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
- 751 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:01/15/2025
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 was behind on my storage payment and the day they were going to auction I dropped off a check in the morning and had to go to work I got a phone call from them saying that they couldn't accept my check because it was written out wrong but they do accept checks the amount was right and the name was right on the check. So I proceeded to ask him if I could bring down anotherOne I was told that I could not come down and pay it anymore it was out of their hands cuz it was up for auction I thought the law stated that I can pay it up until the person who bought the stuff from the auction paid it but I was told no I could not
Business Response
Date: 01/15/2025
Extra Space Storage would
like to thank Mr. ****** for reaching out. We understand the frustration and
hope to clarify.Extra Space properly followed
the self-storage statute for the state of CA to sell this unit, including
sending notices to Mr. ******. We would like to acknowledge that the last full payment made on Mr. ******'s unit was on 11/1/24. Rent became due again on
11/4/24 and remained unpaid, therefore fees accrued per the lease
agreement and the unit progressed through the foreclosure process.Checks are NOT an acceptable form of payment when a unit is in foreclosure. Pursuant to the CA lease agreement, "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......If at the close of
business on the 30th day following the Customer’s 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."Phone calls were made to the
phone number on file regarding Mr. ******'s
account being past due. The Notice of Lien Letter was mailed to the
address we have on file for Mr. ****** on 12/11/24. As such, Mr. ****** was legally notified of the
auction date and time scheduled for his unit. We would like to acknowledge that auctions at
Extra Space Storage are held online and are open to public. Once a unit is
sold at auction the contents belong to the auction buyer. It is up to the
discretion of the auction buyer if the items are to be returned.
For the reasons mentioned above Extra Space has followed the policies laid out
in our lease agreement as well as the state lien laws governing self-storage. Thank youCustomer Answer
Date: 01/15/2025
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ******I was told I could not come down and pay the balance buy one of the employees when the law states differently she told me it was not allowed "out of there hands" the law says I can come and pay up until the auctionee comes and pays for the unit
Initial Complaint
Date:01/07/2025
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’ve had to move states (from TX to SC) due to ongoing medical issues. I have a small storage unit and since I’ve had the storage unit they increased the price with no explanation. I was originally paying $73 and it has since increased to $160. I also was told this was the smallest unit, which was also not true as there is a smaller one that would have been cheaper and fit my belongings. I am currently applying for disability due to a chronic illness (Lupus/SLE) and can not afford these payments. I also can not travel right now due to my illness and the cost as I can’t afford it. I have spoken to the management at this location and a customer service representative and the lowest they said they can do is $116 even though I was originally paying $73 in the first place. I have no options and I have medical documents I had to store there due to having to fly to the current state I’m in and I couldn’t take them with me or I would have and would have avoided this whole ordeal.Business Response
Date: 01/07/2025
Extra Space Storage would like to thank Ms. ******* ******** 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 Ms. ****** ********, as they are the lease holder and primary on the
account. We would advise Mrs. ******** to contact the local rental office or customer service at 1-888-STORAGE to be put in contact with a member of the District
Team. Thank you.Initial Complaint
Date:01/07/2025
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 just rented this storage space 4 months ago for $ 189.00 and was told that I'd be informed if/when they were going to raise the rent. It was happened in the past when this company did not inform me prior to raising the rent and it just happened again today. They raised the rent 15.5% on a 10x20 space without notifying me via email OR mail. I verified that they had my correct address when I rented this space.
