Complaints

This profile includes complaints for Extra Space Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Extra Space Management, Inc.

  2795 E Cottonwood Pkwy Ste 400 Cottonwood Heights, UT 84121-7033

  
• 

  Extra Space Storage

  1105 Mount Vernon Hwy NE Atlanta, GA 30328-4596

• 

  Extra Space Storage

  2376 Fairburn Rd Douglasville, GA 30135-1443

• 

  Extra Space Storage

  600 Virginia Ave NE Atlanta, GA 30306-5125

• 

  Extra Space Storage

  851 W Esplanade Ave San Jacinto, CA 92582-4543

The 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:11/02/2024

  Type:Service or Repair Issues
  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.

  Since my use with the company I have never been 30days in behind never but it started when I started telling the that I was moving out the unit I had noticed that things was off at that location but I just said to myself I would hurry and get y things out there but one day I got a call from a person that do a different kind of business with them see this man is a mover but also sell second had goods they cool with him and tell him things about the business I believe it's who has what and when there stuff is going up on the auction block but when it goes up I am certain it's made that way so those can loose there things you can call they leave you no way to make arrangements even if it's life and death and they lie about payments because sometimes they speak about months already passed and your not in a way you can walk with the issue they get nasty and disrespectful and find ways to add more on bills that you know you covered no one calls back even if you leave messages or tell them you need to speak with a higher up with an attempt to get you in auction but I believe these people work together what company you know give the clients private information to strangers and what stranger hangs around the business if they don't work there speaking to the same person & has a personal connection that seem off even if you do business why would that person hanging around this location is very strange & seem to have illegal actions being made to have people to loose there property they will be getting investigated because they notate my account so no one will even allow me to make payments until it gets late & there's no options to make on my account but pay them more money if there nothing you can do please let me know so I can sue them they have one week or I am taking them to court to remove the fraud against my account I owe them one month and the late fee this is the ******************************************************************************* I will not be played with again and Ebony will be dealt with

  

  Business Response

  Date: 11/04/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out. We understand the frustration and hope to clarify.
  

  Extra Space is properly following the self-storage statute for the state of CA to sell this unit, including sending notices to Ms. ****** We would like to acknowledge that the last payment made on Ms. ****** unit was on 9/21/24. Rent became due again on 9/25/24 and remains unpaid, therefore fees have accrued per the lease agreement.
  

  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. Partial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance. If at the close of business on the 30th day following the Customers current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee of $120.00 will be assessed and Customer must pay such amount by cash, credit card, or by certified funds. No personal/company checks will be accepted for past-due payments. It is agreed to and understood that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Customer's property. The tender of partial payments, if accepted, shall not serve to waive or avoid the legal effect of prior notices given to Customer. Only full payment on Customer's account prior to the published auction date will stop a scheduled sale of the property."
  

  Phone calls were made to the phone number on file regarding Ms. ****** account being past due. The Notice of Lien Letter was mailed to the address we have on file for Ms. ***** on 11/1/24. As such, Ms. ***** was legally notified of the auction scheduled for her unit. We would like to acknowledge that auctions at Extra Space Storage are held online and are open to public. Once a unit is sold at auction the contents belong to the auction buyer. It is up to the discretion of the auction buyer if the items are to be returned.
  

  Also per the lease, "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 **** 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 ********************** 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 Customers 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 **********************, 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."
  
  For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage and therefore will not be able to stop the sale of the unit. We would advise Ms. ***** to contact the rental office or customer service at ************************** to be put in contact with a member of the ************* to discuss payment options. Ms. ***** may be able to pay less than what is owed in exchange for an immediate vacate. Any Pay to Vacate negotiations must be done directly with the store team or customer service. Thank you.

• Initial Complaint

  Date:10/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22493663
  
  I am rejecting this response because they didn't propose a resolution but asked for more information. 

