DO NOT GIVE THEM YOUR BUSINESS.
In short, Extra Space Storage told us we could unload our belongings from a moving Pod, then changed the story multiple times, ultimately forcing us to go elsewhere after causing us to incur additional expense and making it impossible to do business with them.
My family needed storage during a move from out of state. When we visited this Extra Space Storage office during a house-hunting trip, a wonderfully charming woman named Sarah helped us reserve a unit and told us that our moving plans, which included a moving Pod, would be fine. Other than being a little troubled by their requirement that renters be fingerprinted -- a policy that goes unmentioned until they put the ink in front of you and that I have never encountered at other businesses, let alone other storage facilities -- we felt reassured that we had made a good decision.
Boy, were we fooled.
The day before our move, we called Extra Space to check that everything was all set, at which point an employee named Walt told us that we would have to have our Pod picked up the same day it was delivered and unloaded. Having not been warned about this policy but trying to comply, we called PODS to see if that was even possible and made last-minute changes to our arrangements.
A little while later, after we had rescheduled our Pod pick-up to adhere to Extra Space's policy, Walt called back, having suddenly and inexplicably changed his story: No, he said, you can't bring a Pod here at all. He gave a couple of weak explanations, arguing first that it would be ""a conflict of interests"" because PODS is their competitor and then that the Pod wouldn't fit. When we pointed out the flaws in his arguments and asked, more importantly, why he had told us a different policy earlier, he offered no explanation.
Frustrated, we told him to cancel our contract. Later that day, Walt called and changed his story again, saying we could use a Pod as long as we had it picked up the same day.
We decided to give Extra Space another chance, rescheduling the Pod delivery and movers for a month later -- the next time we would be in the area -- at additional expense to us. A week after the debacle with Walt, we called to check in, and a manager named Jose said Walt no longer worked there and that the story had changed once again: No Pods allowed.
When we told Jose to cancel our contract, he said we would then have to come remove the lock on the still-empty unit ourselves before the next day or be charged another month's rent -- quite a feat when the keys are hundreds of miles away! Jose offered no help, saying he could maybe give us an extra day (though not mentioning they don't charge late fees for five days according to the contract) but that he couldn't just cut the lock. Turns out he can, if we sign paperwork authorizing him to do so -- which we found out after we called back and pointedly asked about their policy if you lose the keys.
After all that trouble, Jose said he would give us a refund, but it looks like we're receiving just 1/9th of our money back. We're so sick of dealing with them we aren't even going to contest it.
more