The behavior of the manager at this facility is unprofessional, disruptive, and entirely unfit for her role. I am writing to express my concerns, which have been echoed by several other tenants, as we have reached a breaking point due to her actions. I recently decided to move out of the facility primarily because of the toxic environment she has created. Her rude and disrespectful demeanor has made interactions uncomfortable, and a specific incident I witnessed solidified my decision to leave.
While loading items into my vehicle, I overheard the manager loudly and unprofessionally confronting a gentleman in front of other customers. She accused him of having someone named Isabel in the facility. The gentleman calmly corrected her, explaining that the person's name was Cristina, but the manager refused to accept this and insisted that the name was Isabel. This unnecessary and hostile exchange was embarrassing to witness and demonstrated a complete lack of professionalism.
What makes this situation even more troubling is that I know Cristina personally. Her full name is Isabel Cristina, but she does not go by Isabel. Cristina was a tenant of the facility and the very reason I initially rented a storage unit there. I am aware of at least eight other tenants who chose to rent their units because of Cristina's recommendation and her friendly, helpful nature. She always went out of her way to assist others and create a welcoming atmosphere.
Contrary to the manager's claims, Cristina was not "thrown out" of the facility. These statements are completely false and appear to stem from personal jealousy. The manager is spreading defamatory rumors about Cristina, which is both unprofessional and unacceptable. Making false claims about a tenant to other customers is a serious breach of trust, and this behavior should not be tolerated.
Unfortunately, this is not an isolated incident. The manager's hostile attitude and poor treatment of customers have made her the subject of negative conversations among tenants. Many of us actively avoid going into the office because we dread interacting with her. Instead, we find ourselves resorting to customer service for assistance to bypass her unpleasant demeanor. This is not how customers should feel--everyone deserves to feel welcomed and valued, not disrespected or intimidated.
During her interaction with the gentleman, the manager also made an inappropriate comment about the elevator, stating that it "smells like pee." This choice of words was crude and unprofessional, especially in a public setting where other customers could hear. A more appropriate term, such as "urine," should have been used if the issue needed to be addressed at all. Moreover, the odor in the elevator has been a long-standing concern that predates many current tenants. For the manager to imply that the gentleman was somehow responsible for it was both unfair and entirely uncalled for.
Additionally, she criticized the gentleman for what she termed "excessive use" of the access code, which surprised everyone. None of us were aware that there was a limit on how many times we could enter or exit the facility. If policies regarding access are in place, they should be clearly communicated to customers. Instead, the manager's accusatory tone and lack of professionalism exacerbated the situation, leaving tenants feeling confused and targeted.
This manager's behavior is detrimental to the reputation of Extra Space Storage. Her actions create a toxic environment that discourages customer loyalty and drives tenants away. She has clearly let her authority go to her head, acting more like an enforcer than a supportive employee. Her role should be to assist customers and foster a positive experience, not to intimidate or belittle them.
I strongly believe that an apology should be made to the gentleman who was treated so poorly. His experience was not only disrespectful but could also warrant legal action if he chooses to pursue it. This situation reflects a broader issue within the facility that must be addressed.
Extra Space Storage must take immediate action to rectify these issues. When customers feel unwelcome, disrespected, and unable to voice their concerns in person due to the manager's attitude, it is a clear indication that management is the problem. If this manager remains in her position, the company risks losing not only my business but also the business of many other tenants who share these sentiments. A change in leadership is essential to restore trust, improve customer satisfaction, and ensure a professional environment moving forward. read more
