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
- 749 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: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.
When Life Storage bought the building along with the road probably in (2020) they acquired the road that their customers use to access their building site. The road also is an entrance and exit for Circle Woods Owner Association Inc., of Venice. There are 387 homes in Circlewood which use the road daily. It now contains multiple pot holes and the entrance from Englewood Road has 2 deep potholes which the car tires can fall into causing damage to the cars and the occupants. It is a dangerous situation. I have spoken to the worker in charge and he said the company does not own the road. The road was sold or given to the owners of the storage company originally in 1999 and went along with the deed. The caretaker has refused to do any repairs to the road even though they own it and use it. They own 1,100 storage units nationwide and have been in business 25 years. They can afford to fix the road. Please help us or refer us to someone who can.
Business Response
Date: 03/27/2024
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 road maintenance. 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 youCustomer Answer
Date: 03/28/2024
Complaint: ********
I am rejecting this response because: There was no response except a statement which they said they would get in touch with me but never did as of this date, 3/28/24
Sincerely,
******* *******Business Response
Date: 03/29/2024
Extra Space Storage would like to thank Ms. ******* for reaching out. We notified the District Manager on 3/27 of the complaint received. The district manager is currently investigating the issue and will attempt to contact Ms. ******* to discuss this matter further regarding the road maintenance once all of the details are obtained. Ms. ******* should expect a call within 3-5 business days. 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 youCustomer Answer
Date: 03/29/2024
Complaint: ********
I am rejecting this response because: It is 3/29 Friday. Saturday and Sunday businesses are closed. So 3 days will have passed and still I have heard nothing since I first registered the complaint 3/26/24.
Sincerely,
******* *******Business Response
Date: 04/05/2024
Extra Space Storage
would like to thank Ms. ******* for reaching out. The district manager has left a message for Ms. ******* informing her that there is a project in process to repair
the potholes in the roadway. We would advise Ms. ******* to return the district manager's call if she has any follow up questions regarding the status of the project. Thank youInitial 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.
The company made a change last year to a new name. Since the change, their website has changed and Customers no longer have the ability to pay online. Several calls to the Customer Service division has not fixed the issue. The company has no concern for the inconvenience this is causing its customers. The website needs to be repaired.Business Response
Date: 03/26/2024
Extra Space Storage would like to thank Ms. ****** for
reaching out. We do apologize that Ms. ****** has had issues with the online payment system since the merger of Extra Space and Life Storage. Our records show that the website is working to take payments for many other customers every day. In order to troubleshoot the exact issue with Ms. ******' account we would advise her to contact the local rental office at ###-###-#### or customer service at 1-888-STORAGE to be put in contact with a member of the District
Team. Unfortunately, we are not able to troubleshoot IT issues through the BBB. Thank you.Customer Answer
Date: 03/26/2024
Complaint: ********
I am rejecting this response because: I have already called twice about this issue and nothing has been resolved.
Sincerely,
******* ******Business Response
Date: 03/27/2024
Extra Space Storage would like to thank Ms. ****** for reaching out. In order to troubleshoot the exact issue with Ms. ******' account, Ms. ****** must contact the local rental office at ###-###-#### or customer service at 1-888-STORAGE to be put in contact with a member of the District Team. The district team will need to contact the IT dept with Ms. ****** to walk through the steps for setting up the account and report any errors. Unfortunately, we are not able to troubleshoot IT issues through the BBB. Thank you.Initial Complaint
Date:03/25/2024
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 rent a storage unit at this place. Sometimes times get hard and monthly payments fall behind. Yet I never lost my unit, nor have I ever been been fully 3 months behind on rent. I would always catch up. My problem is. Extra Space Storage would charge 120.00 for what they call preforclosure fee. My question is how can someone be charged for something that actually did not take place. Late fee I understand but I don't get being charged for something that did not take place. This was done 4 times to me. I have my receipts.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.Pre-foreclosure fees are added appropriately and per the terms of the lease signed by Mr. *******, "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."The pre-foreclosure fee covers all expenses related to the sale of a unit including, but not limited to, certified letter fees and advertisement fees. 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. 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.
