NPS Score
-100
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Xtraspace Selfstorage
How is Xtraspace Selfstorage rated on Hellopeter?
Hellopeter has tracked Xtraspace Selfstorage across 57 reviews. Xtraspace Selfstorage hasn't collected enough recent reviews — at least 10 in the last 12 months are needed — to calculate a TrustIndex score. Have you used Xtraspace Selfstorage? Write a review to help others decide.
Recent reviews (3)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2016
Poor customer service and failure to resolve a billing dispute
I am disappointed with the way my billing query has been handled by Xtraspace Storage Robertsham. I had an outstanding rental amount, which I acknowledged and paid. I also paid the administration fee of R308 as provided for in my signed rental agreement. However, Xtraspace subsequently charged an additional R42, which I specifically disputed and repeatedly requested them to explain. Despite my written correspondence, Xtraspace has failed to provide a clear contractual explanation or supporting documentation for the additional R42. Instead, I continue receiving statements/invoices as though no query was raised, without addressing the actual dispute. I have acted in good faith, paid the amounts I acknowledge as due, and communicated my concerns clearly. I expected Xtraspace to investigate and respond to the specific billing dispute rather than simply continue sending statements. This is extremely frustrating and reflects poor customer service and a failure to properly resolve a legitimate customer query. I am requesting that Xtraspace: Address my R42 dispute directly; Provide the contractual basis for the additional charge; and Correct my account if the charge cannot be substantiated. I would still prefer to resolve this directly with Xtraspace, but I am escalating this complaint because my repeated requests have not received a substantive response.
1 reviews | Active since Jan 2016
Poor customer service and failure to resolve a billing dispute
I am disappointed with the way my billing query has been handled by Xtraspace Storage Robertsham. I had an outstanding rental amount, which I acknowledged and paid. I also paid the administration fee of R308 as provided for in my signed rental agreement. However, Xtraspace subsequently charged an additional R42, which I specifically disputed and repeatedly requested them to explain. Despite my written correspondence, Xtraspace has failed to provide a clear contractual explanation or supporting documentation for the additional R42. Instead, I continue receiving statements/invoices as though no query was raised, without addressing the actual dispute. I have acted in good faith, paid the amounts I acknowledge as due, and communicated my concerns clearly. I expected Xtraspace to investigate and respond to the specific billing dispute rather than simply continue sending statements. This is extremely frustrating and reflects poor customer service and a failure to properly resolve a legitimate customer query. I am requesting that Xtraspace: Address my R42 dispute directly; Provide the contractual basis for the additional charge; and Correct my account if the charge cannot be substantiated. I would still prefer to resolve this directly with Xtraspace, but I am escalating this complaint because my repeated requests have not received a substantive response.
1 reviews | Active since Dec 2018
Break-in, No Security Evidence & No Management Accountability – XtraSpace Johannesburg South Africa
Company: XtraSpace Self Storage Branch: New Market Park / Alberton (Johannesburg Region) Rating: ⭐☆☆☆☆ (1/5) SERIOUS SECURITY FAILURE, POOR MANAGEMENT RESPONSE & NO ACCOUNTABILITY I am posting this review to formally raise awareness regarding my experience with XtraSpace following a break-in and loss of items at their facility in the Johannesburg region. 🔒 SECURITY CONCERNS The incident has highlighted several concerning issues relating to the facility’s security: No reliable CCTV coverage in key areas, despite security being imp**** as part of the service No clear or verifiable access control records to determine who entered the premises A system that appears to rely on manual logbooks and access tags, which do not provide sufficient accountability Concerns regarding perimeter control, with areas that appear accessible without strict monitoring As a paying customer over an extended period, I reasonably expected a secure environment. These gaps raise serious concerns about how incidents can occur without traceability. 📞 POOR COMMUNICATION & CLIENT CARE Equally concerning has been the manner in which this matter has been handled: Delayed or no responses to emails, despite follow-ups No proactive updates provided at any stage No direct engagement from senior or regional management A lack of urgency, despite the seriousness of a reported break-in At no point was there meaningful communication demonstrating accountability or concern for the customer. 👥 MANAGEMENT & INVESTIGATION CONCERNS Feedback received appears to be based on internal discussions only, without independent verification No formal site inspection or engagement from regional leadership within Johannesburg Responses referencing investigations have not been supported by evidence, reports, or transparency This creates the impression that the matter is being handled internally without proper oversight or objectivity. ⚖️ EXPECTATION VS REALITY Customers are charged monthly fees, which reasonably creates the expectation of: Adequate security measures Proper incident investigation Transparent and professional customer communication Unfortunately, my experience reflects the opposite. 📢 FINAL POSITION I have formally requested escalation to regional management and a detailed response addressing: Security failures Access control gaps Accountability for the incident Should this not be resolved appropriately, I will continue to pursue the matter through: Consumer platforms Relevant complaint bodies Legal channels where necessary ⚠️ DISCLAIMER This review reflects my personal experience and is based on factual events and correspondence. No personal information of staff members has been disclosed, in accordance with the Protection of Personal Information Act.
