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
- 751 total complaints in the last 3 years.
- 87 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/02/2025
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. Scammers
Business 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.
Initial Complaint
Date:02/10/2025
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.
On 2-5-2025 I went to my outdoor parking spot that I store my company utility trailer that houses secured landscaping equipment on the inside. Upon opening the trailer, I observed all of my landscaping equipment missing. I then began to see how the equipment was taken out of mt trailer because the locks on the rear of the trailer were intact. As I observed the side door, I could see where the hasp was cut but the lock was in place. The person or persons that broke into the trailer had stolen (30) Stihl weed eaters, (3) Stihl backpack leaf blowers, (2) Stihl hedge trimmers, (2) large gas cans and a large 50 gal. trash can. I reported the theft to the front office manager, and I was merely brushed off as if my property was not important. I asked the clerk for the contact information the corporate office to file a complaint. The clerk stated that he could not give that information out. So, I proceeded to complete the police report online and seek legal assistance to be filed for negligence on Extra Storage Space part. I pay monthly fees to ensure that my vehicles and company equipment is safe and secure on their property. On 2-10-2025 my car was broken in to and the steering column was broken as though the thieves were attempting to steal my car but failed to do so. I called the front office to have the clerk come out to take his photos of the car and I proceeded to call 311. I was then instructed again file the report online.Business Response
Date: 02/11/2025
Extra Space Storage would
like to thank Mr. ***** 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. If a burglary occurs, 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, Mr. ***** 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 that Mr. ***** signed, "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 Mr. ***** 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.
We have forwarded this feedback regarding Mr. *****' security concerns to the right team for future
development of the property. Thank you.Initial Complaint
Date:02/06/2025
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 signed up for a storage unit in mid-September at a rate of $56/month. To my knowledge (after reviewing all documents), nowhere in the contract I signed does it say that rate is a "promotion" and will DOUBLE in price after 3 months. I never would have signed up with them had I known that. They claim they don't lock you into a yearlong contract so you have flexibility, but it's really just so they can change the rate whenever they want.
I definitely understand that mentality and do get that rates might go up throughout the year. I've rented from other storage units before that have done that. However, I think it's robbery without a gun to expect me to pay double now after 3 months. I'm very frustrated and would appreciate them honoring that amount.Business Response
Date: 02/06/2025
Extra Space Storage would like to
thank Ms. Bullard 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 UT lease agreement signed by Ms. Bullard, "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 $56.00 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $116.00 FOR YOUR STORAGE UNIT."Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to
the address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested. The
rate change notice was mailed on 12/05/24 notifying Ms. Bullard that as of 1/16/25,
the new rent rate would be $112, 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 12/17/24, the District Team agreed to reduce Ms. Bullard's rent to 92.50 as a onetime courtesy to resolve the complaint on this unit. Rental agreements with Extra
Space are strictly month-to-month, therefore, rates are not guaranteed for any
specified amount of time.For the reasons mentioned above Extra Space has
followed the policies laid out in our lease agreement and therefore cannot
guarantee rates will not be reviewed based on market changes. For any rate
negotiations we advise Ms. Bullard 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: 02/06/2025
Complaint: 22907506
I am rejecting this response because: I never received a notice in the mail that my rate would be going up. I also would think they would let me know via email or something that they are raising the rate.
Sincerely,
Kaileigh BullardInitial Complaint
Date:01/31/2025
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.
Hi,
I purchased a storage unit from this company for a promotional rate of $260 (roughly) per month. They did tell me a few months in the rate might be raised based on market value and supply and demand. 4th month in they raised the price $100 or roughly 38%. I was dealing with a death of a parent and didn't get to pay attention to the auto charges on my credit card. Next on the 10th month, less than a year, they raised the price another $120 or another 33% for a total of $220 or 71% in under a year. I am just getting around to checking my personal stuff after dealing with an estate for my Mother so it was on me to not notice this earlier. Having said that, there is no market in which prices go up 70% in under a year. They are even advertising the same unit on their site right now for the same promotional price that I signed up for and then the regular rate is showing as roughly $150 less than I am paying. Along with the money I would like this company investigated for price gauging and unfair business practices by taking advantage of people for simply not catching it.Business Response
Date: 02/03/2025
Extra Space Storage would like to
thank Mr. **** for reaching out. We understand the frustration and hope to
clarify. Extra Space does review rates periodically which are based on the
current market value for that specific sized unit.Pursuant to section 4 of the
lease agreement that Mr. **** signed, "Customer’s Rental Terms May
Change with 30 Days' Notice. Customer acknowledges this Lease is month to month
and that Owner may change or increase Customer’s Monthly Rental Charge, fees
and charges, due to changes in market conditions or for any other reason at any
time upon 30 days’ notice to Customer. Owner may send notice to Customer’s
email address or by any other method of notice described in Section 32 below. By
continuing to use the Space after a rate change, Customer agrees to the Rental
Agreement as changed and that all of its other terms remain in effect."Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to
the address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested. The most recent rate change notice was mailed on 10/18/24 notifying Mr. **** that as of 11/29/24,
the new rent rate would be $459, not including insurance selection at time of
rental or state tax.Extra Space Storage would like to acknowledge that as a
gesture of goodwill, on 1/29/25 the district team agreed to submit a request to reduce Mr. ****'s rate as a one time courtesy. We would advise Mr. **** to follow up with the store team regarding that request.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 1-888-STORAGE to be put in contact with a
member of the District Team. Negotiations may only be made through one of these
two options, thank you.Initial Complaint
Date:01/30/2025
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 told my the local manager that I was able to clear my storage unit by December 18th and was charged what was due at that time. He never mentioned that my unit would be foreclosed on and when I went to pay approximately 20 days later (I knew I would have a late fee), I found out my storage unit was foreclosed on ****.
