Extra Space Storage

Great location for storage

From my first call to their main number to my personal experience with Teresa at the Queen street location my experience was awesome !!!

This facility is new and clean but they are still working through lots of quirks. Their gates are also broken due to people backing into them which create huge inconveniences. An email should have been sent out to notify everyone of the gate issues but nothing was sent. I haven’t been able to access my unit for days. Also, the increases are ridiculous. I had $100 increase in one go. There really should be some sort of rent control. However, the workers are amazing. Shawn was super informative and helpful. The 4 stars are definitely for the workers at this location.

When we first moved our belongings into this facility in November after our move to Oahu I would have given it five stars. The facility was new, clean and the staff very helpful. However, things have gone downhill and fast. There are homeless people using the upper units for storage but they hang out there in them for long periods of time. I have personally witnessed this and reported it to management, was told they would look into it and that they had an idea who they were, but we never received any feedback. Then we came another time and had broken glass and trash in front of our unit clearly dropped from the unit above us, the employee I spoke to said they would get it cleaned up and they did but still no answer on the homeless people renting units! Both of their huge front and rear entry doors are now damaged, the back one has been permanently closed for at least two months and now the front one is damaged too. Today (a Sunday) we showed up to spend some time rearranging our storage and to retrieve items we NEEDED and the entire facility is locked up the gate is not working, no keypad access and there is a temporary fence blocking entrance with a notice that units can be accessed during office hours only. WE DID NOT RECEIVE ANY ADVANCE NOTICE of this closure. There was another tenant there with the same issue, a car full of stuff and can't get in to their unit. We should have been notified by email or text of this issue. We also will be asking for a reduced monthly rate if we can't access our unit other than office hours. I would never rent here again unless these issues are solved. I will update this review if that happens.

The 5 star rating is for the facility and employees that work there. As far as things that are out of the employees that work there is the way upper management handles concerns that are posted and should be handled without having to tells us the customers to voice their concerns by calling. You know what problems esp the damage to the gate by reading the posts that we write so why should we have to call. You know the problem so get someone higher than you to make that mgmt decision to fix the damn the problem. Adding in 2 cents more, the raising of the rent is understandable however we should not expect to see another one for at least a year. But my gripe is when i came on board with you, although you are not 24hrs access at least you provided access 7 days a week. So in the meanwhile you raise the rent which we can complain but have to live with it and then some idiot smashes the roll up door causing problems with access. Then today 2/16 without contacting your customers i went down and find out that there is a double gate which is chained up and access to the units can only be had during your office hours. That does not sit well with me or alot of customers that were there to unload or pick up things from units. Myself and others have only sundays to go there because of a hectic work week, having family time on saturdays and now denying us on sundays to get to our units.
First you should not be penalizing us for the roll up door damages. Why dont you get the idiot that damaged it to pay for it. If it was a hit and run then why do you folks have security cameras there? I am also sure that the facility has insurance to pay for things like that but judging by the cheaper way to fix it i am starting to wonder if you have any insurance at all. Second you take everyone's rent for the month and divide it by 30 and whatever the number comes out to multiply it by 4 and that number should be subtracted from the monthly rent of everyone because we all signed up for the 7 days a week access and now you are only giving us 6 days and on top of that we are paying the increase in our units so do the math and look at the total picture instead of being the horse in the parade with blinders that can only see what is in front of it and for you that is making more money, not crediting the 7th day no access trip without any heads up to us. Whoever made the decision to put the dual gates is more of an idiot than the person who damaged it in the first place. Why dont you folks lo9k at other storage facilities and see how they operate their access to get in, you might learn something about how to fix it and keep your customers happy.
So you wanted my opinion and feedback so here it is. If i find later that i get singled out for repercussions to this post then lets go. I have documented from day one everything that is important for me in order to protect myself from situations like this one.
You know what is the right thing to do because we do
I gotta say one thing about this trip with the gate and that is it may prevent yhe homeless people that come at night and make a bed with your carts to sleep there. I have had no run ins with them except for the lack of carts available if there is alot of homeless people there. Your prompt response and action to this matter is greatly appreciated

Sincerely,
Milton Isono
Unit# 3050