Extra Space Storage - 6906 - Aurora - S Havana St

BE AWARE OF THIS PLACE!!!!!!!! If I could leave zero stars I would!!! This is the worst experience Ive ever had with a storage unit. Since day 1 unit number assigned at the facility was not the same one on the contract. After they were made aware of this they neglected to change the unit number and said it was not a big deal. 3 months in my unit was taken over by them with a red lock for over a month without any notice. I didn’t notice until after the holidays and when i called the facility to see what was going on they could not give me any explanation of anything, nor did they wanted to give me access, and told me to call corporate. When i spoke with corporate they did not have any records of the unit having a red lock as my account was in good standing according to them and referred me to the facility manager Albert who was the first person to deny me access. When he finally took the red lock out I realized my unit was broken into because I had missing stuff worth over $10k and the lock i purchased when signing the contract was on the floor with clear signs of being cut off. Albert had previously said that in order to “take over” the unit it had to be over 30days past due and it needed supervisor approval. I asked to escalate this issue and spoke to Michelle the corporate manager who only pressured me to signed another lease or else i would not get access to my unit and they would over lock it again, and also said my unit would cost more because it was the wrong unit number and it was bigger than the one i had purchased originally. Both Albert and Michelle were very unprofessional and none of them could tell me what happened and just advise to talk to my homeowners insurance for reimbursement of the stolen things, she only offered to refund me for the time I didn’t have access to my unit but I am yet to receive any calls, or reimbursement. I called corporate again and ill they tell me is that someone will give me a call back and they never do. Since then, they have refused Multiple times to talk to me nor were they willing to check the cameras to see what happen. Gave me the run around multiple times and also tried to lie and tell me my unit was a different one than the one i was claiming to be mine. STAY AWAY from this SHADY PLACE!!!!!! I am writing the review to avoid this nightmare to someone else as i am not getting reimbursed for my monthly payments or the stolen items, and all they have done is wash their hands off.

The two guys that work in the office have been great to work with over my last few recent encounters. They helped with a “stuck” overhead door without complaint. I had a couple specific requests and they were extremely nice and professional. I highly recommend the new management.

Isaiah did a great job helping me out. He was very professional and helpful throughout the entire process. I really appreciate his excellent customer service!

I Have been a customer for 10 years now. This storage facility has been awesome. The customer service is exceptional. Albert was helpful in answering my questions and assisting with my 2nd storage needed. Aaron was informative on price. Signed, Happy Customer!

If I could give zero stars, I would …Worst storage unit in the city. I’ve never had such horrible customer service, Being placed on hold and being left there for a half hour earned you this review. This is after my storage unit was broken into and I was robbed. 10 years worth of Christmas memories. Over $10,000 worth of stolen items, but of course their insurance would never even cover that. After I realized, I was robbed and started slowly clearing out the storage unit what was left behind. a security guard pulled up to me, he didn’t speak any English, Asking me for my ID…..The audacity!, where was he when my storage unit was getting robbed? The worst part was, they didn’t want to pull up the camera footage for the police officer because they “Couldn’t figure out when it happened” , so why are we punching in codes to get in? I’ve been waiting for my insurance payout to be able to replace some of the things I lost and I’m still waiting and then insurance, After I was told, I would have the money last week. Such a horrible experience and even worse customer service. I restrained myself from writing this review multiple times, but seeing as I can’t even get a payout from insurance that I’m rightfully owed I think the people deserve to hear the truth.