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:08/21/2022

  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.

  The facility I stored my items was located on ************** in **********, **. Security is virtually non-existent. They have numerous break-ins and have made great efforts to keep the people renting the lockers from knowing about them. None of these crimes are ever solved, and stolen items never recovered. Despite reassurances that they are correcting the problems, that is just completely untrue and break-ins with entire lockers trashed and pilfered is a recurrent problem. I moved out the same day after I discovered a break-in and they refused to refund the remainder of my rent until I threatened to take them to court. The company refused to respond to e-mails and phone calls. Even after multiple break-ins, security was virtually non-existent. The company refused to assist in my filing a police report, and would not agree to pay even part of my insurance deductible despite their *** security and high rents.

  

  Business Response

  Date: 08/29/2022

  Extra Space Storage would like to thank ******* for reaching out. We understand the frustration and hope to clarify. Extra Space started managing this facility in January of 2021 and all customers were sent a Welcome Letter to the address we had 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.  In the welcome letter it states that the new lease agreement will become effective by a certain date and asked the customer to contact the rental office with any questions or concerns. Extra Space does encourage customers to insure their belongings in case of circumstances beyond our control, such as theft. 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". Upon further review of ***************************** account we see that he did choose to forgo the storage specific coverage and instead elected to use his own. 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 customer shall be stored at customer's sole risk". It is the responsibility of the customer to contact the police department and file a police report, as well as their insurance company to file a claim.  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." We would advise ****************** to continue to work with his insurance company and their claims adjustor in regard to any compensation. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17749862
  
  I am rejecting this response because: ExtraSpace storage demonstrated gross negligence in failing to ensure that even minimal security measures were in place.  

  1.  The security cameras were not functioning

  2.  The outside gates were left open and freely accessible to the property after hours.

  While the contract is worded to absolve them for any liability, for anything, the company had willful knowledge of negligent security measures, at many levels, over a several month period during which multiple breaks-in occurred, and failed to take corrective action or even notify the tenants.  If nothing else, this represents very poor business practices for which they were charging customers top dollar.  *********** should accept some degree of responsibility for this lack of security which they assured us was a very safe place to store our possessions.  If not, the public should be informed and protected from the shoddy business practices such as clearly demonstrated by ExtraSpace Storage.  I would expect at least some monetary compensation. 
  
  Sincerely,

  
  *****************************

  

  Business Response

  Date: 09/06/2022

  Extra Space Storage appreciates ******* for contacting us on this matter. Customers are encouraged to 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 any theft or damage and ****************** should pursue any claims with his insurance company. 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. 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." ******************************************* does not guarantee the safety of our facility or the personal property stored by our customers. The facility does have working 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 nor the compensation for insurance claims, theft, or damage. We would again encourage ****************** to continue working with the Detective in charge of his case as well as his insurance company and their claims adjustor for any compensation. Even though ****************** elected to decline coverage and assume 100% responsibility, we have notified the District Team and if there is anything more that can be done on our end they will contact ******************. Thank you.

• Initial Complaint

  Date:08/18/2022

  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 took out two storage spaces on April 27th 2022. I was paying approximately $83 for the larger space and $52 for the smaller space at ****************************************************** **.When I had a small item to throw away, the person at the front desk said I could put it beside the dumpster outside. I asked why beside and not in the dumpster. She said I can't put it in the dumpster and only beside. After that, I only placed items beside the dumpster after it had been put outside the property for the day (because I can only go to the space in the last open hours of the day due to my work).I was shocked at the start of August to find that I was fined $25 for leaving a bubble mailer on top of the dumpster after it had been placed on the curb! I contested it, and they made a false claim that I was told I could NOT put garbage by the dumpster, when I'd been told the exact opposite! I looked over my contract with the business, and there is NO mention that garbage cannot be put in the dumpster (which makes one ask: why is there a dumpster on the Extraspace site if customers cannot use it? and why is there no place for customers to put trash to begin with?). There is no mention of a $25 fee if trash is put in or near the dumpster.I was even more shocked on August 16th to find that my $83 space was now $165. The contract states I would be emailed about rate increases, yet I never received any email, nor did the person who called me on the phone for payment tell me how much I was being charged. After I got off the phone, my jaw dropped to see the charge notification on my phone.It is clear to me that $165 is the actual price of the unit, and the $83 is to lure in unsuspecting customers in the first three months. Nor is it an introductory rate, as that was never stated on the website or in the contract prior to my moving in.I want the $25 refunded and I want my rate to go back down to $83 or I will leave immediately and I will lodge a complaint with the attorney general.

