Extra Space Storage

Terrible service — they jacked up the rent 30% in one year and then, announced that they are closing the location at 41 flatbush, with less than 30 days notice.
This is terrible customer service because if you’re in talks to sell a building, then you shouldn’t be actively selling any space.
To be fair, their in-​store customer service was pretty good. They kept their hours and the people responded.
Now, we’re confronted with having to move our goods within 30 days when I strongly feel that the business shouldn’t have taken our account, if they were considering a move. With escalating rent in Brooklyn and Queens, think about if you want a service that’s going to do this to you in the next 5 years.

These people will cheat you. They advertise prices online and have completely different ones when you get to the store. Then when you ask about the online prices they refuse to honor them. Go elsewhere.

Had a great experience with the office. Very friendly. Helped us get the spaces we needed.

It is a storage place my friends. Do your homework, talk with the staff, ask questions, compare prices on the website, go on site. Of course it is better if you need the space only for 1 or 2 months. Get rid of your junk and save!
Staff is very good and useful and if you do your homework and get a low price, chances are you won’t be mad at them. Don’t count on them to give you the cheap rate though. You have to find it ( Unilocal discount, company website…)
Good luck and please send my regards to Mike and Char!

I rented a unit in May 2013 and asked for auto pay to be set up on the same credit card. After moving in, I did not have reason to return to the facility until July to add more items. It was then that I discovered that my account had been locked out and was told that I was days away from my locker contents being put up for auction for late payment. Apparently auto pay was not set up.
I paid the overdue rent and was was told I had to pay a late fee. I asked why I was not notified of the overdue status I was told «an attempt was made to contact me by phone.» But told her that they should have left a message if they couldn’t reach me on my cell phone. I checked my phone records with T-​Mobile. They could find no record of any call, nor any voicemail on the system from Extra Space Storage. No letter was every mailed. I went home checked my e-​mails and junk mail folders no e-​mail notice was ever sent.
I notified Extra Space Storage about this issue and was sent a reply by Collin Pearson
on July 21 saying they would look into the matter. Months went by and nothing.
As soon as I was able to, I closed my account a moved out. A week later I was called by another Extra Space Storage rep to ask about the incident. I told him unless they were giving me a refund for the late fee why were they calling me and bringing this up? All he could say was «I apologize but My records say we attempted notifying you.» to which I reminded him that T-Mobile’s phone records say otherwise.
Look, If I failed to pay my rental unit fees, then I’m willing to admit pay any late fee. That’s my bad. But don’t lie to me and tell me you tried to call me when my recrods show that you didn’t.
I don’t trust that this facility is well managed or that this company is either. Go with another storage company.
Customer service in Brooklyn is bad, we all know that. But it’s only because we put up with it. I’ve written to the CEO of this company. If you’ve had your own problems I suggest you do the same.
Spencer F. Kirk
CEO
Extra Space Storage
2795 East Cottonwood Parkway, Suite 400.
Salt Lake City, Utah 84 121

Do not use Extra Space Storage on Flatbush. The last time I had come in to grab a few items, I saw roaches and bugs in the hallway, so I decided to move to a cleaner facility outside the city. I was terrified of getting roaches or bed bugs from someone else’s unit!
I came to pick up my belongings only to find out they had been auctioned off one day after the store manager, Michael, left a message asking «if possible please give us a call back». You would think that if you were auctioning off all of my possessions, a little urgency in the voicemail message would be appropriate.
When I spoke with the store manager, he belligerently refused to answer any questions and repeatedly hung up on me.
Over the course of the past year Extra Space Storage repeatedly ‘lost’ my autopay info and then sent out emails saying my account was overdue. When I called they would say there was a problem with my card. I called my bank and they would have no record of an attempted transaction and confirmed that the account was in good standing.
This most recent time, Extra Space Storage said they had no record of my last phone call and payment. I had not received any emails saying my account was overdue, as I had previously, so I was not aware there was a problem. By the time I returned their call, my belongings were gone.
I eventually was able to find out from Extra Space Storage’s main customer service number that my storage unit, containing a lifetime worth of belongings including a large Samsung flat screen tv, electronics, designer clothing, a new $ 2k sectional, jewelry, instruments, etc. sold for $ 50 and a bill had already been sent to collections for a balance of $ 600 for the 60 days they claimed were unpaid and various overdue fees.
Next, I started getting calls from my bank that my credit card was being used in states that I had not recently visited. They said based on the type and location of the transactions it was likely someone had taken my info and printed up their own card.
I’ve had to have all my cards reissued, sign up for credit monitoring, and get secondary bank accounts to protect my savings. Not only did I lose all of my possessions, personal items like photographs, and financial paperwork, I have also been the victim of identity theft as a result of this experience.
You would be better off burning all your belongings and saving yourself the monthly fees.

