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
- 748 total complaints in the last 3 years.
- 84 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:05/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I stored expensive furniture (Jonathan Adler, Mod Shop, and more), collectible items, professional Hi-Fi music studio equipment, and lifelong memories, awards, and trophies.
There was a billing issue, which the business notified me about; however, I never received any notice regarding the business’s intention to sell my belongings. The contract we signed explicitly requires that such specific notice be provided, along with a reasonable amount of time before executing such a decision. The contract does not define what constitutes "reasonable time."
Exactly two months after the payment issue arose, the business sold all my belongings at an auction without any warning—no email, no letter, nothing. The only warnings I received pertained to late fees. Besides the extreme devastation of losing lifelong memories, the financial damage far exceeds the amount I received (approximately $9,300). I am requesting fair compensation of $75,000 for the substantial loss of my valuable property. I can provide a detailed list of all the items upon request.
The business has not communicated with me since, despite my numerous attempts, and no regional representative has contacted me despite assurances to resolve the matter. The day I discovered all my possessions had been sold was one of the saddest days of my life. It is unacceptable and illegal for the business to sell everything within just two months without proper notification. This action has caused profound financial and emotional damage from which I am uncertain I will ever recover.
If no amicable solution will be achieved I intend to file charges.
Thank you for your help.
Business Response
Date: 05/20/2025
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 NY to sell this unit, including
sending notices to Mr. *****. We would like to acknowledge that the last
payment made on Ms. *****'s unit was on 1/3/25. Rent became due again on 2/3/25 and remained unpaid, therefore fees accrued per the lease
agreement and the space progressed through the foreclosure process to auction on 4/15/25.Pursuant to the lease
agreement that Ms. ***** signed:"If Customer does not pay
the Monthly Rental Charge by the 5th day following Customer's Paid Through
Date, Customer shall pay a late fee of $20.00 or 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 voicemails left regarding Mr. *****'s
account being past due. The Notice of Lien Letter was mailed Certified to the
address we have on file for Mr. ***** on 3/12/25 and shows as delivered successfully. As such, Mr. ***** was legally notified of the
auction scheduled for his unit. We would like to acknowledge that auctions at
Extra Space Storage are held online and are open to public. Once a unit is
sold at auction the contents belong to the auction buyer. It is up to the
discretion of the auction buyer if the items are to be returned.Also per the lease:
"CUSTOMER
ACKNOWLEDGES AND AGREES THAT CUSTOMER'S PERSONAL PROPERTY STORED AT THE
FACILITY WILL BE SUBJECT TO A CLAIM OF LIEN IN FAVOR OF OPERATOR FROM THE DATE
THE MONTHLY RENTAL CHARGE AND OTHER CHARGES ARE DUE AND UNPAID, AND FOR
EXPENSES REASONABLY INCURRED IN THE SALE OR DISPOSITION OF CUSTOMER'S STORED
PERSONAL PROPERTY. IF CUSTOMER FAILS TO PAY RENT AND OTHER CHARGES FOR A
CONTINUOUS THIRTY (30) DAY PERIOD, OPERATOR MAY SELL CUSTOMER'S PERSONAL
PROPERTY IN A COMMERCIALLY REASONABLE MANNER AFTER GIVING CUSTOMER REASONABLE
NOTICE, IN ORDER TO SATISFY SUCH LIEN. CUSTOMER AGREES THAT ANY SPACE
ADVERTISED AND SOLD USING AN ONLINE AUCTION PROVIDER IS DEEMED TO BE SOLD IN A
COMMERCIALLY REASONABLE MANNER. Operator may enforce Operator's Lien by selling
Customer's stored personal property at public sale, in accordance with the
provisions of applicable law, and apply the net proceeds from such sale to the
payment of all sums due to Operator. This remedy is cumulative with and in
addition to every other remedy given hereunder or hereafter existing at law or
in equity. It is further understood that the date of sale of Customer’s
property pursuant to this section, if applicable, shall constitute the date of
termination of this Agreement. In the event of a foreclosure of Customer's
interest in the Space, it is understood and agreed that the liability of
Customer for the rents, charges, costs and expenses provided for in this
Agreement shall not be relinquished, diminished or extinguished prior to payment
in full. Operator may use a collection agency to secure any remaining balance
owed by Customer after the application of sale proceeds, if any. If any
property remains unsold after foreclosure and sale, Operator may dispose of
said property in any manner considered appropriate by Operator in its sole
discretion."We would again like
to acknowledge that auctions at Extra Space Storage are held online and are
open to the 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 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:05/17/2025
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.