I record all my phone calls and have proof that this was not told to me and the manager said he didn’t have any record of us even speaking.
My unit has been opened and gone through, which is also not appropriate and a violation of my privacy and rights.
My other storage unit **** Which I no longer have was also broken into, And the manager had to drill unit 205 as well as 209 because an employee had broken into storage unit 205 and stole many sentimental and valuable items. An employee also changed my lock, so my keys wouldn’t work and the manager had to drill them open in order for me to have access to them again. The manager also would not allow me to file a complaint.
They are failing to inform or provide correct information to renters and then taking money and their items out of their storage units.Business Response
Date: 01/31/2025
Extra Space Storage would
like to thank Ms. Tower for reaching out. We understand the frustration and
hope to clarify.Unit ****:
Extra Space properly followed
the self-storage statute for the state of AZ to foreclose on this unit, including
sending notices to Ms. Tower. We would like to acknowledge that the last
payment made on Ms. Tower's unit was on 11/03/24. Rent became due again on
11/24/24 and remained unpaid over 30 days and fees accrued per the lease
agreement.Pursuant to the lease
agreement that Ms. Tower 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 $10.00 or 20% of the Monthly
Rental Charge, whichever is greater. Operator may charge a late fee for each
month Customer fails to pay the Monthly Rental Charge by the 5th day following
the Paid Through Date. Late Fees will be assessed on or after the 6th day
following Customer's current Paid Through Date. Any late fees incurred by
Customer are a service charge and not a penalty......If at the close of
business on the 30th day following the Customer’s current Paid Through Date,
the Monthly Rental Charge or other charges still remain past due, a
pre-foreclosure fee of $120.00 will be assessed and Customer must pay such
amount by cash, credit card, or by certified funds. No personal/company checks
will be accepted for past-due payments. It is agreed to and understood that
partial payments made to cure a default for nonpayment of rent will not delay
or stop foreclosure and sale of Customer's property. The tender of partial
payments, if accepted, shall not serve to waive or avoid the legal effect of
prior notices given to Customer. Only full payment on Customer's account prior
to the published auction date will stop a scheduled sale of the property."Phone calls were made to the
phone number on file, as well as emails sent regarding Ms. Tower's
account being past due. The Notice of Lien Letter was mailed to the
address we have on file for Ms. Tower on 12/31/24. As such, Ms. Tower was legally notified of the
auction scheduled for her unit. Furthermore, the 2nd Notice of Lien was mailed on 1/7/2025 per AZ statute. 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.Unit ****:
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, 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. Tower 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 that Ms. Tower signed, "customer's
personal property stored in the space or at the facility is not insured by the
operator against loss or damage".Furthermore, Ms. Tower signed an Insurance Rejection Form which states:
"Customer
hereby releases Operator, Owner and Operator’s Agents 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, Owner and
Owner’s Agents in connection with any damage which is or would be covered by
any such insurance policy. I have had the risks of choosing not to insure
my stored items explained to me and I elect to use an alternative source of
insurance without proving coverage and I accept all risk by waiving all
liability for the contents of my unit due to damage suffered by way of an
insurable event."
We would advise Ms. Tower to work with their personal insurance carrier and
claims adjustor towards compensation. Thank you.Initial Complaint
Date:01/30/2025
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 and they keep raising the price on the unit. I have not rented anymore space but my monthly bill keeps increasing. I need to know if this is legalBusiness Response
Date: 01/30/2025
Extra Space Storage would like to
thank Mr. Barnes for reaching out. We understand the frustration and hope to
clarify. Extra Space does review rates periodically which are based on the
current market value for that specific sized unit.Pursuant to section 4 of the
lease agreement that Mr. Barnes 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."Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to
the address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested. The most recent rate change notice was mailed on 12/23/24 notifying Mr. Barnes that as of 02/03/25,
the new rent rate would be $493, not including insurance selection at time of
rental or state tax.Extra Space Storage would like to acknowledge that as a
gesture of goodwill, on 1/29/25, the District Team agreed to reduce Mr. Barnes' rent to $465 as a one time courteys to resolve the complaint on this unit. Rental agreements with Extra
Space are strictly month-to-month, therefore, rates are not guaranteed for any
specified amount of time. For the reasons mentioned above Extra Space has
followed the policies laid out in our lease agreement and therefore cannot
guarantee rates will not be reviewed based on market changes.For any rate
negotiations we advise Mr. Barnes 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.Initial Complaint
Date:01/28/2025
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.
