Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired xtraspace storage and moving company to do a move for me from ********** ca to ******* ma on June 27th they arrived at my property in ********** 6 hrs late around 11:30pn enen they arrived they looked at my things and demanded we pay an extra $1,500 or they were not going to take my belongings in the truck. I asked to soak to a supervisor and he refused to call anyone staying its late no one will answer the phone I advised I've would not pay then any more money and I needed to soak to someone again they refused. Next morning I called the company and advised them of the situation they apologized and said that I would have to be charged more because of the about of belongings. Nothing was added to the original estimate. Mung you enen we had our pre call the week before they added extra cuft that we paid then extra for. They rescheduled for about a week out we had to get a storage shed and rent a uhaul because we were leaving to drive cross country on the 28th of June. Enen they arrived to pick up me belongings from the storage shed it was the same people from the first time with the same you need to pay more money I refused to pay extra I said no. Company is stating I canceled and there for Iam not entitled to a refund but if they never came at 11:30pm initially and was able to speak to someone my belongings would have been picked up at the agreed apon date of June 27th. Company has not called out emailed me back after numerous attempts to contact them Extra space storage and moving Listed in *******

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** moved over 40 times and this is, by far, the worst experience ever Ive had. EXTRA SPACE MOVING AND STORAGE was written on the contract but they are no where to be found on moving day. I was dealing with Expert Logistics somewhere in ** & was never able to get help from anyone at the moving company I thought I hired. Extra Space Moving and Storage is in ************, **. I sent multiple pictures and video to a woman in ** prior to pick up & she never said I was over budget. They never made the TWO DAY window to pick up and I had to fly back on day 3. They told me to leave key and they would load & send me pictures. When they arrived they told me it would be double what they quoted. If I wanted my belongings I was forced to pay double the price. I TOLD THEM EXACTLY WHAT I HAD AND IT WAS A STORAGE UNIT SO THEY BASICALLY TOLD ME HALF OF WHAT I REALLY NEED ON THE INITIAL CALL. When they finally loaded they sent me ONE picture of their truck & all I could see was the very last boxes loaded.I am missing several items with my name attached directly to each item with Duct tape. A new 6 Gorilla Ladder, rolling cart, storage lock & key, **************** kitchen items. Everything had been crushed. I am missing all ************ mugs, silverware. A pink blanket is shown unpacked in the final picture I have & was packed in a box when it arrived. Thats how I know they opened my boxes and picked out what they wanted & taped them back up. Delivery was also rescheduled several times. Then I had to have cash for the driver unloading by himself until 11pm. When he left the inventory list, it didnt have half of the items he brought-only boxes listed on it. I have called, sent emails, texted, even texted the driver who picked up & have gotten zero responses. They go dark after you sign. This whole process was costly & disappointing. I have little hope of recovering any of the items missing from my delivery or reimbursement for the items broken in transit. Reviews posted!

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, April 6, 2024 just after 7pm, I signed a contract for services for an upcoming move in mid-June. After having a cousin who works in the moving business review the contract, I cancelled on Sunday, April 7, 2024 just before 4pm. I was sent a cancellation receipt timestamped within 24 hours, because in the contract I signed it specifically outlines that I am entitled to a full refund if I cancel within 24 hours. I then emailed the merchant to request the refund since the woman who sent the cancellation email said she was unable to process one, and they acknowledged the clause regarding the refund policy but told me that my credit card authorization superseded the contract and that they would not be processing a refund. Nowhere in the actual contract does it state that those who pay by credit card would not be offered a refund, nor does it state anywhere among the two documents that one supersedes the other. I emailed them back to point out the ambiguity of the contract on their end and request a refund for the second time, also noting that I was verbally reassured I would receive a refund and that I am a college student to whom $1300 is not an insignificant amount of money, and they have not responded to me since. They also will not return any of my phone calls. I have since filed a claim with my bank which was assumed to be found in my favor until today, when they let me know that their hands are tied since the contract includes two contradictory statements regarding when a refund will be issued (essentially allowing for the merchant to pick and choose when and who to provide a refund - a scam of a business practice).