I would like a readjustment back to the original price, because this isn't an ethical business practice and is NOT okay. On behalf of all storage unit customers, I'd like this fraudulent business practice to cease because Extra Space Storage is ripping customers off.Business Response
Date: 01/07/2025
Extra Space Storage would like to
thank Ms. ******* for reaching out. We understand the frustration and hope to
clarify. Extra Space does review rates periodically which are based on the
current market value for that specific sized unit.Pursuant to section 3 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 39 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. AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $189 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $317 FOR YOUR STORAGE UNIT."Proper notice is given of all
adjustments. Rate change notices are sent by USPS first class mail to
the address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested. The
rate change notice was mailed on 11/24/24 notifying Ms. ******* that as of 1/05/25,
the new rent rate would be $219, not including insurance selection at time of
rental or state tax.It is the responsibility of the customer to keep all contact info updated in order to receive notices. According
to the rental agreement: "Customer
shall notify Operator of any change in Customer's address or phone number
within ten (10) days of the change. Such notifications shall be (a) by
certified mail, return receipt requested, postage prepaid, (b) delivered in
person at the Facility's rental office (c) sent from customer via e-mail so
long as the change of address request originates from the e-mail address
Operator has on file for Customer, including the e-mail address provided in
this Agreement if applicable, or (d) made at ****************** via online
account management. Failure by Customer to notify Operator shall constitute a
waiver by Customer of any defense based on failure to receive any notice."Rental agreements with Extra
Space are strictly month-to-month, therefore, rates are not guaranteed for any
specified amount 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.For any rate
negotiations we advise Ms. ******* to contact the rental office or customer service at 1-888-STORAGE 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:01/05/2025
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 went to my storage unit Saturday, January 4, 2025 around 11:30 AM. Upon entry there was a very strong smell which ended up being the smell of rat feces and urine. It was all in my unit and on my boxes and containers. I had to trash quite a bit of items due to the strong urine smell and stain. I had no idea they had a rodent problem. For the size unit I have I am paying $132 and this is unacceptable. This needs to be addressed and some type of refund given along with treatment. I have been a long time customer and I’m very disappointed in this. The one box has glass in it and they chewed on it as well other bags and boxes.Business Response
Date: 01/06/2025
Extra Space Storage would
like to thank Ms. **** for reaching out. We understand the frustration and
hope to clarify. Extra Space Storage does have pest management controls in
place, and we do our best to control pests, however, this is also a combined
effort of all tenants to adhere to best practices that do not attract
pests.Extra Space does require
customers to insure their property. The lease requires that tenants insure
their belongings in case of circumstances beyond our control. If damage or loss occurs, It is the responsibility of the customer to contact their insurance company to file a
claim.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, Ms. **** was
required to maintain insurance for the full value of items in their unit in
case of any damage and has accepted all risk of loss or damage. Extra
Space does not handle insurance claims nor the compensation for insurance claims.
Any compensation needs to be brought up with the insurance company and their
claims adjustor. Extra Space does not guarantee the safety of our facility, or
the personal property stored by our customers.Pursuant to the lease
agreement, "customer's
personal property stored in the space or at the facility is not insured by the
operator against loss or damage".The lease also states "Operator is not a warehouseman engaged in
the business of storing goods for hire, and no bailment is created by this
agreement. Operator exercises neither care, custody, nor control over
customer's stored property and all property stored within the space or at the
facility by the customer shall be stored at the customer's sole risk."
We would advise Ms. **** to work with their personal insurance carrier and
claims adjustor towards compensation. Unfortunately, Extra Space does not
handle insurance claims nor the compensation for insurance claims or damages.
Thank you.Initial Complaint
Date:01/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been through multiple management changes with my unit, and ever since extra space became the managers, they have been extremely unprofessional. This one woman in particular. I dont know her name but she ALWAYS comes up to me to tell me ive been at my unit for longer as they have a 2 hour, drive up and drop off or pick up policy. I had my door closed halfway and she knocked and when i said hold on (i had just gotten done with a job interview and was changing my clothes before dinner with family) she swung my door open and told me im not allowed to do that and she had a smirk on her face. Then she told me ive been here too long anyways and need to leave. I told her i pay for this unit every month i pay rent for it and never come to it. She said i dont care. I never signed any policy that agreed to this. And i never have experienced as many rent price raises as i have with them. They need to knock my rent back down if im not even allowed to be there. And i hope they will make it right.Business Response
Date: 01/06/2025
Extra Space Storage would
like to thank Mrs. **** for reaching out. We understand the frustration and
hope to clarify.Section 12 of the CA lease
states "Customer shall not use the Space for any unlawful purpose
and expressly agrees not to use the Space for human or animal habitation."Also per the lease "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 storage facility is to be used strictly for storing items, dropping off or picking up items in storage. The units are not to be used as a changing area, sleeping area, work area or for any other usage. Loitering on the premises is not allowed. In review of Ms. ****'s account notes, Ms. **** has spent an inordinate amount of time at her unit and has
attempted to keep the door closed while inside. Both of these practices are against store policy which is simply being enforced by the on site staff. The district team will continue to monitor all customer's activity on the property to ensure the rules are being followed.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, "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 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 of all
adjustments. Rate change notices are sent by USPS first class mail to
the address on file. Copies of all mailed notices are kept on file and can be
re-printed by the store team, if requested. 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. For any rate
negotiations we advise Ms. **** to contact the rental office or customer service at 1-888-STORAGE 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:01/04/2025
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 had my storage unit broken into and contacted the Store manager and the local police. I asked the store manager to review the cameras and give her a window of time of when the incident might have occurred based on when my google account was signed out on my laptop. She said she would do it when she got to it. I contacted the local police and ask if they could assist in the matter and she was unwilling to allow them intervene. I reached out to her numerous times and even requested to speak to the regional manager. At one point she called me to ask me for the other unit I have access to saying she had to do an audit on the units.I told her she needed to contact the owner of that unit to get that information. She then proceeded to obtain that information without contacting the owner of that unit. Later on i found out that she made up some fake audit story because she wanted to review the cameras to see if I took my items and put them in the other unit and then claimed theft. So basically instead of doing her job to help me retrieve my stolen items she basically discriminated against me and accused me. I still have not gotten any information from her and I have followed up several times.Business Response
Date: 01/06/2025
Extra Space Storage would like to thank Ms. ******** for reaching out. Unfortunately we have not been able to locate
a current account which matches the contact details provided in this complaint.
