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
- 750 total complaints in the last 3 years.
- 87 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:04/26/2024
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.
My partner leased a unit at the facility on **** *** Miami fl. Unfortunately, he passed away a couple of months ago. After his passing , someone allowed his son to not only add himself to have acess but also dictate who's allowed to enter the unit. All this without any court ordered documents. I went and showed the manger there a copy of the death certificate, he then proceeds to check to see if the document was legit. He then stated that anyone can go and get a death certificate. He also accused me of doing a charge back on the account. I felt violated and also offened. To openly accuse me if something I didn't do was hurtful. He then proceeds to tell me I can't enter the unit without the consent of the son ( who again, has no court order or legit legal documents) I was personally humiliated and embarrassed to be accused and spoken to like an animal off the stree. The lease agreement states that anyone who has the access code and unit number can enter the unit. He told me loudly that he's siding with the son which I believe was very unprofessional.
Business Response
Date: 04/29/2024
Extra Space Storage would like to thank Ms. * for reaching out. Unfortunately, we are not able to disclose any account information
with anyone other than the lease holder with our company. We would advise Ms. * to contact customer service at 1-888-STORAGE to be put in contact with a member of the District
Team to discuss this matter further. We will not be able to discuss the details of another person's account through this BBB system. Thank you.Initial Complaint
Date:04/18/2024
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.
Storage Facility
Signed contract on Jan 1 for a monthly rental of $185
Received a notice on April 14 via post office that they raised my rent to $370 per month as of April 1
and already deducted from my bank account.Business Response
Date: 04/22/2024
Extra Space Storage would like to
thank Mr. ***** 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."Section 42 on the lease states “As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $185.00 as compared to the suggested rental rate of $265.00 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. The
rate change notice was mailed on 2/20/24 notifying Mr. ***** that as of 4/2/24,
the new rent rate would be $370, not including insurance selection at time of
rental or state tax. Extra Space cannot control the speed or reliability of the USPS and would advise Mr. ***** to speak directly with his local post office regarding delayed or missing deliveries.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 Mr. ***** to contact the rental office at ###-###-#### 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.Initial Complaint
Date:04/17/2024
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.
On April 11, 2024 my storage unit went late 30 days. I had previously spoken to a representative from the local store who advised me that the unit was late and would be assessed an additional late fee. However the agent at no time mentioned that they would also assess a "PRE-FORECLOSURE" fee in the amount of $120. I advised the store representative that I would proceed to make that payment by Friday April 19th in the amount of the late fees and past due as that was all they stated to me. I received a second call recently from another agent on April 12th, 2024 attempting to collect a payment I once again advised her or the previous conversation days before and stated that a payment would be made on Friday April 19th. She stated she would notate the account and that we were all good. I even asked her what was due and she stated the past due and the late fees once again at no point was I told I was being assessed a foreclosure fee. To make matters worst, my original agreement is with LIFE STORAGE and not with EXTRA SPACE. I understand that ES purchased LS however, no addendums or agreement revisions have been presented to me for review or signing. I reached out to Extra Space via the live chat and was told that the fee for $120 cannot be waived. The agent could not explain to me the legitimacy of the fee and simply kept quoting me what is written into their convoluted leasing agreement. I explained to this agent that the agreement for LS does not state no such thing that I am aware of. The agent did state that they would be able to waive all late fees in-lieu of the other fee however, it is unsettling to think that this is the type of business they run. Further, I also had a rate increase which I did not approve last month. I spoke to someone who said she would have it adjusted but that was NEVER done and no contact was made to me. My rate agreed to was $99 per month not $114. I need some resolution to this matter ASAP.Business Response
Date: 04/17/2024
Extra Space Storage would like to
thank Mr. ****** for reaching out. We understand the frustration and hope to
clarify. When Extra Space acquired Life
Storage in July 2023, all customers were sent copies of the new lease agreement by email and USPS. Customers do not sign anything to accept changes to the agreement due to the change in ownership. These terms went into effect after 30 days and will be referenced for this complaint.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 NJ lease agreement, "Customer’s Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Operator 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. Operator 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. The
