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
- 750 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:11/08/2022
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.
After vacating property and filing a claim for damaged items. This company has continued to now charge 3 additional month of charges. Multiple attempts to speak with onsite manager as well as corporate contacts to no avail.
Business Response
Date: 11/14/2022
Extra Space Storage would like to thank ************** for reaching out. We have notified the Store Manager in which has attempted to contact ************************. We would like to acknowledge ************** is still occupying her unit and we would advise ************** to contact the local rental office at ************** or customer service at ************************** to discuss this directly. Thank you.Initial Complaint
Date:11/02/2022
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.
11/01/2022 I had been on the premise after 10 on accident, at the extra space Westminster **** I believe, but my clock was wrong I thought it was earlier than it was and I work all day driving for work and couldnt come till than I got the bigger unit so me and my man could save money and get rid of his so we did and we needed the stuff out right away before it got locked. Well were technically homeless so I came when I could and *** tried to be respectful of the managers rules but shes incredibly strict with no leeway at all. ****** care your reason just didnt want to hear it. I paid for the bigger unit I was told to me back to my smaller unit to finish it out but I cant do that thats why I got the bigger unit. I also paid for it and I cant buy a new storage till I get that money refunded or go work to get the money which could take a day or two to Ive the stuff. Ive paid on time I just moved into that storage unit when I got there it was 940 we left at 10:03 and out the gate at 10:05 but she said no to continuing my storage there I tried to explain my situation though Im not trying to make excuse I respect her rules but I had no choice I dont have a home my car is my work I had to get the stuff out for work Ive followed the rules since I got there it was a honest mistake so why cant she have some type of compassion or understanding of my situation and let me finish my time in the bigger unit out till the end of the money or refund my money back so I can get my stuff out and into a different unit. Like this is not cool. I want my money back why is this manager being so unreasonable. Comparing her dealing with **** clients to being homeless like what?! Totally different. I want to speak to her boss I paid 143 to have that unit and still have another unit paid for too its too small to fit my stuff now why cant I keep my unit it was only 5 minutes! Like are you serious whats her problemBusiness Response
Date: 11/02/2022
Extra Space Storage would like to thank ************************** for reaching out. Would Ms. ****************;please confirm the full name and account number associated with the rental? We also need the
exact address of the location where Ms. *************************** are being stored. Once we are given additional information we will respond accordingly. Thank you.Initial Complaint
Date:11/01/2022
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 purchased a storage unit for just one month and expected the advertised price of 30ish dollars. Instead they charged a $50 'setup' fee on top of it that was not disclosed in advertising.I would like a refund for the extra charge. I sent a complaint to their website, nobody bothered to contact me back.Business Response
Date: 11/02/2022
Extra Space Storage would like to thank **************** for reaching out. Would Mr. ***********;please confirm the full name and account number associated with the rental? We also need the
exact address of the location where Mr. ********************** are being stored. Once we are given additional information we will respond accordingly. Thank you.Initial Complaint
Date:10/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
From the time I obtained the unit I have been asking for my payment date to be changed when I first requested it I had paid two months in advance of my bill the date was never changed every month following I have requested this in several ways including the payment of late fees several times with the promise of the date being changed and an payment of late fees including an extra fee for change the date incurring an almost 300$ bill on October 27,2022 I came to the store to talk to the manager who I have been told by he would change the date was their but he said he has never seen me before he proceeds to tell me that I have to pay late fees and an extra fee in order to change my date again which he has failed to fulfill the first time so why would I believe him that he would fulfill it this time he proceeded to tell me I had to leave the space and stand outside and call the cops because I would not get my date changed if he didnt feel like changing it this is a big problem several times I have called and came into the office to change the date to the day that I came into the officeBusiness Response
Date: 11/01/2022
Extra Space Storage would like to thank ************** for reaching out. We understand the frustration and hope to clarify. The first Monthly Rental Charge and a one-time, non-refundable, administration fee shall be paid on the Rental Agreement Date listed above. Thereafter, the Monthly Rental Charge shall be due on the same day every month (the "Monthly Due Date"). The period between consecutive Monthly Due Dates is referred to as the "Rental Month." The last day of the Rental Month for which all Monthly Rental Charges have been paid is the "Paid Through Date." Customer shall pay Operator the Monthly Rental Charge, taxes and insurance in advance, without prior notice or billing from Operator. NO MONTHLY BILLS OR STATEMENTS WILL BE SENT TO CUSTOMER UNLESS ELECTED ABOVE. 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 the Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance. ************** can request to change the anniversary/billing date on her account, the prorated amount MUST be paid to make this change. We would like to acknowledge on 9/6, 9/12, 10/21 and 10/27, ************** spoke with the office inquiring about changing her anniversary date and was advised each time that the prorated amount would need to be paid to make this change. ************** can contact the rental office directly at ************** to discuss changing her anniversary date and pay the prorated amount. Thank you.Customer Answer
Date: 11/02/2022
Complaint: 18328232
I am rejecting this response because:
Sincerely,
*************************** I have paid the amount in Its entirety on my initial payment upon purchasing the storage unit I paid two months advance so the anniversary date should have been changed on that day I requested it also I paid again an entire day on 5/26 also again on 8/27 I paid entirety of fees so my bill would be up-to-date to change anniversary day and still date never got changed till this day I am still arguing to change the dateBusiness Response
Date: 11/03/2022
Extra Space Storage would like to thank ************** for reaching out. We have notified the
the District Team Lead who will attempt to contact Ms. **********;to discuss this matter further.
