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:09/12/2024
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 moved out of the storge unit E001 on July 18th and followed all the procedures as requested by the support over the phone, i was charged $127 on July 28th even after i have moved out. I called to complain and the support person told me they need to confirm and send an email that i already vacated the space and that i will get a refund. I have followed up with several calls and visits to the location, spoke with the storage manager and he said i should get a check by September 1st. Did not get the refund, spoke with the assistant manager Jaye on the September 4th and nothing still. I spoke with another suppoer today September 9th and no clue still, hence am filing this complain
Business Response
Date: 09/16/2024
Extra
Space Storage would like to thank Mr. Akinola for reaching out. We understand
the frustration and hope to clarify.On July 29, 2024 a refund check request was submitted to the Extra Space accounting department. This was to return $127 to Mr. Akinola for his last rent payment.
Once they were informed that Mr. Akinola did not receive the initial check refund, the local team immediately submitted a new check request. Upon review of the status on 9/10/24, this has already been processed and the refund check is being prepared to be mailed to the address on file.
Please allow a couple weeks for
the USPS to deliver. It normally takes 3-5 weeks for a check to be
delivered. Thank youInitial Complaint
Date:09/10/2024
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.
3 UNITS RENTED. ESS KNEW ABOUT A RODENT PROBLEM AND NEVER REMEDIATED. HOLE IN THE ROOF OF AN INDOOR CLIMATE CONTROLLED UNIT ALLOWED FOR AN INFESTATION. MOST OF OUR PROPERTY (WARDROBE, FURNITURE) DESTROYED. CONTRACTS STIPULATE ZERO ACCOUNTABILITY HOWEVER THIS IS A CLEAR CASE OF NEGLIGENCE AND PUBLIC SAFETY. WHEN WE TRIED TO MOVE OUR MOVERS HAD TO STOP BECAUSE OF AGGRESSIVE RATS. THEY SAID THEY HAVE NEVER SEEN THIS BAD OF AN INFESTATION IN THEIR COURSE OF DOING FL RESIDENTIAL MOVES. WE DESPERATELY NEED HELP TO GET WHATEVER BELONGINGS WE CAN GET OUT, SAFELY, AND RECOVERED. AND WE NEED TO BE ABLE TO PHOTOGRAPH ALL OF THE DAMAGED ASSETS FOR INSURANCE PURPOSES. RIGHT NOW, TOO DANGEROUS. WE WERE TOLD THE BUSINESS WOULD NOT GO TO THE EXPENSE OF $15K TO TENT AND BOMB THE UNITS INSTEAD THEY ARE USING TRAPS. AND THEIR ROOF REMAINS EXPOSED. ALL WHILE CHARGING TOP DOLLAR AND RAISING RATES WITH NO CUSTOMER NOTIFICATION. WE HAVE A COMPLAINT WITH CODE ENFORCEMENT THAT IS ACTIVE.Business Response
Date: 09/11/2024
Extra Space Storage would
like to thank Ms. Hohman 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. Hohman 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 that Ms. Hohman signed, "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. Hohman elected the $10,000
coverage at the time of rental. We would advise Ms. Hohman to work with her
claims adjustor towards compensation. Additionally, Ms. Hohman can submit, view
and manage her claim through the online portal at www.cppclaims.com, she
can reach ESIS directly through email at [email protected] or call ESIS at
877-326-3824.Unfortunately, Extra Space does not handle insurance claims
nor the compensation for insurance claims or damages. Thank you.Customer Answer
Date: 09/17/2024
Complaint: 22265607
I am rejecting this response because: It completely skirts the issue that it is reasonable we expected a working and proper roof over the unit. It does not address the fact that the hole in the roof was known about. Or the fact that we were never given an opportunity to move our things to another unit. We want to work this out amicably, but to throw the contract back at me is not the answer. The business had a responsibility to notify renters and to allow us the opportunity to rescue our items from destruction. We are still in "salvage" mode and appreciate it if a member of senior management can call us to discuss. We have been working with Jenna Vitale, who is wonderful. Kevin Hart called me one day, but when I asked to meet he told me he was busy and had meetings.This business was indeed negligent because of their knowledge of damage to the roof, of which we have an employee statement made to a group of people on 9/7/24 and their failure to notify us. We only discovered this issue with the roof because we had plans to move our belongings into a new home. Now we have virtually nothing. This could have been avoided.