Thank you.Initial Complaint
Date:03/23/2024
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 been a fairly satisfied long-time customer of Life Storage #**** at ***** ********** **. in Houston TX until about one year ago when my monthly rent was increased by 17%. I had planned but never took the time to file a BBB complaint then because I knew self-storage rates had been decreasing (by 12.59 % from 2022-2023 per Storable.com). Now however I am LIVID that again I am being served with another 16% increase starting April 1, 2024. Yet again (per RentCafe.com), storage rates have fallen 3.2% in the past year.
The notice I got from Life Storage says their “rates are reviewed and adjusted depending on current market conditions.” That is obviously a BIG FAT LIE or else they would have LOWERED MY RENTAL RATES the over the last 2 years.
The following is a list of every self-storage facility within about a 4 mile radius of my Life Storage that has available the same unit as mine (10 ft by 20 ft climate-controlled) and their corresponding rates as of last week:
My same Life Storage - $171 online, $245 in-store
West Oaks Storage ***** ********** **. - $245
U-Haul ***** ********** **. - $210
Life Storage **** *** * ***** - $112
Public Storage **** *** * ***** $96
Public Storage **** **** ******* *** $98
CubeSmart Self Storage ***** ******** **. - $200
Morningstar Storage **** ******** ***** - $237
Memorial Drive Storage ***** ******** **. - $223
CubeSmart Self Storage ***** ******** *** - $241
All Weather Self Storage ***** *********** *** - $187
CubeSmart Self Storage **** ****** *** - $210 (2x 10 ft by 10 ft units)
My rate needs to be LOWERED to at least $245 which is the current in-store rate at my current Life Storage.Business Response
Date: 03/25/2024
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, "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. The
rate change notice was mailed on 2/19/24 notifying Mr. ****** that as of 4/1/24,
the new rent rate would be $343, 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. 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:03/23/2024
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.
This business scams customers by getting them to sign up at a certain rate, and then without notice or consent increases the monthly charge significantly.
This is not clearly disclosed up front to customers. There is no notice or consent provided. When you sign up online it says you are getting an “online rate”. The store employees clearly know this happens within “3-6 months of start date” Why can’t this business be honest and disclose it clearly to consumers? My rate was increased $55/mo without notice 3 months into service. My attached agreement clearly states 114/mo.
There is no attempt to log the change on the online account or via email. They say they sent a *postcard* — not even a bill or paper mail notice. I never received a post card. If you are being honest why not also include digital comms? Why not call your rate a “promotional” rate. These folks are misleading consumers to profit.
I simply want my original rate of $114/mo to be honored. Please protect other consumers from storage scams like this as well. Terms and policies should be clearly disclosed to customers up front.Business Response
Date: 03/25/2024
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
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."Section 41 on the lease also states “As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $114.00 as compared to the suggested rental rate of $167.00 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 1/16/24 notifying Ms. *********** that as of 2/27/24,
the new rent rate would be $169, 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.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 at ###-###-#### 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:03/15/2024
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 January 18, 2023, I got a storage unit from extra space storage. I had currently already had another unit with them. They were advertising that if you purchased/rented your unit online, there was a cheaper rate. So that's what I did. The unit was advertised at $168 per month. I paid that rate until May of 2023, where they increased my rate to $248 per month. I did not receive any notice or consult prior to this increase. When I called to verify, the lady told me that this was only a 3-month special. I explained to her that I did not receive any sort of notice and that it was not advertised like this online and she then responded with, "Sir, in the agreement you signed, it states that we reserve the right to increase your rate at any time and that notice was supposed to be sent in the mail, are you sure you didn't receive it?", we confirmed that they have the correct address on file and I looked for the agreement in my email and was never sent a copy for my records. I asked her to provide me with it and she said she would but never did. I didn't fight it much further because I really had no other options for storage. Just last month, February 2024, they increased my rate again, this time to almost $300. I called to verify and explain that they had just increased my rate in May of 2023, not even a year ago. She said that people coming in were paying over $300 for my unit. I explained to her that again I did not receive any notice or warning about this increase. She said that she would drop my rate back for that one month and see what she could do going forward. My rate was still increased to over $270. I took screenshots of their current online advertisement, and it still reads as though there is a completely different rate for signing up online. It seems to me that this is ongoing false advertisement.Business Response
