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:02/09/2024
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.
Life storage is increasing rates at an astronomical pace. I moved into this storage unit in December and the rate is more than doubled, after two months. This was not listed as an introductory rate. I signed up at $48/mo and they are raising it to $96/mo
I also spoke with another tenant who says this has happened three times in the last year to them. They are obviously posting low rates to get people to move in and then jacking up the rates, this is predatory. Moving in and out can cost a lot of money and labor for people. If they want to have a low introductory rate for the first month that’s fine but they should advertise it as such.
Business Response
Date: 02/12/2024
Extra Space Storage, on its own behalf and/or that of its affiliate, Life 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. 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 1/23/2024 notifying Mr. ****** that as of 3/2/2024, the new rent rate would be $96, 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 2/2/2024, the District Team offer Mr. ****** a manager’s credit of $51.18, as a one-time courtesy, to have his new rate change effective on 4/2/2024 instead of the month of March.
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 $48.00 as compared to the suggested rental rate of $86.00 for your storage unit.” Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates will not be reviewed based on market changes.
For any rate negotiations we advise 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:02/05/2024
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 storage unit located at ***** ******* *** Eastpoint MI 48021 - has not had operating bay doors since December 2023. I am not able to gain full access to my 3rd floor unit. I have contacted the Dst Mgr Leadership team several times. No resolution. I am paying the FULL monthly unit charge of $295, for both months of non-access and will be paying an additional month on February 15, 2024 - yet I am not being provided RESONABLE and contractual access to the storage facility/ I am not getting the services that I paid/pay for.Business Response
Date: 02/06/2024
Extra Space Storage
would like to thank Ms. ****** for reaching out. We understand the frustration and hope to clarify.Upon review of the account, the back bay door is indeed in need of repair and the site had to order a new mother board. Unfortunately, that is not a minor repair so it will take some time to order and install. We do not have an ETA on that job completion. The notes from 1/17 also state that Ms. ****** was promised a refund once her move out was completed and it was determined how long she was inconvenienced by this issue.
The site manager remains responsive and willing to help Ms. ****** with gaining access during this time. The account notes show that a message was sent to Ms. ****** regarding alternate access options which stated: "the front bay door is operable. If you are accompanied by someone during regular access hours (6am-10pm), they can enter through the back doors, walk over to the front bay door, enter your code and open the front bay door so you can pull a Uhaul or truck into the bay area. If you are by yourself, you can call into the office or come into the office during office hours and someone will assist you on getting the door open so you don't have to walk around."
We have notified the District Manager that Ms. ****** is requesting to speak with someone above the store level. They will attempt to contact Ms. ****** to discuss this matter further. Thank you
Initial Complaint
Date:02/01/2024
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 September 29, 2023, I rented a 10x20 storage unit at the facility for a monthly rate of $76. I was not informed about any promotional discounts or potential rate increases during the rental process. Neither the website nor the lease agreement explicitly mentioned such terms.
However, on January 30, 2024, I discovered that my monthly rate had doubled to $152 without prior notification or explanation. When I contacted the facility, a representative acknowledged the increase but claimed it was due to an "initial discount" applied during the initial rental period. This explanation contradicts the lack of mention of such a discount or subsequent rate increase at the time of signing.
I believe this practice constitutes bait-and-switch advertising, as I was lured in by a lower introductory rate with no clear disclosure of the impending significant increase. This is concerning as the higher rate makes the unit significantly less affordable, especially considering its distance from my residence.
Specific Concerns:
Lack of Transparency: The absence of clear and upfront information about the "initial discount" and rate increase is misleading and deceptive.
Unfair Business Practice: Doubling the monthly rate without proper notification or justification creates financial hardship and undermines trust in the company.
Potential Contractual Ambiguity: While the lease agreement mentions the possibility of rate changes with 30 - day notice, it remains unclear whether the specific terms regarding the "initial discount" and subsequent increase were adequately disclosed during the signing process.
