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: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.
On September 16 at 1:34pm I made a payment on the extra space storage app with my user name and password for $422.80 to cover the rent of my 2 unit the payment was taken from my account and on my statement it reflex that extra space storage received my payment yet they claim they didnt charging me again for the unit plus over $310 in extra fee they are in complete denial and not willing to take responsibility for their app malfunction
Business Response
Date: 10/18/2022
Extra Space Storage would like to thank ****************** for reaching out. We understand the frustration and hope to clarify. Per the Lease agreement ****************** signed, the lease states: The term of this Agreement begins on the Rental Start Date listed on the Lease and shall continue on a MONTH-TO-MONTH basis until terminated. 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 Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance. If at the close of business on the 30th day following the Customers current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee of $120.00 will be assessed and Customer must pay such amount by cash, credit card, or by certified funds. No personal/company checks will be accepted for past-due payments. It is agreed to and understood that partial payments made to cure a default for nonpayment of rent will not delay or stop foreclosure and sale of Customer's property. The tender of partial payments, if accepted, shall not serve to waive or avoid the legal effect of prior notices given to Customer. Only full payment on Customer's account prior to the published auction date will stop a scheduled sale of the property. IT SHALL BE CUSTOMERS SOLE RESPONSIBILITY TO PROVIDE OPERATOR WITH ACCURATE, CURRENT AND WORKING PAYMENT INFORMATION. THE FAILURE TO PROVIDE SUCH MAY RESULT IN NON-PAYMENT OF MONTHLY RENTAL CHARGES AND OTHER ACCRUED CHARGES, ALLOWING OPERATOR TO SELL CUSTOMERS PERSONAL PROPERTY PURSUANT TO SECTION 22 BELOW. IT SHALL BE CUSTOMERS SOLE RESPONSIBILITY TO VERIFY THAT PAYMENTS ARE MADE AND BY WHAT METHOD PAYMENTS ARE MADE. Further review of the account notes indicate **************** advised he is working with his bank to fix the issue. **************** has not produced a copy of record that reflects payments made, account is consistently in delinquency. ****************** is welcome to contact customer service at ************************** to be put in contact with a member of the District Team to further discuss this directly. Thank you.Initial Complaint
Date:10/12/2022
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.
Six years ago we rented a storage unit from Extra Space Storage. This August, we emptied the unit by August 8th which was the date the next payment was due. We immediately called the corporate number and cancelled the unit. They called us three times asking if the lock was removed, which it was. We said it was and told them to check. We never heard back from them. Today (10/12/2022) we received a letter dated 9/14/2022 that said we should respond within 10 days of the letter. The envelope to the letter is post marked 10/6/2022. There was no way for us to try to resolve this within the appropriate time frame. I spoke, heatedly but without profanity, to the manager. His response was that he couldn't change the fact that the company is charging us $6000.00+ for the unit. He claims that there are items in the unit, but we didn't leave items in the unit. The storage facility has left the gates wide open for over a month so anyone could enter at any time. There was no lock on the unit as we told them, but they claim we are the most recent renters so we have to pay because there are items not belonging to us in the unit we cancelled before 8/8. Now they have sent us to collections and our credit score will drop. We've never been sent to collections. We did not leave items in the unit because no one would remove a lock and then leave items behind. We have been threatened with a lien and auction, but we don't have belongings there.Business Response
Date: 10/13/2022
Extra Space Storage would like to thank Mr. **** 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 the Lease Holder to contact customer service at 1-888-STORAGE to be put in contact with a member of the District Team. Thank you.Customer Answer
Date: 10/15/2022
Complaint: ********
I am rejecting this response because I was not given ample time to respond to the letter that was post mark almost an entire month after the date on the letter. Also, the manager took no responsibility for the incident that resulted in $600.00+ being sent to collections. Instead of contacting collections to stop the action, he said we would have to dispute it with collections. It is not good business to expect customers who have canceled their account rightfully to have to pay for two additional months after vacating the unit.
Sincerely,
****** ****Business Response
Date: 10/18/2022
Extra Space Storage would like to thank Mr. **** 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 the Lease Holder to contact customer service at 1-888-STORAGE to be put in contact with a member of the District Team. Thank you.Initial Complaint
Date:10/11/2022
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.
