ComplaintsforExtra Space Management, Inc.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9-26-2024 Terrence from my local storage facility called me and told me because I paid my account off and was now out of Auction, that I would have to come in and replace my lock at my own cost because they cut my lock and their lock is the only thing securing my unit. I paid $570.00 which was $120.00 auction fees to maintain ownership of my property. The facility cut my lock which was my property and I paid my account off in full. I became enraged and used profane language and said bad things about the employees that worked there. I asked for a call back from a district manager to go over the lock further. On 9-27-2024 Aaron the district manager called me and stated that he was following up on Terrence's call and that Terrence was an African American. I proceeded to tell him that race had nothing to do with this call and that the company had violated my rights under Florida law by cutting my lock which was my personal property. My rights were violated under Florida Statue 83.806 section 6 which states "Upon receipt of such payment, the owner shall return the property to the tenant and thereafter shall have no liability to any person with respect to such personal property". By cutting my lock and saying that I must pay for it violates FL laws and is illegal. Aaron then proceeded to tell me that they are going to exercise their right to not renew my lease and I must move out of the unit by Oct 17th 2024. He did state they will replace the lock they cut. I told him that I thought that if they are forcing me that there is nothing I could do. I would like to keep my unit at the location and or a refund for my full amount of $570.33. As of today I received a notice that the move out was my choice and the message gave me instructions on how to move out. I have attached the Florida Statue in where my rights were violated and have forwarded this complaint to my attorney ** ****** at **** ******* **. Orlando FL 32803. I would personally like to apologize to Terrence.

  

  Business response

  09/30/2024

  Extra Space Storage would like to thank Mr. ****** for reaching out. We understand the frustration and hope to clarify.
  

  After Mr. ******'s account was brought current on 9/25/24 the district team contacted him, as a courtesy, to inform him that a new lock was now needed. The staff had removed Mr. ******'s lock during the foreclosure process, per the terms of the lease and Notice of Lien.
  

  Per the lease, Extra Space may enter the space after 30 days of defaulting on the agreement. Section 10 states:  "Customer grants Operator and Operator's Agents or any governmental authority access to the Space: a) upon three (3) days prior written notice, b) upon default of the Agreement by Customer for thirty (30) days, c) in emergency circumstances (defined as imminent injury to persons or property), or d) as required by law. If Customer fails to grant access, Operator, Operator's Agents or the agents of any governmental authority shall have the right to remove Customer's lock and enter the Space to examine the contents, to make repairs or alterations, to take reasonable steps to preserve the Space, to comply with the law, or to enforce Operator's rights; including the right to relocate Customer’s belongings if necessary. In the event that Operator must replace the lock, Operator may charge Customer for the lock."

  The Notice of Lien and Foreclosure was sent to Mr. ****** on 8/26/24 after 30 days of default and also states "As part of the lien process, your lock may be cut and your unit inventoried. In the event you pay your account current prior to auction, you will be responsible for providing your own lock to secure your unit at the time of payment. If you have not otherwise secured your unit, a lock will be charged to your account and the keys will be mailed to the address set forth above."
  

  For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore will not refund or compensate Mr. ****** for the loss due to non-payment of rent and fees that were owed.

  Due to the harassment and treatment of the staff who were only trying to enforce the agreement, Extra Space has decided to not renew the lease with Mr. ******. Thank you.

  Customer response

  09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I do not have a lease with extras space storage I was a tenant of cube storage and I was grandfathered into the space from the previous business. I have no lease that was signed by me from this business and the individuals at the property are taking actions I did not agree to.

  This company is flagrant with disrespect to its customers and previous tenants of the spaces and when the customer fights back they respond with cookie cutter answers from their agreements which again I never signed. 

  DO NOT DO RENT FROM THIS COMPANY YOUR ITEMS ARE AT RISK EVERYDAY! 

  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented unit #**** at the **** ******** ***** **, Alpharetta, GA 30005, vacated in March 2022 and provided the local office with a forwarding address because I was moving out of state. I had pre-paid my storage unit so that $348 was due as a refund. In 2024, after moving back to GA and realizing I never received the refund I contacted the local office. They obtained proof of the check issuance that was mailed to the OLD address. Obviously the forwarding address had not been updated. Dana, the district team lead said she was informed by the accounting team that the check had been cashed. I checked with my banking institution to confirm if I had deposited such check (Which I alreeady knew I had not since I did not live at the address it was sent to for years) and my bank confirmed I did not. That is the ONLY banking institution I use and if I would have cashed the check it would have been through them. I then requested a copy of the cashed check so I could file a police report for fraud & Dana said they do not have it and could not get it. I requested a suggested next steps and was told by Dana that since the check was cashed there was nothing more Extra Space would do. I requested contact info for the Corporate Office and was told there was no way to contact them but her District Manager, Shawn M***** would contact me and as of Sept 27, 2024, I have not heard from him. I want the money that was due back to me. I want a copy of the cashed check. I want to be able to contact someone above Shawn M***** directly.