Actions Requested:
I urge the BBB to investigate this matter and take appropriate action. My desired outcome is:
Reimbursement for the difference between the advertised rate and the charged rate for the past month.
A adjustment to the monthly rate, reflecting the initial agreement of $76.
Disclosure of any promotional discounts and potential rate changes in future rental agreements.Business Response
Date: 02/02/2024
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."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 12/18/23 notifying Mr. ****** that as of 1/29/24,
the new rent rate would be $152, 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 1/31/24, the District Team reduced Mr. ******' rate down to $100/month as a one time courtesy to resolve the complaint on this unit.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 $76.00 as compared to the suggested
rental rate of $152.00 for your storage unit.” Rental agreements with Extra
Space are strictly month-to-month, therefore, rates are not guaranteed for any
specified amount of time. For the reasons mentioned above Extra Space has
followed the policies laid out in our lease agreement and therefore cannot
guarantee rates will not be reviewed again in the future based on market changes. Thank youCustomer Answer
Date: 02/05/2024
Complaint: ********
I am rejecting this response because:Thank you for acknowledging my concerns and attempting to clarify your position. While I appreciate the gesture of reducing my rent to $100/month, I remain deeply troubled by the significant rent increase from $76 to $152, even with this adjustment.
While I understand that you have the right to adjust rates according to Section 4 of the lease agreement, I believe the magnitude of this increase feels unfair and unreasonable, considering several factors:
Limited transparency: While you mention "market changes," a specific explanation for the substantial jump in suggested rental rate for my unit would be greatly appreciated. Was there a sudden, dramatic shift in local market conditions?
Lack of alternative solutions: Before resorting to such a significant increase, did you explore alternative options like a smaller rent increase spread over time or offering existing tenants a more gradual adjustment period?
Initial discount and rate guarantee: Section 42 of the lease agreement highlights the initial discount applied to my rent, comparing it to a higher "suggested rental rate." This phrasing implies a certain level of stability in the base rate, making such a steep hike even more unexpected and concerning.
Month-to-month agreement: While the agreement is month-to-month, frequent and substantial changes like this create significant difficulties for budgeting and long-term planning.
I am open to finding a solution that works for both of us. I would appreciate it if we could discuss this further and explore possible alternves.
Business Response
Date: 02/06/2024
We appreciate Mr. ****** reaching out.
While Extra Space understands that Mr. ****** feels the magnitude of this increase is unfair and unreasonable, it is within the terms of the rental agreement. Market conditions change daily depending on occupancy levels, new competition in the area, new rentals, vacates, competitor pricing, as well as a numerous other factors. Extra Space rent increase amounts are in line with the terms of the lease and state statute for self-storage. We do apologize that
Mr. ****** was not happy with the transparency of the rent increase decision making process and we've forwarded
this feedback to the right team for evaluation.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 as we are not able to assist further through the BBB other than confirming this rate increase was done legally and feedback has been submitted regarding Mr. ******' opinion of the amount. thank you.Initial Complaint
Date:01/23/2024
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 was going through a domestic violence situation. I had to move all of my personal belongings and furniture to extra space storage, which I had used in January 2021 and even prior so I was a repeat customer the prior times that I used extra space storage I was not disabled, but this time I was, I had broken bones and I have been in the hospital Over six times and they were aware that I was on cash assistance on Medicaid and disability pending. I was expecting New York City to pay for my storage, but they took too long and extra space storage evicted me, and they not only took my furniture, but they took even my baby albums of my twin boys , I have nothing I was in the hospital and I have proof when the foreclosure happened and there was no one that could help me get to the storage facility. They should’ve given me more time because they were fully aware of my medical condition, my disability, my cash assistance and a payment that was pending from New York City HRA human resources , they saved one box which included one photo album and one yearbooks when I had a unit filled with a lifetime of memories and furniture and some expensive items including a very expensive rug worth thousands of dollars but I don’t have anything now they were giving me time because they knew that I was in and out of the hospital, but they promised me more time And they dumped everything when I was in the hospital because of a nervous break down due to finances and not being able to get my storage because I didn’t have the money to rent a car and a person to help me get it and I didn’t have enough time.Business Response