Call the storage unit because the father of my child put my stuff in a storage unit and did not put my name on the contract. I had left Georgia due to domestic violence the police department at the time told me for my safety it was best if I go back home to my family in New York. I did not know his name was the only name on the contract. When speaking to a manager as she stated who she was she said as long as the police department came along with me because there was a license gun in the storage unit that was mine as well, that she would grant me access. I spoke to her and the local police department she guarantee that there would be no issues since I was coming all the way from New York and had to pay for a flight as well as a U-Haul truck to drive back to New York. Upon my arrival to the storage unit A manager name Candace who said that she was a district manager said that the other manager had miss spoke and unfortunately could not let me in. I said this was unacceptable since I flew all the way out here from New York just to get this. She said she spoke to her legal team and they told her absolutely not I’m very upset that the first manager did not do her due diligence and I wasted not only money but time returning back to a place where I was abused to receive bad news and felt the anxiety and stress once again due to the situation that had force me to leave in the first placeBusiness Response
Date: 10/12/2022
Extra Space Storage would like to thank Ms. ****** for reaching out. We apologize for any inconvenience. Unfortunately, we are not able to disclose any account information with anyone other than the lease holder with our company. It is the Lease Holders sole responsibility as to those persons who are given access to Customer's Space and Operator shall not be liable for anyone other than Customer entering the Space. Thank you.Customer Answer
Date: 10/17/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ******Once again I have a court order and I was told by a manager so I need somebody from corporate to contact me or I’m going to the state Attorney General since you’re giving out bad information and not having any accountability for the wrong information given
Business Response
Date: 10/18/2022
Extra Space Storage appreciates Ms. ****** contacting us on this matter. We apologize for any inconvenience. Unfortunately, we are not able to disclose any account information with anyone other than the lease holder with our company. It is the Lease Holders sole responsibility as to those persons who are given access to Customer's Space and Operator shall not be liable for anyone other than Customer entering the Space. Thank you.Initial Complaint
Date:10/10/2022
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.
Hello . I used Extra Space Storage to store some belongings and valuables . After a few months, my storage room was broken into and most my belongings were stolen. I contacted the management and they conveniently told me there is no camera inside and I was told all I could do is to file a complaint with their insurance company . I did file a complaint on 6/26 and was told a cheque worth of 3000$ was issued and sent to me on 08/01 but I never received it and contacted them again and confirmed my address on 9/23 and still waiting on the check. I have not received a response to my emails to confirm the money was sent . Their insurance company that I was in contact is called ESIS and when you ****** the company it says temporarily closed and costumers reviewing they never received their checks either.Business Response
Date: 10/17/2022
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 Mr. **********;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. 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:10/09/2022
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 May 16, 2022, I rented a storage space from Extra Space Storage. Last month, my storage space went up from $64 to $84 monthly. I did make a payment of $84 by the tenth of last month, to keep my account current.I requested a copy of the contract that was signed on May 16, 2022. The contract, states, that In order for them to raise the rent on the storage unit, I must be notified in advance. I was never notified. I never received a phone call, email, text message, or letter from them. That is the issue.Business Response
Date: 10/14/2022
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 31 below. By continuing to use the Space after a rate change, Customer agrees to the Rental Agreement as changed and that all of its other terms remain in effect." Proper notice is given on all adjustments. The rate change notice was mailed on 8/9/22 notifying **************** that as of 9/10/22 the new rent rate would be $73.00 (not including any
Insurance options chosen at time of rental). Lease agreements with Extra Space are month to month therefore prices cannot be guaranteed for any length of time. 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.Customer Answer
Date: 10/14/2022
Complaint: 18188249
I am rejecting this response because: I received no notification. If I am incorrect, please have the company send me a copy of the certified letter and certified tracking # informing me of the change. I never received notification. None at all! They are lying.
Sincerely,
Prince ******Business Response
Date: 10/18/2022
Extra Space Storage appreciates **************** contacting us on this matter. We have notified the
District Team who will attempt to contact **************** to discuss this matter further.
