Extra Space Storage — Attraction in San Antonio

My background in college is "Consumerism," so naturally, I've spent a lifetime being a good consumer on behalf of myself and my family. Since I was unfamiliar with ExtraSpace Storage, but its location was ideal for us, I decided to explore its possibilities, as well as those of your competitors nearer to our home's vicinity. I telephoned several storage companies, researched their offerings online, and read their reviews. I was pleased to see that my first choice had stellar comments from previous reviewers. (I usually focus on one-star comments versus 5-star reviews, though the entire perspective of the package is worth the read.) Shortly after my call to an on-site rep, who turned out to be the property manager, John Semo, I visited the facility for just a few minutes before its day's closing. Mr. Semo was both professional and pleasant, and encouraged me to return to explore the various specific storage offerings when more time permitted. I returned the next afternoon, and we walked the property, taking a look at those options. John Semo was patient, and he provided relative pricing. I liked the fact that he did not push, yet his helpful dialogue was informative, based on the seemingly fair business directives of ExtraSpace Storage. Each storage unit was clean, properly locked, and easily accessible. Lighting was plentiful, dollies available, and other staff members friendly. There were no odors, and I did not see one beastie-bug! John Semo kindly walked me through the procedure for passing onto the property through the secured gates, where management is aware of who is gaining access. [I appreciated their lengthy hours for accessing my belongings, offered daily. And there is only one day, Sunday, when the office is actually closed, as well. Their system appears to be very efficient, and well-managed at their corporate level.] I believe that the storage units offer a very secure environment with cameras, digital entrances, bright and well-placed lighting, unique storage-door-lock systems, all offering an ultimate accountability. It's obvious that John Semo enjoys taking good care of his constituents. [Pandemic guidelines are carefully observed--masks, social distancing, and so on.] Great customer service and worthwhile storage facilities are alive and well at this location! John Semo heads a great team, each staff member obviously perceived as an invaluable asset to the ExtraSpace Storage Family. They each contribute toward the fostering of "an essential service" of which they can definitely be proud. It's an important concept in the otherwise cookie-cutter storage business-as-usual business. Sometimes we get lucky when we get busy, and happen to stumble in at the right time... Thank you, corporate, for hiring John Semo to oversee your operation near UTSA. His presence there makes a significant difference... He did...

I rented a storage unit in Helotes, TX at 7363 N Loop 1604 W for two years. Payments were automatically drafted on-time and rates increased with the market as expected. There were really no problems until it came time to move out.

I contacted the location on January 15th to let them know I was moving out the week of the 19th. It was explained that a one time pro rate could be done for unused time. I then moved out on January 25th and was told at that time there was no pro rate. I had essentially paid $275 for four days of use.

So, I messaged Extra Space Storage on Facebook and they responded immediately and apologized for the situation. They advised they would contact corporate offices and assist in a resolution. I was then, almost immediately, contacted by my storage location and advised that there would be a refund and to just contact them for any issues in the future. Imagine that.

A week passed and there was still no refund. I contacted the Helotes location on February 8th and spoke to Nick. Nick said he was sorry and would look into it. He said he would make it his top priority and contact me on Monday the 10th when the accounting office was open. There was no call.

I contacted extra space storage on Facebook messenger again on February 12th and again they apologized. They said the district manager, Adrian, would contact me on the 12th or 13th. It is now the 14th and still no word.

I’m really confused on why this company would destroy a wonderful relationship over a refund of time I never used. I guess it is a choice as is this post. Thank you for reading.

Update: This company worked diligently to resolve this issue. It took a little longer than expected but I am completely happy with the resolution....

Very annoying experience. I have rented a unit from here for the past four years throughout college. I had never had a problem renting until now. I was always given a reduced amount of rent for leaving early before the rent was due or gotten my money back for unused days. Then I suddenly get charged double the amount without any notification! I called and it was a Sunday so I was unable to get any help from the direct unit and the representative said they will give me a call the next day. They never did so I called them in which they told me I had to wait up to four days for an answer. I was totally fine with it and told them I trusted them and to take their time. When they called me back they said they sent a letter in the mail 30 days before the rent increase was going to hit and that I should have done something then. I NEVER received a letter in the mail, never got a phone call, never received an email. They kept arguing with me that they did when I clearly didn't. So I notified them I will be clearing out my stuff. I notified them that I left the unit and ask when am I going to get my refund. They said because I did not notify them, I will not receive any money back. What!?! I just took out everything within the week that I was charged double for a unit I am not even going to use for the rest of the month? I told them none of this made any sense, this is not how anything has gone in the past years. They then said they'll only refund me the difference...Not the full amount...Again, for a unit I cleared out right away. So I should've just stayed for another month if I'm still paying for it, right? Absolutely ridiculous and annoying. Never...