Extra Space Storage - 2007 - Waltham - River St

I have stored stuff at this location for years. My current locker unit is on the third floor and I had elevator access and off hours access when I moved in there. A couple months ago the elevator stopped working.When I asked recently, they said they don’t expect it to be fixed until after the new year. It will be at minimum four months without an elevator to get my stuff out. Then this week I got a email saying the loading dock door is not operating correctly, and our off hours access is now restricted for at least the next month. Now today, I got a postcard saying my rent is going from $125 to $157 a month. An absolute travesty that they would raise rent up for a facility that has severely diminished access. I will not be paying this extra rent. Even if I have to carry all my stuff down three levels, I am out of there. Severely mismanaged, inaccessible, and they have a lot of gall raising rents right now. Good luck renting my unit out again to a walk up third floor unit. Enjoy your zero dollar month rent. Part 2: since I wrote the above, I went to the unit to start pulling stuff out. The loading dock door where we have keypad access was closed and broken. The office door had a note that said staff on site call or text this number. I did both with no response. There was an 81 year-old woman waiting there as well, who wanted to access something in her unit. she was also on the third floor, with a large unit full of stuff that she cannot access. After a while, we found a side door propped open. So at least we got into the building. (well, grateful to get in, now I’m questioning the security. Anybody could’ve walked in off the street with a bolt cutter and had access to any of the units in that building and walked right out.) After hauling a bunch of stuff up and down the third floor stairs. I finally saw somebody in the office. Guy named Geo. I asked him where he was, and why there was no access in the middle of the afternoon. I said I called and texted. He said “oh well I just got here” I had been on site for an hour. With no access to my stuff. And just a flip answer. BE Forewarned. Stay away from this place. I’m actually reaching out to the city of Waltham, and possibly the Attorney General‘s office. They are robbing people. A 25% increase in my rent, and I cannot even get into it in the middle of the afternoon nor can I get down the stairs. Large stuff is trapped upstairs for months. I’d only been aware of the elevator being out for about four months, but I’m hearing from other people that’s 6+ months. The elderly woman, I spoke to is resigned to the fact that there would be a price increase, and she cannot move out. She is basically being held hostage and extorted. Update three: I returned again to continue to clear out my unit. I got there at 4:50 PM. The office was supposed to be open till 6 PM. The office was locked, and again our access door was broken, and I could not get to my stuff. I called and texted the number that had been on the door a couple hours prior, it was saved in my phone, but again no response. I was determined not to leave during business hours and to get to my stuff, so I opened up a chat with Extra Space to see if I could get some sort of response. During that time, Geo stepped out of his car, which was parked at the other end of the parking lot behind a storage container. He was there the whole time. And now that I think back to it, that car was there earlier in the day, and he likely was sitting there then as well. So they have no access to the place and the person that’s supposed to be manning the office is hiding in his car, doing what I don’t know. But all I know is this is a fraud of a company. And something is seriously wrong. I started this review to warn off future customers, but now, if any current customers are looking at this, I would get your stuff out of there as fast as you can. I don’t believe they’re gonna be in business much longer. Something is seriously wrong. I contacted the Attorney General and the town of Waltham this afternoon.

I had the worst experience with the Extra Space Storage at 37 River St Waltham MA .I went here to rent a unit for a week while I waited for my new apartment to be renovated I spoke with the guy and told him I would like something on the first floor because I knew it was going to be a fast in and out as my new apartment was a week away from being ready .The guy then informed me that they only did monthly rentals and also didn't have any open first floor units "but don't worry We have elevators" so I said ok so they rented me a unit on the 3rd floor saying I would have access to the elevators . I rented the unit came back the next day to move the stuff in and the Elevators now had a out of order sign on them I went in the office to ask the guy when will they be fixed and he said he didn't know but I could "use the stairs ,the elevator is a luxury" 🤬I then replied telling him the only reason I agreed to rent that unit was because of the elevator that he sold me on he then replied with the same "use the stairs ,the elevator is a luxury". Went back to the office and was told this is a walk up unit.

Unless you're on the first floor or outdoor units, don't rent here. To start, I was told the manager left a lock in my unit for me to use, but when I get there it is a broken lock, completely unusable. Not sure how someone could possibly have missing this detail as the latch was literally broken off, in two pieces. The elevator has also been broken the entire time I was renting, and from what I have read, it doesn't sound like it will ever be fixed. I had to haul all of my stuff up 2 flights of stairs to the third floor, and then up mobile stairs since my unit was on top of another unit, which I was never aware of. Nobody was ever in the building during office hours (before they moved online). I was also never notified of a price increase on my unit. Overall genuinely a terrible experience and I will never be coming back.

This place is beyond unacceptable. I’m honestly shocked it’s allowed to operate. Mold is everywhere, the stench is unbearable, and it feels downright dangerous—like stepping into a horror scene. The polished photos are a lie. This place should be condemned. It’s unsafe and terrifying, and frankly, it’s appalling that it’s still running…

If you are considering renting on any of the upper floors, beware the elevator has been broken for the last 6 months and I can not get a straight answer when it will be fixed. My guess seeing the elevator is 60 years or older, they can't find parts. Additional edit: I finally got ahold of Geo who claimed to be the onsite manager. Kasey used to be the onsite manager a had been very helpful when there were any past issues. When the elevator first broke in earlier in 2025 she was proactive in giving me a discount on a months rent for the inconvenience, offering great customer service. Talking to Geo just now, all he wanted to do was transfer the problem to somebody else and would not take any responsibility. I will be cleaning my unit out as soon as possible which will require moving large items down steep stairs (probably an insurance liability). I will leave another update if I can get any answers beyond the poor responses and lack of ownership I have gotten from Geo so far.