Sincerely,
Jennifer Hohman917-628-9773
Business Response
Date: 09/17/2024
Extra Space Storage would like to thank Ms. Hohman for reaching out.
As previously stated and shown through the lease agreement, Extra Space does not guarantee the safety of our facility, or the personal property stored by our customers. Any compensation needs to be brought up with the insurance company and their claims adjustor.
The lease states "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 have notified the District Manager of Ms. Hohman's request to escalate the issue, who will
attempt to contact and discuss this matter further. Ms. Hohman 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.
We would advise Ms. Hohman to work with her claims adjustor towards compensation. Additionally, Ms. Hohman can submit, view and manage her claim through the online portal at www.cppclaims.com, she can reach ESIS directly through email at ********************** or call ESIS at 877-326-3824. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you.Initial Complaint
Date:09/10/2024
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 6-11-24, a storage unit was rented for my daughter and her friend to keep their belongings over the college summer break. We paid $811.59 for the 3 months expected to have the belongings secured in one of their lockers. Locks were purchased from the establishment however, the manager only provided one set of keys to my daughter. On 9-2-24, the friend went to retrieve her belongings and noticed most everything had been taken. She immediately called my daughter to confirm she hadn't come to take out the items, to which she confirmed she had not. The locks were not broken and no signs of forced entry, which may be key to the insurance claim not being honored. They report that the items are missing and the worker basically tells them they need to file a police report and a claim with the insurance they purchased. In reading the fine print, burglary is a covered risk when it's the result of forced entry into a securely locked storage space. They say they don't have cameras but they do. They gave all these excuses as to how someone might have entered the facility that is secured by a gate code, a door code, and two locks on the unit. When we asked for a refund of the charge for storage, they said to leave a review and that they look at those. A review is not going to get my money back. I also highly doubt the insurance will be willing to pay out the $2,000 claim. Newly replacing all the items taken will certainly be more than $2,000 not to mention the time it will take to purchase it all and the items that are irreplaceable. I have a strong suspicion that the manager has done this before, taking advantage of two, young, unsuspecting girls who have never rented a storage before and wouldn't think that a manager would keep a set of keys for themselves to rob them of their things. By that I mean, selling the second set of keys and allowing someone entry to commit the crime. The manager needs to be held accountable and Extra Space Storage needs to be held accountable too.Business Response
Date: 09/10/2024
Extra Space Storage, on its own behalf and/or that of its
affiliate, Life Storage, would like to thank Ms. Moreno for reaching out. We are unable to find any storage account matching the name or contact details provided in this complaint. Would Ms. Moreno please confirm the full name and account number
associated with the rental? We also need the exact address of the location
where Ms. Moreno's belongings were being stored. Once we are given additional
information we will respond accordingly. Thank you.Customer Answer
Date: 09/10/2024
Complaint: 22263636
I am rejecting this response because:
To protect the privacy of my daughter I left her name out and filed this complaint on her behalf. Extra Space Storage located at 1465 38th Ave, Santa Cruz, CA 95062 is very well aware that Joanna Moreno rented a storage on June 10, 2024 and has come to them with a complaint of theft of her belongings.
Sincerely,
Ivette MorenoBusiness Response
Date: 09/11/2024
Extra Space Storage would like to thank Ms. Moreno for reaching out and providing details so that we could locate the correct account. Unfortunately, we are
not able to disclose any account information
with anyone other than the lease holder with our company. Extra Space
Storage is more than willing to discuss any issues with Joanna Moreno, as they are the lease holder and primary on the
account. We would advise Ms. Moreno to contact the local rental office or customer service at 1-888-STORAGE to be
put in contact with a member of the District
Team. Thank you.Initial Complaint
Date:09/06/2024
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.
Mgr refused to follow their own auction rules, this caused a domino effect of things I was forced to procure. Mgr refused to remove the Hornets/Yellow Jacket nest, have multiple stings from this nest. Mgr is withholding my $100.00 deposit even though the locker was cleaned out on time. Have a police incident report confirming mgr was stalking us. Mgr contacted Storage Traesures and submitted a complaint against me (prior I submitted an inquiry to Extra Space Storage reagrding this magr's refussal to follow auction term rules)Business Response
Date: 09/16/2024
Extra Space would like to thank Mr. Saltzman for reaching out regarding this issue.