  Business Response

  Date: 06/05/2024

  Dear ****************,
  Thank you for your follow-up regarding the complaint submitted by ***************************** (Complaint ID: *********. We apologize for the delay in our response and appreciate your patience.
  We have reviewed the details of ********************** complaint and would like to provide clarification on our company's policy regarding deposits and refunds.
  According to the terms and conditions outlined in both the estimate and the credit card authorization form signed by ******************, the deposit paid at the time of booking is non-refundable. While we understand ********************** concern about the refund policy, it is explicitly stated in the documents she signed that the deposit cannot be refunded, regardless of the timing of the cancellation.
  ****************** mentioned that she canceled within 24 hours and received a cancellation receipt. However, as per our policy, the credit card authorization form, which she also signed, clearly states that the deposit is non-refundable. Although the estimate does not explicitly state that the credit card authorization form supersedes the 24-hour cancellation policy, the terms outlined in the authorization form do take precedence in this case.
  We have communicated this policy to ****************** . We have always strived to be transparent about our policies, and we regret any confusion that *** have arisen in this instance.
  We value our customers and strive to resolve any issues they *** have. However, in this case, our policy must be upheld as per the agreements signed by ******************. We are willing to discuss this matter further and provide additional clarification if needed.
  Thank you for your understanding and assistance in this matter. We look forward to resolving this complaint promptly and amicably.
  Sincerely,
  *************************************
  Operations Manager
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them to do a long-distance move. I informed them of the items that I would like to be moved. The estimate that has 57 boxes. I never once spoke of boxes being moved. I informed them that I needed 2 sofas 2 chairs a desk and 4 beds, with mattresses, headboard and footboard. A desk and washer and dryer. I can not cancel the move because it is 3 days prior to the move.

  Business Response

  Date: 05/21/2024

  Dear ****************,
  Thank you for bringing this complaint to our attention. We value the feedback from our customers and aim to resolve any issues promptly and fairly.
  After reviewing the details of ***************************** complaint, we would like to provide our perspective on the situation.
  ************** hired Extra Space Moving and Storage for a long-distance move and received an estimate based on the inventory provided. Our records indicate that the estimate included 57 boxes as part of the inventory list. We understand that ************** disputes this and claims that he never mentioned boxes but specified larger furniture items, including 2 sofas, 2 chairs, a desk, 4 beds (with mattresses, headboards, and footboards), a washer, and a dryer.
  Our process involves creating an inventory list based on the information provided by the customer during the initial consultation. It is possible that there was a misunderstanding or miscommunication regarding the items to be moved. We apologize for any inconvenience this may have caused.
  We would like to work towards an amicable resolution. Here are the steps we propose:
  Inventory Review: We will review the recorded consultation to verify the items listed and compare them with ****************** provided list.
  Revised Estimate: If there was an error in the initial inventory, we will issue a revised estimate reflecting the correct items.
  Resolution: Depending on the findings, we will discuss with ************** the best way to proceed, ensuring that the correct items are included in the move and the associated costs are accurately reflected.
  We would appreciate ****************** cooperation in providing any additional details or documentation that could help clarify the inventory list and the items discussed.
  We aim to resolve this matter fairly and ensure ****************** satisfaction with our services. Please let us know if there are any further steps or information required from our side to facilitate the resolution process.
  Thank you for your attention to this matter. We look forward to your response and working towards a satisfactory resolution for **************.
  Sincerely,
  *************************************
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were locked into a rate of $1679.75 verbally. I told them I had a four bedroom house, and they gave me a misleading and falsifying contract, increasing the price to $4150 4 days before the 5 day cutoff for cancelation. They claimed they couldn't give our deposit back. They changed the date of the quality assurance call when they revealed the new price until after the cutoff date, intentionally ensuring they would keep the deposit after tricking us.

  Business Response

  Date: 05/15/2024

  Dear ****************,
  
  Thank you for your communication regarding the complaint submitted by *************************************. We take this matter very seriously and appreciate the opportunity to clarify the situation.
  
  At Extra Space Moving and Storage, we do not engage in verbal agreements concerning contract terms and pricing. All agreements are formally documented to ensure clarity and compliance with industry standards.
  
  Our records indicate that ******************** was provided with a written estimate based on the initial information she provided regarding her moving requirements. Upon a detailed assessment closer to the move date, it was identified that the actual requirements exceeded those initially stated, which necessitated a revision of the estimated costs. This adjustment was communicated in writing and required acknowledgment before proceeding.
  
  Regarding the cancellation and the non-refundable deposit, our policy clearly states that deposits are non-refundable if the service is canceled outside the designated window. This policy is in place to compensate for the allocation of resources and scheduling commitments made based on the customer's initial confirmation.
  
  We are committed to resolving this matter in a manner that is fair and satisfactory for all parties involved. Please let us know if there is any further information we can provide or any other way we can assist in this process.
  
