Extra Space Storage — Local services in San Antonio

Initially, I was blown away by the great service I received here. All the 5 star reviews are requested from customers who first open a unit because they request it from you that day. After a few years of issues, I decided to close out my unit due to regular price hikes. I was receiving a small military discount which was great, but after a few months they stopped honoring it and asked me to come into the location if I wanted to continue to have the discount. As with nearly all military who have storage, we typically have them because we are deployed elsewhere. I explained I couldn't come in but they stood by not being able to honor it because of a system error and I couldn't fix it until I came back. I didn't receive a refund for the over payment, but I wasn't too concerned because it was a discount. Yet they knew I was in the service because they called me to tell me to come in. It just didn't make sense. I called to cancel insurance I had on the unit and found out much later, they never cancelled it, yet continued to charge me. I never got a refund either. It is difficult to reach them by phone and you nearly always need to go to the location. When I went today to close my unit, Ida was extremely rude and impatient. After waiting a few minutes for her to assist other customers, Ida became irate with me over leaving a few items I wanted to toss from my unit near the dumpster. Even though she was raising her voice at me I stayed calm and apologized. The dumpsters were locked and no one was there during the middle of the day to open them. I was charged a fine which I was okay with and didn't argue with her about. Ida then refused to assist me for 45 min even though I was the only customer. She kept giving me the run around about closing my unit. She told me she closed it and when I asked for documentation she denied it and proceeded to ignore me. When I further pressed for proof of closure, she indicated that she did not close it and would not be able to close it until I left. It was odd to say the least. I was very patient and polite, but she seemed to make every excuse why she couldn't provide me proof that it was closed. Advice for those considering this storage, they will continue to raise prices on you. I've had another storage (AAA Key Storage) for 12 years and only had two increases, which are reasonable. This one will increase several times. They get you in at a low price and before you know it you're paying far more than you bargained for. You'll find what you signed up for is not what you really got. Customer service is great to get you in the door, but you can forget it afterwards. Maybe Ida was having a bad day and taking it out on me, I don't know. But it sure as hell sucked being on the other end. Save yourself the trouble of having to move again and go...

Updating my review since I have moved out.

I was only ever able to make one trip to move stuff into storage room because the whole experience was absolutely frustrating. I paid over $100 to move into a 10x5. The process online was very confusing to start and they tack on so many fees and even make you pay for a lock. Now most places make you pay for a lock but those are reusable, these are some weird bolt looking locks that have no other purpose so a complete waste of money! The access to the anything can be done by punching in 10 keys into the keypad each time. Thats code is needing to be punched in 3 times. Then if youre waiting for the elevator, it seems like the code times out which causes the buttons not to respond, so you then have to punch in the code a 4th time. Frustrated with the experience, I decided I was not gonna move in any other stuff into the storage unit that I paid over $100 for. I kept the stuff in storage for about 2 weeks, until I had the funds to rent another storage unit. On move out day I decided Id download the app to use the keyless entry. Lmfao if that was not the most ridiculous attempt at technology I've ever experienced! When you try to scan to access the gate, it starts to pick up all the other entry points, it picked up every other building gate but the entry gate. I had to shut the app several times to finally get it to find the gate entry point. Again, i was thinking this would've been easier than entering the 10 key code. This not only happened with the building entry point, but the elevator. Now the elevator one was frustrating because again it times out. We had the cart in the elevator and I had to get out to try to connect to the elevator for entry but it picked up every other entry point but the elevator I needed. It took so long that the elevator door was buzzing for staying open too long. Finally decided to use the 10 pin code to get it over with. Needless to say this was the most frustrating experience I have ever had with a storage business. I took my stuff over to my new storage room and was done within 2 minutes. Im sorry, but these big box storage units are a damn joke and are absolutely everywhere but they will never see $ from me ever again or...

11/18/2020 Update : Got House more space , sad to leave . I Absolutely LOVED !!!! 1,000% Loved this storage for 1 PRICE ! Super Affordable And Better Customer Services and Quality Storage , I Would Absolutely Recommend this Buisness or at least this Location , if Needed I will 100% Be back Loyal customer! Keep up the Good Work ! LOVE STAFF 💙 ALWAYS FRIENDLY!

*NO RATS OR ROACHES! Clean ,Closed , A.C , * Elevators , * FLAT bed DOLLYS !!!!!! MAKES LIFE SOOOOO! EASY ! EXTREMELY SAFE AND SECURE! LUV LUV LUV Extra space storage my second home away from Home when u wanna clear ur head and Go threw Storage full of Goodies lol idk my storage is always like a Treasure hunt lol could be as simple as OH! I Did Have Extra Tooth Paste Box 🤣😂

2/16/2020 +() 1st of all Ida was awsome ! Very nice , Friendly , Amazing Customer Service. I have been to a Few storages and it was OVER PRICED & HORRIBLE Customer Service & HORRIBLE FACILITY (Roaches / Rats) beware of (uhaul , fL* storage , public storage)

+(*) Facility is BEAUTIFUL ! COMPARED TO THE OTHER STORAGE places I've tried and i paid 1/2 the price ! And the lock was NOT a hassel like other Facilities. I had to MOVE BACK to S.A due to Family Emergency and Ida was So Nice and Compassionate and made me laugh she Honestly made my Day i was already Flustered with other units i was calling same day they where so RUDE ! but idea was VERY NICE and GREAT CUSTOMER SERVICE even over the phone.

+(*) They HAVE ELEVATORS & NICE size Dollies makes MOVING OMG !!! a MILLION Times easier !!!!

+(*) Restrooms and Office and Entire Property VERY CLEAN ! Very Modern and Sleek .

+(*) You Get a Star because you have a Dumpster But you have to Give folded Boxes and Small Heb Size trash to office people they will throw in trash (If i understand correctly). There isn't a Dumpster for Customer's to personally Throw Trash Away . Usually Loose a STAR for inconvenience ! But technically THEY do have a Dumpster .

All in all i will definitly recommend this...