Complaints

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

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  Extra Space Management, Inc.

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

  
• 

  Extra Space Storage

  3939 Castro Valley Blvd Castro Valley, CA 94546-6001

• 

  Extra Space Storage

  660 Edgewood Ave SE Atlanta, GA 30312-1934

• 

  Extra Space Storage

  8115 Roswell Rd Atlanta, GA 30350-2838

• 

  Extra Space Management, Inc

  4349 S Jones Blvd Las Vegas, NV 89103-3303

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint for unit 303 unfair business practices, price gouging, and broken promises for returned call from district manager. I received a notification via mail of a 43% price increase from $185/month to $265/month. I requested a lower rate at which they said they could lower to $225/month which is still a ****% increase in rent. I was promised a call from the district manager and was told he would not call me the best they could do is $218/month which is still 18% increase in rent. I requested multiple times a call from the District Manager to no avail. Ive been lied too as well as there is no way their costs have gone up 42% or ****% or 18%. Ive been with them almost 4 years, paid my rent on time every month, they make more money off me than the do new customers. I am requesting my rate stay the same and I receive a call back as promised by multiple people from the District Managers direct manager or director. This is unfair business practices for a business to price ***** their good paying customers. Please have them call me at **************. They automatically reduced the rate to $218 I did not agree this was the final resolution and have tried to get a hold of their local Mangement ***** who lied about calling me and stating my mailbox was full. This is going on the 3rd week without a satisfactory resolution.

  

  Business Response

  Date: 10/04/2022

  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 9/7/22 notifying ******************** that as of 10/11/22 the new rent rate would be $265.00. We would like to acknowledge that on 9/24/22 as a gesture of goodwill, the rent rate for Mr. ********* storage space was reduced to $218.00 a month as a onetime courtesy. Lease agreements with Extra Space are month to month therefore prices cannot be guaranteed for any length of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates would not be reviewed based on market changes. Due to the rental rate being less than the current market value were unable to reduce the rate any further at this time. Thank you. 

• Initial Complaint

  Date:09/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is how storage facilities are profiting from people in the community. Price gouging on units, outrageous fees, and auctioning people's inventory. *******************, an employee with Extra Space Storage, never gave me or sign any lease agreement regarding the company's policies. Extra Space Storage mailed a letter to me regarding my 5 x 10 unit on 3/31/2022. Effective 5/6/2022, an increase of my unit from $115.00 to $137.00, an increase of 84%, late fees increased .55 cents. On 9/16/2022 received a lien and foreclosure letter because I was 2 months behind 8/22 and 9/22. My belongings were to be auctioned 11/9/22 if I didn't pay them $435.10 within 15 days. I went into the office to discuss why I was being charged so much. He stated foreclosure fees. My personal lock was already cut off, I then decided to vacate the unit, but I had to pay $250.00 first by 9/23/22. I believe they owe me money. Rent for 8/22 if $137.00 plus ***** late fees, 9/22 should be prorated 137/30 days = **** per day =***** for 18 days. They owe $5 for 3/22, I over paid, $70 for 5/22 I was over charged, and ***** for 9/22 = $85.19. Can you help me with this company?

  

  Business Response

  Date: 09/27/2022

   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: 11/02/2022

   
  Complaint: 18136814
  
  I am rejecting this response because:

  Full name is ***********************, as for the account number they go by unit number which is *****. It is on the receipts.

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

  

  Business Response

  Date: 11/02/2022

  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 elects to receive monthly billing, a monthly service charge of $1.00 shall be added to Customer's account. 3) If Customer does not pay the Monthly Rental Charge by the 10th day following Customer's Paid Through Date, Customer shall pay a late fee of $10.00 for Monthly Rental Charges $60.00 or less, $15.00 for Monthly Rental Charges between $60.01 and $100.00, or the greater of $20.00 or 15% of Monthly Rental Charges over $100.00. Operator may charge a late fee for each month Customer fails to pay the Monthly Rental Charge by the 10th day following the Paid Through Date. Late Fees will be assessed on or after the 11th day following Customer's current Paid Through Date. Any late fees incurred by Customer are a service charge and not a penalty. Partial payments will not be accepted, however, if a partial payment is accepted it will be at the sole discretion of Operator and if accepted will first be applied to fees and service charges, then to Monthly Rental Charges, taxes and insurance (if applicable and Customer wants to keep the insurance). If at the close of business on the 30th day following the Customers current Paid Through Date, the Monthly Rental Charge or other charges still remain past due, a pre-foreclosure fee 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. We would like to acknowledge that ******************* agreed to pay to vacate her unit on 9/22/22. ****************** can contact customer service at ************************** to discuss her account details directly. Thank you. 

