very nice I pulled up to my storage and it was covered with snow. I called and asked could they come in and shovel they were prompt, polite, and courteous. I’ve been using this Storage for 2 1/2 years and just granted another great place to store vehicles and personal items great people.
My favorite thing about extraspace storage is the versatility of the customer service experience. I’m an older generation, and I am thrilled that when I go there there is someone in the office. There is an employee on site. When I call, someone answers the phone!! It’s delightful. And they are so helpful and so friendly and so kind and so informative. And if you’re of a younger generation and don’t want any human contact, you can do everything virtually! You can do literally everything you need to do online And on your phone and not have to talk to anyone! :) I feel safe there. I feel like my belongings are safe there. And the whole experience from start to finish has been exactly what I needed when I needed it. Highly recommend.
I’ve been using Extra Space Storage to hold some basic lawn care equipment during my first year in lawn care. This started just over a year ago, back when the company was still called Storage Express. (I’m assuming the name change happened because of a new owner.)
When my wife and I were comparing storage companies, we chose Storage Express, (now Extra Space Storage), because of the convenience and the price. In mid-2024, the unit was $97 per month. By the end of 2025, after the name change, the price had jumped to $177 per month.
That’s nearly double in just one year.
Because of the constant price increases and the fact that winter is our slow season for lawn care, (which was also our first full year in business), we couldn’t keep up with the cost. We fell two months behind. We owed two months, we were charged late fees as we should, and they also added an “auction fee,” which brought the total past-due to $700.
They gave us two options: pay $600 and move out the same day, or pay $700 and keep the unit.
That was enough for me to know that I didn't want to be there anymore, so we went to our apartment office to see if a neighborhood garage was available. And thank God there was.
We got the garage then went up to ESS. I spoke with a guy named Anthony. I asked what caused such a drastic increase in just 1 year. He said the pricing works “like the stock market” and that it isn’t even set by them, but by an AI program that looks at nearby storage facilities and generates prices. I asked him, when the AI software is searching for prices, what is it searching for, the highest price or the best price. He said he has no idea. I’ve worked with several companies around Indianapolis doing digital media marketing, and I’ve never heard a founder or staff member explain pricing in a way that seems so out of their own control.
I also asked why we were being charged an auction fee if nothing was actually going to auction. He said it costs money to list items for auction. I don’t believe our items were listed yet, but it didn't matter, we already had a better option for $90 less. At this point I was starting to understand the culture of the company based on what I was being told by Anthony.
Anthony then started offering ways to lower our monthly price. He said the original rate is usually an introductory price and goes up over time, and that we could re-sign and switch units to bring the price down to $140. I asked if that meant we could just keep switching units to stay at the introductory price, the lower price, and he said no, but that they could lower the price on our current unit.
It's almost like he didn't realize that seconds ago he said we needed to resign and switch units for the price to lower (introductory price) now seconds later, it's possible to have our price lowered even if we stay in the same unit.
At that point, I just wanted to stop supporting a business that seems to operate strictly by numbers.
I think Anthony knew that the company bs was starting to get exposed so he then offered another exception, saying we didn’t actually have to be out the same day like the policy states, and that we could take the whole weekend if we needed. I didn't want any "favors" or hook-ups, I wanted to be done with that company. We have enough companies that aim to squeeze the most dollars out of their own supporters.
When I got home, it hit me. The stock market goes up and it also goes down. We were never emailed about a price decrease, so this AI software must not control pricing that much. Or it's programmed to constantly find the higher price. Also, It might show a price suggestion but it doesn't put that price into affect.
I’ll end with this: If you need storage and Extra Space Storage is your only option, do what you need to do. But there are companies out there that care more and aren’t relying on AI to decide how much your unit price should increase every month.
I hope they make the right adjustments and grow their business the right way.
I recently rented a space to store a vehicle. Anthony called me to confirm the details of my reservation and even took the time to meet with me on site to ensure that I was in a space that worked for my needs. The facility is nice and secure, and the staff take good care of their customers. Highly recommended.
I recently dealt with Anthony, who was very understanding and lenient with me on my unit and my situation. I really appreciate his willingness to consider my situation and do some things around for me the way he did. If you’re gonna get some space somewhere, I don’t see a reason anywhere else could be better for your stuff, It’s one thing should be late or short but deal with Anthony and you’re in the right place. Good dude good business merry Christmas
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