Extra Space Storage — Local services in Los Angeles

TL;DR: If you are looking to rent storage space, look elsewhere.

I rented a unit in late December 2021 to receive and store packages for business purposes. After my colleagues and I arrived and began sorting what had arrived/was delayed/had been canceled, my team flagged that we were missing two items: one box containing two chairs from Target (part of a set of four) and a mantle from Wayfair. When I informed the employees at the Slauson facility, they made several claims:

The items were still with the shipping company (Fedex, UPS, etc.); the items had been marked as delivered

LifeStorage employees never signed for packages because they were never asked to; I was able to show that the packages in question were signed by a Callas and Cabrera - two employees (one is a manager I spoke to at a later point) at the Slauson location

LifeStorage employees were the only individuals (aside from other renters) who had access to the facility; this last bullet point was almost immediately refuted when my colleague stopped at the storage unit on 1/8 around 4:00 PM to find: the office closed during posted open hours, gates to access the storage units open, and a package left in front of my unit. Employees at branch #513 upon hearing this, claimed that, 'that was not their responsibility' and 'if they are not there, delivery employees - anyone - could potentially access the facility and this is a common enough occurrence' (paraphrasing).

Compounding this, there were no employees at the location during posted business hours the next two days; 1/9 and 1/10. I resorted to calling the 24 hour line twice during that weekend trying to figure out what was going on. Those hotline calls were the only good customer service I had throughout this entire ordeal, though ultimately fruitless. The operators were understanding, professional, and promised to flag this for a branch or area manager. I was told to expect a call from one within 48 hours of those conversations. That never happened.

When I was finally able to speak to staff in-person on 1/11, they theorized that the packages had been misplaced in the unit of another customer who receives similar packages. The employee (Cabrera) who spoke with me stated she would inspect the unit in question to see if any of my packages were inside...after her lunch, meaning I had to go back to Slauson later that day. However, that unit is full to the brim and the employee stated that she was not authorized to search through the unit. She did attempt to contact the owner of that unit, to no avail. When asked, she told me that she was unable to give me any manager's contact information, but assured me that someone would be in touch ASAP.

On 1/14, I called the Slauson office to see if there were any updates and was talked over almost constantly while trying to explain my predicament. When I asked to not be interrupted, the manager on the phone, Anthony, raised his voice, told me to not speak to him that way, and hung up. I immediately called the corporate office and, almost immediately received the area manager's email address from the 513 branch within the hour. This area manager, JoAnn Wilson, was again supposed to reach out to me via email within 48 hours, but never did. After waiting a week, I contacted the corporate office again and was told that the issue was being escalated to a regional VP. I was again told to wait 48 hours for an email and at the time of posting this review, I have waited another week.

So, to summarize: if you want to be lied to and experience the worst customer service in all of LA, rent here. If you want someone to be rude to you because THEY made a critical error at their simple job, come here. If you want someone to lose crucial items you need professionally, this place is perfect. If you want to be placed in a situation where your reasonable request for a rental refund is completely ignored, this is the...

I had to move my thing into my unit within a day, but when I came the Systems was down so the representatives were not able to rent me a unit, because they had no access to take the payment and set up new units. I explain to Anthony that I was moving my belongings from another storage unit, and had to do a by that working day, or else my things would be auction, so he found a way to get me set up in my new unit that day so I would be able to move my things in, and not lose all of mine and my kids belonging. I had my newborn with me, so it made it hard for myself and my friend that was helping me move, get everything out of the moving truck and into my new unit. Anthony see me struggling with trying to manage breastfeeding my newborn and also unloading things off the truck, and loading them on to our cart, I told him that I wish I had some movers, because I was willing to pay them to help, being that we got to The storage unit at 5 o'clock, and had to have everything out before closing time. But it was just myself and my friend and we had a fully loaded truck. Anthony found some guys that were coming to pick some stuff up from their unit and ask them if they were willing to help, on top of that we were still getting stuff out at 7 PM and he extended his helping hand by allowing us to get everything to the unit my unit.. dealing with that type of customer service showed me, that there are still great kindhearted people in this world that want to help people in need. Not only did Anthony help me with getting my things in a new unit, but he also stated that he wanted to keep my business for the company and he did everything to make sure he did, and I wouldn't choose any other storage unit because of it. I had five star service, and I highly recommend you to choose life storage based off my experience. Thanks...

I swear you guys are the best Nick who helped me move in a few months ago was so great. I did run into a problem with a staff that came from another store who was so rude and inappropriate and had me panicking scared that I was going to lose everything, but I'm happy to say that I was able to actually speak to Anthony who actually called me unexpectedly and help solve my problem I was on a short time line with moving out and was expected there at a certain time before my things went to auction and Anthony literally gave me some Grace because I was coming all the way from Pomona so I want to say thank you so much Anthony you are super awesome I almost asked if I can come and apply to work better because how pleasant you were and also the...