Extra Space Storage — Attraction in San Antonio

UPDATE: I am posting this because there is no access to Corporate, therefore they leave it to the store employees - I physically showed my Renter Insurance but Krista did not accept it. Yet, today over the phone when I confirmed my policy covers the storage she accepted it. I asked her where should I send my policy she said you don't have to I'll just remove it. Why was my Physical policy and not acceptable yet only my verbal confirmation is acceptable. Now she's saying I can't be in reimbursed for the first insurance payment I made when I signed up for the unit. Yes I did say I would go ahead and get it because I didn't really have a choice. I didn't realize that anybody in Texas with renters insurance is covered when they have a storage unit BUT SHE AND YOUR COMPANY DID KNOW THAT. Therefore me showing her my policy when I signed up should have been sufficient to NOT have to pay the first month of Extra Space's insurance. Either I need a full refund for everything I payed initially and KEEP MY ACCESS INTACT until I can retrieve my belongings today (I will return the cable lock and keys) or I need the initial insurance payment credited to me immediately and I'll stay until I no longer need the space. This IS a matter of principle and honesty. The corporation Extra Space needs to retrain people in this situation that when a person in the state of Texas shows you their Texas renters insurance, do not charge them for rent when they initially sign up for a storage space. And I clarified when I signed up that I've had renters insurance for years. She tried to make things blurry by saying yeah but does your insurance cover the amount we cover? Again you all already know that yes it does; in fact my insurance covers a little over $2,000 and you all require $2,000. In the state of Texas it covers just over $2,000.

I don't know if this spelling is correct but Krista was my contact, and set up my account. She's very tolerant, patient and great at her job in that she repeated herself when I asked and even when she probably noticed I lost track. It is a a lot of information. I almost regret the day I won't need the extra space. The stars are because of my experience getting set up. Minus a star is because of other patrons. Unfortunately, (and I won't miss this) I've already had 2 concerning encounters with 2 other patrons being aggressive & suspicious from their vehicles. Luckily, the first time there was a witness (another customer) who even called our to me that she saw him being aggressive. She called him out too. The second was when a man sat in a car the whole time I - at the entrance - moved my belongings in, it was clear he wasn't waiting for anyone. When I'm done I leave, I have never hung out at a storage property when I'm not working on my contents. He started his car when I started mine. I went the opposite way even though it was the longer way. I've never experienced anything concerning at any other storage facility since the first time I used a storage facility in Houston, then in...

This place is unbelievable. Zero customer service. EVERY time I come here there are no carts to be found. The last time this happened, I called the office asking them to help me find a cart so I could move my heavy items, and Gabby basically tells me it’s not her problem and I have to search the whole complex myself because “there are only 3.” I ask her why there are only 3 and she blames it on customers (which is very unprofessional) rather than saying it’s the responsibility of the business to have an adequate number of carts for all these buildings. The whole time I’m looking for a cart not once did she get off her ass to come and help me. Turns out there was a cart in the office the whole time, so when another customer went to ask for help, she gave it to them and I kid you not, asked them to “do her a favor” and bring it to me. Of course these customers didn’t do that, and why should they? So I got to wait over an hour just to haul stuff into my unit because first I had to wait on gabby and then had to wait on the other people to finish with the cart even though I had been there first. Then today, same exact thing. I have heavy boxes I need to move and there’s not a single cart in my building. I walk to the office to ask for help finding one. “baby” also tells me it’s not her problem and I have to look around myself. So now both Gabby and “Baby” are rude and lazy when it comes to customer service. They both should lose their jobs. I basically just said screw it and left without even moving my boxes in because I’m not gonna be told that I have to walk around this whole complex aimlessly to look for carts that should already be available to me as a given. That is ABSURD to tell a customer to do that, to spend their time and energy doing something that is the responsibility of the business. Now that I’ve pretty much given y’all an idea of customer service at this crapshow, now I can tell y’all about the rats in my unit! Every single time I come there are more rat droppings on the floor of my unit. I have reported it to the office and they told me they would call pest control but given how they can’t even supply enough carts after months of this issue, I doubt that call ever took place. Lastly, to put the cherry on top, they offer these really good promotions for cheaper rent but then hike the price up by double a few months in. It is so unbelievably sleazy. It’d be one thing if this place was nice and the staff was helpful but obviously that is not the case, so what the hell am I even paying for with this insane price gouging? Y’all are gonna double my rent just to be rude and unhelpful to me, and have rats running around in my unit? If you see the promotions DO NOT FALL FOR IT. This place absolutely sucks! Rude, lazy, unprofessional staff, pest control issues, and price gouging once they rope you in. Go to uhaul instead, I never dealt with ANYTHING like I just described when I rented...

I was treated with the up most respect from the moment I walked in the door to get a storage room. They were professional and helpful. I was late one month on a payment because I am at my fathers home taking care of him with the help of hospice and the employees at this location were so understanding and kind to me. With all the duties I have right now I have a hard time keeping up at times but, your people were I'd have to say made me feel better if even only for a few moments. I've had to deal with some very difficult people while trying to get my fathers affairs in order and this includes my own siblings and family members. I just want to say Thank you to all of you and I will recommend your business to anyone looking for storage rooms. My father worked in Customer service all of his life and I grew up going to work and watching him dealing with some customers who just couldn't be pleased. He always stayed calm, always treated them respect even if it was undeserving and in turn he taught me such valuable lessons that I am proud to say I passed on to my three children. Your employees have these values and they are hard to find these days because, people are just to into what's in it for them to remember they have a job to do. Respect,Honor,Courage, and Pride in ones work is lacking in our Country and it is always a pleasure to meet people who remember what made our country so Great to being with. Again, Thank you all for your kindness. ...