Date: 03/15/2024
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 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."Section 39 on the lease states “As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $157.00 as compared to the suggested rental rate of $249.00 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 mailed on 4/12/23 notified Mr. ******** that as of 5/18/23,
the new rent rate would be $237, not including insurance selection at time of
rental or state tax. The rate change notice mailed on 1/7/24 notified Mr. ******** that as of 2/18/24, the new rent rate would be $283, not including insurance selection at time of rental or state tax. Extra Space cannot control the speed or reliability of the USPS. We would advise Mr. ******** to report any mail not being received to the address we have on file to his local post office to investigate the problem.Extra Space Storage would like to acknowledge that as a
gesture of goodwill, on 2/21/24, the District Team applied a manager’s
credit of $46 as a one-time courtesy to have Mr. ********'s new rate change effective the
next month. Furthermore, the staff reduced Mr. ********'s rate increase down to $268/month, not including state taxes or insurance selected at time of rental, to resolve the complaint on this 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 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: 03/18/2024
Complaint: ********
I am rejecting this response because:1) It has been over a month and I still never received a notice about rate increase.
2) i was never sent a copy of the agreement, even after after I asked so that I was able to verify this information.
3) Over the weekend I started to move some things around/out to hopefully downsize and I began to cough. As l looked on the floor i noticed patches of mold! Which would explain the cough. I also noticed that my exercise equipment that was in near perfect condition had started to rust. I've attached photos in this response. I have been paying for a climate controlled unit and clearly that has not been the case. The couch thar was in the mold spot will most likely need to be thrown out because I have 3 cats, 1 if which is a senior cat.
I honestly would have probably accepted the response from the business had I not have found the mold and rust. This is unacceptable, especially with the amount I have been paying.
Sincerely,
******** ******** **Business Response
Date: 03/18/2024
Extra Space Storage would like to thank Mr. ******** for reaching out.
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 mailed on 4/12/23 notified Mr. ******** that as of 5/18/23, the new rent rate would be $237, not including insurance selection at time of rental or state tax. The rate change notice mailed on 1/7/24 notified Mr. ******** that as of 2/18/24, the new rent rate would be $283, not including insurance selection at time of rental or state tax. Extra Space cannot control the speed or reliability of the USPS. We would advise Mr. ******** to report any mail not being received to the address we have on file to his local post office to investigate the problem. We would advise Mr. ******** to contact by phone or stop by the store to pick up a copy of any notices as well as his lease agreement.
Regarding Mr. ********'s statements issues with the climate controlling of in his unit, the lease states "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."
According to section 21 of the lease signed by Mr. ********: "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."
As such, tenants are required to maintain insurance for the full value of items in their unit in case of any damage. 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 the claims adjustor.
We would advise Mr. ******** to working with his claims adjustor towards compensation. Additionally, Mr. ******** can email [email protected] for additional assistance with his claim’s questions. Mr. ******** can also go the website at *********************** to file and view his claim.Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Mr. ******** is also welcomed to reach out to our customer service department at 1-888-STORAGE to be put in contact with the District Manager. if he wishes to discuss his account further Thank you.
Initial Complaint
Date:03/14/2024
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 paid my monthly fee on March 2, 2024. The company deposited my check and the funds taken on 3/6/24 from my account. I was contacted on the 14th storage company that I no longer have access to my storage space due to non payment- NFS and they were charging me with a NFS charge of 25.00 as well. I contacted my bank and received proof that my check had indeed cleared.