  

  Business response

  10/01/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out.

  Upon review from the accounting department, the refund check sent to Ms. ***** has not been cashed. We apologize for any miscommunication from the local office. The check shows a status of "cleared" which is what happens to all checks in our system after 1 year of not being cashed. This may have been the source of the confusion.

  We have notified the District Manager who will attempt to contact Ms. ***** to obtain her new address for the refund check. We will have it processed and mailed out to her new residence as soon as possible. We apologize for any frustration this may have caused Ms. *****.

  Ms. ***** 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 you

  Customer response

  10/02/2024

  
  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

  09/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of Transaction: May 27, 2024 Rental of a Storage Unit Contracted price of $195/month Rate increase of over 50% to $295 Initially with Life Storage who has been bought out by Extra Space Storage. My complaint is that the business is taking advantage of customers in a captured way. Once a customer's furniture and belongings are in the storage unit, is is costly to remove them, so the business knows that customers have very little recourse if they increase rates. Hiring movers to move my belongings and furniture would cost me $500+. This in my opinion is a deceptive business practice. I'm sure that this has been reported.

  

  Business response

  09/30/2024

  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. The rate change notice was mailed on 7/16/24 notifying Mr. ******* that as of 8/27/24, the new rent rate would be $284, 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 9/27/24, the District Team agreed to reduce Mr. *******'s rent to $204 as a one-time courtesy to resolve the complaint o 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 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.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented a storage unit here advertised online as approximately 5’x7’ Upon arriving, I found my unit is actually 3’x8’ This not only means some of my belongings won’t fit, but even the raw square footage is significantly below what I am paying for - beyond an approximation error. When I attempted to resolve this issue with the manager, I was told it was company policy to significantly round-up the smaller dimension. I was also informed that I will not be refunded if I chose to leave, despite the false advertising. I am attempting to rapidly find another storage facility and move out, but would like to either: - be refunded entirely due to the false advertising - be moved to a unit of equal square footage for what I am paying (35 sq ft) Would also like it noted that, apparently, all of this is a direct result of a corperate policy.

  

  Business response

  09/24/2024

  Extra Space Storage would like to thank Mr. ***** for reaching out. We understand the frustration and hope to clarify.

  The lease which Mr. ***** signed states in the unit details section that it is "approximate size 5x7". The lease also states in bold in the first paragraph that "Customer acknowledges and agrees the measurements noted for the Facility and the spaces located thereon are an approximation only, do not refer to usable space and that the size of the Facility and any referenced sizes are approximate, given for illustration only and may vary materially." As such, Mr. ***** was informed in writing when signing the lease that sizes are only approximations and may vary.

  Upon review of the account notes, Mr. ***** spoke with the store manager on 9/24 regarding this issue. The store manager immediately processed a refund for the purchase of the lock. They also informed Mr. ***** that they would process a refund for the rent once his items were removed from the storage unit. We would advise Mr. ***** to empty the unit as soon as possible and follow up with the store manager who can process the refund.

  We do apologize that Mr. ***** was not happy with his most recent experience and we've forwarded this feedback to the right team for future considerations of lease agreements and advertisements. Thank you.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a notice about an upcoming 74% price increase in my storage rate. I have called multiple times to request a review of my rates because I noticed that I am paying significantly more and have been for while over what they currently have advertised. My rate initially started at $123, then received a noticed it was going up to $225. I called to cancel and the guy said they could lower it to $178 ( what I currently pay). I received a new notice about an increase after I complained about why I was paying so much more than what is currently available. There is currently a special for $90 a month that they won't honor to existing customers. My plan was to use this as a long term storage since we live down the street. I don't know how they are allowed to price-gouge customers without consequence or state AG involvement.

  

  Business response

  09/24/2024

  Extra Space Storage would like to thank Mr. Carmona 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. Carmona 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. The rate change notice was mailed on 9/1/24 notifying Mr. Carmona that as of 10/13/24, the new rent rate would be $213, 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 9/24/24, the store manager offered to reduce Mr. Carmona's rate to $123 which is $50 lower than his current rate but he would not accept that.
  

