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

  8900 Murray Ave Gilroy, CA 95020-3616

• 

  Extra Space Management, Inc.

  1318 N 1075 W Farmington, UT 84025-2979

  
• 

  Extra Space Management, Inc.

  5572 S Van Winkle Expy Salt Lake City, UT 84117-7324

  
• 

  Extra Space Storage Inc.

  150 Airport Dr Morrisville, NC 27560-9571

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:12/28/2022

  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.

  Dec 27, 2022. Extra Space storage auctioned my father's military belongings and all his household merchandise on our bill due date Dec 27 2022. With no explanation of any kind. Due date is 27th of every month. Store called around Thanksgiving, I was out of town in family emergency, ***** called to remind of bill, I stated I was out of town and if I can pay with Dec 27th payment. She said yes, they call yesterday saying they auctioned all our belongings. My agreement says due date is every 27th of the month. My dad is in hospital with *****, and this happens. We have absolutely nothing now, my rental started July 27th 2022. With a free month.

  

  Business Response

  Date: 12/28/2022

  Extra Space Storage would like to thank ********************** for reaching out. We understand the frustration and hope to clarify. Extra Space properly followed the self-storage statute for the state of
  WA to sell this unit, including sending notices to ***********************Extra Space did not receive payment from ********************** before the auction. We would like to acknowledge that the last
  payment made on ********************** account was on 10/26/22.Pursuant to the lease agreement that ********************** 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." Phone calls were made to the phone number on file. The Notice of Lien Letter was mailed to the address we have on file for ********************** on 12/6/22. As such, ********************** was legally notified of the auction scheduled for her unit. Extra Space gave notice of the auction to **********************. We would like to acknowledge that auctions at Extra
  Space Storage are held online and are open to public.Once a unit is sold at auction the contents belong to the auction buyer. It is up to the discretion of the auction buyer if the items are to be returned. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage and therefore will not refund or compensate ********************** for loss due to non-payment of rent and fees that were owed.
  Thank you.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18649117
  
  I am rejecting this response because: I was overcharged, the business and myself had an agreement. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/29/2022

  Extra Space Storage appreciates ********************** for contacting us. The Notice of Lien Letter was mailed to the address we have on file for ********************* on 12/6/22. As such, ********************** was legally notified of the auction scheduled for her unit. Extra Space gave notice of the auction to *********************. Extra Space properly followed the self-storage statute for the state of WA to sell this unit, including sending notices to *********************. Extra Space did not receive payment from ********************** before the auction. We would like to acknowledge that the last payment made on ********************* account was on 10/26/22. Pursuant to the lease agreement ********************** signed, 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. OPERATOR MAY SELL CUSTOMER'S PERSONAL PROPERTY AFTER FOURTEEN (14) DAYS OF NONPAYMENT IN A COMMERCIALLY REASONABLE MANNER AFTER GIVING CUSTOMER REASONABLE NOTICE, IN ORDER TO SATISFY SUCH LIEN (AS AUTHORIZED BY Revised Code of Washington ******). We would like to acknowledge that auctions at Extra Space Storage are held online and are open to public. Once a unit is sold at auction the contents
  belong to the auction buyer. It is up to the discretion of the auction buyer if the items are to be returned. For the reasons mentioned above Extra Space has followed the policies laid out in our lease
  agreement as well as the state lien laws governing self-storage and therefore will not refund or compensate ********************** for loss due to non-payment of rent and fees that were owed.
  Thank you.

• Initial Complaint

  Date:12/27/2022

  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.

  My problem is when I rented this storage unit initially the manager rushed me through the contract because he wanted to go home. I was not able to read the fine print which states they continually raise the rate of the storage unit, and I always read everything before I sign anything. I started out paying $60/month for this unit-Now Im paying $186/month. The employees and managers of this business are ALWAYS rude and condescending, and even threaten you to pay-or else! I do not appreciate the way Ive been treated as a client at this business and I will NEVER do business with Extra Space Storage ever again. I would also like to state I have another storage unit in *********, ** that I pay $80 more a month than what I pay Extra Space and its 3 times bigger, essentially nulling their excuse that they raise rents to stay competitive. This is one of the WORST businesses I have ever dealt with in my life. I feel lied to, Im sick of being talked down to when Im an adult, and I feel duped as a consumer. This business is utterly underhanded and borderline criminal.

