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:09/18/2024
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 was paying for a parking place for my fuel trailer. The auto gate to the parking place had broken. It stayed open for three weeks.
Someone came in while the gate was broken.
A policeman made a report.
Tony Marshall
256-509-4853
Please give me a call
Thank You
Business Response
Date: 09/19/2024
Extra Space Storage would
like to thank Mr. Marshall for reaching out. We understand the frustration and
hope to clarify.Extra Space does require customers to insure their
property. The lease requires that tenants insure their belongings in case of circumstances
beyond our control. If a burglary or damages occurs, 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.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, Mr. Marshall was
required to maintain insurance for the full value of items in storage in
case of any damage and has accepted all risk of loss or damage. Extra
Space does not handle insurance claims nor the compensation for insurance claims.
Any compensation needs to be brought up with the insurance company and their
claims adjustor.Extra Space does not guarantee the safety of our facility, or
the personal property stored by our customers. Pursuant to the lease
agreement, "customer's
personal property stored in the space or at the facility is not insured by the
operator against loss or damage". The lease also states "Operator is not a warehouseman engaged in
the business of storing goods for hire, and no bailment is created by this
agreement. Operator exercises neither care, custody, nor control over
customer's stored property and all property stored within the space or at the
facility by the customer shall be stored at the customer's sole risk."We would advise Mr. Marshall to work with their personal insurance carrier and
claims adjustor towards compensation. Mr. Marshall is also welcomed to reach out to our
customer service department at 1-888-STORAGE to be put in contact with the
District Manager if he wishes to discuss his account further. Thank you.Initial Complaint
Date:09/18/2024
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.
Bait and Switch -
On Monday May 20, 2024 I opened a 5 by 20 unit 680 on the ground floor. My 680 unit amount was $167.50 included unit rent insurance. Only four months later my rent is $264.50 without an explanation an increase amount of $97.00 text increase prove. From Life Storage with no oversight because their is no one to complain to but a 1 888-586-9658 that take you back to Life Storage where you started. I have until Friday September 20, 2024 to pay or a five days grace period that they do not honor without trying to resolve the problem. I did called to complain on Tuesday September 17, 2024 at 4: 50 pm. Prior to this my first payment was late and I went in by the fifth day to pay my unit rent for $167.50. It wasn't late but a (red lock) over my (two lock) with a witness. I end up paying $207.50 on April 25, 2024 email receipts that shows prove of payment monthly. I also have a second unit on the second floor 5 by 7 for $137.00 with unit insurance which also increased to $15700 by $20.00. I opened on Saturday June 1, 2024 unit 221 also email receipts. The first time Life Storage charged me $207.50 within my grace period for unit 680 rent amount$167.50 I didn't complain to the BBB what a mistake it was. but going forward I am.Business Response
Date: 09/19/2024
Extra Space Storage would like to
thank Ms. Barrett 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. Barrett 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 8/9/24 notifying Ms. Barrett that as of 9/20/24,
the new rent rate would be $248, 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 9/18/24, the District Team agreed to reduce Ms. Barrett's rent to $209, not including insurance selection at time of rental or state tax, 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.For any rate
negotiations we advise Ms. Barrett 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:09/18/2024
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 had my storage unit broken into sometime between Friday September 13th and Tuesday September 17th. At the time I went to the woman who works there and she filed a report, and told me to file a police report, which I did. She asked if I have the insurance which I do. She gave me the brochure to contact them. My issue is not with her. My issue is that they charge me $216 a month for this unit claiming their facility is safe and secure. They knew that people had broken into the units previously in July, and were aware of the fact there is an issue with the security of the place. However they have taken no actions to rectify this situation. Which is why I am contacting you. People need to be aware of this. I would like the next month rent free being that I have had to be inconvenienced for over 4 hours yesterday going through my unit trying to figure out what was stolen and having it rearranged after they ransacked it. At no time was I offered any form of help. Also I would like proof that they are going to rectify this situation. I have been there for over 3 years and there rent has gone up numerous times since the start. This is not ok. In addition let me mention there are no cameras on the inside of the 1st floor. They knew people were robbing the place and still didn't add any,Business Response
Date: 09/19/2024
Extra Space Storage would like to thank Ms. Seeberger for reaching out. We understand the
frustration and hope to clarify.Extra Space does require customers to insure their
property. The lease requires that tenants insure their belongings in case of
circumstances beyond our control. 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.According to the lease signed by Ms. Seeberger: "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."As such, tenants are required
to maintain insurance for the full value of items in their unit in case of any
damage. While we are glad that Ms. Seeberger 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.Also pursuant to the lease, “Owner/Manager is not a warehouse operator and does not take care, custody nor control of Customer's stored property. The exclusive care, custody, and control of any and all personal property stored in the Space shall remain vested in the Customer. Owner/Manager is not responsible for the safekeeping of the personal property stored in the Space. Customer shall assume full responsibility for who has the keys to access the Space. Customer agrees not to store collectibles, heirlooms, jewelry, and works of art or any property having special or sentimental value to Customer. Customer waives any claim for emotional or sentimental attachment to the stored property”.