  

  Business Response

  Date: 08/28/2022

  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 $174 a month. The rate change notice was mailed on 7/8/2022 notifying ******************** that as of 8/12/2022 her new rent rate would be $165 a month. Upon further review of ************************ account, there were several conversations where the rental office informed ******************** the dumpster was not for customer use due to it's size. Pursuant to the lease "Any property left behind will be considered abandoned property and Operator may dispose of such in a manner that Operator sees fit. If Operator is forced to dispose of any abandoned property or forced to clean the Space, Operator may charge Customer a reasonable cleaning fee, which shall be an amount no less than $50.00." 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. There will be no refund for the trash removal fee on the smaller vacated unit, as ******************** left trash on the property the rental office had to dispose of. Due to the rental rate being less than the current market value were unable to reduce her rent rate for the larger unit any further at this time. Thank you.
  
  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17740062
  
  I am rejecting this response because:

   

  this is not an issue about abandoned property. this is about a bubble mailer i was told i could dispose of in your dumpster on site, which is an object in which one disposes of things. i was given permission to as well.

   

  further, ** law states you cannot increase the rent on a perceived increase in the market: you must provide proof of the increase in valuation of the property.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/06/2022

  Extra Space Storage appreciates Aurora contacting us on this matter. Rental rates are subject to change with a 30-day written notice and all legal requirements around rate increases are followed. Extra Spaces increase is in line with the going rate for this size and type of unit. Extra Space reviews 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." Proper notice is given on all adjustments. The current market value for the same size and type of space that ******************** is renting is $174 a month. The rate change notice was mailed on 7/8/2022 notifying ******************** that as of 8/12/2022 her new rent rate would be $165 a month. We would again like to acknowledge that the rental office did inform ******************** on several occasions the dumpster was not for customer use due to it's size. On 6/27/2022, the trash fee of $25 was applied to ************************ account. Per the lease: "Any property left behind will be considered abandoned property and Operator may dispose of such in a manner that Operator sees fit. If Operator is forced to dispose of any abandoned property or forced to clean the Space, Operator may charge Customer a reasonable cleaning fee, which shall be an amount no less than $50.00." For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement, therefore no refund of the trash fee is due, as ******************** left trash on the property the rental office had to dispose of. Due to the rental rate being less than the current market value were unable to reduce her rent rate for the larger unit any further at this time. Thank you.

• Initial Complaint

  Date:08/16/2022

  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 continuously had issues with the app couple months ago talk to **** in Burlington about my issue, I cannot go online and login I cant reset my password **** Eventually reached out to me andsaid she cannot help me, That she will give me the number to tech-support. I did OK, the number she gave me, I have the same number for tech-support they still have not been able to help me get back into the swing of things and pay online now, my account is PAST due. in the past before **** it was ***** at the Burlington site and a couple times I had problems logging on but eventually they got fixed, but I am a truck driver, It cost me money to come back to ********** to come in the **** personally.. for the issue to pay. ( extra space storage in Burlington all week ******(starting AUG ******* )and whoever the guy was there. On sat Aug 13.2022My balance was$80. and like 29 cents wen I left to go get my other bank card. By the time I got back sat Aug13.2022 they were closed. Tried to go online sat Aug13.2022 / could not log on. Attempted the automated system. Would not go thrru!!(After a CERTAIN amount of ATTEMPS.. on the bank side, it locked my card/ assumming there was a fraud/ aug14,2022 had had to wait for my bank to open, then, get my card unlocked then went to check the balance, money still on my account, then tried to pay AUTOMATED again while at the bank Now (aug *******) its saying I owe200sumthin ( and I cant get no one on the phone that can help. So I've EMAILED the site twice. Then, Monday morning August ******* im there at 925am(10 Cadillac rd) ****** pulls up around 931am. I then tell him everything that happened. He said, he would write up a ticket and email it to the team and 1would get back to me, aug16. 2022 ************* said the management team will only give60 credit. *** TEAM will not reach out.I told him this is not fair I am being penalized and please email them to call me, then called800 to escalate.

