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
- 1,448 total complaints in the last 3 years.
- 493 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23257262
I am rejecting this response because:The part where your location is a meth lab.
Sincerely,
**** ********
Business Response
Date: 04/28/2025
Extra Space Storage would like to thank Mr. ******** for reaching out. We understand the frustration and hope to clarify.
Extra Space does not provide free storage units. Extra Space does review rates periodically which are based on the current market value for that specific sized unit. Currently Mr. ********** monthly rent rate is $37 monthly plus the chosen insurance package. If a rental rate change is ever scheduled, Mr. ******** will receive a postcard in the mail informing him 30 days in advance of the change. If the rent is ever not paid on time, the gate code will be disabled and late fees will be incurred per the lease agreement.
Pursuant to section 3 of the lease agreement, "If Customer does not pay the Monthly Rental Charge by the 10th day following Customer's Paid Through Date, Customer shall pay a late fee of $10.00 for Monthly Rental Charges $60.00 or less, $15.00 for Monthly Rental Charges between $60.01 and $100.00, or the greater of $20.00 or 15% of Monthly Rental Charges over $100.00. Operator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 10th day following the Paid Through Date. Late Fees will be assessed on or after the 11th 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 Customers 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."
Per section 4 of the lease: "Customers Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Operator may change or increase Customers Monthly Rental Charge, fees and charges, due to changes in market conditions or for any other reason at any time upon 30 days notice to Customer. Operator may send notice to Customers email address or by any other method of notice described in Section 32 below. By continuing to use the Space after a rate change, Customer agrees to the Rental Agreement as changed and that all of its other terms remain in effect. AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $37 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $66 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. Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage and therefore will not be able to stop late fees from adding on or the gate code from disabling if the rental is not paid on time.We have passed on Mr. ********** concern regarding illegal activity at the property to the district manager to investigate and take applicable action. Mr. ******** is also welcome to reach out to our customer service department at ************************** to be put in contact directly with the District Manager. Thank you
Initial Complaint
Date:04/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because: Extra Space Management (ESM) did not understand the issue presented in my complaint. My complaint is NOT about ESM's unfettered right to raise rents. (Although, the frequency and amount of rent increases seems to be quite aggressive - reminiscent of the old "bait and switch" tactics employed in the past.) Rather, it is about whether they offer different types of rates (Standard vs. Internet) and what those rates mean.Before I signed my rental agreement, I was provided with two types of rates - Standard and Internet. The Internet rate on December 19, 2024 was $89 per month. The Standard rate was $172 - a difference of $83 per month. I asked why anyone would want to pay the Standard rate given that it was much higher. I was told that there are very few rent increases to Standard rates and that the amount of rent increase is smaller than those associated with Internet rates. I was told that Standard rates are better for long term renters who would like more price stability.
Thus, I signed up for the Standard rate knowing that others were paying only $89 per month but I wanted to avoid constant rate increases. When I received my first notice of a rent increase in LESS THAN 3 months, I was upset. This increase didn't even begin to approach the one year mark. The amount of the increase was an extra $80 per month, a hefty 47% increase. By that time, I had already paid $332 dollars more for my storage unit than someone who had opted for the Internet price on the day that I rented my storage locker.
So, in conclusion, what I'm saying is that I am fully aware that rent increases are a way of life in this industry. BUT, what are the differences between Standard and Internet rates? With notice of a rate increase less than three months after signing up for my storage locker, I believe I am being treated the same way as Internet rate customers are treated. I appreciate the one-time $80 credit and a monthly reduction of $17 per month - resulting in a new price of $235 per month - but that doesn't come anywhere close to the current Internet price of $191. Do I still have a Standard Rate? Can I switch over to the much cheaper Internet rate? Please clarify your policies about these two different rate types. This will eliminate much confusion on the part of your customers (and staff).