Store Information: 2334 S Semoran Blvd Orlando, FL 32822; Phone: 4079304541
Nature of Complaint: Unauthorized Rate Increases, Misleading Practices, Poor Customer Service
Details of Complaint:
I am requesting reimbursement for the whole contract amounts from July 2024 to May 2025. I was aware that my rate might change in July, but no one informed me that rates would automatically increase after that. When I signed up, I specifically asked about rate increases, mentioning I was used to annual changes at other storage facilities. The in-store representative never disclosed that the rates would increase automatically or frequently.
This lack of transparency is misleading and unacceptable. Communication is not an excuse. Extra Storage sends monthly text reminders about payments but never includes the amount. On the one or two occasions I was late, I received phone calls—so they clearly know how to reach me. I have even received calls from other Extra Storage locations when I considered renting additional units. If the company was truly concerned about the alleged returned certified notice, they could have called, just as they did before.
I spoke with ***** on 5/17, and the conversation was unproductive. He admitted there was a language barrier, showed no urgency, and continuously gave irrelevant responses. I have no faith that he properly submitted my concern. He may have been under the influence, intentionally going in circles to make me angry; or truly incompetent/did not care.
Resolution Requested:
Full amount of contract from July 2024 until now and written assurance that no further increases will occur without my explicit consent. There was no meeting of the minds for the increases, thus no contract was formed. If unresolved, I will file complaints with the FTC, Florida State Attorney’s Office, and consider contacting an attorney regarding a class action lawsuit.Business Response
Date: 05/19/2025
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. The terms of the agreement and rate increase policy are clearly stated in the lease which Ms. ***** agreed to when entering into a business relationship with Extra Space.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."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 3/12/25 notifying Ms. ***** that as of 4/17/25,
the new rent rate would be $112, not including insurance selection at time of
rental or state tax. Customers must keep address information current in
order to receive notices.Extra Space Storage would like to
acknowledge that as a gesture of goodwill, on 5/17/25, the District Team agreed to reduce Ms. *****'s rent to $56 as a one time courtesy. 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.Customer Answer
Date: 05/26/2025
Complaint: ********
I am rejecting this response because:1) The amount refunded is under what I am owed. I am due all monies that I have paid because this agreement is void.
2) Should I continue to work with this company, I still have nothing in writing stating what my monthly amount will be and for the duration. Currently, there is no active contract, which puts me in the same situation. I do not know what I owe monthly, and when it will change.
I originally signed a contract with life storage, which was a company that extra space storage acquired. My original contract did not have terms about rate increases based on the market. I do not accept the refund that they are trying to give me because it does not properly reflect what is owed to me. The company keeps giving out conflicting information as the solutions mentioned in the BBB complaint differ from what *****, the store manager said on the phone.
IN SEVERAL VOICEMAILS which I have, ***** stated that I will be getting the difference from every month that I overpaid from $68.51 (amount I agreed to at signing). For the months of May and April 2025, I was charged an additional $57 and in months prior to that, I was charged $88, when I should have been charged the $68. Per the correspondence here with the BBB, they are offering me something different than what ***** said. (They are only offering me the two payments of $57, without the two $20 payment difference). I DO NOT KNOW WHO TO TRUST AND I WANT ALL MY MONEY BACK.
My bank is seeking all of the money that I paid, as this contract is void. There was never a meeting of the minds and regardless of what I did or did not sign, I detrimentally relied on misleading and fraudulent information from a negligent agent of the company that said the contract amount was fixed. The verbal agreement would supersede the contents of the contract because the agent stated it as fact and misled me into believing those contract terms. I should be allowed to get the entire contract amount as I was lied to, and the merchant has breached the agreement that I originally signed. FUNDAMENTALLY, NO ENFORCEABLE AGREEMENT WAS MADE BECAUSE I WAS LIED TO ABOUT THE TERMS.
