1-Star Review Hidden Price Increases & Zero Communication I rented a 5x8 unit here for several months. While the facility itself was fine, the pricing practices were not. My monthly rate increased by over $30 with no notice at all -- no email, no letter, nothing in the portal. I only caught it because I checked my bank statement. I sent an inquiry through the portal and received no response, so I had to call. When I spoke with staff, I was told the increase was due to a "promotion ending," but I was never told when that promotion ended or what the new rate would be. That's basic information customers should receive upfront. For a non-climate-controlled unit, a $30 jump felt unreasonable -- and the lack of communication made it worse. The staff did offer a $10 discount when I questioned it, which showed they could adjust the price, but it didn't explain why the notice was never given. I ended up submitting my move-out notice because the sudden price change didn't feel transparent or customer-friendly. If you rent here, keep a close eye on your billing -- especially if you're on auto-pay. read more

Crazy. I rent from them and while waiting for my friend to get here to go on a motorcycle ride I parked and sat next to my motorcycle (which was parked right in between the shaded area and the sun area in the picture) the manager who has been here and saw me take the bike from the storage asked me to moved bc "it was on the way" There has been 3 cars that have gone by and entered the codes with no problem. No one complain or did anything that would suggest I was on the way. I would have parked the motorcycle on a parking spot but they whole 4 parking spots are occupied 2 by their own cars. So literally no space to park. When I mention this ahe suggested I park across the way where there is signs from another business that clearly indicate no parking from vehicle other than the ones doing business there. Maybe if they parked their personal cars else where paying costumers would have a good place to park. Please avoid this place. I for sure will be getting out of here read more

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I had the pleasure of working with Anthony. He did a great job accommodating me with my unit transfer. Very helpful, and polite, knowledgable and great attitude. I was happy to get fast service and immediate action. read more

******STAY AWAY FROM THIS STORAGE COMPANY, they have new employees that doesn't care!!!! If you look at my past reviews you'll see that I was very happy with this company years ago. But now they have an employee by the name of Chris who is very rude, and doesn't respect the customer!! I told him the reason that I was late was because I have a new bank card coming and that it would be here at the end of the week. He told me that that was not his problem and I should pay my bills! He constantly interrupted me while I was trying to tell him the situation with my new cards on the way. This company in six days after your payment late will put a lock on your storage unit and lock you out of the facility under this new management. I am a small business owner and all of my equipment is stored there. But you can best believe when my card comes in I'll be looking for a new place to store my equipment! CHRIS Congratulations you're now the best employee of the company!!! ****6 DAYS THEY WILL LOCK YOU OUT OF YOUR STORAGE UNIT!!!! Take your business elsewhere!!!! P.S look at what the owner said to show you what a complete disconnection she has with her company! Auto response ...yep they care! read more

Good customer service and great all the way around Clean and nice I would recommend using it again and anyone who need one read more

Steven helped us during every stage of our process. We started out with a huge unit, and when we found out our move had to be postponed, he helped us out with finding a smaller unit very quickly. He helped us get the best deal with the free month and everything was transitioned so efficiently. Steven made our moving process so easy, and communication was simple and clear. Anytime we contacted him with questions or concerns, he responded quickly. In a span of 4 months, we moved from one unit to a smaller unit, with no interruption of service and great pricing and communication. Steven was even available onsite to discuss our needs as we were moving units and was able to get us exactly what we needed. He was truly there every step of the way and helped us with every question and need. read more

Love this storage place! Excellent customer service and very clean. Steven was extremely helpful, very friendly, and went over everything in detail. I didn't feel rushed and was extremely pleased with his service. My storage unit was clean and more than enough space. Would definitely recommend! read more

My rent was doubled 4 months into the lease. Red bugs all over my possessions. Leaking into my unit they got my possessions wet. Local staff is great. Corporate is money hungry. read more

The best in the area, they are friendly, fast and easy, I love it, the price it's very good I will recommend this ,so clean!!!

