Extra Space Storage — Local services in Bulverde

Alice at the counter is great and wonderful but I feel that Life Storage's policies as a company are not fair to the consumer and all they care about is their bottom line instead of treating their customers like people. Reasons being:

1. I was denied a military discount because I'm the spouse and the service member was unavailable to sign paperwork. Ok, no big deal, I get that.
2. I was made to purchase a Lock from Life Storage because only a "certain kind" work on their units, despite me having an identical one already. Fine, so you rely on this upsale for profits, whatever.
3. I was then made to purchase "mandatory insurance" or I couldn't rent the space. That's lame. If I don't want insurance on my old christmas decorations and lawn tools, I shouldn't have to get it.
4. Our situation suddenly changed (being military) and mover's had the unit completely emptied on the 6th day of my rental. I called to cancel the unit and kindly asked for some sort of pro-rated refund due to it being such a short stay. The manager leaned on company policy instead of treating their customers like human beings, which is really unfortunate.

Each of those things individually, not a big deal really - but when you add them all together, it really paints an ugly picture to me of the type of company Life Storage is, and what is really important to them.

For those reasons, I don't recommend doing business here and we won't be back either. It's a shame how a "corporate attitude" really ruins the experience of the customer. As long as the bottom line is your first priority, you'll never last. I hope the ~$50 was really worth it to you.

It doesn't even make sense really. You could have just refunded me the lock for $15 or $20 whatever it was and I would have been happy. And you could have re-rented the unit to someone else today! Instead, it will sit empty for 3 weeks and you have an...

Ms. Alice was very helpful when I was in need of obtaining a larger storage unit. I visited the on line web site and contacted Alice to determine storage unit availability.She quickly confirmed that there were several storage units available and made all of the necessary arrangements to reserve the unit, prepare unit for moving in, and took care of the contractual paperwork using a very user friendly email electronic signature approval. The transfer from one unit to the other storage unit proved to be a quick seamless operation.

All went well until I was advised that I would not receive the on line posted storage rental rate because according to company rules this rate is only for “new” renters . I guess loyal renters who choose to stay with the same rental storage company when seeking a larger unit or rent additional storage units are unappreciated. Much like a cable company which I will not name…

This is not in any way Alice’s fault but it would have been a nice company business gesture to have had customer loyalty rewarded for once. I would have rated my experience 5 Stars, but I had to take away one star for the lack of the company’s appreciation for customer...

I don’t usually go around singing praises about things like storage places, but let me tell you, Extra Space Storage (Wilderness Oak location) has something going for it. And by “something,” I mean Alice, the store manager. She’s the kind of person who doesn’t just do the job—she makes the whole experience feel like less of a hassle, like you’re not just another guy shoving his stuff into a unit and hoping for the best. She listens, for one. Really listens. Like she actually understands what you're saying, not just nodding along because it's part of the routine. And she’s patient, too—not the kind of patience where someone is pretending not to be annoyed, but real patience, like she’s in no rush to push you out the door. Professional, sure, but not in some stiff, scripted way. She’s just good at what she does, and for once, it’s nice to deal with someone who doesn’t make you feel like a burden for asking a couple questions. So yeah, if you need a storage place and don’t want to deal with the usual runaround, go talk to Alice....