Date: 01/24/2024
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 NJ to sell this unit, including
sending notices to Ms. ******. We would like to acknowledge that the last
payment made on Ms. ******'s unit was on 7/17/23. Rent became due again on 8/12/23 and remained unpaid, therefore fees accrued per the lease
agreement. Only full payment on Customer's account prior to the published auction date will stop a scheduled sale of the propertyPursuant to the lease
agreement that Ms. ****** signed, "If Customer does not
pay the Monthly Rental Charge by the 5th day following Customer's Paid Through
Date,
Customer shall pay a late fee of $20.00 or 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, as well as emails sent regarding Ms. ******'s
account being past due. Upon review of the account notes, Ms. ****** was offered multiple times to pay less than what was owed in exchange for vacating her items before the sale date but Ms. ****** did not take advantage of this offer. The Notice of Lien Letter was emailed to the
address we have on file for Ms. ****** on 11/9/23 and shows as delivered to
her mailbox successfully. As such, Ms. ****** was legally notified of the
auction scheduled for her unit. We would like to acknowledge that auctions at
Extra Space Storage are held online and are open to public. Once a unit is
sold at auction the contents belong to the auction buyer. It is up to the
discretion of the auction buyer if the items are to be returned.Also per the lease agreement made between Extra Space and Ms. ******, "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."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. Upon review of the account, the buyer did leave behind personal items for Ms. ****** to pick up at the office.For the
reasons mentioned above Extra Space has followed the policies laid out in our
lease agreement and therefore will not refund or compensate Mr. ****** for the
loss due to non-payment of rent and fees that were owed. Thank you.Initial Complaint
Date:01/23/2024
Type:Status:ResolvedMore 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 got a storage unit at Extra Space Storage located at **** ****** **, San Diego, CA 92126 on August 2023. I used the storage unit for a couple of months without major issues until november 2023, date in which i intended to vacate my storage. I put my notice as required by the contract I have with ESS. On November 5 I rented a truck and hired 2 people to help me move my stuff and leave the unit for good. After a couple of hours when we were half done we had to place my stuff back in the storage because the lift was not working and the only way i can move stuff is by using the lift. It was a wasted day, which cost me over $250 (I have pictures and witnesses from that day).
At the end of december I tried again but I was not able to vacate my storage unit as the lift was not working, this prevent me from vacating before the January billing cycle. On January the 7th I tried again to take my stuff (I rented a truck and had 2 people ready to help me), and again, the lift was not working (I got pictures and a video). After 3 times I have ran out of money and time, every time i have to go to ESS i lose a day at work. I contacted the manager Amanda, who initially said she would prorate the month so that i do not have to pay the entire cycle (rent increased nearly 100% this month), I was intending to leave around the 10th so if they prorated it would not be a problem. Days later she called me and said the company was not going to prorate and that they wouldd deduct one day + plus the late fee. She said that she could not prorate because we changed the ddate in which in would leave 3 times already, we did change that but it was because the lift did not work. I tried to find a solution, but they want to force me pay for an entire month when they are not allowing me to leave -- if this facility had a working lift i would have left back in november.Business Response
Date: 01/25/2024
Extra Space Storage
would like to thank Mr. ****** for reaching out. We
understand the frustration and hope to clarify. Upon review of the account notes, there were issue with the lift in November and January while Mr. ****** was attempting to vacate his items.Extra Space would like to acknowledge that this site has lifts rather than elevators that require the
tenants belonging to be put into it and then properly latch the door from
outside. Next, an additional door must be closed to create the activation. If a
tenant tries multiple times to “call for the lift” when both doors are not
secure, it can cause the lift to turn itself off and require the store manager to “reset”
the lift.
