Aili
I’ve been trying to cancel my storage unit for about a month now. They use your phone number to verify your account before anyone answers. For over a week all my calls went to voicemail and no one would call me back. I used someone else’s phone and they picked up immediately. Person on the phone put in the move out request (I never even used the space so I didn’t even have anything to move out) I received an email saying it had been submitted and was told that was the end of it. Now today I just got a charge to my card for the unit. Called the store again and it went to voicemail. I was able to get ahold of a customer service rep (never happens you usually just get forwarded to the store) she says she will put in a move out request again and refund me the money. Granted I should have stayed on the phone until I got the confirmation email that this was done, my bad. Instead I got another email saying they had received my payment. It’s impossible to get anyone on the phone. Long story short: they screen your calls and don’t actually help you with anything.
We sincerely apologize for the frustrating experience you've had trying to cancel your storage unit and the difficulty reaching us by phone, Aili. We understand how concerning it must have been to receive an unexpected charge after being told your move-out request was resolved. This is not the experience we want for our customers, and we take this matter very seriously. Please reach out to us directly at (414) 409-0214 so we can ensure your move-out is properly completed and your refund is processed as quickly as possible. Thank you for your patience.
Extra Space Storage (7/1/2026)
Google Review