  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. Carmona 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 response

  09/25/2024

   
  Complaint: 22325117
  
  I am rejecting this response because: the rate is still higher than the advertised $90 rate for the same space and I have been overpaying since the first unwarranted price increase. I believe me and other customers like me are being price-gouged by the storage industry and I may need to bring this to the AZ AG's office; there is no way a sub 80% increase is done and only being done because the storage motto is you are leaving money on the table if you aren't constantly raising rates. 
  
  Sincerely,
  
  Estevan Carmona

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extra space storage has duped me into signing a lease with low rate and then raised the rental price buy astounding 200%. THis happened only after I signed off lease from public storage with similar unscrupulous practice. I request 5000$ in reimbursement for overhead associated with singing the lease (administrative, moving etc) and being trapped into "teaser rate". By comparison, i have similar subsription account with cell phone, streamin etc and they dont do it. Extra space should haev no position to raise rent 200% when burden of moving in and out as a leverage toward complacency. In addition to 5000$ mentioned above, i am ok with signing lease 3 years with no rate increase or Extra space cover fees associated with moving out.

  

  Business response

  09/24/2024

  Extra Space Storage would like to thank Mr. Gankhuyag 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. Gankhuyag 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 7/31/24 notifying Mr. Gankhuyag that as of 9/11/24, the new rent rate would be $66, 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. Gankhuyag 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 response

  09/25/2024

   
  Complaint: 22327046
  
  I am rejecting this response because: the response is BS meter that is high and redlined. Keyword is market condition nonsensical BS because i just see sign up fee is 16$ web rate currentlly for 5x5.
  
  Sincerely,
  
  Guyen Gankhuyag

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 19th and 20th I went to my storage unit where I have had thousands of dollars in studio sound equipment in a humidity and temperature controlled 8x10 room for 9 years. During this period Extra Space Storage was the third owner. Upon arriving there on the 19th I had a worker go into the office as we arrived in the rental truck to move the items out, and he asked where we should enter the security number to gain access for the gate. The first huge mistake was they gave this stranger my security code access number without questioning his ID or anything. Upon arriving to the unit I could clearly see there was a roof leak and unfortunately a leak popped through and a black gooey substance poured through the ceiling onto my professional sound mixing desk and over the equipment down the back to the bottom of it and also on the face of the desk unit and rusted the bottom of my microphone stands which were cast iron and Chrome. A manager came and asked me when I returned on the 20th to get the smaller items and close the unit If I Was ***** ***** I said I was and again I was never asked for proof of my identity. I told him of the roof leak and so him the hole in the ceiling and the rust circle spots on the floor from the microphone stands and I said that I would be demanding this month's rent returned because the unit did not live up to what it was to provide for me which was a temperature and humidity controlled unit that was in good condition to be able to protect my belongings. I also asked why there was extra storage space tape on my lock and the manager said that's because everyone has to use our locks. I said but this is not your luck so you just put the tape on there to give the illusion that everyone uses your relax when indeed they do not you are scamming them to buy their lock when everyone is not using their locks. Today on September 23rd I contacted the corporate office and ask to speak to a supervisor and they would not resolve the matter.

  

  Business response

  09/24/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out. We understand the frustration and hope to clarify. 

  Extra Space does use security stickers on customer locks. These stickers help ensure during the daily facility check that no locks have been broken into or replaced overnight. This is a security precaution and good practice which Extra Space will continue to do as a benefit to all customers. Customers are welcome to use their own locks, when they do fit the door latch, but stickers will be placed on them to identify the lock is correct and belongs to that customer who rented the unit. We do apologize that Ms. ***** was not happy with her most recent experience regarding a gate code given out to her worker without the showing of ID and we have passed on that detail to the correct manager for future development of the staff.