at what happened to me was not consistent with what she was taught in employee training about Standard Rates and the benefits of those rates and she suggested I escalate my case. At the point in time in which my new rate was to take effect, I had already paid more than $332 than someone who had signed up at the same time as I had but who opted to pay the going Internet Rate. ***** said that what happened to me was not fair. I also think it is not fair. My storage location is **** * **** ****** *** ****** ** *****. My locker number is ****. I don't think I should have to deal with any rate increase so soon given that I was offered a Standard Rate. Please let me know if you need additional information. ***** ******** *** ********
Sincerely,
***** ********Business Response
Date: 04/28/2025
Extra Space Storage would like to thank
Ms. ******** for reaching out. We understand the frustration and hope to
clarify. Extra Space does review rates periodically which are based on the
current market value for that specific sized unit.Pursuant to section 4 of the lease
agreement that Ms. ******** signed, "Customer’s Rental Terms May
Change with 30 Days' Notice. Customer acknowledges this Lease is month
to month and that Owner may change or increase Customer’s Monthly Rental
Charge, fees and charges, due to changes in market conditions or for any other
reason at any time upon 30 days’ notice to Customer. Owner may send notice to
Customer’s email address or by any other method of notice described in Section
32 below. By continuing to use the Space after a rate change, Customer agrees
to the Rental Agreement as changed and that all of its other terms remain in effect. AS
PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL
DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $172 AS COMPARED TO THE SUGGESTED RENTAL
RATE OF $172 FOR YOUR STORAGE UNIT."Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to the
address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested, to show proof of mailing. The rate
change notice was mailed on 3/18/25 notifying Ms. ******** that as of 4/21/25,
the new rent rate would be $252, 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 4/17/25, the District Team agreed to reduce Ms. ********'s rent to $235 monthly, not including insurance selection at time of rental or state tax. Ms. ******** would also keep her 5% monthly senior discount on this new rate. Furthermore, on 4/4/25 Mr. ******** was given a one time $80 credit as a courtesy due to the confusion with the rate increase process.Also per the lease "Operator’s Agents are not authorized or permitted to make any warranties about the Space or the Facility. Operator’s Agents’ ORAL STATEMENTS DO NOT CONSTITUTE WARRANTIES and shall not be relied upon by Customer. The entire agreement and understanding of the parties hereto are embodied in this writing and NO OTHER WARRANTIES are given."
Rental agreements with Extra Space are
strictly month-to-month, therefore, rates are not guaranteed for any specified
amount of time. For the reasons mentioned above Extra Space has followed the
policies laid out in our lease agreement and therefore cannot guarantee rates
will not be reviewed based on market changes.For any rate negotiations we advise Ms. ******** to contact the rental office or customer service at 1-888-STORAGE to be
put in contact with a member of the District Team. Negotiations may only be
made through one of these two options, Thank you.Business Response
Date: 04/30/2025
Extra Space Storage would like to thank Ms. ******** for reaching out. We understand the frustration and hope to clarify.
Extra Space has many different types of rates available for new customers depending if they rent in store or online or through our other customer service channels. Standard and Internet are two options when renting in store. When shopping online some stores also offer "package rates" which include amenities such as 24 hour access or the option to choose a preferred space from a map. New customer rates, as well as the names of the different types of rates, change quite often. Sometimes Standard rates will be lower but will not have promotions available. Higher rates are sometimes offered with first month free or other specials.
There is absolutely no difference between Standard or other rates, as far as when rate increases will occur. All customers are treated the same in regards to rate increases, regardless of what option is chosen at time of move in.
Once a customer has moved in, they no longer have Standard or any other new customer rate. They are now a current customer and just have their current customer rate, which can change at any time with 30 days notice based on market conditions. Rates of current customers will not match those of new customers.
We are happy to hear that Ms. ******** was able to come to a resolution on her current rate. We apologize for any confusion at the time of rental and have passed on this feedback for improvement 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. Thank you.
