Houston Self Storage at 16240 West Rd

Great Service Rudy was amazing!

I will be moving my stuff out and will not be back. I normally do not leave negative reviews, but I feel like people should know what to expect. I rented a 10x10 unit in June 2025 and paid $61.64 for the first month under the promotional rate. By July, the rate increased to $144/month and stayed there for three months. Then, starting in October 2025, it increased again to $165/month, where it has remained since. Now I’ve received notice that the monthly rate is increasing again to $189/month. The notice came on what looked like a small address correction card, and at first glance, it seemed like a routine request to update my information. I almost threw it away before realizing it was actually a price increase notice. Even excluding the promotional first month and using the first regular rate of $144/month, this latest increase represents a 31.25% increase in less than a year after moving in. That kind of increase is absurd. I understand rates can change, but this feels excessive and not something I’m willing to keep paying.

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.

They keep deleting my comment so I’m adding it back SURPRISE YOU Can’t get rid of me! DO NOT rent here unless you want your belongings stolen. Multiple storage units were robbed over a month ago and management handled it like they couldn’t care less. Rudy never properly notified tenants and still isn’t providing people with the information needed to file claims. Attempts to get answers from Gena Taylor, who is the district manager, have been just as useless. The cheap prices are not worth it. Your belongings are not safe here and management acts like getting your unit broken into is no big deal. This place feels extremely shady and unprofessional. The lack of communication, accountability, and concern for tenants is unacceptable. Save yourself the stress and rent somewhere else.

Would not recommend this Extra Space Storage location on West Rd & Telge. Multiple storage units have been broken into, and many valuable items were stolen. Management has shown little concern, urgency, or accountability regarding security or the customers affected by these incidents. It’s sad for the community to experience the loss of valuable belongings and irreplaceable memories. What’s even more concerning is that management is aware people are still able to access the property improperly, yet the issue has not been resolved. Please be aware before renting a unit at this location.