Complaints
This profile includes complaints for Extra Space Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 741 total complaints in the last 3 years.
- 73 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/07/2025
Type: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.
They are scam artists. Offer you a rate for storage of $117 a month and after you move your items in their unit, they double the price! It was never marked as a promotional rate. They lied and should be sued for deceptive practices. I am writing my representative and filing complaints with the cfpb as well. This is for the Extra Space Storage in Middleburg but I am sure they all do the same thing.
Business Response
Date: 07/08/2025
Extra Space Storage would like to thank
Ms. ****** for reaching out. We understand the frustration and hope to
clarify. Extra Space does review rates periodically which are based on the
current market value for that specific sized unit.Pursuant to section 4 of the lease
agreement that Ms. ****** signed, "Customer’s Rental Terms May
Change with 30 Days' Notice. Customer acknowledges this Lease is month
to month and that Owner may change or increase Customer’s Monthly Rental
Charge, fees and charges, due to changes in market conditions or for any other
reason at any time upon 30 days’ notice to Customer. Owner may send notice to
Customer’s email address or by any other method of notice described in Section
32 below. By continuing to use the Space after a rate change, Customer agrees
to the Rental Agreement as changed and that all of its other terms remain in effect. AS
PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL
DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $117 AS COMPARED TO THE SUGGESTED RENTAL
RATE OF $186 FOR YOUR STORAGE UNIT."
Rental agreements with Extra Space are
strictly month-to-month, therefore, rates are not guaranteed for any specified
amount of time.For the reasons mentioned above Extra Space has followed the
policies laid out in our lease agreement and therefore cannot guarantee rates
will not be reviewed based on market changes.For any rate negotiations we advise Ms. ****** to contact the rental office or customer service at ************* to be
put in contact with a member of the District Team. Negotiations may only be
made through one of these two options, thank you.Customer Answer
Date: 07/08/2025
Complaint: 23567185
I am rejecting this response because:
While the terms and conditions provide a means for the company to deceive its customers, they don’t justify the actions. If rates are determined and can change based on “market value” at any given point, the rates should have been advertised initially and not within 3 months of move in. Although the company would like to make it seem as though market rates increased within the three months of my acquiring the space, that is not the case. A Reddit search on this company and previous complaints point to a pattern of deceptive marketing tactics. Had the price been advertised prior to move in, there would be no issue. However, the issue lies with the companies prior knowledge of price increases upon agreement. They deliberately rent their spaces out for a lower amount without advertising the price as promotional in order to get initial renters, only to raise the price higher than competitors after only a couple months. My monthly rent is set to total over $230 a month now, almost double the $117 a month I agreed to.
Sincerely,
***** ******Business Response
Date: 07/08/2025
Extra Space Storage would like to thank Ms. ****** for reaching out.
As previously stated, Extra Space has followed the terms of the lease which Ms. ****** signed, "Customer’s Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Owner may change or increase Customer’s Monthly Rental Charge, fees and charges, due to changes in market conditions or for any other reason at any time upon 30 days’ notice to Customer. Owner may send notice to Customer’s email address or by any other method of notice described in Section 32 below. By continuing to use the Space after a rate change, Customer agrees to the Rental Agreement as changed and that all of its other terms remain in effect. AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $117 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $186 FOR YOUR STORAGE UNIT."
Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time. For any rate negotiations we advise Ms. ****** to contact the rental office or customer service at ************* to be put in contact with a member of the District Team. Negotiations may only be made through one of these two options.Extra
Space acted within the law in all respects regarding Ms. ****** and will
provide any additional information the Better Business Bureau needs, however,
Extra Space Storage stands by its responses to the Complaint and won’t be
providing further responses unless further information is needed for the Better
Business Bureau to evaluate.Initial Complaint
Date:07/06/2025
Type: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've been renting Extra Space Storage unit #259 in N. Highlands CA for several years. My unit was entered without my knowledge or concent, cutting off my lock on 11/17/22. I was sent new keys & a message saying they were doing an inspection on all units. I called to ask why they didn't contact me first, Jerad the Manager said it was a surprise inspection not to worry my unit passed. Trusting him I continued my monthly payments. It wasn't until I was settled in MD that I sent a Transport Co to get my belongings that I found out the keys sent to me did not work. This was February 2025. I called to inform them of the problem requesting keys to my unit. Not receiving keys by March 2025 I requested pictures of my units contents. It took week's & the pictures showed my unit had been ransacked & robbed. Everything of value was stolen. I started my email complaints. Requesting a refund & compensation. I received a call from Erich Stevenson District Team Leader & requested more pictures that confirmed the theft. Requesting a refund since 11/17/22 until now & compensation for my tramendous loss, as I continued to pay $155 monthly. Erich assured me if I stopped payments until we resolved this issue there would be no adverse repercussions. April 2025 was my last payment. I have not had access to my unit since they cut off my lock. Now I received a 'Notice of Lien & Foreclosure' with the remaining contents of unit #259 Auction Date July 23 2025. The storage is in CA and I am in MD. This is being done so quickly so the units theft can be covered up. The amount of refund I am requesting is $4,650, that's $155 a month I paid since my lock was cut off and I had no access and $5,000 for the stolen items. No one is calling me back. I'm just brushed to the side because I trusted Extra Space Storage to keep my valuables safe and private as I relocated to the East Coast. Please help.Business Response
Date: 07/07/2025
Extra Space Storage
would like to thank Ms. ****** for reaching out. We have notified the District Manager who will attempt to contact Ms. ****** to discuss this matter further. Ms. ****** is also welcome to reach out to our customer
service department at 1-888-STORAGE to be put in contact directly with the
District Manager. Thank youInitial Complaint
Date:06/28/2025
Type: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’m extremely disappointed with my experience at Extra Space Storage in Tucson. I originally signed a contract for around $100/month. Last month, I noticed an unannounced rate increase. I contacted the facility and spoke with an assistant manager (not from that site) who acknowledged the issue and said someone would follow up. No one ever did.
Midmonth, I followed up and spoke to a manager who confirmed I had reached out previously. He apologized, said he’d contact his district manager, and assured me they’d try to make it right. I later received a voicemail from the site manager, *****. I was out of the country at the time and had asked for email communication due to limited service this was ignored.
When I finally spoke with *****, she said she couldn’t honor the original price but could move me into a basement unit requiring me to relocate everything myself. No refund was offered for the previous overcharge, and the burden of fixing their error was put on me.
When I asked to escalate the issue, ***** falsely claimed there was no one above her refusing to provide district or regional contact information, even though I know Extra Space has a regional structure. This felt deliberately misleading.
Between the lack of communication, unauthorized rate changes, refusal to escalate, and no accountability, this experience has been frustrating and unprofessional. I expected better from a national company. I’m seeking a refund for the overcharge, and a fair resolution without having to move units.Business Response
Date: 06/30/2025
Extra Space Storage would like to thank
Ms. ******* for reaching out. We understand the frustration and hope to
clarify. Extra Space does review rates periodically which are based on the
current market value for that specific sized unit.Pursuant to section 4 of the lease
agreement that Ms. ******* signed, "Customer’s Rental Terms May
Change with 30 Days' Notice. Customer acknowledges this Lease is month
to month and that Owner may change or increase Customer’s Monthly Rental
Charge, fees and charges, due to changes in market conditions or for any other
reason at any time upon 30 days’ notice to Customer. Owner may send notice to
Customer’s email address or by any other method of notice described in Section
31 below. By continuing to use the Space after a rate change, Customer agrees
to the Rental Agreement as changed and that all of its other terms remain in effect."Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to the
address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested, to show proof of mailing. The rate
change notice was mailed on 4/20/25 notifying Ms. ******* that as of 5/30/25,
the new rent rate would be $222, not including insurance selection at time of
rental or state tax.Extra Space Storage would like to
acknowledge that as a gesture of goodwill, on 6/28/25 the local team offered Ms. ******* the option to transfer to cheaper units in the facility to avoid the higher rate on current space, but this offer was declined. Rental agreements with Extra Space are
strictly month-to-month, therefore, rates are not guaranteed for any specified
amount of time.For the reasons mentioned above Extra Space has followed the
policies laid out in our lease agreement and therefore cannot guarantee rates
will not be reviewed based on market changes. For any rate negotiations we advise Ms. ******* to contact the rental office or customer service at ************* to be
put in contact with a member of the District Team. Negotiations may only be
made through one of these two options, thank you.Initial Complaint
Date:06/25/2025
Type: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.