  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 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 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. We would advise Ms. ***** to continue working with her claims adjustor towards compensation. Additionally, Ms. ***** can email ********************** for additional assistance with her claim’s questions. Ms. ***** 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. Thank you

  Customer response

  09/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: the company contractually is to provide a safe storage unit with humidity and Temperature Control is the options for the rented unit. There is no question they failed to do this for sure for the month of September since the goo that dropped it down from the ceiling had hardened. They also did not respond to handing a worker who was not myself my personal security code and they did not ask for identification from this person. Half a dozen people in my life where I rent that particular unit that code is my personal code and was handed to this other individual who I hired for this single time. Since the company did not provide a healthy environment in their unit for the month of September for absolutely sure and I do have a witness, they should not be allowed to charge me for this month. The manager admitted to me why the tape was on the locks because it was about selling new customers their own locks and to make it look like all locks in the unit were theirs they stuck stickers on locks that were not. This was to give the impression that everyone used their locks and to take away any defense new customers that might say there were others there not using their locks. If this had actually been the new policy I would have been required to purchase a new lock which I was not required to do. This means the reason they stuck the tape on there as the manager indicated at the site was to get everyone on board to purchase their locks. The response is not truthful that the business provided or management at the local site is doing something the company is not aware of. If the company does not provide me with a refund of this month they failed to provide a healthy and safe environment for my expensive equipment that is promised in our contract, I will take them to small claims court locally and sue local management for failure to provide that. Management also indicated there were other issues the company had and the frustration to get issues solved from time to time. I would not file an insurance claim because I don't believe I would be dealt with in an even-handed and truthful way. This is not been my experience with the company in the last 2 months. In August 1st individual from the company called and said they would be taking my credit card payment over the phone since it was due that day. This is never happened to me before for many business in my 67 years of life on this Earth. I complained to the company and they promised me it wouldn't happen again so they were aware that this practice was in place. I was very unhappy with the unit and how it's being operated and of course I would move my things completely out of there. In short I do not accept their reply as an absolution of any responsibility they have.
  
  Sincerely,
  
  ***** *****

  

  Business response

  09/24/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out.

  The information provided to Ms. ***** by the local manager was incorrect and for that we apologize. As previously stated, Extra Space does use security stickers on customer locks. These stickers help ensure during the daily facility check that no locks have been broken into or replaced overnight. This is a security precaution and good practice which Extra Space will continue to do as a benefit to all customers. Customers are welcome to use their own locks, when they do fit the door latch, but stickers will be placed on them to identify the lock is correct and belongs to that customer who rented the unit. 

  As previously stated, we do apologize that Ms. ***** was not happy with her most recent experience regarding a gate code given out to her worker without the showing of ID and we have passed on that detail to the correct manager for future development of the staff. Employee and disciplinary records are private so any action taken with this employee to prevent future issues will not be shared with customers. 

  Regarding the facility issues, 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 the customer assumed the risk of any potential humidity damage. 

  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 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 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. We would advise Ms. ***** to continue working with her claims adjustor towards compensation. Additionally, Ms. ***** can email ********************** for additional assistance with her claim’s questions. Ms. ***** can also go the website at ***************** to file and view her claim.

  We understand that Ms. ***** may pursue action against Extra Space and have notified the district manager. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. Thank you

  Customer response

  09/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: I would load up the videos we have of the Leaky Roof and the syrup that dripped from it from the ceiling and the evidence from the water on the floor that left the rusty circles where my microphone stands were but this response software on this web page does not allow a file this big and apparently this is what is acceptable at extra space storage when somebody's renting a higher-end unit that apparently doesn't seem to have a roof in good condition. Beyond all the other failures of this business to do business with a customer and good order I can prove the last month at least was a failure for the business to provide a decent unit for rent. I can do this through my videos my photographs and my witness. I'm not surprised that the business isn't even going to give me a measly $300 back for the last month's rent that I am owed because of their failure to rent a decent unit in good order. I guess you will just have to wait to see the videos on my social media channels and your district manager can watch them in court when I go after the measly $300 I'm asking for and I old and you are denying apparently. The manager actually said to me that people were required to use their locks that's what he said and now the company is throwing the manager under the bus the tape remarks are ridiculous because someone would have to make a trip around the entire unit after individuals come in and out and I'm sure they don't do that I'm sure the reason they put the tape on there is because of what the manager said. So they failed to provide a decent unit for rent they failed to provide me security in my code they failed to provide me respect in dealing with this matter. I'm not surprised there are so many poor reviews of this business. Out of all the three owners of this unit in the 9 years I have been there this is been my worst experience in just the last 2 months alone. Apparently you are saying we are going to see each other in court and believe me I'm going to make sure I arrange that because if you're failure to provide me 300 measly dollars when even your manager saw the roof damage and you saw the damage to my cabinet here that proves the unit was not in good order and if it immediately rented to another without repairs then you would be responsible for their damage too. But I'm sure you're going to make it a viable unit for the next renter. I wish I had that experience the next renter is going to have when you actually repair your roof. Friday September 27th 2024 your district manager called me when I was not home and he did it from a number that didn't show it said it was private and I'm sure this is so that I can't prove that I was even called by the company I'm not surprised. I can assure you that if the district manager does call on Monday once again I will notify him I'm recording the conversation as I know he's going to be recording me. I'm not letting this go. You failed to provide a decent unit provably for the last month with no doubt at all because of your negligence you failed to provide a reasonable conclusion to that failure and are forcing me into court over the matter. I find this rather paltry and I'm wondering about the financial situation of the company seriously I am. I find this to be a moral issue and a shining example of how this company does business and I'm going to make sure the public is aware of my experience I'm going to go out of my way to do it because I went to warn others of what I went through. I'm being forced to do so for the benefit of others. I really can't believe it's come to this.
  