rate change notice was mailed on 1/29/24 notifying Mr. ****** that as of 3/11/24,
the new rent rate would be $118, 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 3/22/24, the District Team agreed to reduce Mr. ******'s rent down to $110/month, not including taxes or insurance, as a
one-time courtesy to resolve the complaint on this unit. This lowered rate went into effect on 4/11/24.We would
like to acknowledge that the last payment made to Mr. ******’s account was on 2/14/24. Rent became due again on 3/11/24 and remains unpaid. Fees have accrued per the terms of the lease.Pursuant to the lease agreement, "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."For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore will not waive fees due to non-payment of rent and fees that were owed. 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 Mr. ****** to contact the rental office at ###-###-#### or customer service at 1-888-STORAGE if he wishes to discuss his account further, thank you.Customer Answer
Date: 04/17/2024
Complaint: ********I would like to thank Extra Space Storage for their efforts to quickly resolve this concern. Although the response was indeed quick a partly address the concerns there are other parts of the agreement which require EXTRA SPACE to accept full responsibility regarding this matter. For this reason, I am rejecting this response because:
Extra Space states that in January 2024 a copy of the addendum agreement terminating old leasing agreement originally set forth by LIFE STORAGE and effectuating the new terms set forth by EXTRA SPACE was email and physically mailed to me. Let it be recorded on account that at no time such notices were received by me or any party representing me in any capacity. The fact that there is a record of mailing said document strikes me as the representative, Taj who I spoke to this morning advise that no such action was required to be taken by EXTRA SPACE. That being said I NEVER received said document by email nor by physical mail hence the reason for my frustration in this matter. Had I received this document being a reasonable person who reads contracts constantly would have been able to avoid this as I would have been made aware of the disputed fees. For this reason, the former request made to have such fees removed as resolutions stands on the basis of the assertion represented that EXTRA SPACE acted accordingly in accordance with its terms and policy such terms were not available to me. According to NJ Self Storage Act of 1983 occupants of self storage units MUST be notified prior to such fees being assessed and must be provided with information in writing I did not receive any such notice. Further, in all communications made to me by the local store at no time was it expressed that such fees would be applicable nor was it explained that such fees existed. As in the case of Life Storage a copy of the agreement was also not made available online in any user portal and available for review.
The fact that EXTRA SPACE agent TAJ expressed that although these pre-foreclosure fees are not waived as a courtesy late fees can be waived and presented an offer to further waive such fees. This would be considered an acceptable resolution in resolving this matter if EXTRA SPACE accepts that resolution. In lieu of all fees being waived waiving a portion or thereof could be a position I am willing to accept, in this case it would be late fees as proposed by the agent. There needs to be a better series of communication provided to customers in order to avoid such confusion. I understand that EXTRA SPACE believes its position is correct however I can assure you that their assertion is incorrect and there are requirements which MUST be provided in order for these terms to be accepted. Customers in NJ are required to acknowledge by signing new agreements. Once again, being a reasonable individual who thoroughly reads through all documents if I was made aware of these terms would not have invested this much time into initiating this complaint and these responses. I will await further resolution response from you.
Sincerely,
***** ** ******* ******Business Response
Date: 04/18/2024
Extra Space Storage
would like to thank Mr. ****** for reaching out.Customers who have an email address on file were sent a welcome email 48 hours after the date of the transition to Extra Space. Customers received the welcome letter in the mail 8-14 business days after the transition. This was sent by first class mail through USPS. We can confirm that both were sent to Mr. ****** to the addresses we had on file at the time of the merger. As we cannot control the speed or reliability of the USPS, we would advise Mr. ****** to speak with his local post office regarding any mail that was not delivered.
Extra Space fulfilled its legal obligation by sending the lease agreements to notify all customers and lease terms went into effect regardless if customer states to have received said documents. Customers in NJ are not required to acknowledge by signing new agreements. Mr. ****** is welcomed to obtain a copy of the Extra Space NJ lease for his records by contacting the local office.