We would advise Ms. Seeberger to continue
working with her claims adjustor towards compensation. Additionally, Ms. Seeberger can email ********************** for additional assistance with her claim’s
questions. Ms. Seeberger can also go the website at ***************** to file and view her claim. Unfortunately, Extra Space does not handle insurance claims nor the
compensation for insurance claims or damages.For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore will not refund or compensate Ms. Seeberger. We have forwarded this feedback regarding Ms. Seeberger's security concerns and her request for an improvement of security
protocols to the right team for future development of the property. Thank you.Initial Complaint
Date:09/18/2024
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.
Storage unit was broken into the insurance they provide that you pay for is a scam they do not pay your claimBusiness Response
Date: 09/18/2024
Extra Space Storage would
like to thank Ms. Martin for reaching out. We understand the frustration and
hope to clarify. Extra Space does require customers to insure their
property. The lease requires that tenants insure their belongings in case of
circumstances beyond our control.According to the lease: "Customer shall
maintain comprehensive insurance coverage of at least 100% of the actual cash
value of all personal property stored in the Space against damage by water,
fire, extended coverage perils, vandalism and burglary. To the extent Customer does
not maintain insurance for the full value of the personal property stored, or
fails to maintain insurance at all, Customer bears all risk of loss or
damage. 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."As such, tenants are required
to maintain insurance for the full value of items in their unit in case of any
damage. While we are glad that Ms. Martin 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.We would advise Ms. Martin to continue
working with her claims adjustor towards compensation. Additionally, Ms. Martin can email [email protected] for additional assistance with this claim’s
questions. Ms. Martin can also go the website at ***************** to file and view her claim.Unfortunately, Extra Space does not handle insurance claims nor the
compensation for insurance claims or damages. Ms. Martin is also welcomed 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 this account further
Thank you.Initial Complaint
Date:09/16/2024
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.
Our storage unit along side so many others were broken into 2 nights ago. We lost over $10k of valuables that money cannot even replace them easily. My husband spent 10 years to build them little by little.
As we went there to inspect we noticed multiple victim families and we were informed that some units were broken into 2 days prior to our unit and some 6 months before and a year before and multiple other times since January 2024.
The management is not releasing any information to us as to how it happened and has never released any camera footage or answered any questions to police officers multiple times that they went in after a claim.
They has not taken any new saftey measurments to prevent and they are telling us that the cameras inside does not even work now which we were not notified before even.
Our family is devastated. We are out of money and heartbroken with the situation and our sentimentals and no one even answers questions. They had so much time to go inside multiple units and look through everything and choose what to take.
We need our loss to be covered as soon as possible and we need to know what happened, how and what the company is doing to prevent future losses.
Their uncooperative response with authorities are raising questions and the fact that there is NO security measures except entrance door and we were not notified of that when signing in and paying $123 per month for an unprotected box away from our home.Business Response
Date: 09/17/2024
Extra Space Storage would
like to thank Mr. Hicks for reaching out. We understand the frustration and
hope to clarify.Extra Space does require customers to insure their
property. The lease requires that tenants insure their belongings in case of
circumstances beyond our control. 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.According to section 21 of
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. 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."As such, tenants are required
to maintain insurance for the full value of items in their unit in case of any
damage. While we are glad that Mr. Dwyer 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.
We would advise Mr. Dwyer to continue
working with his claims adjustor towards compensation. Additionally, Mr. dwyer can email [email protected] for additional assistance with his claim’s
questions. Mr. Dwyer can also go the website at ***************** to file and view his
claim. Unfortunately, Extra Space does not handle insurance claims nor the
compensation for insurance claims or damages.Extra Space remains willing to help the police investigation in any way. Upon review of the account, Mr. Dwyer has already been contacted numerous times by the local staff to discuss this unfortunate event. On 9/16 Mr. Dwyer was contacted by the district manager who offered several months rent as a courtesy while Mr. Dwyer files his insurance claims. Mr. Dwyer is welcomed to
reach out to the District Manager with any follow up questions if he wishes to discuss his account further. The district manager will have all details regarding what occurred, steps being taken to rectify, and contacts with the police department. Thank you.Initial Complaint
Date:09/15/2024
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.
I sent this email to extra space storage customer service and I am asking to be moved to a decent unit because the AC is broken or refund my money they refuse to do it. They claim my issue has been resolved. It has not been resolved. At this point I would like my money back.