Would Ms. ******** please confirm the full name and
account number associated with the rental? We also need the exact address of
the location where Ms. ********'s belongings were being stored. Once we are given
additional information we will respond accordingly. Thank you.Customer Answer
Date: 01/06/2025
Complaint: ********
I am rejecting this response because they are requesting additional information.The name on the account is ****** ********, his phone number is ###-###-####. I am a listed person on the account. The extra space storage address is **** ****** ******, North Charleston, SC 29406
Sincerely,
****** ********Business Response
Date: 01/07/2025
Extra Space Storage would like to thank Ms. ******** 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 Mr. ********, as they are the lease holder and primary on the
account. We would advise Mr. ******** to contact the local rental office or customer service at 1-888-STORAGE to be put in contact with a member of the District
Team. Thank you.Initial Complaint
Date:01/03/2025
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.
Disappointing Security and Management Practices
I am deeply disappointed and frustrated with my recent experience at this storage facility. My entire storage unit, filled with a valuable collection of sneakers, was stolen due to what appears to be gross negligence on the part of the management and a failure to provide adequate security measures.
When I arrived at my unit, I found that the door to the storage area was broken, allowing anyone unrestricted access to the facility. A detective who investigated the theft confirmed that he had received a report earlier that week about the very door closest to my unit being broken. Which he has noted on my police report. Despite this, no steps were taken to repair the door or secure the area, leaving my belongings completely vulnerable.
Adding to the negligence, the facility has no alarm system or video surveillance in place to deter or track criminal activity. I have video evidence that shows the door was not locked during this time, further highlighting the lack of care and attention to security.
The circumstances strongly suggest that this may have been an inside job. It’s hard to believe that a theft of this scale could occur without some level of knowledge or assistance from someone with access to the facility.
I trusted this facility to protect my belongings, and they failed completely. The lack of security measures, failure to act on reported issues, and overall disregard for their customers' property is unacceptable. I would not recommend this storage facility to anyone who values the safety of their belongings.
If you are considering storing anything of value here, think twice. The management's failure to address clear security vulnerabilities has cost me thousands of dollars and irreplaceable items. Their lack of accountability and transparency in this matter is truly disappointing.Business Response
Date: 01/06/2025
Extra Space Storage would like to thank Ms. ***** for reaching out. Unfortunately we have not been able to locate
a current account which matches the contact details provided in this complaint.
Would Ms. ***** please confirm the full name and
account number associated with the rental? We also need the exact address of
the location where Ms. *****'s belongings were being stored. Once we are given
additional information we will respond accordingly. Thank you.Initial Complaint
Date:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been paying over $300 a month for my storage unit for over a year and now within the last month my gate code does not work and there's a security guard at the gate who has a code that does work and won't let you in unless you have ID for the unit owner I can't have my wife go there I can't have any workers go there and if I forget my ID I can't get into my unit because my gate code no longer works this is totally unacceptable and the workers in the office tell me oh well I started off paying $240 a month and has done nothing but go up to well over $300 a month. I never signed in an agreement saying it was okay for my gate code did not work and have to have ID in order to get into my storage I want my money back and I didn't want money to move everything out of my storage to a different facility and there's no way to get a hold of anybody in corporate or hire up besides the people in the office at my facilityBusiness Response
Date: 01/06/2025
Extra Space Storage would like to
thank Mr. ***** for reaching out. We understand the frustration and hope to
clarify.The location that Mr. ***** is renting at is currently experiencing gate software issues which prevent regular use of the gate by customers. Security has been posted on site in order to verify customer identities while the electronic gate system is down. This is a necessary precaution, without which we would have no access controls at the facility during this time. The new system
should be completed in the next day or two.
As a courtesy the district manager has applied a $298.00 one-month credit to Mr. *****'s account.Thank you.
Initial Complaint
Date:12/30/2024
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.