I have been trying to contact someone at the corporate level by phone, however, the contact information listed online, reroutes customers to the local store. Likewise, the number that the in store leadership provides (800-STORAGE), also reroutes back to the store. Meaning that customers cannot reach someone at the corporate level and can only speak to the SAME local store manager. As mentioned in a prior complaint, I do not want to speak to the in-store leadership. The gentleman who works there, *****, is incompetent and not helpful.
Ultimately, these solutions are an adequate and not acceptable. I want:
1) All of my money back from July 2024 as there was no enforceable agreement.
2) A new contract with a SET amount and EXACT DATES for services. I am willing to pay $70.00/monthky for a year.
3) Only email me or call to leave a voicemail. Stop sending certified mail as I am not getting the notices.
I will be reporting this to the FTC as well as the state attorneys office as I know that this is happening to other consumers. I never agreed to the terms with extra space storage, and by law they must uphold my original contract that they acquired until that contract is fulfilled. I am entitled to a refund of the entire contract as it was void upon signing because the agent was negligent when clarifying the terms.
Sincerely,
***** *****Business Response
Date: 05/28/2025
Extra Space Storage would like to thank Ms. ***** for reaching out.
As previously stated, the terms of the agreement and rate increase policy are clearly stated in the lease. When Extra Space acquired Life
Storage in July 2023, all customers were sent copies of the new lease agreement.
These terms went into effect after 30 days and are legal and binding. Customers were not required to sign a new lease for all term to go into effect after the the change of ownership. We would like to acknowledge that Ms. ***** rented her space long after this merger on 3/17/24 and only ever entered into a business relationship with Extra Space for this rental unit and signed an ES lease agreeing to the terms.Extra Space Storage would also like to acknowledge that as a gesture of goodwill, on 5/17/25, the District Team agreed to reduce Ms. *****'s rent to $56 as a one time courtesy. On 5/21/25 the district further agreed to 2 customized refunds for $57.40 each on the 04/17/25 & 05/17/25 charges to resolve this complaint.
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 acted within the law in all respects regarding Ms. ***** and will
provide any additional information the Better Business Bureau needs, however,
Extra Space Storage stands by its responses to the Complaint and won’t be
providing further responses unless further information is needed for the Better
Business Bureau to evaluate.Initial Complaint
Date:05/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Customer for over a 1 1/2 years. Management changed recently & the 1325 W Mallard Creek Church Rd, Charlotte, NC 28262 location has been downhill since. April 12th I paid my unit out of auction & requested the assistant manager(who apparently no longer works there) keep their red lock on my unit until I could get back to my unit to put a new lock on; he did. ****** called yesterday & left a voicemail I missed to tell me that my unit was unlocked and that the red lock was on but apparently can only remain on the unit for 7 days. I wasnt informed of that when I initially asked for the red lock to stay on & here, well past the seven days on May 5th they finally remove or tell me anything about lock policies. The next day I called the location requesting the lock be removed as I was on my way with a new lock & ******* told me that they couldn’t remove the existing red lock because of late payment. I told them that that couldn’t be right because I’ve been late on my payment before but not to the point of auction yet there was no red lock placed on my unit because they don’t usually place those locks until the unit is up for auction at 30 days past due. ****** grabbed the phone while I was still explaining, told me to relax, that there was no lock on my unit because she spoke to me the prior Saturday; I had never spoken to her. She told me that she’d go check & briefly hung up the phone. I was on my way to the unit anyway & when I got there 10 min before close ******* said “there go your people” and laughed in a demeaning way, ****** followed with the attitude when I requested a copy of the lock policies(the red lock policy is not in the paperwork) & the name of person who failed to give me information(she said she couldnt provide). Upset, about security of my unit, incorrect info & attitudes, I called police to request security footage. ****** said I had her effed up, called me a child, threatened me & called police to remove me from property because she had another job.Business Response
Date: 05/07/2025
Extra Space Storage
would like to thank Ms. ***** for reaching out. We have notified the District Manager who will attempt to contact Ms. ***** to discuss this matter further. Ms. ***** is also welcome to reach out to our customer
service department at 1-888-STORAGE to be put in contact directly with the
District Manager. Thank youInitial Complaint