  

  Business Response

  Date: 08/24/2022

  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 full payment was made on 6/10/2022. We would like to acknowledge that on 8/18/2022, as a gesture of goodwill a $60 credit was applied to ****************** account to help offset the fee. Further, ************** was offered the option to make a partial payment. ************** agreed and signed the partial payment forms on 8/10/2022, which state "Customer recognizes that the partial payment referenced above is not a payment in full of past due rent and/or fees (or in cases of a partial prepayment of future rent, Customer acknowledges that rent for a future month is not paid in full). Amounts owed will continue to increase at rates provided in the Rental Agreement until paid in full or the personal property is sold. If your account is delinquent, the partial payment referenced above WILL NOT stop the sale of your personal property. Extra Space will continue with the notice, advertisement, and auction of your property pursuant to the terms of the rental agreement and pursuant to local lien laws unless all the rent and fees are paid in full." We would advise ************** to contact the rental office at ************** to discuss the credit offer and possible payment arrangements or customer service at ************************** to be put in contact with a member of the District Team to discuss this matter further. Thank you.

• Initial Complaint

  Date:08/16/2022

  Type:Billing 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 never received any explanation as to my bill has doubled in the recent months. When I call my local store they tell me its just the way it is and thats what new customers are paying. I started paying $80 a month and now my bill is almost $160. They have done nothing for me or the property. I park my trailer outside! No cover. The gate is broken at least 2xs a month. Homeless people come in the side gate which has not worked for years now. I was approached by one of them a few weeks back trying to get into the building saying he forgot his code. I want my Bill lowered to what it was when I signed up and I want the facility to be secure.

  

  Business Response

  Date: 08/24/2022

  Extra Space Storage would like to thank ***** for reaching out. Would ************** please confirm the name on the rental account? We also need the account number associated with the rental account and the exact address of the location where his belongings are stored. Once we are given additional information we will respond accordingly. Thank you.

• Initial Complaint

  Date:08/15/2022

  Type:Billing 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 12th I rented a unit at this facility, I informed them that the next monthly payment I was going to do it in Cash only, however they kept my credit card information and ran my credit card yesterday Aug 11 without my authorization, also when I checked my account online they had selected auto pay, again without my authorization. I went yesterday to the facility to make payment but no one was at the office, and have not been able to speak to anyone there so far, I had to get a new debit card from my bank due to their actions.

  

  Business Response

  Date: 08/24/2022

  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. Just to clarify, **************** signed the lease agreement for her storage space on 7/12/2022 and was sent an automatic email to the email address she provided confirming that she was enrolled in Autopay. We would like to acknowledge that on 8/18/2022 the payment in the amount of $289.50 was refunded back to ******************** card. The paid through date was on the 11th of August, so the rental payment was due on the 12th of August. 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. Pursuant to the lease agreement that **************** 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."  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 to discuss payment arrangements. Thank you.

• Initial Complaint

  Date:08/15/2022

  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.

  The management at this Extra Space Storage ***** and District Manager **************** have been notified that there has been a release of my information including my Ca DL #, phone number, ssn, address, and information about myself and multiple other information. I have repeatedly asked for them to not release my personal information and speak it over the phone. I would like to file a formal complaint because this has happened to me over and over and over again.

  

  Business Response

  Date: 08/23/2022

  Extra Space Storage would like to thank **** for reaching out. Would ****************** please confirm the name on the rental account? We also need the account number associated with the rental account and the exact address of the location where her belongings are stored. Once we are given additional information we will respond accordingly. Thank you.

• Initial Complaint

  Date:08/15/2022

  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 moved my belonging into a unit located on ************** in *********. This unit was infested with rats and ruined my belongings. They did file a insurance claim to get a settlement , but so far all I have received is a run around. I have provided all the photos and documents they requested. This company wanted to send me Tide to wash all the f**** caused by the rats, which I found unacceptable due to health concerns. I will send all photo's and documents to support this complaint.

  

  Business Response

  Date: 08/23/2022

  Extra Space Storage would like to thank ***** for reaching out. We understand the frustration and hope to clarify. Extra Space Storage has 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. While we are glad that ************** elected to insure her items, Extra Space does not handle insurance claims nor the compensation for insurance claims. Any compensation needs to be brought up with the insurance company and ******************** claims adjustor. Extra Space does not guarantee the safety of our facility or the personal property stored by our customers. Pursuant to the lease agreement that **************** signed "customer's personal property stored in the space or at the facility is not insured by the operator against loss or damage". The lease also states "Operator is not a warehouseman engaged in the business of storing goods for hire, and no bailment is created by this agreement. Operator exercises neither care, custody, nor control over customer's stored property and all property stored within the space or at the facility by the customer shall be stored at the customer's sole risk". Unfortunately, ******************************************* does not handle insurance claims nor the compensation for insurance claims or damages. If **************** would like a copy of her lease agreement to review any of the sections mentioned above or to request contact information for the insurance company she may contact the rental office at **************. Thank you.

