Extra Space Storage

Reviews

• IG

  Isabel Garcia

  Jan 2, 2026
  1.0
  I have been a very faithful, on-time paying customer with Extra Space Storage for over a year. Unfortunately, due to the holidays, December 2025 slipped my mind. I called proactively to communicate and to ask a simple question regarding my account. I initially inquired about removing the insurance moving forward. I was told no, I would have to pay which I completely understood and accepted. Unfortunately, the payment slipped my mind again during the holiday rush, so I called today to resolve everything and asked—respectfully—if the late fee could be waived. I was told no, and again, I accepted that answer without issue. What followed was extremely disappointing and unprofessional. I spoke with the site manager, Amy, who placed me on hold and returned to the call noticeably agitated. She raised her voice and stated, “You already spoke to my coworker Brian, and we already explained the insurance to you,” even though I had not brought the insurance issue up again. I calmly tried to explain that I understood and was only asking about the late fee. Despite this, she continued speaking over me, accused me of speaking over her, and ultimately hung up on me. As a business owner myself, I was shocked. This was not a conflict, a complaint, or a difficult situation—I was simply asking a question. Hanging up on a long-term customer, raising one’s voice, and showing clear agitation over a routine inquiry is unacceptable and reflects poorly on the brand. Policies are policies—I respect that. But customer service is about how policies are communicated, and this interaction lacked basic professionalism, courtesy, and respect. I hope ownership or district leadership takes this feedback seriously. Loyal customers should never be treated this way, especially when they are polite, understanding, and simply trying to resolve an account issue.
• EB

  Efrat Bearwoman

  Dec 31, 2025
  5.0
  Eimee is the best. It’s the last day of the year, raining hard. Eimee lighted my day with her positive attitude and smiles. We found the best unit that works best size/mony wise for our needs. Happy to be here today 🥰
• SM

  Suzanne Myhrberg

  Dec 27, 2025
  3.0
  This place is but not great seems like every month it goes up in price and not alot of people can afford it now a days give people a break and they need to fixes the floor on the 2nd floor it feels like you are going to fall right through the floor and all the money you are making since the prices go up every month fixes the floors and put new light blubs in where they are needed thank you
• MB

  Mark Benton

  Dec 20, 2025
  5.0
  Aimee was absolutely great very professional and I will be doing business with her again and also will be referring her business. I was very very satisfied. Deserves a promotion right now. In addition, I called the San Francisco branch and spoke to LETI, she was awesome as well… When I went there and saw that the physical space would not accommodate my situation, she referred me to the Daly City branch!! When I called the Daly City branch, a gentleman by the name of Brian picked up and gave me excellent information was very patient and explain everything he had available. The physical space was much better and the hours of accessibility was definitely better..!! So I want to give credit to awesome teamwork starting with Leti, Brian to Aimee… who Sealed and closed the deal!! Great teamwork!! I appreciate all three of you!!
• AA

  Akosua

  Dec 18, 2025
  1.0
  My experience with Extra Space Storage started off very positively but quickly became disappointing. On November 20, I contacted customer service to reserve a unit, and Adriel was wonderful—friendly, efficient, and helpful. She informed me of a one-month-free promotion, which I appreciated. She advised me to contact the office before closing to confirm a few things, but no one answered when I called. The next day, November 21, I connected with Jackie, and after some back-and-forth via phone and email to finalize details, I was told everything was set. I specifically asked whether I could access my unit after office hours since I couldn’t pick up a key due to my work schedule, and was told yes. However, on November 22, when I attempted to access my unit, I was unable to do so. I could enter the main gate using the app, but I could not access the unit itself. The app instructed me to try Door 1 or Door 2, but neither worked. There was only a tag on the unit—no key or envelope. I contacted customer service since the office was closed and was told there should have been a tag with an envelope, but that was not the case. After multiple attempts and calls, I ultimately had to leave the facility without accessing the unit. As a result, I had to scramble to make alternative storage arrangements, as I had a flight to catch. I left a voicemail for the office and asked customer service to notify them of the issue. The next day, November 23, instead of receiving a call, I received an email stating that my move-out request had been received—despite the fact that I never requested to move out. I then contacted customer service again to express my frustration and disappointment at being overlooked as a customer. While the representative apologized and said the issue would be passed along, I did not receive any follow-up until Monday, November 25, when Jackie called me back. She explained that she had been on call and that customer service should have reached out to her earlier. I'm not sure what their policy is with that, but the customer service representative specifically told me that I would not be able to reach anyone until the next day when the office opened. Jackie also shared that there was a “special way” to open the unit, which was never communicated to me when I specifically asked about access after hours. In the end, while she did apologize for the situation; neither she nor customer service ever talk about how Extra Space Storage could make up for the inconvenience caused—such as offering an additional free month or another form of accommodation—despite the fact that I never got to use the unit at all. In the end, I never got to use the unit, lost out on the one-month free promotion, and had to make alternative arrangements on my own without any assistance or meaningful resolution from Extra Space Storage. Overall, while things started of pleasantly well, it ended up becoming more of disappointing first experience, and I hope Extra Space Storage demonstrates stronger customer service and clearer communication going forward.

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