  

  Business Response

  Date: 12/28/2022

  Extra Space Storage would like to thank ************** for reaching out. We understand the frustration and hope to clarify. Rental agreements with Extra Space are strictly month-to-month,
  therefore rates are not guaranteed for any specified amount of time. Extra Space does review rates periodically which are based on the current market value for that specific sized unit. Pursuant to the
  lease agreement that ************** signed "All terms in this Agreement are SUBJECT TO CHANGE upon thirty (30) days written notice to customer, including but not limited to, and without limitation, Monthly Rental Charges, late fees and other charges. Upon receiving notice of Operators pending change(s) to this Agreement, Customer may terminate this Agreement on or before the effective date of such change by giving Operator written notice within ten (10) days of the change taking effect. If Customer does not give such notice of termination, the change shall become effective on the date stated in Operators notice and shall thereafter apply to the occupancy hereunder, whether or not Customer has agreed to the change in writing."Proper notice is given on all adjustments. Rates advertised are subject to change and change daily based on market value,occupancy, and other local/competitor factors. Lease agreements with Extra Space are month to month therefore prices cannot
  be guaranteed for any length of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates would not be reviewed
  based on market changes. Thank you.

• Initial Complaint

  Date:12/26/2022

  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.

  This is a continuation complaint that never seems to end with numerous negligence and mistakes with Extra Space Storage in *******, ******. A short background: due to their negligence of inspecting the roof of my unit, my unit was flooded that caused a lot of mold and damaged. Only my unit was damaged. They then had to move my unit to a storage unit that they chose for me which is a bigger unit. I work overseas. It took almost a year to resolve this because they were so slow to help resolving it. They didnt even try to open my unit to see all the mold until six months later. Meanwhile, mom was getting worse. I have been with the storage company for 17 years at that point and my lease was manageable with very little increase with the old unit. So now that they chose the unit for me, I was forced to sign a new lease. The district manager, ********************** and I discussed because of what happened to me, my storage rent will not increase dramatically and significantly and had credit my account when it did for at least two times (it increases automatically). Unfortunately, it happened again for the third time and ********* went back on her word and said that she does not remember this conversation. They had made a dramatic increase from $84 to $174/month! If it was not for their negligence, I would not be in this situation. Moreover, they chose a bigger unit for me. I did not ask for it! My request is to credit my account for all the over charges and to keep my rental $84 (est) a month with the increase rate I had before when I was with them for 17 years with my old unit. Again, I did not ask for a bigger unit. They just did that for me and if they were not negligent, I would not be in the situation in the first place. Thank you kindly BBB for all your help with this.

  

  Business Response

  Date: 12/28/2022

  Extra Space Storage would like to thank **************** for reaching out. We understand the frustration and hope to clarify. Rental agreements with Extra Space are strictly month-to-month,
  therefore rates are not guaranteed for any specified amount of time. 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 **************** signed, "Customers Rental Terms May ****** 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 on all adjustments. The rate change notice was mailed on 11/15/22 notifying **************** that as of 12/19/22 the new rent rate would be $167.00 (not including any taxes charged by the state). We would like to acknowledge that on 12/22/22 as a gesture of goodwill, a credit of $80.00 was applied on Ms.******* ********************** space as a onetime courtesy. Lease agreements with Extra Space are month to month therefore prices cannot be guaranteed for any length of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates would not be reviewed based on market changes. Due to the rental rate being less than the current market value were unable to reduce the rate any further at this time.Thank you.

