Houston Self Storage at 12711 Westheimer Rd

Karla has been very helpful!

Consumer Warning – Missing Property/ Theft at Storage Facility I am sharing my experience to warn other consumers about a very troubling situation involving Extra Space Storage. I rented a unit from the location on 3011 San Jacinto St, Houston Texas 77004 and recently discovered that my storage unit had been completely emptied without my knowledge or authorization, and the facility has been unable to explain how this happened. On Thursday, February 26, 2026, I went to the facility in person during business hours to pay my bill, access my unit, and schedule my move-out date. When I arrived, no one was in the office. I waited approximately 45 minutes, and while I was there, I also called the office phone number, but no one answered. Later that same evening, after 5:30 PM, I received a call back from the assistant manager Bea. I assumed she was returning my call. During that conversation I explained that I had stopped by earlier to pay my bill and access my unit. Bea then informed me that my storage unit was empty. This immediately raised serious concerns. My unit had two locks on the door: • My personal lock • A red lock placed by the storage facility The red lock is a lock-out lock placed by the facility, which means that I could not even access my own unit while it was in place. I asked how my unit could possibly be empty when two locks were on the door preventing entry. The facility could not answer that question. I was also told that my unit had not been auctioned, as my account was not delinquent for any previous auctions. When I went to inspect the unit, I discovered that the storage space was completely empty and swept clean. Every item I had stored there was gone. The items stored in my unit had an estimated value of approximately $6,500. The situation is extremely concerning for several reasons: • The unit had two locks on it, including the facility’s lock-out lock • The facility cannot determine when the unit was accessed or emptied • The unit was completely cleared out and swept clean • There was no damage to the exterior door of the storage unit, which would normally occur if locks had been cut or forced off The facility also informed me that they reviewed two weeks of security camera footage and were unable to find any video showing my belongings leaving the building. This explanation only raises more serious questions. If an entire storage unit worth approximately $6,500 in property was removed, there should be some record or video evidence of items being transported out of the building. Additionally, the storage units in this facility are located in the basement and only have chicken wire across the top separating units. Even if someone attempted to access the unit from above, it would still be impossible to open the storage door from the inside if both locks were secured on the outside. Another serious concern is that storage facilities are supposed to conduct daily walkthroughs of the property to monitor for issues such as: • burglaries • forced entry • suspicious activity • people occupying storage units as living spaces • damaged units or missing locks However, the facility cannot tell me when my unit was last accessed or how long it has been empty. If daily inspections were truly being conducted, it should have been immediately noticed that my unit had been completely emptied and cleaned out, while currently on lease. The lack of answers, the inability to determine when the unit was accessed, and the absence of any video evidence raise serious concerns about security failures and negligence at this facility. Customers trust storage facilities to protect their property and maintain proper security and monitoring procedures. In this case, an entire storage unit worth thousands of dollars disappeared without explanation, and the company has been unable to provide any meaningful answers. Consumers should exercise extreme caution when trusting their belongings to any Extra Space facility.

Stored my stuff here for 6 months, no issues. Great price and excellent customer service.

Great Service!!

Karla was very helpful!