Customer Answer
Date: 05/04/2025
Complaint: ********
I am rejecting this response because: I am not satisfied with the information I received from Extra Space Management (ESM). While ESM doesn't appear to have broken any actual laws - because there are none - the rate increase on my storage locker is unacceptable. My first rate increase came in, shortly after signing a rental agreement, at just under 50% after being promised my rates would not go up for about a year. Someone who rented a locker of my size for the internet price of $89 per month on the dame day I rented, would have had more than a 180% increase. All of this, in just four short months - amazing. After researching the subject, it appears that part of the problem is I Iive/rent in Arizona. For some reason, the state legislature has chosen not to regulate rent increases imposed by the self-storage industry. Some states DO regulate rent increases. For example, rents in Los Angeles are limited to 10% or a lower rate based on a pre-determined formula. Living in Arizona, I now realize that one rents a storage locker at your own peril. Rents skyrocket within just a few months of signing a rental agreement - regardless of what rate one is promised. And, once items are moved into the storage locker, it's a lot of work to take everything out and look for a new facility where, presumably, one can find a cheap internet rate for a few months - maybe. Because future rent increases are not disclosed upfront - whatever the market dictates - renters in Arizona without deep pockets should try to minimize their time at nationwide self storage facilities. It is definitely Renter Beware!! Right now, there is no one on the side of the consumer regarding these issues. I urge everyone, similarly situated, to write to their representatives to request a fix at the state legislative level.
Sincerely,
***** ********Initial Complaint
Date:04/24/2025
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.
Complaint: 23243221
In response to the business, I would like to provided the required information as follows:The rental is under either under the name ******* ********** or ******** **********, storage unit #N167 at **************************************. The phone number associated with the account is ************. I would like to confirm that we were NOT given the option of purchasing insurance, since it is absolutely unnecessary due to the nature of the items stored. How do you put a price on your adult children's old toys and paraphernalia? They are at one irreplaceable and with no real monetary value. Was this included then in our original $54/month price? I doubt it. I understand your rentals are on a monthly basis, but this does not translate into you raising your price to double the originally advertised price. This constitutes fraud. Especially since we are now overseas and confident that we have arranged safe storage of our items since we have rented out our home, and will not be returning to the ** until the end of the year. Why is it that if I look on your website, the same 5x10 space is still advertised at our original price? For your information, I did call the local office and spoke to a person and he was the one to give me this information. In any case, retraining to provide more accurate information to clients may be advisable. I also called HQ but all I get there are prompts that do not allow me to speak directly to anyone.
atory to have the insurance. I feel cheated since now we are overseas and unable to move out for at least 6 more months and we were not advised beforehand of any of this. I tried calling Headquarters but only received prompts that do not lead me to actually speaking to anyone.Business Response
Date: 04/24/2025
Extra Space Storage would like to thank Ms. ********** for reaching out.
Unfortunately we have not been able to locate a current account which matches the contact details provided in this complaint.Would Ms. ********** please confirm the full name and account number associated with the rental? We also need the exact address of the location where Ms. ************ belongings were being stored.
In general, we can confirm that insurance is required for all tenants at Extra Space. Customers are given the option to purchase a plan at time of move in or confirm that they have their own personal coverage and sign a rejection form releasing Extra Space and accepting all responsibility for any loss or damage to their items.
Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time. For any rate negotiations we advise Ms. ********** to contact the rental office or customer service at ************************** to be put in contact with a member of the ************** Negotiations may only be made through one of these two options
Once we are given additional information we will respond accordingly. Thank you.
Business Response
Date: 04/25/2025
Extra Space Storage would like to thank Ms. ********** for reaching out. Unfortunately, we are not able to disclose any account information through the BBB with anyone other than the lease holder with our company. Extra Space Storage is more than willing to discuss any issues with Mr. *********** as they are the lease holder and primary on the account. We would advise Mr. ********** to contact the local rental office or customer service at ************************** to be put in contact with a member of the ************** Thank you.Customer Answer
Date: 04/28/2025
Complaint: 23243221
I felt I needed to choose the option for "not accepting the business response" because the alternative would not allow me to write a response. Yes, my husband called the number provided and spoke to customer service. They agreed to lower the monthly fee to a more reasonable amount and also provided a waiver to sign regarding the insurance. THIS was not the case when we originally rented the unit, so I want it mentioned that their employee at the facility in *********, ** needs some re training to show some concern regarding customer issues and also to be more informed about his employer's policy. We have had different storage units at the same facility for the past 4 years and never, ever, did we have such an outrageous price increase, and I want this to be noted. We have been given the option to pay ahead several months to preserve the rental price and that was a reasonable agreement that also, we had not been offered before. Overall, we are satisfied with the response today from customer service, it is just a shame we had get to the point of filing a complaint against them to get their attention.Sincerely,
****** **********Business Response
Date: 04/30/2025
Extra Space Storage would like to thank Ms. ********** for reaching out.