For the reasons mentioned above
Extra Space has followed the policies laid out in our lease agreement. For any fee waiving negotiations we advise Mr. ****** to contact the rental office or customer service at 1-888-STORAGE to be put in contact with a
member of the District Team. Partial payments can only be made through one of these
two options, thank you.Customer Answer
Date: 04/19/2024
Complaint: ********
I am rejecting this response because:
I have not retained a colleague as counsel to address this matter as he was corporate counsel for Colonial Moving and Storage and understands the specifics of the Self Storage Act of 1983.Let is show for the record that the assertion made by Extra Space Storage is wrong regarding the requirements within the State of New Jersey.
Sincerely,
***** ** ******* ******Initial Complaint
Date:04/11/2024
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 have spoken with Extra Space Storage about this issue in the past (beginning in May 2023), and multiple other members of the staff at the Extra Space Storage location in Anderson Township over the course of the past year with no resolution. The new manager at the Anderson location, Devon, called me after my significant other contacted your corporate office via email and phone when the previous manager, Matthew, had not followed up after our meeting in January and February 2023. He said he would reach out to his District Manager and and get back to us. ******* & I cancelled the parking spot for our 30 foot BBQ Trailer in December 2022. We park it on our property at **** ********* ****** in Mt. Washington and no longer needed the space. We have not had a vehicle parked on the property at Self Storage of Anderson, which is now owned by Extra Space Storage of Anderson, since the first week of January 2023. However, we continue to be billed for it through February 2024 (1 full year later - 2 parking spots). Everyone keeps telling us there is no active account under our names or the business name and that we aren't being billed, but clearly we are because my other half, ******* ******, has charges on our business credit card ending in #**** from Extra Space Storage which have been billed monthly through 2/2024. I am attempting to get a refund for all charges on the parking spaces that were cancelled in December 2022 and no longer used after the first week of January 2023. I have verified with every manager, including Matthew, that they have never seen us parked on the property, so I do not know why this is so difficult to address and make right for us. I have also been told the account has been closed multiple tomes, yet we are still being charged for it twice monthly. We also cancelled our interior location (D109) after countless attempts to get this all resolved and vacated our unit on 12/28/23, but we were still billed the following two months for the unit.Business Response
Date: 04/12/2024
Extra Space Storage
would like to thank Mr. ******* for reaching out. We
understand the frustration and hope to assist with a resolution.Upon review, the parking space was not marked as Vacated in the system until 2/12/24. Charges did go through on the saved autopay card every month the rental was still active. The last charge was on 1/25/24 for $97.02 on card ending in ****. If Mr. ******* did indeed remove his vehicle in 2023, he is owed a refund for each month the vehicle was not in the space.
We have notified the District Manager who will conduct an investigation to verify when the vehicle was removed. The district team will attempt to contact Mr. ******* to discuss this matter further
regarding the refund request once the investigation is completed. Please allow 3-5 business days for this be fully completed.Mr. ******* 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 youCustomer Answer
Date: 04/12/2024
Complaint: ********
I am rejecting this response because I have been stopping into the local branch to speak with a manager since last year. There has been no follow up until recently. The only employee that returns my calls is Becky H**** from another location on Wooster Pike. I have been waiting to speak with the District Manager since January. I have called & emailed your corporate office who referred me to Devon, the new manager at Anderson office as of 3/2024, who then referred me to Becky H****. I have battled this for 11 months. No one has done anything to help. I just keep getting the run around.
Sincerely,
***** *******Business Response
Date: 04/15/2024
Extra Space Storage would like to thank Mr. ******* for reaching out.
As stated in our 4/12 response, we have notified the District Manager who will conduct an investigation to verify when the vehicle was removed. The district team will attempt to contact Mr. ******* to discuss this matter further regarding the refund request once the investigation is completed. Please allow 3-5 business days for this be fully completed. Thank you
Initial Complaint
Date:04/07/2024
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 am disputing the fact that they gave me very little notice to make the arrangements to come get my property. Expecting someone working full time to come pick up property the same day as you contact them to come get their property or have a mover come do that isn't realistic, nor is scheduling within a few days realistic.
They made no attempt to negotiate a settlement to allow me to keep the property valued above what was owed them, and finally threw it out.