  Sincerely,
  
  ***** *****

  

  Business response

  09/30/2024

  Extra Space Storage would like to thank Ms. ***** for reaching out.
  

  We have not been provided with any new information and have only the same complaints to respond to rearding Ms. *****.

  1. The information provided to Ms. ***** by the local manager was incorrect. As previously stated, Extra Space does use security stickers on customer locks. These stickers help ensure during the daily facility check that no locks have been broken into or replaced overnight. This is part of standard ES training and policy at all stores in every state.

  2. As previously stated, we do apologize that Ms. ***** was not happy with her most recent experience regarding a gate code given out to her worker without the showing of ID and we have passed on that detail to the correct manager for future development of the staff.
  
  3. 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. ***** to continue working with her claims adjustor towards compensation. Unfortunately, Extra Space does not handle insurance claims nor the compensation for insurance claims or damages. 

  4. We understand that Ms. ***** may pursue action against Extra Space and have notified the district manager. We have requested for the district manager to again contact Ms. *****.

  Extra Space acted within the law in all respects regarding Ms. ***** 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. Thank you

  Customer response

  10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am not making an insurance claim I do have insurance and if you look at my history you'll see it's been paid for you while I've been a customer and the past two owners of the business for 9 years. You seemed to indicate in a past correspondence through this portal that I may not have insurance. This is not about claiming the damage to the equipment. I understand how these insurance companies work I'm 67 I wasn't born yesterday. Most claims is paid at all are substantially less than the damage done. The replacement cost is not what is paid out. I'm claiming for at least one valid month that is provable the storage unit did not have a viable roof in good condition and caused a leak of a chemical substance and a water leak as well on the floor that did damage the equipment. You're failing to understand I'm claiming at least one month's rent back because you failed to provide a viable and safe environment through your neglect of care for the property that any owner should do. I'd love to be a fly on the wall and see if you just rented the unit out once again without any repair to the roof again. As well you should be aware as I told the manager is evidence of frost heave at the back of j49 on the left side where the cement is cracked and where the storage unit has a space between the floor and the wall. I have pictures of the water that was evident on the floor through a video. I would hope that you would repair it for your next victim oh excuse me, customer, before the next person would end up with the same situation or maybe something worse. In essence you are protecting one month's rent of approximately $300 or less if you deduct the insurance because that's more important to you than customer satisfaction and making sure you meet the customer at a reasonable conclusion because of evident failure on your part for the storage facility condition. That's all I have to say on the matter. If the regional manager would like to get a hold of me and work something out I'd be more than welcome to speak with him. He said he would call yesterday on the voicemail he left with me Friday but of course he didn't. I will say though that if he is going to record my conversation with him I am going to record his conversation with me and I will be completely transparent about that as I hope you would be. That's all I have to say in the matter. How the company treated the customer in this matter with all the issues that were experienced over 2 months was deplorable and nothing less. That's my opinion and my testimony that I'll be giving in court if some reasonable conclusion is not met it's not a threat it's just the truth. Goodbye.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a storage unit from extra space storage inc. on 12/16/2023. I was made to put my account on autopay. Even after expressing my concern and the fact I have NEVER had any bill on auto pay. I was pressured to enroll in autopay from the day I signed the contract.On 2/23/2024 I got a tiny post card in the mail stating my rate would double in the next month. I contacted the site manager Graeme P****** regarding the attempt to the price within 2 months of moving in. He said he would call me back. He insteadsent a text message saying he was able to lower the increase. So, within 2 months the rate increased. I have the text msgs from him saying my rate is $158 in affect for the next 9 months. However, on 9/16/24 I noticed a pending charge with my checking account for $258. from Extra space storage Inc. I called Graeme P****** immediately and he again said he would call me back and instead sent a text a few hours later. The text said he again was able to lower the rate to $218 from $279. I declined his offer and told him I would be moving my things out. I also screen shotted the msgs from 2/24 and told him I was reminding him of our contract and I expected him to follow the contract he had made with me. He ignored that and only replied to the move out portion of my message and I received an official message saying they had received my move out notice and I would be moving out by 10/15/2024. They did take the $258 out of my account, days after 9/16/24; when I did inform Mr. P*******, via text they were only authorized to debit $158 from my acct per our contract. I am very upset and what they are doing is illegal. It feels like bait and switch.T I have filed a dispute with my bank for the $100 unauthorized over charge. I do not understand how they keep doing this despite agreeing to terms and conditions in regards to the time the rate would be in effect. This has never happened at Public storage or any other facility I have rented from in over 25 years.

