Extra Space Storage

I needed to use a storage facility to store the contents of my mom’s house when she passed. Now that I am settled again I am ready to consolidate everything and move the large bulky items that were just gathering dust out of here and into my new home.
The relationship has always been strained as the previous manager and staff were not personable at all and did not really go out of their way to help you. They have rules and you need to follow them. They consistently left early so the office hours were never realistically reflected in having staff onsite… the sad part is, there is an apartment up stairs so if there is an emergency, its not like they had to go far. They offer the use of a truck if it is within a certain number of days when you open your account. But if two people open on the same day and you request the truck two days later, they do not know how to respond… so of course the answer is no.
The management has since changed and sadly it is more of the same. Kim, the manager had a conversation with me over the phone, she was so frustrated that I had the Gaul to ask questions that she talked over me the entire conversation. They cannot handle being asked any question and get agitated and hostile when you ask them to explain any policy.
They also cannot use the «broken» phone lines. The phone is hardly ever answered. However, when it does go to voicemail you have a fifty-​fifty shot of being responded to as the answering machine (not voicemail mind you) can’t be understood. Sadly I had to call corporate in order to fix my account from going into an auction due to the fact they did not have my new phone number, which I have had for over tens years and opened the unit with.
After finally getting a hold of Kim and dealing with the untrained ramblings of someone who honestly does not like to interact with people I arranged to clear out my unit the next day… one day prior to them putting up for auction. They did not even try to contact me. Its kinda sad when people do not take any interest in what they do for a living. Its even worse when there is no training for interacting with people and being able to think on your feet etc… From the actions of their staff there is absolutely zero training that happens at any of the Extra Space Storage locations.
Its actually embarrassing that folks would rather be mean then take two minutes to think through a situation that is not in the manager book… that is what the job entails right?
«The Good»
— You have a free truck rental when you open your account.
— You get a discount if you recommend friends to use their service.
— They have conditioned and non conditioned units.
— Reasonably priced, but you get what you pay for.
«The Meh»
— Nothing meh to comment on.
«The Bad»
— See the above. There is a Premier Storage on the same road that you will pay a little more for, but the staff is at least competent because the owners are more involved.