Mr. ***********;is also welcomed to reach out to our customer service department at *****-
STORAGE to be put in contact with the a member of the District Team Lead. Thank you.Initial Complaint
Date:10/06/2022
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 signed a monthly lease contract with Extra Space Storage facility located in *********** on Aug 18th 2021. I am still renting the same 10x10 unit but set up automatic payment with them after my initial payment of $359. My payment the following months was $333. My contract specifically states that the company is required to give me 30 days notice in writting of any price/ premium increase. They increased my rent twice over the past year without giving me any written notice. The total increase was a $147 from $333 to $480 which represents a 44% increase without any notice. I called the facility this morning and Spoke with ******* who did not give his last name. He said the price changes are done my the "higher **** and that they had no control. He agreed that it was not ok to give no notice but again emphisized that he had no hand in rental increases. He said he would call the upper managment and see if he could get our rates back down to the original price in our contract. Please feel free to contact me at ************ or ************ *************************** *******************Business Response
Date: 10/07/2022
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 8/16/22 notifying Mr. *************;that as of 9/18/22 the new rent rate would be $445.00 (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 10/7/22 as a gesture of goodwill, the rent rate for Mr. *************;storage space was reduced to $384.00 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.Customer Answer
Date: 10/07/2022
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,
***************************Initial Complaint
Date:10/03/2022
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 and was supposed to get a 5x15 and instead recieved a 5x10. They are not giving me a discount or a new unit.Business Response
Date: 10/10/2022
Extra Space Storage would like to thank ************** for reaching out. We understand the frustration and hope to clarify. The approximate size ************** rented is 5x15. Per the Lease ************** signed, states CUSTOMER HAS EXAMINED THE ********************** AND ********************** AND ACCEPTS THEM "AS IS." Customer acknowledges and agrees the measurements noted for the Facility and the spaces located thereon are an approximation only, do not refer to usable space and that the size of the Facility and any referenced sizes are approximate, given for illustration only and *** vary materially. Spaces *** be smaller or larger than advertised. Spaces are not rented on a square foot basis and rent is not based on square foot measurements. We would recommend ************** to contact the rental office at ************** directly with any additional questions, discuss rental rates or review other available units that *** better suit her needs, thank you.Initial Complaint
Date:10/03/2022
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 past due on my storage unit. I was not made aware of a pay to vacate option until today when I called the corporate office requesting for a district supervisor. I am not sure as to whether the store manager is unable to properly explain herself or if she is trying to scam the customers (me). At first I wanted to pay the balance but I feel my best option is to pay to vacate since I now know of this option. I told the store manager on Friday that I am an hour away from the storage facility now, I don't understand why she didn't mention a pay to vacate option at no time when I've called the store on several different occasions. Store representatives including the manager has called me regarding the past due balance and no one said anything about a pay to vacate, I was only told the late fees would stop in October and my items were subject to being auctioned by October 19th. I would have been chosen the pay to vacate before the past due became out of hand had I been made aware of that option.Business Response
Date: 10/05/2022
Extra Space Storage would like to thank Ms. **********;for reaching out. We understand the frustration and hope to clarify. A member of the District Team has spoken with ************** and went over all her options, including Pay to Vacate. We advise ************** to continue to work with the rental office at ************** directly, thank you.Customer Answer
Date: 10/06/2022
Complaint: 18162220
I am rejecting this response because:I will see what happens considering their store manager has a hard time explaining herself or either she is being instructed to act like she doesn't.