  Contact details don't match because I've moved to *** 

  Full name on account is ***** Irene ************ The account number is **********. Location was unit #*** at ********************************************************  

  
  Sincerely,
  
  ***** *****

  nd didn't seem to care that I was filing a complaint.September 2024 they charged the card $951.25 which we promptly disputed & got reversed. October 2024 they have now charged $1245.10 which we now dispute. This charge needs to be reversed and there should not be any future charges.

  

  Business Response

  Date: 11/01/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out.  Unfortunately we have not been able to locate a current account which matches the contact details provided in this complaint.Would Ms. ***** please confirm the full name and account number associated with the rental? We also need the exact address of the location where ********** belongings were being stored. Once we are given additional information we will respond accordingly. Thank you.  

  

  Business Response

  Date: 11/06/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out. We understand the frustration and hope to clarify.

  Customers are required to take all items from the property when vacating. Any items left in a space will result in charges continuing to accrue on that account. ******************************************* does not offer furniture disposal services. As such, we have properly followed the terms of the lease agreement.

  We have notified the District Manager of this complaint and they attempted to contact Ms. ***** today to discuss this matter further. The District Manager has stated that she is willing to waive any monies due and arrange for disposal of the items as a one time courtesy, but by California law, Ms. ***** must sign a release authorizing Extra Space to do so.

  We would advise Ms. ***** to return the District Manager's call as soon as possible in order to fully resolve this issue. Thank you

  

  Business Response

  Date: 11/08/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out. We understand the frustration and hope to clarify.
  

  The district team has been attempting to contact Ms. ***** at the phone number and email that are on the account. Those do not match the number and email just provided in the complaint rejection. Thank you for providing updated contact information. We have advised the district team to contact Ms. ***** at the new phone number provided.

  Unfortunately we would not be able to send a release form to any email address besides the one formally noted on the account. Ms. ***** would need to first update her legal contact details with us by signing a Change of Information if she would like legal notices or releases to be sent to a new email address. Legally the notice must be sent to the documented address for the customer.

  The district team will be reaching out to discuss this with Ms. ***** at the new phone number just provided. Thank you

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22493663
  
  I am rejecting this response because I do not have a call or voicemail from the district manager.  Please send district manager name & phone number to contact.  Contact should be made to phone number ************ and any release form may be emailed to ********************************.

  It would be great for them to waive any monies due (which there shouldn't be any) but would also like refund of October charge of $1245.10.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  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 PURCHASED A STORAGE UNIT AT EXTRA SPACE STORAGE ********************************************* G13 YEAR 2019 WHILE ALL MY PAYMENTS W**E CURRENT THEY W**E STEALING FROM MY STORAGE UNIT, I REACHED OUT TO THE DISTRICT MANAG** AND EXPLAINED MY GRANDPARENTS BELONGINGS SENTIMENTAL VALUE THING'S FAMILY AIR LOOMS W**E IN TH**E PRICELESS AND DEAR TO MY HEART, I WAS HOSPITALIZED AND DISCHARGED FROM THE *** TO FIND OUT EV**YTHING IN MY STORAGE UNIT WAS SOLD FOR $3,000 DOLLAR'S 10/09/2024 THE DISTRICT MANAG** TOLD ME AGAIN SHE DIDN'T CARE ABOUT ANY OF MY BELONGINGS, MY LIFE WAS COMPLETELY SHATT**ED ALL MY GRANDPARENTS BELONGINGS SOLD, FAMILY AIR LOOMS SOLD, SENTIMENTAL VALUE THING'S SOLD FOR $3,000 DOLLAR'S MY REINDE** ALONE WAS WORTH $3,000 DOLLAR'S, I WAS RECENTLY DISCHARGED FROM THE ** AND COULDN'T BELIEVE HOW MY GRANDPARENTS BELONGINGS W**E SOLD, WHATEV** YOU DO NEV** NEV** NEV** RENT FROM EXTRA SPACE STORAGE ********************************************* WHILE ALL MY PAYMENTS W**E CURRENT THEY W**E STEALING FROM MY STORAGE UNIT, I PURCHASED A STORAGE UNIT FROM EXTRA SPACE STORAGE ********************************************* G13 YEAR 2019 GOT SEV**AL PHONE CALLS OF THEM TELLING ME COME DOWN TH**E AND FILE A CLAIM ON BELONGINGS BEING STOLEN FROM MY STORAGE UNIT I RECENTLY FELL BEHIND AUGUST 2024 BEEN A CUSTOM** SINCE YEAR ********************************* OV** AND OV** AGAIN SHE DIDN'T CARE ABOUT ANY OF MY BELONGINGS, NEV** RENT EV** RENT FROM EXTRA SPACE STORAGE ********************************************* SINC**ELY ******* ****** G13 MY DESIRED SETTLEMENT IS A REFUND, BUT MY GRANDPARENTS BELONGINGS ARE PRICELESS, FAMILY AIR LOOMS ARE PRICELESS SENTIMENTAL VALUE THING'S ARE PRICELESS NOT MATT** THE AMOUNT MY LIFE IS SHATT**ED BY WHAT HAPPENED TO MY GRANDPARENTS BELONGINGS IM REQUESTING $129,596.14+$10,000+