This is the second time I have had issues with extra space storage regarding a payment plan. I have called about a month ago to set up a payment plan. I received no call back. I told them that an organization that helps disabled veterans would pay the storage in Feb. They did not escalate. When I called today, a man named Tony said he didn’t know who his regional was (who helped me before) and said a man named Kyle who is a district manager would assist. He said Kyle has instructed them to ask for more money for a down payment. A lot of my stuff from Iraq is in there as well as other items. I pay an absorbent amount of late fees because I cannot lose my items. Please assist. Thank you.Business Response
Date: 01/02/2025
Extra Space Storage would
like to thank Ms. ******* for reaching out. We understand the frustration and
hope to clarify.Extra Space is properly following the self-storage statute for the state of VA to sell this unit, including
sending notices to Ms. *******. We would like to acknowledge that the last
payment made on Ms. *******'s unit was on 11/07/24. Rent became due again on
11/08/24 and remains unpaid, therefore fees have accrued per the lease
agreement.Pursuant to the lease
agreement that Ms. ******* signed, "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......If at the close of
business on the 30th day following the Customer’s 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."Phone calls were made to the
phone number on file regarding Ms. *******'s
account being past due. The Notice of Lien Letter was emailed to the
address we have on file for Ms. ******* on 12/20/24 and shows as delivered to
her mailbox successfully. As such, Ms. ******* was legally notified of the
auction scheduled for her unit. We would like to acknowledge that auctions at
Extra Space Storage are held online and are open to public. Once a unit is
sold at auction the contents belong to the auction buyer. It is up to the
discretion of the auction buyer if the items are to be returned.Also per the lease, "CUSTOMER
ACKNOWLEDGES AND AGREES THAT CUSTOMER'S PERSONAL PROPERTY STORED AT THE
FACILITY WILL BE SUBJECT TO A CLAIM OF LIEN IN FAVOR OF OPERATOR FROM THE DATE
THE MONTHLY RENTAL CHARGE AND OTHER CHARGES ARE DUE AND UNPAID, AND FOR
EXPENSES REASONABLY INCURRED IN THE SALE OR DISPOSITION OF CUSTOMER'S STORED
PERSONAL PROPERTY. IF CUSTOMER FAILS TO PAY RENT AND OTHER CHARGES FOR A
CONTINUOUS THIRTY (30) DAY PERIOD, OPERATOR MAY SELL CUSTOMER'S PERSONAL
PROPERTY IN A COMMERCIALLY REASONABLE MANNER AFTER GIVING CUSTOMER REASONABLE
NOTICE, IN ORDER TO SATISFY SUCH LIEN. CUSTOMER AGREES THAT ANY SPACE
ADVERTISED AND SOLD USING AN ONLINE AUCTION PROVIDER IS DEEMED TO BE SOLD IN A
COMMERCIALLY REASONABLE MANNER. Operator may enforce Operator's Lien by selling
Customer's stored personal property at public sale, in accordance with the
provisions of applicable law, and apply the net proceeds from such sale to the
payment of all sums due to Operator. This remedy is cumulative with and in
addition to every other remedy given hereunder or hereafter existing at law or
in equity. It is further understood that the date of sale of Customer’s
property pursuant to this section, if applicable, shall constitute the date of
termination of this Agreement. In the event of a foreclosure of Customer's
interest in the Space, it is understood and agreed that the liability of
Customer for the rents, charges, costs and expenses provided for in this
Agreement shall not be relinquished, diminished or extinguished prior to payment
in full. Operator may use a collection agency to secure any remaining balance
owed by Customer after the application of sale proceeds, if any. If any
property remains unsold after foreclosure and sale, Operator may dispose of
said property in any manner considered appropriate by Operator in its sole
discretion."A review of the account shows that Ms. ******* has already spoken with the district manager on 12/31/24. The DM went over the Pay To Vacate and Payment schedule as options to assist in keeping items which had already been offered by the store manager. Ms. ******* stated they were interested in the payment schedule but needed to know more about VA policy changes and would have that information by 1.8.24. Ms ******* stated she would contact the DM regarding her ability to complete the payment schedule after that time. The DM informed the customer that we would need to find a solution prior to the auction date in order for the customer to retain items.
For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement as well as the state lien laws governing self-storage and therefore will not be able to stop the sale of the unit. We would advise
Ms. ******* to continue working with the district to resolve her payment issues before the sale of the items. Thank youCustomer Answer
Date: 01/02/2025
Complaint: ********
I am rejecting this response because:While their policies are outlined I am rejecting the response due to discrimination. I told Tony a year ago that we needed some accommodations and he said they don’t exist.
Furthermore they called me once and I told them that I needed accommodations due to the disability of my husband. And they refused. I am not sure who provided this response however the DM left out alot of information. Particularly the accommodations request.