I want financial reimbursement for the lost items and them to zero out my balance due.Business Response
Date: 04/08/2024
Extra Space Storage
would like to thank Ms. ******* for reaching out. We have notified the District Manager who will investigate what occurred with this rental and attempt to contact Ms. ******* to discuss this matter further
regarding her refund request. 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. Please allow several business days for investigation and contact. Thank youInitial Complaint
Date:04/06/2024
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.
Extra Space Storage at **** * ****** ******* ***** has people living in it, criminals burglarizing customers units, legal weapons, illegal drugs being stored,sold,used by specific habitual convicted felons, scamming and abuse of the elderly, illegal housing of managementBusiness Response
Date: 04/08/2024
Extra Space Storage
would like to thank Ms. ****** for reaching out. We have notified the District Manager who will conduct an investigation of these allegations and attempt to contact Ms. ****** to discuss this matter further
regarding her complaints of the property. 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. Please allow several business days for full investigation. Thank youInitial Complaint
Date:04/02/2024
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 was harassed and threatened by an employee at this facility and feel unsafe going back to get my stuff. I have asked this company to get back to me regarding this issue and no one has returned my call. The employee can access my information and it concerns me. No one has gotten back to me. The incident happened on March 8th,2024 in front of the manager, who dismissed it as "Oh its nothing,, we’ll take care of this" and vowed to have someone get back to me. No one called me, no one got back to me. I was on a chat to Joseph from Extra Space at ###-###-#### on Thursday, March 28th at 2:59pm, who promised me someone would get back to me within 24 hours and here it is April 1st, 2024, and no-one has called me. This is an issue as I am concerned about my items and safety returning to the location. I did not call the police at the location during the incident because I was told by management they would take care of the issue and it had been escalated, they would take care of the matter and get back to me with a solution. Still waiting. The monthly amount that I pay storage is currently $280 (after they tried to raise it to $344, I paid that amount on the day I was harassed); it has been lowered to $280. When I asked why the price had been raised for March's rent, I was told that they sent notification, I never got it. I was told from the chat on Extra Space to go to the office to discuss and that they would not put a lock on my unit since it was only overdue 8 days. After I was harassed and threatened by the employee, went to my unit and it was locked. This company is fraudulent, and its culture is very concerning.
In addition to that, there are people hanging around the same floor and unit I rent, that is what the employee threatened me for, for complaining the week before about a person that just sits there all day. Safe is not word I would use here.Business Response
Date: 04/02/2024
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 NY state 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 30 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. The rate change notice was mailed on 1/18/24 notifying Ms. ******* that as of 2/29/24, the new rent rate would be $344, not including insurance selection at time of rental or state tax. Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time.
We would also like to acknowledge that the last payment made on Ms. *******'s unit on 3/08/24 did correctly include a late fee as the account was 8 days past due. Per the agreement "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." Ms. ******* was correctly locked out her unit per policy and the lease due to the late payment. The manager also waived this fee on 3/08/04 as a one time courtesy to resolve Ms. *******'s complaint.
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 or late fees applied after the grace period has ended. For any rate negotiations we advise Ms. ******* to contact the rental office at ###-###-#### 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.
We have notified the District Manager of Ms. *******'s request to escalate the issue of threats from the store manager. The district manager will attempt to contact Ms. ******* to discuss this matter further. thank you.
Customer Answer
Date: 04/03/2024
Complaint: ********
I am rejecting this response and I want to express my extreme dissatisfaction with the
resolution offered for the unacceptable and unethical behavior I have
experienced at your Flushing location. Despite reaching out to your company
three times to resolve this issue, I have not received an adequate response.
Specifically, I have been subjected to threats and harassment by an employee.
Additionally, an individual has been loitering on my rental floor, creating an
unsafe and uncomfortable environment. When I brought these issues to the
attention of the regional manager, I was assured that they would be resolved.