Upon inquiring about a potential storage unit last I was greeted by Steven who was wearing a mask while inside the store. Extremely friendly and motivated to help me find the right size unit for my belongings. Steven walked me to the unit, opened it up to ensure it was clean and assisted me with the lock. Extremely great customer service and he seems to 100% enjoy providing help to all guests. read more

Troy is awesome!! I highly recommend Extra Space Storage. It is easy to access, the facility is clean and safe. read more

I've been going to this location for years and I've referred friends and family. Always great customer service and fair prices. If you're shopping around you've finally arrived at the best location! read more

My first time using storage for anything and Troy made the process easy as possible. He was very patient and took his time to let me decide what I would need. He even followed up with me prior to coming in and signing up. I appreciate this kind of service. If I have any friends that need storage, I'll be sure to send them to extra space. Specifically Troy. read more

My experience with this location was great! Desmond was very helpful, kind, and patience. He answered all questions I had, made sure I was comfortable with my purchase before singing anything, and the transaction was quick and smooth. The unit was just the right size, affordable, and more reasonable than other storage units surrounding this location. read more

First off I have been renting with storage garages for the better part of 5 years and I have never seen a company raise their rates as fast as Extra Space Storage (30% in 1 hit!!!). Most companies wait a year while these guys start as soon as that six month anniversary hits.... And as far as climate control goes, those garages aren't bad in the summer but in the winter they are extremely cold, High 40s if you're lucky when temps are low. Lastly the deep garage only have 1 small light so they get dark fast if you're working in the back... bottom line, glad it was a short term rental read more

What a storage facility in an easy-to-get-to location! Office = bright & clean. Office staff = helpful, clear communication. Storage grounds = security gate, tidy, clean, looks new. Storage building inside = clean, dry, well lit. Storage space itself = clean, dry, well lit. Speed & ease of transaction = great, all computerized, all documents available on-screen a paper copy; can set up account online to handle transactions. Price = A bargain; I did my homework and this facility was close to Chippenham (so easy, central access) and was a bargain for climate controlled storage space (need to store sentimental family pics while renovating). Access hours = Not 24/7 but that's perfectly OK: For the price, access 7 days a week from 6 am to 10 pm works great for what I need. The pics on their website are accurate. The facility is bright, clean, tidy, easily accessible. Highly recommend this facility, ESPECIALLY based on the reviewers comments of other options in the Richmond city area. read more

I spoke with Tim when I visited their facility. He was very personable! I enjoyed chatting. It was well maintained and very clean. Everything was explained well. No complaints! It was a pleasure doing business. read more

Excellent service & customer satisfaction!! Friendly staff and very flexible with suiting the needs of each individual client. They even offer a free moving truck to assist you with the hassles of moving!! Reasonable rates also read more

Nothing but horrible service since this business changed from Mini Price Storage to Extra Space. First, they kept increasing the price just about every other month. So I decided to move to a smaller unit. I called to set it up and was quoted a price by phone and sent a confirmation email. Then when I show up to transfer my things, I was told a completely different price AND the unit size was completely smaller than what they advertised it to be. I was horrified. I had to cram all my things into something the size of a long locker. Then the following month, they still charged me the wrong price!!! I showed the email confirmation showing the price i was quoted and it was even noted in their system. If this were just a matter of the technical billing issue alone, I wouldn't be so upset or even write this review. However, it is the horrible customer service and nasty treatment I received from their employees Michelle and Tim in which really has me so dissatisfied. Tim completely talked over me, raised his voice and was just a complete --- when I tried to explain the situation. He even told me he didn't need to hear what I was going to say, because "you're just going to say..." I've never had someone tell me what I was going to say to them...the nerve. The unprofessionalism, the lack of respect, the incompetence. Need I go on?? If they expect to keep a customer they should really think about how they treat their customers. Moving is a pain, but I will happily pull my things out of there if I have another issue with this again. I would not recommend them. Clean facility, but service sucks!!! Also, please look at the below reviews...they look fake to me, especially Shawn's. "needs of each individual client" How would a customer know the "needs of each individual client??" What a SHAM!! read more