When you hear the phrase “self storage”, chances are a few big names pop into your head. Among them, Extra Space Storage usually stands out. With thousands of locations across the United States, the company has built a reputation as one of the most recognizable players in the storage industry. But beyond the polished marketing and bright green signs, what do real customers actually say? Do Extra Space Storage reviews paint a picture of reliability and trust or are there hidden pitfalls you should know before signing a rental agreement?
Like most services, the truth lies somewhere in between. Extra Space Storage has plenty of glowing reviews praising their clean facilities, friendly staff, and convenient online tools. At the same time, there are recurring complaints, especially when it comes to pricing and rate increases. To give you the clearest picture possible, I’ve sifted through hundreds of customer stories, combined them with a bit of personal observation, and put together a detailed breakdown of what renters love, what frustrates them, and what you should keep in mind if you’re considering storing your belongings there.
First Impressions Matter: The Story of the Walk In Customer
Imagine this, you’re in the middle of moving, your living room looks like a tornado hit it, and the movers are scheduled for tomorrow. You need extra space (pun fully intended), and fast. So, you type “storage near me” into Google Maps, and Extra Space Storage pops up as one of the top results. You drive over, hoping for a quick solution.This scenario is common, and according to many reviews, the first impression at Extra Space is often a positive one. Customers frequently describe walking into a clean, air conditioned office where the staff greets them warmly and patiently explains their options. For people stressed by the chaos of moving, that small human kindness can make all the difference.
One reviewer compared their first visit to “a breath of fresh air” saying the manager not only walked them through the rental contract but also gave them tips on how to stack boxes efficiently. Another said the staff offered them a bottle of cold water on a sweltering summer day. It may seem like a small gesture, but when you’re sweaty and frazzled from carrying boxes, details like that stick in your memory.
The Big Positives: What Customers Love
When you scan through Extra Space Storage reviews, certain themes repeat again and again. These are the things that set the company apart for many customers:1. Excellent Customer Service
This is, without question, the most consistent praise. Employees are often described as “friendly”, “helpful”, and “professional”. For many renters, the staff seems to take the edge off an otherwise stressful process. It’s not unusual to find reviews where customers mention staff members by name, almost as if they’ve become part of the moving story itself. That kind of recognition speaks volumes about the impact of good service.2. Clean and Well Maintained Facilities
People want to know their belongings are in good hands. Over and over, reviewers highlight how spotless the storage areas are. Hallways are swept, climate controlled units feel fresh, and outdoor drive up spaces are well kept. Compared to some smaller local storage companies that can feel a bit neglected, Extra Space seems to take pride in presenting a professional environment.3. Security Features
Peace of mind is critical when leaving your valuables behind. Customers frequently praise the security measures things like electronic gate access, personalized codes, surveillance cameras, and sturdy locks. Some reviews even note how staff regularly walk the property to make sure everything looks secure. While no facility is immune to theft, these features help renters sleep a little easier at night.4. Convenience and Accessibility
Many reviewers love that Extra Space offers extended access hours. Some locations allow entry from early morning until late at night, and online account management makes payments and reservations simple. Drive up units are especially popular, as they let you back your car or moving truck right up to the door a lifesaver when moving heavy furniture.5. Easy Online Reservations
Extra Space’s website and mobile app get positive mentions for being straightforward and easy to navigate. Customers appreciate being able to check availability, lock in a unit, and even sign a rental agreement digitally before arriving in person. In a world where many of us prefer to handle logistics from our phones, this convenience scores major points.The Pain Points: Where Reviews Turn Critical
Of course, not every review is five stars. Just like any nationwide service, there are common complaints that show up again and again. Let’s unpack those:1. Price Increases After Move In
This is, hands down, the number one complaint. Many customers report that their rental rate started off reasonable sometimes even cheaper than competitors but within a few months, the price jumped significantly. Some say they expected small increases, but instead saw hikes of 20–30% or more.To renters, especially those planning on long term storage, this feels like a bait and switch. They move everything in under the impression of affordability, only to face mounting costs later. While Extra Space states clearly that rates are subject to change, the frequency and size of increases have left some customers feeling burned.
