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:10/14/2024
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.
Business is taking advantage of recent flooding in the area from hurricanes Helene and Milton and is nearly doubling my rate. My previous bill (unit, renters insurance, and tax) totaled $132.35 and they have upped the total to $214.75. The rate change arrived via mail in the brief interim in between hurricanes and I received it shortly before Milton made landfall. I called business to express concern and the new rate was dropped to $193.12 which is still a massive increase.
Also, the physical notice of the rate change had a date of 11/15/24 but online my bill for 10/15 has already been increased to the $193.12 and they have upped the rate a month earlier than the notice said.
Business Response
Date: 10/15/2024
Extra Space Storage
would like to thank Mr. ******* for reaching out. We
understand the frustration and would like to apologize for any inconvenience this has caused Mr. ******* while dealing with the weather events in Florida. Mr. ******* is correct that his increase should not have been applied until 11/15/24 per the legal notice. A credit for the following month or a partial rent refund of the overage paid on 10/15 is available to Mr. *******. We have notified the District
Team of this error, who will contact Ms. ******* in order to process this fix to his account. Please allow 2-3 business days for the district team to respond and process this. Mr. ******* is also welcome to reach out to our
customer service department at 1-888-STORAGE to be put in contact directly with
the District Manager. Thank youCustomer Answer
Date: 10/16/2024
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,
****** *******Initial Complaint
Date:10/08/2024
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.
I have a storage unit at the facility on Veterans Memorial in Mableton, GA and the manager forged my signature on a “Hold Harmless” agreement. I have spoken to the manager and spoken to someone on the general customer number with no action being taken. I need to have the fraudulent document invalidated. If any items are missing from the unit, Extra Space will be responsible for reimbursement.Business Response
Date: 10/09/2024
Extra
Space Storage would like to thank Ms. ******** for reaching out. We understand
the frustration and hope to clarify.On 9/30/24 the district team emailed Ms. ******** as follows "The Hold Harmless Document has been crossed off the account and a mailed key
Document placed on the account. Your keys were mailed to the address on file. The keys were sent certified mail, US Postal
Service. If keys not received in 3 to 5 business days, please contact us." As such Ms. ******** was notified in writing that the Hold Harmless agreement was no longer in effect and her keys had been returned.We do apologize that
Ms. ******** was not happy with her most recent customer service experience and we've forwarded
this feedback to the right manager for future development of the team. Any disciplinary action taken regarding employees is strictly confidential and will not be released to the public. Ms. ******** is welcome to reach out to our customer service department at 1-888-STORAGE to be put
in contact with the district manager if she wishes to discuss her account further. Thank youInitial Complaint
Date:10/07/2024
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.
The company extra space storage upped the cost of my unit from 79 to 141 without knowledge this has caused stress related issues and when I got in touch with extra space they did not even apologize properly and refused me to speak to a manager on the issue the business is located at industrial lane Broomfield and I have screenshots of the online chat refusing to help when it was a actual personBusiness Response
Date: 10/07/2024
Extra Space Storage would like to
thank Mr. ******** 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 4 of the
lease agreement that Mr. ******** 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 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, to show proof of mailing. The
rate change notice was mailed on 8/24/24 notifying Mr. ******** that as of 10/05/24,
the new rent rate would be $120, not including insurance selection at time of
rental or state tax.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 Mr. ******** 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.Customer Answer
Date: 10/08/2024
Complaint: ********
I am rejecting this response because: no mail or correspondence was recived despite been told you mailed it there for i disagree with the increase in rate as no correspondence was recived in addition the rude behavior of the online customer service was very unprofessional and i require a written apology on this
Sincerely,
**** ********Business Response
Date: 10/09/2024
Extra Space Storage would like to thank Mr. ******** for reaching out.
As previously stated, 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, to show proof of mailing. The rate change notice was mailed on 8/24/24 notifying Mr. ******** that as of 10/05/24, the new rent rate would be $120, not including insurance selection at time of rental or state tax. Extra Space cannot control the speed or reliability of the USPS and would advise Mr. ******** to speak directly with his local post office regarding any mail which has proof of being sent but was not received at his address on file.
