Extra Space Storage
Refused to retrieve files that fell down gap in stairs

I have a long, long string of complaints against this place, where I had a storage space for 12 years. I'm going to write about only one of them here.

A $5 piece of flashing would have saved me a lot of hassle after I accidentally spilled a big bunch of personal files down a gap between the stairs and the wall as I moved out of a so-called "mezzanine" space. For 12 years, I assumed they had access to that space because it was so obviously an accident waiting to happen.By any reasonable standard they were liable for negligence for not putting something over those gaps, and they should have borne the expense of providing access to that space.

They disagreed. After claiming that they'd made an effort to reach the files, the manager (who, in fact, had no idea where the files were—so much for making an effort) simply announced to me that they weren't giving my files back.

I was furious. I took it two steps up to the district level and was told they had made a reasonable effort to get the files, so any other time or expense was my problem, not theirs. At this point we were talking about having to take the stairs apart to get to the files. (There were a couple of too-lazy-to-look assumptions on their part as to how the stairs were put together, btw.)

Turned out the files were accessible if you had two hours, some determination, and a garden tool on a pole. (The only help they offered was the use of a grabbing bar—the kind you use to get jars off a high shelf—which actually was useful.)

My impression was that these knuckleheads had no idea they were negligent, even at the district level, and obviously that they didn't care.

So be warned: Stay away. They're negligent about your sanity too.

Company: Extra Space Storage
Country: USA

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