I did not want to go this route. However I have contacted the office of human rights as I have told extra space storage that we needed accommodations due to the veterans status as disabled. Since Extra space will not provide those accommodations Arlington Human Rights Division is in receipt of my complaint.
I understand their policies. However, there are also policies that protect people who otherwise are affected by things they cannot control. It is true I am waiting on veterans, however due to my husbands disability I had to pay over $1000 yesterday for medical. If veterans affairs doesn’t answer in a timely manner, Extra Space will continue to deny the accommodations that were requested and they will sell my items as they mentioned above. It is a very discriminatory act. BBB acts as a middle man. The state of Virginia can take over from here as Extra Space storage has already denied the accommodations by stating their policies again.
I wish things could’ve been solved with Kyle the DM however I see that they will not accommodate a disabled person and continue their discriminatory practices.
many veterans in the world who have served this country are successfully thriving despite their visible and invisible injuries. There are those of us who have been harmed far beyond what we should’ve sustained, and lose more than can ever be reciprocated.
For a large company like Extra Space Storage to not assist the nations wounded at their darkest hour is dehumanizing. And for them to put me through all of this to keep items from a war that could’ve collapsed the Nation…says a lot.
I will continue to reject this response. To deny disability accommodations is an act of discrimination.
Sincerely,
***** *******Initial Complaint
Date:12/30/2024
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 11/22/2024 I rented a storage unit from Extra Space Storage at **** ********** ** Virginia Beach. I agreed to a monthly rate of $89. I was told a promotion existed that if I paid for the first two months then I would receive a discounted rate. I paid for November and December at that time and was told my next payment would be January 22 2025 as reflected on the receipt transaction #*********. On December 22 my credit card was charged $180 from Extra Space Storage. I called the store and was greeted by Deona. I asked for Jack the store manager who I worked with in November and was informed that he was no longer at that facility. Deona told me she was the store manager and then proceeded to tell me that my unit was now $180 a month. I tried to explain that was not the contract I had agreed to. She said that's the way it isBusiness Response
Date: 01/02/2025
Extra Space Storage would like to
thank Mr. ***** for reaching out. We understand the frustration and hope to
clarify.Pursuant to the lease agreement that Mr. ***** signed on 11/22/24, the monthly rental charge is $178 for his unit. This is stated in bold type at the top of the first page of the lease. This document was signed and therefore its terms were agreed to by Mr. *****. Section 3 of the lease also states "AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $178 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $178 FOR YOUR STORAGE UNIT."
Mr. ***** was provided with a move in promotion which provided him the 2nd month free of rent. The initial move in payment included a fee of $178 for the first month and no charge for the 2nd month. When the 3rd month became due, it was again $178 which matched the first months' payment already made by Mr. ***** as well as matching his lease agreement.
Extra Space Storage would like to acknowledge that as a
gesture of goodwill, on 12/23/24, the District Team offered Mr. ***** a rent reduction to $130 monthly as a one-time courtesy to resolve the complaint on this unit. Mr. ***** instead opted to vacate the unit.For the reasons mentioned above Extra Space has
followed the policies laid out in our lease agreement. Thank youCustomer Answer
Date: 01/07/2025
Complaint: ********
I am rejecting this response because the statement made in paragraph 3 falsely represents the events which occurred; “When the 3rd month became due, it was again $178 which matched the first months’ payment…”I did pay $178 and was suppose to receive the 2nd month free, but on 12/22/24 I was charged another $178. When I contacted ExtraSpace the manager who made the contract no longer worked there and the new manager was very frustrated I had been given such a wonderful rate of $98/month. I was told my rent had increased and my new monthly rent would be $178.
As a result, I moved out of the unit on 12/31/24, refusing to do business with a company that cannot honor there agreements. I would like the remainder of my lease prorated and refunded.
Sincerely,
**** *****Business Response
Date: 01/07/2025
Extra Space Storage would like to thank Mr. ***** for reaching out.
We can confirm that Mr. ***** did not have any rental rate increase. His rate remained the same as the first day he signed up for storage. Pursuant to the lease agreement that Mr. ***** signed on 11/22/24, the monthly rental charge is $178 for his unit. When the 3rd month became due, it was $178 which matched the first months' payment already made by Mr. ***** as well as matching his lease agreement.
Extra Space Storage would like to acknowledge that as a gesture of goodwill, on 12/23/24, the District Team offered Mr. ***** a rent reduction to $130 monthly as a one-time courtesy to resolve the complaint on this unit. Mr. ***** instead opted to vacate the unit.
For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and will not process a prorate or refund of rent that was valid and owed per teh lease. Thank you
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.