As previously stated, we are not able to disclose any account information through the BBB with anyone other than the lease holder with our company. We are happy to hear that Mr. ********** was able to resolve his issues.
We value your feedback,and the comments regarding the local employee have been forwarded to the right team for future development of the staff. Mr. ********** is welcome to contact our customer service line at any time to reach the district manager if any issues continue. Thank you.
Customer Answer
Date: 04/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and was able to reach out to the storage facility as their customer service advised.They did adjust the price and we were able to pay 6 months forward. I will be watchful for excessive price increments but for now find that this resolution is satisfactory to me.
Sincerely,
****** **********Initial Complaint
Date:04/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23242360
I am rejecting this response because:I am fine with a payment arrangement or paying it all off at once but Im currently in ************ and can pay card online or over phone. It gave me the option to do so online, so I have a card Im fine with using that one. There is no issue with ACH. ******* said the payment went through about three times so they saw no issue. I believe Im being taken advantage of. And I was also not updated on the issue with the payment until I called in. Nor was I made aware of there being a sale. Ive only had this unit like two months theres no way it would be up for sale this fast. Thats some actual crazy nonsense that they would auction of the last of someones stuff who lost her belongings AND home in a fire. But color me shocked that someone would take advantage of people like this, and charges 221 for a unit thats not even that big on top of that. I can work out an agreement or pay by card, or I take it on with a legal team. If any of my stuff is sold Ill come after Extra Space, ********* location and the company in general for a settlement far more than what I owe. Trust me
Sincerely,
****** *********Business Response
Date: 04/24/2025
Extra Space Storage would like to thank Ms. ********* for reaching out. We understand the frustration and hope to clarify.
Extra Space is properly following the self-storage statute for the state of CA to sell this unit, including sending notices to Ms. ********** We would like to acknowledge that the last payment made on Ms. *********** unit was on 2/1/25. Rent became due again on 3/1/25 and remains unpaid. Ms. ********* did submit ACH payments through her bank on 3/22/25, 3/29/25 and 4/1/25 which were all declined and reversed by the bank. Due to these repeated issues with her payment history, Ms. ********* has been restricted to paying cash on her unit. Due to the past due status, fees have accrued per the lease agreement and the unit has progressed through the foreclosure process.
Pursuant to the lease agreement that Ms. ********* signed,
If Customer does not pay the Monthly Rental Charge by the 10th day following Customer's Paid Through Date, Customer shall pay
a late fee of $10.00 for Monthly Rental Charges of $60.00 or less, $15.00 for Monthly Rental Charges between $60.01 and $100.00,
or the greater of $20.00 or 15% of Monthly Rental Charges over $100.00. Operator may charge a late fee for each month Customer
fails to pay the Monthly Rental Charge by the 10th day following the Paid Through Date. Late Fees will be assessed on or after the
11th day following Customer's current Paid Through Date. Any late fees incurred by Customer are a service charge and not a penalty.
Partial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of Operator and if
accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance (if applicable and
Customer wants to keep the insurance). If at the close of business on the 30th day following the Customers 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 past due amount by cash, credit card, or by certified funds. No personal/company checks will be accepted for past-due
payments. It is agreed to and understood that partial payments made to cure a default for nonpayment of rent will not delay or stop
foreclosure and sale of Customer's property. The tender of partial payments, if accepted, shall not serve to waive or avoid the legal
effect of prior notices given to Customer. Only full payment on Customer's account prior to the published auction date will stop a
scheduled sale of the property.Phone calls were made to the phone number on file regarding Ms. ********** account being past due. The Preliminary Lien Notice was mailed to the address we have on file for Ms. ********* on 4/7/25. The Notice of Lien & Foreclosure was mailed to the address we have on file for Ms. ********* on 4/11/25. As such, Ms. ********* was legally notified of the auction scheduled for her unit. We would like to acknowledge that auctions at Extra Space Storage are held online and are open to public. Once a unit is sold at auction the contents belong to the auction buyer. It is up to the discretion of the auction buyer if the items are to be returned.
