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Extra Space Storage
- Self Storage
- Richmond, VA
About this business
Location details
5202 W Broad St, Richmond, VA, 23230, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 06:00 a.m. to 10:00 p.m. | |
| Tue | 06:00 a.m. to 10:00 p.m. | |
| Wed | 06:00 a.m. to 10:00 p.m. | |
| Thu | 06:00 a.m. to 10:00 p.m. | |
| Fri | 06:00 a.m. to 10:00 p.m. | |
| Sat | 06:00 a.m. to 10:00 p.m. | |
| Sun | 06:00 a.m. to 10:00 p.m. |
So I asked for climate control, they did a bait and switch and I ended up with an outdoor storage unit with no climate control whatsoever. Figured it would be okay after I asked if bugs were an issue and they said no. Well now everything's covered in webs and spiders and I had to throw everything out because of my arachnophobia. As I was getting everything out literally spiders were falling on me. Also after 5 months they upped the rate by $50 when I was already paying over $100 for a bogus storage unit under false pretenses... read more
Business response:
Hi Cat, thank you for sharing your experience with us. Our "Clean and Green" policy is intended to keep all of our facilities to a high standard. We're sorry to hear that your experience was negative and will be sure to share this feedback internally. From time to time, we make adjustments to our customers' rental rates to keep up with the rising costs associated with providing top-notch service and a secure facility. If there is anything we can do for you in the meantime, we are here to help and can be reached at (804) 285-... read more
While the staff is very friendly and signing up is easy, I do not recommend this facility. We had a bunch of boxes stored there for a month and when we picked them up they were infested with spider crickets. Unpacking them in our new house was a nightmare, we'd open a box and several spider crickets would pop out.
I had some damage and lost a lot of personal belongings due to ants. While insurance (offered by extra space) did not cover it, the facility offered me one free month. Despite the amount of items lost not being close to the amount of a free month. I contacted their Stafford/Fredericksburg facility, told them the story, sent pictures, and was told I would receive a new unit at my current rate AND they offered me a sum of money. While it was not about the money, but rather the service (or lack there of) on the day of the ... read more
So they sounded great when I first was reading their site! Also- once I reserved my storage unit, and I got a call 10 mins. later welcoming me to their business and I was filled in with the steps to actually claim my space, I was very, very impressed! Well, when I got there, I had no choice to whether or not I wanted insurance. So I had to pay extra every month. So the "great price" they originally promised me went up a significant amount! Wasn't too happy about that. I figured insurance wasn't really needed seeing as I on... read more
Business response:
Cindy, we do require insurance for customers who do not already have homeowners insurance. We are sorry for any inconvenience and will forward your feedback to our team.
Our storage unit was infested with ants that for into most of our inventory rendering it useless. The insurance policy that they require you have does not cover insects or rodents. We spent almost four hours in the sun cleaning out the unit and throwing out inventory. Staff offered no help except giving us plastic gloves to handle the ant infested mess. The gm told us to take the items we had infested with ants could be taken home and washed. No compensation was offered other than a free month.
Business response:
Michelle, we are so sorry to hear about this. We strive to provide all of our customers with clean and secure units, so we are disappointed you experienced otherwise. We offer a variety of insurance plans to cover different situations and encourage you to inquire about them at the West Broad St facility.
The facility is great and they offer 24 hr access to the customers so they can access their units at anytime. However, their staff and customer service is seriously awful. I rent two units there and have been renting them for over a year now, with that said, I would hope to receive at least good customer service. I understand that excellent customer service is hard to come by these days. Anyways, I had a package delivered to one of my units and it was suppose to be over nighted and arrive on Wednesday morning. I had one of m... read more
Frequently asked questions about Extra Space Storage
How is Extra Space Storage rated?
Extra Space Storage has a 4.8 star rating with 1,110 reviews.
When is Extra Space Storage open?
Extra Space Storage is closed now. It will open at 6:00 a.m.