Catherine
DO NOT USE THIS STORAGE COMPANY EVER!!’n OUR BELONGINGS WERE STOLEN!!!!!! We used the Lone Star Location. We had an extremely upsetting experience with this storage facility. Our belongings were stolen, and we are deeply disappointed with how the facility was managed. The manager appeared to know how these thefts were being carried out. From what we learned, the thieves could enter the facility before it closes at 10:00 pm ., remain inside for hours, drill through and change locks, and then leave at any time. Despite the facility supposedly having specific operating hours, the doors and gates were not consistently secured. We had not visited our storage unit for only five days when this happened. What is especially frustrating is that we feel customers should have been warned if management was aware of suspicious activity or a pattern of theft. There were no cameras inside the facility, and the design of the units makes it possible for someone to look over the top or through the open space between units to see what is stored inside. The thieves changed the locks on our unit and even left belongings inside that did not belong to us. This was one of the worst experiences we have had, especially as it happened right before we were leaving San Antonio. We trusted this facility to keep our belongings secure, and that trust was completely broken. Please do not be misled by the clean appearance, tidy facility, or the fact that it is an indoor storage facility. Security should be the priority, not appearances. We hope management takes this situation seriously and makes meaningful improvements so other customers do not experience what we did. In addition to that, we were charged $200 upon check-out, and when addressed it they refund us! Seriously! Per manager when asked when was the last time this happened to this location? He replied 2 weeks ago! Do better, Extra Space Storage!!!!! ***to the owner who messaged*** It would be nice if you actually took the time to research who recently had an incident at this location. I certainly hope we were the last ones, but apparently that information isn’t important enough for you to look into. Instead of waiting for us to track you down and make the call ourselves, perhaps consider reaching out to the customers involved. That’s generally what good customer service—and going the extra mile—looks like. But I suppose expecting the owner to take the initiative might be asking for a little too much. ??
We are deeply concerned to hear about your experience and take reports of this nature very seriously, Catherine. The security of our customers' belongings is a top priority, and we regret the frustration and distress this situation has caused. Please contact us directly at 888-STORAGE so our team can look into your concerns and provide further assistance.
Extra Space Storage (9/24/2026)
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