insurance claim system will not accept my claim submission because it has no record of me even having a unit there. Over the past several days I have been juggled through multiple service channels and representatives, none that have been able to help. The most frustrating part is hearing the trained script of “I understand” from everybody we speak with. It’s insulting. If you understood, you would take steps to solve the problem. It is clear nobody here understands or cares. The only reason I even know the flood happened is because I received one call, in October, asking me where I wanted my new keys sent. When I called to let them know they had gotten it wrong because I had my own locks already, they explained what happened. When I asked the caller why I didn’t receive a call about a major flood and decades of personal and professional contents being thrown out at the time it was happening, the rep who called said “that would be, like, 100 phone calls.” This is an unfathomable response. Couldn’t keep our belongings safe, removed and destroyed (or a 3rd party cleaner stole) items without notification or authorization, My favorite part (that allows me to laugh a little) is that they raised my rent not long after the flood while the mess was be cleaned and my property was being removed and destroyed. So they were good about letting me know that the rent was going up but not about the unit itself being destroyed in a flood. OLD REVIEW: Great customer service is making a comeback. Worked with Andre to get my storage unit up and open and the experience was excellent. The website was great, welcome package great and rental process great also. Had a bunch of questions and Andre took the time to patiently walk me through it all during two phone calls and one office visit. Thanks! Glad I chose Cube for this one.
Richard, we are deeply concerned to read about your experience regarding the damage to your belongings, communication issues, and the difficulties you have faced with filing an insurance claim. We understand how frustrating and stressful this entire situation has been for you. Please reach out to us directly at 888-STORAGE so we can look into your account and assist you further.
Extra Space Storage (10/7/2026)
Google Review