Attn: Privacy Dept.
Name: ****** ***** Login Email Address: ********************* Former Storage Unit: B***
Account: #5*********
I opened my storage account with Life Storage, Inc., in 2021 however in 2023, the management and operations of Life Storage, Inc., transferred to Extra Space Storage Inc. It quickly became a financially exploitative situation as the cost of my very small 5X5 storage unit and the required insurance began to rise dramatically without explanation. There was never any communication regarding any upcoming cost increases and I was forced to pay the highest cost for insurance without my consent. However, I was locked into the abuse because I was out the State and unable to retrieve my items. Finally after several years, on January 21, 2025, I permanently moved my items from unit B*** at the Extra Space facilities located at ** ****** *** ***** ********* *** ***** and I personally informed the office of my departure. However, my online account was still open and was requesting for me to pay $98 in February 2025 for an empty storage unit. It appeared that Extra Space Storage, Inc., fully intended on pretending as if I never moved out and continue charging me for an empty unit which was disconcerting. After sending many emails, this information was finally wiped but, my account is still relatively active and open. Therefore, I am submitting a privacy request to permanently delete my data and personal information collected by Extra Space Storage, Inc. Most importantly, I'm requesting the erasure and permanent deletion of my account created at **************** and all associated data and for all attempts to continue the monthly charges to cease.Business Response
Date: 01/29/2025
Extra Space Storage would like to thank Ms. H**** for
reaching out. We understand the frustration and hope to clarify.
Upon review of the account, the rental of the unit was
cancelled in our system on 1/22/25. No charges are due. The rental was closed
out on 1/22/25 with a $0 balance as Ms. H**** had already paid for the month of
January. Ms. H**** is not being charged for February. We can acknowledge that there will be no attempts to
continue monthly charges on this closed account.We have completed
deleting your personal information as you requested. Please allow 5-10 days for
this change to go into effect. Privacy laws require us to
keep a record of processing your deletion request, so we will maintain our
record of your request, but will not use the information for any other
purpose. At this time, we consider this matter closed. Thank youCustomer Answer
Date: 01/30/2025
Complaint: 22871032
I am rejecting this response because: I will wait the 10 days to ensure that my privacy request has been fulfilled.
Sincerely,
****** *****Business Response
Date: 01/31/2025
Extra Space Storage would like to thank Ms. H**** for reaching out. We understand and would ask for Ms. H**** to wait for the time period to end before rejecting further. If any issues remain after that time we are happy to respond and help. At this time there is no other action we can take as our engineers work to scrub the data. Thank youCustomer Answer
Date: 02/12/2025
Complaint: 22871032
I am rejecting this response because:I am rejecting the previous response because my data and personal information has been retained without my consent. In addition, my account is still active when I requested for my account to be closed and deleted.
Sincerely,
****** *****Customer Answer
Date: 02/12/2025
Complaint: 22871032
I am rejecting this response because:I am rejecting the previous response because my data and personal information has been retained without my consent. In addition, my account is still active when I requested for my account to be closed and deleted.
Sincerely,
****** *****Business Response
Date: 02/12/2025
Extra Space Storage would like to thank Ms. H**** for
reaching out.As previously stated, this request is in progress. Extra
Space would also like to acknowledge that Ms. Heath is located in Maine,
and Maine does not have a privacy act that would require us to delete the
information – any deletion is simply done as a courtesy. Our teams will process
this request as soon as they are able.
Our corporate office has also responded to Ms. Heath to let her know that the
account will be deleted. We would direct all follow up communications from Ms.
Heath be directed to [email protected] for updates on this issue.
Extra Space acted within the law in all respects regarding
Ms. Heath 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.Business Response
Date: 02/12/2025
Extra Space Storage would like to thank Ms. H**** for
reaching out.As previously stated, this request is in progress. Extra
Space would also like to acknowledge that Ms. Heath is located in Maine,
and Maine does not have a privacy act that would require us to delete the
information – any deletion is simply done as a courtesy. Our teams will process
this request as soon as they are able.
Our corporate office has also responded to Ms. H**** to let her know that the
account will be deleted. We would direct all follow up communications from Ms.