There has been a price increase in the last 3 years. With said price increase quality has gone down. The space is marketed as being air conditioned but for the last 2 summers, there has literally been no air conditioning. False advertising and with a price increase? Absolutely not.Business Response
Date: 06/26/2025
Extra Space Storage would like to thank
Ms. **** for reaching out. We understand the frustration and hope to
clarify. Extra Space does review rates periodically which are based on the
current market value for that specific sized unit.Pursuant to section the lease
agreement, "Customer’s Rental Terms May
Change with 30 Days' Notice. Customer acknowledges this Lease is month
to month and that Owner may change or increase Customer’s Monthly Rental
Charge, fees and charges, due to changes in market conditions or for any other
reason at any time upon 30 days’ notice to Customer. Owner may send notice to
Customer’s email address or by any other method of notice described in Section
32 below. By continuing to use the Space after a rate change, Customer agrees
to the Rental Agreement as changed and that all of its other terms remain in effect."Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to the
address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested, to show proof of mailing. The last rate
change notice was mailed on 5/23/24 notifying Ms. **** that as of 7/4/24,
the new rent rate would be $257, not including insurance selection at time of
rental or state tax. Extra Space Storage would like to
acknowledge that as a gesture of goodwill, on 6/11/24, the District Team agreed to reduce Ms. ****'s rent to $225 as a one time courtesy.Regarding the facilities climate-controlled spaces, pursuant to the lease: "Climate controlled
spaces are heated and cooled depending on outside temperature. These spaces do
not provide constant internal temperature or humidity control. Operator does
not warrant or guarantee temperature or humidity ranges in the Space due to
changes in outside temperature and humidity, or due to other considerations,
and Customer understands and assumes the risk of climate-controlled spaces not
meeting certain temperature and humidity requirements." Therefore, the
lease clearly states that Extra Space cannot control the exact temperature of
the space.Rental agreements with Extra Space are
strictly month-to-month, therefore, rates are not guaranteed for any specified
amount of time. For the reasons mentioned above Extra Space has followed the
policies laid out in our lease agreement and therefore cannot guarantee rates
will not be reviewed based on market changes.For any rate negotiations we advise Ms. **** to contact the rental office or customer service at ************* to be
put in contact with a member of the District Team. Negotiations may only be
made through one of these two options, thank you.Customer Answer
Date: 06/29/2025
Complaint: 23514093
I am rejecting this response because:
am rejecting this response because:
clearly you are trying to use semantics to avoid a very clear issue. The issue isn’t the “exact” temperature. The issue is that there is no air conditioning what so ever. The terms of the contract state that is apart of the lease. One part of the building has air while the other is vastly different. The management themselves even told me that it is broken. Not “climate controlled” just plain broken
Sincerely,
Paije ****Business Response
Date: 06/30/2025
Extra Space Storage
would like to thank Ms. **** for reaching out. We have notified the District manager who will attempt to contact Ms. **** to discuss this matter further
regarding the facility's maintenance issues. Ms. **** is also welcome to reach out to our customer
service department at ************* to be put in contact directly with the
District Manager. Please allow several business days for investigation and follow up contact. Thank youInitial Complaint
Date:06/18/2025
Type: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.
After almost five years of renting from this facility and business, I have come to the conclusion that they dont go by what their morals and beliefs are as stated online.
This final action is that thety have restricted my ability to access my unit to only office hours. With anyone who has a working schedule and no vehicle makes it nearly impossible to do what I need to sell off and move out.