Upon review of the account, the store manager held the cash deposit until
8/30, but Mr. Saltzman refused to return to the office to claim the deposit during the allowed timeframe. The customer was offered
an alternate unit, but he wanted the auction unit for 30 days, with a First Month Free promo, which we do not honor on auction units. As for the UHaul/dumpster
expenses, that is unfortunately the auction buyer’s expense and we will not be reimbursing
the customer for this cost.
As Mr. Saltzman removed the
items and vacated the property, we will refund the deposit to their address
of choosing. Please contact the store manager to confirm the address for the refund check. Mr. Saltzman is also welcome 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 this issue further. Thank
you.Business Response
Date: 09/24/2024
Extra
Space Storage would like to thank Mr. Satlzman for reaching out.Mr. Saltzmans check has been processed for his refund. We do apologize that
Mr. Saltzman was not happy with his most recent experience and we've forwarded
this feedback to the right district manager for future development of the staff.Extra
Space acted within the law in all respects regarding Ms. Satlzman and will
provide any additional information the Better Business Bureau needs, however,
Extra Space Storage stands by its responses to the Complaint and won’t be
providing further responses unless further information is needed for the Better
Business Bureau to evaluate.Customer Answer
Date: 09/24/2024
Complaint: 22251949
I am rejecting this response because:Well, the mgr stalking us, that is breaking the law... Section 5 from auction id states I was to be issued the same locker at full rent, Extra space admitted...on here, to trying to give me a Different Locker. I was forced to rent Uhaul truck due to extra space mgr forcing me to empty out unit within 48 hours, had he followed the rules on allowing me to rent unit at full price ($220), instead of renting uhaul $375 + dumpster $435.
Please see past submissions on the domonio affect this caused me and the two dangers at this locker location: mgr + Bee's Nest by my locker. Extra Space didn't care there was a bee's nest by my locker, they dismissed it. They didn't care we were all stung by it + caused us duress during the entire empting out process.
Initial Complaint
Date:09/04/2024
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 rent two climate controlled storage units from Life Storage, the air conditioning has been broken for over six months leaving temperatures up to 92 degrees inside the buildings. I pay extra for climate control so my items aren’t ruined by heat and mildew. This along with multiple other maintains issues have been going on for many years due to lack of responsibility on corporate behalf. The facility where I rent has been at its location since the 1980’s. The company has no problem charging me every month and definitely tack on late fees in a heartbeat. I have tried many times to contact corporate with no success. The manager of the location has given my number to his supervisor and I have not received a call. The company will not credit any of its tenants for not holding up their end of the contract. I signed a rental agreement stating I rented a climate control unit. I have not been able to spend a long period of time in my unit due to the heat, I have Chronic Obstruction Pulmonary disease which makes it very hard for me to breathe while in there. I need to be able to come and go a daily due to me being homeless and that’s where I keep my belongings and clothing. I work two jobs and side jobs when I come across one, I feel it’s very disrespectful and totally unacceptable how this company treats it’s tenants and employees.Business Response
Date: 09/04/2024
Extra Space Storage
would like to thank Ms. Stephens for reaching out. We
understand the frustration and hope to clarify.The lease agreement signed by Ms. Stephens states "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."
Thus, Ms. Stephens accepted all risk of the temperature in the building not meeting certain requirements when signing the lease agreement.
We have notified the District
Team who will attempt to contact Ms. Stephens to provide an update on any pending store maintenance. Ms. Stephens 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 if she wishes to discuss her account further. Thank youCustomer Answer
Date: 09/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22230249, and find that this resolution is satisfactory to me.
Sincerely,
Michele StephensInitial Complaint
Date:09/03/2024
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.
On Aug the 30 I bided on line for a storage locker it was made to look profitable it was every but every box was taped up inside was nothing but trash every bag was nothing but trashmice destroyed all clothing nothing of value I beieave they doctor it up to sale knowing it was all trash put it up for auction anyways nothing was any good to take home what wasn't trash was destroyed by mice they scam me they got payed for trash plus someone to do there job due to a $100.00 clean up depositit would cost another$400.00 in dump fees the locker a 10×25 should of never been up for auction there wasn't one thing I could take home could you please help me I don't want this happening to any body eles the sad thing about this is they knew it was all trash and they put it up anywayBusiness Response
Date: 09/04/2024
Extra Space Storage would like to thank Mr. Wilson for reaching out. Would Mr. Wilson please confirm the unit # associated with the rental? We also need the exact address of the location
where the belongings were being stored in order to locate this auction.In general, Extra Space cannot control the contents of the units in an auction. Any customer who does not pay their bill has their space put up for bids as per the lease agreement. If the unit does not sell because bidders feel that the items are not worth anything, Extra Space would be responsible for cleaning out the unit afterwards. Extra Space does not only post units with "valuable" items inside. Any delinquent space will be posted and it is up to the buyer to decide if they want to buy based on the pictures and must accept what they bought whether it does turn out to be trash or valuable. In this case, Mr. Wilson did bid on a unit and so accepted the contents as is. This is clearly laid out in the Storage Treasures Notice to Buyers which Mr. Wilson had to agree to in order to bid.
