Houston Self Storage at 11500 FM 1960 Rd W

I would not recommend Extra Space Storage based on our experience. The biggest issue is that the company advertises security, convenience, access control, surveillance, and peace of mind, but when a serious problem happened, the response did not match those promises. The facility had ongoing security concerns, including reported break-ins and a security code reader/access-control system to the 2nd and 3rd floors that we were told had been broken for months. That is unacceptable for a storage company that markets itself around secure storage, electronic access, surveillance, and restricted access. Customers pay for a secure facility, not just an empty room with a lock. A broader scheme involving online accounts. That creates lack of transparency even more concerning. Instead of full cooperation and clear answers, we only received selected footage, after our unit was broken into! We still expected full access logs, keypad records, account-access records, maintenance records, and incident documentation to be provided to law enforcement. The customer service was also extremely disappointing. Gena Taylor handled our concerns very poorly. During a recorded call, she became angry and hung up while we were trying to get answers. When we contacted corporate, instead of providing an independent review or meaningful escalation, corporate referred us right back to Gena Taylor. That made the escalation process feel pointless. On top of that, the pricing felt like a bait-and-switch. We started at a much lower monthly rate, then the rate increased several times within about a year. It is frustrating to pay more and more while experiencing poor communication, unresolved security concerns, incomplete transparency, and a lack of accountability. In my opinion, Extra Space Storage needs to be more honest about pricing, more transparent about security issues, and more professional when customers raise serious concerns. Based on our experience, I would not trust this company with valuable or sentimental property.

Headline: Extra Space Storage CEO-Joe Margolis Should Review This Incident: Known Break-Ins, Broken Security, and No Accountability at West Road Extra Space Storage My son and I rented this unit together, and this was my second unit at this facility. I had been a customer for over a year and trusted this company with items of significant personal and financial value. Our unit was broken into and numerous valuable items were stolen. When I first called Rudy, the store manager, he stated that it appeared to be “an inside job,” then changed his explanation and said he meant another tenant. When we arrived, he told us, “Oh yeah, we know who did it.” He said the entire theft was captured on surveillance video and that the suspects drove onto the property in a Lexus and a black truck. He stated the facility had the fraudulent online account information, identification, and driver’s license used to gain access. Rudy explained that criminals create fraudulent online accounts and are granted 24-hour access, even though posted signs still state access is limited to 6:00 AM to 10:00 PM. He said they entered after 10:00 PM, brought in a ladder, looked over multiple units, selected targets, and considered our unit the “big-ticket item.” He also said he watched the thieves carrying our belongings down the elevator during a seven-hour break-in. Before he ever opened our unit, he described specific items belonging to my son and me, including backpacks, Nike bags, shoes, and U-Haul boxes. Rudy further admitted that the security keypad controlling access to the second and third floors had not been working for months and that he had repeatedly asked corporate to repair it. It was never fixed. Even more disturbing, our lock appeared to have been broken for approximately 30 days before we discovered the theft ourselves. No one from the facility notified us. Because our unit was apparently left unsecured for over a month, we have no way of knowing whether it was entered more than once. When I attempted to escalate this matter, we were denied access to corporate leadership, risk management, and the formal complaint department. Instead, we were referred to Gena Taylor, a district team lead. After gathering information, she told me, “You can call whoever you want. The buck stops with me.” Her only recommendation was to file an insurance claim. When I asked what was being done to repair the broken keypad and improve security, she refused to discuss it, said “That’s our business,” and then hung up on me. The company advertises 24/7 surveillance and claims it will protect your belongings as if they were its own. In our experience, the cameras only recorded the theft—they did not prevent it, and management did not notify us. If you have a unit on the second or third floors of this West Road location, inspect it immediately. This has been one of the most upsetting consumer experiences I have ever had. My son and I trusted this company with valuables, and when those items were stolen, management and corporate responded with indifference and defensiveness. I cannot recommend this facility to anyone. If you have a problem, there is a no one you can escalate to Gena Taylor and or Rudy Castro have been defensive and are victim shaming. You wont see Extra Space respond to this review, they only want to respond to the views by their friends but the real reviews they scroll by. Please be aware.

I had a pleasant and eventful experience simple an easy. Jacob was extremely help professional and knowledgeable about every aspect of the business. The facility was clean and neat in appearance. I’ll recommend it to anyone for use.

The manager at this storage place was very friendly and very helpful. Great customer service.

Great customers service