Not to mention the facility having issues with gates and codes not operational. Lack of personnel on unannounced dates Facility features, such as bathrooms thought to be fully functional and operational NOT being so.
Once i was seen socializing with the homeless poppulation that is outfront and giveing them some of my belongings I was told im spending too much time in my rental space for unappropriate lengths of time.
With all the unecessary restrictions, uncopperative staff and management, It has come to an inpass of unacceptable and unreasonable. With already dealing with hardship to have this occur is unforgiving. Leaving me with the only option to find a new facility but im even being prevented from doin that in accoradnce to there restrictions.
I want rembursed from the months i am unable to access my unit. I now need to hire movers to do so with compliance to their hurdles set forth. All of which is a burden of finace that i feel isnt mine and they needd to reimburse me for.Business Response
Date: 06/18/2025
Extra Space Storage would
like to thank Mr. ******** for reaching out. We understand the frustration and
hope to clarify.In review of Mr. ********r's account notes, Mr. ******** was first noticed on camera staying at his unit past the end of access hours and leaving a paper shopping bag of garbage by the dumpster on 3/20/25. On 5/31/25 Mr, ******** was again seen staying on premises until 11PM as well as stealing carts from the premises for an extended period of time. Mr. ******** was then notified by telephone message and email that his access hours would be restricted due to multiple infractions of violating office hours, facility rules, and loitering on premises. The staff has since had several verbal conversations with Mr. ******** to explain that his access would not be extended.
The lease states: "Customer shall not use the Space for any unlawful purpose
and expressly agrees not to use the Space for human or animal habitation.
Customer shall not store in the Space or at the Facility anything to which any
other person or business has right, title, or interest. Customer represents and
warrants that there are NO LIENS OTHER THAN OPERATOR'S LIEN UPON THE PROPERTY
STORED. A Lienholders Addendum to this Agreement must be completed if there are
any lienholders on any stored property and for each stored vehicle, absent
which such vehicle will be deemed unauthorized and be subject to removal from
the Space and Facility. The storage of food and any perishable goods is
strictly prohibited. The use of electricity in the Space is strictly prohibited
unless agreed upon in writing by Operator. IT IS SPECIFICALLY UNDERSTOOD AND
AGREED THAT CUSTOMER SHALL NOT STORE OR USE IN THE SPACE OR AT THE FACILITY ANY
HAZARDOUS OR TOXIC MATERIALS OR ANY INHERENTLY DANGEROUS OR FLAMMABLE SUBSTANCE.
In the event that any food, hazardous substances, or toxic materials are found
in the Space, Operator has the right to dispose of such items without any
notice to Customer."Also per the lease "Customer agrees to be bound by the Rules and
Regulations as posted by the Owner/Manager,” and “Access to your Space is
restricted to the posted gate hours on premises.” Furthermore, the lease states
that “In the event the Customer breaches this Rental Agreement, Owner/Manager
shall be allowed, at Owner/Manager's discretion, but not by way of limitation,
to exercise any or all remedies provided herein or at law or in equity.”Therefore, in order to prevent Mr. ******** from continuing to access the property
after the posted access times, Extra Space has limited access to
office hours. For the reasons mentioned above Extra Space has followed
the policies laid out in our lease agreement and therefore will not refund or extend the access for Mr, ********.Thank you.
