Customer Stories

My unit leaked and much of the contents was ruined. I was offered no apology, merely another unit away from the leak, so I moved my things. To my shock the leaking unit was then rented, still unrepaired, to the next person. Over the weeks that followed, that renter's belongings, and the belongings in the units around it, were ruined the same way. I saw a woman standing in that hallway crying over what she had lost.

When I told the front desk I would leave a review about what happened, I was told that if I did, I would have 48 hours to clear out every unit on my account, at every location. I couldn't move everything on that kind of notice, so I stayed quiet.

Weeks later, a postcard arrived in the mail. It was a rate increase notice: my rate was nearly doubling.

After my son and I lost our home in June 2024, everything we owned went into an extra-large double unit at an Extra Space Storage location in New Jersey. The staff knew our situation. We were homeless, and our whole lives were in that unit.

Over the next two years, the monthly rate kept increasing until it had doubled to $400. I pleaded with the manager not to raise it. I never received notice of the increases, and the manager knew I had no mailing address. If I was five days late, I lost access to the unit. I was late every month, so I could never get in to retrieve anything.

Between rent, late fees, and lien fees (this happened four times), I paid roughly $10,000 to this company, with help from friends and donations. On July 9, 2026, they auctioned the unit anyway. I asked the manager to pass my offer to the buyer, or my contact information, or theirs to me. The answer to each was no. After I emailed corporate, the buyer dropped off a few boxes of pictures and documents. Everything else, our furniture, photo albums, my son's childhood artwork, our documents, our coats, they sold.