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
- 749 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:12/02/2022
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.
Vacated storage unit in March 2022. Company was contacted repeatedly about continuing charges to my credit card. They are still charging my card.
Business Response
Date: 12/05/2022
Extra Space Storage would like to thank ************** for reaching out. Would ************** please confirm the full name and account number associated with the rental? We also need the
exact address of the location where ************** belongings are being stored. Once we are given additional information we will respond accordingly.Thank you.Customer Answer
Date: 12/08/2022
Storage unit is #***J at ************************. Unit rental name ******************** Unit has been vacant since March 2022. Extra Space was notified numerous times that the Unit was empty. They have continued to charge my card, with zero explanation. Sincerely,
************************Business Response
Date: 12/09/2022
Extra Space Storage would like to thank ************** 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 ******************* to contact 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:11/28/2022
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 the 23rd of November my storage unit was up for auction. I was informed that it would be online. My personal items were sold to a stranger including social security cards and degrees and negatives. I need these things back. And also I feel like this was a set up between the employees. I feel like they were plotting something different then what we discussed.Business Response
Date: 11/30/2022
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 CA to sell this unit, including sending notices to ************. Extra Space did not receive payment from ************ before the auction. We would like to acknowledge; ************ as offered a Pay to Vacate prior to the auction takin place. Extra Space follows all state lien laws governing self-storage when accounts are placed in auction including the sale of auctioned units. We would like to acknowledge that the Store Manager did speak with ************ in the office and as a courtesy contacted the auction buyer as well as provided the auction buyer Mr. ***** contact information, however we were unable to retrieve any personal items. Per the Lease agreement ************ signed, ******** agrees that the ********************** is not appropriate for the storage of jewels, furs, heirlooms, art works, collectibles or other irreplaceable items having special sentimental or emotional value to Customer and Customer agrees not to store said items. Customer hereby waives any claim for sentimental or emotional value for Customer's property that is stored in the ********************** or at the Facility. The auctions at Extra Space Storage are open to the public, however once the unit is sold at auction the contents belong to the auction buyer. It is the responsibility of the auction buyer and up to the discretion of the auction buyer to determine what items are to be returned.Extra Space does not have possession of these items. As such, Extra Space is unable to return the items requested. 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:11/28/2022
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.
To whom it may concern;Customer Info ***************************** ******************************************************************************* ************** Company Info Extra Space Storage ****************************************************** (713) 636-5307 11/28/2022 To whom it may concern;I was a loyal customer with the company for years, I decided to stay with the company after a major natural disaster hit, Hurricane ******. Most of my belongs had flooded out. I was paid for the damages of my belongs after hurricane ******. Since then I didn't have any issues with the Company till now. My Storage was vandalized on New Years Eve of 2021 . The Manager gave me issues trying to resolve this matter. I had yet to file a claim on my items that was stolen. I just received another call within that week about my storage being vandalized again. My was broken in twice with the same manager on the property. She showed us video footage and said she could only gave it to the police. We called the police so they can have this incident. We were told by another worker that she only reported one break in into our storage. She never wrote the second one up. One of the workers told us that she no longer works at the Property. We still have yet to file a Claim against our lost Property from the second Break In. The company is not returning our calls in regards to filing a claim on our stolen property. They keep giving us the run around and I am now ready to take this matter to Court.The Manager that was Fired also made a statement to us discussing the matters of the Break Ins. She stated this incident wouldn't be the last one. She showed no sympathy or compassion in regards to our property being stolen. I don't know if this was and inside job by the way she was talking. Me and my family deserves and apology from the Staff. I had since moved my property from that Business. I want to finish setting this matter regarding my losses so I can move on. Since the company didn't respond. I had no other choice but to reach out to the BBB to make a complaint regarding this issues. If you have any questions you can give me a call at the following number I type above. Thank You, *****************************Business Response
Date: 11/28/2022
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 ****************** 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 ****************** 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 ************************* engaged in 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". 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. 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. "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. Operators Agents are not authorized or permitted to make any warranties about the Space or the Facility. Operators Agents ORAL STATEMENTS DO NOT CONSTITUTE WARRANTIES and shall not be relied upon by Customer. The entire agreement and understanding of the parties hereto are embodied in this writing and NO OTHER WARRANTIES are given. Any compensation needs to be brought up with the insurance. Extra Space does not handle insurance claims nor the compensation for insurance claims. Thank you.Business Response
