Extra Space Storage — Local services in San Antonio

Unfortunately I have experienced the worse behavior that a customer can ever experience. Here is a little back story, In my entire adult life I’ve managed retail and professional businesses, some of those business have been call centers and collection agencies. I am very big on personal development and also believe that businesses are not built around a product or a service but rather a successful business is built on relationships. This person reminds me of a telemarketing agent, that doesn't listen to their customers and for a lack of better words is trying to shove something down their throat. When I managed collection call centers, I always demanded from my agents to "collect as much as you can by being a decent human being ... listen to people, understand they may be going through a difficult time in their life and that you are sincere in trying to help and lastly remember that you can catch more flies with Honey than you do with Vinegar" The new manager Tiara Thompson is rude, talks over you, won't let you get a word in, interrupts you, she is confrontational, belittles you and makes you feel like second class citizen.

I occupied a storage unit here when I had to down size from my home, I am not the best at making monthly payments so I have generally have always been late with my storage, whenever things got too far behind the previous manager would call me and say "Hey man, it's time to get your storage unit back to date" Which a week later I was at the office making my payments and starting all over again until again a few months down the road I had to do it all over again. The way I see it if my fees are mostly accumulating based on past due fees and they are getting their money it's an advantage to the company because I am paying "interest" if you will outside of my normal monthly fee. They get their late fees plus their normal fees and every one is happy. Well this new manager called me on the phone and introduced herself but during the conversation as she is pointing out the obvious she starts to threaten me by constantly dropping the word "auction", now I know what a threat sounds like because I have trained both customer service and collections telemarketing centers in the past and this was nothing less than a person that was using high pressure tactics and verbiage to get me to pay. What I tried to explain to this person which she didn't give me the opportunity to explain because she was too busy being verbally abusive, by being rude and interrupting me, "AUCTION" I get it, I get it, you want your money... but it's not the COLLECTION or HIGH PRESSURE tactics it's her down right rude attitude. I eventually hang up on her. She called me back the next day with "I'm sorry, I got a little heated, I just don't want to get AUCTION off your things." Really? She started doing the same thing again. I offered to make a 100 payment with a credit card to get some of the balance down on my account. She refused to take it by saying that it was company policy for them not to take a payment over the phone because they had no way of verifying if the card was mine...? So now they are not only talking down to me but also making a statement or indirectly saying that I may be using someone else's card. I told her part of the reason why I don't make my payment is because this storage is on the other side of town and that it's an inconvenience for me to physically go in and make a payment. That is the reason why i wanted to make a payment over the phone and get this out of the way. She said that I could not make a payment over the phone and that I had to physically go in there and make a payment, So here I am taking time out of my scheduled going to another side of town to make a payment. I get there and I tell her I am making a 50 cash payment and she starts to argue with me about "promising" to make 100 payment by calling me a liar This person is in NO WAY TRAINED in customer service AT ALL. BAD MOVE on LOCKAWAY Storage for hiring people like this. This person has tarnished the good impression I had of this...

The owner and management here is honestly the best customer service I’ve experienced in a while as soon as you arrive they make sure everything is to your satisfaction. Check in with an app for gate to open or u can punch in the code. Your also give the lock and key upon arrival to make sure you’re space is what you needed. The pricing is honestly super cheap for top quality I’m impressed and I was in need of a same day last minute pick and everything is better I imagined and for amazing price , u can leave your stuff feeling secure.. It’s right off 281 off the highway careful cause u might miss it . not a high traffic area at the exit , security system is top tier. Owner is always on site making sure everything good and aiming to help anyway he can.

The space is huge. For a great price three units that are large enough to honestly fit three almost 4 cars. Very clean the floor no dust or debris on the ground So you can confidently place your valuables and things on the floor you can tell that they Take pride in there property and unlike many you feel like you’re getting exclusive treatment from the management . I’ll always recommend this spot and I’ve used 5 other storage spots this one is...

Our climate controlled unit got water inside from a broken air conditioner. Most of the contents was moldy. Lockaway won't pay for anything because "that's what insurance is for". This news came with a small condescending lecture about why their insurance would have been better to buy than our own homeowner's insurance. They wouldn't let us throw away our ruined things in their dumpster. They made my wife/son move everything by themselves to a different unit with no assistance in the heat of a San Antonio summer day. They gave us one month's rent free. My loss= $2,000, 1/2 a day moving for 2 people and a future task of figuring out how to dispose of moldy furniture. Lockaway...