We sincerely apologize that
Mr. ******** was not happy with his most recent customer service experience and we've forwarded
this feedback to the right manager for future development of the team. For any rate negotiations we advise Mr. ******** 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.Customer Answer
Date: 10/10/2024
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,
**** ********Initial Complaint
Date:10/06/2024
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.
Entered contract 05/15/2024 with Life Storage and was never informed prior to Sept. I was charged 188.10 by Extra Space Storage. I never received notice was never contacted and they failed to provide neccessary information, date of change, advanced notice and or resoltuion to migigate the issue. I contacted the office and was instructed it was out of their hands and nothing they could do. I contacted corporate and was stated the same by 2 representatives and when I requested to speak to supervisor the rep stated that their was none available at the corporate level.Business Response
Date: 10/07/2024
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 4 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 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, to show proof of mailing. The
rate change notice was mailed on 8/04/24 notifying Ms. ****** that as of 9/15/24,
the new rent rate would be $154, not including insurance selection at time of
rental or state tax.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:10/04/2024
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.
Around June I had a friend intervene for me, as my bill had climbed to over $400 a month, taking advantage of the fact that I am a LONG TIME customer. He moved my items into a new unit and we were paying just $129 for everything being the exact same but a different unit. When we went to put it back in my name, I made sure to double and then triple check that I would still be paying the same amount of $129 with Jeff at the Neff Rd location in Cleveland.
The following month, I was in the office paying, and I made sure with Amanda that the amount had not changed, she told me not to worry and that it wouldn't.
In August, I got a bill for $187 and when I went in to ask about it and show the paperwork that the employees had given me for the $129 and to try to understand why it's changing, he lost his temper, balled up my paperwork and threw it away, threatening to hold my items hostage if I don't pay.
So I called corporate to complain, and it took another month before the regional manager called me. She told me that it was the market rate and that she wouldn't do anything and hung up. But when I called locations in my area for this business, I was told that actual average is around $140, so she just lied to me. I tried to call her back but had to leave a voicemail, and she hasn't gotten back to me.Business Response
Date: 10/07/2024
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 Operator 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. Operator 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. AS PART OF YOUR AGREEMENT TO RENT, YOU MAY HAVE RECEIVED AN INITIAL RENTAL DISCOUNT. YOUR MONTHLY RENTAL CHARGE IS $120 AS COMPARED TO THE SUGGESTED RENTAL RATE OF $193FOR 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, to show proof of mailing. The
rate change notice was mailed on 6/16/24 notifying Ms. ******* that as of 7/28/24,
the new rent rate would be $200, not including insurance selection at time of
rental or state tax.Extra Space Storage would like to acknowledge that as a
gesture of goodwill, on 09/06/24, the the district team agreed to reduce Ms. ******* rent to $187 to resolve the complaint on this unit. Furthermore, on 10/05/24 the District Team provided Ms. ******* with a manager’s
credit of $25.00 as a one-time courtesy and applied a senior discount of 5% monthly which will apply to all months moving forward.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. Thank youInitial Complaint
Date:10/03/2024
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.