The initial $20 manager's credit applied to Mr.******'s account on 11/6 was to apologize about the
inconvenience of the lift error and as a courtesy, to inform the customer that
if a situation like that happens to call the NSC and the manager can be called to reset the lift and provide immediate resolution. In December, the lift was not down. In January, the Mr. ******'s $26 late fee was waived and an additional $25 manager's credit given due to the lift stopping again due to user error. Upon review of the account notes. Mr. ****** confirmed with the store manager that he did not
call the NSC as they had previously discussed which would have provided immediate assistance..
We have notified the district team of Mr. ******'s request for additional compensation to resolve the complaint on this unit. As a gesture of goodwill, the team will be applying a $100 credit to Ms. ******'s account which, when combined with his previous credits and waived fees, would be equal
to a month’s rent. Mr. ****** is also welcomed to reach out to our
customer service department at 1-888-STORAGE to be put in contact directly with
the District Manager if he wishes to discuss this account further. Any negotiations regarding credits must be made directly with the district manager. Thank youCustomer Answer
Date: 01/26/2024
Better Business Bureau:
After receiving the email today with the business response I had a call with the store manager Amanda, I explained her that the next days I can't take my stuff, hence I requested a few more days to take the stuff and leave the storage (I requested till February the 3rd), not later than that day without being billed for the entire month of February. I also submitted the payment for the total due till today, business gave me a credit for a total of $125 (a previous $20 credit was removed). The account has no balance due right now, I will be vacating the unit by next Saturday. Offer accepted.Initial Complaint
Date:01/22/2024
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.
Thursday 01/11/2023,I was confronted by the Business manager in my storage unit.She start being confrontational towards me and slammed my storage unit door loudly asking me to open and I did and she keep yelling telling me not ever close my storage door and I calmly said my reasons for close my door while packing my things in my storage is because I am worried about my safety here as I have noticed 3 consecutive times I'm coming to my storage and someone always coming behind me and I will conversation about me as I am in my storage,or someone will come next door,and I explained to her instead the manager started calling me names that I am "Strange thing" and the quoted that I am the only strange thing happening before I asked the manager that I am in my storage unit I am paying for and I should not be disrected or bullied.I told the manager if I don't like it here I will move my things when my rent is expired,then I went ahead and call the cooperate office and made a report how the manager came to my storage unit and was confrontational like she premeditated it.
Sunday 01/14/2024 I went back to collect my documents for my Immigration proceedings that I have to use in renewing my diver lincense,in order to go back to work but unfortunately they have put a padlock on my storage door and deny me access to my unit and my properties inside.I was never informed why the manager had lock my unit and deny me access to my properties,and this is clear violation of my rights because I am paying for my storage unit and I don't owe any rent.
I have emails that they sent after paying my rent and I have evidence of the padlock they put on my storage door for me not to go inside.Business Response
Date: 01/23/2024
Extra Space Storage would like to thank Mr. ***** for reaching out. We understand the
frustration and hope to clarify. In review of Mr. *****’s account notes for storage Unit 2052, Mr. ***** was caught locking himself inside his
unit for an extended period of time.Section 12 of the lease states "Customer agrees that the Space and Facility shall be used solely for the storage of personal property. Customer shall not loiter about the Facility, spend excessive or unnecessary time in or around the Space or interfere with the use of the Facility by other customers of Operator. Customer shall not use the Space for any unlawful purpose and expressly agrees not to use the Space for human or animal habitation."
The district team agreed to allow Mr. ***** access to take his belongings in one trip. The district team will not allow multiple days of access for their own safety reasons, after receiving threats made by Mr. *****.
Pursuant to the lease that Mr. ***** signed, “If Customer shall fail or refuse to perform any of the covenants, conditions or terms of this Agreement... Customer shall be deemed in default in the performance of this Agreement, except as limited by law. Nothing contained in this Agreement shall be construed as limiting Operator's rights and remedies as provided under the laws of the state where the Facility is located. In the event of a default, and without prejudice to any other remedies, Operator may (a) terminate this Agreement, or (b) seize and sell the personal property pursuant to Section 22 above."