However, this has not been the case. I have been made to feel deeply
uncomfortable and unsafe using your facility due to the neglect and disregard
for my safety.In light of this, I
am requesting the following: * The immediate transfer of my belongings to
another Extra Space location at the company's expense. * A formal investigation
into the behavior of the employee responsible for the threats and harassment. *
Removal of the individual loitering on my rental floor. In addition to contacting
the Better Business Bureau, I am considering other legal actions due to the
lack of resolution. I believe that the company has violated legal and ethical
business standards by failing to respond to my concerns promptly and
thoroughly. As the victim of harassment, I am entitled to have my belongings
transferred to a different location without being responsible for the costs. I
demand a prompt and satisfactory resolution to this matter, or I will proceed
with my intended legal actions.Thank you for your
immediate attention to this matter.
Sincerely,
****** * *******Business Response
Date: 04/03/2024
Extra Space appreciates Ms. ******* reaching out.
As previously stated, we have escalated the issue to the District Manager who will investigate all issues at the property and attempt to contact Ms. ******* to discuss a resolution after the conclusion of the investigation. We cannot authorize the transfer of belongings to another Extra Space location at the company's expense through the BBB. This would need to be discussed with the district management. The actions of the employees and loitering customers is currently being investigated by the district team. A voicemail was left for Ms. ******* at 6pm on 4/02 in an attempt to follow up on this matter. We would urge Ms. ******* to return that call.
We understand that Ms. ******* is considering other legal actions due to the lack of resolution. Extra
Space acted within the law in all respects regarding Ms. ******* and will
provide any additional information the Better Business Bureau or other agencies require when requested. Thank youCustomer Answer
Date: 04/04/2024
To whom it may concern:
I formally
lodged a complaint via BBB regarding the unsatisfactory resolution of my issue
at the Extra Space Storage location at Collins Place after multiple attempts to
address the matter directly with the location manager, district manager, and
regional manager, any manager for that matter. Extra Space finally called reached
out to me, but only after I filed the complaint with
the BBB, I have yet to receive a satisfactory response. To reiterate, I
experienced harassment at the Collins Place location on March 8th, 2024.
Even after formally lodging a
complaint regarding this incident with the BBB, my concerns have been met with a lack of interest. The hostile
actions and lack of response is a serious and grave issue that Extra Space
seems to want to downplay. I request that my complaint be supervised by the
Better Business Bureau (BBB) for protection. I am extremely disappointed to
learn that Extra Space Storage is requesting that I remove my complaint from
the BBB. This action would brush the incident under the carpet and undermine my
trust in the organization. By removing my complaint, the company is silencing
my voice and preventing others from learning about the issues I have
experienced.
My
request to have my items moved to another location is reasonable and should be
honored, considering I should not have to wait until the company decides to
investigate the incidents that occurred for me to safely access my paid unit. I
insist that any resolution is reached and managed through the BBB website. I
urge you to take my complaint seriously and address my concerns promptly. I am
confident that a fair and just resolution can be reached. I will return the
call, but please be aware that any agreement on a resolution MUST come through
BBB.
Thank you for your attention to this matter.