************** is also welcomed to reach out to our customer service department at *****-
STORAGE or the store directly at **************. Thank you.Customer Answer
Date: 11/03/2022
Complaint: 18328232
I am rejecting this response because:
Sincerely,
***************************extra space storage has not assured me that my anniversary date is change they keep telling me about paying extra money for something I have already paid several time the subject is that I must keep being robbed without and Anniversary date change must be on the 27th or I will keep protesting that I am not being serviced properly
Business Response
Date: 11/08/2022
Extra Space Storage would like to thank ************** for contacting us. In review of **************** account the most recent payment was made on 10/29/22 in the total for the monthly rental rate plus insurance option chosen at time of rental. Any additional or (prior) payments made on the account have been for late fees assessed on the account. If ************** would like to change the anniversary date to the 27th of the month, a prorated amount will need to be processed to make this change. Currently ********** anniversary date or monthly rent due is the 11th of each month per the Lease agreement signed by *************** ************** will need to contact the office directly at ************** or our customer service department at ************************** to discuss this directly. The office has attempted to reach out to **************, a voicemail and email has been left to please contact the store. Thank you.Customer Answer
Date: 11/11/2022
Complaint: 18328232
I am rejecting this response because:
Sincerely,
***************************i have still been ignored about changing my Anniversary date and a time they are still stealing money by charging extra for not changing the anniversary date this is a big problem I said I have the choice to pick when I want to pay my money
Business Response
Date: 11/15/2022
Extra Space Storage appreciates ************** for contacting us. If ************** would like to change the anniversary date to the 27th of the month, a prorated amount (calculated as the number of days in between current monthly rent due date and **************** requested anniversary date of the 27th), this prorated amount will need to be paid to change the anniversary date on her account. Currently ********** anniversary date or monthly rent due is the 11th of each month. The office has attempted to contact **************, the office has left a voicemail for **************. We advise for ************** to contact the store directly at ************* or our customer service department at ************************** for her request to change the anniversary amount and pay the prorated amount. A change to anniversary date needs to be processed through the office directly. Thank you.Customer Answer
Date: 11/16/2022
Complaint: 18328232
I am rejecting this response because:
Sincerely,
***************************the manger only contacted me one time on the issue they are avoiding the issue that I have already paid the difference several times and the date has not been changed as of yet I will only make more extra payments only if I am sure that the date has changed to keep getting extra payments from me and Im never getting a date change is robbery
Business Response
Date: 11/17/2022
Extra Space Storage appreciates ************** for contacting us. We advise ************** to continue to work directly with the office towards a resolution. In review of **************** account ledger, **************** payment ledger does not reflect a prorated amount paid. Currently ********** anniversary date or monthly rent due is the 11th of each month. ************** is welcome to contact the store directly at ************** or our customer service department at ************************** to directly discuss her account.?Thank you.???Customer Answer
Date: 11/18/2022
Complaint: 18328232
I am rejecting this response because:
Sincerely,
***************************i will only talk to someone in corporate and now Im going to follow up with a lawsuit against them in small clams court because they are refusing to change my a very date even after they see their Error and not changing it in my initial entry of the storage unit I paid two months in advance because I needed my date changed to the 27th I ask for days pineerror and not changing it in my initial entry of the storage unit I paid two months in advance because I needed my date changed to the 27th I ask for days upon purchasing the storage unit they said they would change it the following month my bill came on the same day that I do not have not requested Im not asking for anything that I havent already paid for several times asking for my date to be changed I have paid my bill even though they have never change the date according to the way they said they would OK now youre pushing me to take this to Civil Court
Initial Complaint
Date:10/26/2022