Once we are given additional information we will respond accordingly with additional details on the specific unit. Thank you.
Initial Complaint
Date:09/03/2024
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 specifically chose this storage unit (Extra Space) based on the booking agent’s (spare foot storage) experience and assurances that the unit price was stable for at least one year, that an increase would be maximum about $15.
Extra Space has doubled the cost of my unit and provides a bogus number for customer service.´, an automated service that leads to disconnection. I have no means to contact or resolve.Business Response
Date: 09/03/2024
Extra Space Storage would like to
thank Ms. Conway 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. Conway 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. The
rate change notice was mailed on 7/23/24 notifying Ms. Conway that as of 9/03/24,
the new rent rate would be $189, 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. Conway 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:08/29/2024
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 one thing, took my money, then pulled a bait-and-switch and provided a lesser product. They refuse to help, fix, or refund.Business Response
Date: 09/03/2024
Extra Space Storage would like to thank Mr. Lester for
reaching out. We do apologize that Mr. Lester was not happy with his most recent online rental experience and we've forwarded this feedback to the right team to investigate what occurred. Extra Space will process a full refund for the monies paid towards the space.Upon review of the account, a refund has already been initiated on 8/30/24. The refund will be completed on 9/3 which is the date the rental was set to become active. For any further questions regarding the status of the refund, we would advise Mr. Lester to follow up directly with local office. Thank you.
Initial Complaint
Date:08/28/2024
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 August 07, 2024
Here is the list of all the stolen Items:
8 Faucets/ Kitchen ($200 each).
6 Faucets Kit/ showers ($150.00 each).
5 Vigor SSI Series 100 GT
Heavy-Duty Stainless steel
Aluminum-clad stock pots with cover.
3 Boxes of Flat Diffuser for ODL 10in
Tubular Skylights.
5 Boxes of Raunte cabinet pull satin
Nickel steel handles.
2 Boxes of door handles.
5 Kohler Devonshire Center set Bathroom faucet. ( 174.37 each).
4 Containers of electronics and new items:
_lamps-led
_charges/phones/computer key-boards
--Chinaware-porcelain.
4 Led Chandeliers. ( $799.00 each).
8 Big Containers Missing
A Total of $7,192.48 Loss.Business Response
Date: 08/29/2024
Extra Space Storage would
like to thank Ms. Ruiz 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 signed by Ms. Ruiz: "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. Ruiz 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. Ruiz to work with a claims adjustor towards compensation. Additionally, Ms. Ruiz can email ********************** for additional assistance with her claim’s
questions. Ms. Ruiz 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. Ruiz 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 his account further
Thank you.Initial Complaint
Date:08/28/2024
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 pay on a monthly basis for a storage unit. The cost increases frequently.
I have paid for storage to extra Space Management for 14 years!
they are now charging me $494 for fees in addition to rent owed of $300.
Due to an emergency cost for my car I got behind a payment.
Am over 65 and receive social security.
This has now caused a hardship and am in foreclosure.
I received a notice of Lien and Foreclosure on 8/26/24.
I do not believe this is accurate and am disputing this notice.