  

  Business Response

  Date: 10/30/2024

  Extra Space Storage would like to thank Ms. ****** for reaching out. We understand the frustration and hope to clarify.
  

  Extra Space properly followed the self-storage statute for the state of CA to sell this unit, including sending notices to Ms. ******* We would like to acknowledge that the last payment made on Ms. ******** unit was on 7/1/24. This was a partial payment which still left a balance due of $619.20. Rent remained unpaid, therefore fees accrued per the lease agreement and the space progressed through the foreclosure process.

  Pursuant to the lease agreement:

  "If Customer does not pay the Monthly Rental Charge by the 10th day following Customer's Paid Through Date, Customer shall pay a late 
  fee of $10.00 for Monthly Rental Charges $60.00 or less, $15.00 for Monthly Rental Charges between $60.01 and $100.00, or the greater of $20.00 or 15% of Monthly Rental Charges over $100.00. Operator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 10th day following the Paid Through Date. Late Fees will be assessed on or after the 11th day following Customer's current Paid Through Date. Any late fees incurred by Customer are a service charge and not a penalty. Partial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of Operator and if accepted will first be applied to fees and service charges,  then to Monthly Rental Charges, taxes and insurance (if applicable and Customer wants to keep the insurance). If at the close of business on the 30th day following the Customers current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee of $120.00 will be assessed and Customer must pay such past due amounts by cash, credit card, or by certified funds. No personal/company checks will be accepted for past-due payments. It is agreed to and understood that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Customer's property. The tender of partial payments, if accepted, shall not serve to waive or avoid the legal effect of prior notices given to Customer. Only full payment on Customer's account prior to the published auction date will stop a scheduled sale of the property.{
  

  Phone calls were made to the phone number on file regarding Ms. ******** account being past due. The Notice of Lien Letter was mailed to the address we have on file for Ms. ****** on 9/4/24. As such, Ms. ****** was legally notified of the auction scheduled for her unit. Ms. ****** also spoke with the district manager before the sale occurred and was offered an option to vacate in exchange for a much lower payment then her current balance but did accept this offer to avoid the auction.

  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 **** 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 ********************** 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 Customers 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 **********************, it is understood and agreed that the liability of Customer for the rents, charges, costs and expenses provided for in this Agreement shall not be relinquished, diminished or extinguished prior to payment in full. Operator may use a collection agency to secure any remaining balance owed by Customer after the application of sale proceeds, if any. If any property remains unsold after foreclosure and sale, Operator may dispose of said property in any manner considered appropriate by Operator in its sole discretion."

  Once a unit is sold at auction the contents belong to the auction buyer. It is up to the discretion of the auction buyer if the items are to be returned. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore will not refund or compensate Ms. ****** for the loss due to non-payment of rent and fees that were owed. Thank you.