Sincerely,
*******************Business Response
Date: 10/10/2022
Extra Space Storage would like to thank ************** for reaching out. We understand the frustration and hope to clarify. A member of the District Team has spoken with ************** and went over all her options, including Pay to Vacate. We advise ************** to continue to work with the rental office at ************** directly, thank you. Tell us why here...Customer Answer
Date: 10/12/2022
Complaint: 18162220
I am rejecting this response because:
Sincerely,
*******************Initial Complaint
Date:10/03/2022
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 or around October 1, 2022, without notification to their client base, Extra Space Storage located at *** ***** ***, Berkeley, CA 94710 (Corporate HQ in Utah), increased the rate of a monthly storage unit from $167/month to $234. At the same time last year - Nov 1, 2021 - the rate increased from $128 to $167/month. I believe it is unlawful in California under the California Automatic Renewal Law (ARL) to increase to costs of goods, services, and subscriptions for which you are a subscribing/autopay customer without notifying your customers or providing them with disclosures, consent and/or at the very least, notification. None of those were present here. A $100 increase in the span of 12 months without justification or notification is absolutely absurd. An explanation of charges and adherance to relative law surrounding this matter would be the desired outcome. Thank you for any help you can provide.Business Response
Date: 10/10/2022
Extra Space Storage would like to thank Ms. ***** 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 Ms. ***** signed "Customer’s Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Owner may change or increase Customer’s Monthly Rental Charge, fees and charges, due to changes in market conditions or for any other reason at any time upon 30 days’ notice to Customer. Owner may send notice to Customer’s email address or by any other method of notice described in Section 31 below. By continuing to use the Space after a rate change, Customer agrees to the Rental Agreement as changed and that all of its other terms remain in effect." Proper notice is given on all adjustments. The rate change notice was mailed on 8/24/22 notifying Ms. ***** that as of 9/27/22 the new rent rate would be $234.00. Lease agreements with Extra Space are month to month therefore prices cannot be guaranteed for any length of time. We would like to acknowledge Ms. ***** has been in contact with the store discussing downsizing options. We advise Ms. ***** to continue to work with the rental office at ###-###-#### directly, thank you.Customer Answer
Date: 10/11/2022
Complaint: ********
I am rejecting this response because: I am aware of the terms of the contract. I take issue with the fact that no notice of rate change was mailed or received. If ownership change happened, no notice of that was made either, and yet the previous rate increase at the end of 2021 was notified properly. While I also didn't like that one, it was at least made correctly. Please provide evidence that a notice was "mailed" as opposed to sent out via email which seems the logical, most surefire way to cover your bases, and to what address you mailed it to.
Sincerely,
***** *****Business Response
Date: 10/14/2022
Extra Space Storage appreciates Ms. ***** contacting us on this matter. We understand the frustration and hope to clarify. Extra Space has no control over the post office and their mail services so we cannot speak to when the notice was delivered or if Ms. ***** received it. The rate change notice was mailed on 8/24/22 notifying Ms. ***** that as of 9/27/22 the new rent rate would be $234.00. Rental agreements with Extra Space are strictly month-to-month, therefore rates are not guaranteed for any specified amount of time. Pursuant to section 4 of the lease agreement that Ms. ***** signed "Customer’s Rental Terms May Change with 30 Days' Notice. Customer acknowledges this Lease is month to month and that Owner may change or increase Customer’s Monthly Rental Charge, fees and charges, due to changes in market conditions or for any other reason at any time upon 30 days’ notice to Customer. Owner may send notice to Customer’s email address or by any other method of notice described in Section 31 below. By continuing to use the Space after a rate change, Customer agrees to the Rental Agreement as changed and that all of its other terms remain in effect." Proper notice is given on all adjustments. Lease agreements with Extra Space are month to month therefore prices cannot be guaranteed for any length of time, thank you.Initial Complaint
Date:09/29/2022
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.
About 2 months ago I have some ******** equipment stolen the lock was broken and the manager seemed not to know nothing about it I filed a police report they still going to give me a lock which the one that had broke they have grinded down second time they took my air conditioning unit this was like a week ago and I asked the managers because my lock was not broken I think they're I think they have a key or something the people in charge of the officeBusiness Response
Date: 10/05/2022
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." Per the Lease ************** signed, the lease states: "Operator, Operator's Agents, Operators affiliates and the Facilitys owner, if different, shall not be liable to Customer for any damage or loss to any person or property at the Facility and to any property stored in the Space, arising from any cause whatsoever, including, but not limited to, theft, fire, mysterious disappearance, mold, mildew, water, rain, rodents, insects, acts of God, partial or sole negligence or failure to act of Operator or Operator's Agents, except for damage or loss resulting from Operator's fraud, gross negligence or willful violation of law." Per the lease: Customer hereby releases Operator, Operator's Agents, Operators affiliates and the Facilitys owner, if different, from any and all claims for damage or loss to personal property that are caused by or result from perils that are, or would be, covered under the required insurance policy and hereby waives any and all rights of recovery against Operator, Operator's Agents, Operators affiliates and the Facilitys owner, if different, in connection with any damage which is or would be covered by any such insurance policy. CUSTOMERS PERSONAL PROPERTY STORED IN THE SPACE OR AT THE FACILITY IS NOT INSURED BY OPERATOR AGAINST LOSS OR DAMAGE. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.
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