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

  1105 Mount Vernon Hwy NE Atlanta, GA 30328-4596

• 

  Extra Space Storage

  2376 Fairburn Rd Douglasville, GA 30135-1443

• 

  Extra Space Storage

  600 Virginia Ave NE Atlanta, GA 30306-5125

• 

  Extra Space Storage

  851 W Esplanade Ave San Jacinto, CA 92582-4543

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:09/02/2022

  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.

  Due date change requested at no charge in March/April. CSR committed to said change at no charge. Did not implement. Therefore we are charged an additional $20 per month totaling $102 for only 2 weeks access to the unit even tho were paying for the entire month. The desired result requested is the due date change at no charge allowing full months access.

  

  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 took ownership of this facility in September of 2021 and all customers were sent a Welcome Letter to the address we have on file. A lease agreement was also included with the welcome letter so customers could review the terms of their new lease agreement, sign all forms, and return it to the rental office. **************** signed the lease agreement for her storage space on 4/30/2021 entering into a business agreement with Extra Space and therefore agreed to the terms of the lease. The paid through date for ******************** storage space is on the 29th of every month. Upon further review of ******************** account we see that on 1/7/2022 she inquired about changing her due date to the 15th or the 16th. Then on 1/14/2022, **************** informed the office that she wasn't going to change her due date, because it would cost too much. In order for Extra Space to change a customer's due date the account would need to be current and the customer would need to pay the prorated amount from the current due date of the unit to the new due date of the unit. The lease does explain the difference between the due date and the paid through date. According to the lease 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  ******  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. The lease also states that "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". Further, the total to change ******************** due date from the 30th to the 15th of every month would be $40.95. We would like to acknowledge as a gesture of goodwill on 9/1/2022, the rental office did offer to apply a credit of $20 to ******************** account as a onetime courtesy, however, the offer was not accepted. Extra Space does provide a grace ****** of 5-days after the paid through date in which customers can make their payments to avoid any late fees, however, if the account isn't paid before the 6th day a late fee is assessed and applied to the account. This policy is outlined in the lease agreement, which states "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." Extra Space does offer several options for customers to make their payments in a timely manner via our website, by phone, by mail, the drop box, setting up autopay, or in person by stopping into their local rental office. The rental office is open Monday-Friday from 9:30am to 6:00pm and Saturday from 9:00am to 5:30pm. We would advise **************** to contact contact the store directly at ************** or customer service at ************************** to be put in contact with a member of the District Team. Thank you.
  

• Initial Complaint

  Date:09/01/2022

  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.

  On July 23, 2022 at 6:45 pm a worker at Extra Space Storage address ********** st let the gate down too early which the storage close at 7:00pm and my vender cart umbrella was against the gate and the gate broke my umbrella which costed me around 600.00$ to get my umbrella fixed.I filed 15 claims against Extra Space Storage and no one reached out to me yet the claims specialist said someone will reach out to me within 5 business days and as of today its been 35 days. Please reach out to me at ************ Email: ************************** Please help me!

  

  Business Response

  Date: 09/07/2022

  Extra Space Storage would like to thank ******** for reaching out. Would ************ please confirm the name and account number associated with the rental account? Once we are given additional information we will respond accordingly. Thank you.

• Initial Complaint

  Date:08/30/2022

  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 rented out a storage unit in this facility, and were given directions on what to do since we were going to get there after regular business hrs. We were told how to get into the building and that a lock and key would be waiting inside. That night everything worked out just as the agent said it would. 3 days later my bf gets a call from the facility saying that we had not securely locked our unit. I leave work early and paid a friend to take me there to lock it. When I get there everything seems fine and the lock is locked. I go find an agent who tells me that we never put the latch on before putting the lock on. We were never told that this was something that was needed and it was not obvious just looking at the lock. I asked why we weren't told this. The guy says, "Well you said you came after hours right?" I said yes but we were given specific directions on what needed to be done and never told that. He says, "Well your bf obviously talked to someone in corporate and you should have called us directly." Why would I assume that someone in corporate wouldn't give us the correct information and why would I know to call you directly? He said that he had to call 5 ppl with the same issue that day. So clearly it's a problem. He says, "Either way it's common sense, and I have been checking my locked doors since I was like 4." Very rude and condescending. I'm telling him that I left work early and paid to come here when I could have just been given the correct information and had my things secured the first time. He was being so rude that I told him that the way he was talking to me would have been a problem if it had been my bf (he wouldn't have been that rude to him). He later called my bf and lied to him saying that I said I was going to have him beat up. My bf was on the phone and confirmed that I never said that, the agent took that lie back when he realized he got caught in it. Then he said that he could just cancel our contract "if it's going to be a problem."

  

  Business Response

  Date: 09/07/2022

  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.

• Initial Complaint

  Date:08/30/2022

  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.

  8.29.2022 Proper notice that my storage facility would not be accessible. I was moving out while the move out was occurring I was informed that I would have to vacate the property due to maintenance on the asphalt without prior notice. Additionally I was told to leave immediately and not allowed to secure my unit.