I went to the location to pay my bill which included a past due. I used my debit card which I had done before with no problem. The new manager there was and is very rude and any questions I asked I got some roundabout answer instead of answering my direct questions. After the payment I noticed he was clicking a lot more than he should have been just for taking a payment b/c this wasn't normal. I received a charge the next day for an auto payment for the next month which was going to be due. I NEVER SIGNED UP FOR AUTO PAY, NOR DID I REQUEST AUTO PAY TO BE ADDED!! This was done unbeknownst to me and without my signature or knowledge. This is illegal. You CANNOT add someone's signature to anything without their permission. I guess my signature was on file from when I signed up online but I DID NOT give him permission to turn on auto pay!! At this point I do not trust my items in that facility or my information in the system there since my signature was FORGED. I also advised him that my charges increased within 2 months of me signing up. He stated I should've let them know b/c my price was supposed to last at least 4 months. I advised him that I obviously did not know that since I wasn't told. He just repeated the same thing rudely. I hope that he gets terminated for forging signatures on people's leases. You can view the cameras and see that I NEVER signed anything!!!Business Response
Date: 10/04/2024
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 4 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 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, to show proof of mailing. The
rate change notice was mailed on 2/16/24 notifying Ms. ****** that as of 3/29/24,
the new rent rate would be $152, not including insurance selection at time of
rental or state tax. Extra Space Storage would like to acknowledge that as a
gesture of goodwill, on 9/30/24, the District Team agreed to reduce Ms. ******'s rent to $132.50 as a one time courtesy to resolve the complaint on this unit.In regards to automatic credit card payments, a signature is not needed to save a card after a payment is made.
Per the lease section 5 which was initialed as understood by Ms. ****** "IF CREDIT CARD OR OTHER PAYMENT INFORMATION IS PROVIDED BY CUSTOMER TO OPERATOR, CUSTOMER AUTHORIZES OPERATOR TO AUTOMATICALLY PROCESS THE PAYMENT VIA THE METHOD PROVIDED ON OR NEAR THE MONTHLY DUE DATE FOR MONTHLY RENTAL CHARGES, TAXES, INSURANCE, AND OTHER FEES AS APPLICABLE UNLESS OTHERWISE DIRECTED BY CUSTOMER. IT SHALL BE CUSTOMER’S SOLE RESPONSIBILITY TO PROVIDE OPERATOR WITH ACCURATE, CURRENT AND WORKING PAYMENT INFORMATION. THE FAILURE TO PROVIDE SUCH MAY RESULT IN NON-PAYMENT OF MONTHLY RENTAL CHARGES AND OTHER ACCRUED CHARGES, ALLOWING OPERATOR TO SELL CUSTOMER’S PERSONAL PROPERTY PURSUANT TO SECTION 22 BELOW. IT SHALL BE CUSTOMER’S SOLE RESPONSIBILITY TO VERIFY THAT PAYMENTS ARE MADE AND BY WHAT METHOD PAYMENTS ARE MADE. CUSTOMER MAY CANCEL AUTOMATIC PAYMENTS AT WWW.EXTRASPACE.COM USING THE ACCOUNT MANAGEMENT TOOL BY LOGGING IN AND CLICKING “CANCEL AUTOPAY” OR IN PERSON AT THE FACILITY’S OFFICE. Customer Initials: LH"
We have requested for the district manager to remove the card saved for automatic payments today so that it will not automatically charge any future payments. We apologize for any frustration this may have caused Ms. ******. 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. Thank youCustomer Answer
Date: 10/04/2024
Complaint: ********
I am rejecting this response because: I want some sort of credit back to my card due to the fact that I NEVER AUTHORIZED this idiot to put my card on file. The previous manager NEVER did that, she only took my payment like she was supposed to. No should legally be able to put your card on file without the client's permission or knowledge!
Sincerely,
***** ******Business Response
Date: 10/08/2024
Extra Space Storage would like to thank Ms. ****** for reaching out.
A signature is not needed to save a card after a payment is made. Ms. ****** did agree to this when signing the lease agreement.
Per the lease section 5 which was initialed as understood by Ms. ****** "IF CREDIT CARD OR OTHER PAYMENT INFORMATION IS PROVIDED BY CUSTOMER TO OPERATOR, CUSTOMER AUTHORIZES OPERATOR TO AUTOMATICALLY PROCESS THE PAYMENT VIA THE METHOD PROVIDED ON OR NEAR THE MONTHLY DUE DATE FOR MONTHLY RENTAL CHARGES, TAXES, INSURANCE, AND OTHER FEES AS APPLICABLE UNLESS OTHERWISE DIRECTED BY CUSTOMER."
