SF
Shellie Frett
Jun 1, 2026
After researching and reading reviews, I was confident that Extra Space Storage would be the ideal storage company for my needs. I initially contacted an agent who was very pleasant, reassuring, and helpful. He then connected me with Bryan, the location manager for the facility I was interested in. Over the course of three days, Bryan answered all of my questions and guided me through the online rental process. There was even a minor issue prior to move-in that he assured me had been resolved with his manager.
Unfortunately, what started as an exciting move-in experience quickly turned into hours of frustration and disaster. On move-in day, the gate access code never worked. To make matters worse, the weather changed unexpectedly, leaving some of my belongings exposed to rain and getting wet while we tried to gain access to the facility.
Since the office was closed on Sunday, there was no one available on-site to assist us during what became an emergency situation. We spent hours making phone calls, and at the direction of customer service, we even canceled the original account and created a new one, only to encounter the exact same problem. Repeatedly, we were told someone would call us back within 15 to 20 minutes, yet no one ever did.
Imagine the frustration of moving items down from a third-floor apartment with no elevator, transporting everything to the storage facility, and then having to move it all back because access to the storage unit was impossible. It was exhausting, time-consuming, and extremely disappointing.
While my interactions with the staff prior to move-in were positive, the lack of emergency support and communication when a serious issue arose was unacceptable. I sincerely hope Extra Space Storage reviews its emergency assistance procedures and ensures customers have access to someone who can provide timely help when problems occur, even if that means offering after-hours support for an additional service fee.
Overall, this experience left me extremely frustrated and disappointed.