For the
reasons mentioned above Extra Space has followed the policies laid out in our
lease agreement and therefore have decided to not renew the lease with Mr. *****. Thank you.Initial Complaint
Date:01/07/2024
Type:Status:ResolvedMore 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 with this company since 2004 and believe I should be treated better. I have asked them (nicely) 4 times to cancel the insurance on my unit, and they have refused. I need to cancel the insurance because their prices have skyrocketed and I no longer can afford it. I asked them in October 2023, November 2023, December 2023, and January 2024, and they still are charging me $26 a month for insurance that I have asked them to cancel. They refused.
I would like for them to cancel my insurance immediately, AND refund my 4 months of insurance.
I pay: $363.00 for the unit + $26.00 insurance + $20.59 taxes = $409.49Business Response
Date: 01/08/2024
Extra Space Storage would like to thank Ms. ****** for reaching out and bringing this issue to our attention. The store manager has initiated the process to remove Ms. ******'s insurance today. In order to complete the request, Ms. ****** must sign the insurance cancellation form which has been sent to her email. The store manager has also emailed Ms ****** a confirmation of the credit being applied to her account today for several month's of insurance premiums.
The staff has been unable to reach Ms. ****** by phone as the number saved on file is disconnected. The number provided with this complaint is also incomplete. We would advise Ms. ****** to please respond to the store by email and provide an updated contact number directly to the rental office so that they may easily assist her in the future. Thank you.
Customer Answer
Date: 01/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ******Initial Complaint
Date:01/04/2024
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 December 4, I was charged $189 for a storage unit I rented from the company. The monthly charge is typically $109. When I called to request a refund, the woman acknowledged this was an oversight (as such a drastic boost with no forewarning wouldn't be a viable action). She said it was an oversight in the computer system since they had recently merged with another company. She then said this would likely continue if not remedied because my account had been "mislabeled". When I asked to correct it, she said she couldn't do it, it would have to be done by people with more power than her. When I asked to speak with someone with that power, she said she could not give their contact information. She instead wrote a vague email "on my behalf" and sent me a copy, claiming she had sent it to the appropriate parties. No one has contacted me or refunded me. I followed up two weeks later and I was told that the company was aware of it and were working to remedy the issue. Now, four weeks after bringing this to their attention, I have been overcharged again. This time $201. So not only are they overcharging me, their charges aren’t even consistent. Essentially, I was overcharged by nearly 100% twice with no refund given *and* no correction to the issue, which means I will continue to be overcharged monthly as long as I use their service. This is absurd and illegal, and the company needs to do better to correct this mistake. They haven’t shown the slightest care or regard for remedying what should be a simple error to correct. Furthermore, as a separate issue, after researching the cost of their units online, I see that their posted rates are half what they’ve been charging me for years. Thus, future potential customers should be aware of this, as it seems they charge people arbitrarily.Business Response
Date: 01/04/2024
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. Proper notice is given on all adjustments. The rate change notice mailed on 10/20/23 notified Mr. ******* that as of 12/01/23, the new rent rate for his unit would be $175 per month, not including insurance selection at time of rental or state tax. Mr. ******* was enrolled in the Xercor insurance plan of $14/month which brought his total due for December with the new rent rate to $189. Mr. ******* was charged this amount on 12/01/23.Pursuant to section 3 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 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."Xercor Insurance sent a letter to all previous Life Storage customers in November to let them know their insurance plan would be rolling over to the new insurance company, Beecher Carlson as of 1/1/24. Mr. ******* should have also received a follow up letter from Beecher Carlson notifying him of his new insurance plan which began on Jan 1st 2024 and amounts to $26 monthly. Mr. ******* was charged on 1/1/24 for his monthly rent of $175 plus the new insurance premium amount of $26 which totaled $201.00. Mr. ******* can reach Beecher Carlson directly at ###-###-#### if he has any questions regarding his new policy as Extra Space has no control over the insurance costs or copies of letters sent directly from the insurance company.