H**** be directed to [email protected] for updates on this issue.
Extra Space acted within the law in all respects regarding
Ms. Heath 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.Customer Answer
Date: 02/13/2025
Better Business Bureau:"Our teams will process this request as soon as they are able." This is a master class on how to not show customers that they are valued. Extra Space Storage, Inc., had no issue raising rates on small storage units without notice and then quickly collect payment the moment payment information has been entered. Anything that benefits Extra Space Storage, Inc., they move quickly to enrich themselves. Anything that customers need, want, or request is resentfully scoffed at. The fact that a simple deletion of an account is considered a "courtesy" demonstrates Extra Space Storage, Inc., is only willing to do the absolute minimum and they take no pride on expending effort to do even a smidget more. In addition, the evidence shows that I did initially email [email protected] yet Extra Space Storage, Inc., ignored the email. So I had to initiate contact with Extra Space Storage, Inc., again and was given a terse response. Yes, the online account has finally been deleted but only after multiple emails, a Better Business Bureau complaint, and over two weeks. I'm aghast that they are satisfied with how they behaved.
Sincerely,
****** *****Customer Answer
Date: 02/13/2025
Better Business Bureau:"Our teams will process this request as soon as they are able." This is a master class on how to not show customers that they are valued. Extra Space Storage, Inc., had no issue raising rates on small storage units without notice and then quickly collect payment the moment payment information has been entered. Anything that benefits Extra Space Storage, Inc., they move quickly to enrich themselves. Anything that customers need, want, or request is resentfully scoffed at. The fact that a simple deletion of an account is considered a "courtesy" demonstrates Extra Space Storage, Inc., is only willing to do the absolute minimum and they take no pride on expending effort to do even a smidget more. In addition, the evidence shows that I did initially email [email protected] yet Extra Space Storage, Inc., ignored the email. So I had to initiate contact with Extra Space Storage, Inc., again and was given a terse response. Yes, the online account has finally been deleted but only after multiple emails, a Better Business Bureau complaint, and over two weeks. I'm aghast that they are satisfied with how they behaved.
Sincerely,
****** *****Initial Complaint
Date:01/18/2025
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 discovered on 12/6/2024 that our storage unit had obviously become infested with rats. He immediately contacted the Office Mgr, Richelle, to advise what was found. She claimed to have no knowledge of this.
On 12/14/2024 we visited the property together to take a look at the unit and our items. The Office Mgr was not available at this time, so we spoke with the Front Desk personnel available at that time and explained the situation. I asked for guidance on how to handle this situation with them. The person we spoke to advised we would need to file a claim after assessing the damage and go from there. This person also advised us that: there was a rat problem in the building due to a grocery store shutting down near the area; these rats had also moved into other local businesses; Extra Space Storage had even found a dead rat under one of the elevators; Extra Space Storage had EcoLab coming out to try to remediate the issue.
In trying to determine what we could salvage, I asked this company if they could support us by providing a transitional unit for 1 month when I contacted their call center. We were contacted by a Kristine (District Lead) who was not at all helpful or empathetic and even decided to ask me “well what if you had rats in your home?” after I explained how them giving us only 48 hours with a transitional unit was not enough time, especially due to upcoming travel and holidays. I also explained how I have an autoimmune disease and rats carry diseases so my husband would have to work alone to clear the unit, still Kristine was nasty and would not budge.
I immediately contacted the call center again, requesting yet again to speak to someone at the corporate level. They advised a field agent would call. We spoke with a Joy on 12/27 with the district team. She eventually said she’d provide us a transitional unit for 2 weeks but would call us back in a few days (due to the holidays). To date, we are still waiting to hear back and still being charged!Business Response
Date: 01/20/2025
Extra Space Storage would like to thank Ms. Coleman 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. Coleman please confirm the full name and
account number associated with the rental? We also need the exact address of
the location where Ms. Coleman's belongings were being stored. Once we are given
additional information we will respond accordingly. Thank you.Customer Answer
Date: 01/23/2025
Complaint: 22829053
I am rejecting this response because:
the business has requested additional personal information which cannot be shared in this response due to the disclaimer below from the BBB. I provided account #2********* along with my contact info in the complaint. Is the business unable to locate info using the account number or initiate contact via the info I provided?“Please note the text of your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response.”
Sincerely,
Janay ColemanBusiness Response
Date: 01/27/2025
Extra Space Storage would like to thank Ms. Coleman for providing the account number so that we could locate the account.
Unfortunately, we are not able to disclose any account information
with anyone other than the lease holder with our company. Extra Space
Storage is more than willing to discuss any issues with Mr. Rickey Coleman , as they are the lease holder and primary on the
account. We would advise Mr. Coleman to contact the local rental office or customer service at 1-888-STORAGE to be put in contact with a member of the District
Team.Thank you.
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