Complaints
This profile includes complaints for Extra Space Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 750 total complaints in the last 3 years.
- 87 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/04/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I Moved my belongings into the storage unit in May 2022 with an agreement of $97.00 monthly. I was late with my June payment due to an injury and was out of work. I called to pay my June and July payment the beginning of July and was told my belongings were going to auction on August 12, 2022 because it was 36 days late and would have to pay an additional fee of $154.00 now along with other late fees equalling $354.00. I explained my situation and was and said why am I being charged an auction fee the beginning of July for an August 12th auction they told they could not waive any fees, I explained it would take longer to make the payments now since I had to wait for my next Workmans comp check. Im the meantime I received a notice July 25, 2022 they were raising my monthly rate from $97.00 to $177.00 after 3 months when I was told the $97.00 rate would not be raised for at least a year. I am very unhappy about this as well as being charged an auction fee the beginning of July for a scheduled auction in the middle of August. I feel like I am being scammed, I would like the fees waived for this emotional stress and inconvenience so I can pay the appropriate balance and my monthly rate to stay at $97.00. Thank you for your help.
Business Response
Date: 08/11/2022
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 ******ically 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 $196 a month. The rate change notice was mailed on 7/26/2022 notifying ************ that as of 8/30/2022 her new rent rate would be $177 a month. 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." Phone calls were made to the phone number on file. We would like to acknowledge that ************ rented the storage unit on 4/30/2022, which was the last payment made on her account. The Notice of Lien letter was mailed to the address we have on file for ************ on 7/7/2022. As such, ************ has been 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. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement. We would advise ************ to contact the rental office at ************** or customer service at ************************** to be put in contact with a District Team and discuss payment arrangements. Thank you.Initial Complaint
Date:08/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In May of 2022 my storage unit of l o 88 was broken into and the storage place on Pacific Coast Highway in Wilmington ********** called me and had me take pictures of the ramsack unit. They then gave me information to their storage claims which said they would reimburse me with $1,500 and said that I would receive it in 10 days which didn't happen. In July ************************************************************* 5 days and never called and we never received anything. They had the information to send the check with both times it was a lie. These lies caused me some Financial setbacks and the storage place itself in Wilmington pushed it all off on the claims which have not contacted me. The procedure was to file the claim, have a police officer come out and verify it which was done and then file the claim and that's where things got ugly. The company where the storage unit is at is Extra Space Storage which has many facilities around the country but their main offices in ******** **. Please help me resolve this situation thank you very much.Business Response
Date: 08/11/2022
Extra Space Storage would like to thank Reef for reaching out. We understand the frustration and hope to clarify. Extra Space does encourage customers to insure their belongings in case of circumstances beyond our control, such as theft. While we are glad that ****************** elected to insure his belongings, Extra Space does not handle insurance claims nor the compensation for insurance claims. Any compensation needs to be brought up with the insurance company and ********************** claims adjustor. Extra Space does not guarantee the safety of our facility or the personal property stored by our customers. Pursuant to the lease agreement that ****************** signed "customer's personal property stored in the space or at the facility is not insured by the operator against loss or damage". The lease also states "operator is not a ************************* engaged in business of storing goods for hire, and no bailment is created by this agreement. Operator exercises neither care, custody, nor control over customer's stored property and all property stored within the space or at the facility by customer shall be stored at customer's sole risk". ******************************************* cannot speak to the contents of ********************** storage space. It is the responsibility of the customer to contact and communicate with the insurance company. We would advise ****************** to contact the insurance company and to continue working with their claims adjust in regard to any compensation. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.Initial Complaint
Date:08/03/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
7-31-2022 I notified the Extra Space Storage manager that I was moving out of my storage area. I had 28 days left on my lease of the space. When I first sign the lease it was explained to me that if I moved out before my lease was up I would be reimbursed for the days I still had on my lease. I have been on this lease for over five years and I was never late on paying my **** I was always ahead of time. When I first sign the lease I spoke with a gentleman named ***** and he is the one who stated if I still had days on the lease and I moved out that Extra Space Storage who reimburse me my money. My monthly payment was $354.27 and I had 28 days left on my lease so they should reimburse me a total of $319.08. If any action can take place I would greatly appreciate it. I live on Social Security and my monthly income from them is only $1009.00Business Response
Date: 08/11/2022
Extra Space Storage would like to thank **** for reaching out. We understand the frustration and hope to clarify. We have notified the District Team who has attempted to contact ******************** to discuss this matter further. Just to clarify, rental agreements with Extra Space are strictly month to month and customers can vacate whenever they choose. Pursuant to the lease agreement that ******************** signed "Customer must provide Operator notice prior to vacating the Space and terminating this Agreement. Operator shall not be required under any circumstance to refund Customers first months rent or other charges paid at the time of execution of this Agreement. In addition, Operator shall not be required to prorate Monthly Rental Charges if Customer gives notice of termination to Operator and the termination date occurs during a Rental Month for which Customer already paid the Monthly Rental Charge. However, if Customers notice of termination includes a date of termination that is to occur during a future Rental Month, Operator shall prorate the Monthly Rental Charge for the Rental Month wherein termination occurs. Furthermore, Customer shall be entitled to a refund of any prepaid Rental Month Charges so long as Customer has not occupied the ********************** for any portion of the prepaid Rental Month at the time of termination". ******************** signed the lease agreement for his space on 8/22/2017 entering into a business relationship with Extra Space and therefore agreed to the terms of the lease. The current paid through date was on the 21st of every month. Upon further review of ************************ account we see the move-out notice was submitted on 7/30/2022 stating he would vacate by 7/31/2022, which was during the current rental month. We would like to acknowledge as a gesture of goodwill, the rental office will process a refund for the rent portion of the remaining unused days.
******************** is welcome to contact the rental office at ************** or customer service at ************************** to be put in contact with a member of the District Team. Thank you.Customer Answer
Date: 08/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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