  

  Business response

  09/20/2024

  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, "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."

  Pursuant to section 5 of the lease agreement, 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.

  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 most recent rate change notice was mailed on 8/05/24 notifying Ms. ******** that as of 9/16/24, the new rent rate would be $258, 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 9/16/24, the District Team reduced Ms. ******** rent to $218 to resolve the complaint on this unit.  Extra Space Storage would like to acknowledge this is the 2nd time they have extended the courtesy of lowering a rate increase in 2024 to attempt to resolve issues with Ms. ********.
  

  Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time and Ms. ******** will not be compensated for moving expenses or the legal raise in rates. 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.

  Customer response

  09/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

   The screenshots I have provided are definitive PROOF  THE BUSINESS MADE A 9 MONTH CONTRACT AT A SPECIFIC RATE. They are now going back to cite legal loopholes, that do NOT apply. As they promised a rate of $158/month for 9 months begining 3/2024. This is immoral and illegal. They made a contract stating my rate was in effect for 9 months after the first change in rates. This excuse can not legally excuse the breach of contract.

  

  Business response

  09/23/2024

  Extra Space Storage would like to thank Ms. ******** for reaching out.
  
  Per the lease agreement "Operator’s Agents are not authorized or permitted to make any warranties about the Space or the Facility. Operator’s Agents’ ORAL STATEMENTS DO NOT CONSTITUTE WARRANTIES and shall not be relied upon by Customer. The entire agreement and understanding of the parties hereto are embodied in this writing and NO OTHER WARRANTIES are given." As such the lease signed by Ms. ******** stated the agreement was month to month and that is the only binding contract.

  Rental agreements with Extra Space are strictly month-to-month, therefore, rates are not guaranteed for any specified amount of time and Ms. ******** will not be compensated for moving expenses or the legal raise in rates. 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

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a storage unit for over 5 years in the Dacula, GA location. As it is for many people, things have been challenging and I have saved my unit from auction 3 times. I contacted the location to let them know that I recently became employed and needed a little more time to satisfy my obligation as I've done in the past. Chris, the manager indicated that he COULD help, but that he would not do so. I requested an escalation to the District Team Leader but was told they would not speak with me and did not make decisions. Chris stated he does what he wants at that location. I explained that my LIFE in in that unit and pleaded with him. I explained that I had every intention of paying it monthly now that I have a new role. All I was looking for was a little human compassion and a little time to bring this account current. I don't understand why someone who could help would not. In fact, according to Chris, the auction is a pain, so why not give a long time customer a little time to keep the unit cash-flowing? His indifference and refusal to do what is obviously in the best interest of the company is deeply disappointing. Chris has failed and is actively working against the company's mission to "do the right thing/provide solutions/show genuine care and appreciation or create a win-win situation for the customer", and has no understanding of the Passion and Excellence values the company holds. I am hoping that someone from the business reads this and reaches out. I want to maintain my unit and am happy to pay for it. Please take it off the auction block.

  

  Business response

  09/19/2024

  Extra Space Storage would like to thank Ms. Morris for reaching out. We understand the frustration and hope to clarify.
  
  Extra Space properly followed the self-storage statute for the state of GA to sell this unit, including sending notices to Ms. Morris. We would like to acknowledge that the last payment made on Ms. Morris' unit was on 6/20/24. Rent became due again on 7/10/24 and remained unpaid, therefore fees accrued per the lease agreement and the space progressed through the auction process.
  
  Pursuant to the lease agreement that Ms. Morris 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 text messages sent regarding Ms. Morris account being past due. The Notice of Lien Letter was emailed to the address we have on file for Ms. Morris on 8/16/24 and shows as delivered to her mailbox successfully. As such, Ms. Morris 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. Morris 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. Morris 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.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  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

  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.

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