  Thank you for your attention to this matter and for helping facilitate a constructive dialogue.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21660268
  
  I am rejecting this response because: The verbal agreement I came to with your agent did not match the paperwork that was supposed to be based on that agreement. I told him I was moving a four bedroom house, and he gave me less than 300 cubic feet of space in the contract. A direct violation of the verbal agreement I had with your company. If I had known you would charge me $3000 more than the original agreement, I never would have signed the contract. Thus, I never should have had to pay the deposit. These were maliciously deceptive tactics instigated to rob me of the deposit money, knowing they'd never have to lift a finger. In order for this complaint to be satisfied, I need to have the deposit refunded.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/15/2024

  Once again, the deposit is non refundable.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21660268
  
  I am rejecting this response because: They are ignoring my reasoning and refusing to give me the deposit back. I will continue to reject until I get my deposit refunded.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Salesman of this company told me they could move my mother-in-law from ******** to ******* in. Truck that had outlets in it so she could bring two freezers with the contents in them. I called them back a week later to confirm my move and information was correct. They then told me they did not have trucks with outlets and it was illegal for them to move food. I then cancelled my move with the company and requested a refund of my $734 deposit I paid and they told me they wouldnt refund it. I called and asked about it and they said I signed a contract that said I had 24 hours to cancel and receive a refund and they didnt care that the salesman lied to me, they would not refund me any money.

  Business Response

  Date: 05/15/2024

  Dear ****************,
  Thank you for your follow-up regarding the complaint submitted by *********************************. We apologize for the delay in our response and appreciate the opportunity to address the concerns raised.
  Upon reviewing our records, we were unable to locate a file associated with the contact information initially provided. We request your assistance in verifying ********************** job number or any additional details that *** help us locate the relevant transaction in our system.
  Regarding the issue described, it appears there was a misunderstanding during the sales consultation. Our sales representatives are trained to provide accurate information, and we are currently investigating this matter to ensure that all communications are clear and truthful. It is important to us that our customers receive reliable and honest service.
  We understand the frustration ****************** *** feel regarding the cancellation policy. The policy, which allows for a full refund within 24 hours of booking, is designed to give customers flexibility while managing the logistics and commitments involved with scheduling moves. We regret any inconvenience this *** have caused and are looking into the interaction with the sales representative to prevent such occurrences in the future.
  We are committed to resolving this matter to the satisfaction of all parties involved and will contact ****************** directly to discuss a possible resolution. We believe in the importance of customer satisfaction and are dedicated to finding a fair solution.
  Thank you for bringing this matter to our attention. We are taking immediate steps to address the issue and ensure a positive outcome.
  Sincerely,
  ************************************* Extra Space Moving and Storage LLC **************************************************** ************************************************************

  Customer Answer

  Date: 05/16/2024

  Here is the first page of the contract I had to sign showing my deposit. 

  Customer Answer

  Date: 05/16/2024

  I made the picture into a file so hopefully it will be sent this time. 

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against, Extra Space Moving and Storage LLC, Company ID # ******** We conducted a search of moving companies online on March 27, 2024. Subsuquently, we were then contacted by this company, Extra Space Moving and Storage LLC.After discussing our move from ******* to ** and dates needed for March 29th, I was quoted a price, after my AAA/Progressive discount, would be $1522.45.On this call I gave banking information for the down payment.However, after discussing it further with our family, we opted to rent a truck and move the items ourselves, which was more accomodating since we had less items to fill such a big truck.We immediately called back and cancelled the reservation, as we opted to self-move.We were then and only then, told there was a cancellation fee, which was never conveyed to us. And, then we were instructed to use Cash APP or Zellle to pay to cancel. (Which seems very skethchy to say the least).Again, we cancelled on March 28th on the phone and was then emailed a cancellation policy and fees AFTR, our request to cancel. This was never communicated at any point of our reservation.Now we are getting threatining emails for $653..7 for SERVICES THAT WERE NEVER RENDERED.THEY DID NOT PICK UP OR MOVE ANY ITEMS AT ALL.There was no physical contact or truck arriving for this service.This company seems to have preditory pratices.I want an official BBB complaint filed against them.I also want the company to stop all collection efforts including sending harassing emails and threats to file with the crediit agenciies.SERVICES WERE NEVER RENDERED!