For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage and therefore will not be able to stop the sale of the unit. We would advise Ms. ********* to contact the rental office or customer service at ************************** to be put in contact with a member of the ************* to discuss payment options. Ms. ********* may be able to pay less than what is owed in exchange for an immediate vacate. Any Pay to Vacate negotiations must be done directly with the store team or customer service. Thank you.
Business Response
Date: 04/25/2025
Extra Space Storage would like to thank Ms. ********* for reaching out.
Ms. ********* is welcome to pursue her claim through any other avenues as Extra Space is properly following the self-storage statute for the state of CA to sell this unit, including sending notices to Ms. ********** Extra Space has not received payment since Ms. ******** moved in as all ACH transactions have been reversed by the bank which Extra Space can prove with bank receipts.
As previously stated, the Preliminary Lien Notice was mailed to the address we have on file for Ms. ********* on 4/7/25. The Notice of Lien & Foreclosure was mailed to the address we have on file for Ms. ********* on 4/11/25. As such, Ms. ********* was legally notified of the auction scheduled for her unit, which Extra Space can prove with mailing receipts.For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage and therefore will not be able to stop the sale of the unit. We would advise Ms. ********* to contact the rental office or customer service at ************************** to be put in contact with a member of the ************* to discuss payment options. Ms. ********* may be able to pay less than what is owed in exchange for an immediate vacate.
Any payment negotiations must be done directly with the store team or customer service. Thank you.
Customer Answer
Date: 04/25/2025
Complaint: 23242360
I am rejecting this response because:As stated I am willing to work out a payment, but no I obviously didnt get payment due receipts nor did I get any emails indicating my payment didnt process so that is not my fault nor is it on me. My friend has given me my mail though I dont live there now, and there was nothing in regards to there being any type of auction sale. Also its been two months, its not that long where stuff would be up for auction this soon even with a balance. ****** is not that much in the grand scheme of things for stuff to be up for sale thats just awful that a storage unit would do that after people lost everything in fires. Thank god I had what was in there.
Sincerely,
****** *********Initial Complaint
Date:04/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23240402
I am rejecting this response because:I paid for a storage unit and they get my money for not even using the storage unit for April
i feel this is discrimination, I am a senior citizen who had to sell his house and move and used the facility in good faith
even half a refund I would be satisfied I would not recommend anyone using this storage facility
Sincerely,
***** *******Business Response
Date: 04/23/2025
Extra Space Storage would like to thank Mr. ******* for reaching out. We understand the frustration and hope to clarify.
Mr. ********* account started on 3/12/25. His next rental period began on 4/12/25 and the rental period was paid for by the credit card saved on the account. The rental office was notified on 4/12/25 that Mr. ******* no longer needed the storage unit. The manager went to check the unit & it still had a lock on it so the account could not be closed on that date. Mr. ******* was reached again on 4/14 and told that he is still renting until he releases possession of the unit back to Extra Space. The lock was removed on 4/16 which was 4 days into the billing cycle. No advance notice of the vacate before the billing cycle began was given.
Per the lease agreement Mr. ******* signed, Customer must provide Operator notice prior to vacating the Space and terminating this Agreement.Operator shall not be required under any circumstance under any circumstance to refund Customers first months rent or other charges paid by Customer to Operator, except as set forth in this refund policy. In addition, Operator shall not be required to prorate Monthly Rental Charges if Customer gives notice of termination to Operator and the termination date occurs during a Rental Month for which Customer already paid the Monthly Rental Charge. However, if Customers notice of termination includes a date of termination that is to occur during a future Rental Month, Operator shall prorate the Monthly Rental Charge for the Rental Month wherein termination occurs. Furthermore, Customer shall be entitled to a refund of any prepaid Monthly Rental Charges only if (a) Customer has not occupied the ********************** for any portion of the prepaid Rental Month at the time of termination and (b) such prepaid Monthly Rental Charges are greater than $25.00. Customer agrees to the refund policy outlined above."