Initial Complaint
Date:06/09/2025
Type: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 had never rented a storage unit before in my life. I decided to rent one last year to store my teachers items. I chose extra space storage on rt 23 Riverdale NJ for about 40 dollars a month. The first payment was no issue but then I had fraud on my checking card and the payment declined since I was issued a new card number. Anyhow the payment was again ok and yet again I had to close my credit debit card and get a new one because there appeared to be another unauthorized transaction on my account. I paid the past due and an auction fee? I never had heard of this. I spoke to the customer service representative at the location and she never advised me that there would such a fee added to my account within days that I resolving the past due. When I called again to my surprise there was another fee and so I had to pay 300+ dollars. I did so to just become current and I was looking forward to continuing with the unit. The following charge I believe was in April they charged me a surprisingly 159.00 per month from the once 40.00 unit.That is a 300% increase!!!! This is a scam... so my payment did not go through because there was only enough for the 40.00 payment. I called to resolve and they said they would give me a couple of months at the 40.00 rate and that it shouldn't be a problem. (a guy)said this... Instead of 40.00 they charged me 95.00 I wasn't happy about this but I told them I would close the account so they can charge someone else a higher fee since they said they were losing money. So I spoke to a **** who said 235 cash and they would wave the 50.00 and be done. Today spoke w/****** and she is denying and not honoring the agreed upon amount and furthermore purposely waited to call me to delay resolution in order to tackle more fees. This is a trap and not right to a consumer. Not fair practices. I am an elementary school teacher and my items are for my classroom. Thank you I would like to close the account at the agreed upon price 235.00 cash.Business Response
Date: 06/10/2025
Extra Space Storage would
like to thank Ms. ***** for reaching out. We understand the frustration and
hope to clarify.Extra Space is properly following the self-storage statute for the state of NJ to sell this unit, including
sending notices to Ms. *****. We would like to acknowledge that the last
payment made on Ms. *****'s unit was on 3/27/25. Rent became due again on 4/27/25 and remains unpaid, therefore fees have accrued per the lease
agreement and the space has progressed through the foreclosure process.Pursuant to the lease
agreement that Ms. ***** signed,"If Customer does not pay
the Monthly Rental Charge by the 5th day following Customer's Paid Through
Date,
Customer shall pay a late fee of $20.00 or 18% of the Monthly
Rental Charge, whichever is greater. Operator may charge a late fee for each
month Customer fails to pay the Monthly Rental Charge by the 5th day following
the Paid Through Date. Late Fees will be assessed on or after the 6th day
following Customer's current Paid Through Date. Any late fees incurred by
Customer are a service charge and not a penalty......If at the close of
business on the 30th day following the Customer’s current Paid Through Date,
the Monthly Rental Charge or other charges still remain past due, a
pre-foreclosure fee of $120.00 will be assessed and Customer must pay such
amount by cash, credit card, or by certified funds. No personal/company checks
will be accepted for past-due payments. It is agreed to and understood that
partial payments made to cure a default for nonpayment of rent will not delay
or stop foreclosure and sale of Customer's property. The tender of partial
payments, if accepted, shall not serve to waive or avoid the legal effect of
prior notices given to Customer. Only full payment on Customer's account prior
to the published auction date will stop a scheduled sale of the property."Phone calls were made to the
phone number on file regarding Ms. *****'s
account being past due. The Notice of Lien Letter was emailed to the
address we have on file for Ms. ***** on 6/3/25 and shows as delivered to
her mailbox successfully. As such, Ms. ***** was legally notified of the
auction scheduled for her unit. We would like to acknowledge that auctions at
Extra Space Storage are held online and are open to public. Once a unit is
sold at auction the contents belong to the auction buyer. It is up to the
discretion of the auction buyer if the items are to be returned.
For the reasons mentioned above Extra Space has followed the policies laid out
in our lease agreement as well as the state lien laws governing self-storage
and therefore will not be able to stop the sale of the unit. We would advise
Ms. ***** to contact the rental office at or customer
service at ************* to be put in contact with a member of the District
Team to discuss payment options. Ms. ***** may be able to pay less than what
is owed in exchange for an immediate vacate. Any Pay to Vacate negotiations
must be done directly with the store team or customer service. Thank you.Initial Complaint
Date:06/06/2025
Type: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 filed a claim for the damage done by the pests(mice) in my storage unit on May 20, 2025.
the name of the storage facility is Extra Space Storage, in Schenectady, NY.
Their insurance company is Occidental Fire & Casualty Co. of North Carolina.
I spoke to a customer service rep, and she said my claim is denied, due to food being in the unit. I had a green market bag, that had non-perishable cans in it. she said she noticed 1 packet of hot coco in the bag, which was unknown to me.