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 Saturday October 22 I rented a storage locker. Service was excellent by ********** She showed me the locker, covered costs, and hrs of operation. I needed a locker because my house on Sanibel Island was destroyed by the Hurricane. This location was ideal for salvaged items. I had a truck full of items needing drop off.Arrived with subsequent load the next morning (Sunday) at 8am. There was a line of cars at the gate. The elevators were not working. Whomever was supposed to unlock them didnt. The facility was supposed to open at 6am thus 2 hours late. Called customer service and got a nice lady who told me she was texting the manager with no response. I asked for the district manager but she told me he was not available and would return my call within 48 hours (crazy). More cars were arriving as others were leaving fed up. I had a timeline and a plane to catch that evening. I couldnt think of an alternative solution other than go back to my hotel take the room for another night, change my flight (for a fee) and fill the room with our stuff and head back to ******* hours late. (BTW the hotel wasnt thrilled I was using it as a storage locker and didnt have a cart so we had to hand carry everything to the *********). I kept calling customer service line which now didnt work and was just a loop. We were hoping for an elevator update. At 845pm we returned and the elevator was working (fortunately) thus we didnt have to get another hotel room but we still had to retrieve all the items in the room by hand and come back to the locker. Hours of wasted time and hundreds of $$ wasted.Monday ***** (manager) called me and was apologetic offering me a $25 credit (insulting) after I just spent hundreds of $$ because of there incompetency. Also said she was there at 830 which she wasnt. Later she called me back and offered me a free month. Which was better but not close to all the money I spent.Whole incident was unnecessary I just lost my home and I am dealing this c***Business Response
Date: 10/31/2022
Extra Space Storage would like to thank Mr. ****** for reaching out. We understand the frustration and hope to clarify. Our thoughts are with you and all those who are coping with the aftereffects of the storm, and during this difficult time. We would like to acknowledge that on 10/24/22 as a gesture of goodwill, a credit equal to one month's rent of $151.23 was applied to Mr. ******* account as a onetime courtesy. We would like to acknowledge that Mr. ****** was able to move into his unit on 10/22/22 with the first month free promotion, Mr. ****** has received 2 months free in total. Thank you.Initial Complaint
Date:10/26/2022
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 all My personal belongings furniture, clothing and other personal items stored at this Extra Space Storage located in *********, **. This storage facility is undergoing roof repair, when I came to my unit on 10/06, I noticed a large amount of rock, dirt, and gravel on the floor when I open my unit ****, I discovered all of my belongings covered with rock, sand, dirt and gravel. My unit was not covered with any plastic or any other covering to protect it from damage, I filed an insurance claim for the damages and was told by Extra Space Storage insurance company this was not a covered peril. I contacted the company and thus far have not received any response. I want to be reimbursed for all damages for the negligence of NO ONE covering my belongings during their roof repair. THANKS FOR YOUR HELP, **************************Business Response
Date: 10/31/2022
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. While we are glad that **************** 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. 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 warehouseman engaged in the business of storing goods for hire, and no bailment is created by this agreement. Operator exercises neither care, custody, nor control over customer's stored property and all property stored within the space or at the facility by the customer shall be stored at the customer's sole risk." ******************************************* would like to acknowledge that the monthly rent rate does not include the insurance and they are two separate charges. We would like to acknowledge that on 10/21/22 as a gesture of goodwill, one month's credit was applied to Mr. ******* account as a onetime courtesy. We would advise **************** to continue working with his claims adjustor towards compensation. Additionally, **************** can email ********************** for additional assistance with his claims questions. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages.
Thank you.Customer Answer
Date: 11/01/2022
Complaint: 18312060
I am rejecting this response because:Extra Space Storage said in their response that I should file an insurance claim for the damages done to my property , I submitted a claim on 10/06/2022,
for my property being damage my CLAIM # **********, my adjuster was *************************, I never heard personally from ********************, but he sent me an
email dated October 20th, (after I had called numerous times to get a status on my claim), ******************** informed me that my CLAIM WAS DENIED, because
it didn't come under the covered perils of my policy and he referred me back to the Storage facility and Extra Space Storage. This is not Acceptable I trusted
Extra Space Storage with the care and keep of my personal property this did not happen. I have pictures of the debris and damage to my property also the
site manager took pictures also. I see where Extra Space Storage have sent out an email dated 10/31, informing all their clients that the facility is under roof
repair but all units will be covered with plastic to prevent any damages , THIS DID not happen for me my unit was left uncovered. Who is responsible for my Loss?
Sincerely,
***********************Business Response
Date: 11/03/2022
Extra Space Storage would like to thank **************** for reaching out. We have notified the
the District Team Lead who will attempt to contact **************** to discuss this matter further.