  Customer Answer

  Date: 12/28/2022

  I am rejecting this response because:
  ********************* WENT BACK ON HER WORD that I would not get Rapid increases AGAIN, DUE TO EXTRA SPACE NEGLIGENCE IN THE FIRST PLACE, I WOULD NOT BE IN THIS SITUATION AND I WAS GIVEN A BIGGER STORAGE SPACE I DID NOT ASKED FOR. I was pressured to sign a new lease because for several months, I did not sign it since they did not know when they would fix my original unit. I was extremely patient dealing with their continuous mistakes. Until this day, I dont know if its even repaired because they took so long to work on my case, again, they didnt did not do anything for almost 5 months after I told them it was damage; completely unprofessional and negligent, and more black mold had probably formed during that time. 
  
  
  Its very unfortunate extra space storage is taking advantage of peoples vulnerabilities and seeing storage as a cash cow because because of the pandemic and economy of businesses and homes being foreclosed or declaring bankruptcy (no, I am not in this situation).  This is pathetic. Moreover, there has NOT been a credit to my account, another false statement. 
  
  Therefore I have the following request:
  
  1) Continue being credited $80 for every increase period. This must be automatic and I dont have to keep following up with them each and every time. The district manager should monitor this diligently instead of me constantly doing her job. 
  
  2) OR keep the same EXACT rate as my OLD Unit of 17 years in my new unit. Same SLOW rate increase, same amount where I left off. 
  
  3) OR ************ to my own unit if and when its fully repaired at the expense of extra space storage (staff will move my stuff as I am posted overseas) and keep the exact rate I had before all this damage mess. In the meantime, I will continue to pay the $84 rate (est) until its repaired.
  
  
  4) OR discount my unit to the smallest unit size plan rate and the rate of increase will be normal (this will be done with more negotiations and information that I will need before making that decision).
  
  A reminder as well, I have another storage unit at this same storage location and I am paying that increase.
  
  
  IN SUMMARY: I AM NOT SATISFIED WITH THEIR GENERIC SCRIPT RESPONSE. 
  
  Sincerely,
  
  ************************
  

  

  Business Response

  Date: 01/04/2023

  Extra Space Storage appreciates **************** for contacting us. Rental agreements with Extra Space are strictly month-to-month, therefore rates are not guaranteed for any specified amount of time. 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 *************** signed, "Customers Rental Terms May ****** with 30 Days' Notice.Customer acknowledges this Lease is month to month and that Owner *** 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. ******************************************* does require customers to insure their property. The lease requires that tenants insure their belongings in case of circumstances beyond our control. 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, tenants are required to maintain insurance for the full value of items in their unit in case of any damage. We would like to acknowledge Extra Space assisted *************** with providing and paying for a moving company to move her items into a new unit October 2021. We would like to acknowledge that on 10/19/21 as a gesture of goodwill, a credit of one (1) months free rent was applied on Ms. ******* storage space as a onetime courtesy. **************** requested to be moved to another unit, Extra Space also assisted **************** with providing and paying for a moving company to move her items into the new unit. The monthly rent on Ms. ******* unit was reduced on 10/22/21 to $87.00 (not including taxes charged by the state) and the monthly rent on Ms. ******* unit was reduced on 3/24/22 to $87.00 (not including taxes charged by the state). The rental rate of $87.00 being far less than current market value for a comparable unit size. We would like to acknowledge that on 12/22/22 as a gesture of goodwill, a credit of $80.00 was applied on Ms. ******* storage space as a onetime courtesy. Rental agreements with Extra Space are strictly month-to-month, therefore rates are not guaranteed for any specified amount of time. Due to the rental rate being less than the current market value were unable to reduce the rate any further at this time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement therefore will not refund or compensate **************** further. Rental agreements with Extra Space are strictly month-to-month, therefore rates are not guaranteed for any specified amount of time. **************** is also welcomed to reach out to our customer service department at ************************** to discuss other available units that *** work better for Ms. ******* needs. Thank you.

• Initial Complaint

  Date:12/23/2022

  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.