I am unable to get an accounting of my payments. I have paid thousands of dollars as of 2010.Business Response
Date: 08/29/2024
Extra Space Storage would
like to thank Ms. Gallagher for reaching out. We understand the frustration and
hope to clarify.Extra Space is properly following the self-storage statute for the state of MA to sell this unit, including
sending notices to Ms. Gallagher. We would like to acknowledge that the last
payment made on Ms. Gallagher's unit was on 6/18/24, which was a partial payment that left a balance due of $133. Rent for the next month was already due as of 6/16/24 and remains unpaid, therefore fees and additional months' rent have accrued per the lease
agreement.Pursuant to the lease
agreement that Ms. Gallagher signed, "If Customer does not
pay the Monthly Rental Charge by the 5th day following Customer's Paid Through
Date,
Customer shall pay a late fee of $20.00 or 20% of the Monthly
Rental Charge, whichever is greater. Operator may charge a late fee for each
month Customer fails to pay the Monthly Rental Charge by the 5th day following
the Paid Through Date. Late Fees will be assessed on or after the 6th day
following Customer's current Paid Through Date. Any late fees incurred by
Customer are a service charge and not a penalty......If at the close of
business on the 30th day following the Customer’s current Paid Through Date,
the Monthly Rental Charge or other charges still remain past due, a
pre-foreclosure fee of $120.00 will be assessed and Customer must pay such
amount by cash, credit card, or by certified funds. No personal/company checks
will be accepted for past-due payments. It is agreed to and understood that
partial payments made to cure a default for nonpayment of rent will not delay
or stop foreclosure and sale of Customer's property. The tender of partial
payments, if accepted, shall not serve to waive or avoid the legal effect of
prior notices given to Customer. Only full payment on Customer's account prior
to the published auction date will stop a scheduled sale of the property."Phone calls were made to the
phone number on file, as well as emails sent regarding Ms. Gallagher's
account being past due. The Notice of Lien Letter was mailed to the
address we have on file for Ms. Gallagher on 8/22/24. As such, Ms. Gallagher was legally notified of the
auction scheduled for her unit. We would like to acknowledge that auctions at
Extra Space Storage are held online and are open to public. Once a unit is
sold at auction the contents belong to the auction buyer. It is up to the
discretion of the auction buyer if the items are to be returned.Also per the lease, "CUSTOMER
ACKNOWLEDGES AND AGREES THAT CUSTOMER'S PERSONAL PROPERTY STORED AT THE
FACILITY WILL BE SUBJECT TO A CLAIM OF LIEN IN FAVOR OF OPERATOR FROM THE DATE
THE MONTHLY RENTAL CHARGE AND OTHER CHARGES ARE DUE AND UNPAID, AND FOR
EXPENSES REASONABLY INCURRED IN THE SALE OR DISPOSITION OF CUSTOMER'S STORED
PERSONAL PROPERTY. IF CUSTOMER FAILS TO PAY RENT AND OTHER CHARGES FOR A
CONTINUOUS THIRTY (30) DAY PERIOD, OPERATOR MAY SELL CUSTOMER'S PERSONAL
PROPERTY IN A COMMERCIALLY REASONABLE MANNER AFTER GIVING CUSTOMER REASONABLE
NOTICE, IN ORDER TO SATISFY SUCH LIEN. CUSTOMER AGREES THAT ANY SPACE
ADVERTISED AND SOLD USING AN ONLINE AUCTION PROVIDER IS DEEMED TO BE SOLD IN A
COMMERCIALLY REASONABLE MANNER. Operator may enforce Operator's Lien by selling
Customer's stored personal property at public sale, in accordance with the
provisions of applicable law, and apply the net proceeds from such sale to the
payment of all sums due to Operator. This remedy is cumulative with and in
addition to every other remedy given hereunder or hereafter existing at law or
in equity. It is further understood that the date of sale of Customer’s
property pursuant to this section, if applicable, shall constitute the date of
termination of this Agreement. In the event of a foreclosure of Customer's
interest in the Space, it is understood and agreed that the liability of
Customer for the rents, charges, costs and expenses provided for in this
Agreement shall not be relinquished, diminished or extinguished prior to payment
in full. Operator may use a collection agency to secure any remaining balance
owed by Customer after the application of sale proceeds, if any. If any
property remains unsold after foreclosure and sale, Operator may dispose of
said property in any manner considered appropriate by Operator in its sole
discretion."
For the reasons mentioned above Extra Space has followed the policies laid out
in our lease agreement as well as the state lien laws governing self-storage
and therefore will not be able to stop the sale of the unit. We would advise
Ms. Gallagher to contact the rental office or customer
service at 1-888-STORAGE to be put in contact with a member of the District
Team to discuss payment options. Ms. Gallagher may be able to pay less than what
is owed in exchange for an immediate vacate. Any Pay to Vacate negotiations
must be done directly with the store team or customer service. Thank you.
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