Sincerely,
****** * *******Initial Complaint
Date:03/31/2024
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 moment they don’t get paid they put a lien on the unit and request a thousand dollars. I live in California and have life threatening medical issues and can’t make it out to clear out the unit. They refuse to change my payment date and just want money. Today is Easter and they put a lien on the unit.Business Response
Date: 04/01/2024
Extra Space Storage would
like to thank Ms. ********** for reaching out. We understand the frustration and
hope to clarify.Extra Space properly followed
the self-storage statute for the state of UT 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 2/17/24. Rent became due again on 2/23/24 and remains unpaid, therefore fees have accrued per the lease
agreement.Pursuant to section 3 of 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 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 Ms. **********'s
account being past due. The Notice of Lien Letter was emailed to the
address we have on file on 3/31/24 and shows as delivered to 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.Also per the lease, "CUSTOMER
ACKNOWLEDGES AND AGREES THAT CUSTOMER'S PERSONAL PROPERTY STORED AT THE
FACILITY WILL BE SUBJECT TO A CLAIM OF LIEN IN FAVOR OF OPERATOR FROM THE DATE
THE MONTHLY RENTAL CHARGE AND OTHER CHARGES ARE DUE AND UNPAID, AND FOR
EXPENSES REASONABLY INCURRED IN THE SALE OR DISPOSITION OF CUSTOMER'S STORED
PERSONAL PROPERTY. IF CUSTOMER FAILS TO PAY RENT AND OTHER CHARGES FOR A
CONTINUOUS THIRTY (30) DAY PERIOD, OPERATOR MAY SELL CUSTOMER'S PERSONAL
PROPERTY IN A COMMERCIALLY REASONABLE MANNER AFTER GIVING CUSTOMER REASONABLE
NOTICE, IN ORDER TO SATISFY SUCH LIEN. CUSTOMER AGREES THAT ANY SPACE
ADVERTISED AND SOLD USING AN ONLINE AUCTION PROVIDER IS DEEMED TO BE SOLD IN A
COMMERCIALLY REASONABLE MANNER. Operator may enforce Operator's Lien by selling
Customer's stored personal property at public sale, in accordance with the
provisions of applicable law, and apply the net proceeds from such sale to the
payment of all sums due to Operator. This remedy is cumulative with and in
addition to every other remedy given hereunder or hereafter existing at law or
in equity. It is further understood that the date of sale of Customer’s
property pursuant to this section, if applicable, shall constitute the date of
termination of this Agreement. In the event of a foreclosure of Customer's
interest in the Space, it is understood and agreed that the liability of
Customer for the rents, charges, costs and expenses provided for in this
Agreement shall not be relinquished, diminished or extinguished prior to payment
in full. Operator may use a collection agency to secure any remaining balance
owed by Customer after the application of sale proceeds, if any. If any
property remains unsold after foreclosure and sale, Operator may dispose of
said property in any manner considered appropriate by Operator in its sole
discretion."
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 1-888-STORAGE 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.Customer Answer
Date: 04/02/2024
Complaint: ********
I am rejecting this response because:
You all are scammers. Keep my dead mothers things and see how karma treats you.
Sincerely,
******** **********Initial Complaint
Date:03/26/2024
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 filled out the move out information online on 2/17/24 to vacate the storage unit. I received a email today stating that my account has a lien placed against it and will be going to collections. I tried to call and speak with a representative and was informed there was nothing that could be done that I had not officially moved out of the unit and had to pay the money. I explained that the move out information was done online and she stated there was nothing she could do.Business Response
Date: 03/27/2024
Extra Space Storage would
like to thank Mr. ******** for reaching out. We understand the frustration and
hope to clarify.Extra Space properly followed
the self-storage statute for the state of GA to sell this unit, including
sending notices to Mr. ********. We would like to acknowledge that the last
payment made on Mr. ********'s unit was on 2/16/24. Rent became due again on 2/18/24 and remains unpaid, therefore fees have accrued per the lease
agreement.Pursuant to the lease
agreement, "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."Upon review of the account notes, Mr. ******** scheduled a Move-Out for 02/18/24 via the Website. The store team has been attempting to contact Mr. ******** regarding the vacate notice since that day, as the lock was left on the unit. Extra Space is not able to break into a customer's unit without authorization. After 14 days of non-response the moveout notice was cancelled, per policy.
Phone calls were made to the
phone number on file, as well as voicemails left regarding Mr. ********'s account being past due. The Notice of Lien Letter was emailed to the
address we have on file on 3/26/24 and shows as delivered and read successfully. As such, Mr. ******** was legally notified of the
auction scheduled for the 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. If the space is found to be empty when preparing for the sale, the amount due will be immediately sent to collections.
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 at ###-###-#### or customer
service at 1-888-STORAGE 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. Thank you.Customer Answer
Date: 03/27/2024
Complaint: ********
I am rejecting this response because:
The first communication I received regarding this move out issue was when I received an email about Lean I received no previous messages or email in regards to this. If you can, please provide supporting documents, confirming that these messages letters and emails were sent. From my end, I did complete the move out online and receive no communication from anyone ExtraSpace. Therefore, I should not be responsible for rent when I was moved out.