• Initial Complaint

  Date:04/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *I was lied to* and told by the salesman that I could receive a refund for the deposit at any time before the move, should I change my mind. I went and put a Stop Payment through my bank for the down payment (around $660) *the.same.day* that it was charged to my account (still in pending status) after changing my mind and deciding to do the move myself.The company emails me a couple of weeks later saying that my account will be sent to collections in 7 days, unless the issue is resolved (stating that I can contact customer service to have this fixed, or I could fix it by paying the "outstanding balance on my account."Keep in mind the move is A WHOLE TWO MONTHS AWAY (plenty of time in advance for any business to cancel and readjust "bookings")I contact customer service within the 7 days and I am then literally EXTORTED saying there is no way they can cancel the move two months away (even though I no longer need the service) and that the only way that I will not be sent to collections is if I pay the "outstanding balance" (which at this point I am not sure if that is just the down payment or the entire cost of the move $1,600+).This is all after I was told that I could cancel the move at any time and that my deposit was refundable. There were NO SERVICES RENDERED at any point during this exchange. THEY ARE SENDING ME TO COLLECTIONS EVEN THOUGH THEY DIDN'T DO A HYPOTHETICAL MOVE 2 MONTHS AWAY.Stay away from this company. I can only hope that people read this before agreeing to being pressured to sign up for a service on the spot during the first call. This is an extremely predatory business.

• Initial Complaint

  Date:04/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Be very wary of signing any contract with this moving company. The sales rep will assure you that your deposit is 100% refundable up to 5 days prior to the move, despite the fact that the contract does not explicitly state that. When I read the contract and asked what guarantees that the deposit is refundable, ************************* said he would send me a recording of the 3/30/24 phone call and be my personal point of contact throughout my move. When I called to cancel my scheduled 4/27/24 move on 4/14/24, supervisor ************************* informed me that the deposit is nonrefundable and that there was no possible way ****** could have recorded the phone call. This company's sales tactics are deceptive and deceitful, as they convince customers to sign contracts under false pretenses.

  Business Response

  Date: 04/22/2024

  Dear *****************************,
  
  Thank you for contacting us regarding your recent experience with Extra Space Moving and Storage LLC. Upon reviewing your complaint, we understand your concerns regarding the refundability of your deposit.
  
  According to our records, the cancellation for your scheduled move was submitted outside of the designated window outlined in our contract for refund eligibility. As per our terms and conditions, deposits are nonrefundable in such cases.
  
  We apologize for any inconvenience this may have caused and appreciate your understanding of our policies.
  
  Should you have any further questions or require assistance, please feel free to contact us directly.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  L I recently hired Extra Space Moving for a residential move, and it was an absolute nightmare from start to finish. Initially, they quoted me a seemingly reasonable price over the phone based on the inventory I provided. However, when moving day arrived, the truck was a whopping 2 hours late, leaving me and my family waiting anxiously.What's worse, upon arrival, they had the audacity to claim that the inventory I provided exceeded the allocated cubic feet and demanded an ADDITIONAL $6,000 to move the items that were CLEARLY listed on the service agreement! This blatant attempt to extort more money from me left me feeling outraged and taken advantage of.To add insult to injury, they arrived at the destination a further 2 hours late! After waiting over an hour at the destination, I decided to call the driver, thinking perhaps he needed help finding the new house. However, instead of an apology or explanation, I was met with nothing but rudeness. The driver arrogantly informed me that he had stopped to eat and would arrive when he pleased, dismissing any need to explain himself to a paying customer.As if that wasn't enough, they also refused to reassemble the bed at the destination, even though this service was clearly included in their agreement! Their unwillingness to fulfill their basic obligations added insult to injury.This appalling lack of professionalism and basic decency is unacceptable. It's abundantly clear that Extra Space Moving prioritizes their own convenience over the well-being and satisfaction of their customers. To top it off, I now have to rent a truck and finish the move myself, adding insult to injury.

  Business Response

  Date: 04/19/2024

  Dear **************** and BBB Team,
  
  Thank you for notifying us of the complaint filed by Mr. ********************** We appreciate the opportunity to address his concerns and resolve any issues he may have encountered with our services.
  
  Upon reviewing our records, it appears that **************** has not reached out to us directly to address his concerns prior to filing this complaint. However, we are committed to assisting him and would like to encourage him to reach out to us so that we can work together to resolve the matter satisfactorily.
  
  ****************, if you are reading this, please accept our invitation to contact us at your earliest convenience. We are eager to listen to your feedback and address any issues you may have experienced during your move with Extra Space Moving and Storage LLC.
  
  Your satisfaction is important to us, and we are here to assist you in any way we can. Please don't hesitate to reach out to us so that we can work together towards a resolution.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *************************************
  Extra Space Moving and Storage LLC