• Initial Complaint

  Date:09/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An online quote quoted me at $95 a month and after the first month of free rent they decided to charge me $155 in months without warning without question I don't think that's right because of other incidents that happened to other storages they raise the price on all the other two have storages

  

  Business Response

  Date: 10/03/2022

  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 2 of the Lease ******************** signed, 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. Pursuant to section 40 of the lease agreement that ******************** signed, As part of your agreement to rent, you may have received an initial rental discount. Your monthly rental charge is $118.00 as compared to the suggested rental rate of $118.00 for your storage unit. (Not including insurance option selected 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. 

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, September 22, I went to my unit and had to pull some boxes out and look and consolidate contents, something I do every couple of months. There was no one there so I put some boxes out too far, blocking the area slightly. The facility manager came and asked I clear the area, which I did no problem. I was told the policy is that you bring your boxes home and then go through them and bring them back. I have the storage as I dont have a place at my home to store and sort, let alone haul boxes back and forth. I was asked how much longer I would be, so I guessed an hour. She explained the policy was for everyone, people who work or try and live in the units, etc. I am an almost 65 year old disabled woman just going through her stored contents, so the ridiculous policy of taking what you are storing home to go through contents and then bringing it back despite paying a pretty high price for the unit is unfair. Please deal with the offenders and not lump us all into not being able to go through our own things when I go there.

  

  Business Response

  Date: 10/03/2022

  Extra Space Storage would like to thank **************** for reaching out. We understand the frustration and hope to clarify. To ensure customer safety, ******************************************* does not allow individuals to block walkways or elevator access as this creates tripping hazards and other safety concerns. In addition, we would like to acknowledge that **************** plugged a fan into the electrical outlet blocking access to the elevator. Pursuant to the lease agreement that **************** signed "The rules and regulations posted at the facility, if any, are by reference made part of this agreement, which rules and regulations may be modified by Operator to assist with the operation, safety, and cleanliness of the Facility. The Facility is operated in accordance with state and local laws governing self-storage facilities in the state where the Facility is located, which are herein incorporated by reference." The lease also states "Customer agrees that the ********************** and ******************** shall be used solely for the storage of personal property. Customer shall not loiter about the ********************, spend excessive or unnecessary time in or around the Space or interfere with the use of the Facility by other customers of Operator. Customer shall not use the ********************** for any unlawful purpose and expressly agrees not to use the Space for human or animal habitation". We do apologize that **************** was not happy with her most recent experience, however, we do have these policies in place for the safety of all customers who store at the facility. Thank you. 

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been renting a storage locker at extra space storage for the last several months. Upon entering the storage locker on 9/18/2022 we noticed several items missing. We also noticed that there was no forced entry. We recalled moving into that locker several months ago and we were given a lock that was not packaged as brand new. We were not charged for this lock either as is customary to the facility. In doing so we firmly believe that the purpose of giving us the unpackaged lock was so that the facility had access to the spare key to the lock that was given to us and to also refrain from any type of receipt of who the person was that provided the lock. I spoke to a women at the facility when we first had moved in and she told me that her storage locker and five others had been broken in to and that it was an inside job because there was no forced entry. At the time I blew it off and didn't pay much attention. Now I know what the women was warning me of and now I know why she was moving her belongings to different storage facility. The value of the items is anywhere between $2,000.00 - $2,500.00. These items include a black rolling chest of drawers tool box with multiple drawers filled with tools. A compressor attached and welded to a ******, a sit on rolling tool box, several high end fishing poles with reels attached, a DeWalt chop saw that was fairly new and misc shovels and gardening tools.

  

  Business Response

  Date: 09/23/2022

  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". There is no reason to believe any Extra Space staff members entered ****************** storage space and stole his items. Extra Space cannot speak to the contents of ****************** storage space. Upon further review of ****************** account, we see that he estimated the total value of the items he would be storing was $3,000.00. It is the responsibility of the customer to contact the police department and file a police report, as well as their insurance company to file a claim. Extra Space does have cameras on the property; however, video recordings are not monitored. 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 ****************** provide any additional documentation to the detective handling the case and to continue working with the insurance company for any 
  compensation. Thank you. 