  I mov** in May 25 they raise my rent with in two months never mail** me a letter never email** me they doubl** my rate I have a try to bring it down for five months later they don't bring it down they told me that they mail** me a letter they never mail** me anything they refuse to admit that they just didn't notify me this business constantly robs people from their money they don't notify you of the rate increase literally as soon as you move in you The mananger put me in a dangerous positon ****** tensnt instead of difusing the person spit at my windown and tvreat ** my life because i couldnt move my car because i was tuck in between two cars the manager comes and helps the criminal attacking me !!!! I have it all on camerap

  

  Business Response

  Date: 12/28/2022

  Extra Space Storage would like to thank ****************** for reaching out. We understand the frustration and hope to clarify. Rental agreements with Extra Space are strictly month-to-month,
  therefore rates are not guaranteed for any specified amount of time. 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 ****************** signed, "Customers Rental Terms May ****** 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 on all adjustments. The rate change notice was mailed on 8/23/22 notifying
  ****************** that as of 9/25/22 the new rent rate would be $318.00 (not including any insurance options chosen at time of rental and not including any taxes charged by the state). We would like to acknowledge that on 12/23/22 as a
  gesture of goodwill, the rent rate for ****************** storage space was reduced to $282.00 a month as a onetime courtesy. Lease agreements with Extra Space are month to month therefore prices cannot be guaranteed for any length of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates would not be reviewed based on market changes. Due to the rental rate being less
  than the current market value were unable to reduce the rate any further at this time. Thank you.

• Initial Complaint

  Date:12/23/2022

  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.

  This place offers a classic BAIT and SWITCH. We were happy to rent a parking spot here a few months ago and honestly had a good customer service experience. They did a month to month contract which was $139 + tax (total $169). Though this is month to month, so prices can change, they never stated this was an intro rate with an expected increase or anything like that. Suddenly, we get a postcard in the mail stating the price would increase to $199 (!!!) plus tax ($243 per month), an increase of over 40 percent. I called to ask why and they said "oh that's a normal increase; we have to do this to compete." They were able to request a lower rate from corporate of $177 per month, still a 30% increase. I appreciated that they offered to decrease the rate, but the first question is "well how are you able to easily randomly arbitrarily drop the rate like this?" The answer is that the pricing scheme only exists to get you in the door and then extort you once you're there. Which leads to the second question - what is there to stop them for increasing the rate again and again and again? Nothing, I presume. So, this is a complaint due to their extortionate contract structure featuring arbitrary rate increases (sent out by postcard?? when their employees literally can text or call me at any time). Their pricing scheme is a classic bait and switch approach using foot-in-the-door technique for the initial pricing structure, followed by door-in-the-face technique or requesting a massive increase in the rental price (43%) to make the more modest increase (30%) seem more reasonable.Thankfully, we were just renting a parking space. I cannot imagine what this is like for individuals renting a storage space who would have to choose between massive price increases or moving all of their belongings out within a month.

  

  Business Response

  Date: 12/28/2022

  Extra Space Storage would like to thank ****************** for reaching out. We understand the frustration and hope to clarify. Rental agreements with Extra Space are strictly month-to-month,
  therefore rates are not guaranteed for any specified amount of time. 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 ******* signed, "Customers Rental Terms May ****** 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 on all adjustments. The rate change notice was mailed on 12/20/22 notifying ******* that as of 1/23/23 the new rent rate would be $199.00 (not including any
  taxes charged by the state). We would like to acknowledge that on 12/23/22 as a gesture of goodwill, the rent rate for ******* storage space was reduced to $177.00 a month as a onetime courtesy. Lease agreements with Extra Space are month
  to month therefore prices cannot be guaranteed for any length of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot
  guarantee rates would not be reviewed based on market changes. Due to the rental rate being less than the current market value were unable to reduce the rate any further at this time. Thank you.
  

• Initial Complaint

  Date:12/21/2022

  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 have a storage unit with Extra Space Storage. Yesterday, 12/20/2022 at 1pm I received a call stating there was a break in on the property. The security cameras did not capture anything because they do not have any cameras pointed towards the gate where the suspects entered nor are there cameras pointed near the storage units in the back of the property, where mine is located. I did however file a police report. When I spoke with the store manager, I was told that he asked the property manager for more cameras on the property, however the property manager declined stating that the property does not have any break ins so more cameras are not needed. That was asked last week. I understand Extra Space is not responsible for stolen property, but considering the negligence, what can I do in this case where my property has actually been stolen? I would like to at least be compensated for my stolen property or given a discount. Thank you.