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a storage unit from the location on 1036 pershall road St. Louis, mo back in June of 2024 because me and my family moved back to Mississippi. However, sometime in September and/or October there was a smash and grab that occurred on the property.. note the only storage units that were hit were those of people who paid online and not in person. Basically ******** the manager during the incident was fired for not following store process. In so many words they don’t want to take accountability that it was an inside job!! However, this supposed break in happened in October.. Extra space did not notify the police until November because a customer made the initial report in October. I was not notified about my storage being broken into until February 28 2025 and that was because the lock that was on there was from the facility and my storage was accidentally overlooked. I literally had everything for my and my family coming from a 2 story 4 bedroom home with two dens. I have not heard anything from anyone. I have called and called at this point I will be filing a lawsuit for negligence due to NO SECURITY CAMERAS on the property and breach on contract on their behalf. We pitched the highest amount of insurance and a lot of the stuff we lost is irreplaceable!! And the crazy thing is I am still paying rent on the storage because I have to make arrangements to move everything to our location in Mississippi!!Business Response
Date: 05/05/2025
Extra Space Storage would
like to thank Ms. ******** for reaching out. We understand the frustration and
hope to clarify.Extra Space does require customers to insure their
property. The lease requires that tenants insure their belongings in case of
circumstances beyond our control. Extra Space is not responsible for the theft of Ms. ******** items. There is no reason to believe any Extra Space staff members entered Ms. ********s storage space and stole her items.According to the lease signed by Ms. ********: "Customer shall
maintain comprehensive insurance coverage of at least 100% of the actual cash
value of all personal property stored in the Space against damage by water,
fire, extended coverage perils, vandalism and burglary. To the extent Customer does
not maintain insurance for the full value of the personal property stored, or
fails to maintain insurance at all, Customer bears all risk of loss or
damage. Customer hereby releases Operator, Operator's Agents, Operator’s
affiliates and the Facility’s owner, if different, from any and all claims for
damage or loss to personal property that are caused by or result from perils
that are, or would be, covered under the required insurance policy and hereby
waives any and all rights of recovery against Operator, Operator's Agents,
Operator’s affiliates and the Facility’s owner, if different, in connection
with any damage which is or would be covered by any such insurance policy.
CUSTOMER’S PERSONAL PROPERTY STORED IN THE SPACE OR AT THE FACILITY IS NOT
INSURED BY OPERATOR AGAINST LOSS OR DAMAGE."As such, tenants are required
to maintain insurance for the full value of items in their unit in case of any
damage. While we are glad that Ms. ******** elected to insure their items, Extra
Space does not handle insurance claims nor the compensation for insurance
claims. Any compensation needs to be brought up with the insurance company and
their claims adjustor.We would advise Ms. ******** to continue
working with her claims adjustor towards compensation. Additionally, Ms. ******** can email [email protected] for additional assistance with her claim’s
questions. Ms. ******** can also go the website at www.cppclaims.com to file and view her claim.Unfortunately, Extra Space does not handle insurance claims nor the
compensation for insurance claims or damages. Thank you.Initial Complaint
Date:05/01/2025
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.
My husband is military and is serving over seas we rented a extra space unit at the price of 68.00 and we were told we didn’t have to worry about a rate change from the manager because my husband was going to be gone an extended period of time and since he has been gone they are trying to raise the price again for the 4th time. One of the times we got a manager who fixed it and apologized saying since it was the smallest size unit it wouldn’t happen again but it’s happening again. I’m disabled I do not drive and my husband is still in assignment overseas…. Legally the price should have never been raised at all can I please get something done this is extortion and I think against the lawBusiness Response
Date: 05/01/2025
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. Military personnel are protected from foreclosure and auction proceedings when units become past due but are not protected from rate increases per the Servicemembers Civil Relief Act (SCRA). All customers are subject to increases per the terms of the lease.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
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. "We would also like to acknowledge that the lease states employees can not make promises to terms other than what is explicitly stated in the lease. The agreement states: "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."
Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to the
address on file. The most recent rate
change notice was mailed on 4/1/25 notifying Mr. ********* that as of 5/08/25,
the new rent rate would be $170.Extra Space Storage would like to
acknowledge that as a gesture of goodwill, on 4/11/25, the District Team agreed to reduce Mr. ********* rent increase to $115. Furthermore, the staff has negotiated and lowered every rate increase that has applied to this unit in the past few years. The staff has repeatedly explained to Ms. ********* that they will try to lower the rate when they can but that the unit will still be eligible for future increases, as the SCRA does not block rate increases for service members.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 or customer service at ************* to be
put in contact with a member of the District Team. Negotiations may only be
made through one of these two options, thank you.Initial Complaint
Date:04/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was at the Extra Space Storage picking up items and we were looking through the items and the white manager came over to me talking to me very rudely. I felt discriminated against because I walked away. Her name is ******* and she kept following me taking to me crazy, so a person who was helping me, they got into it but she was very unprofessional and no one should be treated like she treated me.Business Response
Date: 04/28/2025
Extra Space Storage
would like to thank Ms. ****** for reaching out. We do apologize that
Ms. ****** was not happy with her most recent experience and we've forwarded
this feedback to the right team for future development of the staff.We have notified the District Manager who will attempt to contact Ms. ****** to discuss this matter further
regarding her interaction with the on site employee. Please allow 305 business days for investigation and follow up.Ms. ****** is also welcome to reach out to our customer
service department at 1-888-STORAGE to be put in contact directly with the
District Manager. Thank youInitial Complaint
Date: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.
I rented a storage locker from Extra Space Storage on December 19, 2024. I was provided with two types of rates - Standard and Internet. The monthly Standard rate was $172 per month. The internet rate was $89 per month. I was told that the standard rate was best for long-term renters because there would not be an increase until the end of the first year and that the increase would be smaller than those experienced by Internet Rate customers. I chose the Standard rate and paid $83 more per month than Internet rate customers. On March 16, 2025 - less than three months after signing paperwork to rent my locker - I received notice of a rate increase. The notice said my rate was going up to $252 per month. When I spoke with ***** ********* who originally rented the space to me, she said that I should not have received an increase so quickly. She discussed the issue with her manager, who provided me with a single $80 credit for the next month. When I went back to *****, she said that 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. ***** ******** *** ********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.Customer Answer
Date: 04/30/2025
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).
Sincerely,
***** ********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:04/02/2025
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.
Unfair business practices and price gauging. Once you sign a contract after 3 months since they "got you" and most likely people can take items from storage right away, they double the charges. I have 4 units in Bartlett IL with them and my rent went up from $142 a month for all 4 to $256. Ridiculous. I will be looking to get ouy asap. ScammersBusiness Response
Date: 04/02/2025
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 in all of the lease
agreements 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."The lease also has this language at the end of section 4 in each lease:
Unit 2255: "AS
PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL
DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $32 AS COMPARED TO THE SUGGESTED RENTAL
RATE OF $62 FOR YOUR STORAGE UNIT."Unit 2208: "AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $29 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $62 FOR YOUR STORAGE UNIT."
Unit 1074: "AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $23 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $46 FOR YOUR STORAGE UNIT."
Unit 2006: "AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $14 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $29 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 for unit 2255 was mailed on 3/22/25 notifying Ms. ****** that as of 4/27/25,
the new rent rate for unit 2255 would be $70, not including insurance selection at time of
rental or state tax.
The rate change notice for unit 2208 was mailed on 3/09/25 notifying Ms. ****** that as of 4/14/25, the new rent rate for unit 2208 would be $63, not including insurance selection at time of rental or state tax.The rate change notice for unit 1074 was mailed on 1/08/25 notifying Ms. ****** that as of 2/19/25, the new rent rate for unit 1074 would be $50, not including insurance selection at time of rental or state tax.
The rate change notice for unit 2006 was mailed on 11/28/24 notifying Ms. ****** that as of 1/09/25, the new rent rate for unit 2006 would be $29, not including insurance selection at time of rental or state tax.