Mr. ******* also initialed this section to indicate his understanding of this policy.
For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement. Thank you.
Initial Complaint
Date:04/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23233524
I am rejecting this response because:After talking to the district manager I have lost all faith in extra space storage and am now going to make it my soul purpose to campaign against them and make it known how they treat long term loyal customers unless some kind of action is taken to make these employees respect their loyal customers and treat them as such. I have been yelled at, talked down to like a child, threatened, ganged up on, and now have the major inconvenience of having to move 20 months worth of a 10'x20' unit out b4 may 7 and am only able to do so up until 7pm when the children whose in charge leave and go home. I don't get off work until 7pm alot of nights so I am going to have to miss work to make this happen by may 7th which at that time I was told I would b trespassed. So for the 2 weeks that I was unable to access my belongings without having I D, the taunting and being laughed at since then because " I was the only one who complained" and now " kicked out" I see that extra space does not appreciate long term renters at all, which makes no sense to me at all. I have no clue how I am going to move all my stuff without a truck, be ause I can't afford to rent one at this time. Thank u guys for all the added and unnecessary stress, I already have heart problems because of high blood pressure caused from stress, but I know now that u and ur people don't care about your customers. This whole experience is embarrassing and humiliating on top of what a huge inconvenience this is going to b. All I wanted to do was pay my rent and b left alone. But ur 3 employees and their district manager seem to think they have all this authority over their customers that they can treat them however they want and that's how it's going to b. Bad business!!
rage for 4 days now. They also cane by my unit and tried telling me how it's going to b and if I don't like it then to move. She then said that I was the only one who complained on them and I responded that I am different and that she isn't going to tell me how it's going to b her way or move out. Then she told me she was going to kick me out and then trespassed. I don't want to have to talk to any of them and I shouldn't have to. I can't keep paying rent for something that I can't even use and get treated like a child when I voice my opinion. The manager and assistant manager make false reviews about them on ****** and also try and get their customers to. They need to b fired and find jobs that don't have any kind of customer communication or interaction involved. I have been here for 20 almost 21 months and should b treated like a valued customer but am not.
Sincerely,
**** *****Business Response
Date: 04/22/2025
Extra Space Storage would like to thank Mr. ***** for reaching out. We have notified the District Manager who will attempt to contact Mr. ***** to discuss this matter further regarding the electricity and issues with the staff. Please allow 3-5 business days for investigation and follow up. Mr. ***** is also welcome to reach out to our customer service department at ************************** to be put in contact directly with the District Manager. Thank youBusiness Response
Date: 04/28/2025
Extra Space Storage would like to thank Mr. ***** for reaching out.
To ensure customer safety, ******************************************* does not allow individuals to store explosive items such as fireworks and does not allow customers to plug items in while at their unit as this creates safety concerns. In addition, we would like to acknowledge that Mr. ***** has been extreme hostile towards the staff on multiple occasions as they have tried to enforce the rules of the facility.
Pursuant to the lease agreement "The rules and regulations posted at the facility, if any, are by reference made part of this agreement, which rules and regulations may be modified by Operator to assist with the operation,safety, and cleanliness of the Facility. The Facility is operated in accordance with state and local laws governing self-storage facilities in the state where the Facility is located, which are herein incorporated by reference."
The lease also states "Customer agrees that the ********************** and ******************** shall be used solely for the storage of personal property. Customer shall not loiter about the ********************, 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 ********************** for any unlawful purpose and expressly agrees not to use the Space for human or animal habitation".
Upon review of the account notes, the local manager contacted Mr. ***** on 4/22 to discuss his complaint. It was relayed to Mr. ***** during this conversation that Extra Space is not a good fit for him to continue storing as we cannot meet his expectations for electricity usage or come to a non hostile resolution. The local office has provided 15 days until May 7th at the end of office hours to vacate his unit at no charge. Extra space would agree to waive the last months rent entirely in exchange for a peaceful vacate of the premises.
