Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/26/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been a loyal extra space customer since 2019. Over the past two years, my account had received 4 rate increases without notice. Extra space takes advantage of its consumers and price gouges them as much as they can, without following any notification guidelines. They stated they sent letters, (with no supporting evidence) to the wrong address that Ive asked them multiple times to update. The most recent price increase was almost $100 monthly! When I noticed this change on my account when logging in, I requested to speak to the general manager and have left multiple requests (at least 10) at the office level and the corporate level requesting that he get in contact with me to discuss this, and its been over a month since my original request and he has not reached out to me. Corporate then sent a request to his supervisor and she has not responded either. This level of customer service is beyond despicable. Taking advantage of military service members and refusing to communicate with loyal customers is unacceptable.
Business response
12/05/2021
Extra Space Storage would like to thank ****** 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. Rental agreements with Extra Space are strictly month-to-month, therefore rates are not guaranteed for any specified amount of time. Pursuant to the lease agreement that ************** signed "All terms in this Agreement are subject to change upon thirty (30) days written notice to customer, including but not limited to, and without limitation, Monthly Rental Charges, late fees and other charges." Proper notice is given on all adjustments. The current market value for the same size and type of storage unit is $337 a month. A rate change notice was mailed to the address on file on 9/13/2021 notifying ************** that as of 10/16/2021 her new rent rate would be $226 a month (not including the insurance option chosen at the time of rental or any taxes charged by the state). We would like to acknowledge that ****************** account is currently past due and as a gesture of good will the District Manager did waive both late fees and the lien fee as a one time courtesy. For the reasons mentioned above Extra Space has followed the policies laid out in our lease agreement and therefore cannot guarantee rates would not be reviewed based on market changes. Due to the rental rate being less than the current market value we are unable to reduce her rate at this time. Thank you.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
982 total complaints in the last 3 years.
91 complaints closed in the last 12 months.