Rental agreements with Extra Space are
strictly month-to-month, therefore, rates are not guaranteed for any specified
amount of time. For the reasons mentioned above Extra Space has followed the
policies laid out in our lease agreement and therefore cannot guarantee rates
will not be reviewed based on market changes. For any rate negotiations we advise Ms. ****** to contact the rental office or customer service at 1-888-STORAGE to be
put in contact with a member of the District Team. Negotiations may only be
made through one of these two options, thank you.Customer Answer
Date: 04/03/2025
Complaint: ********
I am rejecting this response because:this way you can keep increasing rates endlessly because "you can" as your representative said when I called. This is price gauging and unfair business practice. I will be warning on all possible websites about your company, there are already videos on youtube warning people. I had rebtal at Storage Mart for a year previously and they are great company unlike you scammers and regret not going with them again.
Sincerely,
********* ******Initial Complaint
Date:03/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my deep concern and frustration regarding the status of my personal belongings, which I entrusted to your facility in good faith. Since 2021, I have consistently paid for storage services with Extra Space Storage while living abroad, with the understanding that my property—representing years of memories, personal value, and irreplaceable items—would be safely maintained in your care.
Recently, I arranged for the delivery of my stored items. However, not only were my belongings delivered incomplete, but my repeated attempts to get clarification and resolution have gone unanswered. I have left multiple messages, yet no one has returned my calls. This lack of communication is unacceptable and unprofessional.
To make matters worse, the current manager I’ve spoken with has displayed a concerning lack of initiative or ability to locate the remainder of my property. This is not only troubling but completely undermines the trust I placed in your company to safeguard my life’s possessions.
I am requesting an immediate and thorough investigation into the whereabouts of my missing belongings. I expect full transparency, timely communication, and a clear plan of action to resolve this matter. Please advise me on the next steps to move forward, and provide the direct contact of someone who can take accountability for this situation.
Thank you for your urgent attention to this matter. I hope to resolve this swiftly and professionally.
I have paid at least 20K for my things to be protected and stored.Business Response
Date: 03/31/2025
Extra Space Storage would
like to thank Ms. ********** for reaching out. We understand the frustration and
hope to clarify.Extra Space did not coordinate the delivery of Ms. **********'s items and would advise Ms. ********** to discuss the issue of items lost during delivery with her moving company. Extra Space is not affiliated with any moving companies and cannot be held responsible for any losses which occur through a 3rd party moving company hired by a customer.
Extra Space does require customers to insure their
property. The lease requires that tenants insure their belongings in case of circumstances
beyond our control. If a burglary occurs while items are stored in aunit, It is the responsibility of the
customer to contact the police department and file a police report, as well as
their insurance company to file a claim.According to the lease: "Customer
shall maintain comprehensive insurance coverage of at least 100% of the actual
cash value of all personal property stored in the Space against damage by
water, fire, extended coverage perils, vandalism and burglary. To the
extent Customer does not maintain insurance for the full value of the personal
property stored, or fails to maintain insurance at all, Customer bears all risk
of loss or damage."As such, Ms. ********** was
required to maintain insurance for the full value of items in their unit in
case of any damage and has accepted all risk of loss or damage. Extra
Space does not handle insurance claims nor the compensation for insurance claims.
Any compensation needs to be brought up with the insurance company and their
claims adjustor. Extra Space does not guarantee the safety of our facility, or
the personal property stored by our customers.Pursuant to the lease
agreement, "customer's
personal property stored in the space or at the facility is not insured by the
operator against loss or damage".
The lease also states "Operator is not a warehouseman engaged in
the business of storing goods for hire, and no bailment is created by this
agreement. Operator exercises neither care, custody, nor control over
customer's stored property and all property stored within the space or at the
facility by the customer shall be stored at the customer's sole risk."
We would advise Ms. ********** to work with their personal insurance carrier and
claims adjustor towards compensation. Unfortunately, Extra Space does not
handle insurance claims nor the compensation for insurance claims or damages.
Thank you.Customer Answer
Date: 03/31/2025
Complaint: ********
I am rejecting this response because:My belongings were stored in the same storage unit space since 2021. In 2025, I discovered that my belongings were no longer in the unit. I had multiple storage units at the facility, and it appears that there was a serious error resulting in the loss of all my personal items and life belongings. The company has not taken responsibility and is instead attempting to shift the blame onto me, despite the fact that I consistently paid for the unit and had no indication that anything was wrong until the items were already gone.
Sincerely,
****** **********Business Response
Date: 03/31/2025
Extra Space Storage would like to thank Ms. ********** for reaching out.
