Access
This symbol must appear at the beginning of every valid gate code.
*
a customer wants to report a pest control issue
inform the store by sending a site task or refer them to the store
Can a customer pay through a check?
Yes but only to the store
The customer can access his unit right away even when it is overlocked as long as full payment is made
No. they will have to reach out to the store manager to remove the overlock
helps identify if a lock has been replaced without authorization, indicating possible break-ins that a customer get when they get a new lock on their unit
Crime Watch sticker program
If a unit is left unlocked for over 24 hours, the Store Manager will?
The SM will place a lock on the unlocked unit and mail the keys to the customer
Who decides whether a customer will be evicted from a unit?
The store determines eviction based on policy violations.
Can a customer make a partial payment with NSC?
No, NSC can only process monthly payment over the phone.
An auction winner calls
Ask for the store location and refer them to the store
Can customers cut their own locks off their unit?
No, only Extra Space employees or an approved locksmith can do it.
How long does it take for the suspended gate code to become active after payment is made?
15 mns
How much notice is given to a customer before eviction?
A 15-day written notice sent via certified mail.
Can we re-send a receipt to the customer?
Yes
Can making partial payments stop the unit from being sent to auction?
No. The full amount needs to be paid
A nearby Extra Space Storage location that can assist if the original store’s manager is unavailable.
Sister Store
What does a closed padlock icon next to “Delinquent” in Breeze indicate?
That the unit has been overlocked.
What is the first step a customer should take if their unit has been broken into and the office is open?
Call the local police department and file a police report.
Can a customer save more than one card?
Yes, they can save up to 3
An active duty service member has a unit scheduled for auction — what would you recommend in this situation?
advise the customer to contact the property directly
a customer wants to know about package deliveries or if they can have their packages delivered in their unit
Advise the customer to consult the store directly
Where can a customer's gate code be found in Breeze?
Under the Rental Details tab on the customer’s Rental Page. or in the mobile app
What must a customer do to have their lock cut by the store?
sign an Authorization to Cut Lock form. and make sure a staff is present when the lock is being cut
What can we offer if the payment through IVR does not work?
Send payment link via email or text.
Where do we refer a customer that was already sent to collections?
Rosenthal Morgan & Thomas
How often do pest control treatments occur at Extra Space facilities?
Monthly, quarterly, or bi-annually, depending on the store's needs.