   

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  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 located on ********************************************* is horrible excuse for a storage facility and should be shut down and a class action lawsuit imposed. On October 26, 2024 at 4:40pm I received a call stating that I have 48 hours to vacate the premises with all of my belonging or else it will be thrown into the streets. Not just I, but all the tenants that have internal storage. This was done purposely at this time because they didn't want any of the tenants to show up at the location to make their voice heard nor deal with any attorneys that might attempt thwart their plan. Everyone had to put their plans on hold to stop them from throwing all their belongings away. Now that the time period as passed and everyone who could get their stuff out is furious and feels slighted. What adds as an insult, Extra Space is now saying that they never said that at all and that only need to view the units to make sure the units weren't damaged. Luckily, some of those tenants didn't answer the phone and we have voicemails of them saying otherwise. Some were even told to gain a lawyer as if they were completely in the right. If all parties that dealt with this were able bodied, I would be less irritated with results, but what embolden me to begin the process of a suit was watching the elderly in wheelchairs fighting to get their stuff out of the units. Seeing the disabled struggle and cry due to a corporation's selfishness and greed makes me sick to my stomach and a sight that should never be seen. I abhor this company I plan on seeing to its end. BBB please, I beg of you to assist us with a class action lawsuit. Extra Space Storage should NEVER be able to get away with this. The ONLY resolution is within court. They need to be shown that they're not above the law nor public shaming. At the very least making this a public spectacle would possibly save someone from enduring the same fate. If there is any questions or evidence needed, PLEASE call me!!

  

  Business Response

  Date: 10/30/2024

  Extra Space Storage would like to thank Mr. ****** for reaching out.
  
  We have asked the District Manager to out to Mr. ****** to go over the disaster protocol, any letters which were sent, and what deadlines need to be met for the safety of the building and all contents.. Please allow 3-5 business days for follow up from the district as they are currently dealing with a massive amount of flooding and customer relocations at several stores. We apologize for any frustration this may have caused.

  Mr. ****** is also welcome to reach out to our customer service department at ************************** to be put in contact directly with the District Manager. Thank you.

• Initial Complaint

  Date:10/29/2024

  Type:Order Issues
  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 initial Rental of a Storage Unit Contracted price of $120/monthly Rate increased over 110% to $246 a month at Extra Space Storage. My complaint is that the business is taking advantage of customers in a way that makes it harder for customers to regain ownership of there property. Once a customer's furniture and belongings are in the storage unit, is is costly to remove them, so the business knows that customers have very little recourse if they increase rates tremendously. i have recieved emails and letter about rental fees being due but no email regarding a storage unit increase. i was told that it was mailed to me but didnt recieve that in the mail. I did recieved storage unit due and late fee mail. i call in every month to pay my bill and check the status not once did a represenative tell me that i had a storage increase coming up. i was not giving the opprtunity to even decide weither i wanted to commit to that total price. i am outraged regarding this extreme scam and feel like this should be illegal to raised someone rate in this manner. why charge late fees monthly if i accured a $120 eviction fee on the 30th day. I was also told that they would need notice in advanc. e if i decided to pay the unit and terminate my lease. Well i wasnt giving notice in advance so why should i have to respect the business if the business is scaming there customers. I am ready to write any and every complaint i can to differ poeple from renting from extra space storage and the experience ive had with them.

  

  Business Response

  Date: 10/30/2024

  Extra Space Storage would like to thank Ms. ******* for reaching out. We understand the frustration and hope to clarify. Extra Space does review rates periodically which are based on the current market value for that specific sized unit.

  Pursuant to section 4 of the lease agreement that Ms. ******* signed, "Customers Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Owner may change or increase Customers Monthly Rental Charge, fees and charges, due to changes in market conditions or for any other reason at any time upon 30 days notice to Customer. Owner may send notice to Customers email address or by any other method of notice described in Section 32 below. By continuing to use the Space after a rate change, Customer agrees to the Rental Agreement as changed and that all of its other terms remain in effect."
  