We would like to clarify that the blame is not being shifted to Ms. **********. We have only provided details on how Ms. ********** can move forward with her request for reimbursement. We would first advise Ms. ********** to discuss the issue of items lost during delivery with her moving company. Extra Space is not affiliated with any moving companies and cannot be held responsible for any losses which occur through a 3rd party moving company hired by a customer.
If Ms. ********** has already spoken with the moving company and is certain the items wree removed before they arrived at the unit, Ms. ********** must contact the police department and file a police report, as well as their insurance company to file a claim.
According to the lease: "Customer shall maintain comprehensive insurance coverage of at least 100% of the actual cash value of all personal property stored in the Space against damage by water, fire, extended coverage perils, vandalism and burglary. To the extent Customer does not maintain insurance for the full value of the personal property stored, or fails to maintain insurance at all, Customer bears all risk of loss or damage."
As such, Ms. ********** was required to maintain insurance for the full value of items in their unit in case of any damage and has accepted all risk of loss or damage. Extra Space does not handle insurance claims nor the compensation for insurance claims. Any compensation needs to be brought up with the insurance company and their claims adjustor. Extra Space does not guarantee the safety of our facility, or the personal property stored by our customers.
Pursuant to the lease agreement, "customer's personal property stored in the space or at the facility is not insured by the operator against loss or damage".
The lease also states "Operator is not a warehouseman engaged in the business of storing goods for hire, and no bailment is created by this agreement. Operator exercises neither care, custody, nor control over customer's stored property and all property stored within the space or at the facility by the customer shall be stored at the customer's sole risk."
We would advise Ms. ********** to work with their personal insurance carrier and claims adjustor towards compensation. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.Customer Answer
Date: 04/01/2025
Complaint: ********
I am rejecting this response because: the items were lost before the moving company could pick them up.The items are lost in the storage business, I was told by the District Manager that this happens at least 3 times a week and is common. My belongings were stolen by someone who works within the storage company. I filed a police report as well. It was NOT the moving company, as they never saw the belongings.
Sincerely,
****** **********Initial Complaint
Date:03/21/2025
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.
Extra Space Storage uses a bait and switch scam to get your business. The employees will tell you that your promotional rate upon move-in is 59.00 and I was told my rate would not increase for 1 year that I was locked in. Within 5 months my rate has been increased 2 times and now the unit is 95.00 per month. They refuse to adjust the rate back. There is no phone number to contact corporate offices and every number has the same recording. I cancelled my insurance through the business for 11.00 per month on 2 units yesterday for a total of 22.00 PRIOR to paying the increased rent and I have homeowners insurance that covers my unit and told the manager that. Both of extra space locations told me I will be charge for it for the month in advance that I'm paying for even though I do not need it. I don't see how I can be forced to carry insurance with them when I have my homeowners at the time I'm paying a month in advance. They told me that there was no way out of it that's why I have to pay. They are dishonest,have no transparency and I don't believe it is legal to force me to pay for insurance coverage that I do not need.Business Response
Date: 03/21/2025
Extra Space Storage would like to
thank Ms. ****** for reaching out. We understand the frustration and hope to
clarify.Regarding the removal of insurance charges, insurance can be cancelled at any time but the cancellation change to the account will take effect on the customer's paid through date, effective for the following billing period.
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."The lease also includes this statement in section 4:
Unit A017: . AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $35 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $80 FOR YOUR STORAGE UNIT.
Unit 1406: AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $51 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $124 FOR YOUR STORAGE UNIT.
Proper notice is given of all adjustments. Rate change notices are sent by USPS first class mail to the 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 for unit A017 was mailed on 2/10/25 notifying Ms. ****** that as of 3/18/25,
the new rent rate would be $70, 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 2/19/25, the District Team agreed to reduce Ms. ******'s rent to $64 as a one time courtesy.The rate change notice for unit 1406 was mailed on 11/9/24 notifying Ms. ****** that as of 12/21/24, the new rent rate would be $102, not including insurance selection at time of rental or state tax. Extra Space Storage would like to acknowledge that as a gesture of goodwill, on 12/27/24, the District Team agreed to reduce Ms. ******'s rent to $84.15 as a one time courtesy.
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.
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