For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement. Ms. ****** is welcome to
reach out to our customer service department at
1-888-STORAGE to be put in contact with the district manager directly if she wishes to discuss her account further. Thank youInitial Complaint
Date:10/02/2024
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 July 5th, 2024 I opened my storage unit to find rats urinated, defecated on, and chewed up most of (if not all) of our valuables. We let management know and were told they have pest control already, but will try to resolve the issue. There were also remnants of rat feces along the office building’s floors. Again on September 21, 2024 we found our valuables ruined by the rats. There is approximately $1800+ worth of damage to our valuables. My partner and I became Ill from cleaning up the unit and trying to handle the contents of the unit. I have filed a claim with the company but have not heard back.Business Response
Date: 10/03/2024
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. While we are glad that Ms. ****** elected to insure their 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 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 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.
Customer hereby releases Operator, Operator's Agents, Operator’s affiliates and
the Facility’s owner, if different, from any and all claims for damage or loss
to personal property that are caused by or result from perils that are, or
would be, covered under the required insurance policy and hereby waives any and
all rights of recovery against Operator, Operator's Agents, Operator’s
affiliates and the Facility’s owner, if different, in connection with any
damage which is or would be covered by any such insurance policy. CUSTOMER’S
PERSONAL PROPERTY STORED IN THE SPACE OR AT THE FACILITY IS NOT INSURED BY
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."Extra
Space would like to acknowledge that the monthly rent rate does not include the
insurance and they are two separate charges. We would like to acknowledge that
Ms. ****** elected the $10,000
coverage at the time of rental. We would advise Ms. ****** to continue to work with her
claims adjustor towards compensation. Additionally, Ms. ****** can submit, view
and manage her claim through the online portal at *****************, she
can reach ESIS directly through email at ********************** or call ESIS at
###-###-####. Unfortunately, Extra Space does not handle insurance claims
nor the compensation for insurance claims or damages. Thank you.Initial Complaint
Date:10/01/2024
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.
Price gouging and unfair tactics that should be the name of this business. At its convenience this storage place calls itself Life Storage or Extra Space. I demand a refund of the late fees placed on my account on September 15, 2024 while that day was the last day of the 5 -day grace period. The bill is due the 10th of each month. Not only representative SMITH was rude, obnoxious as usual he informed me of the rate change which took me by surprise because I did not receive the notice. I have to pay him a total of $453.30 or the unit will remain locked and if I were to come the next day with the additional money to pay the rent, extra late fees would be added to the account. My request to speak to a manager/supervisor was dismissed by Smith. I had no other check on me but fortunately I was able to complete the transaction with cash and pennies, yes pennies. I have never been late with my payments , records will show, which prove Smith 's action was a vendetta against me because in July when I went to make a payment during regular hours, no one was available, the door was closed and a message affixed to the front door to call. I did! No one picked up. After waiting for more than 20 minutes finally Smith and another lady came in . I demanded an answer. The woman answered they were doing an auction. You see, auction! They love auctioning peoples stuff, therefore they are not eager to take payment from you and price gouging will help them achieve that sick desire to grab peoples stuff. I called the general number and made a complaint via voice mail and based on the print out he gave me , the price change took place July 10, to be effective on September which notification I've never received. Keep in mind I went to pay the bill in August, no one told me of the price change about to take place the following month. Unfair practices! I demand refund of the late fees.$72.80 ,Business Response
Date: 10/02/2024
Extra Space Storage would like to
thank Ms. ******* for reaching out. We understand the frustration and hope to
clarify.Extra Space charged late fees per the terms of the lease agreement. Pursuant to section 3 of the lease agreement "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."
Ms. ******* rent is due on the 10th of each month. The 10th would then always be the first day of the grace period. Customers are required to pay within 5 days or a late fee is assessed on the 6th day. The 10th was day 1, the 11th was day 2, the 12th was day 3, the 13th was day 4 and the 14th was day 5 (last day of grace period.). On 9/15/24 a late fee was correctly assessed per the terms of the lease. Ms. ******* is now paid through 10/9/24 with next payment due on 10/10/24.
