I came in to ask a simple question about whether this location is cashless for auctions and rentals, since several other facilities in Colorado have been moving that direction.
The manager seemed confused by the question at first, and when I explained, the response felt dismissive and somewhat snarky. I was told “I don’t make the rules, I just do what I’m told,” which didn’t feel very professional.
I wasn’t upset about the policy itself — I just wanted clear information. Better communication and customer service would go a long way here.
The facility itself seems fine, but the interaction could have been handled much better.
I’ve had my belongings here since January 2024 when I moved out of my apartment. Everything I own except the clothes and other personal belongings that I need to live from day-to-day, is in the storage unit.
I’m a mother to a profoundly disabled child. She is 14 and she can’t even walk or talk . She is often very ill and is in and out of the hospital. She has central apnea, meaning she just stops breathing MANY TIMES a day. She wears supplemental oxygen 24/7.
In September of last year, she was admitted to the hospital for breathing issues related to her apnea.
Up until 9/25/25, I was my daughter’s paid parent caregiver. My entire income was based on me caring for my own child in our home.
On that date, she was admitted to Children’s Hospital Briargate North. I disagreed with a pulmonologist on a medical intervention for her central apnea, and that doctor called CPS on me alleging medical neglect. (I wrote a review for them too, please read it if you have children that you take to that hospital.)
CPS took custody of my child on November 2. When they took my child, they took away my ability to earn my income. I’m devastated and fighting like hell to get her back.
Jessica knows all of this,
I’ve been unable to pay my storage rent, and I’m now three months behind, the point at which they get ready to auction off your stuff.
Many weeks ago, Jessica told me that if I could not afford to pay all the back rent, that I could do a buyout and pay “50% of what you owe in rent and remove your belongings and take them elsewhere”.
I asked her approximately how much would this be, and she told me “about $250”.
So, since I have no income, and was trying to save my belongings from auction, I called my ex-husband and begged him for the money to pay Extra Space and get my belongings out. He gave me the $250 I supposedly needed to do the buyout.
So yesterday, I called up there to pay them and spoke with Jessica about how this will all work.
Prior to this I had checked the website and saw that my balance was $892.
Naturally I was very concerned because how does $540 go to $892?
I asked Jessica if that figure was correct, because surely that’s a mistake, right? Nope. Jessica told me that yes indeed it was correct because a whole bunch of fees have been added on, not only late fees, but other “administrative fees,” for “broken lease,” etc.
First of all, the Jessica that I thought I knew, who I had built a rapport with all this time, and who knows the entire story about having my child and my job taken from me, got extremely rude with me when I told her that all those fees were absurd.
She took a tone, a flippant, rude, unnecessary tone. I’m allowed to voice my opinion on exorbitant fees without you turning on me.
So I pretty much just got off the phone with her because I was getting extremely irritated.
A few minutes later I received a call from her supervisor, Frank, who proceeded to tell me that no, it’s not a 50% buyout, it’s in fact 70%.
Oh, I see….I say something you don’t like to your manager, and you retaliate by changing the policy on me on the spot? Frank told me I’d have to pay around $700 to do the buyout. That’s a long way from $250. Frank kept talking over me, not allowing me to explain the situation to him, so I hung up on him, because NO.
This is a FRANCHISE. The owner has the ability/authority to just charge me the $250 Jessica told me it would take to buy it out and remove my belongings from their property.
But, no, they have to be GREEDY and take everything I own, including some of my child’s medical equipment.
It took me YEARS as a single mom to be able to buy all those belongings, and it will take me years to replace all of them.
They could make an o exception for me, instead of tearing me down like everyone else in society has done the past few months. I’m about to get my child back in early February and start working again. One month to go to get back on my feet, and they take everything I own and need to set up a new apartment. 😡
Rodent damage. My first comment is that Jessica has always been very kind and helpful, and these issues are not reflective of her. The storage facility itself is overpriced, with non-humidity or temp controlled units renting for the same price as better units nearby. I was paying $70 for a small unit, and on my second month of rent they doubled my price. I had to bargain it back down. I also had extensive rodent damage in my unit, droppings and dead rats, and just about everything in my unit chewed through.
29 in fees
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