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a storage unit from Extra space storage and went to clean out my unit on Sunday August 21st, 2022. I arrived at 10:15 AM with a rented truck from U Haul and 3 other people that were helping me clean out the unit. I couldnt get into the unit because it had been overlocked by Extra space storage even though I was paid in full and current on payments. Overlocked means I was locked out of my unit. After several phone calls to multiple people someone from Extra Space Storage finally arrived at 1:15 PM to undo the overlock so I could access my unit. In summary, myself, 3 other people and a rented truck waited 3 hours to access a unit because the company locked me out of the unit for no reason at all.

  

  Business Response

  Date: 09/15/2022

  Extra Space Storage appreciates *** contacting us. We would like to acknowledge that ****************** was contacted by our District Team and offered a courtesy refund of $50 for the 3-hour inconvenience, however this offer was not accepted by the customer. ****************** is welcome to contact the rental office directly at ************** to be put in contact with a member of the District Team to discuss directly. Thank you.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17935563
  
  I am rejecting this response because:
    I was with 3 other people who were there to help load the rented moving Truck so $50 courtesy for 3 hours for 4 people is unacceptable to say nothing of the fact that no-one ever told me what happened or apologized.  If they treat customers like that they shouldnt be in business.

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

  

  Business Response

  Date: 09/16/2022

  Extra Space Storage again would like to thank ****************** for reaching out. We understand the frustration and hope to clarify. A member of the District Team will be reaching out to ****************** to discuss further. Thank you.

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been a customer for several years and multiple units at the Extra Space Self Storage in *************. The problem started when the company decided to re-roof the facility in **** 2022 (dates in the email were **** 27th-August 15th). The day work was to begin I got an email (**** 27th 5:53 p.m.-the office closes at 6 p.m.) stating that they would be doing the work. I called and spoke to "***" the next day (**** 28th at 9:54 a.m.). I told him that I was extremely upset that I was notified after the fact. He said that they had not delivered the plastic meant to cover belongings yet as the project was slow to start. He said that as soon as the plastic came in he would cover my storage area. I asked if he wanted me to come in and help but his explanation to me was that for insurance reasons he would take care of it. He did not need me to come in. When we went to retrieve our belongings in mid August there was a small area covered with plastic-not more than 2 feet x 2 feet (much smaller than my unit) and was definitely put there after the fact. The entire unit was coated in whatever fell from the roof and the skylight which was now covered over. I insisted that I would not empty the unit until it was cleaned so they called in Service Pro. They cleaned everything ok except for the upholstered couch and matching chair. My family has upper respiratory issues which were aggravated by just being there to pick up our stuff and much of the debris was still reeking havoc with the upholstery. When I complained Service Pro told me that they couldn't do anything more. They suggested I file a claim with the insurance that I had bought and paid for through them when I rented the unit. The claim was instantly denied citing the reason was "maintenance" and they do not pay on claims resulting from that. They disposed of my couch and chair (the following Tuesday) because I refused to bring that debris into my home. Now I have no furniture and no satisfaction.

  

  Business Response

  Date: 09/12/2022

  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. 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 insurance company to file a claim. Any compensation needs to be brought up with the insurance, we would advise ****************** to continue working with the insurance company for any compensation. If ****************** has any questions or would like to discuss this matter further, she may contact customer service at **************************. Thank you.
  

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17916707
  
  I am rejecting this response because:

  I believe that Extra Space Storage has a duty to insure that they will not do anything to harm an individuals belongings whether or not they have a duty to keep them safe.  It is not reasonable to believe that when something like a roof replacement is going to take place that they would not have had it written into their contract that they would cover the entire ceiling with plastic.  Would it not have been reasonable to expect that when I called concerned about it and was reassured by Extra Space Storage employee ***, that he would cover it and not want us there "because of insurance and liability reasons" that he would follow through and take care of it?  I understand that they leave claims up to an insurance company however to hide behind verbiage that leads one to believe that there is a purpose behind the insurance-which is to keep their belongings safe-is extremely disappointing.  Who in an everyday conversation expects "maintenance" to include an inadequate job of replacing a roof and doing due diligence to make sure that stakeholders belongings are safe?  I do believe that renters need to beware.  I believe that this is just another case of a big corporation hiding behind another big corporation and taking advantage of the little guy.  Their motto "WE OFFER SECURE, CLEAN PROPERTIES AND SIMPLE, HELPFUL SERVICE!" is anything but true and evidenced behind their willingness to pass the buck!