The mice urinated and secreted on a bunch of my belongings, ate through some clothes, that were brand new. They also, urinated on my new furniture.
May 20, 2025 was the very first time of me ever seeing their policy. I never saw one upon renting the unit.Business Response
Date: 06/06/2025
Extra Space Storage would
like to thank Mr. **** for reaching out. We understand the frustration and
hope to clarify.Extra Space Storage does have pest management controls in
place, and we do our best to control pests, however, this is also a combined
effort of all tenants to adhere to best practices that do not attract
pests. While we are glad that Mr. **** elected to insure their items, Extra Space does not handle insurance
claims nor the compensation for insurance claims. Any compensation needs to be
brought up with the insurance company and their claims adjustor.Per section 12 of the lease that was signed by Mr. ****:
"Customer shall not make or allow any alterations to the Space. Customer agrees that the Space and Facility shall be used solely for the storage of personal property. Customer shall not loiter about the Facility, spend excessive or unnecessary time in or around the Space or interfere with the use of the Facility by other customers of Operator. Customer shall not use the Space for any unlawful purpose and expressly agrees not to use the Space for human or animal habitation. Customer shall not store in the Space or at the Facility anything to which any other person or business has right, title, or interest. Customer represents and warrants that there are NO LIENS OTHER THAN OPERATOR'S LIEN UPON THE PROPERTY STORED. A Lienholders Addendum to this Agreement must be completed if there are any lienholders on any stored property and for each stored vehicle, absent which such vehicle will be deemed unauthorized and be subject to removal from the Space and Facility. The storage of food and any perishable goods is strictly prohibited. The use of electricity in the Space is strictly prohibited unless agreed upon in writing by Operator. IT IS SPECIFICALLY UNDERSTOOD AND AGREED THAT CUSTOMER SHALL NOT STORE OR USE IN THE SPACE OR AT THE FACILITY ANY HAZARDOUS OR TOXIC MATERIALS OR ANY INHERENTLY DANGEROUS OR FLAMMABLE SUBSTANCE. In the event that any food, hazardous substances, or toxic materials are found in the Space, Operator has the right to dispose of such items without any notice to Customer."
The lease also explains the insurance requirement,
"Customer shall maintain
comprehensive insurance coverage of at least 100% of the actual cash value of
all personal property stored in the Space against damage by water, fire,
extended coverage perils, vandalism and burglary. To the extent Customer does
not maintain insurance for the full value of the personal property stored, or
fails to maintain insurance at all, Customer bears all risk of loss or damage.
Customer hereby releases Operator, Operator's Agents, Operator’s affiliates and
the Facility’s owner, if different, from any and all claims for damage or loss
to personal property that are caused by or result from perils that are, or
would be, covered under the required insurance policy and hereby waives any and
all rights of recovery against Operator, Operator's Agents, Operator’s
affiliates and the Facility’s owner, if different, in connection with any
damage which is or would be covered by any such insurance policy. CUSTOMER’S
PERSONAL PROPERTY STORED IN THE SPACE OR AT THE FACILITY IS NOT INSURED BY
OPERATOR AGAINST LOSS OR DAMAGE.The customer protection plan also signed by Mr. **** explains it will not cover " Loss or damage resulting from activity in violation of the Lease Agreement"
We would advise Mr. **** to work with his claims adjustor towards compensation. Additionally, Mr. **** can submit, view
and manage his claim through the online portal at *****************, he
can reach ESIS directly through email at [email protected] or call ESIS at
************. Mr. **** is also welcome to use any personal homeowners or business insurance they may carry. Unfortunately, Extra Space does not handle insurance claims
nor the compensation for insurance claims or damages. Thank you.Initial Complaint
Date:06/03/2025
Type: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.
