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BBB Business Review

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Extra Space Management, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Extra Space Management, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 275 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

275 complaints closed with BBB in last 3 years | 122 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 18
Billing/Collection Issues 62
Delivery Issues 1
Guarantee/Warranty Issues 4
Problems with Product/Service 190
Total Closed Complaints 275

Customer Reviews Summary Read customer reviews

31 Customer Reviews on Extra Space Management, Inc.
Customer Experience Total Customer Reviews
Positive Experience 16
Neutral Experience 0
Negative Experience 15
Total Customer Reviews 31

Additional Information

BBB file opened: March 20, 2002 Business started: 09/26/1983 Business started locally: 09/26/1983 Business incorporated 09/26/1983 in UT
Type of Entity

Corporation

Business Management
Mr. Spencer Kirk, Chairman & CEO Mr. Charles Allen, EVP & CLO Mr. David Decker, Director Operations Mr. Collin Duncan, Sr. Director Operations Mr. Karl Haas, EVP & COO Mr. Scott Stubbs, EVP & CFO
Contact Information
Principal: Mr. Spencer Kirk, Chairman & CEO
Business Category

Storage Units - Household & Commercial Moving Supplies

Alternate Business Names
Extra Space Storage

Customer Review Rating plus BBB Rating Summary

Extra Space Management, Inc. has received 4.36 out of 5 stars based on 31 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
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