Date: 11/28/2022
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 **************** 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 **************** 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 ************************* engaged in 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". 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. 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." 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. Operators Agents are not authorized or permitted to make any warranties about the Space or the Facility. Operators Agents ORAL STATEMENTS DO NOT CONSTITUTE WARRANTIES and shall not be relied upon by Customer. The entire agreement and understanding of the parties hereto are embodied in this writing and NO OTHER WARRANTIES are given. Any compensation needs to be brought up with the insurance. Extra Space does not handle insurance claims nor the compensation for insurance claims. Thank you.Initial Complaint
Date:11/28/2022
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 have been renting a unit at extraspace storage in ******** for 3 years. They kept raising their rent on a regular basis without notifying me by email or mail. I tried to contact them repeatedly by email and social media and they simply ignore my messages. I cannot even schedule a move out date and I live overseas now. Please, help! They claim they charg me "market rate" yet their website shows different rates.Business Response
Date: 11/30/2022
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. The rate change notice was mailed on 7/5/22 notifying ********************** that as of 8/7/22 the new rent rate would be $455.00. We would like to acknowledge that on 8/7/22 as a gesture of goodwill, a onetime courtesy credit of $80.00 was placed on *********************** account. 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 we are unable to reduce the rate any further at this time. Thank you.Initial Complaint
Date:11/27/2022
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.
I stopped at the facility to put something in my storage locker. I pulled my car inside. When I tried to leave, the garage door would not open. There was a sticker on the door for the company servicing it that promised 24/7 coverage but when I called it, I got a recording saying that they were closed and giving their normal business hours. I called Extra Space Storage customer service. I went through at least three voice menus to get to a recording promisig to put me through to my local representative. The phone rang a number of times and then I got a recording saying that I have called when the office is not open and I could leave a message which they will return during normal business hours. I realize that this is a Sunday afternoon, but my car is stuck and I need it to go to work in the morning. There does not seem to be any way to contact an actual human being.Business Response
Date: 11/28/2022
Space Storage would like to thank ************** for reaching out. We understand the frustration and hope to clarify. Although ************** was unable to open the garage door, ************** was able to exit and access the unit through the pedestrian door. The garage door has since been repaired. We would like to acknowledge,************** has been in contact with the office today and directly discussing a resolution. Thank you.Customer Answer
Date: 11/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The manager gave me a discount which iI believe is a fair resolution. The local representative at the facility was polite.
Sincerely,
*******************Initial Complaint
Date:11/23/2022
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.
Ive had this storage space for 5 months and Im completely upset, disappointed, taken advantage, and violated! After 5 months Ive had field rats in my unit thats dropped several rat droppings and bit marks that Ive reported to the office and no luck. *** also had a break in my unit and had my things stolen from a picked lock or entry from the lock the office kept a key of that I purchased from them. The insurance is not willing to help, because they isnt forced entry proof, but this had to be done by a employee there or a inside job! The lock was still on, but when I lifted my until, I was completely stocked to see my unit was nearly empty. They stole my dining table, totes of clothes and shoes, took important personal paperwork, electronics, nearly everything. I filed a police report and noticed the office but I feel completely helpless. Im taking this matter up with the BBB and I will have this investigated. I would never recommend this place. You cant even trust a place that you pay to have your things kept safe. The Extra Space Storage is located on *****************************************************************Business Response
Date: 11/28/2022
Extra Space Storage would like to thank **************** for reaching out. We understand the frustration and hope to clarify. Extra Space is not responsible for the theft of ****************** items. There is no reason to believe any Extra Space staff members entered ****************** storage space and stole her items. Extra Space does not have a key to the unit and there were no signs of forced entry or tampering with the unit. We would like to acknowledge that **************** was informed on multiple occasions that her unit was not locked properly and was asked to secure it. While we are glad that **************** elected to insure her 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 her 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 **************** signed "customer's personal property stored in the space or at the facility is not insured by the operator against loss or damage. Operator is not a warehouseman engaged in 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 not guarantee the safety of our facility, or the personal property stored by our customers. The facility does have cameras on the property; however, video recordings are not monitored. Extra Space does cooperate with the local police departments. 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, 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 insurance company for any compensation. Thank you.Initial Complaint
Date:11/14/2022
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.