I emailed proof of the cancelled check. Ms Koepke not only did not understand the term cancelled check and insisted on another payment of my fee having proof in front of her. I ask her to talk with her accounting office and show my proof. She stated that there was a charge back, but refused to provide the proof of the charge back. She did state that she would waive the 25.00 dollars but kept asking for the payment which shows up on my account and bank as being paid. In the meantime they are withholding my property and don't want to provide proof of the charge back they are claiming happened. I work in accounting and I know that we always get documentation when there's a charge back and the clients bank and client are informed and provided with the proof of the charge back when requested.Business Response
Date: 03/19/2024
Extra Space Storage
would like to thank Ms. ******** for reaching out. We understand the frustration and hope to clarify.Ms. ******** made a payment to Extra Space by check on 3/4/24. That check was returned to Extra Space by the bank. As such Extra Space has not received a valid payment for the rent due 3/1/24. We have attached the proof of the returned check from our Accounting department along with the letter from the bank. We would advise Ms. ******** to speak with her bank directly regarding the rejection of this check.
We have also notified the District
Team who will attempt to contact Ms. ******** to obtain her payment that is past due. As a one time courtesy, the district team has agreed to waive the NSF fee on the account. 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 if she wishes to discuss her account further. Thank youInitial Complaint
Date:02/26/2024
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.
Today I used my access code for the storage unit. I accessed the front gate between 6:00 AM EST and 6:15 AM EST. Another patron went to the small gate, stopped, and went through the larger drive-in gate while it was coming down. I was standing next to the gate opposite the building. When I left the storage facility around 6:30 AM, the small gate was accessible. I am concerned.
1. There was nothing wrong with the small gate. The patron willfully went through the gate as it was closing. patron.
2. My code is mine and mine alone. No one is going to access or exit the storage facility property when I have used my code.
3. Compromise my access.
4. My safety was compromised when the patron chose to go through the gate when it was closing.
The gate was fine.
I would like my access code changed, the patron and his storage unit discontinued, and the police to cite him for trespassing.
Sincerely,
**** ********Business Response
Date: 02/27/2024
Extra Space Storage
would like to thank Ms. ******** for reaching out. Ms. ******** would need to contact the office directly at ###-###-#### to update the access code for her account. We are not able to update private account information through the BBB system.The district manager has been notified of Ms. ********'s request regarding the patron who entered the facility. An investigation will have to take place to verify the identify of the person and whether they were authorized to be on the property. The District Manager will attempt to contact Ms. ******** to discuss this matter further. Ms. ******** can expect a call in the next 48-72 hours. 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:02/15/2024
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.
Based on a promotion, I moved into multiple spaces at Extra Space Storage ("ESS") located at *** * ********* ****, King of Prussia. ESS does not tell its customers that the rate only lasts for 3 months and then ESS will gouge you with fees. I only learned about this predatory practice AFTER I moved my personal belongings into ESS. The former manager, Vanessa, told me that the only way to offset the increase is to prepay several months in advance. Please keep in mind that they put nothing in writing. This is just the understanding. Based on my conversation with the ESS manager, Vanessa, I prepaid two months on my unit number ****. My rate was $185 so I prepaid $370. I told Vanessa that I would prepay for more months based on.my real estate bids. I learned shortly thereafter via my credit card charges that Vanessa charged me $460 - $90 more than I agreed to pay. When I called Vanessa to complain about being overcharged, she said that she would look into it. I called her again one week later. She said that she had corrected the error and I would receive the $90 refund. I never received the refund. I called ESS back again recently to request to speak to Vanessa about my refund. I was told by Chris that Vanessa was on medical leave and that he had no idea what happened to my $90 refund. I told him that I wanted to prepay agaih. He said my new rate increased to $205 EVEN THOUGH I HAD PREPAID FOR 2 MONTHS. ESS is a predator that does not honor its commitments and defrauds its customers with bait and switch tactics.Business Response
Date: 02/15/2024
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
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 33 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."The lease also states that the move in rate is an initial rental discount.
