Extra Space Storage — Local services in Hawaiian Gardens

Had a great experience with Jason at this location on Carson. He acknowledged me as soon as I walked up because the office was locked and he was taking care of something else. I knew the size of the space I was looking for and he took me right to an available unit on the 1st floor. We took care of the paperwork and Boom, it was done.

I did visit the location nearby on Norwalk and let’s just say a rather different experience. I called and spoke to someone to setup a reservation and got an email and text confirmation. When I got to the location a guy was sitting inside and just looked at me when I walked in. I asked if he was the person I just spoke to over the phone by name, and he said I don’t know anybody by that name you must have spoken to the call center. I said okay well I have a rsvp and I’d like to see the space. He never said good morning, how are you, how can I help you, nothing. I still don’t know his name. He questioned me about who I spoke to and what the reservation was for and I said, if you don’t mind I’d like to see the space and I just got off the phone with someone so I should be in the system. Then he slowly walks back and forth from register to register to give me a map of how to get to a storage unit with some codes for me to finally find the unit and it was locked. I called 6 times and nobody answered the phone so, it was a waste of time, and I headed back to the office. Went back into the office and he was helping two women who didn’t seem to appreciate his “customer service” either. They were complaining about there not being any lights around the unit and it being very dark in the hallway. He said “oh yeah, well, yeah…sorry. No solution offered what so ever. The ladies looked at each other and said there’s nothing you can do? You can’t offer a different location? That’s not safe. He replied, Sorry, No.

This guy was terrible and obviously didn’t want to be at work, or didn’t care to be at work the day after Thanksgiving or both. I still don’t know his name but he’s a heavy set Hispanic guy with dark curly hair and glasses. Doesn’t have a clue about service. Needless to say if you see him go the other direction and talk to Jason.

Jason, I appreciated your greeting me. Your attentiveness and just overall kind approach. Your customers are in transition so, knowing people hate moving, it doesn’t cost anything to be nice. Your ease through the process made me feel better about purchasing a storage unit that cost more than my car payment! Just saying hello, how are you, goes a long way with me. Offering options and taking the time to ask questions shows that even if you don’t care at least fake it! I feel you were genuine and it shows. Thanks for making the process feel like you were helping me and not just another transaction. You’re a...

I recently emptied my storage one day after my monthly fee was deducted from my bank account. There were two employees in the front office, and they were very kind and gracious and helpful in more way than one… Which I very much appreciated, and they did reverse the majority of those charges with a Prorate. So all of that was great! I feel that those things occurred simply because there were two decent human beings in the office.

The not so good stuff, which has nothing to do with employees working on the grounds… But Corporate instead. Before I moved in, I did a little research… I had just driven for three days, and needed to immediately find a storage situation. Life storage looked like a good option cost wise and they had what I required and or wanted for safekeeping of my items. So I chose life storage for those reasons. However, when I arrived with my trailer in tow plus the two friends that I had helping me that day, etc. I expected to pay what they had advertised. What did happen when I got there was sort of a bait and switch… They made it look like, and don’t quote me on the price I don’t remember exactly… But I feel like it was around $79 a month as what they made it look like you would pay. That was not the case at all, it wound up being about $30 more a month on top of that, plus some other bs fees that I was not expecting, and then you had to buy the lock on top of it if you needed one. And with in a month or two there was yet another $20 monthly increase! Mind you, I did have a storage unit, larger than that in the last state that I was in that was about $40 less per month, no other fees, and the customer service was absolutely incredible for any thing and everything that I needed.

Moral of the story here… Charge what you’re going to charge, that’s fine… But do not deceive people. I believe that life storage is aware that often times people needing a storage space, may be in a situation where that is the only day they can move in… As it involves a few different moving parts sometimes and I feel they take full advantage of that! Orherwise, if that were not my situation, I would’ve turned around and left the moment I realized I had been lied to and went somewhere else with my business.

As a person who has been in business owner for more than 25 years And still have some of the same customers that I had when I started my business… Honesty and integrity have been a staple in my business, and a reason that I have an amazing clientele… Life storage corporate in my opinion are sleazy and desperate… I Don’t see a business that operates on that level being able to last very long. I will reiterate, the staff working on the grounds are wonderful and I did appreciate their...

Kelsey, Justin, and Bree are simply the best and they are the reason why I stuck with the brand even after a horrendous experience with the Life Storage in San Jose. Up until the last week I was there, I only interacted with Kelsey who was super nice, patient, and helpful with my move-in process. When I moved out, Bree helped me pick the perfect UHAUL. I'm so glad I asked her otherwise, I would've driven a huge clunker and spent so much more unnecessary money. Justin gave me great tips on moving and let me know of the easier to maneuver dolly. I had a recent wrist injury so having the lighter dolly kept me pain-free. It made SUCH a difference. When I moved in, there was a serious gnat problem because folks kept bringing their Whoppers meals in. I told the team, and have had no issues with it since. The place has been immaculate. And hand to god I swear that these 5 x 10s are much bigger here than in San Jose -- it's bigger, taller, and overall feels more spacious.

I don't think they were just providing the basic customer service. I genuinely believe they're just really great people that want to help their customers. As I mentioned before, I loved this place so much that I went out of my way to become a customer at the only LifeStorage in San Jose even though it's in the sketch part of the city -- THAT is how much I loved my experience here. Unfortunately, the LS in San Jose is the complete opposite of this LS and I had to take my services elsewhere (but lol jk I went to an Extraspace which is technically now the same company). See LS San Jose review.

Anyways, I hope the LSHG team knows how awesome they are and I hope they get recognized for their work. I plan on moving back south and if I'm in this specific area, I'll definitely reserve a space here again. THANK YOU!

PS: besides the BK mishap, I love the Lifestorage community. All of my "neighbors" have been super kind and friendly. It's been the frosting on the...