a dispute on the amount owed I was paid up 9/5/22 i have the receipts I owed ****** I went to move out of the storage went to pay the bill they said i owed ****** that I do not owe. They have my stuff up for auction on 11/22/22 I've tried to get them to fix the mistake and they wont. its there fault they made the mistake saying i owed more then I do.I owe them ****** thats all. since 9/6/22 they just keep adding to the mistakeBusiness Response
Date: 11/14/2022
Extra Space Storage would like to thank ******************** for reaching out. We understand the frustration and hope to clarify. We would like to acknowledge that the last payment made on ******************** account was on 8/25/22. Pursuant to the lease agreement that ******************** signed, "If Customer does not pay the Monthly Rental Charge by the 10th day following Customer's Paid Through Date, Customer shall pay a late fee of $20.00 or 15% 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 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 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. The Notice of Lien Letter was mailed to the address we have on file for ******************** on 10/13/22. As such, ******************* 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. 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. We would also like to acknowledge, the store has been working towards a resolution with ********************, a Pay to Vacate was offered to ********************. ******************** declined the offer. Thank you.Initial Complaint
Date:11/13/2022
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.
Very upset about losing business. I havent had access to my equipment therefore Im also having to deal with upset customers. I have gotten 3 e-mails every one of them is to continue with this restricted hrs . . Had I known this was gonna take this long from the beginning I would had move out for at least this month . I wouldnt be surprised if I get another notice on the 16th which is supposedly the last day for restrictions.Business Response
Date: 11/14/2022
Extra Space Storage would like to thank ************* for reaching out. We understand the frustration and hope to clarify.Repair work is taking place on the property, access is during office hours M-F 9:30-6:00 PM and Saturdays 9:00 AM 5:30 PM. ************** can call our office at ************** or our customer service department at **************************, if he has any questions while repair work is taking place at the property. Thank youInitial Complaint
Date:11/11/2022
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.
The company was bought out and stopped my automatic payments and sold my storage unit after 2 months of discrepancies. Very nice for them to buy a new company and then stop all payments so they could then steal their new customer's things. (Company said they reached out to me, but I was emailed once about the payments being due and it went to spam) Never received another email or mail noting the issue that THEY canceled my payment information.Business Response
Date: 11/14/2022
Extra Space Storage would like to thank Mr. ********* for
reaching out. We understand the frustration and hope to clarify. Extra Space properly
followed the self-storage statute for the state of CO to sell this unit, including sending notices to Mr. *********.
Mr. ********* was sent a Billing Reminder on 7/27/22, on 9/14/22 Mr. ********* was
sent a Past Due Insurance Notice. Extra Space did not receive payment from Mr. ********* before the auction. The Notice
of Lien Letter was mailed to the address we have on file for Mr. ********* on 9/22/22.
As such, Mr. ********* was legally notified of the auction scheduled for his
unit. Extra Space gave notice of the auction to Mr. *********. 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 the state lien laws
governing self-storage and therefore will not refund or compensate Mr. *********
for loss due to non-payment of rent and fees that were owed. Thank you.Initial Complaint
Date:11/08/2022
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.
In end of Aug I cleared out my storage unit in ******** **. I paid up til the end of Aug (28th) in full she thanked me for using Extra Space etc and I left. On Sept 1st I got a text I moved out, if I didn't to please contact the store and thanks for storing with Extra Space. Since I knew I did in fact move out I didn't reply to the text. The next day or so I got a call from the space telling me the cleaning crew noticed it still was locked. I was in error that I didn't know to take the lock with me, I ran back to the facility and took the lock off and told them I was sorry. She said no problem, I didn't remove anything more from the unit...just immediately took the lock off and told her. I specifically asked if everything alright now, she said yes. Fast forward to now Nov 8th, I get a collections call from a law firm representing Extra Space asking MY lawyers name and if I was paying what I owed?! I said I owed nothing. She said she'll advice client. I called ******** unit and said what gives? She pulled my record saying in collections because after the 5 days overdue it went to collections. I paid already, I said. She said there was the issue with the lock still on the unit. It was an honest mistake and I was told alright. I was not told I owed moreBusiness Response
Date: 11/10/2022
Extra Space Storage appreciates **************** for contacting us. We have removed from **************** from collections, the collection agency will send a follow up letter to ****************. Thank you.Customer Answer
Date: 11/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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