We do apologize that Mr. ***** was not happy with his most recent experience, however, we do have these policies in place for the safety of all customers who store at the ********************. 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.*****.
Customer Answer
Date: 04/29/2025
Complaint: 23233524
I am rejecting this response because:You have it totally wrong, extra space employees were hostile to me first because I complained about having to show I.D. and apparently was the only one who filed a complaint. I was yelled at and laughed at because I was the only person who complained, and yes I did yell back. The 3 employees that work there have been hostile toward me ever since I filed that complaint and wouldn't leave a good review. I have no fireworks or anything plugged in in my unit and for the past week or so have had no light. I have a empry firework box that somebody was throwing away that fits my baseball cards perfectly, so I put my baseball cards init. If I had ever thought ur employees were going to sit and invade my privacy, I would tape the boxup or find a different one. My unit does not have any plug ins in it, and as far as I know, no units have plug ins so I can not understand why u guys keep bringing that up. Well I know why, because ever since I filed that complaint, all this hostility from ur employees is due to retaliation. I havebeen here for over 20 months and had no issues until I filed that first complaint and the higher *** with ur company should be able to recognize that. As of today I am locked out of my unit, have very little time or resources to move everything out so suddenly and inconveniently. How am I supposed to move out by may 7 if I am locked out? Guess having long term renters is bad for ur business. So weird
Sincerely,
**** *****Business Response
Date: 04/30/2025
Extra Space Storage would like to thank Mr. ***** for reaching out. 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 wont be providing further responses unless further information is needed for the Better Business Bureau to evaluate. Thank you.Initial Complaint
Date:04/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23230450
I am rejecting this response because: the 120 charge was made prior to the 30th day and was charged to may account on the 21st. Also, I contacted the local store and they are not willing to assist with the fees. Lastly, it was never explained that the rate would increase every 6 months and I did not see the fine print in the contract. If this was explained, I would not have chosen this company since I am on a fixed income.
Sincerely,
Branarla *******Business Response
Date: 04/22/2025
Extra Space Storage would like to thank Ms. ******* for reaching out. We understand the frustration and hope to clarify. Extra Space does review rates periodically which are based on the current market value for that specific sized unit.
Pursuant to section 4 of the lease agreement that Ms. ******* signed, "Customers Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Owner may change or increase Customers 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 Customers 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 **** first class mail to the address on file. Copies of all mailed notices are kept on file and can be re-printed by the store team, if requested, to show proof of mailing. The rate change notice was mailed on 3/22/25 notifying Ms. ******* that as of 5/1/25,the new rent rate would be $236, not including insurance selection at time of rental or state tax.
We would like to acknowledge that the last payment made to Ms. ******** account was on 3/5/25.
Pursuant to the lease agreement, "If Customer does not pay the Monthly Rental Charge by the 5th day following Customer's Paid Through Date, Customer shall pay a late fee of $20.00 or 20% of the Monthly Rental Charge, whichever is greater. Operator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 5th day following the Paid Through Date.........If at the close of business on the 30th day following the Customers 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."
Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates will not be reviewed based on market changes.
For any rate negotiations we advise Ms. ******* to contact the rental office or customer service at ************************** to be put in contact with a member of the ************** Negotiations may only be made through one of these two options, thank you.
Business Response
Date: 04/24/2025
Extra Space Storage would like to thank Ms. ******* for reaching out.
We would like to acknowledge that the last payment made to Ms. ******** account was on 3/5/25. Rent became due again on 4/1/25. Mr. ******* is correct that the lien was applied on 4/21/25 as per the current state statute. All customers in ******** were sent an updated version of the lease in July of 2023 which altered the late fee structure so that lien fees apply after day 20.
We would like to acknowledge that there is no set time frame for rate increases. They can occur at any time with 30 days notice. This is not in the fine print. It is located in paragraph 4 of the first page of the lease.
Per the lease agreement that Ms. ******* signed, "Customers Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Owner may change or increase Customers 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 Customers 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."
Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates will not be reviewed based on market changes.
For any rate negotiations we advise Ms. ******* to contact the rental office or customer service at ************************** to be put in contact with a member of the ************** Negotiations may only be made through one of these two options, thank you.
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