  

  Business Response

  Date: 12/22/2022

  Extra Space Storage would like to thank ******************** 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 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, tenants are required to maintain insurance for the full value of items in their unit in case of any damage. Therefore, Mr. *************;was required by the lease to insure his goods for the full value of his goods, and he should continue to pursue any claims with the insurance company.Per the lease that the tenant signed, "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 customer shall be stored at customer's sole risk". ******************************************* does have cameras on the property; however, video recordings are not monitored.Per the lease agreement "No promises or representations of safety or security have been made to Customer by Operator or Operator's Agents. There shall be no liability to Operator, Operators employees or agents in the event alarm,video system or sprinkler system, or any components thereof, shall fail or malfunction. Video recording devices are not monitored." Extra Space cannot legally provide customers with video footage or check the footage in front of them, however, we do cooperate with the local police department. ******************* should seek any compensation from his insurance company and provide them with any additional documents necessary for his claim. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.

• Initial Complaint

  Date:12/20/2022

  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.

  COMPLAINT # ******** I Found out today on 12/20/2022, that the chairs that where damage along with other items, are Permanently damage and so can not be clean . Extra Space Storage, allowed debris , rock , sand and wet dirt to get on my belongings and even though they did say they would have the chairs clean I Now have lost a dinette set. Extra Space Storage seems ****** care this happen on 10/06, and I have yet to hear from representative other than the Store Manger. I would like to know what ExtraSpace Storage , is going to Do about this. Can Better Business Bureau HELP ? Thank You

  

  Business Response

  Date: 12/28/2022

  Extra Space Storage appreciates **************** for contacting us. We would like to acknowledge **************** has been in contact with the store directly and we would advise **************** to continue to work with the office directly towards a resolution. We would like to acknowledge that on 12/19/22 as a gesture of goodwill, a credit in equal to one (1) months rent was applied to Mr. ******* account as a onetime courtesy. We would advise **************** to continue to work with the office directly towards a resolution, **************** is also welcomed to reach out to the store directly at **************. Thank you.

• Initial Complaint

  Date:12/20/2022

  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.

  I recently fell behind on my payments. I have two storage units and I fell behind a month and was charged extremely high late fees. I have been on time with my payments except for last month. I just ask that the late fees be waived. I ask the young that called me can the late fees be waived and she told me we no longer waive late fees. This no way to treat a long term customer. I am just asking to waive the fees because I fell on hard times and do not want to lose my units.

  

  Business Response

  Date: 12/22/2022

  Extra Space Storage would like to thank ****************** for reaching out. We understand the frustration and hope to clarify. Extra Space does provide a grace ****** of 5-days after the paid through date in which customers can make their payments to avoid any late fees, however, if the account isn't paid before the 6th day a late fee is assessed and applied to the account. According to the lease:"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 past due amounts by cash, credit card, or by certified funds." We would like to acknowledge that as a gesture of goodwill the rental office will waive one of the late fees as a onetime courtesy. Extra Space does offer several options for customers to make their payments in a timely manner via our website, by phone, by mail, the drop box, setting up autopay, or in person by stopping into their local rental office. We advise ****************** to contact the rental office at ************** regarding her payment. Thank you.

• Initial Complaint

  Date:12/16/2022

  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.

  I was told I was only going to pay $150 when I first opened my storage , now that I'm paying I noticed that I'm paying almost $200 for a unit. The employed that helped me never informed me that by the months I will be paying $200 I was never aware of that , Also my unit is full of water and mice p*** and pee and they are charging me almost $600 to pay for a unit that is flood and full of mice , they wont let me take my personal things out which if I do it will be Garbage due to the flooding and mice they have in the storage . I would like to take out the things that aren't damage. Thankyou

  

  Business Response

  Date: 12/16/2022

  Extra Space Storage would like to thank Ms. *************;for reaching out. 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 ************************, as 
  they are the lease holder and primary on the account. We would advise Mr. *********************************** the local rental office at ************** or customer service at ************************** to be 
  put in contact with a member of the District Team. Thank you. 

