Customers frequently cite the facility's cleanliness, secure location, and helpful staff as primary reasons for their high ratings. However, low-star reviews highlight a recurring pattern of significant price increases, often without adequate notice, and occasional issues with digital access systems. While many patrons appreciate the welcoming customer service, others report frustration with billing practices and limited office hours that complicate unit management.
Google rating: 4.9 out of 5 from 1,221 reviews (96% five-star).
Reviews on this page: 1,220 Google reviews (975 with written comments, 8 with photos).
Owner responses: the business replied to 82% of reviews.
Most recent review: November 13, 2026.
Service: Storage Unit serving Chicago, Illinois.
Data from Google, last updated November 13, 2026.
Star ratings
1,220 Google reviews we collected
4.9of 5
5 stars1,17496%
4 stars232%
3 stars20%
2 stars60%
1 star151%
Praise vs complaints
Phrases our text analysis found in 975 written reviews
98%praise
Praise1,03198%
Complaints242%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude56153%
Quality & results14314%
Would recommend14113%
Speed & response878%
Price & value585%
Communication404%
Honesty & trust252%
What customers talk about
We read 975 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Never pushy, always smiling, tech savvy and ever helpful.”
“Excellent service and help with my questions from Barbara Burl, and the location of the place was very good.”
“Terrible, "I'm just a victim" customer support when you call them on their BS.”
“Highly recommend if you’re looking for a secure storage to keep your belongings!”
“I normally don't review, but was basically forced to review before leaving the office which is why I went from 5 stars to 1.”
“Ms Barbara was fast and efficient with getting me set up!”
“She even told me when the slow periods are so that I would not have an issue moving in.”
“Very easy to get a storage unit here and also at an affordable cost, would reccomend 👍”
“Crazy price increases each year with no room for negotiation.”
“Denise was super helpful and answered all my questions.”
“It’s rare to find someone who genuinely cares about giving customers a great experience the way she does.”
“She also lied to me and claimed she saw me on camera sleeping in my unit when I told her to go back and look at the cameras to prove I was doing nothing wrong.”
People customers mention
Barbara210 reviews
Burl41 reviews
Fullerton31 reviews
Barb14 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
You want safe secure storage, go see Barb.
Older building. No frills. Excellent location. The corporate is so so. Adequate drop off parking. Price about average. Have two units. The only reason we stay here is because of the Facility Manager, Barbara Burl. She is the best. Never pushy, always smiling, tech savvy and ever helpful. Such a professional. She's the reason to be here. I know my "stuff" is protected and secure so long as she's in charge. No funny business. No "randoms". No junk in the hallways. Perfect.
Jimmy Moreno2 reviewsiTotal number of Google reviews Jimmy has written across all businesses on Google Maps, not just this one.
Excelente servicio y ayuda ante mis inquietudes por parte de Barbara Burl, y la localización del lugar muy buena.
Response from the owner · 9 hours ago
Muchas gracias por compartir tu experiencia, Jimmy. Nos alegra saber que recibiste una excelente atención de parte de Barbara Burl, y nos aseguraremos de compartir tus amables palabras con ella y con todo el equipo de Extra Space Storage.
Al Henriquez9 reviewsiTotal number of Google reviews Al has written across all businesses on Google Maps, not just this one.
This Extra Space Storage has been a great to my family and I. I’m beyond impressed with the customer service Barbara has provided me the 3 years I’ve been here! She’s one of the nicest people you’ll get meet! Thank you again Barbara.
Response from the owner · 22 hours ago
Thank you immensely, Al. We appreciate your family’s trust over three years and are grateful for your recognition of Barbara’s caring customer service.
Jessica11 reviewsiTotal number of Google reviews Jessica has written across all businesses on Google Maps, not just this one.
My previous review was from last year. I had units here two different times-once from August 2025-Oct 2025 & then from April to August 2026. My first time was great. My second time, not so much.
On Tuesday 5/5/2026, manager Barbara Burl came up to me at 7:10 am while I was at my
storage unit (unit 136) and said she was going to kick me out for sleeping in my unit.
I have never slept in my unit, nor have I broken any rules at Extra Space Storage.
Barbara said that she was the manager, but she refused to tell me her name when I asked her her name. I found her name out later.
She also lied to me and claimed she saw me on camera sleeping in my unit when I told her to go back and look at the cameras to prove I was doing nothing wrong.
I went back to the office at Extra Space Storage at around 10 am the same day during office hours to complain about this. Barbara had the day off (she came in on her day off 2 hours before the office was even open to lie to me & harass me.) A man was
working in the office and he said he was the manager, but I don't know his name.
I filed a report with the district manager, Ana Valentin, complaining about this and also filed a report with the Chicago Police Department. I'm attaching a copy of my police report. After that date, Barbara did not threaten me, lie to me, or harass me anymore, but as of August 22, 2026, Barbara still works there.
There is an older white gentleman who has a unit right across from my former unit who, 90% of the time, was there when I arrived at my unit and was still there when I left. He would often plug his laptop computer into the wall outlet and sit down and use it, which I know is frowned upon at storage units. Yet, I never saw any employees say anything to him.
I have no idea why Barbara did this to me because the first time I had a unit here, I only saw her a couple of times, but she was very pleasant to me back then. She was also very nice to me over the phone in October 2025 when I was arranging moving out of my unit. I have a feeling that Barbara did not do this on her own and that someone else put her up to it for some reason.
I am reporting this because I want to make sure that Barbara doesn't do this same thing, or worse, to any other customers at Extra Space Storage. As long as customers aren't breaking any rules and are behaving respectfully, they don't deserve to be lied to, threatened, harassed, or treated like crap.
2025-Excellent value and customer service. I'm very happy with my unit so far.
Response from the owner · Edited 2 months ago
It's regrettable to hear about your experience at Extra Space Storage, Jessica. Please feel free to reach out to us at (773) 486-4500 to discuss this matter further.
Madison Marucci1 reviewiTotal number of Google reviews Madison has written across all businesses on Google Maps, not just this one.
Barbara was incredibly helpful when setting up a transfer of our storage unit.
Response from the owner · 6 days ago
Thank you for sharing your experience with Extra Space Storage, Brad. We are glad to hear that Barbara was so helpful with your unit transfer, and we will be sure to share your kind words with her and the team.
All The Best3 reviewsiTotal number of Google reviews All has written across all businesses on Google Maps, not just this one.
Today, I went to this place and Barbara was extremely welcoming, patient and very nice to me. She did help me get what i was looking for. The facility was clean and secure too. I'm giving you 5 stars.
Response from the owner · a week ago
Thank you for sharing your experience with us! We are glad Barbara was so helpful and made sure you found exactly what you needed.
Valentina RicupatiLocal Guide · 101 reviewsiTotal number of Google reviews Valentina has written across all businesses on Google Maps, not just this one.
Valentina, thank you for sharing your experience. We are glad to hear that you appreciate our clean facility and convenient location, and we will be sure to share your kind words with Barbara and the rest of our team.