2. Hidden Fees and Insurance Requirements
Some reviewers mention being surprised by administrative fees, lock purchases, or required insurance. While these aren’t necessarily unique to Extra Space (most large storage chains have similar policies), the frustration usually stems from a lack of clear explanation upfront. Transparency, or the lack thereof, makes a big difference in customer satisfaction.3. Location Variability
Because Extra Space has thousands of facilities, experiences can vary wildly depending on where you rent. One location might have a stellar team that goes above and beyond, while another might have disorganized management or maintenance issues. This inconsistency is reflected in reviews some locations average nearly perfect ratings, while others hover closer to three stars.4. Limited Climate Control in Some Units
Although many Extra Space locations offer climate controlled storage, not all units have it. Customers storing sensitive items (like electronics, photos, or furniture) sometimes discover too late that their chosen unit isn’t temperature regulated. This can lead to issues with humidity or heat damage, particularly in hot climates.A Closer Look at Customer Stories
To really understand what Extra Space Storage reviews reveal, it helps to look at a few customer experiences in more detail. Here are some common scenarios:1. The Happy Mover
A young couple relocating across the country left a glowing review, saying the staff at their Extra Space facility not only helped them secure a unit quickly but also gave them tips on local moving companies. They described the experience as “stress free” and said they’d rent there again in a heartbeat.
2. The Rate Increase Frustration
Another renter shared that their $120 monthly rent jumped to $160 after six months, then again to $190 less than a year later. They felt trapped because moving their belongings to another facility would have been a massive hassle. Their review was blunt, “Clean and secure, but they get you with the price hikes”.
3. The Security Breach Concern
A small number of reviewers have mentioned break ins or thefts, though these are relatively rare. In most cases, the facility responded quickly, but it’s a reminder that no system is 100% foolproof. Some renters recommend getting extra insurance for peace of mind.
4. The Repeat Customer
Interestingly, many reviews are written by people who have used Extra Space Storage multiple times over the years. This suggests that despite the complaints, the company still manages to build loyalty with a significant portion of its customer base. If people keep coming back, it means the positives outweigh the negatives for them.
Comparing Extra Space Storage to Competitors
It’s worth putting Extra Space into context. How does it stack up against rivals like Public Storage, CubeSmart, or U-Haul’s storage units?- Public Storage: Often cheaper upfront but receives more complaints about maintenance and customer service. Extra Space tends to score higher on cleanliness and staff friendliness.
- CubeSmart: Known for similar features, but Extra Space has more locations nationwide, which makes it more accessible.
- U-Haul Storage: Convenient if you’re renting a truck, but not always as polished or secure as Extra Space.
Tips if You’re Considering Extra Space Storage
If you’re thinking about renting with Extra Space, here are a few practical takeaways based on customer reviews:
- Ask About Rate Policies Upfront - Don’t just assume the low starting price will stay the same. Ask how often rates typically increase at that location.
- Factor in Extra Costs - Budget for admin fees, lock purchases, and required insurance so you’re not surprised.
- Tour the Facility Beforehand - Not all locations are equal. Take a quick tour to check cleanliness, security, and staff professionalism.
- Consider Short Term vs Long Term Needs - Extra Space is often great for short term storage (during moves, renovations, etc.), but if you’re planning on storing for years, watch out for compounding price increases.
- Get Insurance - Even with good security, accidents and break ins happen. The peace of mind is worth it.
The Bottom Line: What Reviews Really Say
After combing through hundreds of Extra Space Storage reviews, a clear pattern emerges. The company earns high marks for customer service, cleanliness, and security the three pillars of what most people want in a storage facility. On the other hand, the biggest sore spot is pricing, specifically the rate hikes after move in.So, is Extra Space Storage worth it? The answer depends on your priorities. If you value a clean, professional environment with friendly staff and you’re only storing for a few months, chances are you’ll be very satisfied. If you’re on a tight budget and need long term storage, you’ll want to weigh the risk of increasing costs.
Like many things in life, the decision comes down to balancing convenience with cost. Extra Space Storage may not be the cheapest option in the long run, but for many customers, the peace of mind and professionalism make the price worth paying.