1 reviews | Active since Dec 2018
Break-in, No Security Evidence & No Management Accountability – XtraSpace Johannesburg South Africa
Company: XtraSpace Self Storage Branch: New Market Park / Alberton (Johannesburg Region) Rating: ⭐☆☆☆☆ (1/5) SERIOUS SECURITY FAILURE, POOR MANAGEMENT RESPONSE & NO ACCOUNTABILITY I am posting this review to formally raise awareness regarding my experience with XtraSpace following a break-in and loss of items at their facility in the Johannesburg region. 🔒 SECURITY CONCERNS The incident has highlighted several concerning issues relating to the facility’s security: No reliable CCTV coverage in key areas, despite security being imp**** as part of the service No clear or verifiable access control records to determine who entered the premises A system that appears to rely on manual logbooks and access tags, which do not provide sufficient accountability Concerns regarding perimeter control, with areas that appear accessible without strict monitoring As a paying customer over an extended period, I reasonably expected a secure environment. These gaps raise serious concerns about how incidents can occur without traceability. 📞 POOR COMMUNICATION & CLIENT CARE Equally concerning has been the manner in which this matter has been handled: Delayed or no responses to emails, despite follow-ups No proactive updates provided at any stage No direct engagement from senior or regional management A lack of urgency, despite the seriousness of a reported break-in At no point was there meaningful communication demonstrating accountability or concern for the customer. 👥 MANAGEMENT & INVESTIGATION CONCERNS Feedback received appears to be based on internal discussions only, without independent verification No formal site inspection or engagement from regional leadership within Johannesburg Responses referencing investigations have not been supported by evidence, reports, or transparency This creates the impression that the matter is being handled internally without proper oversight or objectivity. ⚖️ EXPECTATION VS REALITY Customers are charged monthly fees, which reasonably creates the expectation of: Adequate security measures Proper incident investigation Transparent and professional customer communication Unfortunately, my experience reflects the opposite. 📢 FINAL POSITION I have formally requested escalation to regional management and a detailed response addressing: Security failures Access control gaps Accountability for the incident Should this not be resolved appropriately, I will continue to pursue the matter through: Consumer platforms Relevant complaint bodies Legal channels where necessary ⚠️ DISCLAIMER This review reflects my personal experience and is based on factual events and correspondence. No personal information of staff members has been disclosed, in accordance with the Protection of Personal Information Act.
1 reviews | Active since Aug 2017
Xtraspace staff are rude and you pay but you will not be allowed
Had a unit at Alberton-new market for about 3 years went there yesterday after two years or so and was refused entry cos they now have a disc system which I was never informed of ,so pay monthly for 3 years now can't go to my unit security guard and Xtraspace staff was rude,they called armed response and other customers was asking me what's was happening,I was finally allowed o my into after showing invoices for last three years as well as they confirming it with their spread sheets of renter's details.Called the manager Trevor this morning and he swore at me used vulgar languages this company staff is rude and they take your money monthly and treat you like you are a ***** and don't respect customers,stay away from this pathetic company or you will regret it.
1 reviews | Active since Aug 2017
Xtraspace staff are rude and you pay but you will not be allowed
Had a unit at Alberton-new market for about 3 years went there yesterday after two years or so and was refused entry cos they now have a disc system which I was never informed of ,so pay monthly for 3 years now can't go to my unit security guard and Xtraspace staff was rude,they called armed response and other customers was asking me what's was happening,I was finally allowed o my into after showing invoices for last three years as well as they confirming it with their spread sheets of renter's details.Called the manager Trevor this morning and he swore at me used vulgar languages this company staff is rude and they take your money monthly and treat you like you are a ***** and don't respect customers,stay away from this pathetic company or you will regret it.