• Initial Complaint

  Date:12/11/2022

  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 have rented a storage locker at this location for over ******************************************************************************************************************** the storage facility. Well last week I went to my locker after a few months and it was completely empty: everything was stolen! It has been 5 days and Ive yet to have a call from extra space and they have done nothing to help me resolve my issue. I was told they will look at the security footage when they have time. I believe this was an inside job by someone who works/worked there and their lack of effort or concern to my theft helps justify this to me. I had over 300 pairs of shoes stolen. 24 or so storage containers filled with toys and collectibles. A collection of Casio watches.Multiple containers and bags of clothing A slot machine.Multiple art prints and original paintings Audio equipment Books 75 skateboards.The amount of items would have required multiple people; a large truck to take this all and multiple trips on the elevator since my unit was on the 6th floor. This location is in total neglect because there is no way nobody saw this happen. They are also in full neglect because they have left ladders on floors during construction and that made it easy for someone to climb up and to look over to my locker. I even had an employee tell me this: she also said that there was a reported robbery 2 months ago around the same time as mine; on my same floor; yet the neglected to alert me or anyone else on the floor or the authorities. She said she didnt think it was a big deal since the owner didnt really follow up. There was well over

  

  Business Response

  Date: 12/13/2022

  Extra Space Storage would like to thank **************** for reaching out. We understand the frustration and hope to clarify. Extra Space does encourage customers to insure their belongings in
  case of circumstances beyond our control, such as theft.While we are glad that **************** elected to insure their belongings, 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 **************** claim adjustor. Extra Space does not guarantee the safety of our
  facility, or the personal property stored by our customers.Pursuant to the lease agreement signed by ****************, "customer's personal property stored in the space or at the facility is not insured by the operator against loss or damage". Occupant releases Owner and Owners 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 waives any and all right of recovery against Owner and Owners Agents in connection with any damage which is or would be covered by any such insurance policy. Owner and Owners Agents shall not be liable to Occupant for any damage or loss to person, Occupant or property stored in, on or about the Project,arising from any cause whatsoever, including theft. 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. Extra Space does have cameras on the property; however, video recordings are not monitored. We like to acknowledge that the office has been in full contact **************** since he made the report. Unfortunately, Extra Space does not handle insurance claims,approvals /or rejections, nor the compensation for insurance claims. Extra Space does not guarantee the safety of our facility, or the personal property stored by our customers. Any compensation needs to be brought up with the insurance.We would advise **************** to provide any additional documentation to the detective handling the case and to continue working with the insurance company for any compensation.Thank you.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18558599
  
  I am rejecting this response because: This answer was only part of the rental agreement. What this says here is they take no responsibility for anything and I should have never felt that my items were safe. They basically are saying; we just provide an indoor area where your stuff may or may not be next time you come back. we are almost a week into the police investigation and I am completely unhappy with the response and help Ive received from Extra Space. 

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

  

  Business Response

  Date: 12/16/2022

  Extra Space Storage appreciates **************** for reaching out. Extra Space does not handle insurance claims nor the compensation for insurance claims. Pursuant to the lease agreement signed by ****************, "customer's personal property stored in the space or at the facility is not insured by the operator against loss or damage".  Any compensation needs to be brought up with the insurance company and **************** claim adjustor. Extra Space does not guarantee the safety of our facility, or the personal property stored by our customers. Owner and Owners Agents shall not be liable to Occupant for any damage or loss to person, Occupant or property stored in, on or about the Project, arising from any cause whatsoever, including theft. 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. Unfortunately,Extra Space does not handle insurance claims, approvals /or rejections, nor the compensation for insurance claims. Extra Space does not guarantee the safety of our facility, or the personal property stored by our customers. Any compensation needs to be brought up with the insurance. We would advise *************** to continue working with the detective handling the case and to continue working with the insurance company for any compensation. Thank you.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18558599
  
  I am rejecting this response because:

  I am not happy with being robbed and the lack of help I was given. These form responses dont make it right. 

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