Extra Space Storage would also like to acknowledge that on 1/2/24, the District Team reduced Mr. ******* rent down to $115 monthly with an effective date of 2/1/24 to resolve the complaint on this unit. As a gesture of goodwill, Extra Space will also be applying a credit of $120 for the amount of the rent increase in December and January as a gesture of goodwill for a long time customer. 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. Mr. ******* is welcome to reach out to customer service at
1-888-STORAGE to be put in contact with a member of the District Team if he wishes to discuss his account further. Thank you.Customer Answer
Date: 01/08/2024
Complaint: ********
I am rejecting this response because:
Thank you for your response. It is unfortunate you or one of your colleagues chose not to simply reach out to me before getting the BBB involved. One of the issues I have with your explanation is its misalignment with what I was told when I first called. Your employee told me that the charge was an oversight because my unit was “mislabeled by the computer” and that my unit “should not be that expensive”. Furthermore, what you are charging me is significantly above the prices you have posted on your own website, as well as far above market value for this sort of unit in that area. I cannot imagine you will actually try to charge people this amount for a unit of my size with so much competition in the area. It seems counter-productive. Either way, the woman with whom I spoke then said she would send an email on my behalf to the higher-ups, since she “couldn’t so anything”. After two weeks of not being contacted, I called back. The same woman then told me the appropriate parties were aware of the issue and that it would be remedied. Then, after yet another 2 weeks, when still no one had reached out, I was charged $201, which is even higher than the previous boost, which you will now attribute to an insurance increase. That is far from a remedy. Furthermore, I was never alerted to either of these price increases. Previously, when a pay increase was pending, I was alerted via email. This was the precedent set by the company. There was no such email this time. If you are going to claim you sent me “snail mail”, then I would say that’s a convenient claim and I would suggest this is a lackluster attempt to alert customers of a pending price increase in 2024, so your company may wish to reconsider its approach. Additionally, if this was the new set price, your employee could’ve pointed this out, so that I could have decided whether I wished to continue using your services at this rate, which she did not, as mentioned above.
Regardless, let’s focus on a solution. Your offer of store credit is of no interest to me. I had that money in my account to be used for other means. Thus, I will make a separate offer of similar value. Charge me the $109 you had previously for both last month and this month, meaning you will immediately refund me the difference $80 for last month and $92 for this month ($172 total). At that point, I will consider this the formal warning that prices will increase, and you can charge whatever you wish for the unit going forward from next month. I feel that is more than fair given the circumstances in their entirety, including my long-standing patronage.
Sincerely,
******* *******Business Response
Date: 01/08/2024
Extra Space Storage would like to
thank Mr. ******* for reaching out. Extra Space has followed the terms of its lease agreement and responded in full to the original complaint. Extra
Space acted within the law in all respects regarding Mr. ******* 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. . 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 if he wishes to discuss his account further. Negotiations on credits and refunds may only be made through one of these
two options. thank you.Customer Answer
Date: 01/10/2024
Complaint: ********
I am rejecting this response because:I offered a fair solution, they rejected it with no counter-suggestion. Thus, since they have opted not to remedy the issue or try to find an agreeable solution, we will proceed with further steps as I do not believe they have acted in accordance with the law or their agreements.
Sincerely,
******* *******Initial Complaint
Date:01/03/2024
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 had a storage unit from extra space storage in happy valley. I ended up on difficult times and was given until January 1st to pay for my storage unit. I went to pay it today, as yesterday was actually a holiday. They sold it on December 29th, along with all of my $1000’s of dollars worth of tools!! I was told on the phone at the beginning of December to not worry and I was given until January 1st to pay what I owed which would have been just a couple hundred dollars. The company refused to provide any information on what they sold my unit for and to whom. They flat out stole all of my belongings that were in storage because I do not have a garage. Hundreds of tools, some really nice expensive tools. My girlfriend also had a few tubs of things stored. As a company that provides a service that stores peoples belongings, they have a duty to their customers to respect those belongings and provide fair time to pay the unit. I was given until the first which was a holiday and the office was closed. So first thing today I discover they sold my unit 4 days early! I showed up cash in hand to pay what I owedBusiness Response
Date: 01/04/2024
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 OR to sell this unit, including sending notices to Mr. ****. Extra Space did not receive payment from Mr. **** before the auction.Pursuant to the lease agreement, "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. 23) Any time prior to lien sale, any person claiming a right to Customer's liened property may stop the sale by paying in full in the form of CASH ONLY all amounts owed. Upon release of such property to the payor, Operator shall have no further liability to any person for the liened property."
