Extra Space Storage — Local services in Concord Township

When I went to rent from Harry I was impressed with how clean the facility was. However, when I moved in the seal, on the bottom right hand side, about 3 to 6 inches was missing. I would go to my storage and in the back right hand corner I would always have spider webs/spiders and bugs in the box in the corner. I asked Harry if he could put the seal in the corner to eliminate this issue. Harry and the Maintenance man were NOT PLEASE with me, that I requested this. When I went to my unit another time, I went to pull the STRING hanging from the light bulb to turn on the light and the STRING BROKE!!! I thought I was going to be ATTACKED BY HARRY AND THE MAINTENANCE OVER A STRING breaking. I was TOLD I WAS A TROUBLE MAKER. I reported this to a Manager over Harry and the Maintenance man and I told him this their behavior was unacceptable!!!

I just went to rent from there again, thinking that the Manager would have told them their behavior was unacceptable and I would be safe renting there. I was treated with OVER-THE-TOP UNACCEPTALBE BEHAVIOR and when he told me he would call the police on me if I wasn't out of the facility before the time allowed, at that point I told him I wanted my money back.

He told me he was going to call his manager and I said great, I am too. He did call his Manager Chuck and they were talking. I called to put in a call to have a Manager call me. I never got a call and when I called back, I was told Chuck closed out the call I made without speaking with me. When I put in a call for someone over Chuck, Chuck called me back, however, he didn't think this was serious enough to give me a direct number so I could talk to him right away, like Harry did. We just kept playing phone tag - again, this tells me is that this type of behavior IS ACCEPTABLE from Harry's facility and his Manager, Chuck approves of it as well. I am still waiting for a call from an Executive member. I wonder what would have happened if the CEO, Spencer went there to rent and requested his unit be sealed to eliminate spider webs/spiders and bugs and then went to turn on the light and the string broke = What would Harry, Maintenance man and Chuck...

Seemed OK up front when I rented a unit. Staff was friendly & helpful. But when I went to move stuff into the unit for the first time several weeks later things did not go well. First I could not get past the drive through gate because the code I was given was not recognized by the system. It was Sunday and no one was in the office, so I had to call the Customer Service number. Customer Service does not take calls until 8:00 AM Mountain time, so I had to go back home with my load of stuff and wait. When I was able to get through to Customer Service I learned the office had written the wrong code on the card they gave me. The rep gave me the correct code and I went back. I was able to get through the gate, however when I got to my unit I found a padlock on it (not mine). I called Customer Service again and they told me that if I did not put my own lock on the unit immediately when I rented the unit, the office would put a lock on it to "secure the unit". I have to ask: Secure what exactly about the unit? Was someone going to take the air out of it? That was the only thing in it. Also it might have been a good idea to let me know you were going to put a lock on my unit - that would have been really helpful info. Of course the office was closed on Sunday so there was no one to remove the lock. (FYI - most people move stuff on the weekend - Sunday may not be the best day to be closed) The Customer Service rep told me he left messages for both the Manager and the Assistant Manager for that location instructing them to call me ASAP. No one ever called me. I had a load of stuff I needed to store somewhere so I went up the street to Public Storage, where the office is staffed all weekend, and rented a unit there. The Public Storage rate is a little higher but the unit is actually a lot nicer anyway, and there is someone in the office all weekend if I need assistance. Bye-Bye Extra...

I had to move & to say I was stressed would be an understatement. I realized pretty quickly that I was going to need to secure a storage unit to house my belongings. I was dreading calling & going because I had so much too do, I couldn’t spare a moment. I first secured the unit online, then quickly called to make sure it was available. This super nice women answered, & she said she’d be waiting for me, to come on over. From the moment I got there, she was a dream come true! I’m guessing she could tell I was in a great deal of stress & turmoil, but her calmness & professionalism put me at immediate ease. I think we ( she) completed all in twenty minutes!!! On the other hand, she was super thorough, so she did an amazing job, juggling both. Being quick, but knowing she had to dot i’s & cross T’s! Her name is Quiana, & I can’t speak highly enough about her. Approximately two weeks after securing my unit, I stopped in to grab a few items from my unit. After all was done my car wouldn’t start, I was panicked, having so much too do! I rushed into the office & Quiana was calm, cool, & collected as usual, calming me right down with her awesome demeanor. She thought for a moment, & without hesitation, left the room to go into a back room. She came out & said, “ we have a automatic battery charger, I’ll try & figure it out”, & SHE DID. In the long run I ended up calling AAA, but she was so kind & thoughtful, putting her customer ahead of her unfamiliarity with the charger! Not to mention that’s its not part of her job, but she was more than willing & able to help a customer!!! She went over & beyond the call of duty, sadly something we don’t see enough of today. Awesome place, Awesome...