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

  

  Business Response

  Date: 09/16/2022

  Extra Space Storage appreciates ******* contacting us on this matter. 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 ************************* 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. As per the lease "No promises or representations of safety or security have been made to Customer by Operator or Operator's Agents. 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." Extra Space would like to acknowledge that customers were notified prior to the roofing project taking place, so they can cover their items. In addition, as a courtesy; Servepro had been scheduled and an additional unit was given to Ms. ************* to put her belongings in while Servepro cleaned her items. We again advise ****************** to continue working with the insurance company for any compensation. Thank you.

• Initial Complaint

  Date:09/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a unit from Extra Space Storage on 5/28/2022. When I was doing my research on units, Extra Space Storage had a promotion going on where I could choose one of the following: 1. First months rent is free (valued at $70)2. One year flat rate of $45 (not including insurance, etc.) We chose the flat rate, because it saved us more money in the long run. I received a notice in the mail stating they were raising my rates to $64 a month starting 9/28/2022. When I called Extra Space Storage, ***** told me that they are allowed to raise their rates every 4-9 months. I tried explaining to her the rate we were promised and she just kept saying we review rates every 4-9 months and adjust to what we think they should be charged. I then said to her, so what I am hearing is one of two things: 1. You are wrong and my rate is actually $79, but ** getting the $15 discount or 2. The information I was told the day I signed the lease was incorrect. She explained that I was told the incorrect information when I signed the lease.

  

  Business Response

  Date: 09/08/2022

  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. Upon further review of ********************************** account, we see that he rented the storage space on 5/28/2022 and received the reduced internet rate of $45 a month. Further, Extra Space does not offer a one-year flat rate promotion. 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 8/24/2022 notifying ****************************** that as of 9/28/2022 his new rent rate would be $64 a month. We would like to acknowledge that on 9/6, as a gesture of goodwill the rent rate for ********************************** storage space was reduced to $56 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 his rent rate for the larger unit any further at this time. Thank you. 

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Leased a storage unit from Extra Space in January 2022. Was told the building was climate controlled and would not have rented with them if it wasnt climate controlled. The employee that I signed the lease with asked me to estimate the value of the items I was storing, and told me it was fine and didnt matter if I didnt know the exact amount. He then gave me the lowest insurance coverage plan. I discovered on 8/31/22 that the building was NOT climate controlled; the ** was either broken or not in use. My unit was completely overrun with mold and rodent urine. I had to throw away $4000 worth of stuff, some of which was sentimental and cannot be replaced. Because the employee was not specific enough about insurance, I was only able to get half of the $4000 covered. Extra Space offered me NOTHING in compensation for what I went through. All I want is a refund for the rent that I spent while leasing one of their units and the remaining dollar value that I lost while leasing from them. My things were ruined 100% due to their deceit and negligence.

  

  Business Response

  Date: 09/11/2022

  Extra Space Storage would like to thank ******* for reaching out. We understand the frustration and hope to clarify. Extra Space Storage would like to acknowledge that customers are required to insure their items to the full value, either by using our third-party provider, their own personal insurance, or altering the lease agreement and signing a waiver. Customers may choose which option works best for them. In addition, Extra Space employees are not insurance salesmen and as every policy is different we do not assume that offsite storage is covered. Upon further review of ******************** account we see that she estimated the total value of the items she would be storing was worth $2,000. According to the lease: "Customer shall maintain comprehensive insurance coverage of at least 100% of the actual cash value of all personal property stored in the Space against damage by water, fire, extended coverage perils, vandalism and burglary. To the extent Customer does not maintain insurance for the full value of the personal property stored, or fails to maintain insurance at all, Customer bears all risk of loss or damage." As such, tenants are required to maintain insurance for any damage **************** should pursue any claims with the insurance company. Extra Space does not guarantee the safety of our facility, or the personal property stored by our customers. Pursuant to the lease "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." ******************************************* is not responsible for humidity damage. Extra Space does not guarantee the safety of our facility or the personal proper stored by our customers. Regarding the facilities climate-controlled spaces, pursuant to the lease Article 17: "Climate controlled spaces are heated and cooled depending on outside temperature. These spaces do not provide constant internal temperature or humidity control. Operator does not warrant or guarantee temperature or humidity ranges in the Space due to changes in outside temperature and humidity, or due to other considerations, and Customer understands and assumes the risk of climate-controlled spaces not meeting certain temperature and humidity requirements." Therefore, the lease clearly states that Extra Space cannot control the exact temperature of the space and that **************** assumed the risk of any potential humidity damage. For the reasons mentioned above Extra Space has followed the polices laid out in our lease agreement therefore no refund is due as the space was still occupied by ******************** belongings. We would advise **************** to continue working the insurance company in regard to any additional compensation. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17900953
  
