Extra Space Storage

Vera J.
Not all storage facilities are created equal. Extra Space Storage in general is a fine facility. It stands out above many others because it is clean and well managed. At the Old Staples Mill Road location, the staff members are friendly and welcoming. They are customer serviced oriented, listen to what you tell them is your need and plan for storage. They «get it» and understand that sometimes a person only has a short –term need versus a long-​term need for storage. The professionalism and experience of the staff shows in how they customize the unit selection for each person. Also, they try to give you the best value for the dollar.
I’d say «thumbs up», «sold», «five stars» for «Sarah» and her colleagues. Count me in as a return customer!!!

I wish I could give this business 0 stars. I have never in my life had the most unorganized ridiculous customer service.
1-​Ignore the many large signs that say «first month free» as it only applies to «certain units» when you ask about that promotion.
2-​They say they have a moving truck HOWEVER on the day we scheduled to use it my husband showed up and it was broken down. He was left scrambling to rent another truck last minute as this was our last day that we had to move. I was given an apology and they offered to give me $ 25 off my next months rent (which I never received and wasn’t exactly equivalent to the over $ 100 we had to spend on the rented truck.)
3-​I called to tell them when our last day in the unit would be, then they charged me for a full months rent. When I asked why they didn’t pro-​rate it, I was told I needed to tell them to do that so they reversed my payment and told me to pay on the last day.
4-​Since that call I have received three phone calls and a past due notice about my payment. Each time I’ve told the associates that they should have my card on file if they need to process a payment and they told me my account was fine and this was their mistake.
5-​On the day I was scheduled to move out I showed up with the movers that I had hired and my access code said it was suspended. It appears that due to some glitch in their system showing my account is past due is what has created this situation.
I’m writing this review as I sit in their parking lot, paying movers by the hour, waiting for the storage office to open so that they can fix their mistake and I can get my belongings.
This storage facility has caused me more problems and cost me more money than just my storage fees. I would not ever recommend this business.

My girlfriend and I are moving from Pittsburgh to Richmond and needed some storage space until move in day. Tim and Lorraine both took the extra time to make sure we had everything we needed to make this happen. The only reason I am not giving a five star rating is due to not being informed of the promotion that was going on. I actually had already left the facility before seeing the sign for 1^st month free. When I called back I had to actually ask again about it, what units it applied to, and we’re we eligible for it. If not, I would have paid the $ 67 I was quoted at in the office for the first months rent.

Other than convenience that’s all I would give the two stars for. I rented a unit that supposedly had climate control. That was a lie. Over priced! I lived up the road and the majority of the time I drove by and the gates were still open after the time displayed on their sign. Not much security if the gates are open. Tried to throw trash away (paper) into the dumpster that lately states «only small items» and the person who works here for in a tizzy for me doing so. I pointed to the sign and stated that I pay enough money for a unit to be able to throw a piece of paper away that was flying by. Next time I’ll leave the trash there and you can pick up your own mess. Glad my stuff is out of there. I’m saving $ by not having this unit.

5 Stars hands down. If I could give 6 stars, I would. I had the most amazing customer service experience here that I have had in recent memory. And I’ll tell you why…
I went online to reserve a unit and not even 2 minutes later my phone was ringing. It was Tim from Extra Space Storage calling to welcome me and ask if I needed anything prior to moving my items into my storage unit. With some people, you can tell that they get the most joy out of helping others and providing brilliant customer service. Tim is one of them. He guided me through every single step of the lease process like a pro. He took me down to my unit to make sure everything was ok with it, then when I mentioned (not even trying to send a message!) that it was really cold in there and I’d have to remember to bring a sweater next time, he immediately insisted that he move me to another unit in a more temperate environment. I definitely was not expecting him to do that, but it was so nice of him and I’m really happy with my current unit.
Upon signing the lease agreement, he noticed that the computer did not give me the correct «first month free» credit. Instead, it only gave me half. Tim explained multiple times that he would give me a credit toward my next month’s rent and it would all even out. I wasn’t as concerned about it, but he was so apologetic and kept wanting to make sure that I trusted that he really would give me the credit. Tim more than earned my trust during our time working together, so I am not worried in the least that I’ll get my credit.
I was not expecting to have superior customer service at a storage unit. In all honesty, my mind was blown. These people love what they do and they are the best at it. It doesn’t hurt that Extra Space Storage is less than a mile from my home and right next to Target (for your storage organization needs).

The space is nice, clean and easy to access. The gentleman and lady I spoke to initially were both extremely pleasant. The only thing I did not like was that the pricing was not clear up front. I called and asked about the rate and was told $X/​month when I called back to confirm my reservation the lady confirmed the same rate. However when I went to sign up there was an additional $ 10 insurance fee that was not disclosed up front. Felt a little like bait and switch since it was never mentioned at all previously that I would have to pay for insurance. Would have rather they told me that in the beginning. I had invested about 30 minutes at this point already touring the space before they told me and I didn’t have time to shop around so I went ahead and signed up. That was the only negative portion of my experience.

I totally enjoyed my experience at ESS. with Lorriane.who is very professional. The units are clean and easy access. I would highly recommend them to my family and friends.