Sincerely,
MRS.***** ********Business Response
Date: 03/28/2024
Extra Space Storage would like to thank Mr. ******** for reaching out.
Upon review of the account notes, phone calls were made to the phone number on file, as well as voicemails left regarding Mr. ********'s account being past due. Voicemails were left on the following dates: 2/21, 3/01, 3/06, 3/14, 3/19, and 3/25. The Notice of Lien was then emailed on 3/26.The Extra Space local office can provide Mr. ******** with the account notes history which includes dates and times of calls, if requested.As states previously, store team had been attempting to contact Mr. ******** many times regarding the vacate notice since that day, as the lock was left on the unit. Extra Space is not able to break into a customer's unit without authorization. After 14 days of non-response the move out notice was cancelled, per policy.
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 at ###-###-#### or customer service at 1-888-STORAGE 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. Thank you.Initial Complaint
Date:03/26/2024
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.
During the month of December, I set up a rental agreement with Lifestorage. During the contract advisement period, I was informed of a six month promotional offer of $108 and was also advised to call back around March to see if there is a new promotion before the rate changes.
Well, two months into this agreement, my rental jumped from $108 to $174. I called the company and we negotiated the cost down to $159 which is still to high and I believe this company is fraudlently misleading customers as I was told the rent would not increase but to call back before the promotional period ends. We, two months later, it jumped to $108.
I would like for the rate to be changed back to the original amount as promised by the company. Misleading consumers is not an ethical or legal practice and I am requesting that the company stays true to their promotional offer as I was initially informed by your Manager at ***** ******* ** RIVERVIEW, FL location.
Best Regards,
***Business Response
Date: 03/27/2024
Extra Space Storage would like to
thank Mr. ****** 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 Mr. ****** 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."Section 42 on the lease states “As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $102.00 as compared to the suggested rental rate of $203.00 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. The
rate change notice was mailed on 1/9/24 notifying Mr. ****** that as of 2/20/24,
the new rent rate would be $182, 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 1/20/24, the District Team agreed to reduce Mr. ******'s rent down to $150/monthly as a one time courtesy to resolve the complaint on this unit.All terms of the agreement are written in the lease. Per section 20 of the lease signed by My. ****** "Operator’s Agents are not authorized or
permitted to make any warranties about the Space or the Facility. Operator’s
Agents’ ORAL STATEMENTS DO NOT CONSTITUTE WARRANTIES and shall not be relied
upon by Customer. The entire agreement and understanding of the parties hereto
are embodied in this writing and NO OTHER WARRANTIES are given."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 Mr. ****** to contact the rental office at ###-###-#### 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.Customer Answer
Date: 03/31/2024
Complaint: ********
I am rejecting this response because:Representatives are purposely misleading customers at the time of contract signing by telling them to call back before the six month promotional offer expires which doesn't align to the terms and conditions specified in the contract.
Business Response
Date: 04/03/2024
Extra Space Storage would like to thank Mr. ****** for reaching out.
As previously stated, all terms of the agreement are written in the lease. Per section 20 of the lease signed by My. ****** "Operator’s Agents are not authorized or permitted to make any warranties about the Space or the Facility. Operator’s Agents’ ORAL STATEMENTS DO NOT CONSTITUTE WARRANTIES and shall not be relied upon by Customer. The entire agreement and understanding of the parties hereto are embodied in this writing and NO OTHER WARRANTIES are given."
We do apologize that Mr. ****** was not happy with his most
recent experience and we've forwarded this feedback to the right team for
future development of the store team who interacted with Mr. ******.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 Mr. ****** to contact the rental office at ###-###-#### 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.
Customer Answer
Date: 04/06/2024
Complaint: ********
I am rejecting this response because:This company allows there employees to purposely mislead by offering false information about promotions that do not actually exist. This is a bait and switch scam. The contracts are explained by the employee but the explanations are a lie which is purposely misleading the customer into a false contract. Then, I am told to read it but the employee is the one who is reviewing the contract with me line bye line. It is being ready by your employee but the information presented is a lie. Completely unacceptable, illegal, and unethical.
Sincerely,
******* ******
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