**************** is also welcomed to reach out to our customer service department at *****-
******************** or the store directly at **************. Thank you.Customer Answer
Date: 11/09/2022
Complaint: 18312060
I am rejecting this response because: we are in discussion to resolve this matter but so far I have not received anything in writing . waiting on company to provide resolutiontherefore until complaint is totally resolved I will pursue complaint.
Sincerely,
***********************Business Response
Date: 11/16/2022
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. **************** is also welcomed to reach out to the store directly at **************. Thank you.Initial Complaint
Date:10/24/2022
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 am in the process of moving out of my storage room so I removed my automatic pay. I have been in this facility between 1and 2yrs and never made a late payment. I was given a courtesy call about my monthly payment and I was told by ***** that I had until the 17th to pay or I would be hit with a late fee. On the morning of the 17th when I signed in to make the payment my bill went from $380 to $535. I called to see why my bill had jumped so high and I was told that I was hit with an $85 late fee which is astronomical! I then asked where was the other money coming from and they told my the price of my room just went up that morning. This is predatory to say the least! This should be illegal for them to do this to people. When I asked why would they not mention the room rate going up on my courtesy call I was told they dont tell people because it agitates them. This is absolutely disgusting and I would like to be refunded for the late fee and the room upgrade.Business Response
Date: 10/25/2022
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 Mr. ***********;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 9/7/22 notifying Mr. ***********;that as of 10/12/22 the new rent rate would be $424.00 (not including any insurance options chosen at time of rental). 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. We would like to acknowledge that on 10/25/22 as a gesture of goodwill, a credit was applied to ****************** account 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. For any rate negotiations we advise ****************** to contact the rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team. Negotiations may only be made through one of these two options, thank you.Initial Complaint
Date:10/20/2022
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 rented a storage unit at this location from mar 2019 thu sept 2022. i got evicted though no fault of my own because of transportation problems and medical problems. i asked to remain because my rent was paid the company denied .homeless people slept outside the door and the manager treated me cruel about access hours and moving.i was a customer and got treated rudely. main office never answered my phone calls or emails.Business Response
Date: 10/21/2022
Extra Space Storage would like to thank Ms. ******;for reaching out. Would Ms. * please confirm the full name and account number associated with the rental? We also need the exact address of the location where Ms. T belongings are being stored. Once we are given additional information we will respond accordingly. Thank you.Initial Complaint
Date:10/19/2022
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 October 1st, 1 day after Hurricane *** ransacked our neighborhood, I spoke with a representative at this Extra Space Storage facility. I explained to her my situation and how I had to place myself and family in a hotel in order to recover from the damage, and current financial situation as it was. I asked her what my options were, and if possible, could I get an extension for just a few more days. She gave me 2 options: pay a $20 late fee, or change my due date and pay $70 in that moment to do so. I weighed my options and said the $20 late fee made the most sense for me. Fast forward to 10/7/22, the late fee is $44.60. A representative named **** said he would investigate after I explained to him what I was told prior. The next day **** and ******* call me back to say they can only give me a $15 credit, and because I've paid the late fee in the past I should've known how much it was going to be. They acknowledge the fact that she gave me misinformation, but because she was a substitute manager and was just "helping out" that day, it excused her wrongdoing. I want a refund for the entire amount of $44.60. ******* told me that if she goes to business and asks an employee how much and item is, she always verifies because the employees don't always know. So the perception that has been created is, I should've spoke to someone else and asked how much the late fee is, even though she was the one who answered the phone.Business Response
Date: 10/20/2022
Extra Space Storage would like to thank ************************* for reaching out. We understand the
frustration and hope to clarify. 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. We would like to acknowledge as a gesture of good will, a one time credit of $29.60 in addition to the $15.00, in total $44.60 will be applied to ************************* account. Thank you.Initial Complaint
Date:10/17/2022
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 a storage unit currently at ******* Storage **************) and I was informed this month that the price for the storage went up to$236. I was paying $156. Is a business allowed to **** up the price to almost a $100 more? Any information would be appreciated. **************Business Response
Date: 10/21/2022
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. We have notified the District Team who reviewed **************** rent rate on his account. As a gesture of goodwill, we would like to acknowledge that on 10/21/22 as a gesture of goodwill, the rent rate for **************** was reduced to $195.00 as a onetime courtesy. Just to clarify, rental rates are subject to change with a 30-day written notice. The rate change notice was mailed on 9/27/22 notifying Ms. ***********;that as of 11/1/22 the new rent rate would be $234.00." Proper notice is given on all adjustments. 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 were unable to reduce the rate any further at this time. Thank you.
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