Section 43 on the lease for unit **** states “As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $297.00 as compared to the suggested rental rate of $396.00 for your storage unit.”
Section 43 on the lease for unit **** states “As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $175.00 as compared to the suggested rental rate of $259.00 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.For unit ****, The rate change notice was mailed on 1/18/24 notifying Ms. ****** that as of 2/29/24, the new rent rate would be $419, 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 2/12/24, the District Team reduced Ms. ******'s rent back down to $297, effectively wiping out any rental increase, as a one time courtesy to resolve the complaint on this unit.
For unit **** The
rate change notice was mailed on 11/30/2023 notifying Ms. ****** that as of 1/11/24,
the new rent rate would be $259, 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 12/08/23, the District Team reduced Ms. ******'s rent down to $205, as a one time courtesy to resolve the complaint on this unit. We would also like to acknowledge that when Ms. ****** prepaid on 12/04/23 the new rate for unit **** was already in the system since the date of her rate increase notification was 11/30/23. This was not an overcharge as Ms. ****** had been legally notified that this would be the new rate for any rent due for 1/11/24. Her rent was not reduced until 12/08/23, 4 days after she had pre paid for January.We would also like to acknowledge that the lease does not in any way promise prepayments can avoid rate increase. Also per the lease "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.Lastly, on 2/12/24 the store team reached out to the district manager to attempt to get approval for Ms. ******'s $90 refund. That request is still awaiting a decision. We would advise Ms. ****** to contact the store back at ###-###-#### to follow up on her request or to reach out to our customer service department at 1-888-STORAGE to be
put in contact with a member of the District Team. Thank you.Customer Answer
Date: 02/16/2024
Complaint: ********
I am rejecting this response because why allow a MANAGER to make the PREPAYMENT OFFER IF ESS IS NOT BOUND BY IT??? DOES THIS MEAN THAT THE PREPAYMENT OPTION DOES NOT EXIST?? THIS IS A CLEAR PREDATORY PRACTICE. I FULLY PLAN TO VACATE **** BEFORE 2/29/2024. THE ONLY UNIT THAT I HAVE IN PA AT ESS IS ****.THE MANAGER MADE A MATERIAL MISREPRESENTATION UPON WHICH I RELIED IN CHOOSING TO KEEP ****.
ESS NEEDS TO STATE THAT THE PREPAYMENT OPTION DOES NOT EXIST TO OFFSET INCREASES ON THE UNIT. I CAN THEN POST IT IN MY GOOGLE REVIEW OF THIS FACILITY. CUSTOMERS NEED TO KNOW THE REAL ESS CUSTOMER EXPERIENCE.
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PA Verbal Contract Law: Everything You Need to Know
PA verbal contract law requires that there be an offer, an acceptance, something of value that is being bargained for, and specific terms that are reasonable.3 min readupdated on February 01, 2023
Updated November 6, 2020:
About PA Verbal Contract Law
The Offer
An offer is an objective process of intent to be bound by an agreement. For example, when you're shopping, you place an item on the checkout counter and present your credit card. That may suffice as a contract. On the other hand, asking the cashier if they will take $500 for the item versus the actual price of $600 does not constitute a contract.
The Acceptance
An acceptance is when the offer is accepted via communication that specifies an intent to be bound that is consistent with the offer
In Pennsylvania, a contract does not need to be in writing for it to be considered valid. This can lead to confusion when one party thinks a contract is in place and the other party disagrees that no agreement/contract exists. In addition to misunderstandings
The Consideration
A unilateral contract is unenforceable since it means only one party has the responsibility to do something. For example, promising a gift is not enforceable. For the contract to be enforceable, both parties must have something specific to exchange. This could be anything from a promise for a promise or a service provided or something in exchange. When this happens, it is referred to as consideration. Agreeing to pay $10 for a new car is a consideration if that is the intent of the seller.
