Texas_
I visited the Extra Space Storage location at 4405 S. Fort Hood St. in Killeen to get quotes for two specific storage-unit sizes. When I asked an employee, Brittany, for pricing, she first asked for my name and then asked several questions about what I planned to store, including the number of bedrooms, largest appliance, and estimated value of my belongings. I understand that staff may ask questions to help recommend a unit. However, I was trying to get straightforward information about available unit sizes and prices, and the questions felt excessive and did not address what I was asking. When I asked for the largest available unit and its price, Brittany replied that the largest space was a parking space. I was asking about storage units, so I found the response dismissive and unhelpful. When I asked how to contact a supervisor or corporate office to share my concerns, I was told there was no corporate office and that the location did not have business cards. I left without the information I came in seeking. I hope management will review how pricing inquiries and customer complaints are handled. Customers should be able to receive clear information about available unit sizes and rates, and be given an appropriate way to escalate concerns.
We are sorry to hear about your experience at our Killeen location, and we sincerely apologize for the frustration you encountered during your visit. Your concerns about pricing clarity and the way your inquiry was handled are completely valid, and we appreciate you taking the time to share them with us. Every customer deserves to receive clear, straightforward information about available unit sizes and rates, as well as a respectful and helpful interaction with our staff. We also understand how important it is to have a proper way to escalate concerns when needed, and we regret that you were not provided with that option. We will be sure to take your feedback seriously as we continue to improve the experience we provide to our customers. Please do not hesitate to reach out to us directly at 888-786-7243 so that we can address your concerns and ensure you get the information you were originally looking for.
Extra Space Storage (10/29/2026)
Google Review