Hello, I book a storage unit yesterday on 9/13/24 located at 5713 N.W 27th Ave. Someone called me to verify that I booked and concluded he storage was ready. However, after I got off work I went and picked up some things to put in the storage unit. Once I got to the storage I noticed the tag had the storage size scratched off and a green tie strap of some sort on the door. I was confused, because it looked like the unit was not in service, so I called the customer service line and spoke to a representative. The representative suggested that I try to unlock it anyway. I did and it opened. The unit was filthy and not cleaned. It had roach or rat droppings everywhere, ants were all over. It was hot and muggy in the unit. It had a suffocating heat. The unit also was not well lit.The lighting was not like it should be. I informed the representative of this and he said someone would call me in the morning. Well no one called. I called Nelson the manager around 10 this morning and explained the same thing as I explained on this composed email. I asked him if I could have my due date changed because the unit was not ready. He said I had to pay. I told him about the lightening situation he said I could buy a light to be able to see. I told him about the heat. He said the air conditioner was broke and that someone was coming next week to fix it. Why would you rent out a unit under these conditions. My things would be to hot and muggy storing them in that unit and plus the heat invites pests. Ants and all type of critters would be in that unit. I would like to have another unit where there is an air conditioner and cleanliness please and to push my due date to when I move in or a refund.Initial Complaint
Date:09/14/2024
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.
My parents and I have lived in Timber Ridge Subdivision for over 40 years. What use to be a Social Security Bank is now owned by your company, Extra Space Storage. But, now Homeless People are living out of their vehicles in the parking lot. I even saw one lady Barbecuing on a pit and another drying clothes on the bank teller machines!
Someone needs to check into who is responsible for maintaining this property at **** ******* ** *** *******, TX 78251. These home less people are living there and it looks trashy. This non working bank building has been vandalized before. We have had to call the cops to get rid of other homeless people living there. It is truly an eye sore. Property Management should be responsible enough to keep this area clean and not be a welcoming station for homeless people. We have Hope for Haven here in San Antonio a facility for these people.Business Response
Date: 09/16/2024
Extra Space Storage would like to thank Ms. Solano for
reaching out. We do apologize that Ms. Solano has experienced this issue with the neighboring store. We've forwarded this feedback to the right district manager for a full investigation into the complaint. Thank you.Customer Answer
Date: 09/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22286953, and find that this resolution is satisfactory to me.
Sincerely,
Carol SolanoInitial Complaint
Date:09/14/2024
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.
Company advertised discounted units with no clear indication the rent would drastically increase after initial prepay agreement expired. The rental agreement includes in fine print that they "may change the month to month rate for any reason with a 30 day notice". Not only was I not given this 30 day notice, my rent went from 289 to 389 - a 25% increase - (after being established in the unit for four months - effectively forcing me into a new long term rate under duress). A customer service agent claims this is due to market conditions, but the location is currently offering same size units at a much lower rate, and larger units (10x30 and 10x24) at a lower rate than I'm now being charged for my 10x20. This is clearly intentional extortionary practice, allowing a customer to establish themselves in a very large unit, and then raising the rate exorbitantly.Business Response
Date: 09/16/2024
Extra Space Storage would like to
thank Mr. Smith 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. Smith 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 7/17/24 notifying Mr. Smith that as of 8/28/24,
the new rent rate would be $389, 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 9/14/24, the District Team applied a manager’s
credit of $100 as a one-time courtesy to have Mr. Smith's new rate change effective the
next month, to resolve his complaint of not having 30 day notice. Rental agreements with Extra
Space are strictly month-to-month, therefore, rates are not guaranteed for any
specified amount of time. For the reasons mentioned above Extra Space has
followed the policies laid out in our lease agreement and therefore cannot
guarantee rates will not be reviewed based on market changes.For any rate
negotiations we advise Mr. Smith 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:09/14/2024
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.
We rented unit 227 at Extra Space Storage in Canton, MS as a climate control unit and sadly, this facility did not control the climate which resulted in all our worldly possessions and memories molding. This is quite disappointing to say the very least. We are requesting that they refund us the rent we paid from February 2023-July 2024, which is $3,872.39. We are not asking for thousands of dollars to replace our belongings along with pain and suffering, but we asking for a full refund for services not provided.
Valerie, their employee, was present when our children were at the facility on August 10, 2024 cleaning out our storage and took pictures. When they arrived the air conditioner was not on and absolutely no air flow in the building. The storage unit was hotter inside than outside. It is very sad that we entrusted this company to provide a climate to protect our lifetime of memories and they did not even keep the unit air conditioned. In addition, once our belongings were removed, a puddle of water was in the unit indicating moisture build up through a crack in the unit floor, which we reported to them.
