Extra Space Storage — Local services in West Haven

My first impression of this facility was five-star. The two ladies and the gentleman I met were polite and professional. But there’s a big difference between being nice and being kind; the difference that defines real customer service. Nice pleases in the moment. Kindness stays consistent no matter what. My experience here showed a lack of both kindness and consistency.

When I moved in, staff gave me two entry codes: one for my unit and one “emergency code.” The next day, my unit code stopped working. For five days, I relied on the emergency code to enter. When I came in during business hours, I learned the manager never validated my ID in the system. I was always told I should never have received that emergency code. Later, another tenant admitted they had used the same code for weeks, meaning anyone could have had access to the facility during that time. That’s a major safety and security risk for every tenant.

A few weeks later, the on-site manager overstepped. Many tenants use this facility for personal business. As long as rent is paid on time and no one disturbs others or breaks rules, the manager shouldn’t dictate how long we spend moving belongings. I was the only person in the building, not blocking anything, yet she confronted me and questioned what I was doing. When I explained I use the storage to keep items I sell online, she grew defensive. The tone shifted, and she tried to justify her actions with weak excuses like “fire safety,” which didn’t hold up.

I called customer service to file a complaint about her behavior. While I was on the phone, she approached again this time dropping a copy of the lease agreement into my car which slip onto my lap and we had another brief back and forth. The representative, who overheard, even noted how unprofessional she sounded. I was promised a call back within 24 hours from a district or regional manager, but no one called. A week later, I received a voicemail from a blocked number claiming to be the district manager (I don’t answer blocked numbers). She said she’d call again the next day to discuss the situation, but she never did. Days later, I’m still waiting.

Between the on-site manager’s unprofessionalism, the security lapses, and the district manager’s failure to follow through, this facility does not...

My journey with Metro Self Storage began a few years ago when I started looking for an affordable, clean, and convenient storage facility in CT. I made several visits to nearby facilities in the area and was immediately impressed by Metro Self Storage because I was able to drive in and park my vehicle inside of the building instead of the usual outdoor parking lots which most storage facilities provide. I found the layout of the building to be amazing with very easy access to my storage spaces. I made a checklist of all the things which were extremely important to me such as cleanness, pest control, frequency of rent increases on storage units, security; feeling safe while inside of the building especially when the office was closed; and how helpful the staff would be to me in answering my questions honestly, including resolving any issues that may occur. To my surprise all of the criteria was met. This made me feel confident that Metro Self Storage would be the ideal facility to use. This was reinforced by the excellent staff who served me and the services they provided. I have always been greeted with friendly faces eager to assist me if needed. Colin is one if the employee's I genuinely cherish. He has made me feel as a customer, I am a part of the Metro Self Storage family. I trust him immensely because he is knowledgeable, patient, accommodating, courteous, and a consummate professional! There are times I have bombarded him with numerous questions and I have never detected an impatient or disrespectful tone of voice from him even if he is busy. I rely upon his expertise and his willingness to provide me with as much details as possible when requested. Colin has assisted me many times in renting more than one storage space. I am speaking from previous experience when I suggest to any future customers this is the perfect storage facility to use for all of the reasons I just mentioned above, in addition to interacting with an exceptionally kind staff! Go see Colin... I highly recommend him! He will take care of your storage needs while making you feel comfortable and will provide you with excellent customer service as he greets you with his warm...

At first glance, this place looked decent but I was totally wrong. I had a TV stolen from my unit, and it became clear that there is someone at this facility who knows how to pick locks. I used a solid lock I purchased from Walmart, and whoever broke in managed to pick it and relock it without any visible damage.

I reported the theft to the two employees on site, a man and a woman. I believe the man was the manager. Instead of showing concern or offering help, he repeatedly implied that I must have given someone else access or misplaced the key despite me telling him multiple times that I was the only one with the key. The moment I mentioned the missing TV, they immediately distanced themselves from any responsibility and began suggesting it had to be my fault.

This place does not feel secure, and the staff clearly aren’t interested in helping when something goes wrong. There are plenty of other storage facilities don’t bother with this one. If you want your belongings to stay safe and don’t want to be accused of stealing your own property, stay far away from Extra Space Storage / Metro Self Storage...