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 31 below. By
continuing to use the Space after a rate change, Customer agrees to the Rental
Agreement as changed and that all of its other terms remain in effect."Proper notice is given 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. Extra Space cannot control the speed or reliability of the USPS and would advise Ms. ******* to speak directly with her local post office regarding any mail not delivered to her home. The
rate change notice was mailed on 7/30/24 notifying Ms. ******* that as of 9/10/24,
the new rent rate would be $364, not including insurance selection at time of
rental or state tax. 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 and therefore will not
refund or compensate Ms. ******* due to non-payment of rent and fees
that were owed and 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:09/30/2024
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.
I have been renting a storage unit with ExtraSpace Storage for over a year and have been doing business with them using my current address for almost all of this entire period. However, they recently sent a notification about a price increase through the mail they claim, AND they sent it to my old address in Naperville, which I no longer reside at.
The debit card that I have made multiple payments with was always at **** ********* ******, I have bank statements proving so. And I know that I must have notified them at least once of the address change as I have called there multiple times over the last year and a half, yet for some reason they sent a notification of price increase to an address they should not have anymore. This is unacceptable.
Not only was there no proper notification, but also my monthly rental fee was increased from $150 to $230, which is a 53% increase!! I believe this significant increase is unreasonably high, especially during a time that is NOT a peak moving season in Illinois. An excuse they have used with me before for a previous price increase. This is unfair. I was not properly informed about this change, and do not believe it is justified.
I am requesting that ExtraSpace Storage either revert the rate back to the original $150 or provide a fair and reasonable solution, as I do not agree to pay this unjustified increase. A 5%-10% increase would be more justified but No increase is the ideal solution here for this violation of updating their systems and improper notification, as I have done service with them for a very long time from my Yorkville Address and absolutely should have had my address changed as I believe I have noted it for being changed over the phone far before now.
Please help me get this resolved as soon as possible, for the current payment due as of September 29th.
I have included images of my bank statements, Visa card I used most often to pay, and receipts from my current Yorkville address for over a year now.Business Response
Date: 10/01/2024
Extra Space Storage would like to
thank Ms. ****** for reaching out. We understand the frustration and hope to
clarify.Customers
must keep address information current in order to receive notices. Upon review of the account, there is no record of Ms. ****** completing a Change of Information form to update her address. This cannot be done over the phone. Customers must update contact details in writing or through their online account. 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."Extra Space does review rates periodically which are based on the
current market value for that specific sized unit. Pursuant to 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 30. 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, to show proof of mailing. The
rate change notice was mailed on 8/20/24 notifying Ms. ****** that as of 9/29/24,
the new rent rate would be $230, not including insurance selection at time of
rental or state tax.Extra Space Storage would like to acknowledge that as a
gesture of goodwill, on 9/30/24, the District Team agreed to reduce Ms. ****** rent to $200 as a one-time courtesy to resolve the complaint on this unit. 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.We would advise Ms. ****** to update her address in writing or through her online account to avoid missing any further important notificatons. 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:09/30/2024
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.
FROM 7-2023 TO 6-2024 THE AMOUNT KEEP CHANGING WHEN ITS SUPOSE TO BE SAME MONTHLY PRICE $205.55
IT THEN STARTED CHANGING TO $226.85 THEN $312.05 THEN $295.93 THEN $309.11 THEN $357.65
TOTAL OF $1389.86 OVERCHARGEDBusiness Response
Date: 10/01/2024
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 4the 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 31 below. By
continuing to use the Space after a rate change, Customer agrees to the Rental
Agreement as changed and that all of its other terms remain in effect."Proper notice is given 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, to show proof of mailing. The most recent rate change notice was mailed on 2/16/24 notifying Ms. ***** that as of 3/29/24,
the new rent rate would be $339, not including insurance selection at time of
rental or state tax.Extra Space Storage would like to acknowledge that as a
gesture of goodwill, on 6/25/24, the District Team agreed to reduce Ms. *****'s rent to $293 as a one-time courtesy to resolve the complaint on this unit. 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. Thank you
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