  Proper notice is given of all adjustments. Rate change notices are sent by **** first class mail to the address on file. Copies of all mailed notices are kept on file and can be re-printed by the store team, if requested, to show proof of mailing. The rate change notice was mailed on 7/26/24 notifying Ms. ******* that as of 9/06/24,the new rent rate would be $220, not including insurance selection at time of rental or state tax. Extra space cannot control the speed or reliability of the **** and would advise Ms. ******* to speak directly with her local post office regarding any mail that has proof of being sent but was not delivered.

  Extra Space Storage would like to acknowledge that as a gesture of goodwill, on 9/10/24, the ************* agreed to reduce Ms. ********* rent to $180 monthly as a one time 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. ******* to contact the rental office or customer service at ************************** to be put in contact with a member of the *************. Negotiations may only be made through one of these two options, thank you.

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  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.

  Have a rental unit I have not been able to enter since April 2024. Was determined in July that the door is broke permitting us from opening it. Still not fixed and its now entering November. Have informed management. I emailed main complaint hotline support and no response. Asked for refund from April and no response.

  

  Business Response

  Date: 10/31/2024

  Extra Space Storage would like to thank Ms. ******** for reaching out. We understand the frustration and hope to clarify. 

  Upon review of the account, the district team has been attempting to resolve the access issue with Ms. ******** since the summer. The district manager has left a message with Ms. ******** this week to discuss the issue but Ms. ******** has yet to return the call.

  Extra Space scheduled a vendor to be at the facility to meet Ms. ******** at 9:00 this morning but she did not show up with her keys for the repair to be completed.  This is the second time this has happened where a vendor has been hired but could not complete the repair.

  We apologize for any frustration this issue has caused. We would advise Ms. ******** to return the district managers call as soon as possible. The local team is aware of this complaint and ready and waiting to resolve the issue for Ms. ********* Thank you

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  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 with this facility back in December 2023 in July 2024 my unit was broken into. All of the valuables in my storage were taken leaving my storage with no value yet almost $200 payment. as soon as my storage got broken into It because it wasnt worth the value of the rent I was paying anymore. I filed a police complaint and police report. Extra space storage gave me the phone number and information for where I needed to file a claim for the insurance to get $1000 back that I was paying for monthly. But the number and information they give you is pretty much invalid. The number that I called kept saying that theyre only a call center so they would take my message every single time and tell me that somebody would contact me in 3 to 5 days. But this went on for at least two months. The email they send you valid either. when you try to file a complaint online it puts up all these restrictions and error messages when you try to upload pictures or the police report. It literally makes it impossible for you to file a report online. And it does not let you do it over the phone because of how I said it just leads you to a call center. space storage told me that the criminals came into the facility using a gate code. Because they let these people/criminals rent a storage space without checking ID or anything. And these criminals rented a storage space to get the gate code and canceled the same day after they stole everything from my storage. I believe that extra space storage helped these people or allowed them to break into my storage. They did not keep my stuff safe or do what they were supposed to do. The least that could come from the situation is that I get the money from the insurance that I am owed . Or at least be penalized for something because they did to me unethical .

  

  Business Response

  Date: 10/30/2024

  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.
  

  According to section 21 of the lease signed by Ms. *********************** 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, Operators affiliates and the Facilitys 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,Operators affiliates and the Facilitys owner, if different, in connection with any damage which is or would be covered by any such insurance policy.CUSTOMERS PERSONAL PROPERTY STORED IN THE ********************** 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 ********************** for additional assistance with her claims questions. Ms. ******* can also go the website at ***************** to file and view her claim status.

  Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Ms. ******* is also welcomed to reach out to our customer service department at ************************** to be put in contact with the District Manager if she wishes to discuss this account further. Thank you.