Extra Space Storage

I posting this here because it was deleted and I was also blocked from their Facebook page, without anyone from corporate to contact me. nor have I received any reply over Twitter
When we set up our storage unit Jose was extremely helpful and knowledgeable, the one thing he didn’t inform us about was how important is was to exit before 10 pm. He only informed us that we wouldn’t be able to exit after that time. But this isn’t about him.
We returned to the facility at 9:45, we unloaded our truck, and notice 2 vehicles come in, shortly we were done I want to say no later than 10:10, we saw only one of the two vehicles leave at that time. As we started to head out towards the gate the sensor didn’t let us out. We tried walking up to the gate to get a better reaction our of the sensor, no luck.
We called a non emergency cop to try and help us, after the 1888storage number was of no use when it’s after hours. *fast forward 2+ hours the cop didn’t show up…
In those two hours, a drove around and beeped our horn in hopes of maybe an overnight manager was on the premises to hear us, no luck
We noticed the other key pad our code didn’t work
One of my friends was able to maneuver his way though your call system to get to an emergency line to speak with someone who got in contact with the other manager Maggie
Once we were able to get a call from her she didn’t waste any time interrogating my BF if we were the couple who was at the location earlier.
Snipits of what my BF repeated to me
«Do you have any idea what time it is?!»
— We understand miss
*How could we not?! being stuck for over two hours for some help*
«We told you the gate closed at 10»
–yes true, but only to enter the facility.
*No info on how to exit or that there isn’t a fail safe in case you were on the opposite of the gate after 10pm
«Do this again and we will hit you with a penalty fee!»
While my bf was calm and collected on the phone she was so rude and disrespectful towards him.
Finally after a lecture that was unnecessary, she assisted us in the steps to be able to leave.
She called the next day to rudely reiterate the lovely convo my BF had with her the night before.
After this mess we won’t be there any time near 10 pm, I really hope that this story that was deleted off of your public Facebook page won’t go unnoticed
I hope that Maggie will be retrained in how to handle a situation like this better, some customer service, I work customer service, and the way she spoke to my BF is NO way to treat a customer.

The facility is well staffed. Jose and Margaret are extremely friendly and hospitable. They’re always the two I find when I go there. The facility is your average self storage facility. I had my things stored in their smallest space (5×5) for a little over a year. My things were all there, although I wouldn’t recommend leaving anything made of leather (in non air conditioned spaces). It will definitely be cracked and ruined from the Miami heat, when you return.
I would also highly recommend that you give them your exact move out date (within good time… Meaning, after the previous month’s bill, but before the next billing date). If you let them know too soon they might still charge you and if you let them know too late, you’re SOL and have to pay the month.
Also… The price you agree to will definitely go up almost every 4 months so, make sure to review the contract.