One should note that this is not a review of this local facility, but more of a review of the poor performance of the overall company. I just happen to use this facility.
PROS
Extra Space Storage has built a large number of very modern climate controlled facilities that are really nice. They are clean and have easy after hours access through key pads. The cost of these facilities is likely significant so they will likely have to charge premium rates to support the associated costs. The biggest complaint I see in other reviews is the regular rate increases allowed by their contracts. This is a very clever strategy commonly employed by many companies, but the quality of their facilities may actually justify it. Even the local and regional staff are nice and provide a good level of customer service
CONS
The local staff and facilities have a minimal connection to corporate activities such as their website and the associated payment and management facilities controlled by that website. This is where my problems began. It began with some misinformation that caused me to waste some of my valuable time, and then escalated to violation of legal business practices that made me waste even more of my time. The local staff tried to help, but they fell short, and they are only empowered to give me $25 off of my rent when things really go bad. I work full time and I am the primary caregiver for my son and wife who both have significant medical problems so my time is extremely valuable. The more recent problem is a malfunction of the website that does not allow me to pay my bill on-line and does not allow me to get a monthly invoice to pay my bill. Failure to provide a valid invoice eliminates any legal expectation of payment and that is my complaint (see details below). If I had regularly paid the bill, this precedent might imply an invoice, but I have not due to the malfunctioning on-line system.
MY SITUATION
My problem is that I am very busy, and I usually visit the facility and manage my account and bill payment outside normal office hours. Currently I have no access to my account due to problems with their website that the staff admits is occurring. My first complaint was that they put a lock on my unit because I failed to install my lock within a couple days. They do this as a reasonable security measure, and I suspect that this is outlined in that long wordy contract that none of us read completely. I just wished they would have told me explicitly that I need to install lock within a couple days or they would lock it. It caused me to waste two hours of my time showing up on a weekend to find my unit locked. More recently there on-line site and bill pay system does not work and won't send me an invoice or allow me to pay my bill. This caused me waste another two hours when my account was locked for non-payment. I want to manage my payments on-line and setup autopay in case I want to change the card or details, but after a month of trying they still can't fix the problem. This is ridiculous for such a large company. read more