• Initial Complaint

  Date:08/15/2022

  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.

  The experience I received from this office has been terrible from the misinformation and the lack of concern for my account. I spoke with an agent on 8/8 that stated I would be able to make a payment of $283 on my account on 8/11 and my account would be ok. I contacted the office the morning of 8/11 at 9:45am to make the $283 payment and spoke with a representative **** that said I am unable to make that payment and $521 is due or my storage would have a lien placed on it. The previous agent never stated that would happen or that the $521 would be due, she reassured that I would be able to make this payment of $283. The rep **** stated there was nothing she could do and that I will now have to pay $45 fee if I wait until Friday to make this payment. I requested to speak with a manager, **** then said she would reach out to her manager and I will receive a call in the next hour. I waited until 5pm and I had to follow up with her to advise I never received a call from anyone, which is terrible customer service because I had to reach back out to the rep. I then received a call from Valencia that advised not only there was nothing she could do but also the information I received regarding the fee on Friday for $45 was incorrect. I requested to have corporate phone number and was told I would have to wait for a call until the next day because now it is the end of the day. On 8/12 I received a call regarding my account, I advised the rep I am currently waiting for a call from corporate and she was unaware of this call. I advised again I have been lied to and misinformed. The rep stated she would reach out to her manager ******** but its the end of the day so I may not get a call and my account will acquire another fee.

  

  Business Response

  Date: 08/22/2022

  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 3 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 $271 a month. The rate change notice was mailed on 1/4/2022 notifying **************** that as of 2/9/2022 her new rent rate would be $227 a month (not including the insurance option chosen at the time of rental). We would like to acknowledge that on 8/15/2022 as a gesture of goodwill, the rent rate for ******************** storage space was reduced to $187 a month (not including the insurance option chosen at the time of rental). Further, on 8/17/2022, the rental office applied a credit of $50 to ******************** account as a onetime courtesy. Lease agreements with Extra Space are month to month therefore prices cannot be guaranteed for any length of time. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates will not be reviewed based on market changes. 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:08/13/2022

  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 movef and put items in Storage in July last year. Around Christmas I noticed my black suitcase with my sewing machine and silverware was missing. Yesterday I noticed my filing cabinet and banker's boxes were moved creating a hole in corner with missing box. My financial , medical, court and insurance info. Included. I am paying top price if $225. Corporate and insurance no responsive. The young man at desk was very helpful replacing my lock and password. **************************** safe deposit box staff theft (diamond wedding bands) with spare keys or ******** reserve staff from backpack may have stolen the spare key.

  

  Business Response

  Date: 08/21/2022

  Extra Space Storage would like to thank ***** for reaching out. Would **************** please confirm the name on the rental account? We also need the account number associated with the rental account and the exact address of the location where her belongings are stored. Once we are given additional information we will respond accordingly. Thank you.

  Customer Answer

  Date: 08/26/2022

  
  
  Complaint: ******** I am rejecting this response because:  My jewels were returned to my sdb today.
  Sincerely,
  
  ***********************

  
  

  
  

  

  Business Response

  Date: 08/28/2022

  Extra Space Storage would like to thank ***** for reaching out and providing an update. Would **************** please confirm the name on the rental account? We also need the account number associated with the rental account and the exact address of the location where her belongings are stored. Once we are given additional information we will respond accordingly. Thank you.

• Initial Complaint

  Date:08/06/2022

  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.

  Was a tenant and I had called to confirm move out and absolute last day to be out of unit by store and they told me at the end of the business day of the 3rd of August before late Charge kicked when I got there I had a lock on my unit and went to front and the lady removed it saying if I wasnt out by end of day the lock goes on it in the morning again and I had to pay for unit I got it empty and they called me 2 days later to tell me I had to pay $500+ so I dont get sent to collections. My stuff was empty and the lady savannah ******* went and removed their lock for me.! I can not afford $500+ of a rent where I am no longer a tenant. They have homeless people who sleep on facility over night and their doors are always broken and left open over night as well.