Extra Space Storage

Nice working with TJ today making my experience an absolute success.

I’ve been a customer of Extra Space Storage for over a year, (but shouldn’t have been based on the experience this company gives its customers) yet, my own time constraints and scheduling issues have delayed my inevitable move out of this hell hole of a storage facility.
This company is the epitome of bait-and-switch with their unbelievably deceptive pricing and contracts. They suddenly increased the rates without clear communication or justification. And the amount that they increased it to will blow your mind. When I signed up, I was given one rate, but they’ve since “flipped the script” and are now charging me more than double an initial rate.

My latest experience today with the store manager, Shonda, (which was nothing short of infuriating) has made me feel compelled to share.

I was on a time crunch moving large shelves into my storage unit when I arrived and soon realized I didn’t have the right key. I called Shonda to ask if there was any way I could break the lock (at my expense) to resolve the issue. She informed me that they couldn’t help because the grinder they use was at another office, and she didn’t know when it would be returned. The disinterested look upon her face and her quick shrug of her shoulders, said it all without saying that it could be all of eternity before it was returned and/or she made an effort to find out. You would think the immediate next step would be a (no-brainer that involves as a little effort as to push buttons on a telephone keypad) and call said facility to find out, but no further action was taken or offered. If ever there was a BELOW-basic-level managerial skill set to be applied, this was it.

Trying to brainstorm a solution myself, I then asked if I could temporarily store my shelves in one of the NUMEROUS empty storage units that had accompanying locks for just an hour while I retrieved my keys. There were at least seven empty units just on the row I was on, so this seemed like a reasonable solution. However, Shonda quickly dismissed the idea, stating they rent the units by the hour—an excuse that was both illogical and unhelpful given how many units were visibly unoccupied.

Rather than offering any alternative solutions or showing the slightest bit of empathy, she was cold, dismissive, and outright rude. Her attitude made it clear that she didn’t care about helping me or making my experience easier, even though this could have been resolved with minimal to no effort on her part. The more and more I tried to find a solution the more it became evident that this became an aggravating factor to her and her reasons for declining were out of spite as attitude became evident in her voice, and there was no logical reasons being applied to why these solutions were being turned down.

Because of her indifference and unwillingness to offer any assistance, she basically let me know I had no choice but to load everything back onto my truck and delay my move—all for something that could have been resolved in under an hour. However, thank goodness I had a friend that was willing to stay with the shelves while I headed back to my house to retrieve my key so this did not happen.

The lack of customer care and problem-solving, combined with the unprofessionalism displayed by Shonda, is unacceptable. If you’re considering think twice. This level of service—or lack thereof—does not reflect a company that values its customers.

Excellent Customer Service! I would highly recommend.