Extra Space Storage

Nadim was terrific. Great attitude, very helpful. He also granted me a few concessions which saved me money. During the stress of moving, it was nice to know that this aspect of storage wasn’t going to give me a headache. Would use his establishment again.

The service here sucks to say the least. We just signed up to get the unit on Saturday and I should have went with my first gut feeling. There’s a sign stating that the first month is free but said we could not get the first month free because it was his last unit in that size. When I asked if he had other units available if the first month free would apply he said no. He said only when they have that special available and I told him they have it available based on the sign. He said that it says see manager for details and it’s not available it’s just to get people in. Stupidly we still signed up and advised him that we would be moving in the same day he said okay and provided us with the code. After we left my husband loaded up the car and took it to the storage unit only to find a lock on the unit but the office was closed. My husband said the wall of the unit was bent in. I called and left a voicemail that Saturday and it’s close to the end of the business day on Monday and still no return call. I spoke to another location who tried to get an answer and they weren’t able to get an answer either. I will not be staying at this location when they eventually decide to remove their lock from the unit we paid for and it’s doesn’t seem like customer service is a priority or concern,

After I posted my first review, I got an email from the manager saying that after talking with his superior, they would give another lock and I could either pick it up or they could send it to me by certified mail. I was staying out of town and could not pick it up, so I told them to send it to me by certified mail and not to charge my card for this as it’s nothing I should have had to get in the first place. When I recently returned to town, I went to my mailbox to pick up the key, but it was not there, and there were no delivery notification slips, nor was there the usual email notification from my mailbox provider that I had mail to sign for. It appears that they never sent the key to me by certified mail as they said they would. Now I dread dealing with them and will remove my belongings so I don’t continue to deal with the burdensome schemes of the manager. Had he been honest with me when I confirmed that I had a 10×20 and that would be no hidden charges or complications when I arrived with my belongings, this could have been avoided. Instead of making it right, he’s done nothing to correct the situation as far as I know.
Added: After spending 21 minutes on the phone with the call center for the national office, the best they would do for me is to document the call, send an email marked «urgent» to the district manager, and tell me that I should be contacted «within 48 hours.» While the center representative was very polite and appreciative of the challenges the manager was creating, she said she had no authority to do anything that would get this addressed today before I had to deal with that manager and that she did not have authority to give out the phone number of the district manager so that I could contact him directly. She stated that if the call center gave out district managers’ numbers, they would be flooded with calls from customers. I responded that that was an indication of the attitude of the company toward customers. I said that I understood that she didn’t make the policies and personally did not have the power to do more, but that it was unacceptable. She had said that it might be Monday before I’d hear back. But, I’m going out of town again and this would result in me not getting my things out before I was charged for a full month for a 10×20 which I don’t have anyway. While she was empathetic, she said she could not do more. Before I hung up, she asked me to wait while she talked to a supervisor. She got back onto the phone and said that she couldn’t do more than to mark the email as urgent. I told her that I can’t wait that long and needed a phone call to be made now so I could remove my things without more trouble. But, she said she couldn’t do anything more. I had pointed out that I’ve had to take off work and spend a lot of gas money to do this at this time since my earlier plan of moving my things from another storage unit into this one is not going to work out due to the management practices. (I had thought I would save money but it’s not worth it if I can’t trust the management.) Nothing I said apparently was sufficient based on their policies. Although the representative was very polite and professional and no doubt doing her job, the fact that the company policy dictates that even when the local center is at fault, the customer must wait for days to get a situation resolved even if that costs them income and other expenses indicates to me that this problem is not just with the manager of the local site but also with the national management in Salt Lake, Utah. I will add details as they emerge and report on any interactions with the manager.
The district manager Tim called me this afternoon and was very professional and polite, and apologetic. He empathized with my concerns and said he’d talk with Nadeem and make it right. He asked me what he could do to make it right and I didn’t have an answer. He offered to rent me a unit at another location, but they were more pricey due to the location. He offered to rent me another unit at this location, but my objection was dealing with Nadeem. I told him I’d think about it and get back to him. By the way, when I told Tim that Nadeem had said that his district manager had authorized him to put a lock free on the other unit and either give me keys in person or send them to me by certified mail, Tim said that Nadeem had never contacted him about the matter and that he had not advised him of that. Tim did offer to put a lock free on the other unit and send or have me pick up the keys according to my convenience. I agreed to pick them up on my planned date to visit the unit. As I told Tim, my objection to continuing the rent the unit and especially to bringing my things from the UHaul storage place in another town to save money was that Nadeem was dishonest with me before I brought me things and after as well. Will update as things develop.

I’ve used this facility for several years and the service has been excellent. The managers Nadeem & Sabeen Tabani are friendly and always say hello when they are on property. They also keep the property very clean. I would highly recommend this facility for your storage needs.

i love the couple managing this location. they are the friendliest ever BUT :
— the uneven concrete is so scary to drive on.
— buildings are confusing & they dont give out maps
— their other customers are inconsiderate ignoramuses & park in the middle of the road. (i’ve encountered two separate instances where they thought to just park in the middle, as if there was space on either side for other cars to pass)
— we moved in on a sunday & apparently our lock hinge is uneven & does not fit the standard round locks (which we brought fr another ess location). we were told to buy a smaller lock until they fix the door. another $ 6 – 10. Manager only offered a $ 10 rebate (when, really they should do a 1 month free for our trouble & time wasted).
LASTLY i HATE how ess always advertises 1month free but you get there & its only for certain units. the internet price is not that much lower & since i asked them to apply a AAA promo (free month+$ 15visa GC), it encountered an error. Because it refused to give a free month for our unit. Of course, you dont get to know this until you’ve already booked the unit.