Extra Space Storage
🧰 Other Services · Brooklyn
total experiences
replied on google
Most reported issues
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Experiences
Monthly storage rental rates were increased significantly after initial assurance.
Business reply on Google
Please feel free to reach out to us at (718) 596-7867 to discuss this further.
Stored items destroyed by water damage and mold in storage unit
Business reply on Google
We are deeply sorry to hear about the water damage and mold that affected your belongings. This situation is completely unacceptable, and we take full responsibility for not informing you about the potential issues promptly. We understand the frustration and disappointment you must be feeling due to the loss of your items. Please contact us immediately at (718) 596-7867 so we can discuss the situation in detail and work towards obtaining appropriate compensation for your damaged belongings. We want to address this issue promptly and do everything we can to make things right.
Storage unit has structural defects and poor facility maintenance.
Business reply on Google
We understand your concerns about safety and unit quality. We take these matters seriously and want to address them promptly. Please contact us at (718) 596-7867 to discuss these issues immediately. We would like to hear more details about your experience and work towards resolving any problems you encountered during your time with us.
Significant rent increase and unprofessional staff behavior at storage facility.
Business reply on Google
We're sorry to hear this, Steven Heyen. We understand the importance of offering a top-notch storage solution at an affordable price and will use your feedback to assess our pricing in the future.
The manager was unhelpful and repeatedly placed the customer on hold.
Business reply on Google
Your feedback is invaluable to us, and we appreciate you taking the time to share your experience. We're deeply sorry to hear about the difficulties you encountered at our facility, especially given your extensive history with Extra Space Storage. We understand how frustrating it can be to receive poor customer service, and we assure you that this is not the standard we strive for. We would like the opportunity to address your concerns directly and make things right. Please feel free to contact us at (718) 596-7867 to discuss this matter further. Our team is committed to resolving this issue and ensuring that your future experiences with us meet the high standards you've come to expect from Extra Space Storage. Thank you again for bringing these concerns to our attention.
Staff failed to provide written confirmation of payment date changes.
Business reply on Google
Please feel free to contact us at (718) 596-7867 to discuss this matter further.
Inaccurate unit descriptions led to unexpected price increases and additional moving…
Business reply on Google
We're sorry to hear this, Madison. We really appreciate your feedback and would love the chance to make things right. Please call us at (718) 596-7867.
Staff member posted a fake positive review using the customer's phone.
Business reply on Google
We're thrilled to hear about your great customer service experience with Jafirs at Extra Space Storage. Thank you for sharing your feedback!
Stored belongings damaged by water leak and mold due to negligence
Business reply on Google
We sincerely apologize for falling short in maintaining the condition of your belongings and for the distress this has caused you. We understand how valuable and irreplaceable personal items can be, especially artwork and family pictures. The loss of such sentimental items is truly heartbreaking, and we deeply regret that this happened under our care. We take the care of our customers' possessions very seriously, and we deeply regret that we did not meet your expectations in this instance. Your feedback about the need for better inspections and communication is invaluable to us. We recognize that we should have been more proactive in identifying and addressing the issue, and we failed to keep you informed about the situation affecting your unit. We appreciate you bringing this to our attention, as it highlights areas where we need to improve our processes and services. Your experience is not representative of the standard of care we aim to provide, and we are committed to doing better. Please contact us at (718) 596-7867 to discuss this matter further. We would like the opportunity to address your concerns in more detail, understand the full extent of the damage to your belongings,
Facility has poor maintenance, pest issues, and inaccurate unit sizing.
Business reply on Google
Please excuse any inconvenience you experienced during your visit to our Extra Space location. We sincerely appreciate your detailed feedback about the facility conditions, including the musty smells, boarded-up walls, and carpeting issues. We take your concerns seriously and will address them promptly. Our team will investigate the discrepancy in unit size you mentioned regarding the 7x10 space. Thank you for taking the time to share your experience, as it helps us improve our services for all customers.
Stored items were damaged by water and mold without compensation.
Business reply on Google
We deeply regret to hear about the damage to your items after being a loyal customer for so many years. We understand how distressing this situation must be for you, especially given the sentimental value of some of the affected items like photos. While we appreciate your kind words about our staff's courtesy and helpfulness during your move-out process, we recognize that this doesn't make up for the issues you've experienced. We would like to address your concerns regarding the claim process and the difficulty in contacting the responsible parties. Please contact us directly at (718) 596-7867 so we can discuss your claim further and work towards finding a resolution.
Facility was locked during business hours with no staff present.
Business reply on Google
Thank you for sharing your concerns regarding your recent experience at our facility. We sincerely apologize for the inconvenience you faced when trying to access your storage unit. We appreciate you bringing this to our attention, as it helps us improve our services. We value your business and are committed to addressing your concerns.
Inaccurate lease dates, broken elevators, and obstructed storage unit space.
Business reply on Google
Please accept our sincere apologies for any inconvenience you experienced during your time with us at Extra Space Storage. We take your feedback very seriously and appreciate you bringing these issues to our attention. We understand your frustration with the move-in date discrepancy, elevator problems, and price increase communication. These are certainly areas where we need to improve our service. We will be reviewing our processes regarding lease start dates, facility maintenance, and customer communication to prevent similar issues in the future. Our goal is to provide a smooth and hassle-free storage experience for all our customers, and we regret that we fell short of this standard in your case. Thank you for taking the time to share your detailed feedback. It helps us identify areas for improvement. We would welcome the opportunity to discuss your experience further and address any remaining concerns. Please feel free to contact us at (718) 596-7867 at your convenience.
Storage unit rental rate increased significantly without clear prior communication.
Business reply on Google
Hi Diego, thank you for your feedback. Our unit rates change based on market values and we adjust them periodically to reflect those changes. We are more than happy to look into your rate increase with you to see how we can assist. Please give us a call at 888-storage.
Storage unit dimensions were smaller than advertised with hidden fees
Business reply on Google
Thank you for taking the time to share your experience, Diana. We appreciate your feedback and will forward your message to the appropriate group so we can work to improve your experience with the dimensions. We understand that additional fees can be frustrating. For additional details on insurance fees and policies please visit our website FAQ section, stop by the office, or give us a call at 888-STORAGE. We are more than happy to look into your rate increase with you to see how we can assist.
The business significantly increased monthly storage rental fees after three months.
Business reply on Google
We're sorry to hear this, Taro Tomiya. We understand the importance of offering a top-notch storage solution at an affordable price and will use your feedback to assess our pricing in the future. We would be more than happy to look into your rental rate with you to see how we can assist. Please give us a call at 888-storage.
Company refused to honor a quoted rental price after a delay.
Business reply on Google
Patrick, we appreciate you taking the time to leave feedback. We aim to provide top-notch customer service and are sorry to hear your experience did not reflect that. We value your comments and will use them to make improvements in the future. Feel free to reach out any time at 888-storage.
Customer is unable to access storage unit due to facility malfunctions.
Business reply on Google
We really appreciate you taking the time to share your feedback, Terence. We would love to talk to you more about your negative experience. Please give us a call at (718) 596-7867.
Significant and frequent rent increases for existing storage unit customers.
Business reply on Google
We're sorry to hear this, Steve. Providing a great customer experience is very important to us, and we are sorry that your initial experience did not meet that standard. Your original monthly rate is not guaranteed for the life of your rental with Extra Space Storage. This is because we are strictly month-to-month leasing. You may see an increase within 4-9 months depending on the market. Will you please give us a call at 888-storage to discuss what other options we may have for you?