  

  Business Response

  Date: 09/07/2022

  Extra Space Storage would like to thank ***** for reaching out. We have notified the District Team who will attempt to contact ****************** to discuss this matter further. In addition, we would like to acknowledge that as a gesture of goodwill, the rental office did process a refund in the amount of $97, which was credited back to the card used for the previous payment. If ****************** has any questions or would like to discuss this matter further, she may contact the rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team. Thank you.

• Initial Complaint

  Date:08/29/2022

  Type:Product 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 been renting two units (in/out door) for 15 months. The outdoor unit has rodent issues. Mouse droppings were over all belongings. My initial complaint, went no where. Was told i should have acquired insurance. However, they did not mention or suggested to get insurance for rodent problems. Led to believe insurance was for fire, theft, water damage. Failing to provide me with full disclosure was a disservice to me b/c it did not give me a choice to rent elsewhere. My recent complaint 8/27/2022 led to nowhere, no resolution! Paying $600/mth and it's a disgrace how management's lackluster of care is atrocious. Was told that they would never disclose rodent issues to potential customers, in fear of losing business. I have this all recorded on video. Planning to seek legal action and report health violations! Management made no effort to remedy this issue.

  

  Business Response

  Date: 09/06/2022

  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: 09/07/2022

   
  Better Business Bureau:
  
  

  The location is 144 **********************************************************- storage rental  #***
  
  ***********************

  

  Business Response

  Date: 09/08/2022

  Extra Space Storage appreciates ***** contacting us on this matter and providing additional information. Unfortunately, we are not able to disclose any account information with anyone other than the lease holder with our company. Extra Space is more than willing to discuss any issues with *************************, as they are the lease holder and primary on the account. Just to clarify, Extra Space does require customers to insure their property. Extra Space does not guarantee the safety of our facility or the personal property stored by our customers. We would advise ************************* to contact their local rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team. Thank you.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17791177
  
  I am rejecting this response because: My husband and I have both complained to management about  rodent issues. We were NEVER informed that they have rodent issues. They never informed us or suggested to take insurance due to the nature of rodent issues. We will seek legal action. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/12/2022

  Extra Space Storage thanks ***** for reaching out. Unfortunately, we again are not able to disclose any account information with anyone other than the lease holder with our company. Extra Space is more than willing to discuss any issues with *************************, as they are the lease holder and primary on the account. Just to clarify, Extra Space does require customers to insure their property. 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 their insurance company. We would advise ************************* to contact their local rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team. Thank you. 9/8/22: Extra Space Storage appreciates ***** contacting us on this matter and providing additional information. Unfortunately, we are not able to disclose any account information with anyone other than the lease holder with our company. Extra Space is more than willing to discuss any issues with *************************, as they are the lease holder and primary on the account. Just to clarify, Extra Space does require customers to insure their property. Extra Space does not guarantee the safety of our facility or the personal property stored by our customers. We would advise ************************* to contact their local rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team. Thank you.

• Initial Complaint

  Date:08/29/2022

  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 have a storage unit with this company located at ***************************************************************. My unit flooded on two separate dates. I have asked the facility to provide me a written letter that confirms the flooding on those dates and they have refused to provide a letter to support this claim.

  

  Business Response

  Date: 09/06/2022

  Extra Space Storage would like to thank ******* for reaching out. We understand the frustration and hope to clarify. Extra Space does require customers to insure their property. The lease requires that tenants insure their belongings in case of circumstances beyond our control.  According to the lease: "Customer shall maintain comprehensive insurance coverage of at least 100% of the actual cash value of all personal property stored in the Space against damage by water, fire, extended coverage perils, vandalism and burglary. To the extent Customer does not maintain insurance for the full value of the personal property stored, or fails to maintain insurance at all, Customer bears all risk of loss or damage." As such, tenants are required to maintain insurance for the full value of items in their unit in case of any damage. Therefore, ****************** was required by the lease to insure her goods for the full value of her goods, and she should continue to pursue any claims with the insurance company. Extra Space was Not Responsible for Damage from Flooding. Per the lease that tenant signed, Extra Space is not responsible for flood damage to the tenants property. 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." Therefore, Extra Space is not responsible for the flood damage. Instead, ****************** should see any compensation from her insurance company and provide them with any additional documents necessary for her claim. ****************** should look to weather experts for documentation on weather history, instead of Extra Space. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.
  
  

• Initial Complaint

  Date:08/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait and switch. Started out at $148 a month. Then jumped to $183 a month. They don't answer or return phone calls or emails unless you're potentially renting. After that, if you have any questions or concerns, you're ***. Give them your money and shut your mouth is the business metaphor.

  

  Business Response

  Date: 09/04/2022

  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 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 7/26/2022 notifying **************************** that as of 6/28/2022 his new rent rate would be $172 a month (not including the insurance option chosen at the time of rental).  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 would 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:08/25/2022

  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.