We would like to acknowledge that the last payment made by Mr. **** was on 9/26/23. Rent became due again on 10/01/23 and remained unpaid through the date of auction. Phone calls were made to the phone
number on file for several months, but the phone number Mr. **** had provided for contact was disconnected. Letters sent to Mr. **** at the address on file were also returned as undeliverable. It is the responsibility of the customer to keep contact information up to date in order to receive timely notices..As per the lease "Only full payment on Customer's account prior to the published auction date
will stop a scheduled sale of the property." The Notice of Lien Letter was mailed
to the address we have on file for Mr. **** on 11/7/23. As such, Mr.
******** was legally notified of the auction scheduled for his unit, as well as the date and time it would occur. Extra
Space also sent several urgent emails as a courtesy to try to reach Mr. **** to the email address on file, which Mr. **** stated were received when speaking with the store team on 1/02/24. We would like to acknowledge
that auctions at Extra Space Storage are held online and are open to public. Once a unit is sold at auction the contents belong to the
auction buyer. It is up to the discretion of the auction buyer if the items are
to be returned.
For the reasons mentioned above Extra Space has followed
the policies laid out in our lease agreement as well as the state lien laws governing
self-storage and therefore will not refund or compensate Mr. **** for loss due to non-payment of
rent and fees that were owed. Thank you.Initial Complaint
Date:01/02/2024
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 rented two storage units at this location. I attempted to do a pay to move out of the first unit (I don't remember the number but I believe it was *** or ***). I was told that I would have to move out of both of my storage units (including unit ***) due to "showing that I could not afford to pay for the units" which is what the manager told me. I explained that it would put me in a better position to afford the one unit which I've had with this company for over two years and have maintained if I could move out of the second unit. My request was ignored and the second unit was auctioned. I did not receive a call to get my pictures or personal things (tax papers, legal documents, documents with my personal information on it). I was told that although no attempt was made to contact me to pick up these items they were thrown away. The reason for this complaint is that my last unit *** was recently auctioned off. I have called and left voicemails with this location and sent emails regarding this location to set up a times where I may get my pictures and personal documents which by law they are required to return to me. Especially the pictures of my brother who is no longer with us and his writings. I told them that I don't care about anything but my pictures and personal documents. Since these people will not contact me and keep ignoring every effort I'm making to get my things back, will you please help me get my things back before they throw these items away as they did with the items in my last storage.Business Response
Date: 01/03/2024
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 AZ to sell this unit, including sending notices to Mr. ******. Extra Space did not receive payment from Mr. ****** before the auction. Only full payment on Customer's account prior to the published auction date
will stop a scheduled sale of the property. The Notice of Lien Letter was mailed
to the address we have on file for Mr. ****** on 11/9/23. As such, Mr. ****** was legally notified of the auction scheduled for his unit.We would like to acknowledge
that auctions at Extra Space Storage are held online and are open to public. Once a unit is sold at auction, all of the contents legally belong to the
auction buyer. It is up to the discretion of the auction buyer if the items are
to be returned. Extra Space cannot force the buyer to return any items that were legally purchased. 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 refund or compensate Mr. ****** for loss due to non-payment of
rent and fees that were owed.We would also like to acknowledge that we have reached out to the district team to see if the buyer can be contacted. The district team will attempt to contact the buyer to see if they are willing to return any of the personal documents purchased in the sale of the unit. The district team will reach out to Mr. ****** to let him know the result of the attempt to contact the buyer. Thank you.
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