Hi i have 2 unit in avenel location i was there due to need some video about a delivery that happend may28 2025. Manager was realy rude and disrespectful she turn the video as i said for 2.50 pm she open and saying nobody is there in it i asked please check 10 mins after because i have information in my phone that i got delivery at that date around that time she change and stoped saying you are wrong you are not here and start yelling and disrespecting and telling me we are done you have to leave i explain her its about my business i am your customer she said i helped you and thats all i can do you need yo leave. And telling me i should take some shed or any other place and take my stuff from here. After a long argue i asked her again tell me the process if you want me to email you about this or you want to do a police report just tell me the process. Then she asked me again ok 1 last time tell me the exact time and after that you need to leave the place. Then i said to checked 3.45pm and we saw my delivery truck in that but she closed that saying we don't have right camera there and wanted to leave. I am paying $550 for 2 units not expected this kind of behavior. I am definitely closing me account with you guys and doing business somewhere else. I am at your location between 1.45 to 2pm june 3 2025 you should checked video for that time and decide by your own. I am you customer and that kind of customer service i am getting is not acceptable. That manager is so rude and disrespectful. I will not suggest any of my friends, family and community members use extra space storage.Business Response
Date: 06/04/2025
Extra Space Storage would like to thank Mr. ***** for reaching out. Unfortunately we have not been able to locate
a current account which matches the contact details provided in this complaint.
Would Mr. ***** please confirm the full name and
account number associated with the rental? We also need the exact address of
the location where Mr. *****'s belongings were being stored. Once we are given
additional information we will respond accordingly. Thank you.Customer Answer
Date: 06/04/2025
Complaint: 23414139
***** ********* * **** *** ****
Extra space storage Avenel
1420 Rahway Ave, Avenel, NJ 07001
Business Response
Date: 06/04/2025
Extra Space Storage
would like to thank Mr. ***** for reaching out. We have notified the District
Team who will attempt to contact Mr. ***** to discuss this matter further
regarding the delivery issue and problem with store personnel behavior. Please allow 3-5 business days for investigation and follow up contact.Mr. ***** is also welcome to reach out to our customer
service department at ************* to be put in contact directly with the
District Manager. Thank youInitial Complaint
Date:06/03/2025
Type: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.
This location takes your money and don’t update your payment accurately I owe one payment for the month of June 2025 and a partial their system show over 90 days pass due that’s not fair not posting all of my payments on my account also a a foreclosure fee was added this place is a scam !!Business Response
Date: 06/03/2025
Extra Space Storage would
like to thank Mr. ****** for reaching out. We understand the frustration and
hope to clarify.Extra Space is properly following the self-storage statute for the state of PA to sell this unit, including
sending notices to Mr. ******. We would like to acknowledge that the last FULL payment made on Mr. ******'s unit was on 1/3/25 which left a zero balance. Rent became due again on 2/1/25, with only partial payments made, and remains unpaid in full, therefore fees have accrued per the lease
agreement and the space has progressed through the auction process.Pursuant to the lease
agreement that Mr. ****** signed, "If Customer does not pay
the Monthly Rental Charge by the 5th day following Customer's Paid Through
Date, Customer shall pay a late fee of $20.00 or 20% of the Monthly
Rental Charge, whichever is greater. Operator may charge a late fee for each
month Customer fails to pay the Monthly Rental Charge by the 5th day following
the Paid Through Date. Late Fees will be assessed on or after the 6th day
following Customer's current Paid Through Date. Any late fees incurred by
Customer are a service charge and not a penalty......If at the close of
business on the 30th day following the Customer’s current Paid Through Date,
the Monthly Rental Charge or other charges still remain past due, a
pre-foreclosure fee of $120.00 will be assessed and Customer must pay such
amount by cash, credit card, or by certified funds. No personal/company checks
will be accepted for past-due payments. It is agreed to and understood that
partial payments made to cure a default for nonpayment of rent will not delay
or stop foreclosure and sale of Customer's property. The tender of partial
payments, if accepted, shall not serve to waive or avoid the legal effect of
prior notices given to Customer. Only full payment on Customer's account prior
to the published auction date will stop a scheduled sale of the property."Phone calls were made to the
phone number on file regarding Mr. ******'s
account being past due. The Notice of Lien Letter was mailed to the
address we have on file for Mr.****** on 4/7/25. As such, Mr. ****** was legally notified of the
auction scheduled for his unit. We would like to acknowledge that auctions at
Extra Space Storage are held online and are open to public. Once a unit is
sold at auction the contents belong to the auction buyer. It is up to the
discretion of the auction buyer if the items are to be returned.
