TLDR: I hired Extra Space Storage to hold onto some of my items for 6 months while I was between apartments. When I went back to collect my things they were gone. I had put my items in the wrong locker (C498 was correct and I put them in C489), they held onto my stuff for three months, then threw it away. I'm asking them for a refund on the correct locker that I never opened once ($638.74) and they've brushed me off entirely.
On June 29th I moved $700 worth of personal items, including furniture, kitchen appliances, and other smaller items into locker C489 at Extra Space Storage. I left my things in the locker and left without any word from staff. I never received any emails or calls regarding my items from Extra Space Storage for the following six months other than to charge me. They charged me about $76 a month for the first three months then increased to about $142 per month the last three months for a total of $638.74.
When I returned on November 30th to pick up my stuff with a uhaul, the key I had for locker C489 did not work. I checked the app and saw the correct locker was actually C498. C498 was entirely empty besides the lock and key the facility provides to its customers. The manager allowed me to look inside C489 and it was full of someone else's stuff.
This Tuesday the manager of the Young Street facility called and informed me that I had put my things in the wrong locker, the facility had held onto it for three months and thrown it away. I asked for a refund of the $638 I spent on the correct locker. He declined but said he would talk to his district manager. I asked if I could speak to the district manager and he said as per company policy I could not.
For the rest of the week I have been calling the store manager every day about the refund. He has told me that the district manager will not give me a refund because this situation was based on my mistake. I have called the corporate offices repeatedly and nothing has been done. Having exhausted all other avenues I'm making this post.
I understand fully that I made a mistake. I am not pursuing the $700 value of the items they threw away for that reason. But it does not seem fair that they get to throw away my items without making any attempt to locate or contact me and then continue to charge me for a unit I never used. I never used the proper unit because I had no idea my items were in the wrong unit. read more