BEWARE bait and switch at its best. Got a 5×5 unit 18 months ago for $ 45, just closed my account after another insane increase ($ 45, $ 63, $ 77, $ 85). sc*m b*gs!

Wish I had read some of these reviews before I decided to use Extra Space Storage. I had no idea that my rental rate was subject to arbitrary increases. Upon reviewing the contract I see one line in the 11-​page document which states «All terms of this agreement are subject to change upon 30 days prior written notice to occupant, including, without limitation, rental rate changes, usage and other charges. » Without limitation… how sketchy is that?!
I searched my email inbox and trash and can’t find a notice alerting me to the rental rate increase.
I have never utilized another storage facility so I can’t say if this shady business practice is in fact «industry standard» as the company claims.
I also find this facility to be incredibly inconvenient as M-​F you can only access your locker from 8am to 7pm, which makes it difficult to get there before or after work.
I did have a good experience when moving my belongings into the storage unit with regards to customer service and the condition of the unit itself. But I have not been back since to check on my unit so hopefully everything is still in tact.

I researched many storage facilities in Manhattan and Brooklyn before deciding on Extra Space Storage because of the good pricing and convenient location. However, it is very important to visit the space beforehand because a unit that’s 5×5 is not necessarily a square. Some spaces have columns or odd layouts. Keith was extremely helpful and patient in showing me several spaces before I was satisfied. And the payment and reservations process have been very smooth.

HORRIBLE. Left our worldly possessions there for a year and came back to find water damage from a leaky pipe and rat poop all over everything. We had bought insurance and after taking photos of the water damage and sending them to the storage company (who promised to forward them to the insurance agent), we were told by the insurance company they never received any photos and that the storage company denied any water damage. INFURIATING. DO NOT USE THIS COMPANY. It took ½ year but finally the insurance company reimbursed us for the damage.

Extra Space Storage was a great solution for storing everything I owned, initially for a 3-​month period during a trip abroad. I ended up leaving my stuff in storage for a year. When I was back in the states, I needed to access my things regularly and had no problems getting in and out of the building (during their open hours). The unit I selected was climate controlled and even after a year, my stuff was not covered with dust, nor was there any sign of bugs or rodents. I only used a combination lock to secure my things (not that I recommend that, I was just too lazy to find a sturdier lock that fit in the door). The facility provides free carts that you can use to cart loads of items from your unit, and the overall atmosphere is very clean and welcoming, unlike a lot of other facilities that I have seen in Brooklyn. In addition, it seems pretty secure – you have to use a code to use the elevators to get to your unit.

I had to leave town for 10 months in 2009, and so I needed a place to stash my stuff. Extra Space Storage was where I chose — they came to pick my stuff up and brought my boxes to the facility as part of a promotion. Getting my stuff out again was my problem, though.
It is not the nicest facility. The elevators were not always working and I had to wait around more often than not to get to my lockers. It was not climate controlled and quite hot in the summer. There was a lot of traffic on some days and you’d have to people blocking the aisles.
However, I didn’t have the problems the other reviewers did. I used a credit card for my fee and therefore I had no billing issues. While I was away I did have a reason to check with them, and they answered the phone and worked things out. Most importantly, the facility was safe and my belongings were secure while I was gone.

Extra Space Storage is a case study in bait and switch pricing tactics. Their business model involves offering a low introductory rate and then unbelievably frequent increases. We were a customer for 2.5 years and after they first 12 months, they raised the rates 3 times until we were paying 45% more than the initial rate each month. They don’t offer long-​term leases precisely for this reason.
The local employees are powerless and clueless. They do not pick up the phone.
The storage itself was adequate, but just be warned if you want to use them for more than 12 months.

Unethical business practices. Account was on automatic withdrawal. Expiration date expired while away. Upon my return I immediately called to update the information. Left four detailed messages on their voicemail during business hours. Did not return the calls. Instead sent a notice of lien requiring $ 110 in fees. Manager has not returned my call. The may be the cheapest in the neighborhood, but buyer-​beware, it may end up costing you more in the long run.

I wish I could recommend this facility, but I can’t. For two reasons: poor security and poor customer service. For 3 months the same access code to the elevators and to individual floors was the only one in use. That means as every person going in and out of the facility, movers and customers alike, potentially had free and easy access to each floor for 3 months. It was a big security lapse, not to mention a personal security lapse for someone wanting to using their storage space on an empty floor.
When I asked when it would be fixed I was repeatedly met with irritation. The answer would be «this week» but every month when I returned, it hadn’t been fixed. I called the company to let them know there was a security issue and I was delighted by the concern at the call center. However, after calling a number of times to speak to the manager of the facility, my call was not returned. Then I moved on, asking to speak to the district manager. Again my call was not returned. I called 6 times, but never heard back.
A storage facility can offer two things: space to store your belongings and security for your belongings. Security is not a priority here. Use at your own risk.