Exceptions exist in most cases, and a claim may exist for detrimental reliance or "promissory estoppel" even if the consideration is lacking and one party has relied on a promise that proves to be detrimental. In this case, the relying party had the option to sue but only to the extent of his or her reliance.
In the event a contract does not exist, if one party unjustly enriches another party by doing something, there may be a claim for the amount of the enrichment. In this example, a contractor builds a garage at the wrong address. Obviously, he has no contract with the property owner. The garage, however, increases the property value. The contractor may have a claim for unjust enrichment if the court deems that fairness is required.
Reasonably Specific Terms
Agreements must include essential terms that all parties have agreed to. Essential terms are specified depending on the nature of the transaction. For example, when buying a car, the price is considered an essential term. A court may imply non-essential terms regarding the intent of the parties but not the essential terms.
Types of Contracts
There is a difference between oral contracts, which are sometimes referred to as "verbal contracts" or "verbal agreements." An oral contract means it is spoken. A verbal contract can be anything that involves words or is verbalized. Verbalized can be through speech or writing.
******** ********* ******Business Response
Date: 02/20/2024
Extra Space Storage would like to thank Ms. ****** for reaching out.
As previously stated, that the lease does not in any way promise that prepayments can avoid rate increase. Also per the lease "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." Therefore, the only agreed upon terms of the rental are those that exist in the written contract.Customers are welcome to prepay at any time for their monthly rent. Prepayments will not avoid rent increases, if they are already scheduled in the system. A prepayment would have to be made before a rate change notice is sent to the customer to pay at the old rate. Once the rate change notice has been mailed, any future payments will include the increase. We do apologize that
Ms. ****** was not happy with her most recent customer service experience regarding this issue and we've forwarded
this feedback to the right management team for future development of the staff.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. Ms. ****** is also welcome to reach out to the
rental office or to our customer service department at 1-888-STORAGE to be put
in contact with a member of the District Team if she wishes to discuss her account further. Thank you.Customer Answer
Date: 02/20/2024
Complaint: ********
I am rejecting this response because ESS states that oral statements are not enforceable which is contrary to PA law. ESS then refers me to another ESS onsite person to continue the discussion about their predatory business model. ESS already establised that none of its employees are empowered to make a decision. There is NO way that I could have known that the rate increase was already in ESS's system. Based on PA Contract law, there was an1. Offer by ESS - prepay my storage fee to avoid an increase
2. Acceptance of the Offer by me
3. Consideration - ESS accepted my credit card payment for what I believed to be 2 months of rent at $185 per month, but was overcharged by $90 without my knowledge nor consent which is fraud.
Of course, since I was overcharged by $90, this is also fraud on my account. ESS is throwing their own employee under the proverbial bus. Vanessa was trying her best to maintain a good customer experience, but did not realize that she was in a predatory matrix. ESS is a basic predator.
Please post this as an unresolved complaint as ESS has decided not to refund the fraudulent overcharge in the amount of $90. ESS is a fraudster and should be held accountable for their predatory business model.
******** ********* ******
Business Response
Date: 02/21/2024
Extra Space Storage would like to thank Ms. ****** for reaching out. 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. Thank you.Initial Complaint
Date:02/14/2024
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 Mon Feb 5th I received a call saying my unit had been broken into. Thieves made away with thousands of dollars worth of my camera gear.
On Fri Feb 9th a detective from the Culver City Police Department called me to tell me that the management at this location are withholding access to the security camera footage. They said he needs to speak to Monique Guisa, whose contact information they will not share, and who has yet to return any of his calls. He requested that I reach out to help pressure them to turn over security camera footage.
I was finally able to get a hold of someone who said they were a manager, he would only give me his name as "Gerson" but would not give me his full name.