  On August 24th a district manager of some sort called the ****************** on me for a misunderstanding about an incorrect bill. This could have cost me my life. I am seeking legal action for this matter.

  

  Business Response

  Date: 09/01/2022

  Extra Space Storage would like to thank ***** for reaching out. We understand the frustration and hope to clarify. In accordance with the law if an account goes 30-days without payment the foreclosure process begins and the associated fees with the lawful foreclosure process are assessed. Extra Space does provide a grace ****** of 5-days after the paid through date in which customers can make their payments to avoid any late fees, however, if the account isn't paid before the 6th day a late fee is assessed and applied to the account. This policy is outlined in the lease agreement, which states "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." Phone calls were made to the phone number on file. Upon further review of ********************** account we see that the last payment made on his account was a partial payment prior to bringing his account current on 7/28/2022. Extra Space does not tolerate harassing and confrontational behavior. We would like to acknowledge that the police was called as a precaution as a safety concern. Extra Space did not contact the police due to racism or discrimination. If ****************** would like to discuss this matter further, he may contact the rental office at ************** or customer service at ************************** to be put in contact with a member of our District Team. Thank you.

• Initial Complaint

  Date:08/22/2022

  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.

  My issues began on 4/15/22, the day we moved into the storage. Upon the movers arriving, there was NO lock left in the unit as it was supposed to have been. Being that we moved in after office hours, we were forced to leave our storage unit unlocked until the next day. We had to call the call center number and have the call us back. When we went to get our lock and key the next day, we were told that the manager took the set home with her and we wouldn't be able to have it until the next day, 4/17/22. That conversation was filled with apologies and nothing else. Another incident after that came when speaking with a gentleman. Not sure if he was call center or belong to the office but when we called to make our payment, he asked if we would like to keep the card on file. We said yes. Well, a month later on 7/22, we were charged automatically. Apparently, card on file meant he signed us up for Easypay and we DID NOT agree to that. Not only were we on easy pay but out monthly payment went from $67 to $108. We immediately called the office when they open and spoke with whomever worked that day. She told us that "This was the result of a quarterly increase that is in the contract".When we asked when the next increase would be, she didn't know. We were never TOLD of this. She said she reached out to "internal affairs" about lowering it and would follow up. About 2 mins later she called back and said " We got it approved to only increase the rent by $6 and since we can't refund you, we will credit your account the difference" Today, 8/22/22, the payment is due for $90. I called the office yet again and got ******. She explained that there are no notes from that phone call and its"my word against no ones because they don't have all the same people working there anymore". She said she could request a decrease, again, but "it probably won't be approved because your unit is going for $87 dollars" The lack of accountability and integrity is sickening at the least.

  

  Business Response

  Date: 08/30/2022

  Extra Space Storage would like to thank ****** for reaching out. We understand the frustration and hope to clarify.  Rental agreements with Extra Space are strictly month-to-month, therefore rates are not guaranteed for any specified amount of time. Extra Space does review rates periodically which are based on the current market value for that specific sized unit. Pursuant to 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 30 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 current market value for the same size and type of space that **************** is renting is $87 a month. The rate change notice was mailed on 6/20/2022 notifying **************** that as of 7/22/2022 her new rent rate would be $82 a month (not including the insurance chosen at the time of rental). We would like to acknowledge that on 7/22, as a gesture of goodwill the rent rate for ******************** storage space was reduced to $70 a month (not including the insurance option chosen at the time of rental) and a credit of $12 was applied to the account as a onetime courtesy. In addition, on 8/22 ******************** rent rate was reduce further to $45 a month (not including the insurance option chosen at the time of rental) and an additional credit of $18 was applied to her 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 will not be reviewed based on market changes. We can also confirm that autopay has been turned off on ******************** account. Due to the rental rate being less than the current market value were unable to reduce her rate any further at this time. Thank you.
  
  

• Initial Complaint

  Date:08/22/2022

  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.

  I reserved a storage space at ****************************************************** for move in on August 20, 2022. The sign outside says one month free. Upon arrival ******************************* and ********************************* told me I wouln't be getting my first month free. I had called previous in the week to see if my POD could be on the property to be emptied. I was told yes. They turned the driver around before my arrival stating it couldn't be on the property. This will cost me a redelivery fee with PODS company.

  

  Business Response

  Date: 08/29/2022

  Extra Space Storage would like to thank ****** for reaching out. We understand the frustration and hope to clarify. Upon further review of the reservation for ****************, we see that the rental was never completed and no money was accepted. Unfortunately, the first month free promotion was not available for the unit size and type that **************** reserved. Extra Space does apologize that she was not happy with her most recent experience, however, our prices and promotions change daily depending on availability. We apologize that **************** was not happy with her most recent experience, however, some of our facilities cannot accommodate a POD being left on the property. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement. Extra Space reserves the right to refuse or deny any reservations prior to a rental agreement being signed. We would advise **************** to contact customer service at ************************** to discuss available promotions if she is still in need of storage. Thank you.