For the reasons mentioned above Extra Space has followed the policies laid out
in our lease agreement as well as the state lien laws governing self-storage
and therefore will not be able to stop the sale of the unit. We would advise
Mr. ****** to contact the rental office or customer
service at ************* to be put in contact with a member of the District
Team to discuss payment options. Mr. ****** may be able to pay less than what
is owed in exchange for an immediate vacate. Any Pay to Vacate negotiations
must be done directly with the store team or customer service before the end of the auction. Thank you.Initial Complaint
Date:05/24/2025
Type: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.
The business did not maintain safe storage facilities and had poor pest control of bugs and rodents. I made this issue clear and it took them over a month to do anything. My dad a senior contrived is the one who did most of the work because the local management and maintenance were so lazy and filled with nasty attitudes. My rent was increased without prior nor proper notification and I was given lies and the run around from the local store manager ******. She always had an attitude and is non chant and makes snarks comments in the customer’s face with ***** the asst manager and maintenance person as if that won’t escalate the issue. They allow other renters to do things in the unit that aren’t supposed to be done but harass me for making them aware of things that care serious and are evident in their part. They make resolving anything extremely difficult with a district manager that doesn’t reside in the area and that is also get non caring or expedient when resolving issues. The level of unprofessional behavior has me at an impasse because respect is earned and they haven’t earned it. They destroyed it and trust. I want the overage money back and for my rate to not increase before July if that is their intention because at this point no proper notification has been given and they lie and deceive. I have informed mail delivery always and so they can’t lie on the posts office. They are charging me $172 and it should only be $92. The storage is not secure and is not temperature controlled. The increase was not disclosed and isn’t justified. They owe me $80.00Business Response
Date: 05/28/2025
Extra Space Storage would like to thank
Ms. ****** for reaching out. We understand the frustration and hope to
clarify. Extra Space does review rates periodically which are based on the
current market value for that specific sized unit.Pursuant to section 4 of the lease
agreement that Ms. ****** signed, "Customer’s Rental Terms May
Change with 30 Days' Notice. Customer acknowledges this Lease is month
to month and that Owner may change or increase Customer’s Monthly Rental
Charge, fees and charges, due to changes in market conditions or for any other
reason at any time upon 30 days’ notice to Customer. Owner may send notice to
Customer’s email address or by any other method of notice described in Section
32 below. By continuing to use the Space after a rate change, Customer agrees
to the Rental Agreement as changed and that all of its other terms remain in effect. AS
PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL
DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $81 AS COMPARED TO THE SUGGESTED RENTAL
RATE OF $138 FOR YOUR STORAGE UNIT."Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to the
address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested, to show proof of mailing. The rate
change notice was mailed on 4/12/25 notifying Ms. ****** that as of 5/22/25,
the new rent rate would be $161, not including insurance selection at time of
rental or state tax. Any mail that is proven to be sent by Extra Space but did not arrive at the address on file should be discussed directly with the local post office. Extra Space cannot control delays or issues with mail delivery by the USPS to any address.Extra Space Storage would like to
acknowledge that as a gesture of goodwill, on 5/24/25, the District Team agreed to provide an $80 refund to Ms. ******'s most recent payment due to her issues with mail delivery. This would allow 30 more days before the rate change took effect and ensure that Ms. ****** had proper notification.Rental agreements with Extra Space are
strictly month-to-month, therefore, rates are not guaranteed for any specified
amount of time. For the reasons mentioned above Extra Space has followed the
policies laid out in our lease agreement and therefore cannot guarantee rates
will not be reviewed based on market changes.For any rate negotiations we advise Ms. ****** to contact the rental office or customer service at 1-888-STORAGE to be
put in contact with a member of the District Team. Negotiations may only be
made through one of these two options, thank you.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.