He said the police did not provide the necessary document for them to hand over the footage. I pressed him on what document that is, and he rambled and said a "report warrant kind of thing." I pressed him further for what specific document they needed, he got very cagey, and said he doesn't work at this location and is "just covering." This is a line I've heard from pretty much everyone there.
He said I would need to speak to Monique, but would not give me a number or email. I asked when she would be around and he said "maybe next week." I gave him my phone number and he said she'd contact me within 24-48 hours.
On MonFeb 12th I received another call from the Detective saying Extra Space is still not cooperating, and asked that I reach out again.
Since speaking with the detective the 2nd time, I have tried to reach Extra Space several times without answer so I left another message.
Someone named Nancy called me back, and just like everyone else, she said "she doesn't work on this site and is just covering" and will try to get a hold of Monique. She said either herself or Monique will reach out to me by the end of day today, that never happened, and I still haven't received the call from Monique that Gerson told me on Feb 9th that I would receive within 24-48 hours.Business Response
Date: 02/15/2024
Extra Space Storage
would like to thank Mr. ******* for reaching out and bringing this issue to our attention. We have notified the District Manager who will attempt to contact Mr. ******* to discuss this matter further
regarding the camera footage and break in. Please allow 48-72 hours for the district manager to complete their investigation of the issue and follow up. 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: 02/15/2024
Complaint: ********
I am rejecting this response because:This is the same evasive response we have been receiving thus far, I have been told several times that someone would get back to me and they never do.
I’ll believe it when I see it.
Sincerely,
***** ** *****Business Response
Date: 02/16/2024
Extra Space appreciates Mr. ******* reaching out. Per the account notes, the district manager spoke with Mr. ******* on 2/15/24 at 9:15pm.
The district manager recapped the phone call as follows "I called ***** back, he shared that detective ***** ****** ###-###-#### said we will not provide the video footage. I let him know we will follow up with the Culver City police and provide video footage. I let him know that there is no reason for us to not provide the video for incidents and I will contact the detective. ***** does not have CPP and has expressed he has his own insurance, I let him know if his insurance company needs confirmation a break-in happened we can confirm for them there was a security breach. Site will follow up with the police dept."
As stated in the phone call, the district team is following up with the police department today to see what they need. The district manager is happy to help and continue conversations with Mr ******* to resolve this issue. We would advise Mr. ******* to reach back out to the district manager with any follow up questions. Thank you
Customer Answer
Date: 02/20/2024
Complaint: ********
I will mark this matter as resolved once I receive confirmation from Culver City Police that they have received the security footage.
Sincerely,
***** ** *****Business Response
Date: 02/23/2024
Extra Space appreciates Mr. ******* reaching out. We are unable to assist any further through the BBB.
As stated in the recent phone call, the district team is following up with the police department to see what they need. The district manager is happy to help and continue conversations with Mr ******* to resolve this issue. We would advise Mr. ******* to reach back out to the district manager with any follow up questions. Thank you
Customer Answer
Date: 02/23/2024
Complaint: ********
I am rejecting this response because:The officer told me in an email yesterday that no one is getting in touch with him. This is his email:
After contacting the storage facility again, I spoke with someone who took my information for the fifth time, but they never responded. Do you have any updates on your end?
Detective ***** ******
Culver City Police Department
Investigations Bureau/Property Crimes
Office: ###-###-####
Fax: ###-###-####
***************************
Sincerely,
***** ** *****Business Response
Date: 02/26/2024
Extra Space appreciates Mr. ******* reaching out.
Per the account notes, the district manager spoke with the police dept on 2/23/24. The detective was informed that he is welcome to stop by at any time with a USB drive to take video. There is no limitation on him from doing this. The detective has not yet been to the site to do this.
As stated previously, we are unable to assist any further through the BBB. As stated in the recent phone call, the district team is following up with the police department to see what they need. The district manager is happy to help and continue conversations with Mr ******* to resolve this issue. We would advise Mr. ******* to reach back out to the district manager with any follow up questions. Thank you
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