  I am rejecting this response because:I left my things with Extra Space under the knowledge that my unit was climate controlled. I paid EXTRA for a climate controlled unit. The day I discovered the mold the manager herself told me the building should be at 80 in the summer and the ** must be broken. That is NOT my fault. And it would have been broken for a significant amount of time with that amount of mold growth. Furthermore, your employees should be well trained and well versed on how to discuss the different levels of insurance that you REQUIRE customers to purchase. You have lost not only my business, but the business of so far 3 other people in the community that saw my complaint and are moving their things to a different facility run by a different company. Extra Space is a multi-million dollar company and should be taking the SLIGHTEST of responsibility for the damage they caused. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/16/2022

  Extra Space Storage would like to thank ****************** for reaching out. We understand the frustration and hope to clarify. We would advise **************** to continue working the insurance company in regard to any additional compensation. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Extra Space would like to acknowledge that customers are required to insure their items to the full value, either by using our third-party provider,their own personal insurance, or altering the lease agreement and signing a waiver. Customers may choose which option works best for them. In addition,Extra Space employees are not insurance salesmen and as every policy is different, we do not assume that offsite storage is covered. Upon further review of ******************** account, we see that she estimated the total value of the items she would be storing was worth $2,000. According to the lease:"Customer shall maintain comprehensive insurance coverage of at least 100%of the actual cash value of all personal property stored in the Space against damage by water, fire, extended coverage perils, vandalism and burglary. To the extent Customer does not maintain insurance for the full value of the personal property stored, or fails to maintain insurance at all, Customer bears all risk of loss or damage." As such, tenants are required to maintain insurance for any damage **************** should pursue any claims with the insurance company.Extra Space does not guarantee the safety of our facility, or the personal property stored by our customers. Pursuant to the lease "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." ******************************************* is not responsible for humidity damage. Extra Space does not guarantee the safety of our facility or the personal proper stored by our customers.Regarding the facilities climate-controlled spaces, pursuant to the lease Article 17: "Climate controlled spaces are heated and cooled depending on outside temperature. These spaces do not provide constant internal temperature or humidity control. Operator does not warrant or guarantee temperature or humidity ranges in the Space due to changes in outside temperature and humidity, or due to other considerations, and Customer understands and assumes the risk of climate-controlled spaces not meeting certain temperature and humidity requirements." Therefore, the lease clearly states that Extra Space cannot control the exact temperature of the space and that **************** assumed the risk of any potential humidity damage. For the reasons mentioned above Extra Space has followed the polices laid out in our lease agreement therefore no refund is due as the space was still occupied by ******************** belongings. We would advise **************** to continue working the insurance company in regard to any additional compensation. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you. 

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a unit with you in *****, ** you had a company come in and change/fix my unit door and that company damaged items inside my unit I had filed an insurance claim but apparently the insurance company that provides coverage does not return calls or e mails I have tried everything in my power to communicate but it is all in vain I have contacted your local office here I'm sure there is a way you can get involved and reach out to them and ask them to contact me in regards to this existing claim I was advised legally to contact you first and make you aware of the situation before taking the next step to have the claim resolved.I kindly thank you for your time.

  

  Business Response

  Date: 09/08/2022

  Extra Space Storage would like to thank ***** for reaching out. We have notified the District Team who has attempted to contact ****************** without success. There is a form ****************** will need to complete, so the rental office can send it to the vendor on her behalf. We would advise ****************** to please contact the rental office at ************** or use the number left on her voicemail to discuss this matter further. Thank you.