We sent this request and was told that a supervisor would contact us. After 20 days of calling and leaving messages, we received an email message saying the HVAC had be checked and was working. They also kept referring me to file an insurance claim for our losses which completely ignores the neglect on their part to provide us with a climate controlled environment they agreed to. We are not asking for them to pay for our losses--that would be impossible. We want a full refund since they neglected to provide the climate controlled environment they agreed to when we left our treasures in their storage unit. If we didn't care about having a climate control unit we could have spent a lot less money on a different unit. They did not provide what they agreed to and we would like a refund.Business Response
Date: 09/16/2024
Extra Space Storage would like to thank Mr and Ms Barilleau for
reaching out. We understand the frustration and hope to clarify. Extra Space Storage would like to
acknowledge that customers are required to insure their items to the full value, either by using our
third-party provider, their own personal insurance, or altering the lease agreement and signing a waiver.
Customers may choose which option works best for them.
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 damage and Mr and Ms Barilleau should pursue any claims with the insurance company.Extra Space does not guarantee the safety of our facility, or the personal
property stored by our customers. Pursuant to the lease "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."
Extra Space is not responsible for humidity damage. Regarding the facilities climate-controlled spaces, pursuant to the lease: "Climate controlled
spaces are heated and cooled depending on outside temperature. These spaces do
not provide constant internal temperature or humidity control. Operator does
not warrant or guarantee temperature or humidity ranges in the Space due to
changes in outside temperature and humidity, or due to other considerations,
and Customer understands and assumes the risk of climate-controlled spaces not
meeting certain temperature and humidity requirements." Therefore, the
lease clearly states that Extra Space cannot control the exact temperature of
the space and that Mr and Ms Barilleau assumed the
risk of any potential humidity damage.
For the reasons mentioned above
Extra Space has followed the polices laid out in our lease agreement therefore
no refund is due as the space was still occupied by Mr and Ms Barilleau's belongings. While we are glad that Mr and Ms Barilleau 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. We would advise Mr and Ms Barilleau to work with a claims adjustor towards compensation. Additionally, Mr and Ms Barilleau can email ********************** for additional assistance with this claim’s
questions. Mr and Ms Barilleau can also go the website at www.cppclaims.com to file and view this
claim.Unfortunately, Extra Space does not handle insurance claims nor the
compensation for insurance claims or damages. Mr and Ms Barilleau are also welcomed to
reach out to our customer service department at 1-888-STORAGE to be put in
contact with the District Manager if wishing to discuss this account further
Thank you.Initial Complaint
Date:09/13/2024
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.
The bay door of this storage facility has been broken and stuck in the open position for approximately three months. This door is the only barrier between the public and the individual storage units. There are no further codes/keys preventing 24/7 access to the individual units within. While the facility does have security cameras, the cameras only provide evidence after a potential break-in has already occurred.
I first noted the issue on August 4, 2024. However, I am not a frequent visitor. A customer who is there almost daily told me that the door had been broken for nearly two months at that point.
I called a toll-free number for the parent company (855-241-9593) and spoke with a gentleman named Zach who thanked me for the information and said he would file a report.
I called again on August 7th, this time calling another number (855-892-4519). I was told that my call would be escalated and I would hear from the district manager.
The "District Team Lead," Adam (from the Warminster location--215-589-8182/267-908-7282) called me on August 8th. He told me that senior management was aware of the situation, and said that he would call me with weekly updates.
It is now three weeks later. I have not heard back from the "District Team Lead," and the door is still broken in the open position.Business Response
Date: 09/16/2024
Extra Space Storage
would like to thank Ms. Heyman for reaching out. We apologize that the district team has not followed up with weekly updates, as was promised to Ms. Heyman. We have notified the District Manager of this repair delay and the break down in customer communication. Someone from the district will attempt to contact Ms. Heyman to discuss this matter further
regarding the delay in the property repair this week. Thank youCustomer Answer
Date: 09/16/2024
Complaint: 22210647
I am rejecting this response because:My concern is not with the non-responsiveness of the staff.
My concern is with the fact that this repair has not been made.
The response I am requesting is to be provided with a specific date by which this repair will be made.
As the parent company, I believe it is your responsibility to ensure that this situation is addressed.
Sincerely,
Elizabeth HeymanBusiness Response
Date: 09/17/2024
Extra Space Storage would like to thank Ms. Heyman for reaching out.
The district manager has informed us of the details of the repair. The bay door was struck by a U-haul truck in early July and the
lead time to get the parts was approximately 6 weeks. Once the vendor, Jaydor, received the
parts in late August, they were scheduled to do the install. We have been struggling to get a commitment from the vendor on when this will be competed.. On Friday 9/13 Jaydor assured the ES team that the door will get repaired by the end of day Wednesday 9/18. If for any reason Jaydor were to miss this install date, a back up vendor has also been contacted.
The store manager reached out to Ms. Heyman on 9/16 to update her on this status and did not get an answer but
left a voicemail. He will reach out again today. Again we apologize that the district team has not followed up with weekly updates, as was promised to Ms. Heyman to explain the delays. Thank you
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